Contacting Us, Making a Complaint and Your Data Privacy
If you wish to register a complaint, please contact us at firstname.lastname@example.org or telephone 01522 788887
Please contact us for a summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at https://www.financial-ombudsman.org.uk or by contacting them on 0800 0234 567.
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Their telephone number is 0303 123 1113 and their website is at www.ico.org.uk/concerns
Chestnut Financial Services Limited are committed to protecting your privacy and ensuring that your personal information is collected and used appropriately, lawfully and transparently. Please do contact us if you have any questions about the policy.
This Data Privacy Notice explains:
- Who we are
- What personal information we collect
- How we use your personal information
- Who we share your information with and why
- How we keep your information secure
- Your rights
Who We Are
Chestnut Financial Services Limited provide financial planning solutions and advice through experienced and qualified advisers based in the UK.
We determine the purposes and means of processing personal client data relating to giving advice, so we are responsible for managing that data and ensuring compliance.
What Personal Information We Collect
Personal information includes your name, address, or phone number and other information that is not otherwise publicly available. We collect personal information about you when you contact us about products and services, visit a financial advisor, visit a website we may have or register to receive one of our newsletters (if applicable).
The type of personal information we collect will depend on the purpose for which it is collected and includes:
- Contact details
- Information to verify your identity
- Family, lifestyle, health and financial information
- Payment details.
We collect personal information directly from you. For example, we ask for personal information at the start of our relationship and in subsequent communications in order to check your identity, and protect you from fraud.
SPECIAL CATEGORY INFORMATION
In some instances, it is necessary to collect more sensitive information (such as health or lifestyle information) which is called special category data. This is to allow us to provide our financial advice service to you. We will always obtain your consent during the advice process to gather this data and explain what information we require and why it is needed. Sensitive personal information will always be processed and stored securely. You can withdraw your consent at any time to us processing this data, however, this may mean that you can no longer access the service or product the information was gathered for.
How We Use Your Personal Information
- Providing our advice, products or services to you
- Carrying out transactions you have requested
- Confirming and verifying your identity for security purposes
- Credit scoring and assessment, and credit management (where applicable)
- Detecting and preventing fraud, crime, money laundering or other malpractice.
We also process your data for specific business purposes to enable us to give you the best products and services and the best and most secure experience. For example, we process your information to send you marketing that is tailored to your interests.
Our business purposes include the following:
- Enhancing, modifying, and personalizing our services for the benefit of our customers
- Providing communications which we think will be of interest to you
- Market or customer satisfaction research or statistical analysis
- Audit and record keeping purposes
- Enhancing the security of our network and information systems.
You have the right to object to this processing if you wish, please see “YOUR RIGHTS” section below. Please bear in mind that if you object this may affect our ability to carry out the tasks above for your benefit.
WHO WE SHARE YOUR INFORMATION WITH AND WHY
We share your information with trusted third parties who perform tasks for us and help us to provide the services you require these include:
- Third parties to verify your identity, in line with money laundering or other requirements (this may involve carrying out checks with credit reference databases);
- Third parties who perform tasks for us to help us set up or service your plan (these third parties may be based in countries outside the European Economic Area (EEA) but where they are, we will undertake an assessment of safeguards in place);
- Other organizations, including regulatory bodies, the police and fraud prevention agencies, to prevent and detect fraud;
Third parties where required by law, court order or regulation.
Personal information will be securely disposed of when it is no longer required.
HOW WE KEEP YOUR INFORMATION SECURE
We are committed to ensuring the confidentiality of the personal information that we hold and we continue to review our security controls and related policies and procedures to ensure that your personal information remains secure.
When we contract with third parties, we impose appropriate security, privacy and confidentiality obligations on them to ensure that personal information is kept secure.
We also collect information about you from other sources. For example, our website automatically collects information from your computer using “cookies” which provides us with limited personal information.
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the website owners. For further information visit www.aboutcookies.org or www.allaboutcookies.org.
You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result. Please contact us if you have any questions.
Our clients have the following data protection rights;
- The right to be informed – You can request that we provide ‘fair processing information’, typically through this privacy notice;
- The right of access - You may request a copy of the personal information we hold about you using the contact details found on the end of this policy;
- The right to rectification - The accuracy of your personal information is important to us. You have the right to ask us to update or correct your personal information;
- The right to erasure – You may request the deletion or removal of personal data where there is no compelling reason for its continued processing;
- The right to object – You may object to the processing of your data based on legitimate interests;
- The right to restrict processing - You have a right to request we ‘block’ or suppress processing of your personal data;
- The right to data portability – You may request to obtain and reuse your data; and
- The right not to be subject to automated decision-making including profiling.
If you wish to correct, restrict, delete or make changes to your personal information, or any of the data subject rights listed above, please contact us.
Chestnut Financial Services Limited tries to be as open as it can be in terms of giving people access to their personal information. This privacy notice was drafted with brevity and clarity in mind, therefore further information can be gathered by contacting us
YOUR MARKETING RIGHTS
You have the right to opt out of marketing information and tell us what your communication preferences are by contacting us using the details provided at the end of this notice or by using the opt out option below or on any email marketing. You may opt out at any time if you don’t want to receive any further communications of this nature.