As a controller of personal data, National Injury Claimline Ltdis also registered with the Information Commissioner’s Office (ICO), registration details: ZA160649.
Our contact details
Personal data we collect from you
The controller may collect personal data directly from individuals acting for and on behalf of potential/existing clients when any such individual(s) enquire about and continue to engage our services. The controller is not required to detail the categories of personal data that any such individual(s) provide directly to the controller. The controller obtains personal data directly from any such individual(s) when any such individual contacts or responds to the controller by email, telephone or online as may be the case when submitting an online enquiry form.
The type of personal information we collect from other sources
The controller does not obtain any personal data about individuals acting for and on behalf of clients (business clients e.g., companies) from external sources. All personal data that is acquired about any such individual is obtained directly from any such individual. However, there may be instances where the controller obtains personal data about an individual through a contact of the controller and only where that individual has given the contact of the controller permission to share it with us.
Lawful bases for processing personal data
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases that the controller relies upon to process personal data are described as follows:
- Legal obligation
- Legitimate interest
Purposes for processing personal data
As the controller of personal data, there are a variety of purposes for which the controller processes personal data. The controller has set out the purposes for processing personal data about any individuals who are acting for and on behalf of clients (business clients e.g., companies) and the lawful bases for doing so.
|Purposes for processing personal data||Lawful basis|
|The controller will process personal data to respond to and record enquiries and correspondence that an individual acting for and on behalf of a client (business clients e.g., companies) make with the controller online, by telephone, email or by post regarding the services that the controller offers.||Legitimate interests (necessary for the controller to establish business relationships with potential clients (business clients e.g., companies) and to respond to requests made by individuals acting for and on behalf of potential clients.|
|The controller will process personal data concerning any individual acting for and on behalf of a potential client (business clients e.g., companies) for the establishment of a contractual business relationship between a client (business clients e.g., companies) and the controller i.e., for unregulated, and regulated claims management lead generation services provided by the controller and/or its subsidiary.||Legitimate interest (necessary for the controller to arrange a contract for services with any clients (business clients e.g., companies)).|
|The controller will process personal data to manage the controller’s contractual relationships with individuals acting for and on behalf of clients (business clients e.g., companies), including, but not limited to invoicing, contract set up and amendments.||Legitimate interest (necessary for the controller to maintain contractual relationships with any clients (business clients e.g., companies)).|
|The controller will process personal data to send individuals acting for and on behalf of clients (business clients e.g., companies) direct marketing communications that concern products and services offered by the controller and any subsidiary.||Consent|
|The controller will process personal data to respond to and resolve any complaints directed to the controller by a client and individuals acting for and on behalf of a client (business clients e.g., companies).||Legitimate Interests (necessary for the controller to resolve matters described within any complaints that may have been lodged against the controller).|
|The controller will process personal data to respond to and manage any data rights requests concerning individuals acting for and on behalf of clients (business clients e.g., companies) directed to the controller.||Legal obligation|
|The controller will process personal data to send any individuals acting for and on behalf of clients (business clients e.g., companies) business-related updates and news relevant to the controller and any subsidiary.||Consent|
|The controller will process personal data to process any requests made by individuals to opt out of receiving direct marketing and to ensure and maintain a suppression list that ensures that any such individual who has opted out, no longer receives further direct marketing communications.||Legal obligation|
|The controller may process personal data for quality assurance purposes to improve our services and dealings with individuals acting for and on behalf of clients (business clients e.g., companies) e.g., by monitoring telephone calls and email correspondence.||Legitimate Interests (necessary for the controller to monitor and improve the quality of its services, which may also include the use of personal data for performance training and to ensure that the controller can comply with regulatory requirements where applicable.|
|To request feedback from individuals acting for and on behalf of clients (business clients e.g., companies) regarding the quality of the controller’s services.||Legitimate interests (necessary for the controller to understand the quality of its services from a client (business clients e.g., companies) perspective and to therefore improve upon the services offered by the controller.|
|To publish feedback provided by any named individuals acting for and on behalf of clients (business clients e.g., companies) on any websites utilised by the controller.||Consent|
Disclosure of your personal data
- Any personal data relevant to an individual who acts for or on behalf of a potential or existing client (business clients e.g., companies) will be shared with processors acting on behalf of the controller. This includes:
- Customer Relationship Management (CRM) service provider
- E-signature service provider
- Invoice service provider
- Email and call service providers
- Your personal data may be shared between any subsidiary, holding company, or any other member of our group.
- If the controller sells or buys any business or assets, in which case the controller may disclose personal data to the prospective seller or buyer of any such business or assets.
Your information is securely stored.
The controller will only retain personal data for as long as is necessary to fulfil our obligations under the provision of the controller’s service as well as any purposes necessary to satisfy any legal, accounting or reporting requirements.
To determine the appropriate retention period for personal data, the controller considers the amount, nature and sensitivity of the personal data, the potential risk, of harm from unauthorised use or disclosure of personal data, and the purposes for which the controller processes personal data and whether the controller can achieve those purposes through other means, including applicable legal requirements.
Details of retention periods for different aspects of personal data are available upon request.
International transfers of personal data
Your data protection rights
Under data protection law, any individuals acting for and on behalf of potential or existing clients have rights including:
Your right of access – You have the right to ask the controller for copies of your personal information.
Your right to rectification – You have the right to ask the controller to rectify personal information you think is inaccurate. You also have the right to ask the controller to complete information you think is incomplete.
Your right to erasure – You have the right to ask the controller to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask the controller 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 the controller transfers the personal information you gave the controller 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, the controller has one month to respond to you.
Your right to withdraw consent – If you have provided the controller with consent for the processing of your personal data as may be the case for direct marketing, you have the right to withdraw that consent.
If you wish to make a request and/or would like to withdraw consent to the processing of any personal data, please contact the controller by using the following contact information:
How to complain
You can also complain to the ICO if you are unhappy with how the controller has used your personal data. The controller would, however, appreciate the opportunity to resolve any complaints directly with you.
The ICO’s address:
Information Commissioner’s Office
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Links to other websites
Here at National Injury Claimline Ltd, we always intend to provide the best possible service for our clients but recognise that circumstances may arise that result in a degree of dissatisfaction. If you are ever dissatisfied with the provision of our service, you can make a complaint to us. Should you make a complaint, you are offering us the opportunity to investigate your complaint, resolve your complaint and improve our services.
This Complaint Procedure is relevant for clients of National Injury Claimline Ltd i.e., law firms and claims management companies who are seeking to obtain regulated or unregulated claims management leads.
This Complaint Procedure sets out how the steps that you should take if you are dissatisfied with any element of our service as well as the steps that we will take once a complaint has been received.
How to make a complaint
If you wish to make a complaint, you may do so by any reasonable means. Our contact information is described as follows:
Information to provide when making a complaint
We aim to resolve complaints as quickly as possible. To aid us with the prompt investigation and resolution of your complaint, please kindly be prepared to provide us with the following information when making a complaint:
- A description of your concern
- How you would like us to put things right
- Your full name, address, and the company (e.g., law firm) that you are contacting on behalf of
- A phone number and the best time to contact you should we require additional information
What happens after you have made a complaint
Once we have received a complaint, we will issue an acknowledgement, indicating that the complaint has been received and will be investigated. Following this, we will promptly investigate the matter. We may need to contact you for further information i.e., to better aid us in our investigations.
Once we have fully investigated your complaint, we will draft a response which will be sent to you by email or post. The response will detail the investigations we have undertaken, whether we partially or wholly reject your complaint or elements of the complaint, and where necessary, outline how we intend to resolve your complaint. This response will be provided to you no later than 8 weeks following the date on which the complaint was logged as received.
There may be circumstances where it takes longer than 8 weeks to issue a response to your complaint. Should this occur, we will inform you of this and explain when we expect to issue you with a response to the complaint.
Alternative complaints procedures
If you are a consumer and a customer of one of our subsidiaries and wish to make a complaint in relation to claims management services provided by one of our subsidiaries, you can make a complaint by utilising the following complaint procedures: