1. About Us
Claim Refund is a trading name of Chase Monro Claims. Chase Monro Claims is authorised and regulated by the Financial Conduct Authority (FCA), under FRN Number 831404.
Our postal address and registered office is located at:
Chase Monro Claims
5 Glenn Building South 10 A Moor Lane
Crosby, Liverpool
L23 2UN
The company is registered in England and Wales with company registration number 08314551.
Chase Monro Claims is a data controller and is committed to protecting your privacy. We take our responsibilities regarding the security of user information very seriously. This privacy statement outlines how Chase Monro Claims complies with UK and European Union data protection laws. We have designed our website so that you can browse without the need to identify yourself or disclose any personal information. Should you choose to provide us with any personally identifiable information, rest assured it will be used solely in accordance with this Privacy Notice.
This website and our services are not intended for children, and we do not knowingly collect data relating to children.
If you have any questions regarding this policy, please contact us at office@chasemonroclaims.co.uk or write to us at:
Data Protection Officer
Chase Monro Claims
5 Glenn Building South 10 A Moor Lane
Crosby, Liverpool
L23 2UN
Last updated: January 2025
2. What is Personal Data?
Under the EU's General Data Protection Regulation (GDPR), personal data is defined as: "any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person."
3. How We Use Your Information
This privacy notice explains how Chase Monro Claims collects and uses your personal data. Examples include:
- To contact you in response to a specific enquiry
- To provide our products and services that you request from us
- To send you transactional communications via the contact details you have provided
- To contact third parties on your behalf, with your specific instruction
- To send you email notifications which you have specifically requested
- To personalise the website for you
- To send you promotional emails and mailings about Chase Monro Claims's products, services, offers, and other things that we think may be relevant to you
- To operate and manage your account and correspondence
- To carry out, monitor, and analyse our business operations
- To identify, prevent, detect, or tackle fraud, money laundering, terrorism, and other crimes
- To contact you for market research reasons
- For audits, regulatory purposes, legal obligations, and compliance with industry standards
- To perform administrative and operational purposes, including system testing
Please note that we will not under any circumstances sell or share your data with third-party marketing companies without your consent.
4. Why Do We Collect and Store Personal Data?
We collect personal data to provide you with a service, answer enquiries, and maintain our records. We ensure the information we collect is appropriate for these purposes and does not invade your privacy.
5. Personal Data Categories We Collect
We may collect, use, store, and transfer different kinds of personal data about you:
- Identity Data: Includes first name, last name, title, date of birth, and gender
- Contact Data: Includes email address and telephone numbers
- Financial Data: Includes bank account information and payment details
- Compliance Data: Includes recorded calls for quality checks and fraud prevention
- Technical Data: Includes IP address, browser type and version, time zone settings, and platform details
- Usage Data: Includes information on how you use our website, products, and services
- Marketing and Communications Data: Includes your preferences for receiving marketing and communication preferences
- Aggregated Data: Includes statistical or demographic data that does not directly or indirectly identify you
- Special Categories of Personal Data: Includes health and vulnerability-related data, collected only with your explicit consent
6. How We Might Collect Personal Data
We collect data in the following ways:
- Voluntary Disclosure: Data you provide when filling forms or contacting us via post, phone, or email
- Automatically Collected: Technical data collected through cookies, server logs, and similar technologies
- Third Parties: Data from analytics providers (e.g., Google) or publicly available sources such as Companies House
7. Processing Purpose and Our Legal Basis
We ensure that we always have a valid legal basis for processing personal data, which has been carefully assessed in line with our purposes. The primary legal basis for processing your information aligns with our contractual obligations to deliver the services and products you have requested from us.
As a regulated company, we are subject to audits and high standards in delivering our services. In some instances, we may be legally obligated to process personal data to comply with regulatory audits.
We may also process your personal data under legitimate interests that we pursue. These interests are tested to ensure they are balanced, appropriate, and considerate of any potential impacts on your rights (both positive and negative). We do not process personal data in ways where our legitimate interests are overridden by your rights unless required or permitted by law or unless we have your explicit consent.
If you have any questions regarding the legal basis for our processing activities, please contact our Data Protection Officer.
8. Recipients of Your Personal Data
In providing the services you have requested, we may share your personal data with processing partners, known as recipients and data processors. These recipients are bound by strict contracts and comply with robust data protection policies and security protocols.
We carry out due diligence with all recipients and data processors to ensure:
- Data security protocols are upheld
- Their data protection policies align with regulatory standards
- Processing activities are governed by contracts that strictly regulate how your information is used
If you would like more details about the parties with whom we share your data, please contact our Data Protection Officer.
Email Delivery and CRM
We use CRM systems for managing customer relationships, including emailing customers with service updates and securely holding data. These systems are carefully selected to ensure compliance with data protection regulations and the safeguarding of your personal information.
Service Provider: HighLevel, Inc.
Address: Colmantstrasse, 1553115 Bonn, Germany
Third Parties
We may share your personal data with third parties in certain circumstances, including in the event we decide to sell, transfer, or merge parts of our business or assets.
Marketing Agents
CM Marketing acts as a marketing agent for Chase Monro Claims. They provide all information captured through this website directly to Chase Monro Claims. CM Marketing does not use the captured data for any purpose other than forwarding it to Chase Monro Claims or, in some cases, re-engaging with customers to assist with the completion of their claim registration before passing it to Chase Monro Claims.
If you have any queries regarding marketing, you can contact:
CM Marketing
5 Glenn Building South 10 A Moor Lane
Crosby, Liverpool
L23 2UN
9. Disclosure of Your Personal Data
We may disclose your personal data to third parties under specific circumstances, as outlined below. These entities are obligated to process your data in compliance with the same safeguards we implement and will not use your information to contact you directly.
- HM Revenue & Customs (HMRC): Required for compliance with legal obligations
- Financial Conduct Authority (FCA): For auditing purposes as a regulated entity
- Compliance Consultants: For reporting or legal compliance contexts
11. Data Security
We have implemented robust security measures to protect your personal data from accidental loss, unauthorised use or access, alteration, or disclosure. Access to your personal data is restricted to employees, agents, contractors, and other third parties with a legitimate business need. These parties are only permitted to process your data on our instructions and are bound by confidentiality obligations.
In the event of a suspected data breach, we have procedures in place to address the issue promptly. Where legally required, we will notify you and the relevant regulatory authority.
12. Data Retention
We are required by regulatory bodies to retain personal data for six years or as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements.
To determine the appropriate retention period, we consider factors such as the amount, nature, and sensitivity of the data, potential harm from unauthorised use or disclosure, the purposes of processing, and applicable legal requirements.
14. Your Rights as a Data Subject
As a data subject, you have the following rights regarding your personal data:
- Right of Access: Request a copy of the data we hold about you
- Right of Rectification: Correct inaccurate or incomplete data
- Right to Be Forgotten: Request data erasure under certain circumstances
- Right to Restriction of Processing: Request restricted processing under certain conditions
- Right to Data Portability: Request data transfer to another organisation
- Right to Object: Object to specific types of processing, such as direct marketing
- Right to Object to Automated Processing: Avoid legal effects of automated decision-making
- Right to Judicial Review: Lodge a complaint if your request is refused
Requests involving third parties will be forwarded to ensure proper handling.
15. Requesting Access to Your Data
To confirm what personal data we hold about you and how it is processed, contact our Data Protection Officer at:
Data Protection Officer
Chase Monro Claims
5 Glenn Building South 10 A Moor Lane
Crosby, Liverpool
L23 2UN
Email: office@chasemonroclaims.co.uk
When requesting access, we may require proof of identity. Acceptable forms include:
- Passport
- Driving licence
- Birth certificate
- Utility bill (dated within the last three months)
16. When Things Don't Go as Planned
If you wish to raise a concern regarding the processing of your personal data or are dissatisfied with how your complaint has been handled, you have the right to lodge a complaint directly with the relevant supervisory authority. Alternatively, you can contact:
Complaints Officer
Chase Monro Claims
5 Glenn Building South 10 A Moor Lane
Crosby, Liverpool
L23 2UN
Email: office@chasemonroclaims.co.uk
Last updated: January 2025