Privacy Policy | Personal Chargeback

This notice explains how Personal Chargeback Ltd (“we”, “us”) collects, uses and protects personal data. It covers this website, our claims management service and our recruitment process. We are the data controller for all of the processing described here.

What we collect

Information you give us

Your name, email address, postal address and telephone number.
Details of the payment or loss you are asking us about: the amount, the date, the method of payment, who you paid, and what happened.
Correspondence with your bank, card provider or the firm you are complaining about.
Supporting evidence you send us, such as order confirmations, statements, screenshots and messages.
Where relevant to a claim, information about your circumstances at the time, including, in some cases, health or financial vulnerability information, which is special category data.

Information we collect automatically

Basic technical data when you use this site: IP address, browser type, pages viewed and referring page.
Records of form submissions, including anti-spam signals and rate-limiting data.

We do not buy marketing lists, and we do not obtain your details from lead generators.

Why we process it, and our lawful basis

To assess and run your claim. performance of a contract with you, or steps taken at your request before entering one.
To meet our regulatory obligations. legal obligation. As an FCA-authorised firm we are required to keep records of the advice we give and the claims we handle.
To answer enquiries and provide guidance. legitimate interests in responding to people who contact us.
To send the monthly email. consent, which you can withdraw at any time using the unsubscribe link.
To protect the site from abuse. legitimate interests in keeping our services secure and available.
Special category data. where you tell us about health or vulnerability, we process it on the basis of substantial public interest in relation to the provision of regulated financial services, or with your explicit consent.

How long we keep it

Enquiries that do not become claims: 12 months.
Claim files: six years from the closure of the claim, which reflects both the limitation period and our regulatory record-keeping obligations.
Complaints about us: six years from resolution.
Newsletter subscriptions: until you unsubscribe, and 30 days afterwards to honour the request.
Job applications: 12 months, unless you ask us to delete them sooner.

Who we share it with

We share what is necessary, and no more:

Your bank, card provider or the firm your claim is against. this is the point of the service.
The Financial Ombudsman Service or the Financial Services Compensation Scheme, where we refer a case on your behalf.
Our regulators, where they require it.
Service providers who process data on our behalf under contract: our hosting provider, our email provider and our case management system.
A solicitor, where you have asked us to refer your case onward and have agreed to the referral.

We never sell your personal data, and we never share it for anyone else’s marketing.

How we protect it

Access to claim files is restricted to the staff working on them. Data is encrypted in transit and at rest, access is logged, and staff are trained on handling vulnerable customers’ information. We will never ask you for your online banking password, your PIN or a one-time passcode, and you should never give those to anyone who does.

Your rights

You have the right to access the personal data we hold about you, to have inaccurate data corrected, to have data erased where we no longer need it, to restrict or object to processing, and to receive your data in a portable format. Where we rely on consent, you can withdraw it at any time.

To exercise any of these, contact us using the details below. We respond within one month. If you are unhappy with our response you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Automated decision-making

We do not make decisions about your claim by automated means. Every assessment is carried out by a person.

Children

Our service is not directed at people under 18 and we do not knowingly collect their data.

Changes to this notice

Where we make material changes we will update the date shown at the top of this page and, where the change affects an active claim, tell you directly.

Contact

Write to us using the contact details in the footer of this site, marking your message for the attention of the data protection lead.