Privacy Policy

On May 25th 2018 a ground breaking piece of legislation (General Data Protection Regulation or GDPR) comes into effect giving UK citizens, and many others, much better control of their data when it is collected, processed and stored by third parties. This page sets out The Whiplash Experts’ Privacy Policy and its purpose is to provide users of The Whiplash Experts Website and Service with a transparent, unambiguous statement about our approach to data protection. Amongst other things it provides answers to the following questions:

  • What Data Do We Collect?
  • Who Collects The Data?
  • How Is The Data Collected?
  • Why Do We Collect The Data?
  • Who Do We Share The Data With?
  • How Long Do We Keep The Data?

We have presented the answers to those six questions in an easy to read, plain speaking format and for those that like the detail, you can also click on the links provided to drill down to the next level of detail where it is applicable.

Before we get into the finer detail, we want you to know who we are and how you can contact us with any issues or queries you have about our Privacy Policy.

The Whiplash Experts is a trading name of 1stClaims Limited and our address is Tregyddulan, St Nicholas, Goodwick, Pembrokeshire, SA64 0LX. For the purposes of GDPR 1stClaims are both a Data Controller and a Data Processor. Our Information Commissioner's Office Registration Number is Z1477170.

If you need to contact us regarding our Privacy Policy or anything related to Data Protection, you can call us on 0800 6888 546, email us on info@thewhiplashexperts.co.uk or write to us at the address noted above.

1 - What Data Do We Collect?

1i - When you arrive at our website, thewhiplashexperts.co.uk, it is very helpful for us to know, amongst other things, what pages you look at so that we can improve the service that we offer to you and others. We use Google Analytics to monitor how users interact with our website and this enables us to see a range of anonymous data collected and presented by Google Analytics. You can see Google’s detailed Privacy Policy by clicking on the links below:

https://policies.google.com/privacy

https://support.google.com/analytics/answer/6004245

If you simply browse our website and take no further action, then we do not collect any more information about you or your visit and of course everything collected up until this point is anonymous.

1ii - If you choose to use The Whiplash Experts Service and make contact with us, we will ask you to provide us with information pertinent to your enquiry, which will include some or all of the following:

  • First name
  • Surname
  • Contact telephone number (either a landline or a mobile)
  • Email address
  • Your home address
  • The date of your accident/incident
  • The county where the accident/incident happened (selected from a drop-down list)
  • Accident Type (selected from a drop-down list)
  • Brief Details (Your enquiry details)
  • Your preferred time to receive a call
  • How you found us
  • Reason why you chose The Whipash Experts
  • Last page you viewed before submitting the enquiry from
  • What web browser you used
  • Which of our enquiry forms you chose to use
  • Search phrase used
  • Search engine used

1iii - If you choose to contact us by email, we will collect the information that you provide to us as emailed content, along with any responses we may send to you via whatever format we choose.

1iv - If you choose to contact us by sending us written correspondence through the post, we will collect the information that you provide to us as written content along with any responses we may send to you via whatever format we choose.

1v – If you choose to call us on our 0800 6888 546 number for any reason other than to make a direct enquiry via our service, we will collect an electronically typed summary of the call, along with the date and time the call was connected and, if it is provided by your network operator, the number that you used to call in on.

1vi – In addition to the details noted in item 1v above, if you leave a voicemail message we will collect a recorded copy of your voicemail message.

1vii – If you subscribe to any of our email marketing lists we will collect some or all of the following items of data:

  • Your Name
  • Email Address
  • Business Name (if applicable)
  • Business Telephone Number (if applicable)
  • Date, Time and IP Address at Signup
  • The Subscription Source, normally a page on our website

If we send you any emails using our email marketing lists we record the emails sent along with a date and time sent and sometimes receive feedback about whether or not you opened the email or whether it was successfully received. If you unsubscribe from any of our lists, that fact will also be recorded.

2 - Who Collects The Data?

The data that we collect comes in various formats from various locations and we use third parties to collect some of the information on our behalf. We have detailed below specific information about all entities that collect the data summarised in item 1 above.

2i – All of the information that we collect about how you interact with our website (detailed in item 1i above) is collected by Google using Google Analytics.

2ii – When you choose to make an enquiry with The Whiplash Experts via our website, we collect the data set out in item 1ii above ourselves. However, if you elect to call us on our 0800 6888 546 number to make an enquiry, then the data will be collected on our behalf by The Virtual Business Centre who are a third-party Call Centre Business based in the UK. They will also collect the date and time the call was connected and, if it is provided by your network operator, the number that you used to call in on.

The Virtual Business Centre also collect the information noted in item 1v above if you choose to call us on our 0800 6888 546 number for any reason other than to make a direct enquiry via our service.

2iii – If you choose to email or write to The Whiplash Experts, we collect the data noted in items 1iii and 1iv above ourselves.

2iv – If you leave us a voicemail message the data noted in item 1vi above is collected on our behalf by Voipfone. Voipfone are a UK based provider of Voice Over IP Telephony Services.

2v - If you signup to any of marketing lists, the data noted in item 1vii above is collected on our behalf by aWeber.com

How Is The Data Collected?

Given the range of data types The Whiplash Experts collects, the method of collection varies considerably. To enable Google to collect the data noted above via Google Analytics, we place a code snippet, supplied by Google, on every page of our website. This code snippet is triggered when a web page is loaded and allows Google to collect the pertinent data.

The data that we collect regarding your enquiry with The Whiplash Experts comes via our enquiry forms on the website or the KiteConnect pop up form. All of the information that we collect is provided by you completing our enquiry form or KiteConnect pop up form, except for the data we collect about the last page viewed before completing the enquiry form and the web browser that you used. These two elements are collected by a web script running on our server.

Why Do We Collect The Data?

The service that The Whiplash Experts offers to its users is to put you in touch with a Law Firm that is able to help you with your legal matter. In order for us to do that, we need to take your contact details and some information about the nature of your enquiry. We ask for your explicit consent to allow us to pass that information to one of the Law Firms that we work with. The Law Firm that we pass your details to will then make contact with you and progress the matter with you if they are able to do so.

Once you have made an enquiry with The Whiplash Experts, we want to be able to make sure that you are happy with the service and that the Law Firm that we have forwarded your details to has made contact with you. For that reason, we collect and retain the information noted above in item 1ii.

In order to monitor and improve our service and website, we need to collect the information noted in items 1i and 1ii above. The information we and others collect about how you and others use our website allows us to identify what our users like about our website and also gives us an indication of areas where we need to improve things. We also use the information that we receive to analyse our business’s performance using statistical data that we glean from the data we collect.

The data referred to in items 1iii, iv, v and vi all relates to communications between users of The Whiplash Experts service and The Whiplash Experts. We collect the data in order to respond to you in an appropriate manner following receipt of your email, letter or telephone call.

Who Do We Share The Data With?

When you make an enquiry with The Whiplash Experts by completing one of our enquiry forms or by calling us on 0800 6888 546 and having our callcentre provider complete the enquiry form for you, we share your enquiry details and contact details with the Law Firm that we select to help you with your enquiry. We obtain your explicit consent to do this when the enquiry form is completed.

We also share your enquiry details with our callcentre provider if you choose to call us on our 0800 6888 546 to make your enquiry and also to enable them to call you to check that the Law Firm has been in touch and check that you are happy with the service provided.

When you signup to any of Email Marketing lists the information you provide (see item 1vii above) to us is shared with our Email Marketing system provider aWeber.com.

The Whiplash Experts is a Regulated Business and are occasionally required to submit copies of enquiries received to the Claims Management Regulator as part of an audit of our business. In these circumstances your enquiry data may be shared with the Claims Management Regulator.

How Long Do We Keep The Data?

The details that you provide when you make an enquiry with The Whiplash Experts will be treated differently when we consider the length of time that we store them. We have categorised the “Brief Details (Your enquiry details)” element as sensitive data and we will only keep these details for 3 months.

We will keep you name, email address and home address for five years.

Once your enquiry details, name, email address and home address have been deleted, the remaining data that we hold from your initial enquiry will all be completely anonymous and therefore will be kept indefinitely for statistical purposes and evaluation of our business.

Any written correspondence (other than the initial enquiry details noted above) sent or received by email or by post will be kept for a period of 7 years.

Any telephone messages received and stored by our Voip system will be kept for a maximum of 3 months before being permanently deleted.

Having subscribed to any of our email marketing lists, we will retain your data (see item 1vii above) indefinitely or until you unsubscribe from the list.

Your Rights As A Data Subject

Under the GDPR legislation, people whose data we collect, process and store are known as Data Subjects and the legislation sets out certain rights that you have as a Data Subject. You can read more information about this on our The Whiplash Experts' Data Subjects' Rights page.

Is Everything Clear?

We have endeavoured to write a privacy policy that is easy to read, informative and gives a complete and transparent picture of our approach to data privacy and protection. If you have any unanswered questions having read the policy, please do feel free to contact us directly (see the details at the top of this page) and we will endeavour to answer your query and improve our policy should it be found wanting.

Document Details:

Date First Published: 23/05/18

Current Version: 1.0

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