Privacy Policy

Last updated: 30 July 2026

1. Who we are

ClaimPals is a trading name of The Claims Experts Ltd ("ClaimPals", "we", "us", "our"), a company registered in England and Wales under company number 11600861, with VAT registration number 313 208644. We are authorised and regulated as a Claims Management Company (CMC) by the Financial Conduct Authority (FRN 836692).

We are registered with the Information Commissioner's Office (ICO) as a data controller under registration number [ICO registration number to be added]. This Privacy Policy explains how we collect, use, store and share your personal data when you visit our website or use our claims eligibility checking service.

2. What personal data we collect

We may collect and process the following categories of personal data about you:

• Identity data — first name, last name, date of birth.
• Contact data — postal address, email address, telephone number.
• Claim data — details of the lender, broker, bank or scam you're telling us about, dates, amounts, and a description of what happened.
• Financial data — where relevant to assessing your claim, such as loan or payment details.
• Technical data — IP address, browser type and version, time zone setting, device information, and how you interact with our website.
• Usage data — information about how you use our website and services.
• Marketing preferences — your preferences in receiving marketing from us and our partners.

We do not knowingly collect any special category data (such as health or financial hardship information) unless you volunteer it as part of describing your claim, in which case we handle it with additional care and only for the purpose of assessing your case.

3. How we use your data

We use your personal data to:

• Assess your eligibility for a claim and provide our free eligibility check;
• Introduce you to a regulated specialist partner who may act for you;
• Contact you by phone, email or SMS about your enquiry or claim, where you've consented to this;
• Manage our relationship with you, including responding to queries or complaints;
• Comply with our legal and regulatory obligations as an FCA-regulated CMC;
• Improve our website, services and marketing, including through analytics;
• Detect, investigate and prevent fraud or other unlawful activity.

4. Our legal basis for processing

Under UK GDPR, we rely on the following legal bases to process your personal data:

• Consent — for example, when you submit an eligibility check form and agree to be contacted about your claim.
• Contract — where processing is necessary to provide the services you've asked us for, or to take steps at your request before entering into an agreement.
• Legal obligation — where we need to comply with FCA rules, anti-money-laundering requirements, or other legal duties.
• Legitimate interests — for example, to improve our services, prevent fraud, and maintain the security of our website, provided this does not override your rights and interests.

5. Sharing your data with regulated partners

ClaimPals is not a law firm and does not itself pursue claims. Where your eligibility check indicates you may have a valid claim, we share your details with an appropriately authorised and regulated specialist partner (such as a solicitor or another CMC) who will contact you to discuss taking on your case.

We only work with partners who are appropriately authorised and regulated for the services they provide, and we require them to handle your data in accordance with UK GDPR. We do not sell your personal data to third parties for their own independent marketing purposes.

We may also share your data with:

• IT and service providers who support our website, systems and communications, acting under our instructions;
• Regulators, including the FCA and the Financial Ombudsman Service, where required;
• Professional advisers such as our lawyers, auditors or insurers, where necessary;
• Law enforcement or other authorities where required by law.

6. Cookies

Our website uses cookies and similar technologies to make the site work properly, to understand how visitors use it, and to support our marketing. Cookies are small text files stored on your device.

• Strictly necessary cookies — required for the website to function, such as remembering your progress through our eligibility forms.
• Analytics cookies — help us understand how visitors use our site so we can improve it.
• Marketing cookies — used to measure the effectiveness of our advertising and, where applicable, to show you relevant ads elsewhere.

You can control or delete cookies through your browser settings at any time. Blocking some types of cookies may impact your experience of our website and the services we can offer.

7. How long we keep your data

We keep your personal data only for as long as necessary to fulfil the purposes we collected it for, including to satisfy any legal, regulatory, accounting or reporting requirements. As an FCA-regulated CMC, we are typically required to retain claim-related records for a minimum period after a case is closed. Where you contact us but do not proceed with a claim, we will retain your details for a limited period in case you wish to follow up, after which they will be securely deleted or anonymised.

8. Your rights under UK GDPR

Subject to certain conditions and exemptions, you have the right to:

• Request access to the personal data we hold about you;
• Request correction of inaccurate or incomplete data;
• Request erasure of your data in certain circumstances;
• Object to or request that we restrict our processing of your data;
• Request that we transfer your data to you or a third party (data portability);
• Withdraw consent at any time, where we rely on consent to process your data;
• Lodge a complaint with the Information Commissioner's Office.

To exercise any of these rights, please contact us using the details in Section 14 below.

9. Keeping your data secure

We use appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure or destruction, including encryption in transit and restricted access to systems holding personal data. While we take reasonable steps to protect your data, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

10. International transfers

Some of our third-party service providers may process personal data outside the UK. Where this happens, we take steps to ensure your data is protected to a standard equivalent to UK GDPR, such as by using providers that operate under adequacy regulations or approved contractual safeguards.

11. Marketing communications

Where you've given consent, we may contact you about our services or those of our partners by phone, email or SMS. You can withdraw your consent to marketing at any time by contacting us or using the unsubscribe option in any marketing communication. Opting out of marketing does not affect our ability to contact you regarding an active claim you've asked us to progress.

12. Children's privacy

Our services are intended for adults aged 18 and over. We do not knowingly collect personal data from children.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, regulatory or operational reasons. We will post any updated version on this page with a revised "last updated" date.

14. Contact us & complaints

If you have any questions about this Privacy Policy, or wish to exercise any of your data protection rights, please contact us:

• Email: hello@claimpals.co.uk
• Phone: [0800 XXX XXXX]
• Post: The Claims Experts Ltd, [registered office address to be added]

If you're unhappy with how we've handled your data, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.