|Type of personal Information||Retention Period|
|General personal data which includes your normal personal data, personal identity and personal financial data||• 6 years after the end of our business relationship with you, or the end of your matter which ever comes later|
|Client Due Diligence Material which includes copies of your Passport, Drivers Licence, Bank Statements and any associated documents and explanations you have given to us to prevent fraud, financial crime and money laundering||• 5 years after the end of our business relationship with you, or the end of your matter which ever comes later|
|Special categories of personal data||• 6 years after the end of our relationship with you|
|Call recordings||• 1 year|
A cookie is a small file which asks permission to be placed on your computer’s hard drive. When you start browsing our website you will be presented with a pop-up asking for your consent to set those cookies. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a site. Cookies allowus to provide a better experiencewhen using our web application and to respond to you as an individual. The web application can then tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You may, if you wish, deny consent to the placing of Cookies; however certain features of the Website may not function fully or as intended.
You can choose to enable or disable Cookies in your internet browser. By default, most internet browsers accept Cookies but this can be changed. Please consult the help menu in your internet browser to find out how to enable or disable cookies. You can also choose to delete Cookies at any time; however, you may lose any information that enables you to access the Website more quickly and efficiently including, but not limited to, personalisation settings. We recommend that you ensure that your internet browser is up-to-date and that you consult the help and guidance provided by the developer of your internet browser if you are unsure about adjusting your privacy settings.
To recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
To recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
To record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests.
The services provided by Allay Claims Ltd. (Allay)
The term ‘Allay’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Generator Studios, Trafalgar Street, Newcastle Upon Tyne, NE1 2LA. Our company registration number is 06836398. The term ‘you’ refers to the user or viewer of our website.
The services provided by Allay Claims Ltd (Allay) consist of:
If the agreed fee is 24% (inclusive of VAT where applicable). (If you started your claims journey before 10/07/2018 the fees as per your T&Cs applies). If the redress we obtain for you is..
-£1,000, then the fee payable by you to us would be £240 (inclusive of VAT where applicable)
– £3,000, then the fee payable by you to us would be £720 (inclusive of VAT where applicable)
– £10,000, then the fee payable by you to us would be £2,400 (inclusive of VAT where applicable)
The fee will be payable to us upon receipt of an offer from the lender.
* For substantiation and referral of Your Claim to the Third Party, we will charge you £60 (inclusive of VAT where applicable)
* For referral of Your Claim to the FOS, we will charge you £60 (inclusive of VAT where applicable)
* For any manual communication e.g. an outgoing or incoming call/letter/email to or from either You or the Third Party, we will charge you £40 (inclusive of VAT where applicable)
* For any automated communication to e.g. automated update letters or text messages to you, we will charge you £10 (inclusive of VAT where applicable)
Allay Service Charge
Term of Use of website instantppi.com:
The term ‘Allay’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Generator Studios, Trafalgar Street, Newcastle-upon-Tyne, NE1 2LA. Our company registration number is 06836398. The term ‘you’ refers to the user or viewer of our website.
Allay (UK) Ltd has a responsibility to protect all client, corporateand all other information in accordance with the General Data Protection Regulations (GDPR) 2016. We are required to monitor all information being transferred by our employees to the public and all other organisations. Any transferal of data will be done in accordance with this policy.
This policy applies across Allay (UK) Ltdsuch that all staff will be made aware through induction training, general refresher training and through documentation. No employee will be exempt from this policy.
3. Data security:
3.1. It is Allay (UK) Ltd’s policy to comply with all laws regulating computers and data protection. Weminimise exposure to risk by adopting robust practices regarding the use of data or inappropriate, or illegaluse of software.
3.2. Save in relation to reasonable e-mail and Internet usage and policyour employees are only permitted to use Allay (UK) Ltd’s computer facilities to perform their job functions. We allow a restricted personal use policy which is subject to strict accountability.
3.3. To protect our client data staff are expected to keep their personal password confidentialat all times and in accordance with password policy such that staff must not use personal data in their password, they should change their password regularly and must never share or divulge their personal password to any unauthorised person.
3.4. Staff are only authorised to use systems and have access to information which is relevant to their job and know that they should neither seek information nor use systems outside of this criterion.
3.5. Software issued by Allay (UK) Ltd for your use is licensed to Allay (UK) Ltd and is protected by copyright law. Neither Allay (UK)Ltd nor any member of staff may make copies or distribute software that has been copied.
3.6. Staff are not permitted or authorised to:
3.6.1. install software ontoAllay (UK) Ltd’s computers without first obtaining permission to do so and, because of the risk to Allay (UK) Ltd’s computers of any computer virus staff are expected to raise any issue which may relate to a computer virus with the IT Manager.
3.6.2. download any ‘copyright’ material onto any device that is supported by our IT network. This includes downloading ‘copyright’ material ontoa personalmobile phone where access to Allay (UK) Ltd’s Wi-Fi has been granted.
3.6.3. download, onto any device that is supported by Allay (UK) Ltd’s network, any software for which Allay (UK) Ltd does not have a valid license. You must not download any such software without first obtaining the permission of the IT Manager.
3.7. Allay (UK) Ltdoperates a secure WiFi service that is restricted and only accessible via either the Operations Manager or the IT Manager. Allay (UK) Ltd reserves the right, in its sole discretion, to allow you to access Allay (UK) Ltd’s Wi-Fi for the personal use of either staff or visitors . Where access is granted the password is not providedbut is activated by authorized staff only and, where a password is made available (highly unlikely) the individual is advised that they are under a strict obligation not to share the relevant passwords or login details with other members of staff or other visitors. Accessing and using Allay (UK) Ltd’s Wi-Fi shall be restricted to only authorised and designated breaks.
3.8. All laptops with company data have full disk encryption enabled using appropriate OS software.
3.9. Only authorised staff are permitted to use USB Mass Storage Devices within Allay (UK) Ltd, as determined by the IT department, backed up with suitable job justification. Staff are advised to perform an Anti-Virus scan on any device after is has been plugged into any machine and where possible the USB device should be encrypted if the device is to be used to transport any company data.
4. Internet and E-mail Usage:
4.1. Allay (UK) Ltd’s computer system contains e-mail and Internet access facilities which are intended to promote effective communication within Allay (UK) Ltdand with clients and contacts relating to its business. Both systems are therefore used for that purpose.
4.2. Allay (UK) Ltd permit limited personal messages sent via e-mail, but these must respect the primary purpose of the e-mail system. Our policy states that our e-mail system should not be used for a purpose detrimental to the job responsibilities of a member of staff, for spreading gossip, for personal gain or in breach of any of Allay (UK) Ltd’s policies.
4.3. All individuals representingAllay (UK) Ltd’s best practice must refrain from including bad language and/or references to inappropriate or offensive content within any message sent on the e-mail system. Confidential information is not sent externally by e-mail without express authority and unless the messages can be lawfully encrypted.
4.4. Staff are permitted reasonable use of our Internet facility. This is limited to break times and to the accessing of appropriate sites. We have a policy on the accessing of unsuitable sites which is viewed seriously by Allay (UK) Ltd and can lead to disciplinary action.
4.5. Allay (UK) Ltd has the right to retrieve the contents of e-mail messages and to examine computers in relation to Internet access for monitoring whether the use of the e-mail and Internet systems is legitimate, to assist in the investigations of wrongful acts or to comply with any legal obligation.
4.6. Allay (UK) Ltd instruct staff that when they leave their PC unattended or on leaving the office they ensure any PC is locked or secured to prevent unauthorised users accessing our system and our data.
4.7. If, as a customer of Allay (UK) Ltdyou receive an e-mail message which has been wrongly delivered you should notify the sender of the message by redirecting the message to that person who will notify out Data Protection Officer who will then contact you to advise you of any action required.In the event the e-mail message contains confidential information you must not disclose or use that confidential information
4.8. Misuse of the e-mail or Internet system in breach of this policy is taken very seriously by Allay (UK) Ltd.If any misuse is bought to our attention that constitutesmisconduct it will be dealt with within the framework of Allay (UK) Ltd’s disciplinary procedure. Misuse of the e-mail system by transmission of any material in any of the following categories automatically constitutes gross misconduct:
• offensive or obscene;
• untrue or malicious;
• racist or otherwise contrary to Allay (UK) Ltd’s Equal Opportunities Policy
• protected copyright material.
5. Staff use of own device
Staff are fully briefed on the company Computer and Data Protection policy, with regards to Data Loss Prevention. Staff are aware that our IT department has the right to undertake audits on staff equipment that accesses the organisations data to ascertain whether or not this policy is being adhered to.
6. Sensitive Information
Allay (UK) Ltd operate a policy on the management of Sensitive information which is governed by the level of the Confidentiality in question and is marked appropriately in accordance with policy.
All PC and Servers are vulnerable to intrusion by viruses without sufficient protection these devices could become infected and all information on these machines vulnerable to corruption, being stolen and/or deleted.
Allay (UK) Ltd has a responsibility to clients, employees and third parties to protect data from such a threat. We maintain strict guidelines to protect the company from viral and worm contamination and provide the means to minimise disruption and business impact should preventative measures fail.
Our IT Department operates and maintains up to date effective anti-virus software on all computer systems that are liable to attack from malicious software.All networked PCs are updated with the latest applicable virus definition files daily on start up. Virus protection of computers that are not networked is also maintained. Provision of this requirement is made by our IT Department
It is the responsibility of each Line Manager at Allay (UK) Ltd to ensure this policy is deployed within their area of responsibility.
9. Customer Care Contact
If as a customer of Allay (UK) Ltd you have any concerns relating to any aspect of our Information Security Management System you should contact the Data Protection Officer
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:
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 correspondenceand 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.
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 www.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.
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 email@example.com. We may also use your information to provide and improve our products and services
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 communications about new product features or other news about Allay. You can opt out of these at any time by emailing firstname.lastname@example.org 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.
h) Making you aware of services we think you may be interested in.
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 email@example.com 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 datawe 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 http://www.Instantppi.com/data_retention.php 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.
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.
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 Termsof 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.
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 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 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|
|To protect your personal information when you use our website and our services||To protect your data and your identity|
Allay is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it 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 from time to time 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.
Allay Claims Ltd takes customer satisfaction very seriously — we are particularly proud of our many positive testimonials. Should you have the need to make a complaint it will be dealt with promptly and professionally according to our internal complaints procedures.
How can I make a complaint?
You may complain to:
Allay Claims Ltd.
Tel. 0191 462 0000
Complaints can also be submitted via the following email address, firstname.lastname@example.org or via our contact us form.
What happens next?
Our customer relations department will acknowledge your complaint within 5 days. We aim to fully investigate and respond to your concerns within 4 weeks. If this is not possible, we will write to you to explain why we are not yet in a position to resolve the complaint. We will then write to you again within 8 weeks of receipt of your complaint with either a full response or advising you that we are still unable to resolve your complaint. At this stage (after 8 weeks) you then have the right to refer your complaint to the regulator if you are not satisfied with the delay. Their address details are below.
If we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
I am not satisfied with the response, what can I do?
If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Ombudsman. You can do this through the following methods of contact:
Claims Management Ombudsman,
London, E14 9SR
Tel. 0800 023 4567
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