As an essential part of our business, we collect and manage client and non-client data. This notice explains when and why we collect personal information about you; how we use it, the conditions under which we may disclose it to others and how we keep it secure.
Claim Line 365 is a claims management company, authorised and regulated by the Financial Conduct Authority under number 829867. We are a Limited Company registered in England and Wales, Company Registration Number 09666683.
We observe data protection legislation and are committed to protecting and respecting privacy and rights. Specifically, we act as a Data Controller in respect of the information gathered and processed by us.
We are registered with the Information Commissioners Office under registration number ZA535890. If you have any comments or queries regarding the use of your data, you can contact us using the following methods:
✉ Address: 37th Floor 1 Canada square E14 5AA
@ Email: firstname.lastname@example.org
☏ Telephone: 0203 813 9654
The exact information we will request from you depends on what you have asked us to do or what we are contracted to do for you. This notice is intended for client, or prospective clients, only.
There are two types of personal information:
Personal Data: This is general information such as your:
Name, address and contact details including telephone number(s) and email address;
Date of Birth;
National Insurance Number;
Bank and financial details including account details and statements, where appropriate.
Special Data (Sensitive Data): This, by its nature is more sensitive and may include your:
Racial or ethnic origin;
Physical and mental health details including access to medical records, where appropriate.
Our services are not specifically aimed at children as they are generally represented by a parent or guardian. If you are a child and need further advice or explanation about how we use your data, please contact our Data Protection Officer.
Information about you may be obtained from a number of sources, including, but not limited to:
You may volunteer the information yourself using any, or a mixture of, the following methods:
You may provide information relating to someone else (if you have the authority to do so);
Information may be passed to us by third parties in order that we can undertake legal work on your behalf. Typically, these third parties can be:
Banks, building societies or other financial institutions;
Medical institutions who may provide your personal medical records or information;
Panel providers who recommend our legal services.
Please also be advised that when you visit our website, cookies will be used to collect information about you such as your Internet Protocol (IP) address which connects your computer or mobile device to the Internet, and information about your visit such as the pages you viewed or searched for, pages response times, and download errors for example. We do this so that we can measure our website’s performance and make improvements in the future. Cookies are also used to enhance our website’s functionality and personalisation, which includes sharing data with third party organisations. You can control this by adjusting your cookies settings.
On occasion, we may voice record client telephone conversations, and therefore any information captured via this medium, will automatically be stored for training and monitoring purposes.
The primary reason for asking you to provide us with your personal data is to allow us to carry out your requests/instructions, which will usually be to represent you and carry out legal work. This can include, but is not limited to:
Claim Line 365 operates a data protection regime to oversee the effective and secure processing of your personal data. Ordinarily we will only use your information within Claim Line 365; we will not share your information with third parties. However, there may be occasions where we may need to provide some information to third parties, to enable us to carry out your instructions/our legal work. These may include:
Any disclosure required by law or regulation; such as the prevention of financial crime and terrorism;
In the event of an emergency and we think you may be at risk.
Under the terms of data protection regulation, you have the following rights available to you:
This Privacy Notice fulfils our obligation to tell you about the ways in which we use your information.
You have the right to ask us for a copy of any personal data that we hold about you. This is known as a “Subject Access Request”. Except in exceptional circumstances (which we discuss and agree with you in advance), you can obtain this information at no cost. We will send you a copy of the information within 30 days of your request. If for any reason we are not able to comply with this timeframe, we will let you know the reasons why and confirm the date by which we will comply.
A request for access to your personal data means you are entitled to a copy of the data we hold on you – such as your name, address, contact details, date of birth, information regarding your health etc. This means that a Subject Access Request will not normally result in you getting a copy of your file because you are only entitled to your personal data – not the documents that contain that data.
To make a Subject Access Request, please write to Data Protection Department, Floor 33,
If any of the information that we hold about you is inaccurate, you can contact us and request that we correct it.
From 25th May 2018, you can ask us to erase all personal information that we hold about you. Where it is appropriate that we comply, your request will be completed within 30 days.
You have the right to object to:
a) The continued use of your data for any purpose listed in Section 4 above, for which consent is identified as the lawful basis for processing i.e. you have the right to withdraw your consent at any time.
b) The continued use of your data for any purpose listed in Section 4 above, for which the lawful basis of processing is that it has been deemed as legitimate.
If you wish us to restrict the use of your data because:
i. You think it is inaccurate but this will take time to validate;
ii. You believe our data processing is unlawful but you do not want your data erased;
iii. You want us to retain your data in order to establish, exercise, or defend a legal claim, or
iv. You wish to object to the processing of your data, but we have yet to determine whether this is appropriate.
If you would like to move, copy or transfer the electronic personal data that we hold about you to another organisation, please contact our Data Protection Officer.
6.8 Rights Related to Automated Decision Making
Automated individual decision-making is a decision made by automated means without any human involvement.
For example, the collection and analysis of data to gain insights in to behaviours and characteristic. Automated individual decision-making does not have to involve profiling, although it often will do.
This right does not apply if the automated decision is:
Necessary for entering into, or the performance of, a contract between you and Claim Line 365;
Based on your explicit consent; or
Authorised by EU or UK law which also sets out suitable safeguards to the rights, freedoms and legitimate interests of the individual (e.g. for fraud and tax-evasion monitoring/prevention or to ensure the security and reliability of the services you provide to the individual).
If you would like to object to automated decision making without any individual involvement, and to the profiling of your data, please contact our Data Protection Officer.
We recognise that your information is valuable and we take all reasonable measures to protect it whilst it is in our care.
We have exceptional standards of technology and operational security in order to protect personally identifiable data from loss, misuse, alteration or destruction. Similarly, we adopt a high threshold when it comes to confidentiality obligations; both internal and external parties have agreed to protect confidentiality of all information, to ensure all personal data is handled and processed in line with our stringent confidentiality and data protection policies.
We use computer safeguards such as firewalls and data encryption and annual penetration testing. We also enforce, where possible, physical access controls to our buildings and files to keep data safe.
Your personal information will be retained, usually in computer or manual files, only for as long as necessary to fulfil the purposes for which the information was collected; or as required by law; or as long as is set out in any relevant contract you may hold with us. For example:
As long as necessary to carry out your legal work;
For a minimum of 6 years from the conclusion or closure of your legal work; in the event that you, or we, need to re-open your case for the purpose of defending complaints or claims against us;
For the duration of a trust;
Some information or matters may be kept for 16 years; such as commercial transactions;
Deeds related to unregistered property may be kept indefinitely as they evidence ownership;
Personal injury matters which involve lifetime awards or PI Trusts may be kept indefinitely.
We will keep in touch with you from time to time and automatically have you added to our marketing lists including weekly newsletters once you become our client. The marketing emails/newsletters will give you an option to opt out should you not wish to stay on our marketing lists or to receive information and updates from us or our affiliate partners . By consenting to be added to our lists you are permitting us to contact you or to pass you onto any relevant parties that may assist you in providing the services that you have enquired about or any other related services .
If you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Department who will investigate further. You can contact us as follows:
✉ Address: 37th Floor 1 Canada square E14 5AA
@ Email: email@example.com
☏ Telephone: 0203 813 9654
If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law, you can complain to the Information Commissioner’s Office (ICO). You can contact the ICO as follows:
☏ Telephone: 0303 123 1113