Who is the Data Controller?
Moorcroft Debt Recovery Limited is a company registered in England and Wales with offices at PO Box 17, Moorcroft House, 2 Spring Gardens, Stockport, SK1 4AJ.
We are registered with the Information Commissioner's Office with registration number Z5351122.
Sometimes we are not the Data Controller, but will be a Data Processor acting on behalf of and in line with instructions from a lender (such as your Bank or credit card provider) who has a contract with you.
Our Data Protection officer can be contacted via the above postal address or via email at [email protected]
Why do we use your information?
We use your personal information for a variety of reasons related to our business activities including the collection of debts, administration of customer accounts, to contact you and trace you if necessary and to comply with our legal and regulatory obligations.
What is the legal basis for this use?
In most cases our use of your information is necessary and carried out on the following legal grounds:
Where our use of your data is not necessary for one of the purposes outlined above we may seek your consent to use it in a particular way, for example if we ask you to provide feedback or you tell us about a change in circumstances relating to your health.
Where we ask for your consent you may refuse and can withdraw your consent at any time by contacting us using the details set out below.
What information about you do we use
We collect and use the following information about you:
Automated decision making and profiling
We sometimes use automated decision making and profiling in our processing activities, however this would not have a legal impact on an individual. We acknowledge a data subject’s right not to be subject to automated decision making and profiling, should this activity have legal or similarly significant implications.
When might we collect and use sensitive information about you?
We always seek to treat customers fairly and be responsive to their individual needs. Sometimes you may disclose some types of information which are classed as sensitive under the law. A common example of this is information about your mental or physical health. We will ask your consent to record this information. Not agreeing to us recording this information may impact on our ability to make adjustments for your circumstances. We collect this information so that we can treat you fairly and according to your needs.
Who do we share your information with?
We may share your information with:
Records remain on file with CRAs and FPAs for 6 years after they are closed, whether settled by you or defaulted. This information may be supplied to other organisations which search your credit record. More information about CRAs and how they use personal information is available at http://www.experian.co.uk/crain/index.htmlor you can contact the agencies below:
Where is your information stored?
The information we collect about you will be held on our secure servers within the European Economic Area (the EEA) and will not be transferred or stored outside the EEA. We take steps including encryption, to ensure that your information is kept secure and is protected from access by unauthorised processing, accidental loss, destruction and damage.
How do we process any personal information freely provided to us by any individual?
As a Debt Recovery Agency we are required to seek contact and primarily discuss affordable repayment options. We are also required to review supporting financial evidence in line with regulatory guidance we are obliged to follow and in order for any repayment offer to be fully considered as being affordable, suitable and appropriate. In line with regulatory guidance we would have legitimate interests to request such information from any individual whose account we are assisting with.
If a customer wishes us to consider personal information about their health any such decision to provide this additional detail would rest completely with the individual.
So that you can make an informed decision about any personal information you wish us to record we can reassure that information is securely protected and is not at any time shared with any third party.
How long will your information be kept on file?
We keep your information for as long as it is necessary to provide you and our client with the services which we have been requested to perform and, to the extent it is necessary for the protection of our legitimate interests, in accordance with our internal retention policies and in agreement with our clients.
Recorded phone calls
We may monitor and/or record phone calls between our call centre staff and you in order to assist in providing both you and our staff additional security, to help resolve complaints and for overall training and quality purposes.
Should you receive a visit from one of our Field Operatives, your conversation may be recorded in order to assist in providing both you and our staff additional security, to help resolve complaints and for overall training and quality purposes.
Use of our website
To guarantee the smooth running of our website, we do monitor when customers log-in using their Moorcroft reference number and date of birth. If you choose to log-in to our website you may receive an automated email to ensure that your user experience was satisfactory and you found everything you were looking for.
Our site may, from time to time, contain links to and from the websites of third parties. 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 or your use of those websites.
You can exercise the above rights by contacting us (see details under 'Contact and complaints' below). Further information is also available from the ICO's website (www.ico.org.uk).
Please note that where we are acting on behalf of your lender, they may in some circumstances stipulate that we must refer your request or query to them as they are the 'controller' of your data. We may alternatively request that you contact them in the first instance. For security purposes you may be asked to provide evidence of your identity if you make a request to exercise your rights.
For further details of how to make a Data Subject Access Request (DSAR), please click here.
For further details of how to exercise any of your other rights under GDPR, please click here.
Contact and complaints
You can contact us by post at the address shown above or by telephoning 0161 475 2834.
You can also make a complaint to the ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, telephone 0303 123 1113. (www.ico.org.uk).
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Updates to this policy are published on our website and, where appropriate, sent by email.