Privacy Policy

1. Who are we?
2. How we may contact you as part of your request for help
3. How you contact us
4. How we keep you informed
5. Obtaining personal data/information
6. Customer communication
7. What Personal Data do we collect?
8. How do we use your Personal Data?
9. Who do we share your Personal Data with?
10. Legitimate Interest
11. Who might our trusted third party debt solution providers share your Personal Data with?
12. What cookies do we use?
13. how secure is Our Site and what steps do we take to keep your Personal Data safe?
14. Rights of access to your Personal Data
15. How long will we retain your Personal Data for?
16. Your right to opt out of future contact from us
17. Your right to be forgotten / erase your Personal Data
18. Make a complaint?

1. Who are we?
​​ (We/Us/Our) understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website,“Our Site”) and will only collect and use personal data in ways that are described here, and in a manner that is consistent with Our obligations and your rights under the law.

Please read this Privacy Policy carefully and ensure that you understand it. Your acceptance of Our Privacy Policy is deemed to occur upon your first use of Our Site. If you do not accept and agree with this Privacy Policy, you must stop using Our Site immediately.

Zero Debts are aware how important your privacy is, based on this we have implemented measures which will ensure any Personal Data that is obtained from you by visiting our website will be processed and maintained in line with accepted principals of good information handling and in accordance with the General Data Protection Regulations (GDPR). Contained within this statement and set out below are details of the type of information that we at Zero Debts my hold about you our customer, also how we obtain and process any information we may have and importantly how we protect your privacy.
This privacy policy is only applicable to us and Personal Data which may be collected and obtained by us. Zero Debts  may choose to amend the content of this privacy policy on occasion. If this occurs then we will update the policy and the revised policy will be posted on Our Site and may be transmitted to you via email for your records.

2. How we may contact you as part of your debt help application

We, and our trusted third parties will keep you informed with the progress of your application. Unless you state otherwise you may be contacted via telephone, email, post, SMS and automated message - (see further section about 'How we keep you informed').

In this privacy policy “personal data” means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation (“GDPR”).

Basis for collecting your Personal Data:
We process your personal data on different basis, according to the reason for which you have provided your data to us. When you are browsing the website, we process your data on the basis that you have given consent to such processing by accessing the website (non-sensitive information, for example, IP address). When you have submitted your details within our form(s) to receive debt advice from one of our Trusted third parties, we process the personal data you have submitted to us on the basis that you have provided us with legitimate interest in processing your data (i.e. to put you in contact with a debt adviser whom may offer you their advice).

If you change your mind about agreeing to us processing your personal data,
you can withdraw your consent to us, processing your personal data for marketing purposes at any time by clicking the 'unsubscribe' option in any marketing SMS, email we or any adviser send to you. Alternatively, you can withdraw your consent by contacting us via the stated details in our How you "contact us" section.

3. How you contact us

If you are required to telephone us using the specified telephone number(s) on our website  on the 'Contact' page, and marketing / advertising correspondence then your call may be recorded for training, quality control and regulatory purposes. We pride ourselves in complete customer care and this gives us the opportunity to continuously improve and monitor our customer experience.

4. How we keep you informed

We may want to make contact with you at some point in order to keep you informed regarding services which we think you may find of interest, this contact will be made via telephone, email, SMS automated messages. Third parties may also wish to contact you using the personal data which you have give us consent  to share with our trusted third parties.  Our trusted third parties may pass your details onto another company listed within our section 9. Who do we share your Personal Data with? In this Privacy Policy, who may be able to provide you with useful services.

5. Obtaining your personal data/information

1. You are free to access and browse Our Site at your convenience and do not have to provide any Personal Data / data, however I would like to refer you to the 'cookies' section set out within this privacy policy.

2. The Personal Data / data that we would normally collect from you is as follows:

  • Name
  • Country 
  • Value of debt
  • Number of creditors
  • Employment status
  • How much you could afford to pay creditors
  • Mobile number
  • Email address
  • Electronic identifiers such as your IP address

If you register with us and have a question about our services, you can contact us using the details on our website 'Contact page or alternatively  send an email to

6. Customer communication

Unless the customer states otherwise we will contact the customer via means of telephone, SMS and email to provide information and alerts relating to our services and our associate companies. We may also receive Personal Data/data from third parties, which enables us to offer identified potential customers products, and services who may have expressed interest in our products & services. Any information/data obtained from third parties is checked in regards to accuracy and we will endeavour to check your information with you on occasion. 

Ensuring your personal details and, or preferences are kept up to date.

It is your responsibility to ensure that any information we have on record for you is kept up to date and correct. If you do require any of your information to be updated then please contact us as soon as possible as we can ensure it is corrected.

If you require your preferences to be updated then please contact our compliance manager as soon as possible.

7. What Personal Data do we collect?

We collect Personal Data about you when you give this to us when applying for debt solution information. In the course of providing the services to you, we may also store information about how you use Our Sites, for example, the pages viewed, the website from which you came from to visit Our Site(s), changes you make to information you supply to us and details contained within your application.

In order to provide you with debt information the third party who will service your enquiry, may need to collect Personal Data which data protection legislation defines as sensitive, such as medical history or criminal convictions. By proceeding with obtaining debt information from our selected trusted third parties, you give your explicit consent to such information being processed by us and our third-party providers for the purposes stated in this privacy policy.

We will store the information you provide and may use it to pre-populate fields in the sites and to make it easier for you to use the sites when making return visits.

We may monitor or record your calls, emails, sms or other communications but we will do so in accordance with data protection legislation and other applicable law. Monitoring or recording will always be for business purposes, such as quality control and training, to prevent unauthorised use of our telecommunication systems and sites, to ensure effective systems operation, to meet and legal obligation and/ or to prevent or detect crime.

We periodically review your Personal Data to ensure that we do not keep it for linger than is permitted by law.

8. How do we use your Personal Data?

We may use your Personal Data:  
a. to enable you to access and use the services
b. to personalise and improve aspects of our services;
c. for research, such as analysing market trends and customer demographics;
d. to communicate with you, including some or all of the following:

i. sending you information about products and services which we think may be of interest to you - this may include new product launches, debt solutions (such as debt management plans and individual voluntary arrangements), newsletters and opportunities to participate in market research;

ii. in order to provide this service to you, we may also send your Personal Data to the Debt Counselling Firms and Insolvency practitioners that we work with. When We do this, Our trusted third parties may carry out a credit check on you, but only with your permission (see section 9 Who we share information with? below for further information on the type of checks that may be undertaken);

e. to process an application between you and a third party such as a debt solutions provider;
f. to match the your Personal Data we have from you with infomation from other sources - we may validate and analyse your information and, in some cases, match it against information that has been collected by a third party to ensure that the information we hold about you is as accurate, consistent and as well organised as possible. As well as ensuring that any marketing material that we send you is appropriate to your needs, this process also ensures that our services continue to be as personalised and focused as possible;
g. to potentially pass on your data to third parties for marketing purposes where you have provided Us with consented to do so.

9. Who do we share your Personal Data with?

When you complete an application, you consent to us disclosing your Personal Data to the following types of companies:
FCA Authorised Debt Counselling Firm (Our Principal)
Insolvency practitioners
Insolvency firms
Debt counselling / advice firms
Compliance Consultants

If we reasonably believe false or inaccurate information has been provided and fraud is suspected, details may be passed to fraud prevention agencies to prevent fraud and money laundering.

10. Legitimate Interest

Where we use legitimate interest for the basis of our processing of your personal data we shall ensure that we can demonstrate compelling legitimate grounds for the processing, which override the interests, rights and freedoms of the individual. You have the right to object to our use of your personal data where we use legitimate interest as the basis of processing. You can do this by contacting us on the details in the CONTACTING US section. Our legitimate interests include: a) the maintenance of our IT/Data Security systems and processes; b) putting in place fraud prevention mechanisms; c) keeping our records up to date; e) working out which of our products and services may interest you and telling you about them (i.e. direct marketing); d) developing products and services; e) being efficient about how we fulfil our legal duties; f) maintaining a marketing suppression list; and g) complying with laws/regulations that apply to us. h) where you have made an enquiry about our services

11. Who might our trusted third party debt solution providers share your Personal Data with?

Some of our providers will use your Personal Data to access your circumstances and verify the information that you have provided before providing a quote to you. Some providers may carry out checks with fraud prevention and credit reference agencies. Both public data (e.g electoral roll) and sensitive personal data (e.g. your personal credit history) may be checked in this way.

12. What cookies do we use?

A cookie is a very small text file placed on your computer or device. Cookies help us too:

1. understand browsing habits on the site(s)
2. understand the number of visitors to Our Sites and the pages visited; and
3. remember you when you return to Our Sites so we can provide you with access to previously saves quotes.

Most cookies are deleted as soon as you close your browser or mobile application, these are known as session cookies. Others, known as persistent cookies, are stored on your computer or device either until you delete them, or they expire.
You can choose to block or delete cookies though your browser settings. If you decide to block or delete our cookies, you will not be able to benefit from the full range of services and this may affect the performance of Our Site. For more information on cookies we use, please see  our Cookie Policy.

13. How secure is Our Site and what steps do we take to keep Personal Data safe?

Our sites are secured with HTTPS secured socket layer technology and keeping information about you secure is very important to us. However, no data transmission over the internet can be guaranteed to be totally secure. Sensitive information. for example, your card details. is encrypted to minimise the risk of interception during transit.

We do our best to keep the information you disclose to us secure. However. we can't guarantee or warrant the security of any information which you send to us. and you do so at your own risk. By using Our Sites you accept the inherent risks of providing information online and will not hold us responsible for any breach of security.


All our customer data is sorted and accessed from our servers in the European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein).

15. Rights of Access To Your Personal Data

You have certain rights under GDPR. For example, we will always let you have a copy of the Personal Data we hold about you, if you request it from us in writing.
To make enquiries and, or exercise any of your rights set out in the Privacy Policy please contact our team using the contact details on the 'Contact' page of our website.
In order to ensure the services we provide you continue to meet your needs we may ask you for feedback on your experience of using the site(s). Any feedback you provide will only be used as part of our programme of continuous improvement and will not be published on the sites.
Please note that it is your responsibility to check and ensure that all information, content, material or data you provide the site is correct, complete, accurate and not misleading and that you disclose all relevant facts.
You have the right to have inaccurate personal data rectified, you can also request to have incomplete personal data completed (right to rectification).
We will process your request within one month from date of receipt. If you wish to make any changes, please contact our team at

16. How long will we retain your Personal Data?

We will keep your data for only as long as we need this to provide our service to you or longer where we are required to do you by the law or our regulator. The general rules that apply to our data retention are as follows: Where you have contacted us, but we have given no advice and made no referral to a third-party organisation then 12 months. Where you have contacted us, we have given no advice but have made no referral to a third-party organisation then 3 years. If we have given you advice, then we shall retain your personal data for 6 years ending the date that you entered into the debt solution recommend by us.
The amount of time we retain your Personal Data will depend on the reason it was provided:

  • If you request to opt out of marketing, we will need to retain your information in order to evidence your preference.
  • We will need to retain, for a minimum period of 6-years, any information relating to applications you have entered into our website. This period will commence once your relationship with us has ended. We need to keep information for this length of time to assist with any potential future complaints.
  • Your information/data will not be used for marketing purposes once 12-months has passed following your application.

17. Your right to opt out of future contact from us

You can opt out of future contact from us at any time. All of our marketing messages provide an opt out link - please allow up to 48-hours for us to process you opt out request.

18. Your right to be forgotten / erasure of your Personal Data

Under GDPR all individuals have a right to request the deletion or removal of personal data under the following circumstances:

  • Where the personal data is no longer necessary in relation to the purpose for which it was originally collected/processed
  • When the individual withdraws consent
  • When the individual objects to the processing and there is no overriding legitimate interest for continuing the processing
  • The personal data was unlawfully processed
  • The personal data has to be erased in order to comply with a legal request
  • The personal data is processed in relation to the offer of information society services to a child.

There are some circumstances where the right to be forgotten does not apply, i.e. where we need to comply with legal obligations.
If you wish to exercise your right to be forgotten with us, please email

19. How to make a complaint

We will always aim to resolve a complaint as fairly and honestly , and as quickly as possible. Please contact using the details shown on the Contact page on our website.

We will acknowledge receipt of the complaint within 5-working days and hope to provide a final response within 4-weeks. We will write to you within that time frame if we feel we will be unable to provide a final response within that time period. In any event we will always respond in full to any complaint within 8-weeks.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone number: 0800 023 4 567 & 0300 123 9 123 Website: you want the Financial Ombudsman Service to look into your complaint, you can do so free of charge, but you must contact them within six months of the date of any final response issued. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.

LAST UPDATED 2nd Dec 2020.

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