Complaints

At Finance Advice Helpline Limited we strive to provide a high standard service, but there may be some instances where you are dissatisfied with our service. We take all complaints seriously and invite your concerns so that we can improve our services in the future. In the instance you have a criticism with the service provided from your appointed legal representative, you will be directed to their complaint’s procedure. However, we will take your concerns into consideration when deciding on conducting future business with the legal representative.

How to make a complaint:

You can make a complaint in writing, by letter, email or verbally over the phone or in person. When making a complaint you should explain your concerns alongside providing data such as your name or reference number to enable us to locate your records. This information will allow us to investigate your concerns as soon as possible. A complaint can be lodged with our nominated complaints handler: Mr Daniel Brito on the below:

• Post: 37 Stanmore Hill, Stanmore, HA7 3DS
  
  
• Email: complaints@financeadvicehelpline.co.uk
  
  
• Telephone: 02034769093

How we handle your complaints:

Your complaint will immediately be assigned to Daniel Brito who will gather all the relevant information to investigate your complaint. There may be a need to contact you. All information relevant to your complaint will be obtained and reviewed. For instance, if your complaint is in relation to receiving a call, your opt in consent will be investigated and obtained. If your complaint is in relation to the service provided from your legal representative, we will gather relevant information, alongside directing you to their complaint’s procedure. Your legal representative is authorised by the Solicitor Regulation Authority (SRA); therefore, they are required to comply with their regulatory requirements.

We will acknowledge your complaint within 5 working days which includes contact details, should you wish to liaise further at any time during the investigation.

We then have 8 weeks from the date we receive your complaint to provide you with an outcome of our complaint’s investigation. If after 8 weeks, we are unable to resolve your complaint, we will write to you providing an update on the progress and inform you when we expect to provide you with a final response. We aim to resolve the complaints within the given timescales but if we are unable to do so, we will write to you again, providing details on the progress of your complaint. If the conclusion of our complaints investigation shows that you have received an unsatisfactory service or have suffered a material loss as a result of the service we provided, we will make proposals to put this right. If this is not the case, we will write to you setting out how we reached our decision.

You will receive a final decision letter which will provide a full account of our investigation and of our conclusion. Where redress is appropriate, we will outline exactly the form of redress.

Appeal

If you are not satisfied with the outcome or do not agree with the conclusion of our investigation you have the right to appeal the decision. You can take your complaint directly to the Financial Ombudsman Service by letter, email or telephone. You can also take your complaint to the Financial Ombudsman Service if you do not receive an outcome within the timescale.

Please note that you have 6 months to escalate your complaint to the Financial Ombudsman Service from the date of receiving your final response or of the 8-week deadline.

You can contact the Financial Ombudsman Service by:

Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR

Email: complaints.info@fiiancial-ombudsman.org.uk

Telephone: 0800 023 4567

Website: http://cmc.financial-ombudsman.org.uk/contact-us

Please read these Terms of Use and our Privacy Policy carefully before you start using the website. If you do not agree to these Terms of Use please exit the website.

Information displayed on this website is for guidance only. The circumstances of any personal injury claim will always be specific to the claimant. Information provided here should not be relied upon for legal purposes.

www.myclaimhelpline.uk is owned and operated by Finance Advice Helpline Ltd.

www.myclaimhelpline.uk takes all reasonable steps to ensure that information on this website is correct. www.myclaimhelpline.uk accept no responsibility for legal accuracy of content or any mistakes or omissions www.myclaimhelpline.uk does not offer any express or implied representations, conditions, or warranties regarding the information shown herein.

By clicking “Find Out More” button you agree to be contacted by us in relation to your personal injury.

You hereby confirm that you have read and agree to these Terms of Use and Privacy Policy.

www.myclaimhelpline.uk excludes liability for any loss or damage, whether direct or indirect, arising from your use of this website.

www.myclaimhelpline.uk will refer your enquiry to selected third partners only with your consent. We undertake thorough checks on the third parties that we recommend to you in order that you receive a high quality service; however we take no responsibility for the delivery of, or effectiveness of the service you receive from any third parties we put you in touch with.

Copyright, Trademarks and all intellectual property rights contained on this website are the property of www.myclaimhelpline.uk.

The www.myclaimhelpline.uk website is expressly limited to personal, non-commercial use. Any usage beyond that described will be in breach of these Terms. No extract or copy of any part of this website may be used for commercial purposes without express permission, without exception.

At www.myclaimhelpline.uk, we’re committed to protecting and respecting your privacy.

Any questions regarding this policy and our privacy practices should be sent by email to info@financeadvicehelpline.co.uk

Who are we?

We are ‘my claim helpline’, a marketing website which aims to provide consumers with access to Solicitor Firms and Claims Management Companies who can help the consumer enquire about personal injury claims.

In this policy ‘My Claim Helpline’, ‘we’, ‘us’ or ‘our’ means:

‘My Claim Helpline’ which is a trading style of Finance Advice Helpline Limited, whose registered address is; Suite 3 Office On The Hill, 37 Stanmore Hill, Stanmore, England, HA7 3DS. Registered in England & Wales with registration number: 11285085. We are authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities. FRN:838876

How do we collect information from you?

Information you give us directly

We obtain information about you in the following ways:

For example, we will collect information about you when you complete our form, such as your name, email and postal address and contact telephone number in order to help you find a regulated advisor to help you with your potential claim.

Information you give us indirectly

We, like many companies, automatically collect the following information:

Technical information, including the type of device you’re using, the IP address, browser and operating system being used to connect your computer to the internet. This information may be used to improve the services we offer.

Information about your visit to this website, for example we collect information about pages you visit and how you navigate the website, i.e. length of visits to certain pages, Customer journey (e.g. how you arrived at our website).

We collect and use your personal information by using cookies on our website – more information on cookies can be found under the ‘Use of Cookies’ section below.

Use of 'cookies'

Like many other websites, this website uses cookies. 'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. For example, we use cookies to store your country preference. This helps us to deliver a better more personalised service when you browse our website and improve our services.

It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in reduced functionality when using our website.

How and why is your information used?

We may use your information for a number of different purposes, which may include:

• contacting you about the services, products or information you asked for, usually by telephone;
• keeping a record of your relationship with us;
• conducting analysis and market research so we can understand how we can improve our services, products or information;
• seeking your views or comments on the services we provide;
• notifying you of changes to our services;

Who we share your information with?

The data you provide to us will be used by us to make contact with you. In providing our service to you, we will put you in touch with a Solicitor suited to your needs. This could be dependent upon the type of injury you have sustained. We will share your information with our partners which include regulated claims management companies and legal representatives. We will share your information with the solicitor’s firm you enter into an agreement with to process your personal injury claim, as a result of our recommendation.

We do not share your information with other third parties for marketing purposes.

If, having spoken to you, we may put you in touch with vehicle hire or repair services where you have consented to us passing your details on. Our chosen third parties are EasiDrive Ltd and Kindertons Limited.

We will transfer your personal information to a third party solicitor firm or CMC in order to conduct a relevant claim check on your request, or if we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our staff, customers, users of the website or others. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

How and why is your information used?

We may use your information for a number of different purposes, which may include:

• providing you with the services, products or information you asked for.
• keeping a record of your relationship with us;
• conducting analysis and market research so we can understand how we can improve our services, products or information;
• seeking your views or comments on the services we provide;
• notifying you of changes to our services;

Social Media

• If you interact with us on social media platforms such as Facebook and twitter we may obtain information about you (for example, when you publicly tag us in an event photo). The information we receive will depend on the privacy preferences you have set on those types of platforms and we recommend you review those businesses privacy notices before you use their platforms.

How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for, the length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations (e.g. telephone recordings).

We review our retention periods on a regular basis.

Lawful Processing

Data protection law requires us to rely on one or more lawful grounds to process your personal information. We consider the following grounds to be relevant:

Consent – We will always obtain consent from you to provide the services offered through our website and to pass your data on to any third party that will assist in your claim process.

Lawful Basis - Where necessary so that we can comply with a legal or regulatory obligation to which we are subject, for example where we are ordered by our regulatory authority, we may process need to process your data under a lawful basis.

Your Rights

Under UK data protection law, you have certain rights over the personal information that we hold about you.

You have a right to request access to the personal data that we hold about you. You also have the right to request a copy of the information we hold about you, and we will provide you with this unless legal exceptions apply.

You have the right to have inaccurate or incomplete information we hold about you corrected. If you change email address, or if you believe any of the other information we hold is inaccurate or out of date, please contact us via email or post (see below).

You have a right to ask us to restrict the processing of some or all of your personal information if there is a disagreement about its accuracy or we’re not lawfully allowed to use it.

You may ask us to delete some or all of your personal information and in certain cases, and subject to certain exceptions; we will do so as far as we are required to. In many cases, we will anonymise that information, rather than delete it.

If we are processing your personal information (1) based on your consent, and (2) the processing is being done by automated means, you may ask us to provide it to you or another service provider in a machine-portable format.

You have the right to object to processing where we using your personal information for statistical/research purposes.

If you want to exercise any of the above rights, please email us at info@financeadvicehelpline.co.uk.

We may be required to ask for further information and/or evidence of identity. We will endeavour to respond fully to all requests within one month of receipt of your request, however if we are unable to do so we will contact you with reasons for the delay.

Please note that exceptions apply to a number of these rights, and not all rights will be applicable in all circumstances. For more details we recommend you consult the guidance published by the UK’s Information Commissioner’s Office, https://ico.org.uk/

16 or Under

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.

Review of this Policy

We keep this policy under regular review. This policy was last updated in October 2019.