We are constantly improving our sites so there may be developments in how we use your data – all such developments will be promptly notified to you in this policy. Your continued use of our website will signify that you agree to any such changes.
Protecting your privacy is important to us. The basis on which you are entitled to access the website is set out below:
Data protection act 1998
We know how important it is to protect your personal information. Any Personal Information we hold will be subject to the appropriate legal safeguards under the Data Protection Act 1998. We will process your Personal Information in accordance with the terms and for the purposes of this agreement. You confirm that you have the consent of any third party whose details you may disclose to us to discuss such details and to authorise us and such associated partners referred to in the paragraph below to process such details for the purposes of assessing your enquiry.
We may be working closely with a number of specialist companies that offer a range of financial products; secured loan, re-mortgage, individual voluntary arrangement (IVA), debt management (DMP), unsecured loans, car finance, right-to-buy (RTB), general insurance, claims management, etc. – We try, where possible, to help present a number of different options to consider. We do not provide any form of financial advice or knowledge so in order to best resolve your financial situation and you may be contacted by one of these specialist companies, if it appears that from the information you submit to us, they may be able to help you. For this we may receive a one-off financial payment as an introduction fee or, on occasion, another form financial remuneration.
We may also disclose personal information about you to the extent required by Law, Court Order, by Government order or decree. Except as described above, we will not disclose your personal information to any third parties without your consent.
Right of subject access
We only collect data that is ‘personally identifiable’ to the extent deemed necessary to serve our legitimate business purposes. We ensure that safeguards are in place for the security and privacy of that information.
Information held by us will be processed only for purposes for which we have registered under the Data Protection Act.
You have the right to review, correct and delete information from our records, subject to certain conditions. Please contact our Compliance Officer should you have any concerns about any aspect of the information we hold. You have the right to ask for a copy of the information that we may hold about you. Upon you making a request in writing we will provide you with a copy of the information which we hold concerning you (after payment of small fee).
Data privacy and personal details
The personal details which you submit to us (Personal Data) are held by us. It is your responsibility to ensure that your Personal Data is accurate and up to date and to inform us of any changes that need to be made. By submitting your Personal Data you CONSENT to it being processed by us and any associated partners as notified in this Policy.
For each visitor to our website, our web server automatically recognises no information regarding the domain or email address. We will collect and store the email addresses of those who communicate with us via email or their contact details when submitting an enquiry.
We may use Personal Information provided to us to communicate with you by post, telephone , fax, email, SMS text or Whatsapp instant messenger for the purposes of assisting you with your enquiry. We may also use the information provided for marketing purposes to identify and provide you (by post, telephone , fax, email or SMS text) with details of other similar products or services which we or our associated companies, or an approved third party deem could be of interest to you. By submitting your details you will be giving consent for the details provided to be used in this wa If at any time you opt out of being updated we will cease all such future disclosure of data.
If you use standard email for communication with us, information will not be protected in the same way and you should be aware that we cannot guarantee that it remains confidential whilst in transit.
This site is intended for UK residents only unless otherwise stated. We will communicate with you in English. We may record and monitor calls for service quality.
It is our aim to give excellent service to all our customers, but we recognise that things can occasionally go wrong. We take any complaints that we receive seriously and we aim to resolve all of our customers’ concerns fairly, promptly and efficiently.
What to do if you are dissatisfied
To ensure that we provide the kind of service you expect we welcome your feedback. If you have any issues relating to the work our associated company is carrying out for you then you should refer your grievance directly to that company.
If at any time you are not happy with the service that we have given you, please write to us in order to explain your concerns.
How we will handle your complaint
We aim to resolve all complaints as soon as possible. If we are unable to resolve a complaint to your satisfaction by the close of the business day following its receipt we will write to you acknowledging your complaint and inform you
Who is dealing with it.
In order to resolve your problem, we will review all the documentation and information necessary to enable us to carry out a thorough investigation. In some instances, we may need you to provide us with further information or to provide us with authority to contact a third party. If the information or authority is not provided to us within 8 weeks of the request we may have to treat your complaint as closed.
Once an investigation of your concerns has been made, we will provide a written ‘Final Response Letter’ confirming our findings and, if applicable, any proposed resolution.
Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If we have been unable to complete our investigation within 4 weeks of receipt of your complaint we will write to you providing an update. We are committed to resolving all complaints within an absolute maximum period of 8 weeks from date of receipt. If we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.
If we cannot resolve your complaint.
Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can refer the matter to:
Further information can be found at www.financialombudsman.org.uk or by calling 0800 023 4567.
FOS provide a free independent adjudication service. A copy of our Complaints Handling Procedure, including details of the FOS Code of Practice are available from us upon request.
Following our Complaints Handling Procedures does not affect your right to take independent legal advice.
Following the Complaints Procedure does not affect your legal rights.
We shall not be liable for any claims or losses of any nature, arising indirectly or directly from use of the information on this website or hypertext links howsoever arising (except to the extent required by law).
At Money Advice Help, we are committed to providing our customers with the highest standards of service throughout the customer journey. In so doing, we are committed to ensuring that the Financial Conduct Authority’s Principle of “treating customers fairly” is adhered to at all times.
We recognise that both our customers and ourselves have everything to gain if we are looking out for your best interests and treat you fairly in all aspects of our dealings with you.
Our commitment to you
We vet our associated companies to ensure they:
Provide you with clear information about the products and services they offer, including fees and charges.
Establish your individual needs, preferences and circumstances before allowing any application or enquiry for a particular debt solution is made via their services.
Advise you on sources of information that would help you understand your situation and potential impacts of their services.
Encourage you to ask if there’s something you don’t understand.
Give you access to a formal complaints procedure should you become unhappy with their service.
How you can help us
To help us give you the most appropriate advice, we will ask you to:
Let us know about your individual needs, circumstances and preferences.
Let us know if there is any aspect of our service, or of a product our partners have discussed or recommended, that you don’t understand.
Tell us if you think there are ways we can improve our service.
What are cookies?
Cookies are pieces of data created when you visit a website, and contain a unique, identification number. Some cookies are stored in the cookie directory of your hard drive, and do not expire at the end of your session. Cookies do not contain any personal information about you and cannot be used to identify an individual user.
Cookies have a lifetime. Many only last until you close your browser or for a short time. These are called ‘session cookies’. Some last far longer though, for example, to enable a website to recognise you when you return to them. These are called ‘persistent cookies’. Where possible, we’ll let you know how long these cookies last for.
Cookies set directly by a website owner (like us) are generally known as ‘first party cookies’. Many (if not most) modern websites also use bits of hidden technology provided by other parties. Online advertising is a particularly common example. These other parties may also set cookies when you use our website. If they do so, their cookies are generally known as ‘third party cookies’.
There are some other computer technologies which are technically different to cookies but are used to perform very similar jobs and function in a very similar way. For example, ‘locally stored objects'(or ‘flash cookies’) are used to power some online video content, and ‘web bugs'(or ‘web beacons’) are used for many of the same purposes as cookies. When we provide services to you through our website, we want to make them easy to use, useful and reliable. Cookies are used to improve services for you through, for example:
enabling a service to recognise your device so you don’t have to give the same information several times during one task;
First party cookies
These are cookies we set and that our website needs in order to function and if they are not accepted by you, parts of the site won’t be usable. Example would be for us to save a visitor filter selection from our homepage. These cookies may be used to enable us to identify a visitor’s current browsing session and allows our website to function as intended. These cookies can also let us know what web channel you used to find us, along with the keyword you used.
Third party cookies
We regularly review the cookies we use and which our suppliers use to keep them to the minimum we think we need. In doing so, we aim to respect your right to privacy in your online life, which is very important to us, but also ensure you have a good browsing experience and ensure we have enough of the right kind of information to improve our website and the services which we offer. During your visit to our website(s) you may notice some cookies that are not related to our website(s). This happens when you visit a page with content embedded from a third party or use some of the links to social networking websites (e.g. FaceBook). We love it when you share information through a social media network but when you do so, please be aware that, these websites may place cookies on your device. We do not control how a third party uses their cookies. You should check these third party websites’ privacy policies for more information about their cookies if you are concerned about this.
We use various software tools that allow us to study, and then improve, how customers interact with our website(s) – this is known as website analytics. Examples of analytical tools that we use are: Google Analytics, Adobe Analytics and User Replay.
Analytics cookies allow us to understand more about how many visitors we have to the website(s), how many times they visit us and how many times a user viewed specific webpages within our site. Although analytics cookies allow us to gather specific information about the pages that you visit and whether you have visited our site(s) multiple times, we cannot use them to find out details such as your name or address.
How you can manage cookies
All popular browsers (e.g. Chrome, Internet Explorer, Edge and Safari) allow you to amend your cookie settings so that cookies are no longer enabled across all websites that you visit. For further information about cookies and how to disable them please go to the Information Commissioner’s webpage on cookies; https://ico.org.uk/for-the-public/online/cookies/.
If you want any further information about our approach to cookies and similar technologies, our website in general or have any other privacy questions relating to us, we’d be happy to help you.
The Insolvency Service
Money Advice Service
Citizens Advice Bureau
Debt Advice Foundation
Debt Support Trust
Thank you for taking the time to visit our website and read about our use of Terms and Policies.