Privacy Policy

1. Introduction

Jigsaw Claims Ltd T/A PCP REFUND WIZARD ("we", "us", "our") is committed to protecting and respecting your privacy.

This Privacy Policy explains how we collect, use, store, and protect personal data in accordance with:

• UK General Data Protection Regulation (UK GDPR)
• Data Protection Act 2018
• ICO guidance
• FCA regulatory requirements

2. Company Details

Jigsaw Claims Ltd acts as a Data Controller for the personal data it processes.

3. Personal Data We Collect

We may collect and process the following categories of personal data:

• Name, address, email address, and telephone number
• Date of birth
• Financial and claim-related information
• Details of financial products or services relevant to a claim
• Call recordings and correspondence
• Complaint-related information
• Any other information you choose to provide

4. How We Collect Personal Data

We collect personal data through:

• Telephone calls (inbound and outbound)
• Email, post, and online enquiries
• Introducers or lead generators
• Documents you provide during the claims process

5. Lawful Basis for Processing

We process personal data under one or more of the following lawful bases:

• Consent – where you have provided clear permission
• Contract – where processing is necessary to provide claims management services
• Legal obligation – where required by law or regulation
• Legitimate interests – where necessary for business operations and not overridden by your rights

6. How We Use Your Personal Data

We use personal data to:

• Assess and manage claims
• Contact you regarding your claim or enquiry
• Provide claims management services
• Communicate with lenders, insurers, solicitors, or other relevant parties
• Comply with FCA and legal obligations
• Train staff and monitor quality (including call recording)
• Handle complaints and disputes

7. Sharing Your Personal Data

We may share your personal data with:

• Solicitors, lenders, insurers, Experian, Equifax, Checkboard, and legal representatives
• Third-party service providers (e.g. IT, compliance, or storage providers)
• Regulatory bodies, including the FCA and ICO, where required

All third parties are required to maintain appropriate security and confidentiality.

8. Marketing Communications

We may contact you for marketing purposes where permitted by law.

You have the right to:

• Object to marketing at any time
• Withdraw consent

You can do this by contacting us using the details above.

9. Call Recording

Telephone calls may be recorded for:

• Training and quality assurance
• Compliance and regulatory purposes
• Evidence of consent and instructions

Recordings are stored securely and access is restricted to authorised personnel.

10. Data Retention

We retain personal data only for as long as necessary, taking into account:

• FCA and legal requirements
• Limitation periods
• Complaint handling obligations

When no longer required, data is securely deleted or anonymised.

11. Data Security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse.

These measures are aligned with UK GDPR Article 32 and ICO guidance.

12. Your Data Protection Rights

Under UK GDPR, you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request erasure of your data
• Restrict processing
• Object to processing, including direct marketing
• Request data portability
• Withdraw consent at any time

Requests can be made using the contact details above.

13. Complaints

If you are unhappy with how your personal data has been handled, you may contact us directly.

You also have the right to complain to the Information Commissioner's Office (ICO):

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will always be available on our website or upon request.