PPI Deadline 29 Aug 2019

Data protection

Find out what you can expect when we collect information about individuals (called 'personal data').

Under the Data Protection Act 1998, we are required to notify our use of personal data to the Information Commissioner’s Office (ICO). You can see our current notification on the ICO website.

Data we collect

We collect personal data about a range of people:

  • visitors to our websites
  • the clients of the firms we regulate (who we call consumers)
  • people who contact us

This privacy notice also provides information about:

  • disclosure of personal information
  • access to personal information
  • how to contact us

For more detail about the information collected when you use our website, including the use of Cookies, see our website privacy notice.

Our processing may include the use of data analytics, where required.

People who contact us 

We use a case management system to record details about our contact with you. This information is held securely and in line with our retention policy.

We will use your personal information to provide you with any information or services that you ask for, or to reply to any correspondence. We will also use it to analyse information, such as where in the country users of our helpline come from, what type of questions they are asking, and whether the service was able to give them useful information or guidance.

We also want your views on the service and any improvements you think are necessary. If this is something you agree to help us with, we would need to pass your contact details on to an independent research agency commissioned by us, so that they can get in touch with you.

Neither we nor our appointed agency will try to sell you anything. If we would like to use your information for any other purpose than those stated above, we will contact you to ask for your consent.

Contacting us by telephone

All calls to our Consumer Helpline are recorded for quality, evaluation and training purposes.

When you contact us we ask for some personal information. You are under no obligation to provide this information to us, but it enables us to provide a better quality of service when you contact us again. As a minimum, we will hold your name and phone number for the purposes specified above unless you inform us that you wish to remain anonymous.

We offer a translation service for customers when English is not their first language, this is provided by a third party company. The company that provides this service does not retain any information from the calls or record them.

Monitoring of emails

Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.

Disclosure of personal information  

The Financial Services and Markets Act 2000 places restrictions on the information (including personal data) that we can and can’t share. Further detail about this is available on our Freedom of Information pages.

There are circumstances in which we may need to share personal data. We may need to do this in order to help us carry out our own functions. We may also share information with other bodies acting in the public interest, for example, other financial regulators or the police, to help them carry out their functions. Consistent with the UK being a major international financial centre, some of these bodies may be based in other countries (including those outside the European Economic Area).

When you contact us, in order to ensure we handle your correspondence effectively, we may contact relevant third parties to obtain further, relevant information. This may include, for example, the Financial Ombudsman Service, the Financial Services Compensation Scheme and regulated firms that may be relevant to your correspondence. If you do not want us to contact third parties in these circumstances, please let us know.

For more details about agreements we have with other organisations for sharing information or the circumstances when we can pass on personal information without consent, please view our registration with the ICO, or contact us.

Access to personal information  

Under the Act you have the right to access your personal information (subject to certain exemptions). If you wish to find out what information, if any, we hold that relates to you, you must make your request in writing. To ensure you provide everything we need to process your request, you may find it helpful to complete our Subject Access Request Form and send this to us using the contact details available below. A charge of £10 is made for these requests.

How to contact us  

This privacy notice does not provide exhaustive detail of all aspects of the FCA’s collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

If you want to request information about our privacy policy you can email us or write to:

Information Disclosure Team, Financial Conduct Authority, 12 Endeavour Square, London, E20 1JN

FCA Switchboard: 020 7066 1000

Find out more ways to contact us.

Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated on 25 February 2016.

Web chat
Web chat
The PPI webchat service is currently unavailable.
Official Twitter feed of the FCA
Visit PPI on Twitter