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Privacy Policy

This privacy policy will apply to you if you provide your personal information to moneyadvicehelpline.org. This policy still applies if you decide not to proceed with any service we offer.

Money Advice Helpline, the information you provide on this site will also be used within the company. Within this privacy policy we have set out how we will use your personal data to provide their product or service to you.

What personal information do we collect?

Contact Details

We will need your full name, address, contact number and email address. This is so we can keep you updated on the progress of your IVA.

Personal and Financial Details

We will need your date of birth, gender, any previous names you were known by, your living arrangements, employment details, details of any dependents and details of any assets you hold. This is so we can understand your circumstances, decide whether an IVA is right for you and assist us in drafting your proposal to creditors if appropriate.

Creditor Details

We will ask for your consent to obtain information about your financial situation from a credit reference agency, including information about your creditors, their status, outstanding balances and account numbers. We will also use this information to confirm your identity to comply with anti-money laundering legislation

Special Personal Information

We may need to collect special personal data from you, however we will only request this when we feel it necessary to assist us in helping you and will only collect this information with your express consent.

If your IVA is approved and during the course of your IVA any of the above information changes, we will request that you update us as soon as possible so that we can administer your IVA properly and keep you updated.

How do you collect my data?

How we collect your data will depend on how you communicate with us, and it is mostly controlled by the options you choose when you originally ask us to contact you, such as online via chat, telephone, WhatsApp, post or email. Our calls are recorded for training and security purposes and your call could be listened to by our compliance team who check that our staff have correctly answered your enquiry.

Who will my data be shared with?

Your personal data will be shared with your creditors and their representatives (including debt collectors, representatives, solicitors or bailiffs who they have appointed). This is an essential element of the service that we will provide to you, in order for us to deal with your IVA and comply with Insolvency Regulations.

If creditors accept your IVA, we need to provide details to the Insolvency Service so that they can record the details on the Individual Insolvency Register. This Register is accessible by the public.

We may have to share your information with our regulatory bodies which include the Insolvency Practitioners Association, Information Commissioners Office or any other regulatory body who may request information as part of supervising us. Provision of information to our regulatory bodies when requested is a legal or regulatory requirement.

We use third party software companies to help us manage your data, including:

  • VBS – a case management system
  • Asperitas – a platform for sharing information with creditors
  • Signable – software to process electronic document signing

We use these companies to help us provide our services to you and ensure that they comply with their data protection obligations.

We may also share your information where we are required to do so under a legal or regulatory obligation or to lawfully assist the police or other law enforcement agencies with the prevention and detection of crime, where disclosure is necessary to protect the safety or security of any persons and/or otherwise as permitted by the law.

In instances where you do not qualify for services administered by Debt Free Support, your data will be transferred to partners that can best assist you moving forwards. Once we have delivered your personal data to our partner, they become controller of your personal data and we will no longer be responsible for it. You can ask our partners about their own privacy policy when they contact you.

How long do we keep your personal data for?

If you become a customer of Money Advice Helpline, we are required to keep your personal data for 6 years from the date that we stop providing our services to you.

If you choose not to go ahead with an IVA with us, your personal information will normally be deleted after 12 months, but if you ask us to, we will delete it sooner.

What are my rights?

You have the right to a copy of the personal information we hold about you, which will be provided to you upon request. This is also known as a “Data Subject Access Request”.If you are unhappy with how we process your personal information, please contact us in the first instance. If you are not happy with how we have dealt with your complaint you have the right to lodge a complaint with the Information Commissioner’s Office. Our Registration number: ZA784522. You can find their details on their website at https://ico.org.uk/

If the personal information we hold about you is incorrect, you have the right to request that it is corrected. You have the right to request that your personal information is deleted or that we stop processing information if we’re no longer entitled to process it, There may be occasions where we are unable to delete the information due to legal or regulatory obligations, but we will discuss this with you if you request your information to be deleted. In some cases, you may be able to request for your information to be provided to you or to another company in a format that can be processed electronically by you or the other company. If you have any questions about how we use your personal information you can contact us using the address below:

Data Protection Officer

Money Advice Helpline

Amy Johnson Way


YO30 4AG