privacy

 Policies: Privacy & Data Protection | AML/CFT | Complaints 
 

Privacy & Data Protection

Introduction

This Privacy Policy outlines The Berkshire Exchange Ltd (" we ", " our " or " the Company ") practices with respect to information collected from users who access our website at www.theberkshireexchange.co.uk (" Site ") or otherwise share personal information with us (collectively: " Users "). 

Grounds for data collection 

Processing of your personal information (i.e. any information which may potentially allow your identification through reasonable means; hereinafter " Personal Information ") is necessary for the performance of our contractual obligations towards you and providing you with our services, to protect our legitimate interests and for compliance with legal and financial regulatory obligations to which we are subject.

When you use the Site, you consent to the collection, storage, use, disclosure and other uses of your Personal Information as described in this Privacy Policy.

We encourage our Users to carefully read the Privacy Policy and use it to make informed decisions. 

What information do we collect?

We collect two types of data and information from Users. 

The first type of information is un-identified and non-identifiable information pertaining to a User(s), which may be made available or gathered via your use of the Site (“ Non-personal Information ”). We are not aware of the identity of a User from which the Non-personal Information was collected. Non-personal Information which is being collected may include your aggregated usage information and technical information transmitted by your device, including certain software and hardware information (e.g. the type of browser and operating system your device uses, language preference, access time, etc.) in order to enhance the functionality of our Site. We may also collect information about your activity on the Site (e.g. pages viewed, online browsing, clicks, actions, etc.).

The second type of information Personal Information which is individually identifiable information, namely information that identifies an individual or may, with reasonable effort, identify an individual. Such information includes:
  • Device Information: We collect Personal Information from your device. Such information includes geolocation data, IP address, unique identifiers (e.g. MAC address and UUID) and other information which relates to your activity through the Site.
  • Registration information: When you register with our Site you will be asked to provide us with certain details such as: full name; email or physical address, and other information.

How do we receive information about you?

We receive your Personal Information from various sources:
  • When you voluntarily provide us with your personal details in order to register on our Site;
  • When you use or access our Site in connection with your use of our services;
  • From third-party providers, services and public registers (for example, traffic analytics vendors).

What information do we collect?

We do not rent, sell or share Users’ information with third parties, except as described in this Privacy Policy.

We may use the information for the following:
  • Communicating with you – sending you notices regarding our services, providing you with technical information and responding to any customer service issue you may have;
  • To communicate with you and to keep you informed about our latest updates and services;
  • To serve you advertisements when you use our Site (see more under "Advertisements"); 
  • To market our websites and products (see more under "Marketing"); 
  • For statistical and analytical purposes, intended to improve the Site.
    In addition to the different uses listed above, we may transfer or disclose Personal Information to our subsidiaries, affiliated companies and subcontractors.

    In addition to the purposes listed in this Privacy Policy, we may share Personal Information with our trusted third-party providers, who may be located in different jurisdictions across the world, for any of the following purposes: 
    • Hosting and operating our Site;
    • Providing you with our services, including providing a personalised display of our Site;
    • Storing and processing such information on our behalf; 
    • Serving you with advertisements and to assist us in evaluating the success of our advertising campaigns and help us retarget any of our users;
    • Providing you with marketing offers and promotional materials related to our Site and services; 
    • Performing research, technical diagnostics or analytics;
    We may also disclose information if we have good reason to believe that disclosure of such information is helpful or reasonably necessary to: (i) comply with any applicable law, regulation, legal process or governmental request; (ii) enforce our policies (including our Agreement), including investigations of potential violations thereof; (iii) investigate, detect, prevent or take action regarding illegal activities or other wrongdoing, suspected fraud or security issues; (iv) to establish or exercise our rights to defend against legal claims; (v) prevent harm to the rights, property or safety of us, our users, yourself or any third party; or (vi) for the purpose of collaborating with law enforcement agencies and/or in case we find it necessary in order to enforce intellectual property or other legal rights.

    User Rights

    You may request to: 
    1. Receive confirmation as to whether or not personal information concerning you is being processed and access your stored personal information, together with supplementary information. 
    2. Receive a copy of personal information you directly volunteer to us in a structured, commonly used and machine-readable format. 
    3. Request rectification of your personal information that is in our control.
    4. Request erasure of your personal information. 
    5. Object to the processing of personal information by us. 
    6. Request to restrict processing of your personal information by us.
    7. Lodge a complaint with a supervisory authority.

    However, please note that these rights are not absolute and may be subject to our own legitimate interests and regulatory requirements. 

    If you wish to exercise any of the above rights or receive more information, please contact our Data Protection Officer (“DPO”) using the details provided below:

    Retention

    We will retain your personal information for as long as necessary to provide our services, and as necessary to comply with our legal obligations, resolve disputes and enforce our policies. Retention periods will be determined taking into account the type of information that is collected and the purpose for which it is collected, bearing in mind the requirements applicable to the situation and the need to destroy outdated, unused information at the earliest reasonable opportunity. Under applicable regulations, we will keep records containing client personal data, account opening documents, communications and anything else as required by applicable laws and regulations. 

    We may rectify, replenish or remove incomplete or inaccurate information, at any time and at our own discretion.

    Cookies

    We and our trusted partners use cookies and other technologies in our related services, including when you visit our Site or access our services. 

    A "cookie" is a small piece of information that a website assigns to your device while you are viewing a website. Cookies are very helpful and can be used for various different purposes. These purposes include allowing you to navigate between pages efficiently, enabling automatic activation of certain features, remembering your preferences and making the interaction between you and our Services quicker and easier. Cookies are also used to help ensure that the advertisements you see are relevant to you and your interests and to compile statistical data on your use of our Services. 

    The Site uses the following types of cookies:

    a. 'session cookies' which are stored only temporarily during a browsing session in order to allow normal use of the system and are deleted from your device when the browser is closed; 

    b. 'persistent cookies ' which are read only by the Site, saved on your computer for a fixed period and are not deleted when the browser is closed. Such cookies are used where we need to know who you are for repeat visits, for example to allow us to store your preferences for the next sign-in; 

    c. 'third-party cookies' which are set by other online services who run content on the page you are viewing, for example by third-party analytics companies who monitor and analyse our web access.

    Cookies do not contain any information that personally identifies you, but Personal Information that we store about you may be linked, by us, to the information stored in and obtained from cookies. You may remove the cookies by following the instructions of your device preferences; however, if you choose to disable cookies, some features of our Site may not operate properly and your online experience may be limited.

    We also use a tool called “Google Analytics” to collect information about your use of the Site. Google Analytics collects information such as how often users access the Site, which pages they visit, when they do so, etc. We use the information we obtain from Google Analytics only to improve our Site and services. Google Analytics collects the IP address assigned to you on the date you visit sites, rather than your name or other identifying information. We do not combine the information collected through the use of Google Analytics with personally identifiable information. Google’s ability to use and share information collected by Google Analytics about your visits to this Site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy.

    Third-party collection of information

    Our policy only addresses the use and disclosure of information we collect from you. To the extent you disclose your information to other parties or sites throughout the internet, different rules may apply to their use or disclosure of the information you disclose to them. Accordingly, we encourage you to read the terms and conditions and privacy policy of each third party that you choose to disclose information to. 

    This Privacy Policy does not apply to the practices of companies that we do not own or control, nor to individuals whom we do not employ or manage, including any of the third parties which we may disclose information to as set out in this Privacy Policy. 

    How do we safeguard your information?

    We take great care in implementing and maintaining the security of the Site and your information. We employ industry standard procedures and policies to ensure the safety of the information we collect and retain, and prevent unauthorised use of any such information, and we require any third party to comply with similar security requirements, in accordance with this Privacy Policy. Although we take reasonable steps to safeguard information, we cannot be responsible for the acts of those who gain unauthorised access or abuse our Site, and we make no warranty, express, implied or otherwise, that we will prevent such access.

    Transfer of data outside the EEA 

    Please note that some data recipients may be located outside the EEA. In such cases we will transfer your data only to such countries as approved by the European Commission as providing adequate level of data protection, or enter into legal agreements ensuring an adequate level of data protection.

    Advertisements

    We may use a third-party advertising technology to serve advertisements when you access the Site. This technology uses your information with regards to your use of the Services to serve advertisements to you (e.g., by placing third-party cookies on your web browser). 

    You may opt out of many third-party ad networks, including those operated by members of the Network Advertising Initiative ("NAI") and the Digital Advertising Alliance ("DAA"). For more information about this practice by NAI and DAA members, and your choices regarding having this information used by these companies, including how to opt-out of third-party ad networks operated by NAI and DAA members, please visit their respective websites: http://optout.networkadvertising.org/#!/ and http://optout.aboutads.info/#!/

    Marketing

    We may use your Personal Information such as your name, email address, telephone number, etc., ourselves or by using our third-party subcontractors, for the purpose of providing you with promotional materials concerning our services which we believe may interest you.  

    To respect your right to privacy, within such marketing materials we provide you with the means to opt out of receiving further marketing offers from us. If you unsubscribe, we will remove your email address or telephone number from our marketing distribution lists. 

    Please note that even if you have unsubscribed from receiving marketing emails from us, we may send you other types of important email communications without offering you the opportunity to opt out of receiving them. These may include customer service announcements or administrative notices.

    Corporate transaction

    We may share information in the event of a corporate transaction (e.g. sale of a substantial part of our business, merger, consolidation or asset sale). In the event of the above, the transferee or acquiring company will assume the rights and obligations as described in this Privacy Policy.

    Minors

    We understand the importance of protecting children’s privacy, especially in an online environment. The Site is not designed for or directed at children. Under no circumstances shall we allow the use of our services by minors without prior consent or authorisation by a parent or legal guardian. We do not knowingly collect Personal Information from minors. If a parent or guardian becomes aware that his or her child has provided us with Personal Information without their consent, he or she should contact us at info@theberkshireexchange.co.uk.

    Updates or amendments to this Privacy Policy

    We reserve the right to periodically amend or revise the Privacy Policy; material changes will be effective immediately upon the display of the revised Privacy policy. The last revision will be reflected in the "Last modified" section. Your continued use of the Platform, following the notification of such amendments on our website, constitutes your acknowledgment and consent of such amendments to the Privacy Policy and your agreement to be bound by the terms of such amendments.

    How to contact us

    If you have any general questions about the Site or the information we collect about you and how we use it, you can contact us at; 

    The Berkshire Exchange Ltd

    Monomark House
    27 Old Gloucester Street,
    Holborn,
    London,
    WC1N 3AX

    +44 (0) 203 940 9400


    AML/CFT Policy & Procedures


    1.     Anti-money Laundering Compliance Statement


    The Berkshire Exchange (‘Berkshire’, ‘TBE’, ‘the company’) is committed to full compliance with all applicable laws and regulations regarding anti-money laundering procedures. The Berkshire Exchange has adopted and will enforce the provisions set forth in AML/CFT regulations in order to prevent and detect money laundering, terrorist financing and other illegal activities.


    If The Berkshire Exchange and/or premises are inadvertently used for money laundering or other illegal activities, The Berkshire Exchange can be subject to potential serious civil and/or criminal penalties. Therefore, it is imperative that every member, officer, director and employee (each, an "Employee") is familiar with and complies with the policy and procedures set forth in this document.


    This Compliance Statement is designed to assist all clients in adhering to The Berkshire Exchange's policy and procedures, which, if followed diligently, are designed to protect themselves, The Berkshire Exchange, its employees, its facilities and its activities from money laundering or other illegal activities.


    To ensure that The Berkshire Exchange's policies and procedures are adhered to, The Berkshire Exchange shall designate an Anti-Money Laundering Compliance Officer (the "Compliance Officer"). The Compliance Officer is responsible for establishing and conducting Employee training program to ensure that all appropriate Employees are aware of the applicable AML/CFT Laws and Regulations, The Berkshire Exchange's AML/CFT Policies and Procedures and their responsibilities with respect to these policies.


    2.     Objectives of AML / CFT


    ·       Comply with all AML/CFT Rules and Regulations of the jurisdictions it operates in;

    ·       Appointment of a Compliance Officer who shall ensure adherence to The Berkshire Exchange's AML/CFT Policy and Procedures;

    ·       Requires all employees to prevent, detect and report to the Compliance Officer all potential instances in which The Berkshire       Exchange or its employees, its facilities or its activities have been or are about to be used for money laundering, terrorist financing and other illegal activities;

    ·       Requires all Employees to attend anti-money laundering training sessions, so that all such employees are aware of their responsibilities under The Berkshire Exchange's policies and procedures; and as affected by current developments with respect to anti-money laundering events.


    3.     What is Money Laundering?


    Money laundering involves the placement of illegally obtained money into legitimate financial systems so that monetary proceeds derived from criminal activities are transformed into funds with apparently legal source.


    Money laundering has many destructive consequences both for society as a whole and for those entities involved in money laundering activities. With respect to society as a whole, money laundering may provide resources for drug dealers, terrorists and other criminals to operate and expand their criminal activities.


    With respect to entities, any involvement whether it be to instigate, assist, conceal, or ignore the source, nature, location, ownership or control of money laundering activities, can lead to both civil and criminal proceedings against the individual and the entity involved.

    Additionally, the adverse effects, including the adverse publicity to the Firm associated with involvement in money laundering events cannot be emphasized enough.


    Money laundering transactions may include:

    ·       Advising a potential or existing client on how to structure a transaction to avoid reporting and/or record keeping requirements;

    ·       Engaging in any activity while wilfully or recklessly disregarding the source of the funds or the nature of the Client transaction;

    ·       Engaging in any activity designed to hide the nature, location, source, ownership or control of any proceeds of criminal activity;

    ·       Dealing in funds to facilitate criminal activity; or

    ·       Dealing in proceeds of criminal activity.


    Money laundering can involve the proceeds of drug dealing, terrorist activities, arms dealings, mail fraud, bank fraud, bank fraud, wire fraud or securities fraud, among other activities.


    4.     What is Terrorist Financing?


    Terrorist financing refers to the processing of funds to sponsors involved in or those who facilitate terrorist activity. Terrorist individuals/ groups/ organization derive income from a variety of sources, often combining both lawful and unlawful funding, and where the agents involved do not always know the illegitimate end of that income. The forms of such financing can be grouped into two types:


    Financial Support - In the form of donations, community solicitation and other fundraising initiatives. Financial support may come from states and large organizations, or from individuals.


    Revenue Generating Activities - Income is often derived from criminal activities such as kidnapping, extortion, smuggling or fraud. Income may also be derived from legitimate economic activities such as diamond trading or real estate investment.


    5.     Anti-Money Laundering Compliance Officer


    The Berkshire Exchange has appointed a dedicated Compliance Officer to oversight the compliance function who will be reporting to the Board of Directors of The Berkshire Exchange. Any employee shall immediately notify the Compliance Officer if he/she suspects or has any reason to suspect that any potentially suspicious activity has occurred or will occur if a transaction is completed. Employees are encouraged to seek the assistance of the compliance Officer with any questions or concerns they may have with respect to The Berkshire Exchange’s AML/EFT Policy and Procedures.


    Responsibilities of the Compliance Officer include the following:

    ·       Review of account opening forms and sign off from Compliance perspective

    ·       Coordination and monitoring of The Berkshire Exchange’s day-to-day compliance with applicable Anti-Money Laundering Laws and regulations and the Berkshire Exchange’s own AML/CFT Policy and Procedures;

    ·       Conducting employee training programs for appropriate personnel related to The Berkshire Exchange’s AML/CFT Policy and  procedures and maintaining records evidencing such training;

    ·       Receiving and reviewing any reports of suspicious activities from Employees;

    ·       Determining whether any suspicious activity as reported by an Employee warrants reporting to senior management of the Firm;

    ·       Coordination of enhanced due diligence procedures regarding Clients; and responding to both internal and external inquiries regarding The Berkshire Exchange’s AML/CFT policy and procedures.


    The AML/CFT compliance officer for The Berkshire Exchange is Patrick French and is contactable via email: 

    patrick@theberkshireexchange.co.uk


    6.     Anti-Money Laundering Employee Training Program


    As part of The Berkshire exchanges anti-money laundering program, all employees are expected to be fully aware of the AML/CFT policy and procedures.Each Employee is required to read and comply with this compliance policy and procedures, address concerns to the Compliance Officer and sign the acknowledgment form confirming that he/she has read and understands The Berkshire Exchange’s AML/CFT policy and procedures.


    To ensure the continued adherence to The Berkshire Exchange’s AML/CFT policy and procedures, all Employees are required to reconfirm their awareness of the contents of this document by signing the acknowledgement form annually, or more frequently, as required by the Compliance Officer. 


    The Berkshire Exchange is committed to the highest standards of the Anti-Money Laundering (AML) compliance and Counter-Terrorism Financing (CTF) and requires the management, and employees to follow the named standards.


    Money laundering – the process of converting funds, received from illegal activities (such as fraud, corruption, terrorism, etc.), into other funds or investments that look legitimate to hide or distort the real source of funds.


    The process of money laundering can be divided into three sequential stages:


    Placement. At this stage, funds are converted into financial instruments, such as checks, bank accounts, and money transfers, or can be used for purchasing high-value goods that can be resold. They can also be physically deposited into banks and non-bank institutions (e.g., currency exchangers). To avoid suspicion by the company, the launderer may as well make several deposits instead of depositing the whole sum at once, this form of placement is called smurfing.


    Layering. Funds are transferred or moved to other accounts and other financial instruments. It is performed to disguise the origin and disrupt the indication of the entity that made the multiple financial transactions. Moving funds around and changing in their form makes it complicated to trace the money being laundered.


    Integration. Funds get back into circulation as legitimate to purchase goods and services.


    7.     AML Policy


    The Berkshire Exchange, like most companies providing services on the financial market, adheres to the principles of Anti-Money Laundering and actively prevents any actions that aim or facilitate the process of legalizing of illegally gained funds. AML policy means preventing the use of the company's services by criminals, with the aim of money laundering, terrorist financing or other criminal activity.

    To prevent money laundering, TBE neither accepts nor pays cash under any circumstances. The company reserves the right to suspend any client's operation, which can be regarded as illegal or, may be related to money laundering in the opinion of the staff.


    8.     Company procedures


    The Berkshire Exchange will make sure that it is dealing with a real person or legal entity. The company also performs all the required measures in accordance with applicable law and regulations, issued by monetary authorities. The AML policy is being fulfilled within TBE by means of the following:


    Know your customer (KYC) policy and due diligence

    Monitoring of client activity

    Record keeping


    9.     Know Your Customer and Due Diligence


    Because of the company's commitment to the AML and KYC policies, each client of the company has to finish a verification procedure. Before Vantage starts any cooperation with the client, the company ensures that satisfactory evidence is produced or such other measures that will produce satisfactory evidence of the identity of any customer or counterparty are taken. The company as well applies heightened scrutiny to clients, who are residents of other countries, identified by credible sources as countries, having inadequate AML standards or that may represent a high risk for crime and corruption and to beneficial owners who resides in and whose funds are sourced from named countries.


    10.  Individual clients


    During the process of registration, each client provides personal information, specifically: full name; date of birth; country of origin; complete residential address, including phone number and city code. A client sends the following documents (in case the documents are written in non-Latin characters: to avoid any delays in the verification process, it is necessary to provide a notarized translation of the document in English) because of the requirements of KYC and to confirm the indicated information:


    • Current valid passport (showing the first page of the local or international passport, where the photo and the signature are clearly visible); or
    • Driving licence which bears a photograph; or
    • National identity card (showing both front and back pages);
    • Documents proving current permanent address (such as utility bills, bank statements, etc.) containing the client’s full name and place of residence. These documents should not be older than 3 months from the date of filing.


    11.  Corporate clients


    In case the applicant company is listed on a recognised or approved stock exchange or when there is independent evidence to show that the applicant is a wholly owned subsidiary or a subsidiary under the control of such a company, no further steps to verify identity will normally be required. In case the company is unquoted and none of the principal directors or shareholders already has an account with TBE, the official provides the following documents because of the requirements of KYC:


    • Certificate of Incorporation or any national equivalent;
    • Memorandum and Articles of Association and statutory statement or any national equivalent;
    • Certificate of good standing or other proof of registered address of the company;
    • Resolution of the board of directors to open an account and confer authority on those who will operate it;
    • Copies of powers of attorney or other authorities given by the directors in relation to the company;
    • Proof of identity of directors in case he/she will deal with The Berkshire Exchange on behalf of the Customer (according to the Individual identity verification rules described above);
    • Proof of identity of the beneficial owner(s) and/or the person(s) on whose instructions the signatories on the account are empowered to act (according to the Individual identity verification rules described above).


    This procedure is performed to establish the identity of the client and to help The Berkshire Exchange know/understand the clients and their financial dealings to be able to provide the best services of online trading.


    12.  Access Method


    You acknowledge you are fully responsible for all activities that occur through the use of any password, user ID or other access methods (each, an “Access Method“) you may be granted as a registered user of THE BERKSHIRE EXCHANGE, whether or not such use is authorised by you. 


    You agree not to access or attempt to access any password-protected portions of the Site without an authorised Access Method or through any means other than by utilizing your authorised Access Method on the appropriate web page or web tools. 


    It is your sole responsibility to monitor and control use of these Access Methods for all purposes. You accept all responsibility for the security of your Access Method, and utilization of the Site via the Access Methods. You agree that you shall be solely liable for all authorised and unauthorised access using the Access Methods.


     Do not disclose your Access Methods to anyone not authorised to act on your behalf. TBE cannot and will not be liable for any loss or damage arising from your failure to comply with this Section.


    13.  Monitoring of client activity


    In addition to gathering information from the clients, The Berkshire Exchange continues to monitor the activity of every client to identify and prevent any suspicious transactions. A suspicious transaction is known as a transaction that is inconsistent with the client's legitimate business or the usual client's transaction history known from client activity monitoring. The company has implemented the system of monitoring the named transactions (both automatic and, if needed, manual) to prevent using the company's services by criminals.


    14.  Record keeping


    Records must be kept of all transaction data and data obtained for the purpose of identification, as well as of all documents related to money laundering topics (e.g. files on suspicious activity reports, documentation of AML account monitoring, etc.). Those records are kept for a minimum of 7 years after the account is closed.


    15.  Deposit and withdrawal requirements


    All the clients' operations to deposit and withdraw funds have the following requirements:


    Due to AML / CTF laws, The Berkshire Exchange cannot deposit funds to third parties. All money withdrawn from your account must go to a bank account in the same name as your Berkshire trading account.



    Complaints & Escalation Policy



    If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, telephone or email at operations@theberkshireexchange.co.uk.  Please address all correspondence to the Complaints Manager. Our complaints department will be best placed to receive your complaint and work with you to resolve it.


    Complaints Procedure


    The Berkshire Exchange Limited has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:


    • Your name, address and client reference number
    • A clear description of your concern or complaint
    • Details of what you would like us to do to put it right
    • Copies of any relevant documents, such as letters
    • A daytime telephone number where we can contact you


    We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

    Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:


    • Send an acknowledgement of your complaint in writing within 5 business days.
    • Confirm who will handle your complaint, and how you can contact them.


    If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 calendar days in exceptional circumstances. If we are unable to provide you with a final response within 15 business days we will provide you:


    • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
    • If you are an eligible client, a notification of your rights to refer the matter to the Financial Ombudsman Service.


    In our final response we will include:


    • A summary of your complaint
    • A summary of the outcome of our investigation
    • Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
    • Details of any offer to settle the complaint and how long this offer will remain open
    • If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.


    If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.


    Financial Ombudsman Service


    The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services.


    Escalation Process


    If you have lodged a complaint and are not entirely satisfied with the solution by The Berkshire Exchange, you can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at:


    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Website: www.financial-ombudsman.org.uk
    Email: complaint.info@financial-ombudsman.org.uk
    Phone: 0800 023 4567 or 0300 123 9123


    If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:


    • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
    • If you are an eligible client, a notification of your right to refer the matter to a Data Supervisory Authority.


    For the purpose of our processing the Lead Supervisory Authority is:


    Lead Supervisory Authority
    Information Commissioner’s Office
    Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom

    Website: https://ico.org.uk
    Email: casework@ico.org.uk
    Phone: +44 (0) 303 123 1113


    Last Modified 04/01/21

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