Terms and Policies
We are constantly improving our sites so there may be developments in how we use your data – all such developments will be promptly notified to you in this policy. Your continued use of our website will signify that you agree to any such changes.
Protecting your privacy is important to us. The basis on which you are entitled to access the website is set out below:
Data protection act 1998
We know how important it is to protect your personal information. Any Personal Information we hold will be subject to the appropriate legal safeguards under the Data Protection Act 1998. We will process your Personal Information in accordance with the terms and for the purposes of this agreement. You confirm that you have the consent of any third party whose details you may disclose to us to discuss such details and to authorise us and such associated partners referred to in the paragraph below to process such details for the purposes of assessing your enquiry.
We may be working closely with a number of specialist companies that offer a range of financial products; secured loan, re-mortgage, individual voluntary arrangement (IVA), debt management (DMP), unsecured loans, car finance, right-to-buy (RTB), general insurance, claims management, etc. – We try, where possible, to help present a number of different options to consider. We do not provide any form of financial advice or knowledge so in order to best resolve your financial situation and you may be contacted by one of these specialist companies, if it appears that from the information you submit to us, they may be able to help you. For this we may receive a one-off financial payment as an introduction fee or, on occasion, another form financial remuneration.
We may also disclose personal information about you to the extent required by Law, Court Order, by Government order or decree. Except as described above, we will not disclose your personal information to any third parties without your consent.
Right of subject access
We only collect data that is ‘personally identifiable’ to the extent deemed necessary to serve our legitimate business purposes. We ensure that safeguards are in place for the security and privacy of that information.
Information held by us will be processed only for purposes for which we have registered under the Data Protection Act.
You have the right to review, correct and delete information from our records, subject to certain conditions. Please contact our Compliance Officer should you have any concerns about any aspect of the information we hold. You have the right to ask for a copy of the information that we may hold about you. Upon you making a request in writing we will provide you with a copy of the information which we hold concerning you (after payment of small fee). The address to write to is: Compliance Officer, National Direct Service, 84 Princess Street, Manchester, Lancashire, M1 6NG
Data privacy and personal details
The personal details which you submit to us (Personal Data) are held by us. It is your responsibility to ensure that your Personal Data is accurate and up to date and to inform us of any changes that need to be made. By submitting your Personal Data you CONSENT to it being processed by us and any associated partners as notified in this Policy.
For each visitor to our website, our web server automatically recognises no information regarding the domain or email address. We will collect and store the email addresses of those who communicate with us via email or their contact details when submitting an enquiry.
We may use Personal Information provided to us to communicate with you by post, telephone , fax, email, SMS text or Whatsapp instant messenger for the purposes of assisting you with your enquiry. We may also use the information provided for marketing purposes to identify and provide you (by post, telephone , fax, email or SMS text) with details of other similar products or services which we or our associated companies, or an approved third party deem could be of interest to you. By submitting your details you will be giving consent for the details provided to be used in this way.
You can tell us if you do not want to receive marketing information from us and / or from our group or associated companies by writing to the Data Manager, National Direct Service, 84 Princess Street, Manchester, Lancashire, M1 6NG. If at any time you opt out of being updated we will cease all such future disclosure of data.
If you use standard email for communication with us, information will not be protected in the same way and you should be aware that we cannot guarantee that it remains confidential whilst in transit.
This site is intended for UK residents only unless otherwise stated. We will communicate with you in English. We may record and monitor calls for service quality.
It is our aim to give excellent service to all our customers, but we recognise that things can occasionally go wrong. We take any complaints that we receive seriously and we aim to resolve all of our customers’ concerns fairly, promptly and efficiently.
What to do if you are dissatisfied
To ensure that we provide the kind of service you expect we welcome your feedback. If you have any issues relating to the work our associated company is carrying out for you then you should refer your grievance directly to that company.
If at any time you are not happy with the service that we have given you, please write to us in order to explain your concerns. Compliance Officer, National Direct Service, 84 Princess Street, Manchester, Lancashire, M1 6NG.
How we will handle your complaint
We aim to resolve all complaints as soon as possible. If we are unable to resolve a complaint to your satisfaction by the close of the business day following its receipt we will write to you acknowledging your complaint and inform you
Who is dealing with it.
In order to resolve your problem, we will review all the documentation and information necessary to enable us to carry out a thorough investigation. In some instances, we may need you to provide us with further information or to provide us with authority to contact a third party. If the information or authority is not provided to us within 8 weeks of the request we may have to treat your complaint as closed.
Once an investigation of your concerns has been made, we will provide a written ‘Final Response Letter’ confirming our findings and, if applicable, any proposed resolution.
Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If we have been unable to complete our investigation within 4 weeks of receipt of your complaint we will write to you providing an update. We are committed to resolving all complaints within an absolute maximum period of 8 weeks from date of receipt. If we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.
If we cannot resolve your complaint.
Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can refer the matter to:
The Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR.
Further information can be found at www.financialombudsman.org.uk or by calling 0800 023 4567.
FOS provide a free independent adjudication service. A copy of our Complaints Handling Procedure, including details of the FOS Code of Practice are available from us upon request.
Following our Complaints Handling Procedures does not affect your right to take independent legal advice.
Following the Complaints Procedure does not affect your legal rights.
We shall not be liable for any claims or losses of any nature, arising indirectly or directly from use of the information on this website or hypertext links howsoever arising (except to the extent required by law).
Treating customers fairly
At National Direct Service, we are committed to providing our customers with the highest standards of service throughout the customer journey. In so doing, we are committed to ensuring that the Financial Conduct Authority’s Principle of “treating customers fairly” is adhered to at all times.
We recognise that both our customers and ourselves have everything to gain if we are looking out for your best interests and treat you fairly in all aspects of our dealings with you.
Our commitment to you
We vet our associated companies to ensure they:
Provide you with clear information about the products and services they offer, including fees and charges.
Establish your individual needs, preferences and circumstances before allowing any application or enquiry for a particular debt solution is made via their services.
Advise you on sources of information that would help you understand your situation and potential impacts of their services.
Encourage you to ask if there’s something you don’t understand.
Give you access to a formal complaints procedure should you become unhappy with their service.
How you can help us
To help us give you the most appropriate advice, we will ask you to:
Let us know about your individual needs, circumstances and preferences.
Let us know if there is any aspect of our service, or of a product our partners have discussed or recommended, that you don’t understand.
Tell us if you think there are ways we can improve our service.
The Insolvency Service: https://www.gov.uk/government/organisations/insolvency-service
Money Advice Service: http://www.nationaldebtline.co.uk
Citizens Advice Bureau: http://www.citizensadvice.org.uk
Debt Advice Foundation: http://www.debtadvicefoundation.org
Debt Support Trust: http://www.debtsupporttrust.org.uk
National Debtline: http://www.nationaldebtline.co.uk
Thank you for taking the time to visit our website and read about our use of Terms and Policies.