IMPORTANT LEGAL NOTICE

Consumer Information

STATEMENT — CONSUMER INFORMATION

For UK Customers

The aim of this Consumer Information is to set out how IVA Watch Limited trading as Watch Portfolio Management (hereafter referred to as ‘IVAW’, ‘we’, ‘our’ or ‘us’) will deal with customers and is provided for your information. We strive to ensure that our service is thorough and transparent, and the information on this page may be referred to if we need to resolve any complaints.

Should you have any queries in connection with the contents of the Consumer Information, please contact us. The terms set out below do not affect your statutory rights.

OUR SERVICE

IVA Watch Ltd trading as Watch Portfolio Management provides the regulated activities of Debt Administration and Providing credit information services. We do not provide consumers with financial advice.

OUR STATUTORY STATUS

Financial Conduct Authority

IVA Watch Limited trading as Watch Portfolio Management is authorised and regulated by the Financial Conduct Authority. Our Firm’s Reference Number is 709417 and details of our registration with the FCA can be found on the Financial Services Register at http://register.fca.org.uk or by contacting them on 0800 111 6768.

We are registered in Northern Ireland: N.I.613679. Our Registered Office is: Units 3 & 4, Lagan House, Sackville Street, Lisburn, County Antrim, BT27 4AB.

COMPLAINT HANDLING PROCEDURE

IVA Watch Ltd t/as Watch Portfolio Management are committed to providing a first class service to our customers. You can help us to do this by letting us know if you are unhappy with our service for any reason or have any cause for complaint. We will do our best to put things right and improve the service we provide.

Please contact our Complaints Officer, Mrs Sandra Deane in the first instance at IVA Watch Ltd t/as Watch Portfolio Management, Lagan House, 1 Sackville Street, Lisburn, County Antrim, BT27 4AB in writing, or by phone on 028 9260 0700, or by email to help@watchportfoliomanagement.com.

Unless the complaint has been resolved to your satisfaction by the end of the 3rd working day after we receive the complaint, we will acknowledge your complaint in writing within 5 business days of receipt, and we will investigate your complaint and provide you with a full response within 8 weeks of receipt.

If you are not satisfied with our response, or if eight weeks have passed since you first raised the matter with us, you may refer the matter to the Financial Ombudsman Service –http://www.financial-ombudsman.org.uk. Their address is – The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK.

CONFIDENTIALITY

Certain consumer details will be held by IVAW and we will treat all personal information as private and confidential to us and anyone else involved in our dealings with you, even when you are no longer a customer. We will only use and disclose the information we have about you in the normal course of processing business. This may involve passing information to other parties involved in legal proceedings. We will not disclose any personal information about you to any other parties, except:

  • When you ask us to, or give us permission; or
  • If we have to because we are regulated by the Financial Conduct Authority; or
  • If we have to by law; or
  • In order to prevent and detect fraud (see below).

FRAUD PREVENTION & DETECTION

In order to prevent and detect fraud, we may at any time:

  • Share information about you with other organisations and public bodies including the Police;
  • Check and /or file your details with fraud prevention agencies and databases, and if you provide false or inaccurate information and we suspect fraud, we will record this.

We and other organisations may also search these agencies and databases to:

  • Help make decisions about the provision and administration of credit and related services for you and members of your household;
  • Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts;
  • Check your identity to prevent money laundering, unless you provide other satisfactory proof of identity;
  • Undertake credit searches and additional fraud searches.

DATA PROTECTION

IVA Watch Ltd t/as Watch Portfolio Management is a Data Controller as defined in the Data Protection Acts 1998 and 2003. Our Data Protection Registration Number is Z3499105.

We will collect personal details that are relevant only to the service that we are providing at that time and we will take great care with the information provided, taking necessary steps to keep it secure and to ensure it is only used for legitimate purposes. You may be required to provide IVAW with sensitive personal data e.g. information relating to your physical or mental health. IVAW is committed to protecting the privacy of Sensitive Data and will only use Sensitive Data in a manner consistent with this Data Protection & Privacy Policy. The processing of information applies to both our online and offline work practices. Your data will not be passed on to third parties for the purposes of direct marketing.

You have the right of access to, and the right to rectify, the data concerning you held by IVAW.

If you would like a permanent copy of the data which you believe IVAW holds on you then a subject access request can be made by writing to us. A fee of £10 is chargeable under the terms of the Data Protection Act. You will need to provide adequate identification before your request is processed. Once this has been received, we will provide a response within 40 calendar days.

On the limited occasions where we provide credit information services in checking and, where appropriate, requesting an update of an individual’s credit file, we are not able to remove negative but accurate information from an individual’s credit file. In response to such requests, credit reference agencies will usually not respond to us and will only send customers’ credit files to the customer.

If you have any queries, please contact us.

Further information on your data privacy rights is available on the website of the Data Protection Commissioner.

CHANGES TO OUR CONSUMER INFORMATION SECTION

Information printed in this section is correct at time of going to press. We may, however, amend these terms from time to time.

GOVERNING LAW AND LANGUAGE APPLICABLE

In the absence of an agreement to the contrary, the law of England and Wales will apply.

If you reside in Scotland, Northern Ireland, the Channel Islands or the Isle of Man, the law applicable to that appropriate country will apply.

The language used in this document and any communications relating to them will be in English.

NORMAL HOURS OF BUSINESS

Monday – Friday 9:00AM – 5:00PM
Please note this office will be closed during UK Bank Holidays

CONTACTING US

By POST

IVA WATCH LTD t/a WATCH PORTFOLIO MANAGEMENT
Lagan House
1 Sackville Street
Lisburn
County Antrim
Northern Ireland
BT27 4AB

By TELEPHONE

028 9260 0700

By EMAIL

You may also contact us at: help@watchportfoliomanagement.com.

We regularly review our email in-box during our normal office opening hours; however emails requesting action cannot be assumed to be actioned /completed unless we confirm same.