Privacy Policy

 

UK Credit Limited (UKCL) – Privacy Policy

This Privacy Policy sets out what information UKCL will collect about you and how UKCL uses and protects any information that you give us (via this website or during any other transactions with us). UKCL may change its Privacy Policy wording from time to time by updating this page.

This page was last updated 30.05.2018

By submitting your application to UKCL, you confirm you have read this Privacy Policy and the UKCL Terms of use and Cookie Policy.

Our commitment to you about your personal information

We will treat all your information as private and confidential (even when you are no longer a customer).

Accuracy of the data we hold about you

If you have reason to believe that the data we hold about you is inaccurate, please write to us. We will promptly correct any information confirmed to be incorrect. See Contact us

Security of your data

UKCL is committed to ensuring that your personal information is held securely.

We have put in place various controls and procedures to protect and keep secure the information we collect online or hold separately.

If you contact UKCL, you will be asked a number of security questions before we will discuss your personal details or loan account with us.

Telephone calls

UKCL records telephone calls for monitoring, staff training and compliance purposes.

Cookies

Please refer to our cookies page.

About UK Credit

UK Credit Limited (UKCL)

  • UKCL is a company registered in England and Wales
  • Company number 06929807
  • Registered office: St Crispin’s House, Duke Street, Norwich NR3 1PD
  • VAT number is 765353512
  • Authorised and regulated by the Financial Conduct Authority Reference (FCA) No. 721556
  • Registered with the Information Commissioner’s Office. Registration number Z2022318.
What information do we collect from you?

Telephone calls
UKCL records telephone calls for monitoring, staff training and compliance purposes.
What information do we collect about you?
During the enquiry / application process and during the life of the loan we may collect personal and financial information including (but not limited to):

  • Your name & Date of birth
  • Residential address and address history (including postcodes)
  • Employment type and income (including details of benefits / secondary income)
  • Financial information, including details of employment, income, outgoings / monthly expenditure, bank details
  • Contact information including telephone number(s) and email addresses
  • Nationality / right to reside
  • Identifiers assigned to your computer or other internet connected device including your Internet Protocol (IP) address (device location, device type etc)
  • Visits to our website and the resources that you access, including, but not limited to, traffic data, location data, weblogs and other communication data
  • Information provided by you or obtained from third parties, such as credit reference agencies and fraud prevention agencies
  • The performance of your loan (if you make payments, should you take a loan with UKCL)
  • Correspondence between you and us, including the recording of telephone calls

We do not request ‘sensitive’ information (i.e. sexual orientation, religion, race, politics) during the application process.

If sensitive information is provided to us, we will ask for your explicit consent prior to recording it.

Legal basis for processing personal data – application process

When we process your personal data, including conducting credit searches, we do so on the basis that we have a legitimate interest and must do so to progress the loan enquiry, with a view to entering into the loan contract. Such processing is a requirement of the finance you have requested.

If you are uncomfortable with us processing your data, please do not proceed.

How we will use the information we collect about you?

The information gathered is used for the following reasons:

  • To process your application
  • Assess your credit profile
  • Carry out credit searches /checks with fraud prevention agencies
  • To keep your broker (if any) informed about the progress of your loan application
  • In some cases, to electronically verify your identity, income & bank account
  • To administer your loan and manage your account (if you take a loan out with us)
  • To record and respond to complaints
  • To improve our products and services
  • Statistical analysis, research and behavioural analysis
  • To improve this website
  • Anti-fraud measures
Credit searches – general

In order to process your application, we will perform credit and identity checks on you with one or more credit reference agencies (“CRAs”).

To do this, we will supply your personal information to CRAs and they will give us information about you. This will include information about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information.

We will use this information to:

  • Assess your creditworthiness and whether you can afford to take the product;
  • Verify the accuracy of the data you have provided to us;
  • Prevent criminal activity, fraud and money laundering;
  • Manage your account(s) – if you are the Borrower;
  • Trace and recover debts; and
  • Ensure any offers provided to you are appropriate to your circumstances.
  • The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the CRAs are explained in more detail at www.equifax.co.uk/crain. CRAIN is also accessible from each of the three CRAs – clicking on any of these three links will also take you to the same CRAIN document:

    UK Credit & credit scoring
    UKCL will make searches about you at credit reference agencies who will supply us with credit information (including details of your current outstanding debts & repayment profiles), as well as information about your ability to repay the proposed loan (by way of electronic income verification), information from the Electoral Register and information to confirm your identity (by way of electronic identity verification).

    When we conduct a credit search against you, you may be treated as financially linked and your application will be assessed with reference to any “associated” credit records (joint accounts / loans / credit).

    The information received from credit reference agencies will be used by UK Credit to populate a ‘credit scorecard’, which provides a ‘risk score’ and may determine whether you qualify for a loan with UKCL.

    If you are declined for credit, based upon scoring, it will have no wider impact upon your credit file. If you disagree with the automated decision, you may ask for your application to be reviewed manually, by UK Credit.

    Details of the decline will only be retained by UK Credit Limited.

    Credit searches & credit reporting: Borrower

    When you enquire, our initial credit search, which is used to generate your loan quote, is a ‘soft’ search (often referred to as an enquiry search) and does not leave a footprint on your credit file. The search should not impact upon your credit rating and cannot be seen by other people making searches in the future.

    The agencies will record details of the search whether or not the application proceeds.

    If you decide to proceed with the loan and funds are released, a ‘hard search’ (often referred to as an application search) will be carried out against you. This hard search will be recorded by the credit reference agency and may be seen by other people searching in the future. This is a requirement of the credit reference agency and common practice across the finance industry.

    During the life of the loan, UK Credit will submit details of your account status (balance and whether repayments are made) and how you conduct your account (including defaults) to the Credit Reference Agencies & Fraud Prevention Agencies. We will also inform the CRAs about your settled accounts. This information may be supplied to other organisations by CRAs.

    If you obtain a loan with us and whilst your loan account is live we may make periodic searches at Credit Reference Agencies and Fraud Prevention Agencies so that we can manage your account with us. These additional searches are also ‘soft searches’ and are not visible to other organisations viewing your credit file.

    The information recorded by the Credit Reference Agencies will typically remain on your credit file for a period of six years.

    Credit searches & credit reporting: The Guarantor

    If you agree to be a Guarantor, we will conduct a ‘soft’ search (often referred to as an enquiry search) against you. The search does not leave a footprint on your credit file, should not impact upon your credit rating and cannot be seen by other people making searches in the future.

    The agencies will record details of the search whether or not the application proceeds.

    At no stage do we conduct a hard search (often referred to as an application search) against the Guarantor.

    If the Borrower proceeds with the loan, during the life of the loan we may make periodic searches at Credit Reference Agencies and Fraud Prevention Agencies so that we can manage the account. These additional searches are also ‘soft searches’ and are not visible to other organisations viewing your credit file.

    The account status (balance and whether repayments are made) is not reported against the Guarantor.

    Your credit file will not be impacted by the conduct of the account, unless a County Court Judgement (CCJ) is obtained against you, for non-payment / breach of contract.
    If a County Court Judgement (CCJ) is obtained against you, this will be recorded against you and will remain on your credit file for a period of six years.

Who will we share your data with?

See also, “Credit searches & credit reporting”

This is possibly the area of most concern to customers.

Rest assured – we will not share your data with anyone else unless we have your express consent or where the disclosure is made at your request, except where we are required to do so by law or asked to do so by a court or regulator.

In summary; we don’t pass your data to anybody without your consent, unless we have a legal / regulatory obligation to do so.

If fraudulent activity is detected, UK Credit will submit details to Fraud Prevention Agencies.

Information sharing with the Borrower / Guarantor

If you enter into a loan agreement with us (the Borrower), or agree to be the Guarantor, we will share financial information about the conduct of the account with both the Borrower / Guarantor.

This includes (but is not restricted to) UKCL contacting the guarantor in certain circumstances, for instance where the Borrower fails to make any payment due on the loan and informing the Guarantor of any default on the agreement.

Information sharing with your intermediary / broker (if applicable)

If you have been introduced to us via a third party, for example a credit broker or price comparison website, we may disclose information concerning the progress of your application to them, whether you have been successful and the size of the loan taken out.

The broker will not be informed about the performance of the loan (whether you are paying or not) once funds have been released (unless you provide your consent to this).

Information sharing with third parties (legal advisors, tracing agents, debt recovery agents, courts)

If we are seeking to trace you or communicate with you for an unpaid debt, we may share your details with third party organisations (tracing agents, solicitors) which will operate on behalf of UKCL.

Sharing your data outside of the European Economic Area (EEA)

Your data may be transferred to a destination outside the European Economic Area (EEA). It may also be processed by companies operating outside the EEA who work for us or introduce business to us. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Credit reference agencies – statistical analysis

From time to time, UK Credit might share loan performance data (whether you have paid) with the credit reference agencies, for the purposes of data analysis / development of new products / scorecards.

Marketing

Your consent
When you submit your application for a loan, we will ask you if you want to receive marketing information from UK Credit, about products from UK Credit (opportunities to take out new loans / new loan products etc).

You can decide if you want to receive information and how you want to receive it (email, SMS, telephone etc).
Future marketing
If you have provided your consent, we will keep you informed of new products and the availability of any top up loans offered by UK Credit Limited.

We will not pass your details to other third party organisations, for the purposes of marketing, without your consent.
Changing your mind
If you want to change your marketing preferences, you can update them online or make contact with our offices directly.

Online at: https://preferences.ukcredit.co.uk/
By post: Marketing Preferences, UK Credit Limited, St Crispins House, Duke Street, Norwich, NR3 1PD
By phone: 01603 828828

Simply let us know what changes you want to make and we will update within 28 days (Electronic marketing) and two months (direct mail).

Anti-fraud measures

General
Before we provide services, goods or financing to you, we undertake checks for the purposes of preventing fraud and money laundering, and to verify your identity. These checks require us to process personal data about you.

The personal data you have provided, we have collected from you, or we have received from third parties will be will be used to prevent fraud and money laundering, and to verify your identity.

Details of the personal information that will be processed, for example: name, address, date of birth, contact details, financial information, employment details, device identifiers including IP address and vehicle details.

We and fraud prevention agencies may also enable law enforcement agencies to access and use your personal data to detect, investigate and prevent crime. We process your personal data on the basis that we have a legitimate interest in preventing fraud and money laundering, and to verify identity, in order to protect our business and to comply with laws that apply to us. Such processing is also a contractual requirement of the services or financing you have requested.

Fraud prevention agencies can hold your personal data for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years.
Automated decisions – Anti-fraud
As part of the processing of your personal data, decisions may be made by automated means. This means we may automatically decide that you pose a fraud or money laundering risk if:

  • our processing reveals your behaviour to be consistent with that of known fraudsters or money launderers; or is inconsistent with your previous submissions; or
  • you appear to have deliberately hidden your true identity.

You have rights in relation to automated decision making: if you want to know more please contact us using the details above.

We use services provided by a third-party organisation, iovation Inc, for the purposes of fraud prevention and account authentication purposes. iovation are based in the US. Their third-party services help us decide whether to accept transactions from electronic devices by analysing device attributes and checking whether they have been associated with fraudulent or abusive transactions in the past. The service also helps verify your identity by registering and remembering devices associated with your account. We also report to iovation if we conclude that a device has been used in connection with a fraudulent or abusive transaction with us. iovation may track your activity over a network of different sites that subscribe to their services. Please see www.iovation.com and their privacy policy for more information about this service.

Consequences of processing – Anti-fraud

If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services, goods or financing you have requested, or to employ you, or we may stop providing existing services to you.

A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. If you have any questions about this, please contact us on the details above.
Data transfers
Whenever fraud prevention agencies transfer your personal data outside of the European Economic Area, they impose contractual obligations on the recipients of that data to protect your personal data to the standard required in the European Economic Area. They may also require the recipient to subscribe to ‘international frameworks’ intended to enable secure data sharing.

Your rights

Your personal data is protected by legal rights, which include your rights to:

  • object to our processing of your personal data (1);
  • request that your personal data is erased or corrected (1);
  • request access to your personal data (2).

(1) You may have the right to have information we hold about you erased (deleted), corrected or to have the processing restricted.

  1. Requests to correct data – UK Credit will correct any data we hold about you if you are able to evidence that the data we hold is inaccurate.
  2. Requests to delete data – UK Credit will delete your data, at your request, unless UK Credit has a legal obligation / legitimate interest to hold / process your data. For instance; reporting to credit reference agencies the conduct of the loan account, recording and retaining information relating to complaints, retaining information for the purposes of Anti Money Laundering, retaining information for the purposes of responding to law enforcement agencies / government agencies.

For more information or to exercise your data protection rights please, please contact us.

If you are unhappy about how your personal data has been used, please refer to our complaints policy.

You also have a right to complain to the Information Commissioner’s Office https://ico.org.uk/concerns/, which regulates the processing of personal data.
(2) Your right to access information that we hold about you (Data Subject Access Requests)
We may process and store information about you electronically and/or in manual records. Any such information that is personal data as defined in the Data Protection Act 1998 (“DPA”) will only be used by us for the purposes registered by us under the DPA.

The DPA gives you the right to ask us to provide you with certain information that we hold about you.

Any request in that respect should be made in writing, please see contact us.

There is no charge for submitting a Subject Access Request.

Upon receipt of a Subject Access Request, UK Credit has a maximum of 30 days to respond.
“How long does UKCL keep personal data?”
Below we have listed the various retention periods (how long we keep your data) and the reasons for retaining it.

How long does UKCL keep personal data?

Below we have listed the various retention periods (how long we keep your data) and the reasons for retaining it.

Data type / information held

If you submit your details to UK Credit Limited but do not progress as far as a credit search.

Loan application details including personal information (name, address, postcode etc.) / loan quote documents / documents submitted by you / correspondence / IP Address.

Retention period

6 months from the date you apply *

* unless UK Credit Limited has an overriding obligation to retain your details longer.

Basis for retention

Legitimate interest / regulatory requirement
May include;

  • Progressing and assessing application for credit
  • Dealing with complaints
  • Responding to requests from bodies such as
    police, national crime agency,
    department for work & pensions etc
Data type / information held

If you submit your details to UK Credit Limited and a credit search is conducted against you, but you decide not to progress with the loan or if UK Credit Limited is unable to provide a loan.

Loan application details including personal information (name, address, postcode etc.) / loan quote documents / documents submitted by you / correspondence / IP Address / credit history / bank account details

Retention period

12 months from the date that credit search carried out*

* unless UK Credit Limited has an overriding obligation to retain your details longer.

Basis for retention

Legitimate interest / regulatory & legal requirement.

  • Progressing and assessing application for credit
  • Dealing with complaints
  • Responding to requests from bodies such as
    police, national crime agency,
    department for work & pensions etc
Data type / information held

If you submit your details to UK Credit Limited, and a credit search is conducted against you and you obtain a loan with UK Credit Limited.

Loan application details including personal information (name, address, postcode etc.) / loan quote documents / documents submitted by you / correspondence / IP Address / credit history / bank account details and loan performance (details of the loan obtained with UK Credit Limited, including the amount, the loan term, the monthly repayment and a record of payments due and payments received, arrears rates (if any) and the recording of defaults).

Retention period

Proof of Identification and proof of address will be held five years from end of the relationship (loan paid off) *

All other personal information (Name, address, postcode, credit history, loan documents) will be held six years from end of the relationship (loan paid off)*

*unless UK Credit Limited has an overriding obligation to retain your details longer.

Basis for retention

Legitimate interest / regulatory & legal requirement.

  • Progressing and assessing application for credit
  • Administration of loan
  • Dealing with complaints
  • Responding to requests from bodies such as
    police, national crime agency,
    department for work & pensions etc
Data type / information held

Complaints data

Loan application details & complaints information, including;

personal information / loan performance data / loan documents / correspondence / date of complaint / outcome of complaint / compensation paid

Retention period

Six years from end of the relationship (loan paid off)*

*unless UK Credit Limited has an overriding obligation to retain your details longer.

Basis for retention

Legitimate interest / regulatory & legal requirement.
Legal & regulatory obligations in respect of complaint recording and handling.

For responding to subject matter of complaint.

Data type / information held

Consent to receive marketing from UK Credit Limited

Your preferences, as recorded through communications with you.

Retention period

Retained until you ask to be deleted from marketing preferences database.

Basis for retention

Consent
To ensure your wishes relating to marketing preferences are accurately maintained.

All telephone call recordings:

Retained for a maximum period of twelve years from the date of the call.

Emails:

Retained for a maximum period of ten years from the date of the email.

Contact us

For general enquiries
Post: UK Credit Limited, St Crispin’s House Duke Street Norwich NR3 1PD.
Telephone: 01603 828828
Email: Welcome@UKcredit.co.uk

Data Protection
Post: Data Protection, UK Credit Limited, St Crispin’s House Duke Street Norwich NR3 1PD.
Telephone: 01603 896747
Email: Brendan.Wilson@ukcredit.co.uk

Complaints

You should find your dealings with us to be professional, efficient but also friendly. We recognise however that from time to time you may have cause for complaint.

If you have a complaint about any aspect of the service you have received, our staff will be happy to investigate.

Please bring your concerns to our attention as soon as possible – the sooner we know the sooner we can respond.

We have a formal complaints procedure to ensure your complaint is handled quickly, fairly and efficiently.

You can lodge your complaint by telephone, letter, email or fax, see our contact us page.

If you complain by telephone we will make every effort to resolve your concerns over the telephone. If we are able to resolve your complaint within three working days of receipt, we will consider the complaint closed. You will be issued written confirmation that your complaint has been closed.

If we are unable to resolve your complaint within three working days, perhaps due to the complexity of the issues you have raised, we will follow the process as detailed below.

  • We will send you a written acknowledgement promptly, usually within 5 working days. The matter(s) raised will then be investigated by a manager in the company.
  • We will carry out a full investigation into the matters you have raised.
  • Once the investigation is concluded a full written response will be provided to you within 8 weeks of receiving your complaint. It will detail our investigation into the matters you have raised. We will ensure the correspondence is in clear English.
  • If we fail to provide a final response within 8 weeks of receiving your complaint, we will write to you again, detailing when we anticipate we will respond. You may be entitled to refer your complaint directly to the Financial Ombudsman Service at this point.
  • If you are not fully satisfied with the final response you may be entitled to refer your complaint to the Financial Ombudsman Service.

We will provide you with details of the Financial Ombudsman Service and answer any questions you might have about referring your complaint to them.

If you wish to refer your complaint to the Financial Ombudsman Service, you will need to do so within six months of the date of our final response.

The Financial Ombudsman Service may be contacted directly:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0300 123 9123
Website: www.financial-ombudsman.org.uk