Privacy notice

Who we are

Vehicle Direct Redress Limited, trading as Wealth Claims Bureau, is the data controller for the information described here. We are regulated by the Financial Conduct Authority, FRN 1036495, and our registered office is at The Atrium, Ground Floor, 18 to 20 Frederick Street, Birmingham B1 3HE. We are registered with the Information Commissioner’s Office under reference ZB974931.

If you have any question about how we use your information, contact us at info@thewealthclaimsbureau.co.uk.

What we collect

• Your name, email address and telephone number.
• Which firm your complaint concerns, what your concern is about, the type of product or account, and roughly when it happened.
• Anything you choose to tell us in your own words about what happened.
• Any adjustments or support you tell us you need.
• How you reached us, including the page you came from and any campaign reference.
• Records of our contact with you, including correspondence and recordings of telephone calls.
• Once we act for you, the documents and evidence relating to your complaint.

Recording calls

We record our telephone calls with you. We do it to keep an accurate record of what was said, to check the quality of our own service, and because our regulator expects us to be able to evidence how a case was handled. We will tell you at the start of a call.

Recordings are kept with the rest of your file and for the same period. You can ask for a copy of a recording of your own call.

Where we get it from

Usually from you directly, through a form on this site, by telephone, or by email.

If you replied to one of our adverts on Facebook or Instagram, you may have completed your enquiry form on Meta’s own platform rather than on this site. Meta passes us the answers you gave, and keeps its own copy under its terms and its privacy policy, which we do not control.

Once we act for you, we may also receive information from the firm your complaint is about, and from the Financial Ombudsman Service.

Information about your health or circumstances

If you tell us about a health condition, a bereavement, or anything similar so that we can support you properly, that is special category data under data protection law. We record it only with your explicit consent, we collect only what is necessary, and it is held securely with access restricted to those who need it.

You never have to tell us. Telling us what would help is enough.

Why we use it, and our lawful basis

• To answer your enquiry and assess whether we can help. Our legitimate interests in responding to someone who has contacted us, and taking steps at your request before entering a contract.
• To act for you on a complaint. Performance of our contract with you.
• To meet our regulatory obligations. Compliance with a legal obligation, including the FCA’s claims management rules on record keeping.
• To support you appropriately where you have told us about your circumstances. Your explicit consent.
• To send you marketing, if you have asked for it. Your consent, which you can withdraw at any time.

Who we share it with

We share your information only where it is needed. That means the firm your complaint is about, the Financial Ombudsman Service, and the Financial Services Compensation Scheme where a firm is insolvent. We also use service providers who handle information on our behalf, under contract and on our instructions only. They currently include Vercel, which hosts this website, and GoHighLevel, the system we use to manage enquiries and cases. A current list of our providers is available on request.

We do not sell your information. We will not say that we never share it, because that would not be true: pursuing a complaint necessarily means sharing your details with the firm and, where it goes that far, with the Ombudsman.

Advertising and cookies

This site currently uses only the cookies necessary to make it work. We do not run advertising or analytics cookies, and we do not upload your details to any advertising platform.

We advertise on Facebook and Instagram. At present those adverts collect enquiries on Meta’s own platform, and we run no advertising or measurement tag on this site. Before we begin using a Meta pixel, the Meta Conversions API, or uploads of contact details to an advertising platform, we will describe it here, explain the lawful basis and how to object, and ask for your agreement first.

Automated decision-making

We do not make decisions about your complaint by automated means alone. A decision on whether your case has merit is always made by a person.

We are planning to use an automated assistant to answer first enquiries and gather initial details. It is not in use yet. When it is, we will say so here, we will tell you when you are speaking to it rather than to a person, and you will always be able to ask for a person instead. It will not decide anything about your complaint.

How long we keep it

We keep your information for as long as we need it to act for you and to meet our regulatory record-keeping obligations, then delete it securely.

In practice that means we keep it while we are acting for you, and then for as long as the Financial Conduct Authority’s record-keeping rules require. If we do not take your case on, we keep only what we need to show we handled your enquiry properly. You can ask us how long we will hold your information at any time.

Where it is held

Your information is held on secure systems operated by us and by the providers named above. Some of those providers store or process information outside the United Kingdom. Where that happens we rely on the safeguards UK data protection law requires for international transfers, and you can ask us which ones apply.

Your rights

You have the right to:

• ask for a copy of the information we hold about you;
• ask us to correct anything that is wrong;
• ask us to delete it, where we do not need to keep it;
• ask us to restrict how we use it, or object to our using it;
• ask for it in a portable format; and
• withdraw your consent at any time, where we rely on consent.

To exercise any of these, contact info@thewealthclaimsbureau.co.uk. We will respond within one month.

Complaining about how we handle your information

Please tell us first, through our complaints procedure, so we can put it right. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Changes to this notice

We keep a version history of this notice, and the version in force when you contacted us is recorded against your enquiry.