Consumer Information

The aim of this Consumer Information document is to set out how IVA Watch Limited trading as Watch Portfolio Management (which hereafter may be referred to as ‘WPM’, ‘IVAW’, ‘we’, ‘our’, or ‘us’) will deal with consumers and is provided for your information.  We strive to ensure that our service is thorough and transparent, and this Consumer Information 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.

Your agreement to this Consumer Information does not affect your statutory rights.

Content

Our statutory status
Our service
Debt administration
Providing credit information services
Data protection
Fraud prevention & detection
Compliant handling procedure
Changes to our consumer information
Governing law and language applicable
Our contact details
Normal hours of business

Our statutory status

IVA Watch Ltd 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 https://register.fca.org.uk or by contacting them on 0800 111 6768.

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

Our service

IVA Watch Ltd trading as Watch Portfolio Management provides the regulated activities of Debt administration and Providing credit information services.  IVAW are a ‘creditor agent’ acting on behalf of certain banks, building societies, asset management companies, and debt purchasers (our clients) to manage their portfolios of personal insolvency and debt repayment plans.

Debt administration

We review Individual Voluntary Arrangement (IVA), Bankruptcy, Trust Deed (TD) and sequestration proposals sent by Insolvency Practitioners, and we vote on behalf of creditors which we represent.  We also manage other documentation during the life of the IVA or TD until the arrangement ends*.

Providing credit information services

As part of our service for one of our clients, we also arrange updates to credit files with the Credit Reference Agencies.  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 credit file information to the individual.

We do not provide consumers with financial advice.

* We perform a similar service for some clients in relation to their customers in the Republic of Ireland proposing for a Personal Insolvency Agreement (PIA), a Debt Settlement Arrangement (DSA) or a Debt Relief Notice (DRN).  That service is not a regulated activity defined by the Central Bank of Ireland.

Data protection

For information relating to data protection and your rights, please refer to our Privacy Notice on our website.

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.

Complaint handling procedure

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 Watch Portfolio Management, Lagan House, Sackville Street, Lisburn, County Antrim, BT27 4AB in writing, or by phone on 028 9260 0700, or by email at help@watchpm.com.

IVAW will acknowledge in writing all complaints within 5 business days of receipt (unless the complaint has been resolved to your satisfaction by the close of business on the third business day following the day on which we received it).  The complaint will be fully investigated and a full response in writing will be provided to you within 8 weeks of receipt.

If you are not satisfied with our response, or if 8 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 Services is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK.

Changes to our consumer information

Information printed in this Consumer Information document is correct at time of going to press.   We may, amend this information 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 to these terms and conditions.   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 consumer information and any communications relating to them will be in English.

Our contact details

ADDRESS:
IVA WATCH LTD t/as
WATCH PORTFOLIO MANAGEMENT
Units 3 & 4, Lagan House
Sackville Street
Lisburn
County Antrim
Northern Ireland
BT27 4AB

TELEPHONE: 028 9260 0700

E-MAIL: You may also contact us at: help@watchpm.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.

Normal hours of business

Monday                                               9:00am to 5:00pm

Tuesday                                               9:00am to 5:00pm

Wednesday                                          9:00am to 5:00pm

Thursday                                             9:00am to 5:00pm

Friday                                                  9:00am to 5:00pm

Saturday                                                              Closed

Sunday                                                                 Closed

Holiday closures

New Year’s Day
Good Friday
Easter Monday
May Day
May Spring Bank Holiday
NI July Public Holiday (12th July)
End of August Bank Holiday
Christmas Eve
Christmas Day
Boxing Day
New Year’s Eve

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