This privacy notice outlines how we handle your personal information in our online business surveys.
On this page
- About us
- Where we get personal information from
- Why we process your personal information
- What we do with your personal information
- How long we keep your personal information
- Who we share your personal information with
- Your rights
- What if I'm unhappy with how you’ve handled my information?
- Changes to privacy notice
The Financial Ombudsman Service is the data controller for any personal information that we process unless we state otherwise. If you wish to contact us, you can find details here.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
0300 123 9 123 or 0800 023 4 567
Where we get personal information from
This notice applies to the personal information that we handle in our business and case handler surveys. We invite businesses to participate in surveys where you have agreed to be contacted in line with our business privacy notice and declaration.
Why we process your personal information
Personal information means information that is about you – for example, your name, email address and job description. We process (e.g. collect, record, share) your personal information to collect feedback from businesses and case handlers on their experience of using the service. We use that feedback to help improve the way we work.
We may also contact you for additional feedback about your experience with the service – but only if you give your consent.
What we do with your personal information
Any feedback you give within this survey will be treated as confidential. The answers you provide, including those in free text boxes may be shared with relevant employees to assist in improving the service that we provide.
Providing answers to any of the questions on the survey is voluntary, but the more information that you are willing to provide, the better we will be able to make improvements to the service and ensure that the service can be accessed equally by everyone.
Most information that you provide will be anonymised and aggregated before being shared more widely. We remove any personal data from publications that we share or make public.
How long we keep your personal information
We keep your personal information only for as long as we need to. We will retain your personal information on our systems in accordance with our retention schedule for six years from the date of the survey. After this period we will securely destroy your personal information.
Who we share your personal information with
We take appropriate steps to safeguard your data.
The information collected is held in our case handling system, hosted by Microsoft, who process your personal information on our behalf.
Microsoft is required to keep your personal data safe and secure. They have agreed to treat the information confidentially and are not permitted to use your information for their own purposes.
Neither we nor Microsoft store any data outside of the UK or European Economic Area (EEA).
A link to Microsoft’s privacy notice can be found at: https://www.microsoft.com/en-gb/trust-center/privacy
Cookies are used to store information on your device to ensure the correct operation of the software. See Microsoft link for information on cookies: https://docs.microsoft.com/en-us/dynamics365/customer-voice/cookies
Our main legal basis for processing your personal information here is legitimate interests.
You have a number of rights under data protection laws which we have set out below. These rights don’t always apply and sometimes there are exemptions we can and might apply:
Right to access – you have the right to ask us for a copy of your personal information.
Right to rectification – you have the right to ask us to correct personal information that you think is wrong and to complete personal information that you think is incomplete.
Right to erasure – you have the right to ask us to erase your personal information.
Right to restriction of processing – you have the right to ask us to restrict the processing of your personal information.
Right to data portability – you have the right to ask that we transfer the information you have given us to another organisation or to give it to you.
Normally, you won’t have to pay anything to exercise these rights and we will have one month to respond to you. If you wish to make a request, please contact us at [email protected].
What if I'm unhappy with how you’ve handled my information?
Our data protection officer (DPO) is Michelle Goddard. You can also contact our DPO at [email protected]. Michelle or a colleague on her behalf will help deal with your concern.
If you’re unhappy with our response, you can contact the Information Commissioner's Office at www.ico.org.uk, [email protected] or on 01625 545 745.
Changes to privacy notice
We keep this privacy notice under regular review to ensure it is up to date and accurate.