In
considering whether to enter into this agreement we will search
your record at credit reference agencies. They will add to their
record about you, details of our search and your application and
this will be seen by other organisations that make searches. This
and other information about you and those with whom you are linked
financially may be used to make credit decisions about you and other
members of your household.
We may use a credit scoring or other automated decision making system.
We will also add to your record with the credit reference agencies
details of you agreement with us, the payments you make under it
and any default or failure to keep to its terms. These records will
be shared with other organisations and may be used and searched
by us and them to :
consider applications for credit related services, such as insurance,
for you and any associated person;
trace debtors, recover debts, prevent or detect money laundering
and fraud, and o manage your account(s).
It is important that you provide us with accurate information. We
may check you details with fraud prevention agencies and if you
provide false or inaccurate information or we suspect fraud, this
information may be recorded.
Fraud prevention agency records will be shared with other organisations
to help make decision on credit, motor, household, life and other
insurance proposals and claims, for you and members of your household.
We will use personal information about you which we acquire in connection
with any application you make to us, or any agreement you enter
into with us, to manage your agreement and for statistical or market
research purposes.
Where you have either applied for, or taken out, Payment Protection
(PPI) or similar insurance, we will be required to process personal
information about you and to provide this information to the PPI
Insurers for the purposes of administering and handling any claims
under the insurance cover.
Please telephone or write to us at the telephone number / address
stated overleaf if you want to have details of the credit reference
agencies or any other agencies from who we obtain, and to whom we
pass, information about you. You have a legal right to these details.
You have a right to receive a copy of the information we hold about
you.
A fee may be payable.
Use of Associated Records
Before
entering into this agreement, we may search records at credit reference
agencies which may be linked to records relating to your spouse/partner
or other persons with whom you are linked financially and other
members of you household. For the purposes of any application or
this agreement you may be treated as financially linked and you
will be assessed with reference to 'associated' records.
Where any search or application is completed or agreement entered
into involving joint parties, you both consent to us recording details
at credit reference agencies. As a result an "association"
will be created which will link you financial records and your associate's
information may be taken into account when a future search is made
by us or another lender unless you file a 'disassociation' at the
credit reference agencies.
Complaints Handling Procedure
- If written or email complaint- complete log form information provided and obtain more information form customer if required.
- If telephone complaint- obtain name and contact telephone no form the customer- Listen to complaint and fill in procedure log. Save with customer name in S drive with the customers scanned file.
- Send the customer a complaints leaflet (Z/ Office Info/ Complaints/ Welcome Letter)
- Check proposal register and update if necessary (tick warning box)
- If there is no paper file available print off the scanned file and a copy of the log sheet, to create a customer complaint file.
- If it is an e-mail complaint, reply by e-mail within two days. If it is a written or telephone complaint, call customer and give a written response within 2 days (diary in Outlook) update complaints log and prop reg.
- Contact finance house/ funder or introducer if necessary
- Keep customer informed of any progress.
- Log any further contact with the customer on the complaints log and diary further action if necessary.Issue a final response or further delay letter to complainant (if further delay- must give an expected date of resolution) Include Financial Ombudsman contact information.
- At closure scan and save the log and other information- to the S drive on the customer file.
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