This privacy notice tells you what to expect us to do with your personal information.

• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• Cookies
• How to complain

Contact details

Post: Grosvenor House, 11 St Pauls Square, Birmingham, B3 1RB, GB

Email: support@carcloudcommunity.co.uk

What information we collect, use, and why

We collect or use the following information to provide and improve products and services for clients:

• Names and contact details
• Addresses
• Gender
• Date of birth
• Payment details (including card or bank information for transfers and direct debits)
• Financial data (including income and expenditure)
• Transaction data (including details about payments to and from you and details of products and services you have purchased)
• Usage data (including information about how you interact with and use our website, products and services)
• Information relating to compliments or complaints
• Account access information
• Website user information

We collect or use the following personal information for the operation of client or customer accounts:

• Names and contact details
• Addresses
• Purchase or service history
• Account information, including registration details
• Information used for security purposes
• Marketing preferences
• Technical data, including information about browser and operating systems

We collect or use the following personal information for the prevention, detection, investigation or prosecution of crimes:

• Names and contact information
• Client accounts and records
• Financial information eg for fraud prevention or detection

We collect or use the following personal information for information updates or marketing purposes:

• Names and contact details
• Addresses
• Profile information
• Marketing preferences
• Purchase or account history
• Website and app user journey information
• IP addresses

We collect or use the following personal information for research or archiving purposes:

• Names and contact details
• Addresses
• Purchase or client account history
• Website and app user journey information
• IP addresses

We collect or use the following personal information to comply with legal requirements:

• Name
• Contact information
• Client account information
• Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Address
• Payment details
• Account information
• Purchase or service history
• Customer or client accounts and records
• Financial transaction information
• Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
• Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
• Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.
• Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
• Your right to object to processing – You have the right to object to the processing of your personal data. You can read more about this right here.
• 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. You can read more about this right here.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

• To keep records updated and to analyse how customers use our products and services in order to be able to improve the products and services.

Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

• To recover any amounts owed for products or services that we have provided.

Our lawful bases for collecting or using personal information for the prevention, detection, investigation or prosecution of crimes are:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

• As a regulated business we are obligated to take reasonable steps to prevent the use of our products or services in connection to financial criminality.

Our lawful bases for collecting or using personal information for information updates or marketing purposes are:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

• The collection of contact information is necessary to administer any prize draw that we operate and which is entered by a user.

Our lawful bases for collecting or using personal information for research or archiving purposes:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information to comply with legal requirements:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

• As a regulated business we are obligated to use personal information to deal with complaints in a manner that is consistent with the requirements of our regulator.
• In the event that we are subject to a claim we will collect and use personal information to be able to fairly resolve claims and to protect our business interests.

Where we get personal information from

• Directly from you
• Suppliers and service providers
• Third parties:

• Personal information may be provided to us by marketing partners including Reach Publishing Services Limited and Creation Finance Services Limited.

How long we keep information

We will store your personal information for up to seven years from when you cease to be our registered user or customer.

Who we share information with

Data processors

Azure Web Services

This data processor does the following activities for us: Cloud services provider.

Amazon Web Services

This data processor does the following activities for us: Cloud services provider.

Others we share personal information with

• Insurance companies, brokers or other intermediaries
• Professional or legal advisors
• Regulatory authorities
• Organisations we are legally obliged to share personal information with
• Professional consultants

Cookies

1. Introduction

1.1 Our website uses cookies.

1.2 Insofar as those cookies are not strictly necessary for the provision of our website and services, we will ask you to consent to our use of cookies when you first visit our website.

2. About cookies

2.1 A cookie is a file containing an identifier that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

2.2 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

2.3 Cookies may not contain any information that personally identifies a user, but personal data that we store about you may be linked to the information stored in and obtained from cookies.

3. Cookies that we use

3.1 We use cookies for the following purposes:

(a) authentication and status – we use cookies [to identify you when you visit our website and as you navigate our website, and to help us determine if you are logged into our website

(b) security – we use cookies as an element of the security measures used to protect user accounts, including preventing fraudulent use of login credentials, and to protect our website and services generally

(c) analytics – we use cookies to help us to analyse the use and performance of our website and services

(d) cookie consent – we use cookies to store your preferences in relation to the use of cookies more generally

4. Cookies used by our service providers

4.1 Our service providers use cookies and those cookies may be stored on your computer when you visit our website.

4.2 We use Google Analytics. Google Analytics gathers information about the use of our website by means of cookies. The information gathered is used to create reports about the use of our website. You can find out more about Google’s use of information by visiting https://www.google.com/policies/privacy/partners/ and you can review Google’s privacy policy at https://policies.google.com/privacy.

4.3 We use a Facebook pixel on our website. Using the pixel, Facebook collects information about the users and use of our website. The information is used to personalise Facebook advertisements and to analyse the use of our website. To find out more about the Facebook pixel and about Facebook’s use of personal data generally, see the Facebook cookie policy at https://www.facebook.com/policies/cookies/ and the Facebook privacy policy at https://www.facebook.com/about/privacy. 

4.4 We use a TikTok pixel on our website. Using the pixel, TikTok collects information about the users and use of our website. The information is used to personalise TikTok advertisements and to analyse the use of our website. To find out more about the TikTok pixel and about TikTok’s use of personal data generally, see the TikTok cookie policy at https://www.tiktok.com/legal/page/global/tiktok-website-cookies-policy/en and the TikTok privacy policy at https://www.tiktok.com/legal/page/eea/privacy-policy/en. 

5. Managing cookies

5.1 Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:

(a) https://support.google.com/chrome/answer/95647 (Chrome);

(b) https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop (Firefox);

(c) https://support.apple.com/en-gb/guide/safari/manage-cookies-and-website-data-sfri11471/mac (Safari); and

(d) https://support.microsoft.com/en-gb/help/4468242/microsoft-edge-browsing-data-and-privacy (Edge).

5.2 Blocking all cookies will have a negative impact upon the usability of many websites.

5.3 If you block cookies, you will not be able to use all the features on our website.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated: 19/03/2025