We encourage you to read this policy thoroughly. To make it easier, we’ve broken it up into bite-size chunks and some longer sections. If you want to know more about these sections, just click on the ‘Learn more’ link at the end of each summary.
The Experian group of companies has its corporate HQ in Dublin, Ireland, and its operational HQs in Costa Mesa, California and Nottingham, UK. You can find out more about the Experian group on our website at www.experianplc.com.
Experian is responsible for processing the personal information you provide to us on this website: www.edq.com/uk (and is registered with the Information Commissioners Office in the UK).
We will need to ask you for certain personal information to give you the best possible experience when you engage with us (via our websites or otherwise) and when you use our products and services.
Click below to see what types of personal information we will ask for or collect.
When you enquire about Experian Services from this website we will ask you to provide some contact information. Contact information may include some or all of the following: first name, surname, landline phone number, mobile phone number, job title, business email address, organisation, size of business, industry, job function, job level.
Where the Services you select on our website carry a cost, we will ask you to provide some payment information. Payment information may include some or all of the following: credit card, and debit card.
The device, screen resolution and browser data is collected automatically by Google, and we use it to optimise our web pages for different users and screen sizes - your data is anonymised and cannot be used you identify you as an individual. We also collect IP address in our web logs to help protect the services we provide to you – this information is used to identify suspicious or spam activity. Only Experian staff have access to these web logs.
Finally, in certain Services and/or circumstances, we also collect (or you provide) other information: we collect data from LiveChat that includes records of conversations and offline queries to help us resolve customer service issues. This information can only be accessed by Experian staff and the 3rd party provider. The 3rd party provider has masking technology that prevents your financial information being visible.
We use your personal information in lots of ways to make our products and services as effective as possible.
Click below to see what we will use your personal information for:
To enable you to access our website and use our services
We will use your information to accept you as a new/returning customer and continue to provide you with our products and services. If you are a customer and attempting to access Experian services via EDQ.com, you will be prompted to enter you email address and password. EDQ.com will store this information to allow you to be recognised as a returning customer.
To process payments and collect arrears
We will use your information to process the payment/s you commit to when signing up to our services. This processing is undertaken by a 3rd party on behalf of Experian who will comply with all Experian security policies and will not retain your payment details once the payment has been processed.
To provide and improve customer support
We will use your information to be able to provide and improve the customer support we provide to you (e.g. when you have questions and send us a query via our website, via email address, contact us via email@example.com or via our LiveChat tool)
For reporting and Analytical purposes
We will use your information for reporting and analytical purposes (e.g. to analyse the type of content being requested by our customers), to enable us to improve our products and services, and to provide appropriate levels of support to our customers.
For marketing and market research
We will use your information for marketing and market research, such as if we think one of our products, services, or offers may interest you, or those of our third party partners, we or they may contact you about them by email, SMS, on the phone or through the post. All of our marketing communications will include the option to unsubscribe from us contacting you again.
Experian may select particular customers and invite them to be involved in market research. If you accept this invitation, we will use the feedback you give us to improve our products and services.
To maintain our records and other administrative purposes
We will use your information to ensure that we maintain comprehensive and up to date records of the ways we process your personal information and other operational activities and therefore we will use the information you provide for record-keeping, updates and general administrative purposes.
For complaint and dispute resolution
Whilst we will try to make sure that you are happy with the service we provide and do not feel the need to complain, if you do complain to us, we will use the information we have about you to help us manage your complaint and to bring it to a close.
To comply with the law
Like any other business, we are required to comply with many laws and regulations. We will, where necessary, use your information to the extent required to enable us to comply with these requirements
To administer prize draws, competitions, membership offers, surveys and other promotional activities
From time to time we will run prize draws, competitions, promotions and surveys and, where you agree, we will use the personal data you provide to us, to run such activities and to do what we agree to do as part of them.
For any automated decision making
Our automation tool ‘Eloqua’ will use automated decision making, based on profiling data, to ensure that we are targeting the right people. The personal data used for this purpose is as follows: First name, last name, job title, business email, organisational name, size of business, industry, job function, and job level.
To improve data accuracy and completeness
We will use personal data, that we collect from 3rd party sources, to cleanse/enhance client data. This ensures that the data they may hold about you is as accurate as possible.
For testing and analytical purposes
Data supplied by clients may be used for testing and quality assurance purposes to ensure that the data and services we provide are fit for purpose.’
In most cases, the information described above will be provided to us by you because you want to take services from us or engage with us and our use of your information will be governed by contract terms. Giving this information to us is therefore your choice. If you choose not to give all or some of it to us, this may affect our ability to provide the services you want, to you.
In the United Kingdom, we can also use personal information where the benefits of doing it are not outweighed by the interests or fundamental rights or freedoms of data subjects. The law calls this the “Legitimate Interests” condition for processing. E.G: helping to prevent and detect crime such as fraud and money laundering. Fraud and money laundering cost the British economy many billions of pounds every year. That cost is ultimately passed on to the public in the form of higher prices. By helping to avoid fraud such as identity theft, we help to stop this from happening.
Complying with/supporting compliance with legal and regulatory requirements
We must comply with various legal and regulatory requirements. Additionally, the services we provide help other organisations to comply with their own legal and regulatory obligations. For example, Experian is regulated by the Financial Conduct Authority.
Click below to find out more about which of the above legal grounds we rely on when processing your information:
To enable you to access our website and use our services we rely on the legal baiss of legitmate interest
The data we collect is required to provide you with a customised content based on your experience with our website as either a new or returning visitor.
To provide high-quality service and improve customer support, we rely on the legal basis of legitimate interest
We collect your personal information via website forms and LiveChat survey so we can contact you via email and phone to ensure you receive a high level of customer service.
For reporting and Analytical purposes, we reply on the legal basis of legitimate interest
This will enable us to improve our products and services, and to provide appropriate levels of support to our customers.
For marketing and market research we rely on the legal basis of legitimate interest
In order to improve the services we offer, we may select particular customers and invite them to be involved in market research. If you accept this invitation, we will use the feedback you give to improve our website, products and services.
To maintain our records and other administrative purposes we rely on the legal basis of legitimate interest
Like any business, we need to ensure that we maintain comprehensive and up to date records of the ways we process your personal information and other operational activities and therefore we will use the information you provide for record-keeping, updates and general administrative purposes.
For complaint and Dispute Resolution we rely on the legal basis legitimate interest
Whilst we will try to make sure that you are happy with the service we provide and do not feel the need to complaint, if you do complain to us, we will use the information we have about you to help us manage your complaint and to bring it to a close.
To comply with the law, we rely on the legal basis of ‘Processing is necessary for compliance with a legal obligation’
To administer any prize draws, competitions, membership offers, surveys and other promotional activities we rely on the legal basis of consent
We will not contact you unless you have previously opted-in to these types of communications.
For any automated decision making we rely on the legal basis of legitimate interest
We will use automated decision making, based on profiled data, to make sure we are targeting the right people
To improve data accuracy and completeness we rely on the legal basis of legitimate interest
It is in the best interest of you and our clients to make sure any data held about you is accurate and up to date.
For testing and analytical purposes, we rely on the legal basis of legitimate interest
It is in the legitimate interest of our business to ensure that all products and services are working as expected.
We share your personal information only with those persons who need to handle it so we can provide the Experian products and services you’ve signed up to. We also share it with companies within the Experian group who manage some parts of the services for us; with suppliers who provide services to us which require access to your personal information only; and with resellers, distributors and agents involved in delivering the services we provide where necessary for them to do so.
Lastly, we may also provide your personal information to fraud prevention agencies. This is to protect the Experian group of companies and our customers, to keep our systems secure, or where it’s necessary to protect either yours or our best interests.
Click below to find out more about who and why we share your information with others.
1. Group companies
As a member of the Experian group of companies, we can benefit from the large IT infrastructure and expertise that exists within our business. This means that the personal data you provide to us may be accessed by members of our group of companies for support and administrative purposes.
We use a number of service providers to support our business and these service providers may have access to our systems in order to provide services to us and/or to you on our behalf.
3. Resellers, distributors and agents
We sometimes use organisations to help provide our products services to clients and customers. Personal information may be provided to them in connection with this purpose.
4. Fraud prevention agencies
We will check your details with the records we hold and share with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, we will record this and details will be passed to the other fraud prevention agencies. Law enforcement agencies may access and use this information.
We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:
Please contact us at Experian Ltd, PO Box 8000, Nottingham, NG80 7WF if you want to receive details of the fraud prevention agencies.
We and other organisations may access and use the information recorded by fraud prevention agencies from other countries.
5. Public bodies, law enforcement and regulators
The police and other law enforcement agencies, as well as public bodies such as local and central authorities can sometimes request personal information. This may be for the purposes of preventing or detecting crime, apprehending or prosecuting offenders, assessing or collecting tax, investigating complaints or assessing how well a particular industry sector is working.
You can obtain a copy of the information we hold about you. See section 'Your rights to how we use your personal information' for further information on how you can do this.
Experian is based in the UK, which is where our main databases are. We also operate elsewhere in and outside the European Economic Area, so we may access your personal information from and transfer it to these locations as well. Don’t worry though, any personal information we access from or transfer to these locations is protected by European data protection standards.
Click below to find out more about where we send your information and how it is protected.
While countries in the European Economic Area all ensure rigorous data protection laws, there are parts of the world that may not be quite so rigorous and don’t provide the same quality of legal protection when it comes to your personal information.
To make sure we keep your personal information safe, we apply strict safeguards when transferring it overseas. For example:
Still want to know more about the safeguards we use to protect your personal information overseas? Feel free to contact our Data Protection Officer at UK.DPOBusinessEnquiries@Experian.com
If our right to process or share your personal information is based on the fact that you’ve given us consent, you have the right to withdraw that consent at any time by contacting us at firstname.lastname@example.org
You can also ask for access to the personal information we hold about you and request that we correct any mistakes, restrict or stop processing or delete it. We will assess your request and subject to legal or overriding requirements to keep it we will act on your request, but please note that this does not mean that we will delete negative information about you if it is confirmed to be correct. If that is the case, we will explain why. To request a copy of the personal information we hold about you, please follow this link https://www.experian.co.uk/consumer/data-access.
In certain circumstances (e.g. where you provide your information to us (a) with consent to process it or (b) where the processing is necessary for the performance of our contract with you) you can require that we provide the information we hold about you either to you or a third party in a commonly used format. This only applies if we are processing it using automation only. We will try to ensure that we deliver the best levels of customer service but if you think we are falling short of that commitment, please let us know by contacting our Data Protection Officer at UK.DPOBusinessEnquiries@Experian.com
We will try to ensure that we deliver the best levels of customer service but if you think we are falling short of that commitment, please let us know by contacting our Customer Support Team at https://www.edq.com/uk/contact-us/ . You may also see our full complaints handling procedure and how to make a complaint..
If we cannot resolve things under that procedure, then you may have the right to refer your complaint, free of charge, to the Financial Ombudsman Service. The contact details for the Financial Ombudsman Service are: Telephone: 0300 123 9 123, or from outside the UK +44 20 7964 1000 E: email@example.com W: www.financial-ombudsman.org.uk Financial Ombudsman Service Exchange Tower London E14 9SR
You also have the right to contact the Information Commissioner’s Office (ICO), the supervisory authority that regulates the handling of personal information in the UK. You can contact them by:
1. Going to their website at https://ico.org.uk/
2. Phone on 0303 123 1113
3. Post to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF
You may also have the option to register your complaint using the European Commission Online Dispute Resolution (ODR) platform. This is a web-based platform that is designed to help consumers who have bought goods or services online to deal with issues arising from their purchase.
Online privacy and security is the most important aspect of any customer service and we take it extremely seriously. We use a variety of the latest technologies and procedures to protect your personal information from unauthorised access, destruction, use or disclosure.
Experian have a comprehensive Global Security Policy based on internationally recognised standards of security (known as ISO27001 standard) and holds ISO27001 certification in the key areas of Global Security Admin team who are responsible for administering logical access to systems and in the Data Centre.
Experian has a dedicated Cyber Security Investigations team who safeguard Experian’s key assets such as its systems and storage facilities. This team, identify and effectively manage any security developments that may threaten Experian's people, process, or technology through intervention and the thorough investigation of security incidents. Experian holds Cyber Essentials Certification and performs risk assessments against our critical and external facing applications annually.
Experian is annually audited by an External QSA (Qualified Security Assessor) from Trustwave and have successfully maintained compliance since 2010.
When submitting personal information through www.edq.com/uk (see section ‘What information we collect’), we will only collect information necessary to facilitate your request or the service you have signed up to. Where a specific time period is not stated, we will retain this information for as long as it takes to ensure the adequate delivery of the products or services you have signed up for, or for the request(s) you have made. We may also keep your information to comply with our legal obligations, resolve any disputes and enforce our rights.
Where we capture your consent to receive marketing communications we will store this consent information (Date, source etc.) for a period of two years. You can remove this consent at any time via our preference portal.
Contact information such as names, email addresses, phone numbers and addresses are kept long enough to be able to respond to your enquiries. All contact information will be deleted after two months.
Payment information such as card and bank details are not retained by Experian.
Device information such as how you connect to the internet and screen resolution are kept while there is a continuing need to retain it.
Other information we collect, such as data we data from LiveChat, or source and medium (general category of the source) UTM parameters, will only be retained for as long as you continue to use our services.
In all of these cases, our need to use your personal information will be reassessed on a regular basis, and information which is no longer required for any purposes will be disposed of.
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