Privacy Policy

We are committed to processing your personal data fairly, lawfully, and transparently in accordance with UK data protection legislation, including the UK GDPR and the Data Protection Act 2018.

Disrepair Help is a trading style of Conclusive Financial Limited (ICO registration number ZA007561) registered at:

Cheadle Place
Stockport Road
Cheadle
Stockport
SK8 2JX
United Kingdom

For the purposes of data protection law, Conclusive Financial Limited is the Data Controller of your personal data.

1. Information We Collect

We may collect the following information when you contact us:

• Your name and contact details, including telephone number, email address, and postal address
• Call recordings for training, monitoring, compliance, and quality assurance purposes
• Account or reference numbers relating to your enquiry
• Any additional information you voluntarily provide during your interaction with us

2. Legal Basis for Processing Your Data

Consent

We may process your personal data where you have given clear consent, such as when you agree to be contacted regarding your enquiry.

You have the right to withdraw your consent at any time.

Legitimate Interest

We may also process your data where it is necessary for our legitimate business interests, including:

• Providing customer support
• Improving our services
• Staff training and monitoring
• Dispute resolution
• Maintaining service quality standards

We carefully balance our legitimate interests against your rights and freedoms.

You have the right to object to this processing. Details of how to do this are provided in the Your Rights section.

3. How We Use Your Information

We use your information to:

• Provide customer support and respond to enquiries
• Manage complaints or service requests
• Improve staff training and service quality
• Comply with legal and regulatory obligations
• Maintain accurate communication records
• Contact you regarding services relevant to your enquiry where permitted by law

4. International Data Transfers

Where your data is transferred outside the UK or EEA, we ensure appropriate safeguards are in place to protect your personal data.

These safeguards may include:

• UK adequacy regulations
• Standard contractual clauses
• Secure encrypted systems
• Restricted access controls

Further information about international transfers is available from the Information Commissioner’s Office:
https://ico.org.uk

5. Call Recording

Calls may be recorded for:

• Training purposes
• Quality monitoring
• Compliance requirements
• Dispute resolution

Recordings are stored securely and access is restricted to authorised personnel only.

6. Sharing Your Information

We do not sell your personal data.

We may share your information where necessary with:

• Relevant departments within Conclusive Financial Limited
• Approved third-party service providers such as IT providers, telephony providers and CRM systems
• Regulators, law enforcement agencies, or government authorities where legally required
• Regulated legal partners or claims specialists where appropriate to your enquiry
• Carefully selected partners where you have agreed to be referred for services relevant to your enquiry

All third parties are contractually required to:

• Keep your information secure
• Only process data under our instructions
• Comply with applicable data protection laws

7. Data Processors

We may use trusted third-party processors to support our operations such as:

• Cloud hosting providers
• Telephony providers
• CRM platforms
• IT support providers

These processors only act on our instructions and cannot use your data for their own purposes.

8. Data Security

We implement appropriate technical and organisational security measures including:

• Access controls
• Data encryption
• Secure storage systems
• Staff confidentiality obligations

These measures are designed to prevent unauthorised access, loss, misuse, or disclosure.

9. Data Retention

We will retain your information only for as long as necessary.

Following an enquiry, we may retain your information for up to three years to:

• Manage your enquiry
• Comply with legal obligations
• Maintain service records
• Contact you regarding relevant services where lawful to do so

Contact may occur via:

• Telephone
• SMS
• Messaging platforms such as WhatsApp
• Email

After this period your data will be securely deleted or anonymised.

10. Your Rights

Under data protection law you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request erasure of your data where applicable
• Object to processing
• Restrict processing
• Request data portability
• Withdraw consent where applicable

To exercise your rights contact:

11. Complaints

If you are unhappy with how we handle your data you have the right to complain to the Information Commissioner’s Office:

https://ico.org.uk/make-a-complaint/

12. Documents

The documents listed below are what your digital signature could be applied to. Please review these before signing.

• Veritas Solicitors - CFA

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal or operational changes. The latest version will always be available upon request.