We'reRefundednow Limited and we operate under the name Refundednow. We specialise in Claims Management Services.
We're regulated by the Financial Conduct Authority under FRN 937098 and our data protection registration number is A8766971.
This policy explains how and why we use your personal data when you contact us to potentially start a claim (you're a 'Potential Client') or contract for our Claims Management Services (you're a 'Client').
Have a question about something in this policy, or want to contact our Data Protection Officer? Complete a contact us form and highlight it for the attention of the DPO.
For the purposes of data processing we refer to you as either a Potential Client or a Client depending on your relationship with us. So that you can navigate your way through this policy easily, we've split it into three sections:
Potential Clients: this section is relevant to any potential customers who have not entered into a contract with Refundednow
Client: this section is relevant if you have entered into a contract withRefundednow
Everyone: this section is relevant to all individuals who engage with us, including potential clients and clients
Throughout this policy, we refer to your personal information as your data.
When you provide your data to us, you consent to us using your personal information to:
When you've contacted us about your claim, in order to move forward we need you to provide your full name, postal address, telephone number and email address. We're likely to also need information about your case, such as the bank involved and the amount you lost.
Once we receive this information we'll use your data to email you a Welcome Pack that includes full information about our services for you to sign. If you don't want to provide this information, or sign our contract contained in the welcome pack, then we won't be able to offer our Claims Management Services to you.
We'll keep your contact details following an enquiry for a maximum period of three years. During this time we may contact you using the contact details you provided in order to offer you our Claims Management Services. We'll retain call using the contact methods you've selected which could include:
We'll take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We'll store all the personal information you provide on our secure servers that are subject to strict security requirements.
You can withdraw your consent to us contacting you through any medium at any time. You can do so verbally via telephone or in writing via email, live chat or through the post using our contact details.
When you've contracted with us, we need you to hold your full name, postal address, telephone number and postal address. We need to hold details about your case, such as the events that took place as well as the amount that you lost.
In the process of working your claim, we speak to the banks / lenders relevant to your claim and potentially the Financial Ombudsman Service. During this process, we may obtain and share information with these organisations, such as bank account details or finance agreements relevant to the claim and complaint reference numbers. If you don't want us to process this information then we won't be able to offer our Claims Management Services to you.
While using our Claims Management Services, you agree for us to process your personal information through signing our Letter of Authority which means you agree to our Terms & Conditions, allowing us to:
Once you've entered into a contract with us, we'll keep your data for as long as necessary to fulfil the purpose it was collected for (our Claims Management Services). We'll normally keep your data for 6 years following from the date of the conclusion of your last contract. After this time has expired we'll delete the information or anonymise it so that it can't be linked to you.
We may retain your data relating to records for Claims Management Services in line with our legal and regulatory obligations including our accounting requirements and our regulatory obligations, such as complaint handling.
We'll take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We'll store all the personal information you provide on our secure servers that are subject to strict security requirements.
You're able to opt out of contact at any time telling us know via telephone, email, SMS or post. While under contract, you're unable to withdraw consent for postal communications, as we require this method of contact to fulfil our regulatory obligations.
You're able to withdraw consent verbally via telephone or in writing via email or post using the contact details stated in this policy and on our website.
I was under contract with you but decided to cancel before we received an outcome. What happens to my data?
If you've cancelled your contract with us before we received an outcome, we'll keep your data for as long as necessary (our Claims Management Services). If you've cancelled your contract with us, that data is only necessary in case we believe that, at a later date, our fee orRefundednow payable. We'll therefore normally keep your data for 3 years starting from the date of the cancellation of your last contract to this timescale, the date you contacted us to cancel your contract. After this time has expired we'll delete the information or anonymise it so that it can't be linked to you.