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Privacy Policy

This privacy notice sets out the way in which we will collect and use your personal information. For the purpose of this notice, “we” refers to CLB Direct Limited.

What information do we collect from you?

We will collect data from you to progress your claims with the institutions who you may have taken out credit products with. This information may include personal information such as contact details, your date of birth and any previous addresses or names. We will also ask for financial information such as account and policy numbers. In addition, we may require you to share a ‘credit check’ with us.

We will not under any circumstances ask for, or record, any sensitive data as defined under the General Data Protection Regulation 2018 (GDPR). Sensitive data would include (but is not limited to) information of your race, religion, sexual orientation, political views, or any medical condition. Where this information is collected inadvertently, it will not be retained and will be securely and confidentially destroyed.

You should please note that all calls to our offices are recorded. These recordings will be used for training and compliance, they will not be shared with any other party. In rare circumstances it may be relevant to review that recording, for example to resolve a dispute between us, but this will not be sent externally without your express permission. For all other purposes, that recording will be treated in line with this privacy policy and our relevant data protection and retention policies, which are available on demand.

How will we use your information?

We will use this information to identify you, and to locate your products with the relevant financial institutions. A ‘credit check’ would be used solely for the purpose of identifying the products and institutions with which you may have held payment protection insurance policies.

We will also use the contact details which you provide in order to contact you. If you would prefer not to be contacted by email, phone or text please tell us. We will not contact you without your consent once your engagement with us has ended.

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent. If you would like to do this you should please tell us in writing via post or email at

Will my data be used for marketing purposes?


We will not send you any marketing information on any product or service provided by CLB Direct or any other company, including any affiliates of CLB Direct.

How will your data be stored?

We will ensure your data is stored securely and that this is only accessed by authorised persons for the purposes set out above. As far as possible we will hold all records electronically. All data will be held and accessed in accordance with the General Data Protection Regulation 2018.

You can find further information on GDPR below and on the website of the Information Commissioner’s Office at A copy of our data protection policy is also available on request.

How long will we keep your information for?

We will not keep your information for any longer than is necessary in the context of your engagement with us. We may be required to keep your information after our engagement has ended; for example to support any future complaints or to maintain our financial records.

We will not retain your data when there is no longer an adequate reason to do so. In all instances we will not retain data for longer than a 24 month period following conclusion of your case or termination of our engagement under any other circumstances (such as cancellation by you). Once this data is no longer required this will be disposed of securely without prejudicing any of your confidential information in accordance with the GDPR.

Who will we share your information with?

We understand the confidential nature of any personal data which we hold about you. We will not share this with any third party without your express consent, unless we are obliged to do so by law.

In order to pursue your claim, it will be necessary to share your information with the relevant financial organisations. Your consent to this will be given as part of our standard terms of engagement.

We will not share your details with any organisation other than those you have identified as making claims against you. If you do not want us to contact any of these organisations please let us know.

If there is a requirement to share your information for any other purposes, we will contact you beforehand and will not share any personal data without your agreement and full consent.

What should I do if any of my details change?

Please contact us via email or phone to inform us of any change to your contact details.

It is very important that the details we hold are kept up to date and that you

How can you access the information we hold about you?

You can request a copy of the information which we hold about you by submission of a Subject Access Request. This request can be made verbally, or in writing to our registered office address. We will respond within one month and provide copies of all personal data we hold.

Except in exceptional circumstances (for example where the request involves excessive and extraordinary administration) you will not need to pay any fee for this service.

Further information on how to submit a Subject Access Request can be found on the Information Commissioner’s Office website at

What are my rights?

As a consumer you have the right to request:

  • Access to the personal data we hold about you, free of charge in most cases.
  • The correction of your personal data when incorrect, out of date or incomplete.
  • The deletion of the data we hold about you, in specific circumstances. For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end (e.g. once you end any engagement with CLB).
  • A computer file in a common format (e.g. CSV or similar) containing the personal data that you have previously provided to us and the right to have your information transferred to another entity where this is technically possible.
  • Restriction of the use of your personal data, in specific circumstances, generally whilst we are deciding on an objection you have made.
  • That we stop processing your personal data, in specific circumstances. For example, when you have withdrawn consent, or object for reasons related to your individual circumstances.
  • That we stop any consent-based processing of your personal data after you withdraw that consent.

You can contact us to request to exercise these rights at any time by email ( or post.

If we choose not to action your request we will explain to you the reasons for our refusal.

In cases where we are processing your personal data on the basis of our legitimate interest (for example where data has been retained to resolve a service complaint), you can ask us to stop for reasons connected to your individual situation.

We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice.

The General Data Protection Regulation 2018 (GDPR)

GDPR came into force on 25 May 2018. This replaced the Data Protection Act 1998 and introduced greater responsibilities for organisations who collect and store personal data. GDPR controls how your personal information is collected, used and stored by organisations and institutions. We understand our responsibilities to you and the importance of keeping your personal information safe Organisations which collect and process personal data are required to be registered with the Information Commissioner’s Office. Under GCPR, it is your right that the data which any organisation holds about you is adequate, accurate, security retained and disposed of confidentially.

Further information can be found on this the website of the Information Commissioner’s Office at

How do I complain?

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact the Information Commissioner’s Office directly either by calling 0303 123 1113 or online at

If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.

Further information

Please contact us via email if you have any questions in relation to the information which we collect and how it is used. Should you wish to complain about the way in which your data has been used, further details on our complaints process can here.

If you would like to speak to someone about what we do and how we can help, we will be happy to answer any questions you have. Please contact us via email or using the form below.

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