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Privacy Policy

PRIVACY POLICY

This privacy notice sets out how Nemo Personal Finance Limited (we or us) will collect and use information about you. Please read it carefully to understand how we will use your personal information. The terms of use of our website www.nemo-loans.co.uk (our site) and our cookies policy contain further details of how we will use your information.

If you have any questions or concerns in relation to this privacy notice, you can contact our Data Protection Officer at:

Email: DPO@principality.co.uk
Post: Nemo Data Protection Officer, Principality Building Society, PO Box 89, Principality Buildings, Queen Street, Cardiff CF10 1UA

This privacy notice explains:

1. Information we may collect about you
2. How we will use your information
3. Using your information to keep in touch with you
4. How we may contact you
5. Who we may share your information with
6. Where we will store your personal information
7. Your rights in respect of your personal information
8. How and when we may change this privacy notice
9. How our website uses Cookies
10. Linking to other websites and their privacy polices

1. Information we may collect about you

We collect information about you from a variety of sources, including:

a) information that you give to us:
b) information that we obtain from other organisations;
c) information about your health and personal circumstances; and
d) information that is automatically collected whenever you use our site. 

This section of our privacy notice explains more about the information we collect about you.

A: Information you give to us:

When we collect it from you

What we collect

Why we collect it

How long we hold it for

More information

When you opened an account with us, when you register on our site or when you make a payment using our site.

We will usually ask you for your name, contact details (address, e-mail address and phone number), date of birth and financial information (including details of accounts held with us).  We may ask you to provide identification documents (such as a copy of your passport or driving licence).

To administer your accounts with us and provide you with an effective service. 


To comply with our regulatory obligations.

We will generally hold this information for the duration of your account with us and then for a period of 6 years after your account has been closed.


We may retain this information for an additional period where required in connection with yours or our right to establish, commence or defend legal claims.

When you opened an account with us your contract contained specific terms and conditions.  Please ask us if you require another copy of these terms and conditions.


If you do not provide us with the information we request, we may not be able to provide our services to you.

When you fill in a form on our site or contact us by phone, e-mail or otherwise.

Your name and contact details.

To deal with your enquiry and to administer your accounts with us and provide you with an effective service. 

We will generally hold this information for the duration of your account with us and then for a period of 6 years after your account has been closed.


We may retain this information for an additional period where required in connection with yours or our right to establish, commence or defend legal claims.

If you do not provide us with this information, we may not be able to deal appropriately with your enquiry. 

If you choose to enter a competition, promotion or survey that we promote.

Your name and contact details.

To administer the competition, promotion or survey.

This information is held for the duration of the competition, promotion or survey and after for up to 6 years to monitor competition terms.

You do not have to provide this information to us, but if you do not do so, we cannot enter you into the competition or promotion. 

If you report a problem with our site. Your name and contact details.

We collect this information in order to investigate the problem and advise you of the outcome.

We will generally only hold this information for the time it takes to investigate and resolve the problem. 


Where the problem relates to your account we will generally hold this information for the duration of your account with us and then for a period of 6 years after your account has been closed. 

B: Information we receive directly from others:

Who we collect information from

What we collect

Why we collect it

How long we hold it for

More information

From credit reference agencies when we considered your application and then during the term of your mortgage.

Credit reference agencies may provide us with information including about other debts you may have and any other addresses linked you to.

To administer your accounts with us and provide you with an effective service.

We will generally hold this information for the duration of your account with us and then for a period of 6 years after your account has been closed, or an additional period in connection with legal claims.

You can find out more about credit reference agencies and the information that they hold at:
https://ico.org.uk/for-the-public/credit/

As part of our management of your account, we may from time to time collect information from third parties, such as other creditors, trustees, third party representatives (e.g. the CAB).

Information about other charges, financial information about you, and information about legal proceedings.

To administer your accounts with us and provide you with an effective service.


To enable us to recover any debts we are owed.

We will generally hold this information for the duration of your account with us and then for a period of 6 years after your account has been closed, or an additional period in connection with legal claims. 

 

Occasionally, when we believe it is necessary to do so, we may collect information about you which is available in the public domain (for example information that is on Facebook or other social media sites).

The types of information we may collect includes employment details, relationship status and verification of facts in relation to potential criminal activity.

For the purposes of crime detection or prevention.


To enable us to recover any debts we are owed.

We will add this information to other information about you and your account and we will generally hold it for the duration of your account with us and then for a period of 6 years after your account has been closed. 

 

C: Information about your health or personal circumstances:

Your ability to make a sound financial decision or control your financial affairs may be adversely affected by your health or personal circumstances (for instance if you suffer a serious illness or a bereavement). Where we reasonably believe that this is the case, we may record details of this, in order to provide you with any additional assistance you may need. 

Where it is possible to do so, we will always try to obtain your consent before we record details of this nature. If you change your mind about us holding the details, please contact Customer Services to update your records. However, there may be times when we need to record information about your health or personal circumstances even where you have not given consent, in order to meet our regulatory obligations to identify vulnerable customers. We will only do so if we believe that this is in your best interests. More information about how we treat vulnerable customers can be found at: http://www.nemo-loans.co.uk/existing-customers/help-with-repayments/budgeting-hints-and-tips.aspx.

We understand that information of this nature is particularly sensitive and so we will ensure that it is held securely in order to provide you with appropriate assistance.

D: Information we automatically collect when you visit our site:

  • Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform; and
  • Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

We use this automatically collected information to maintain and improve our services and our site.

2. How we will use your information

We need to obtain, store and use information about you so that you can enjoy and benefit from our service. We understand that as a customer (or former customer) of Nemo, you need to know that we take your concerns about keeping your information safe seriously and only use it for purposes that we have told you about.

We may use information we hold about you in the following ways:

To administer your accounts with us and provide you with an effective service:

  • We may use your information to confirm your identity, update and correct our customer records, notify you about changes to our service and checking your information with fraud prevention agencies to help trace debtors, recover debt and prevent fraud or money-laundering.
  • We may carry out checks with fraud prevention agencies who may share your records with other organisations to help them make decisions about credit applications and insurance proposals and claims for you and your family, including motor, household, credit, life and other insurance.
  • We may use your information to ensure that content from our site is presented in the most effective manner for you and for your computer and to allow you to participate in interactive features of our service, when you choose to do so.

To comply with our regulatory obligations:

  • We will use your information to help prevent financial crime and to meet legal and regulatory compliance and reporting requirements.

To maintain and improve our service and our site:

  • We will use your information to carry out statistical and market analyses, including benchmarking exercises, to enable us to understand you better and improve our products and services, to develop, test and improve our systems and to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes as part of our efforts to keep our site safe and secure.
  • We may use your information for the purposes of staff training, and for analysing statistics about credit, insurance and fraud together with the credit reference agencies and the fraud prevention agencies.
  • We may use your information to measure or understand the effectiveness of advertising we serve to you and others and to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.

In order to keep in touch with you for marketing purposes:

  • We may use your information to let you know about other relevant products and services, both ours and those of other parties whose products and services we have agreed should be made available to you (see the section below on 'Using your information to keep in touch with you' for more information about this).

3. Using your information to keep in touch with you

We may use the information we hold about you in order to provide you with information about our services that we think may interest you.

We will only contact you by electronic means (e-mail or SMS) with information about our services if you have agreed to receive such information. 

If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data. Alternatively, if you have changed your mind about being contacted for marketing purposes, please contact Customer Services to update your preferences.

When we collect your information, we will also ask you whether you wish to receive information about products and services from other companies that we think may be of interest to you.  We will only share your data with other companies for marketing purposes if you have agreed to this.

4. Contacting you

We will use your contact information to send you important information via letters, emails, text messages, or otherwise to telephone you about your account. We may also contact you with optional account information, such as reminders to pay ahead of any date payment is due. If you would like to change the method for receiving optional account information, or if you would like to add or remove this service, just contact Customer Services. Please see our “Contact Us” page for details how to contact us.

Please note that we may record telephone calls for security and training purposes.

Communicating via e-mail: Security Notice

If you do choose to send information by email you do so at your own risk.  The majority of email providers have adopted appropriate security controls to protect your information but we cannot guarantee the security of your specific provider.

We will never ask you to send financial or sensitive information via email and will only ever ask you to post or fax any documents back to us at our head office. We will only send you e-mails if you ask us to, or if the only method we have for contacting you with important information is via e-mail. For your protection, any e-mails we do send to you will contain censored or obscured information.

If you choose to send us an e-mail, we will reply to you by e-mail where no other contact method is available only after 24 hours have elapsed. If you are not comfortable with the security of your provider and do not wish us to reply to you by e-mail, please contact us on 029 2020 7053 or 0800 1382935 within 24 hours to avoid receiving a response by e-mail.

Due to Nemo’s commitment to the security of your personal information, if your e-mail is from an e-mail address that we do not recognise for you, one of our agents will contact you by telephone on the numbers we hold to ensure the e-mail has come from you and to update your details with us.

5. Sharing your information

Nemo Personal Finance Limited is a part of the Principality Group. We may share your personal information with any other company that is part of the Principality group.

We may share your information with selected third parties including:

  • Our suppliers and sub-contractors for the performance of any contract we enter into with you
  • Analytics and search engine providers that assist us in the improvement and optimisation of our site
  • If we are unable to locate you to discuss any account you may hold with us, we may pass your details to a third party in order to trace you
  • Third parties we authorise such as a field representative, tracing agent, a debt collection agent, or a solicitor, to act on our behalf in the collection of information and recovery of debt
  • Other third parties who also hold a charge on your property
  • HM Revenues and Customs or other authorities that require it
  • To any other parties connected with your account (including guarantors)
  • Credit reference agencies for the purpose of (i) confirming the payments you make under any contract with us, and any default or failure to keep to its terms, and (ii) assessing your credit score

Your information may be used by us and the other organisations listed above to help make decisions about credit and credit related services and to trace debtors, recover debt, prevent money laundering and fraud.

We may also share your personal information to third parties in the following circumstances:

  • If we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets
  • If we or substantially all of our assets are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use http://www.nemo-loans.co.uk/legal-notices.aspx and other agreements; or to protect the rights, property, or safety of Nemo Personal Finance Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction

6. Where we store your personal information

All information you provide to us is stored on secure servers. Any payment transactions we process will be encrypted using SSL technology. We do not store your information outside the European Economic Area.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

7. Your rights

You have the right to request from us access to your own personal information. This is sometimes known as a 'subject access request'. From 1st January 2018, we will respond to your subject access request free of charge.

You also have the right to ask us not to process your personal data for direct marketing. We will inform you (before collecting your data) if we intend to use your data for this purpose or if we intend to disclose your information to any third party for this purpose. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data or by contacting Customer Services. See the 'Using your information to keep in touch with you' section of this privacy notice for more information.

From 25 May 2018, you will have additional rights to request from us:

  • That any inaccurate information we hold about you is corrected
  • That your information is deleted
  • That we stop using your personal information for certain purposes
  • That your information is provided to you in a portable format
  • That decisions about you are not made by wholly automated means

Many of the rights listed above are limited to certain defined circumstances and we may not be able to comply with your request.

If you choose to make a request to us, we will aim to respond to you within one month. We will not charge a fee for dealing with your request. Please see our “Contact Us” page for details how to contact us.

If you are dissatisfied with how we are using your personal information or if you wish to complain about how we have handled a request, then please contact our Data Protection Officer and we will try to resolve any issues you may have.  However, you also have the right to complain to the Information Commissioner's Office, which is the statutory regulator for data protection law. Details of how to complain to the ICO can be found at https://ico.org.uk/concerns/.

8. Changes to this privacy notice

Any changes we may make to our privacy notice in the future will be posted on this page. Please check back frequently to see any updates or changes to our privacy notice.

9. How our website uses cookies

Our site uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

For detailed information on the cookies we use and the purposes for which we use them see our Cookie policy http://www.nemo-loans.co.uk/cookies.aspx.

10. Other websites

Our site contains links to other websites. This privacy policy only applies to this website and how we collect and use your information. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

© 2016 Nemo Personal Finance Ltd. All rights reserved.

Nemo Personal Finance, Trafalgar House, 5 Fitzalan Place, Cardiff CF24 0ED.

Nemo Personal Finance is a trading name of Nemo Personal Finance Limited. Registered office: PO Box 89 Principality Buildings, Queen Street, Cardiff CF10 1UA. Registered in England and Wales No. 05188059.

Our Firm reference number is 314732 and you can check these details on the Financial Services register here.  

Calls may be monitored and recorded for training, compliance and evidential purposes.

Authorised and Regulated by the Financial Conduct Authority. Nemo Personal Finance subscribes to the Lending Code which is monitored and enforced by the FLA (Finance and Leasing Association).