Privacy Policy - Allay
Check for PPI

Privacy Policy

Introduction
This privacy policy sets out how Allay (UK) Group Ltd (Allay) uses and protects any information that you give Allay when you use this website and our services.

Allay is committed to ensuring that your privacy is protected. By using our website, you may be providing us with some of your personal information, we want to make sure that we do not use your data in a way that you would not expect. Allay assure you that your personal information will only be used in accordance with this privacy statement and in compliance with the latest privacy regulations (EU GDPR).

Allay may change this policy in future by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 25/05/2018.

Customer Information We Collect

Information you give to us is called “Customer Data” which is controlled by Allay Limited. The Customer Data we collect in order to provide our services may include:

  • Your Name
  • Address
  • Contact Number
  • Email Address
  • IP address
  • Date of Birth
  • Banking provider, bank account information, advisor details
  • Other information including information about your health or your personal finances

This list may not include all the information we require when providing our service/s.

The information we ask you for will relate to your specific enquiry and will only consist of the information we need to carry out our service. If you contact us other than via our website, we may keep a record of that correspondence and a copy of call recordings.

If you decide to use one of our claims management services, you will be provided with a Terms of Engagement along with details of our complaints procedure and how to cancel our service. You will also be able to access details of any regulator applicable to the service/s we provide. This information is provided before we provide our service to you.

We collect and process personal information from you at various stages of the claims process for reasons including answering your enquiries, ensuring that our website content is presented in the most effective manner for you and your computer, to notify you about changes to our websites, to provide you with specific advice, and to carry out our obligations from any contracts entered between you and us.

Other Information

Allay may also collect and receive the following information:

  • a) Complaint Information relating to the nature of a complaint or claim such as a lender, investment company, insurer, administrator, Financial Ombudsman Service
  • b) Billing and other information. Customer payment information for processing the collection of a fee along with a billing address retained securely only until the appropriate payment of the fee has been made
  • c) Whenever you visit Allay.co.uk we may record your IP address, device information such as desktop or mobile etc. and operating systems or software versions and browser type/version
  • d) A password to enable you to log into your dedicated account within our client management system and associate information as and when you access the system
  • e) Third party data. We may also receive information from selected data suppliers, our regulator, Legal Ombudsman, our partners, or others that we use to provide our service/s to you.
  • f) For information relating to Cookies, please see our cookies policy

What we do with your personal information

The information we collect about you is used solely for the purposes for which it was provided. We will only use it for additional purposes such as marketing if we have received specific consent to do so. If you are a client, you can update your communication preferences by emailing mydata@allay.co.uk. We may also use your information to provide and improve our products and services

Allay processes personal data lawfully by obtaining your consent to process your data or by taking steps at your request to enter into a contract with you or to provide you with a contracted Claims Management Service. We access and use Personal Data as reasonably necessary and in accordance with the claims management service we provide and/or the consent that you have provided.

We also use your information for other parts of our service. This includes:

  • a) Researching and analysing trends to better understand how users are using the services and improve to them.
  • b) Communicating with you by responding to your queries or requests.
  • c) Sending service and administrative emails and messages to inform you about changes in our services, and important service related notices.
  • d) Important service related notices such as security and fraud advice. Under current legislation, these notifications are considered compulsory and for your protection, you cannot opt-out of them.
  • e) Sending emails about new product features or other news about Allay. You can opt out of these at any time by emailing mydata@allay.co.uk to have your preferences updated.
  • f) Billing and account management information to administer accounts and keep track of billing and payments, such as communicating with you for invoicing, account management and similar reasons.
  • g) Carrying out investigations to keep our services secure and to prevent abuse and fraud.

Your Rights

You provide us with details of what we ‘can do’ with your Data and have the right to opt-in and importantly to opt-out by emailing mydata@allay.co.uk to have your preferences updated.

If you are a client, you can request to see a copy of what personal data we hold relating to you. As a client, you have the following rights:

  • To know that your data is being processed
  • To access your personal data free of charge
  • To data portability
  • To have your information corrected if inaccurate (Including ensuring any third party puts right any inaccuracy)
  • To request that your data be erased
  • To restrict processing
  • To object to processing and;
  • To rights relating to automated decision making

How we provide our Service and Retain your Data

There may be times when you contact us to discuss a specific aspect relating to the service/s we provide. You will usually communicate with a member of our team. To provide the most effective service we may share the subject matter of your communication with any of the third parties with whom we need to share information to fulfil our obligation to you. The following are recipients of personal data as part of the claims management process: lenders, investment companies, insurers, administrators, Financial Ombudsman Service, our regulator and Legal Ombudsman

Of the data we process, we retain the data for no longer than necessary in accordance with our Legal Basis for Processing Table (please see further down) and maintain a data retention policy which can be seen here. When a data subject contracts with us to provide a claims management service, the data is retained within secure electronic archives as required by law but for no longer than 6 years after the conclusion of the service provided.

*Where reasonably practicable access to data is restricted so not to be identifiable unless required by law or is subject to a Subject Access Request.

Security

The Allay Group recognise the personal nature of the information we collect, process and store. As we are committed to ensuring that your information is secure we have put in place suitable physical, electronic and managerial procedures to prevent loss, unauthorised access, misuse or disclosure and to make sure that your online information is safe and secure. If password access is required for certain parts of our website/application, you are responsible for keeping this password confidential.

To learn more about our policies regarding security and confidentiality of Customer Data and other information, please see our ISMS Policy

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Other Disclosure

The Allay Group may share or disclose Customer Data and other information in the following situations:

  • If we merge with or acquire a business, the business is restructured, or if our assets are acquired by a third party, any personal data held by Allay about its clients may be transferred, in which case you will be contacted by us to notify you of the transfer.
  • If we are under a duty to disclose or share your personal data to comply with any legal obligation, or to enforce or apply our Terms of Engagement and other agreements; or to protect the rights, property, or safety of our company, other customers and others. This includes exchanging information with organisations for the purposes of fraud protection and credit risk reduction.

Where possible in such circumstances as described above, we minimise your personal data so not to be identifiable as the data subject unless required by law or as subject to a Subject Access Request. For example, by providing details of the average number of successful customer cases in a set period the personal data would not form part of the information disclosed.

General

You may not transfer any of your rights under this privacy policy to any other person. We may transfer our rights under this privacy policy where we reasonably believe your rights will not be affected. If any court or competent authority finds that any provision of this privacy policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this privacy policy will not be affected.

Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.

 

LEGAL BASIS FOR PROCESSING TABLE – ALLAY GROUP

Our use of your data Legal basis for processing
To carry out our contract with you to provide you with the products and services including claims management services, processing payment and where required provide advice Necessary for the performance of our contract with you or to take steps to enter into a contract with you
To advise you of any changes to our services Necessary for the performance of our contract with you or to take steps to enter into a contract with you
To send you marketing information about our services that may be of interest to you You have given your consent for us to contact you
To manage the effectiveness of our online service and to deliver the website service to you You have given your consent for us to contact you
To make recommendations about our products and services You have given your consent for us to contact you
To make sure that the content of our website is presented as effectively as possible Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To create statistical information which will help us manage the services we provide and make improvements to the services Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To monitor our website to make sure it is functioning correctly and to its optimum and to be able to correct any issues to improve the customer journey Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To allow our customers to access the interactive features of the website that facilitate account login to access your claim information Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To protect your personal information when you use our website and our services To protect your data and your identity