At National Debt Relief Limited we value the trust and confidence of our website visitors, and this privacy policy applies to anyone who provides us with their personal information, regardless of whether they choose to use our services. This policy is also applicable to all companies and trading styles within National Debt Relief Limited and our group that offer debt and insolvency solutions.
The purpose of this policy is to provide a clear understanding of how we handle the information you provide to us and how we use that personal information to offer advice and services. We also explain how we protect your information in accordance with The Data Protection Act 2018.
We may collect various types of information when you use our website. We will only use your personal information where it falls into one or more of the following categories:
When you visit our website and contact us for advice on your debts and information about our services, we collect personal information about you. You can reach out to us through email, online forms, WhatsApp messaging, Social media, post or phone call.
Once you make an enquiry, we will use your personal information to discuss your financial situation with you and provide debt advice and details on any debt solutions that might be suitable in helping you address your debts. During this initial advice stage, if you cannot provide the requested additional information, we may not be able to proceed with your application or enquiry.
We may use your personal information to contact you, using the contact details you provide and to discuss your enquiry, provide advice and process an application for a solution. This can include phone calls, emails, text messages, WhatsApp messages, Social media messages, or postal communication.
If you decide to proceed with any of the services we offer, such as a Debt Management Plan (DMP) or an Individual Voluntary Arrangement (IVA) through our Insolvency Provider, or any other financial services solution, we will process your personal information to administer the service. This may involve contacting you for further information or providing updates on the progress of the service.
For ongoing services, we will typically require you to agree to the terms and conditions specific to that solution. These terms and conditions will explain how our service operates and when we may need to use your personal information. For example, if you enter into a Debt Management Plan, we may need to share your information with creditors or collection agencies involved.
If you decide to proceed with a service that we are unable to facilitate, such as a Debt Relief Order (DRO), we may signpost you to an appropriate provider or charity that can help facilitate that service.
For more information on the terms and conditions of our solutions you can read the DMP and IVA sections below.
If you decide to enter into a Debt Management Plan (DMP) with us, National Debt Relief Limited will provide the plan for you. To offer you the Debt Management Plan service, we will need to use your personal information in the following ways:
We require your contact details, including your full name, current address (and any relevant previous addresses), phone numbers, and email address. These details are necessary to establish and negotiate your plan with your creditors. We also need these details so that we can stay in touch with you throughout the plan, keep you updated on its progress, and contact you when necessary.
We may record phone calls for the purposes of monitoring, training, quality assurance, and to fulfil our legal and regulatory obligations.
We may use WhatsApp messaging where available. If you communicate with us via WhatsApp, we may keep a record of your message history, which helps us manage your plan effectively.
We may retain records of any email correspondence to assist us in managing your plan.
To administer your plan, we will need certain personal information such as your date of birth, gender, previous names, living arrangements, employment details, marital status, and information about any dependents you may have. This information allows us to administer your plan, consider your circumstances, and accommodate any changes that may arise during the plan.
We will use your personal information to verify your identity in order to comply with anti-money laundering legislation.
To administer your plan effectively, we will require financial information such as your bank or building society details, information about your creditors or collection agencies (including account numbers, reference numbers, statements, balances, and payment information), and information about any assets you may possess. This information is necessary for managing your plan, collecting payments, and negotiating or administering payments to your creditors throughout the plan.
We will need details about your personal financial status, including all sources of household income and expenses. This information helps us determine the amount you can afford to pay into your Debt Management Plan and ensures that we establish the appropriate payment level for both you and your creditors.
In some cases, we may need to collect special category information. However, we will not do so without obtaining your consent at the time. We will only require this information if it is necessary for the proper management of your plan.
We may request your consent to perform a credit check on your behalf, which will provide us with information about your financial situation and creditor details.
If there are any changes in your circumstances during the term of your arrangement, it is important that you inform us immediately.
Please note that the above information outlines how we use your personal data when you enter into a Debt Management Plan with us.
We may need to share some of your information with external parties involved in your debt management plan. These include:
This includes creditors, debt collectors, bailiffs, and solicitors who are part of your Debt Management Plan. This sharing is necessary for us to provide the service and comply with regulatory requirements.
We may be required to share your information with regulatory bodies like the Financial Conduct Authority (FCA) or the Information Commissioner's Office (ICO). These bodies may request information as part of their supervisory role in monitoring our services. We are legally obligated to provide this information.
At times, we may need to engage these professionals to assist with the administration of your plan or to help us fulfil legal, regulatory, and contractual obligations.
We rely on third-party software to manage the solutions we offer and store the information we hold. These providers include:
These external companies assist us in delivering and maintaining an efficient service for you. We have established contracts with these providers to ensure their compliance with their own data protection obligations and implementation of appropriate security measures.
Please note that the above information outlines the external parties with whom we may share your data in the context of a Debt Management Plan.
In certain situations, we may share your personal information with other external parties. This can occur with your consent or if we are legally or regulatory obligated to do so. For instance, we might disclose your information to the emergency services if you are in immediate danger or in response to a court order, a request from the police, or local authorities.
Regarding data retention, if you choose not to proceed with a Debt Management Plan, we typically delete your personal information after 12 months, unless otherwise agreed upon. However, you have the right to request the viewing, amendment, or earlier deletion of your information. In the case of entering into a Debt Management Plan, we retain your information for 6 years from the completion of the plan or when you no longer require our services, in order to fulfil our legal and regulatory obligations. Unfortunately, we cannot delete this data sooner upon request due to legal requirements.
After the 6-year period, we will delete the information or anonymise it to ensure it cannot be linked back to you.
Certain types of personal information, known as "special categories of data," may include details about your physical or mental health, sexual life, religious beliefs, race or ethnic origin, political opinions, trade union membership, or biometric data. Collecting such information may be necessary to understand your financial situation or provide a better service to you. By providing this information, you explicitly consent to us and any mentioned third parties to process this special category information, unless there is a legal obligation to process it regardless.
If we collect any personal information about you related to criminal convictions or offenses, we will only use it as allowed by law.
If you enter into an Individual Voluntary Arrangement (IVA) with us, it will be provided by McCambridge Duffy Limited. In order to provide your IVA service we will need to use your personal information as follows:
We require your contact details, including your full name, current address (and any relevant previous addresses), phone numbers, and email address. These details are necessary to establish and negotiate your plan with your creditors. We also need these details so that we can stay in touch with you throughout the plan, keep you updated on its progress, and contact you when necessary.
We may record phone calls for the purposes of monitoring, training, quality assurance, and to fulfil our legal and regulatory obligations.
We may use WhatsApp messaging where available. If you communicate with us via WhatsApp, we may keep a record of your message history, which helps us manage your IVA effectively.
We may retain records of any email correspondence to assist us in managing your IVA.
To administer your plan, we will need certain personal information such as your date of birth, gender, previous names, living arrangements, employment details, marital status, and information about any dependents you may have. This information allows us to determine if an IVA is an appropriate solution for you and so we can draft and send your proposal to creditors. If your IVA is approved, we will need this information to manage your IVA and consider your circumstances and any changes that might take place throughout its duration.
We will use your personal information to authenticate your identity in order to comply with anti-money laundering legislation.
To administer your IVA proposal effectively, we will require financial information such as your bank or building society details, information about your creditors or collection agencies (including account numbers, reference numbers, statements, balances, and payment information), and information about any assets you may possess. This information is necessary for managing your plan, collecting payments, and negotiating or administering payments to your creditors throughout the plan.
We will need details about your personal financial status, including all sources of household income and expenses. This information helps us determine the amount you can afford to pay into your IVA an ensures that we establish the appropriate payment level for both you and your creditors.
In some situations we may need to collect special category information; however we will not do this without first obtaining your consent at the time. We will only need this information, where it is necessary and in relation to the running of your IVA.
We may request your consent to perform a credit check on your behalf, which will provide us with information about your financial situation and creditor details.
If there are any changes in your circumstances during the term of your IVA, it is important that you inform us immediately.
Please note that the above information outlines how we use your personal data when you enter into an IVA with our group.
We will need to share some of your information with external parties who are involved in your IVA. These are:
This includes creditors, their agents, debt collectors, bailiffs and any solicitors who are involved in your IVA. This is necessary to allow us to provide the service and also ensures that we comply with regulatory obligations.
If your IVA is accepted then details about you and your IVA will be recorded on the IVA Register which is accessible public information. The information we share includes your name, gender, DOB and address. We have a legal obligation to provide this information in an IVA. The IVA register is provided to credit reference agencies, as well as being open for public inspection.
From time to time we may be required to share your information with our regulatory bodies, such as the Insolvency Practitioners Association (IPA), the Information Commissioners Office (ICO) or any other regulatory body or authority who may request certain information as part of their supervisory role in monitoring our services. We are legally bound to provide this information.
We may from time to time need to instruct solicitors to assist with the administration of your plan or to assist us with legal, regulatory and contractual obligations.
We rely on third-party software to manage the solutions we offer and store the information we hold. These providers include:
These external companies assist us in delivering and maintaining an efficient service for you. We have established contracts with these providers to ensure their compliance with their own data protection obligations and implementation of appropriate security measures.
Please note that the above information outlines the external parties with whom we may share your data in the context of an IVA.
Other external parties
We may also share your personal information where we have your consent to do so, or where we are required to do so under a legal or regulatory obligation, for example where we are required to do so by a court order, the police, local authorities or the courts. We might share some of your information with the emergency services if you are in any immediate danger.
If you do not proceed with an IVA your personal information will normally be deleted after 12 months unless otherwise agreed with you. You have a right to view, amend or request deletion of the information that we hold on you sooner if you wish. You can request this in writing via email or by post.
If you enter into an IVA, we will keep your information on file to ensure that we provide you with our service and that we comply with our legal and regulatory obligations. Your information will be stored for 10 years from the date of completion of your IVA or from the date when your IVA is terminated and you no longer use our service. We cannot delete this data sooner if you request us to do so, because we are required to keep it by law. We will delete your data after this 10 year period.
After the 10 year time period we will delete the information or keep data in an anonymous format so that it cannot be connected back to you.
Data protection defines some personal information as “special categories of data”. This includes information about physical or mental health, sexual life, religious beliefs, race or ethnic origin, political opinions, trade union membership or biometric data. This information may be necessary to collect when understanding the reason for your financial circumstances, or where it may help us to provide a better service to you. For example, a period of ill health could have caused you to fall behind with your regular payments to your creditors.
Where we need to collect and process this type of information provided by you, you give your explicit consent for us and any other third party mentioned in this privacy policy to process this special category information as set out in this privacy policy, unless we have a legal obligation to process this information regardless.
Any personal information about you relating to criminal convictions or offences may only be used by us when authorised by law.
If you provide personal information about other people, for example, a partner or a carer, you must do so with the permission of the other person. If you enter into a joint application or solution with another person, (for example if you have joint debts and you enter into interlocking IVAs) your personal information and any information about the service provided to you will be shared with the other person.
We will use the personal information about the other person in the ways as described in this privacy policy.
We collect your information in a number of ways
To help us understand you better and provide you with information about other services which may be suitable and relevant, we will use your personal information to create a profile of you and your circumstances. This allows us to provide more relevant, accurate and tailored services to you. For example, we may assess your income and expenditure to determine whether you would be eligible for a debt solution through us. We believe we have a legitimate interest to do this and that it is not against your rights.
However, if you don’t want us to profile your personal information this way, to then better enable us to tailor any marketing communications to you, you can contact us to let us know that you wish for your personal data not to be used in this way.
Where we have a copy of your personal information we may contact you to ask you to provide a review about the services you’ve received or where we are carrying out market research which may help us design future services or to help improve our current services. Although this information would really help us, you are not required to provide us with this information unless you are happy to. We consider that this is in our legitimate interests to contact you in this way for market research purposes.
We are required to process your personal information where we have a legal or regulatory obligation to do so, for example, to adhere to anti-money laundering or our regulatory obligations.
If you make an enquiry or complaint with us, we will use your personal information to investigate the complaint and deal with your enquiry. We have a legal and regulatory obligation to deal with your complaint appropriately in accordance with our complaints procedure.
As part of our legitimate interest to develop our business and our services we will use your personal information to assess our performance as a business and for quality assurance and statistical analysis. We will use as little personal data as we can to achieve this. We may also share this analysis with third parties who provide us with services and where we have a contractual obligation to do so.
We may also share your personal information with the following organisations
These companies help us to provide our services to you. We will have a contract in place with any provider who directly provides us with such direct services to ensure that they comply with their data protection obligations and ensure that they have appropriate security measures in place.
We may also share your personal information where we have your consent to do so or where we’re required to do so under a legal or regulatory obligation or court order, such as the police, local authorities or the courts.
The personal information we have collected from you may be shared with law enforcement agencies and fraud prevention agencies that will use it to prevent fraud, money-laundering (such as Lexis Nexis) and terrorist financing and to verify your identity. If fraud is detected, you could be refused certain services, finance or employment. Further details of how your information is used by us and these fraud prevention agencies, and your data protection rights, can be found by contacting us or click here to email our Data Protection Officer.
We utilise publicly available social media platforms to promote our services, provide updates, and share news or promotional updates. We may collect personal information from these platforms, such as when you post a message on our Facebook page. When providing information to us through these platforms, please keep in mind:
We take the protection of personal information very seriously and we will maintain appropriate measures to maintain the confidentiality, integrity and availability of the information you have provided. Such measures include:
In order to keep you informed about the services we provide and ensure you stay updated, we may contact you through various channels such as post, telephone, email, text messages, WhatsApp messaging, push notifications, social media, or online customer platforms. If you have a preference for a particular communication method, you can let us know and we'll respect your choice. However, please note that if we are providing a service to you, there may be legal or regulatory requirements that necessitate certain forms of communication. It's important to inform us of any changes to your contact details so that we can use the most current information.
Access to your personal information
You have the right to request a copy of the personal information we hold about you. This is known as a " Subject Access Request" or SAR. You can make this request in writing via email or post. Before providing the information, we may ask for proof of identity to ensure that we only disclose it to you or to someone else if you have given consent.
Right to have your personal information corrected
If the personal information we hold about you is incorrect, you have the right to request a correction.
Right to stop or limit the processing of the data we carry out
You can request the deletion of your personal information or ask us to stop processing it if we no longer have a legitimate reason to do so. However, there may be situations where we are legally or regulatory obligated to retain the data. We will discuss this with you if you request deletion.
Portability
In some cases, you may be able to request your information in a format that can be electronically processed by you or another company. To make this request, please contact us.
While you are our customer, we will keep your personal information to provide you with the best possible service and to meet our legal and regulatory obligations. The specific duration for which we retain your information is outlined in the service-specific information above. If you don't proceed with any services, we will typically delete your personal information after 2 years, unless we have another valid reason to keep it, such as your consent to receive marketing messages.
If you have given us your consent or if we are legally allowed to do so, we may contact you to inform you about other services we offer that may be of interest or benefit to you. We may use various communication methods such as postal mail, emails, text or WhatsApp messages, telephone calls, push notifications, social media, or other electronic means. You can easily opt out of receiving these messages at any time by clicking here to email our Data Protection Officer or unsubscribing using the provided link or information in the message.
When you visit our website, we may use cookies to gather certain statistics about your visit. Cookies are small amounts of data that often include an anonymous identifier. They are sent to your browser and stored on your electronic device, but only if your preferences allow it. Cookies can provide us with information such as your IP address, the search engine you used, how frequently you visited our site, how long you spent browsing, and similar behaviours. However, they do not track or record personal information that could identify you. We utilise this information solely for analytical purposes. If you prefer, you can configure your browser to decline cookies in the future, and you can also delete cookies from your device at any time.
When you visit our website or similar websites, Google may display our advertisements for our products and services on other third-party websites you visit across the internet. This is done for remarketing purposes. Google and other third parties use cookies to tailor these advertisements based on your previous visits to our website. Please note that we have no control over the advertisements you see on other third-party websites. However, you can opt out or customize these advertisements using the Google Ads Preference Manager.
We may record telephone calls made to us or by us for training, monitoring, quality purposes, and to meet legal and regulatory requirements. Some calls may be observed by staff for training and development purposes. We may keep copies of these recordings for up to 6 years or longer if required by regulators. If you don't proceed with any of our services, call recordings are typically deleted after 12 months, unless otherwise agreed with you.
If you wish, you have the right to request the deletion of your data sooner. You can make this request in writing via email or postal mail.
We record some of the telephone calls you make to us or we make to you or any other third party. This is for training, monitoring and quality purposes and to meet our legal and regulatory obligations. Some telephone calls may be observed by staff for training and development purposes.
We may keep a copy of the telephone calls for up to 6 years from the date the telephone call was made or longer if we are required to do so by our regulators.
If you do not proceed with any of the services that we offer, call recordings will normally be deleted after 12 months unless otherwise agreed with you. You have a right to request deletion sooner if you wish. You can request this in writing via email or by post.
If you have any questions or queries about this Privacy Policy or how we use your personal information you can contact us or our Data Protection Officer using the address or email below:
Data Protection Officer
National Debt Relief
101 Spencer Road
Derry
BT47 6AE
Email: Click here to email
If you are dissatisfied with how we handle your personal information, please reach out to us initially. If you remain unsatisfied with our response to your complaint, you have the right to lodge a complaint with the Information Commissioner's Office. You can find their contact information on their website at https://ico.org.uk/
This privacy policy applies solely to the information collected from our website. We may provide links to other websites that are not covered by this policy. If you click on a link leading to a third-party website that is not ours, we will not be responsible for how they utilise your personal data. We recommend reading their privacy policy to understand how they may handle your personal data.
Date last updated: 11/10/2023
Any updates to this privacy policy will found on this page. If we make any important or significant changes to how we collect and use your personal information, we will make efforts to inform you of such changes.
A cookie is a small amount of data, which often includes an anonymous identifier that is sent to your browser from a website's computer and stored on your computer's hard drive. Each website can send its own cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent by other sites.
They help improve your experience as a visitor to the site.
They allow us to tailor your visit and provide more personalised content. You can turn cookies off – this won’t stop a website from working but it might not perform as well as it could, or it may mean you having to do the same thing more than once.
They help website owners
Cookies can tell us information like what search engine you used, how often you visited, how long you spent browsing our website and similar behaviours.
This website may use a cookie to track individual users on our site and to recognise them should they visit this site on more than one occasion. This does not track or record personal information that could be used to identify you. We use this information for analytical purposes only. Most browsers can be set not to accept cookies within their privacy settings.
The table below explains the cookies we use and why.
| Cookie Name | Cookie Description |
|---|---|
| Facebook _fbp |
Facebook sets this cookie to display advertisements when either on Facebook or on a digital platform powered by Facebook advertising after visiting the website. |
| Hubspot | HubSpot tracks visitors using browser cookies. Every time a visitor lands on our website, HubSpot will check for an existing tracking cookie. If one does not exist, a cookie will be associated with that visitor and will log every page that person visits moving forward. Visitor are anonymously tracked even before they make a website enquiry. If a visitor fills out a form on our website, then Husbpot will associate their page views on our website with that contact based on the cookie. |
| Google Analytics _ga _gid _gat_gtag_UA_* |
Google uses cookies for advertising, including serving and rendering ads, personalizing ads (depending on your settings at myadcenter.google.com and adssettings.google.com/partnerads), limiting the number of times an ad is shown to a user, muting ads you have chosen to stop seeing, and measuring the effectiveness of ads. Google Analytics sets the _ga cookie to calculate visitor, session and campaign data and track site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognise unique visitors. Google Analytics sets the _gid cookie to store information on how visitors use a website while also creating an analytics report of the website's performance. Some of the collected data includes the number of visitors, their source, and the pages they visit anonymously. Google Analytics sets the _gat_gtag_UA_* cookie to store a unique user ID. |
| Statcounter cookies (statcounter.com) sc_medium_source sc_is_visitor_unique is_unique |
Statcounter sets the sc_medium_source cookie to the store referring website. Statcounter sets the sc_is_visitor_unique cookie to determine whether a user is a first-time or a returning visitor. StatCounter sets the is_unique cookie to determine whether a user is a first-time or a returning visitor and to estimate the accumulated unique visits per site. |
| TrustPilot Cookies gb_widget_cookie |
These cookies allow us to track visits, traffic sources and clicks so we can measure and improve the performance of our website. |
Deletion of cookies
Cookies can be deleted from your computer or mobile device. You can set your browser not to receive cookies in the future. For more information on doing this visit https://www.aboutcookies.org Please note that our Website may not work to its full potential if you disable or delete cookies.
Retargeting
We occasionally use Google for paid advertising. When you visit this site by this channel a cookie is stored on your computer (subject to your privacy settings, as above), which can allow us to re-target you with ads once you leave this site and visit other websites which use Google to display ads. Google calls this retargeting, the more general name is re-marketing. You may opt-out of this method of advertising from Google - visit https://policies.google.com/technologies/ads?hl=en-US
Log Files
Like Cookies, log files allow us to record usage of this site. We use this information for analytical purposes because understanding patterns of user behaviour helps us improve our website. Log files do not contain personal information and they are not used to identify individual patterns of use of the site.