X-Claims Ltd. is a claims management company authorised and regulated by the Financial Conduct Authority FRN: 829746.

 

Unless stated otherwise, X-Claims Ltd. is a data controller in respect of all personal data collected on our website or submitted in any other electronic, or paper format. X-Claims is fully responsible for ensuring that that data collected is compliant with the data protection legislation, GDPR and all other related privacy laws.

This Privacy Policy explains what personal information we may collect about you, how it is used, and what we do to keep it secure. We also explain your rights in respect of your personal information and how to contact us should this become necessary.

Links to other websites

Please note, our website may contain links to other websites that are not controlled by us. These links are provided for your convenience. We are only responsible for our own privacy practices and our security of this website. We recommend that you check the privacy and security policies and procedures of every other website that you visit.

IP addresses

For X-Claims to understand how you use our website and our services, we may collect IP addresses. Our website uses security plugins to deter hackers and Google Analytics to track and analyse our user’s experiences.

Cookies

In common with most website operators, we use standard technology called ‘cookies’ on our website. Cookies are small pieces of information that are stored by your browser on your computer’s hard drive and they are used to record how you navigate our website on each visit.

Our cookies are used to enable us to develop our website and to enable you to properly navigate it. We use cookies to collect personal information to enable us to reflect our users interests and by noting who has seen which pages, properties and advertisements (including click through from emails), how frequently particular pages are visited and to enable us to determine the most popular areas of our website. We may use cookies to enrich your experience of using this website by allowing us to tailor what you see to what we have learned about your preferences during your visits to our website. Sometimes we may use the services of third parties, and they may use cookies on our behalf to provide their services.

HOW WE WILL USE YOUR INFORMATION

All personal information that we obtain about you, will be held, used, and protected by us in accordance with data protection law, this Privacy Policy, and any Terms of Business we agree with you.

We will primarily use your personal information for the following:

  • For registration and general administration of claims, (including claim registration/verification, vetting and security checking).
  • To provide and administer the products and services you request from us, (including tracing and collecting debts and fraud prevention).
  • To communicate with you if any products or services requested are unavailable or if there is a query or problem with your requests.
  • To obtain information (using signed letters of authority) from third parties who may have had some involvement in the subject matter of any claim you may have and those who may become involved in the claim.
  • To ensure appropriate documentation is prepared for any claim(s) we are dealing with for you.
  • To notify you of our progress in respect of the products and services we provide to you.
  • To comply with our legal and other regulatory obligations as a responsible claims management company.
  • For record keeping purposes.
  • To carry out market research and training of internal staff, so that we can improve the goods and services we offer for research purposes and to enable us to understand requirements and develop our services.
  • To track and analyse activity on our website.
  • With your consent, we will use the information we hold to inform you of products, services, events, newsletters and other information and opportunities that may be of interest to you. You will have the option to opt out or unsubscribe from this at any time, in-line with GDPR rules.

Consent and lawful processing of personal data

For administration and service delivery – The legal basis for the collection and processing of your personal data is that it is necessary to fulfil the contract that you are going to enter into or have entered into with us for the provision of our Claims Management Service. This is the main purpose and lawful basis under which we process your data.

For regulatory matters – The legal basis for processing your personal data is that it is necessary to comply with a legal obligation to which we, as a responsible claims management company, are subject. Our primary regulators are the Financial Conduct Authority (FCA) and the Information Commissioners Office (ICO).

For direct marketing – The legal basis for processing your personal data is that you have given your consent/or we have a legitimate interest that does not override your data rights. You have the right to withdraw your consent or opt-out of receiving our marketing at any time.

In all other cases – The legal basis for processing your personal data is that it is necessary for our legitimate interests which are to ensure our services meet or exceed your service delivery expectations and/or to secure payment and this does not prejudice or harm your rights and freedoms.

Disclosing your personal information

If you make a claim using our services, it is likely that we will provide relevant personal/policy information using letters of authority to agreed 3rd parties, such as:

  • The relevant company/provider the complaint is against.
  • The Financial Services Compensation Scheme (FSCS) – This is if the company we are claiming against is in default.
  • Your pension or policy provider.
  • The Financial Ombudsman Service (FOS) – This is if your claim needs to be escalated due to an unresolved dispute.
  • External actuaries – These are the companies they undertake calculations of loss on behalf of the providers the complaint is against.

X-Claims takes pride in providing an excellent customer experience and we will keep you informed of your claim throughout the process. We will not share your personal information without your explicit consent, and we keep our clients informed each step throughout the process. 

Updating and correcting Information

If you wish to amend any inaccurate data that we hold, please notify us by telephone, post or email, or during the course of the provision of our services. We will make the amendment as soon as possible. If any data held is incomplete, you can complete this at any time.

INVITATIONS, NEWSLETTERS, OFFERS AND OPPORTUNITIES

X-Claims may contact you to make you aware of other products and services that we offer, this method of contact is usually by telephone, or email where we have a legitimate interest to contact you – that is, to offer you a similar claims service to that which you originally requested from us.

Clients are welcome to opt-out at any time from our marketing channels, by using any of the methods shown below – see the section ‘How to contact us’, or by following the instructions on withdrawing consent to direct marketing.

SECURITY

We take the security of personal information seriously. We have security procedures and technology in place to ensure that our paper and computer systems and databases are protected against unauthorised use, loss and damage.

MONITORING

We monitor and record telephone calls for Regulatory purposes, to verify and demonstrate compliance with our legal and regulatory obligations and to improve the quality of the services we provide to you. These will be stored in compliance with our Recording Calls and Communications Policy.

DATA RETENTION

Website enquiries and all other personal information will normally be retained for six years after your last engagement with us or the final decision in any claim you may have, (whichever is later). After that period, all your personal information will be permanently deleted. We retain your data for this period to ensure that any complaint raised by you can be appropriately investigated and responded to. If, during this period we identify further potential claims, in accordance with our legitimate interests, we may re-contact you subject to any direct marketing restrictions.

YOUR RIGHTS

You have various legal rights in respect of your personal data. These include:

  • access.The right to receive a copy of the personal data that we hold about you. We will require proof of identity and proof of authority if the request comes from someone other than the person whose data we are asked to provide. This will ensure we only provide information to the correct person. We normally expect to respond to requests within 28 days of receiving them.
  • withdraw consent to direct marketing. You can exercise this right at any time and can update your preferences yourself or ask us to do it for you. See section ‘Updating and correcting information’ above for details.
  • withdraw consent to other processing. Where the only legal basis for our processing your personal data is that we have your consent to do so, you may withdraw your consent to that processing at any time and we will have to stop processing your personal data. Please note, this will only affect new activity and does not mean that processing carried out before you withdrew your consent is unlawful.
  • rectification. If you consider any of your personal data is inaccurate, you can correct it yourself or ask us to do it for you (see section ‘Updating and correcting information’ above for details).
  • restriction. In limited circumstances you may be able to require us to restrict our processing of your personal data. For example, if you consider what we hold is inaccurate and we disagree, the processing may be restricted until the accuracy has been verified
  • erasure. In some circumstances, for example, where we have no legal basis for retaining your personal data, you may be entitled to require us to delete your personal data.
  • portability. Where you have provided personal data electronically to us, you may be entitled to request us to provide that data to you or to have us transmit it to another organisation.
  • to complain to the Information Commissioner. 

You have the right to make a complaint about our use of your data to the ICO, who will investigate this on your behalf. The ICO will only investigate complaints made within three months of your last contact with us. You can contact the ICO through their website: https://ico.org.uk or by telephone: 0303 123 1113.

Contacting X-Claims Regarding Your Privacy or Marketing Opt-Out:

You can contact us by telephone on 0800 130 3663 or by post at X-Claims Ltd, PO Box 470, Tonbridge TN9 9FG or by email at [email protected]