Privacy Policy

Contact details you give us (name, email address, phone number), what you tell us about your situation, documents you upload, and basic technical information about your visit.

If you track work on your home, we collect the property address, the projects and contracts you record, what you agreed and what you paid, the businesses you hire, and the documents and photographs you add.

A photograph can carry the place and time it was taken in its own metadata, and we keep what the file carries. Precise location is sensitive personal information. We collect it to keep your record accurate and dated, and for no other purpose.

To evaluate whether we can help, to pursue your case if we take it on, to contact you about it, and to meet our legal and regulatory obligations.

If you submit an application, you consent to be contacted by phone, text message, and email about your inquiry. The full terms of that consent, including how to opt out, are on our SMS terms page. You can opt out at any time.

Service providers who help us operate (hosting, email delivery, payment processing, identity verification), and the business your dispute is with, to the extent needed to pursue it. We also sell or share your identifiers, contact details and the information you give us about your dispute with servicing and legal partners so they can contact you. You can opt out.

Everyone in that first group acts under contract, may use your information only to provide the service we engaged them for, and may not use it for their own purposes. Where we are required to disclose information to a regulator, or in response to legal process, we do that too.

Depending on where you live you may have rights to access, correct, delete, or restrict use of your information, and to opt out of sale or sharing. See Do Not Sell or Share.

Before we act for you we confirm your identity. That step collects a government-issued identity document and a photograph of your face. A facial image is biometric information, and both are treated as sensitive personal information. We collect them for one purpose only: to confirm that you are who you say you are before we act on your behalf.

The check is carried out by a third-party service provider under contract. You provide them to that provider’s flow rather than to this site, and we do not receive them. Our records hold only whether the check succeeded or failed, and when. There is no field in our systems capable of storing an image, a document, or any identifier either of them contains.

We use automated systems, including AI, to collect and organize information about your advocacy file, to review documents you provide, and to evaluate requests for our services against our criteria.

Conversations with our assistant, and information recorded from documents you send us, are kept as part of your file. Information is processed by third-party service providers under contract, and is not used to train their models.

Depending on where you live, you may have rights in connection with automated processing and profiling, including in relation to decisions that produce legal or similarly significant effects. See Do Not Sell or Share and the section on your choices above, or contact us.

We keep information for as long as we need it for the purpose we collected it, and then for as long as we are required to keep it.

In practice: while we are assessing your request, and, if we take your advocacy file on, for as long as we are working on it. After that, for as long as a claim arising out of it could still be brought, and for as long as tax, accounting and record-keeping rules require. Records of your consent to be contacted are kept for as long as a claim about that contact could be brought, which is longer than we keep the rest.

If you ask us to delete your information we erase or anonymise it, except where we are required to keep it. Where that applies we tell you which part we kept and why.

See our Cookie Policy.

Questions about this policy can go to the address on our contact page.