Privacy Policy
Qure Group Privacy notice
This privacy notice tells you what to expect us to do with your personal information. This website is not intended for children and we do not knowingly collect data relating to children.
Contact details
Post: Clayton House, 59 Piccadilly, Manchester, M1 2AQ, GB
Telephone: 0161 3834750
Email: escalations@quregroup.co.uk
What information we collect, use, and why
We collect or use the following information to provide services including dealing with queries, complaints or claims.
- Names and contact details
- Addresses
- Purchase history
- Payment details (including card or bank information for transfers and direct debits)
- Account information
- Call / video recordings
- Records of meetings and decisions
- Information relating to compliments or complaints
- Witness statements and contact details
- Customer or client accounts and records
We collect or use the following information for the operation of client accounts:
- Names and contact details
- Addresses
- Account information, including registration details
- Marketing preferences
We collect or use the following information to comply with legal requirements:
- Name
- Addresses
- Contact information
- Financial transaction information
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
- Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
- Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
- Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.
- Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
- Your right to object to processing – You have the right to object to the processing of your personal data. You can read more about this right here.
- 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. You can read more about this right here.
- Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- 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.
Our lawful bases for collecting or using personal information for the operation of customer accounts are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for legal requirements are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Where we get personal information from
- Directly from you when engaging with any dispute we may be handling involving work you have had done
- Records provided from Third Partieswhen providing details in relation to any ongoing dispute requiring our assistance
- Any personal information provided during video and audio recording provided to support any ongoing dispute requiring our assistance
- Referrals from carefully selected third party firms where data sharing agreements are in place and consent has been obtained.
How long we keep information
Any personal data may be retained for 6 years after the last transaction. This is with the exception of call recording data which may be held for up to 12 months.
Who we share information with
- Contractors
- Financial or fraud investigation authorities
- Credit reference agencies
- Regulatory authorities
- Organisations we’re legally obliged to share personal information with
- Investors
- External auditors or inspectors
- Certification Bodies, Consumer Codes, Manufacturers and System Designers
- Suppliers and service providers
- Selected third parties such as but not limited to:
- Fixzy Ltd – This third party does the following activities for us: Providing Video imaging software providing ability to remotely assess and record property repair in relation to ongoing disputes.
- Freshworks Inc – This third party does the following activities for us: provision of a software platform which supports the processing of claims and disputes.
- Xero (UK) Ltd – This third party does the following activities for us: Provision of accounting software including the processing of invoices.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice. If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint