Privacy Policy

This Privacy Policy explains how Retriever Claim collects, uses, stores and protects your personal data. Retriever Claim is a trading style of Claim Simple Ltd. Claim Simple Ltd is the Data Controller for the personal data described in this policy and is authorised and regulated by the Financial Conduct Authority (FRN 830182).

By using our website (retrieverclaim.com) or engaging our services, you agree to the practices set out below.

Who we are

• Data Controller: Claim Simple Ltd, The Old Fuel Depot, Twemlow Lane, Holmes Chapel, Crewe, CW4 8GJ
• Trading style: Retriever Claim
• ICO Registration Number: ZA449298
• FCA Firm Reference Number: 830182

Information we may collect

We may collect, store and use the following kinds of personal data:

• Information about your visit to this website: including your IP address, geographical location, browser type and version, referral source, length of visit, and number of page views.
• Information you provide to us for the purpose of registering or starting a claim: including your name, current and previous addresses, telephone number, email address, date of birth (where required for identity verification), and details of your tenancy.
• Claim-specific information: including landlord or letting agent details, deposit amount and dates, tenancy start and end dates, scheme registration details (where known), copies of tenancy agreements, deposit protection certificates, proof of deposit payment, notices to vacate, and any correspondence between you and your landlord relevant to your claim.
• Health information: in the case of housing disrepair claims, you may choose to disclose information about how the condition of the property has affected your health. We will only process this category of data where you have explicitly consented and where it is relevant to your claim.
• Communications: any information you choose to send us via our contact forms, telephone, email, SMS, WhatsApp, or any other channel.

How we use your personal data

Personal data submitted on this website or in the course of your engagement with us may be used to:

• Assess whether you have a potential claim (via our online deposit-protection check, document review, or telephone assessment).
• Refer your claim to a Panel Solicitor for legal pursuit, where appropriate.
• Communicate with you about your claim by telephone, text message, email, WhatsApp, or post.
• Send statements and invoices, and process payments arising from your claim.
• Deal with enquiries and complaints.
• Improve and protect our website and services.
• Send you marketing about additional products or services we believe may be of interest to you, only where you have explicitly consented.

Lawful basis for processing

We process your personal data under one or more of the following lawful bases under UK GDPR:

• Contract: processing necessary for the performance of our Terms of Engagement with you.
• Legal obligation: processing necessary to comply with our regulatory obligations as an FCA-authorised CMC.
• Legitimate interests: processing necessary for our legitimate interests in operating a regulated CMC, including referral of claims to Panel Solicitors and verification of landlord details via public registers.
• Consent: for marketing communications and for processing any special-category data (such as health information disclosed in support of a disrepair claim).

You have the right to withdraw consent at any time where consent is the lawful basis we rely on.

Who we share your data with

To deliver our service, we share your personal data with the following categories of third parties. All processors are bound by contractual obligations to handle your data securely and in accordance with UK data-protection law.

We will not share your personal data with any party outside this list without your specific consent or unless required by law.

How long we retain your data

• For the duration of any contract between you and us, plus a period of 6 years thereafter (to satisfy regulatory record-keeping requirements and limitation periods under the Limitation Act 1980).
• Until you request that all data we hold for you be deleted, subject to our regulatory record-keeping obligations.

Where you have started but not completed a claim assessment, we will retain your enquiry data for 6 months before deletion, unless you ask us to delete it sooner.

Where your data is stored

Personal data is stored on secure servers in the United Kingdom. Where any processor has international data residency, we ensure that an adequate level of protection is in place under UK data-protection law (UK GDPR Article 46), typically via Standard Contractual Clauses or an adequacy decision.

Your rights under UK GDPR

You have the right to:

• Access the personal data we hold about you (Subject Access Request).
• Rectification of any inaccurate or incomplete data.
• Erasureof your data, where applicable (the "right to be forgotten").
• Restriction of processing, where applicable.
• Data portability — receive your data in a structured, commonly used, machine-readable format.
• Objection to processing for direct marketing purposes, at any time and without justification.
• Withdraw consent where consent is our lawful basis for processing.
• Lodge a complaintwith the Information Commissioner's Office (ICO) at ico.org.uk if you believe we have not handled your data correctly.

To exercise any of these rights, please contact us using the details below.

Cookies

Our website uses cookies. Some are essential for the website to function; others help us understand how visitors use the site. By using our website, you consent to the use of cookies in accordance with this policy. You can adjust your browser's cookie settings at any time.

Security

We take data security seriously and use reasonable technical and organisational measures (including encryption at rest, encrypted transport, access controls, and staff training) to protect personal data. However, no system can be made absolutely secure, and we cannot guarantee the security of data transmitted over the internet at your end.

Changes to this policy

We may update this Privacy Policy from time to time. Where the change is substantive, we will notify you by email if we hold your contact details, or by a prominent notice on our website.

How to contact us

For any privacy enquiry, including requests to exercise your rights under UK GDPR:

• Email:hello@retrieverclaim.com (please mark the email "Privacy enquiry")
• Post: Data Controller, Claim Simple Ltd, The Old Fuel Depot, Twemlow Lane, Holmes Chapel, Crewe, CW4 8GJ

Independent regulator

If you have a complaint about how we handle your personal data which we are unable to resolve, you have the right to lodge a complaint with the Information Commissioner's Office:

• Website: ico.org.uk
• Phone: 0303 123 1113