Last updated: [effective date]
This policy explains how CC Recovery Ltd ("we", "us") collects and uses personal information when you use our website, contact us, start a case or use our client portal, and the rights you have. We are the controller of your personal information.
Information we collect
- Contact details: your name, email address, phone number, postal address and country.
- Information about your case: what happened, the type of scam, amounts, dates and methods of payment, and the banks or firms involved.
- Documents and messages: statements, screenshots, letters and other files you upload, and messages you exchange with us in the portal.
- Identity information: documents we may need to confirm who you are before acting for you.
- Account and security information: your portal login, sign-in history, IP addresses, browser and device information, and records of actions taken on your case.
- Information about your circumstances: if you tell us about health or other circumstances that make you vulnerable, so we can support you appropriately.
Where it comes from
Mostly from you, through our Start your case form, the portal, email or phone. With your authority, we also receive information from your bank or payment provider and from the Financial Ombudsman Service in the course of your claim.
How we use it, and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Reviewing your enquiry and telling you about your options | Steps you asked us to take before entering a contract |
| Pursuing your claim, running your portal and keeping you updated | Performance of our contract with you |
| Keeping records required by our regulator and by law, and handling complaints | Legal obligation |
| Protecting accounts, preventing fraud and keeping audit records | Our legitimate interests in running a secure service |
| Using information about health or vulnerability to support you | Your explicit consent, which you can withdraw at any time |
We do not sell your information, and we do not use it for automated decisions that have legal or similarly significant effects on you.
Who we share it with
- Your bank or payment provider, and the Financial Ombudsman Service, to pursue your claim.
- Service providers who host our systems or send email for us, under contracts that require them to protect your information: [list hosting and email providers].
- Our regulator, the police or other authorities where the law requires it.
- Professional advisers, such as lawyers and auditors, where needed.
International transfers
[State whether any information is processed outside the UK, and the safeguards used (for example, UK adequacy regulations or the International Data Transfer Agreement)]
How long we keep it
We keep your information only as long as we need it for the purposes above. Case records are kept for [retention period, for example 6 years after your case closes] to meet regulatory requirements and to deal with any complaints or legal claims. Enquiries that do not become cases are kept for [retention period for enquiries]. After that, information is securely deleted.
How we protect it
Your information is held in a secure portal with role-based access, protected file storage and an audit log of every action. See our Security page for details.
Your rights
You have the right to:
- ask for a copy of the information we hold about you;
- ask us to correct information that is wrong or incomplete;
- ask us to delete information, or restrict how we use it, in certain circumstances;
- object to our use of your information where we rely on legitimate interests;
- ask us to transfer information you gave us to another organisation;
- withdraw your consent at any time, where we rely on consent.
To use any of these rights, contact us using the details below. We will respond within one month.
Complaints
If you are unhappy with how we have handled your information, please tell us first. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.
Contact us
CC Recovery Ltd, Unit 6 St. Peter's Wharf Terrace Level, St. Peter's Basin, Newcastle Upon Tyne, United Kingdom, NE6 1TZ. Email support@ccrecovery.org. Data protection registration: [ICO registration number].
Changes to this policy
We may update this policy from time to time. The date at the top shows when it was last changed.