We have updated this Privacy Policy on 14th August 2018, to set out your rights about the personal data we hold about you and how Charterhouse and any 3rd parties we engage with collect, handle and protect your personal data, and the choices you have about it. Charterhouse is committed to ensuring that your privacy is protected. Should we ask for certain information by which you can be identified, then you can be assured that it will only be used in accordance with this document.

Definitions and Interpretation

In this Policy the following terms shall have the following meanings:

“Data” means collectively all information that you submit to Charterhouse Claims via the Website. This definition shall, where applicable, incorporate the definitions provided in the Data Protection Act 1998;
“Charterhouse Claims” means Charterhouse Claims of CAPITAL BUSINESS CENTRE, 22 CARLTON ROAD, SOUTH CROYDON, CR2 0BS
“UK and EU Cookie Law” means the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended by the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011;
“User” means any third party that accesses the Website and is not employed by Charterhouse Claims Ltd and acting in the course of their employment; and
“Website” means the website that you are currently using (www.charterhouseclaims.co.uk) and any sub-domains of this site (e.g. www.charterhouseclaims.com) unless expressly excluded by their own terms and conditions.

Who are we

Charterhouse Claims,

Capital Business Centre,

22 Carlton Road,

South Croydon,

CR2 0BS.

Registered in England and Wales

Charterhouse Claims is authorised and regulated by the Financial Conduct Authority (FCA) for regulated claims management services. Our reference number is: 832999. You can check this on Financial Services Register at https://register.fca.org.uk)

ICO Number – Z2286357

VAT Number – 103574244

Data Protection Officer

If you have any questions about this policy, please contact us.

Data collection

The information collected is (but not limited to):

  • name
  • date of birth
  • gender
  • job title
  • profession
  • contact information such as email addresses, telephone numbers and physical address
  • demographic information such as post code, preferences and interests
  • IP address (automatically collected)
  • And any information that relates specifically to the service provided on the website

Data Transfers

Charterhouse Claims may transfer personal data to countries outside of the UK and/or EEA. Specifically, we use data processors based in South Africa.

If data is transferred outside of the EEA, Charterhouse Claims will put in place Standard Contractual Clauses with the Data Controller or Data Processor which contractually obliges them to protect your information to the same standard required by the General Data Protection Regulation and Data Protection Act 2018 post 31 December 2020.

Log data

When you use the Charterhouse website, we record your Internet Protocol (IP) which is automatically sent by your browser.


A cookie is a small text file that is downloaded onto ‘terminal equipment’ (e.g. a computer or smartphone) when the user accesses a website. It allows the website to recognise that user’s device and store some information about the user’s preferences or past actions.

We use cookies to obtain information about your preferences, online movements and use of the internet. We also use cookies carry out research and statistical analysis to help improve our content, products and services and to help us better understand our customer requirements and interests.

You can easily erase cookies from your computer or mobile device using your browser. For instructions on how to handle and delete cookies please look under “Help” in your browser.

How your personal data is used

In order to provide our services to you it is necessary to collect the information we do. This allows us to provide an interesting, relevant and personal experience. The information may be used to:-

  1. Maintain internal record keeping
  2. Improve the products and services offered to you
  3. Keep you up to date on Charterhouse activities, products and services
  4. Contact you for the provision of the service/s
  5. Answer questions and comments

In addition to the above, with your consent we will:-

  1. Send you promotional information about third parties which we think you may find interesting

How your personal information is shared

Some of the information you provide is shared with 3rd parties to comply with law or enable us to provide a service to you. We share information with:-

  1. Payment companies used to make payment to Charterhouse. The information shared is what is necessary for you to make the payment.
  2. If requested by law enforcement or government agencies to comply with the law.

Aquarium and Hu88le are third party providers used to help us provide the service we provide you.

Third party websites and services

Charterhouse Claims may, from time to time, employ the services of other parties for dealing with matters that may include, but are not limited to, payment processing, delivery of purchased items, search engine facilities, advertising and marketing.  The providers of such services have access to certain personal Data provided by Users of this Website.
Any data used by such parties is used only to the extent required by them to perform the services that Charterhouse Claims requests.  Any use for other purposes is strictly prohibited.  Furthermore, any Data that is processed by third parties shall be processed within the terms of this Policy.

Security and storage

We are committed to ensuring your data is secure. In order to prevent unauthorised access or disclosure, we have suitable physical, electronic and managerial procedures to safeguard and secure the information we collect.

Information and records relating to service users will be stored securely and will only be accessible to authorised personnel. We will hold your details for as long as you use our services, or as long regulations stipulate, whichever is the longer.

We may store the information we hold about you outside of your home country. The privacy policies and laws to access your information by law enforcement in these countries may be different to your home country. If data is transferred outside the European Economic Area (EEA) it is only to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission.

Your rights

You have options which you can apply in relation to the information we have about you, to do this please contact us. The options are explained below:-

  1. If you wish to access the information we hold about you, we’ll usually provide it within 30 days of receiving your request.
  2. You can ask us to stop using your information, please contact us to do this. If you wish to stop any emails/ texts we send, you may unsubscribe at any time.
  3. You can ask us to send the information we hold about you to another organisation, where it is technically possible to do.
  4. If you think we haven’t complied with the data protection laws, please let us at Charterhouse know in the first instance, to give us time to investigate or you can log a complaint to the ICO
  5. If you wish to update or delete the information we hold about you please contact us.


  • Upon your consent, Charterhouse may contact you via the following methods, by email and telephone promoting our products and services to you.
  • If you do not wish to receive emails or calls promoting our products and services, please unsubscribe If you wish to know more about how your data is handled, please click here.