Privacy Policy
DATA PRIVACY NOTICE
We take your privacy very seriously and we ask that you read this privacy notice carefully as it contains important information on who we are, how and why we collect, store, use and share personal data, your rights in relation to your personal data and on how to contact us and supervisory authorities in the event you have a complaint.
Italicised words in this privacy notice have the meaning set out in the Glossary of Terms at the end of this document.
Who we are
Pet Better is a trading style of Farnborough Place Ltd, Pet Better collects, uses and is responsible for certain personal data about you. When we do so we are required to comply with data protection regulation and we are responsible as a data controller of that personal data for the purposes of those laws.
When we mention "we", "us" or "our" we are referring to the trading style Pet Better.
We provide you with intermediary services in relation to pet insurance and other pet products.
Farnborough Place Limited is an appointed representative of Albany Park Limited, which is authorised and regulated by the Financial Conduct Authority. Financial Services Register number for Albany Park Limited is 304130 and 675132 for Farnborough Place Limited. Farnborough Place Limited (part of the Inchora Group of companies) is a registered company in England & Wales. Register number 06876406. Registered address is: Cody Technology Park, Old Ively Road, Farnborough, Hampshire, GU14 0LX.
We and Albany Park Limited have certain shared systems (and so shared access to your personal data). This means that in respect of certain personal data of yours, we and Albany Park Limited will be joint data controllers.
The Albany Park Limited privacy notice can be view at www.albanyparkfinance.co.uk.
Farnborough Place Limited is a subsidiary of Inchora Limited (incorporated in England & Wales with number 07890586) The Inchora family undertakes a diverse range of activities, a number of which are regulated by statute.
This privacy notice was last updated on the 10th January 2023
Third-party links
Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
The personal data we collect and use
In the course of our services__we may collect the following personal data when you provide it to us:
- contact information
- identity information
- financial information
- product details
- evidence of consent
Information collected from other sources
We also obtain personal data from other sources in the course of providing our intermediary services. Where we obtain this information from another party it is their responsibility to make sure they explain that they will be sharing personal data with us and, where necessary, ask permission before sharing information with us.
The personal data we obtain from other sources may include the following:
- From lead generators
- quotation request with contact details
- From lenders and/or product providers:
- product details
- From Albany Park Limited:
- details of any complaint about our services
How we use your personal data
The below table sets out:
- how we use your personal data
- the lawful bases upon which we collect and use your personal data
- who we routinely share your personal data with (some of these third-party recipients may be based outside the European Economic Area — for further information including on how we safeguard your personal data when this occurs, see 'Transfer of your information out of the EEA' below)
| Rationale/Reason for Processing | Lawful Basis for Processing | Third party recipients linked to that activity |
|---|---|---|
to provide you with intermediary services | Performance of a contract | Albany Park Limited |
| to manage complaints | Compliance with a legal obligation | Albany Park Limited |
| to manage legal claims | Legitimate interests | Albany Park Limited |
to share with Albany Park Limited as the company responsible for making sure that all sales we make to you and advice we give to you are compliant with the rules and regulations that apply to financial services in the UK and with their policies and procedures | Compliance with a legal obligation | Albany Park Limited |
to obtain feedback from you on the service you have received from us | Legitimate interests | Albany Park Limited |
to retain records of any services or advice provided to you in accordance with our regulatory obligations. Call recordings may be used. | Compliance with a legal obligation | External supplier(s) of data storage and data hosting services to
retain records on our behalf |
to provide you with details of products and services from us and third parties that may be of interest to you in accordance with your preferences. For more information see ‘Marketing’ below | Consent | Pet Better |
to administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting data) | Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) | Our Parent company Inchora Ltd |
to deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you | Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy) | Our Parent company Inchora Ltd |
to use data analytics to improve our website, products/services, marketing, customer relationships and experiences | Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy) | Our Parent company Inchora Ltd |
to detect, prevent and investigate fraudulent applications for
products | Compliance with a legal obligation. | The Financial Conduct Authority |
to undertake anti-money laundering, identification and verification checks, including assessment of your sanction check information (any personal data obtained for the purposes of meeting with The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 will only be processed for the purposes of preventing money laundering or terrorist financing, unless the use of the data is permitted by or under another enactment other than those Regulations, or we have another lawful basis for processing it) | Compliance with a legal obligation | Albany Park Limited
|
to evidence satisfaction of any request made by you in accordance with your rights under data protection regulation | Compliance with a legal obligation | Information Commissioner’s Office |
Special category data
Certain types of personal data are considered more sensitive and so are subject to additional levels of protection under data protection legislation. These are known as 'special categories of data' and include data concerning your health, racial or ethnic origin, genetic data and sexual orientation. Data relating to criminal convictions or offences is also subject to additional levels of protection.
We do not usually process special category data
Marketing
We may use personal data we hold about you to help us identify, tailor and provide you with details of products and services from us that may be of interest to you. We will only do so where we have obtained your consent and then will do so in accordance with any marketing preferences you have provided to us.
In addition, where you provided your consent, we may provide you with details of products and services of third parties where they may be of interest to you.
You can opt out of receiving marketing at any time. If you wish to amend your marketing preferences please contact us:
By email: info@inchora.com
By Post: Pet Better, Inchora House, Building X92, Cody Technology Park, Farnborough, Hampshire, GU14 0LX
In addition, you can opt out of receiving marketing at any time by clicking the 'unsubscribe' link at the bottom of every email.
Cookies
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our cookie policy.
How long your personal data will be kept
We will hold your personal data for differing periods of time depending upon the reason we have for processing it. These retention periods are set out below.
| Type of Record | Retention Period |
|---|---|
| Customer file containing a record of any intermediary services provided by us | For a period of six years following provision of services, or following termination of the policy. |
| Complaint file containing a record of any claim you have brought against us | For as long as we reasonably consider that you might legally bring an additional or repeat claim against us, or for as long as we reasonably consider that the information may be requested by the financial regulator or ombudsman. |
| Marketing lists | Once consent for marketing is received, we will use your data for marketing purposes until you opt out. We will then retain your data for a period of 6 months following the cessation of marketing activities. |
| Results of anti-money laundering, identification and verification checks, including assessment of your sanction check information | For as long as we are required/permitted to retain this personal data based upon our legal and regulatory obligations |
| Fraud and financial crime files | For as long as we reasonably consider that: we are required/ permitted to retain this personal data based upon our legal and regulatory obligations they may be required in the establishment, exercise or defence of legal claims |
Transfer of your information out of the EEA
We may transfer your personal data to the following which are located outside the European Economic Area (EEA) as follows:
-
Suppliers and sub-contractors which provide services to us. If we do transfer your personal data to our suppliers and sub-contractors outside of the EEA, we will make sure that it is protected in a similar way as if it was being used in the EEA. We'll use one of these safeguards:
-
the transfer will be to a non-EEA country with privacy laws that give the same protection as the EEA
-
the transfer will be subject to a European Commission approved contractdesigned to help safeguard your privacy rights and give you remedies in the unlikely event of a misuse of your personal data
-
the transfer will be to organisations that are part of Privacy Shield (this is a framework that sets privacy standards for data sent between the US and EU countries and it makes sure those standards are similar to the standards used within the EEA)
-
the transfer will be subject to binding corporate rules (agreements governing transfers made between organisations within in a corporate group)
You have a right to ask us for more information about any transfer of your personal data outside of the EEA, including the safeguards in place. To learn more, please see 'Your rights' below.
Your rights
You have legal rights under data protection regulation in relation to your personal data. These are set out under the below headings:
- To access personal data
- To correct / erase personal data
- To restrict how we use personal data
- To object to how we use personal data
- To ask us to transfer personal data to another organisation
- To object to automated decisions
- To find out more about how we use personal data
We may ask you for proof of identity when making a request to exercise any of these rights. We do this to ensure we only disclose information or change your details where we know we are dealing with the right individual.
We will not ask for a fee, unless we think your request is unfounded, repetitive or excessive. Where a fee is necessary, we will inform you before proceeding with your request.
We aim to respond to all valid requests within one month. It may however take us longer if the request is particularly complicated or you have made several requests. We will always let you know if we think a response will take longer than one month. To speed up our response, we may ask you to provide more detail about what you want to receive or are concerned about.
We may not always be able to fully address your request, for example if it would impact the duty of confidentiality we owe to others, or if we are otherwise legally entitled to deal with the request in a different way.
To access personal data
You can ask us to confirm whether or not we have and are using your personal data. You can also ask to get a copy of your personal data from us and for information on how we process it.
To rectify / erase personal data
You can ask that we rectify any information about you which is incorrect. We will be happy to rectify such information but would need to verify the accuracy of the information first.
You can ask that we erase your personal data if you think we no longer need to use it for the purpose we collected it from you.
You can also ask that we erase your personal data if you have either withdrawn your consent to us using your information (if we originally asked for your consent to use your information), or exercised your right to object to further legitimate use of your information, or where we have used it unlawfully or where we are subject to a legal obligation to erase your personal data.
We may not always be able to comply with your request, for example where we need to keep using your personal data in order to comply with our legal obligation or where we need to use your personal data to establish, exercise or defend legal claims.
To restrict our use of personal data
You can ask that we restrict our use of your personal data in certain circumstances, for example
- where you think the information is inaccurate and we need to verify it;
- where our use of your personal data is not lawful but you do not want us to erase it;
- where the information is no longer required for the purposes for which it was collected but we need it to establish, exercise or defend legal claims; or
- where you have objected to our use of your personal data but we still need to verify if we have overriding grounds to use it.
We can continue to use your personal data following a request for restriction where we have your consent to use it; or we need to use it to establish, exercise or defend legal claims, or we need to use it to protect the rights of another individual or a company.
To object to use of personal data
You can object to any use of your personal data which we have justified on the basis of our legitimate interest, if you believe your fundamental rights and freedoms to data protection outweigh our legitimate interest in using the information. If you raise an objection, we may continue to use the personal data if we can demonstrate that we have compelling legitimate interests to use the information.
To request a transfer of personal data
You can ask us to provide your personal data to you in a structured, commonly used, machine-readable format, or you can ask to have it transferred directly to another data controller (e.g. another company).
You may only exercise this right where we use your personal data in order to perform a contract with you, or where we asked for your consent to use your personal data. This right does not apply to any personal data which we hold or process outside automated means.
To contest decisions based on automatic decision making
If we made a decision about you based solely by automated means (i.e. with no human intervention), and the decision made by us produces a legal effect concerning you, or significantly affects you, you may have the right to contest that decision, express your point of view and ask for a human review. These rights do not apply where we are authorised by law to make such decisions and have adopted suitable safeguards in our decision making processes to protect your rights and freedoms.
You can contact us for more information
If you are not satisfied with the level of information provided in this privacy notice, you can ask us about what personal data we have about you, what we use your information for, who we disclose your information to, whether we transfer it abroad, how we protect it, how long we keep it for, what rights you have, how you can make a complaint, where we got your data from and whether we have carried out any automated decision making using your personal data.
If you would like to exercise any of the above rights, please:
- email our Data Protection Officer at dataprotection@inchora.com
- or write to The Data Protection Officer, Pet Better, Building X92, Cody Technology Park, Farnborough, GU14 0LX
- let us have enough information to identify you, e.g. name, address, date of birth;
- let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill); and
- let us know the information to which your request relates.
Keeping your personal data secure
We have appropriate security measures in place to prevent personal data from being accidentally lost, or used or accessed in an unauthorised way. We limit access to your personal data to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
Our supervisory authority
If you are not happy with the way we are handling your information, you have a right to lodge a complaint with the Information Commissioners Office (www.ico.org.uk).
We ask that you please attempt to resolve any issues with us before the ICO.
How to contact us
Please contact our Data Privacy Manager if you have any questions about this privacy notice or the information we hold about you.
If you wish to contact our Data Protection Officer, please send an email to dataprotection@inchora.com or write to: The Data Protection Officer, Pet Better, Inchora House, Building X92, Cody Technology Park, Farnborough, Hampshire, GU14 0LX.
Glossary of Terms
| contact information | these are details that can be used to contact a person, including title, first name, surname, personal telephone number, fax, email address, home address, country, postcode or city of residence. This may also include work contact information such as work telephone number, fax, work email and work address |
| data controller | means a natural or legal person (such as a company) which determines the means and purposes of processing of personal data. For example, we are your data controller as we determine how we will collect personal data from you, the scope of data which will be collected, and the purposes for which it will be used in the course of us providing you with intermediary services |
| data protection regulation | applicable data privacy and protection laws |
| FCA | the Financial Conduct Authority, being the independent watchdog that regulates financial services |
| financial information | this is information relating to your financial status, including salary/income, outgoings/expenditure, tax rate and P60 |
| identity information | this is any information that can be used to distinguish a person or verify their identity, such as name, date of birth, place of birth, gender, marital status, national identity card/number, passport, drivers licence and national insurance number |
| intermediary services | these are the services we provide to you in relation to the products, which may include: advising on the products applying for a quotation on your behalf in relation to a product arranging or administering a product on your behalf |
| product | this is a insurance product in respect of which we provide intermediary services to you |
| product provider | a company which provides insurance products (for a list of product providers which we work with, please contact us – see How to contact us above) |
| sanction check information | this is information relating to your politically exposed persons (PEPs) status and Her Majesty’s Treasury financial sanctions status, which is recorded to prevent fraud and money laundering |
| vulnerability | a vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when an advisory firm is not acting with appropriate levels of care. These customers are more likely to suffer severe detriment if something goes wrong. Details of vulnerability fall in to the following categories: health; resilience (financial); life events; and capability (financial knowledge/ confidence) |
Pet Better is a trading style of Farnborough Place Limited which is an appointed representative of Albany Park Limited, which is authorised and regulated by the Financial Conduct Authority. Financial Services Register number for Albany Park Limited is 304130 and 675132 for Farnborough Place Limited. This is regarding insurance products only.
Farnborough Place Limited is a registered company in England & Wales. Register number 06876406
Registered address: Cody Technology Park, Old Ively Road, Farnborough, Hampshire, GU14 0LX.