PRIVACY POLICY

At Disrepair Help, we take your privacy seriously. This Privacy Policy explains how we collect, use, store, and protect your personal information when you contact our call centre. We are committed to handling your data in a fair, transparent, and secure way in accordance with applicable data protection laws.

Disrepair Help is a trading style of Conclusive Financial Limited , (ICO number ZA007561) registered at the address: Cheadle Place, Stockport Road, Cheadle, Stockport,SK8 2JXS

1. INFORMATION WE COLLECT

  • Your name and contact details (phone number, email address, postal address)
  • Call recordings (for training, monitoring, and quality assurance purposes)
  • Account or reference numbers related to your interaction
  • Any other information you choose to share with us during the call

2. LEGAL BASIS FOR PROCESSING YOUR DATA

Consent

We process your personal data based on your consent, which is requested at the beginning point of an enquiry Legitimate interest.

Legitimate interest

We process your personal data based on our legitimate interests to provide you with efficient and effective service. This includes recording calls for quality assurance, training, dispute resolution, and improving our services. We carefully assess our need to process your data with your privacy rights and interests to ensure they are not overridden. You have the right to object to this processing at any time—please refer to the “Your Rights” section of this policy for more information.

3. HOW WE USE YOUR INFORMATION

  • Provide customer service and support
  • Handle enquiries, complaints, or requests efficiently
  • Improve the quality and training of our staff
  • Comply with legal and regulatory obligations
  • Keep accurate records of our communications

4. INTERNATIONAL TRANSFER

If we do share your information outside UK or EEA, we will make sure that it is protected in the same way as if it was being used within the UK. We will make any decision in confidence, knowing that the appropriate safeguards are in place to ensure personal data is kept safe. More information can be found on the
Information Commissioner’s Office website.

In any case, we will ensure that there are appropriate security measures in place such as technical security, including encryption and restricted access to your data. We have strict contracts in place to make sure your data is kept safe. If you have any questions, please contact us.

5. CALL RECORDING

All or some calls may be recorded for training, monitoring, and quality purposes. Recordings are stored securely and only accessed by authorised staff.

6. SHARING YOUR INFORMATION

We do not sell your personal data.

We may share your information with:

  • Other departments within Conclusive Financial Limited where necessary to resolve your enquiry
  • Approved third-party service providers who support our operations (e.g. IT, system providers)
  • Regulators, law enforcement agencies, or other authorities when required by law
  • Your information may be passed onto one of our third-party partners if you qualify for their services, however this will only be done with your full consent

All third parties are required to keep your information secure and only use it in line with our instructions.

PROCESSORS

7. DATA SECURITY
We use strict technical and organisational measures to keep your information safe from unauthorised access, loss, or misuse.

8. DATA RETENTION

We will keep your contact details following an enquiry for a maximum period of three years. During this period, we will contact you using the contact details you have provided to offer you our services as per your initial enquiry. Contact will be made using the contact methods you have provided which could include:

  • Telephone, text message (SMS), messaging such as WhatsApp, email; and

We will keep your information only for as long as necessary to:

  • Fulfil the purposes described in this Privacy Policy
  • Comply with legal or regulatory requirements

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

9. YOUR RIGHTS

  • Under data protection laws, you have the right to:
  • Access the personal information we hold about you
  • Request corrections to inaccurate information
  • Request deletion of your data (where applicable)
  • Object to the processing of your data in certain circumstances
  • Request a copy of your information in a portable format

To exercise these rights, please contact us using the details below:

EMAIL – complaints@conclusivefinancial.co.uk

POSTAL – Conclusive Financial Ltd
Cheadle Place
Stockport Road
Cheadle
Stockport
SK8 2JX
UNITED KINGDOM

You also have the right to make a complaint to the Information Commissioner’s Office (ICO) if you are unhappy with how we have used your personal information.
You can find details of how to make a complaint to the ICO on their website, at:
https://ico.org.uk/make-a-complaint/

ICO’s address:
Information Commissioner’s Office Wycliffe
House,
Water Lane,
Wilmslow,
Cheshire, SK9 5AF
Helpline number:
0303 123 1113