If you are unhappy with how we handle or respond to your complaint, you can also complain to the Information Commissioner’s Office by contacting their helpline on 0303 123 1113.
Disrepair Claim is a trading name of Consumer Reclaim Ltd. Consumer Reclaim Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities, reference number: 835212. Registration is recorded at: https://register.fca.org.uk. Consumer Reclaim Ltd is registered in England and Wales, Company Registration number: 07223077. Information Commissioner Office number: ZA176000. We will not charge you a fee for our service. We are paid a referral fee by our partners on our Legal Panel for eligible referrals.
Consumer Reclaim Ltd is a Claims Management Company (CMC). You can claim for free, without using a CMC, first directly to your landlord or to the Housing Ombudsman Service (England)/Public Services Ombudsman (Wales).
Complaints
If you would like to complain about the way we handle your data, or any other complaint please write to us at:
Post: Office Manager Consumer Reclaim Ltd 2nd Floor, Station House Stamford New Road Altrincham Cheshire WA14 1EP
Email: info@consumer-reclaim.co.uk
If you are unhappy with how we handle or respond to your complaint, you can also complain to the Information Commissioner’s Office by contacting their helpline on 0303 123 1113.
Privacy Policy
1. Who we are
The Housing Disrepair Group & Disrepair Claim are trading styles of Consumer Reclaim Ltd (Company Number: 07223077), 2nd Floor, Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP.
Consumer Reclaim Ltd is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activity (FRN: 835212).
For the purposes of data protection legislation, we are the Data Controller, and we process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR). We are registered with the Information Commissioner’s Office (ICO) under registration number ZA176000.
We are committed to protecting your personal data and other information you provide to us via this website. This privacy notice explains what personal information we collect, how we use it, and your rights in relation to that data.
Our services are not intended for individuals under the age of 18, and we do not knowingly collect data from children. If you are under 18, please do not use this website.
2. Personal data we collect from you
2.1 Types of personal data
We may collect, use, store, and transfer different kinds of personal data about you, including:
Identity Data – Full name, previous name(s), date of birth, signature (stored electronically).
Contact Data – Current and previous addresses, email address, and phone number(s).
Property and Claim Data – Details of your housing disrepair claim, such as property type, landlord details, tenancy information, disrepair issues reported, photographic evidence, and correspondence relating to your case.
Profile Data – Information about the services you engage with, your feedback, references, and preferences, to help us improve our services and customer experience.
Technical Data – Information about your visits to our website, including IP address, browser type, operating system, traffic data, and other analytical data.
2.2 Data collected automatically
IP Address: We may collect your IP address for security, fraud prevention, and website analytics purposes.
Cookies: Our website uses cookies to improve your experience and website performance.
3. How we use your personal data
We may use your personal data to:
Provide you with information or services that you request;
Assess your housing disrepair circumstances and manage your claim;
Refer you to an appropriate law firm for claim investigation and representation (with your consent);
Communicate updates as your claim progresses;
Respond to your enquiries or complaints;
Improve our website, services, and customer experience;
Comply with legal and regulatory requirements.
4. Purposes and lawful basis for processing
Purpose
Type of Data
Lawful Basis for Processing
To contact you following the submission of an enquiry
Identity, Contact
Consent
To assess your housing disrepair claim and provide claim updates
Identity, Contact, Property and Claim Data
Performance of a contract
To refer your case to a panel law firm for legal representation
Identity, Contact, Property and Claim Data
Consent
To collect and share any Special Category Data with relevant third parties (e.g. medical information, where applicable)
Identity, Contact, Property and Claim Data
Explicit Consent
To respond to data subject access requests
Identity, Contact
Legal Obligation
To manage internal administration and record-keeping
Identity, Contact, Technical, Profile
Legitimate Interests
To send satisfaction surveys or request reviews
Identity, Contact
Consent
To notify you about policy changes
Identity, Contact
Legal Obligation
5. Sharing your information
We may share your personal data with trusted third parties, including:
Law firms and associated professionals handling your claim (e.g. solicitors, barristers, experts);
Regulatory authorities such as the Financial Conduct Authority, Information Commissioner’s Office, or HMRC (where required by law);
IT service providers and cloud storage providers;
Marketing and analytics partners (only where you have consented).
All third parties are required to respect your data privacy and process your information lawfully and securely.
6. Data retention
We retain personal data only as long as necessary to fulfil the purposes outlined in this notice, including satisfying legal, accounting, or reporting obligations.
When determining retention periods, we consider the nature of the data, the duration of the claim process, legal requirements, and our business needs.
7. Your rights
You have the following rights under data protection laws:
Access to your personal data;
Correction of inaccurate data;
Erasure of your personal data (“right to be forgotten”);
Objection to processing;
Restriction of processing;
Data portability;
Withdrawal of consent (where processing is based on consent).
You can exercise these rights at any time by contacting us.
8. Security
We implement appropriate technical and organisational measures to protect your data from unauthorised access, alteration, disclosure, or destruction. Access to your data is restricted to authorised staff and third parties who need it for legitimate business purposes.
9. International transfers
We do not transfer your personal data outside the UK unless required to do so for processing or to comply with legal obligations. Where such transfers occur, appropriate safeguards will be applied.
10. Marketing
We may use your data to inform you about similar services that may be of interest to you. You can opt out of receiving marketing communications at any time by contacting us or using the unsubscribe option in our communications.
11. Changes to this privacy notice
We may update this privacy notice periodically. The latest version will always be available on our website. We encourage you to check this page regularly to stay informed about how we handle your data.
12. Contact details
If you have questions about this privacy notice or how we handle your data, please contact our Data Protection Officer:
Email: support@disrepairclaim.co.uk Address: 2nd Floor, Station House, Stamford New Road, Altrincham, Cheshire, WA14 1EP
13. Complaints
If you believe your data has been mishandled, you can raise a complaint directly with us, or contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.
14. Effective date
This privacy notice is effective from 1st January 2025.
