Policy

3. Information we may collect from/about you

We may collect your personal information through various means, including via our Site (through email or other electronic correspondence, by telephone, by direct contact, or if you voluntarily submit it, and where we are required by law to collect personal data).

3.1 Please see section 16 on our use of Cookies and our Cookie Policy https://marstonholdings.co.uk/cookie-policy/

3.2 Some or all of the following data may be collected about you:

• Name;
• Date of birth;
• Gender;
• Business/company name;
• Job title;
• Profession;
• Visual and audio images of you through our use of Body Worn Video and audio recording equipment;
• Contact information such as email addresses and telephone numbers;
• Demographic information such as postcode and preferences;
• Financial information such as credit / debit card numbers;
• Personal data collected arising out of the debt collection and enforcement process (some of which may include sensitive data related to the customer or other third parties), such as information on the physical or mental health or condition of the debtor and details of incidents occurring during debt enforcement visits;
• IP address (automatically collected);
• Web browser type and version (automatically collected);
• Operating system (automatically collected);
• A list of URLs starting with a referring site, your activity on our Site, and the site you exit to (automatically collected);
• LinkedIn™, Facebook™ or Twitter™ profile names;
• Caller line identification;
• Complainants and other individuals in relation to a judicial service complaint or enquiry;
• People who use our services, e.g. who subscribe to our newsletter or request a publication from us;
• Information that you provide as a job applicant through our online job application facility, e.g. name and contact details, curriculum vitae, covering letter, references, equality monitoring information;
• Vehicle registration keeper details; and
• Banking details that you have permitted us to use on your behalf.

9. Complaints

•  When we investigate a complaint, we may need to share personal information with the organisation you have an outstanding debt with and with other relevant bodies (e.g. the Civil Enforcement Association or the Local Government Ombudsman to adjudicate on disputed complaints).
• Upon receipt of a complaint, we open a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.
• We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We may compile and publish statistics showing information such as the number of complaints we receive, but not in a form which identifies anyone.
• We are usually required to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant does not want information identifying him or her to be disclosed, we aim to respect that. However, it may not always be possible to handle a complaint on an anonymous basis.
• We will keep personal information contained in complaint files in line with our retention policy. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.
• Similarly, where enquiries are submitted to us, we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.
• When we take enforcement action against someone, we may publish the identity of the defendant in our Annual Report or elsewhere. We do not usually identify any complainants unless the details have already been made public.
• If you are not satisfied with the manner in which we have sought to redress your complaint, or if you wish to seek further advice with regard to the use of your data, you are within your right to contact the ICO for a further determination.

10. Controlling your personal information

• When you submit information via our Site, you may be given options to restrict our use of your data. In particular, we aim to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us, which you may do by unsubscribing using the links provided in our emails and at the point of providing your details).
• You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service the Corporate Telephone Preference Service and the Mailing Preference Service. These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.