We obtain information about you via our website when you complete the contact form and through cookies.
Customer information is obtained over the course of the enquiry with us. This can be done by phone, email, livechat or contact form.
The following types of personal information are from the contact form:
- Email address
- IP address
These do not identify you as an individual. They collect statistical data about your browsing actions and patterns. This information helps us to improve our website and deliver a better more personalised service.
It is possible to switch off cookies. For more information visit our full cookies policy.
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site.
The cookies collect anonymous information, including the number of visitors to the site, where visitors have come to the website from and the pages they visited.
These are Google Maps third-party cookies, which are unique identifiers to allow traffic analysis to Google Maps.
We collect and process personal data about you when you interact with our advisers or automated services. The personal data we process may include:
Initial customer details:
- Email address
- Mobile phone number
Debt application (general):
- Household composition
- Address history (5 years)
- Employment status
- Date of birth
- Relationship status
- Number of dependent children
- Number of vehicles owned
- Housing status
- Self-disclosed mental health issue
Debt application (income):
- Income (salary)
- Maintenance income (inc. child support)
- Lodger/boarder income
- Student income (e.g., SAAS)
- Pensions (inc. state and private)
- Equity (inc. properties, mortgage, secured loans)
- Assets (inc. value of vehicles, savings)
Debt application (expenditure):
- Service charge/factor fees
- Mortgage endowment/PPI
- Secure loans
- Council Tax
- Other utilities
- TV licence
- Sheriff court fines
- Maintenance/child support
- Building & contents insurance
- Life insurance
- Childcare costs
- Adult care costs
- HMRC/Income Tax
- Friend and family debt
- Landline and mobile phone
- Care insurance
- Vehicle tax
- Fuel (petrol/diesel etc.)
- MOT/car maintenance
- Breakdown & recovery
- Parking costs
- Household cleaning/laundry
- Clothing & footwear
- Baby items (nappies etc.)
- Pet costs
- Health & beauty
- Home maintenance & repairs
- Internet, cable, tv rental
- Pocket money/school trips/hobbies/leisure/sports
- Gifts (Christmas, birthdays etc.)
- Unsecured Loans
- Car lease costs
- Credit/store cards
- Debt solution/plan already in place
- Relevant evidence
Information related to the browser or device you use to access our website;
And/or any other information you provide.
We process the data listed above for the following purposes:
to assist you in your enquiry
to forward you relevant information or advice via email or text, following the resolution of your query
protecting ADS’s legitimate business interests and legal rights, including but not limited to, use in connection with legal claims, compliance, regulatory and investigative purposes (including disclosure of such information in connection with legal process or litigation)
to monitor use of our websites and online services
to monitor any customer account to prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents or crime
to provide our funders with anonymous statistics on service use
to comply with applicable law and legislation
- Personal data may be shared with government authorities and/or law enforcement officials if required for the purposes above, if mandated by law or if needed for the legal protection of our legitimate interests in compliance with applicable laws.
- If we make a referral on your behalf, to which you agree, we may share some personal information, such as name and telephone number, with third party organisations for the purposes of facilitating said referral, in line with our legitimate interests.
- If we contact a third party on your behalf, such as a lender, we will undertake to have you complete a Mandate of Authority before proceeding.
- Data from select cases will be shared with the Scottish Legal Aid Board(SLAB) for the purposes of peer review.
Minimum of five years*
All other personal data
We will not keep your personal information for any purpose for longer than is necessary and will only retain the personal information that is necessary in relation to the purpose. We are also required to retain certain information as required by law or for as long as is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions.
*We may retain your data for a short time beyond the specified retention period, to allow for information to be reviewed and any deletion to take place. In some instances, laws may require ADS to hold certain information for specific periods that may be beyond the minimum retention period.
Under data protection law, you have the following rights:
- Your right of access – You have the right to ask us for copies of your personal information.
- Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
- Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
- Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
- Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
- Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request that is not manifestly unfounded, we will carry out the request without unreasonable delay and in one month (unless an exception applies where we must do so in three months).
Please contact us at DPO@advice.scot if you wish to make a request.
If you have any outstanding questions or requests regarding this policy or our privacy practices in general, you can contact us by email through DPO@advice.scot.
If you are not happy with our response or require further information regarding data processing rules and regulations, you can contact the Information Commissioner’s Office: https://ico.org.uk/.
We keep this Policy under regular review. This Policy was last updated in March 2023.