Privacy Policy

1. Introduction
This policy sets out the basis on which Qure Group (“we”) collect and process your personal data.

For the purpose of the Data Protection legislation and rules (the Act), Qure group is the entity and data controller responsible for holding and using your data.

Qure Group provides alternative dispute resolution (ADR) services to a number of consumer protection schemes, trade organisations, financial institutions and clients who it has a relationship with. We provide services to consumers, businesses and to members of the schemes. We may share data and information with other parties, and this is explained in the policy below.

2. Third Parties
By providing your data to Qure Group, your data could be shared with one or more parties of our approval trades panel. This includes:

Installers,
Chartered Surveyors,
Remedial Contractors,
Approved Inspectors.
Independent Consultants.

Dependant on the complexity and nature of any additional work that may be required in relation to the case, your data may also be shared with home improvement and renewable trade specialists. However, prior consent will always be sought before instigating this nature of data sharing.

We may also be required to share your data with our regulatory bodies or bodies providing support for the scheme (such as other consumer schemes, consumer codes, trading standards authorities, government departments and legal or regulatory authorities).

Limited personal data may also be shared with our limited internal supplier panel, and only where necessary to facilitate our service to you.

3. Information we may collect about you
We collect and process different kinds of personal data that we need to assist in resolving complaints, claims and disputes. This will be about consumers, traders and others linked to these services. Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

Examples of Personal Data we may collect include:

Full name;
Marital status,
Title,

Other sensitive personal information / documentation such as Lasting Power of Attorney Contact Data we may collect includes:

Address,
Email address,
Telephone numbers,
Emails,
Text messages,
Other communications such as Teams and Fixxy

4. How and why we collect this information
Generally, Qure will obtain this information directly from the Installer via a secure online referral. However, we may collate this data directly from you where we have been unable to obtain the necessary information from Installers.

We may also collect this information directly from you where you make a complaint to us, to respond to a complaint made or to provide us with evidence.

We may also collect this information from the other party to initiate our services and invite you to participate or as part of their evidence. Some details provided may be confidential or privileged.

Where you are a party to an ADR agreement, we will process your information based on the contract with you. If you are not a party to an ADR agreement (as an employee of a trader or because you have not agreed to participate) we process your information based on our legitimate interest to do so as part of the scheme or contract with the instructing party. Personal information is obtained, generally in order to verify your identity and prevent fraud as well as for other general legal and regulatory reasons.

5. Using the information
We use information held about you in the following ways:

To provide you with information concerning a complaint, claim or dispute and manage the process in accordance with our rules. We provide this support to the parties so we can deliver our service. Personal data is not made available other than to those it concerns, to members, businesses or clients who have provided the data to us or as set out in this policy.

To carry out our obligations in accordance with our scheme.

If you provide us with personal data about another individual, you acknowledge that you have permission from that individual to do so and that they understand how we will process their personal data. We recommend that they read this Privacy Notice.

6. How we store your personal information:
Your information is securely stored. Where possible we try to restrict data transfers to the EU only. We will only transfer your personal data outside the UK if the organisation we are sharing data with operates in an equivalent jurisdiction i.e. The country applies equivalent levels of protection as the UK. In these circumstances, we will have a contract in place to make sure the recipient protects the data to the same standard as is required in the UK.

The length of time we retain your information is determined by the purpose for which we use that information and our obligations under laws and regulation. We do not retain personal information in an identifiable format for longer than necessary.

Consumer and Account data will be retained for a period of at least six years after the last transaction. This is with the exception of call records which will be held for a maximum of one year from the recording date. This is to investigate any future complaint and enable Qure to validate work completed or decisions made.

In certain circumstances you can ask us to delete your data: see the Data Protection Rights section for further information.

If your information is transferred to a third party their Data Retention Policy may differ to ours.

7. Your rights
In accordance with UK Data Protection law, you have a number of rights in relation to your personal information. These are:

Your right of access - You have the right to ask us for copies of your personal information.
Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing - You have the right to object to the processing of your personal information in certain circumstances.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at Qure Group Ltd, Clayton House, 59 Piccadilly, Manchester, M1 2AQ if you wish to make a request.

8. Links
Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers, and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.

Please check these policies before you submit any data about you to these websites.

9. How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at Qure Group Ltd, Clayton House, 59 Picadilly, Manchester, M1 2AQ. Or alternatively, please email escalation@quregroup.co.uk.

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:

Information Commissioner’s Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk