For Existing Clients

Are you unable to make your payments?

Is this a long-term change or a short-term change?

  • If you will struggle to make your IVA payments and this is likely to be for the long term, such as a permanent reduction in income or increased expenditure, we will need to do a review of your income and expenditure to see what you can afford. We might need to ask your creditors if they will allow you to reduce your payments. Please contact us to activate your income and expenditure, you will also need to provide evidence of the change.
  • If you are going to struggle to make the next month or two’s payments due to unforeseen expenditure (eg washing machine repairs) please send us evidence and we may be able to grant you a payment holiday. Any payments missed will not count as arrears and will be added to the end of your IVA before it completes
Have you moved address?

Please provide us with your new address and we will update our records.

Have you been made redundant or lost your job?
  • If you have been made redundant, some of your redundancy payment may be due into your IVA. Please email/upload confirmation of your redundancy pay.
  • If you have lost your job, you need to contact us – we can help. We may need to do a review of your income and expenditure depending on your circumstances, as Supervisor we may be able to offer payment breaks or reduced payments. If you do need to complete a new income and expenditure, please include details of any benefits you will be claiming until you find alternative work, or if you have a new job lined up, details of your new salary.
Are you having a baby?

Congratulations! We know that having a baby, whether it’s your first, fourth or tenth is an exciting time. We also know there will be additional things you need to buy and changes to your income. We will need to do a review of your income and expenditure and find out about those essential purchases you’re your baby. Please email/upload details

Can you get a new car on hire purchase?

It is possible to get a new car on hire purchase, but the lender will want confirmation from your Supervisor before they lend you the money. Before we provide the confirmation to the lender we will need to make sure the payments for your car won’t impact your IVA payment. We will need to do a review of your income and expenditure and find out details of your proposed hire purchase – the car you will be getting, the monthly payment and length of agreement. We may need to ask for your creditors’ permission for this to proceed. Please email/upload these details.

Can you go to university and get student finance whilst you're in your IVA?

Yes, it is possible to attend university or take on a course to further your education or future job prospects. It is likely that you will need to obtain finance to pay for your fees and supplement your income whilst studying. It’s important that we know how you plan to manage your payments to your IVA during your study time, so we will need to complete a review of your income and expenditure. Please email/upload documents.

Creditors are still contacting me
  • It can take a few months after your IVA has been approved for creditors to update their records, so if your IVA has only recently been approved this is perfectly normal.
  • Creditors still need to send you annual statements, so you will still get these whilst you are in your IVA, but these are not demand for payments, so there is nothing to worry about, but if you are concerned you can send them on to us – please email/upload a picture.
I have another debt I forgot about

Please send us any paperwork you have about this debt – we will need to speak to this creditor and have them included in the IVA. Depending on the amount of debt missed out, we might need to speak to all of your creditors to make sure they are happy with it being included, but we will take care of that for you.

Which creditors are included in my IVA?

You will find a list of all creditors included in your IVA in your original proposal document or your most recent annual report.

 

How do I calculate my equity?

 

To work out how much equity you have, you will need to deduct your mortgage redemption figure and any secured loans from the valuation of your property. If you have more than £5,000 equity in your property, based on an 85% loan to value you will need to try and re-mortgage.

  • Example property valuation £100,000

  • Valuation at 85% loan to value £85,000

  • Less mortgage of £70,000

  • Equity = £15,000

  • As the equity is more than £5,000 you will need to try and re-mortgage. We can help you this this. Please email/upload your most recent mortgage statement.

 

Why do I need to re-mortgage?

The terms of your IVA state that in the final 6 months a review of your equity will take place and if there is over £5,000 equity based on an 85% loan to value, you will need to try and re-mortgage or if you can’t extend your IVA for 12 months instead.

Do I need to sell my house?

No, you don’t need to sell your house. Your IVA protects your property. The Supervisor will place a restriction on the Land Registry but that doesn’t give them the power to sell, it means that if your property is sold, they will be notified first. Once your IVA is finished the restriction will be removed.

I want to sell my house, what do I do?

If you are thinking about selling your property, some funds may be due into your IVA so it’s best to speak to your Supervisor to talk about your options and let you solicitor have our details so we can talk to them about it.

Do I still need to pay in PPI if my IVA is finished?

The case of Green v Wright confirmed that where a “Trust” is created when your IVA started or at a subsequent meeting of creditors, this is still in place after your IVA finishes so you do need to pay into your IVA estate any asset that was an asset at the time your IVA started, even if you didn’t know it was an asset (such as PPI redress) or didn’t receive any funds from the asset until after the IVA has closed. Unless your creditors have been paid in full (100p/£) then you will need to pay in any PPI redress received, even after your IVA has finished.

I am due a refund, when will I get it?
  • Depending on the terms of your IVA, you may be entitled to an element, known as statutory interest, of the redress awarded.
  • Given the high volume of PPI payments that claims management companies are dealing with and the corresponding volume that is then forwarded to Debt Movement for allocation to the correct account, the reconciliation process can take up to 90 days to complete, which may delay the processing of any refund due to you.
Where is my PPI money going?
  • Your PPI money will be used to discharge any outstanding fees and costs,  any costs of administering your IVA Trust (if your IVA has closed) and claims management company fees before being paid out to your creditors.
  • You may be entitled to an element, known as statutory interest, which will be paid to you once we have completed our reconciliation process
Who are First Dispute Management and why are they contacting me?

First Dispute Management Ltd are a firm of solicitors who specialise in recovering compensation for an insolvent estate. They have been instructed by your Supervisor to review any potential mis-selling claims

I want to make a payment

Pay here

I have arrears and want to make a payment

Pay here

When is my last payment?

Please contact us with your IVA reference and we will confirm when your last scheduled payment is due.

I need to set up a direct debit

Please call us on 0333 987 0000 to set up your direct debit

I am due a refund, when will I get it?
  • If your refund is in relation to PPI, given the high volume of PPI payments that claims management companies are dealing with and the corresponding volume that is then forwarded to Debt Movement for allocation to the correct account, the reconciliation process can take up to 90 days to complete, which may delay the processing of any refund due to you.
  • If your refund is in relation to a contribution or other payment, please call us on 0333 987 0000 for an update.
I am unable to make my payment this month

Is this a long term or short-term problem?

  • If you will struggle to make your IVA payments and this is likely to be for the long term, such as a permanent reduction in income or increased expenditure, we will need to do a review of your income and expenditure to see what you can afford. We might need to ask your creditors if they will allow you to reduce your payments. Please email/upload your income and expenditure together with evidence of the change.

  • If you will struggle to make the next month or two due to an unforeseen expenditure item (e.g. washing machine repair) please send us evidence and we can give you a payment holiday. Any payments missed will not count as arrears and will be added to the end of your IVA before it can complete.

I have missed some payments to my IVA and I don’t know what to do

It’s really important that you don’t ignore missed payments as we do have discretion available to assist our clients during difficult periods. There are several options available to address the arrears and we will work with you to find the right solution. If you believe that you will be unable to make either the full payment or part of the payment then we would ask that you contact us on 0333 987 0000 to discuss the circumstances with one of our advisors who will outline the options available to keep the IVA on track.

When will I get my final report?

We are working hard to finalise our administration of your IVA; your final report should be with you within 3 months of your last payment.

When is my last payment?

Please contact us with your IVA reference and we will confirm when your last scheduled payment is due.

Do I still need to pay in PPI if my IVA is finished?

The case of Green v Wright confirmed that where a “Trust” is created when your IVA started or at a subsequent meeting of creditors, this is still in place after your IVA finishes so you do need to pay into your IVA estate any asset that was an asset at the time your IVA started, even if you didn’t know it was an asset (such as PPI redress) or didn’t receive any funds from the asset until after the IVA has closed. Unless your creditors have been paid in full (100p/£) then you will need to pay in any PPI redress received, even after your IVA has finished.

I am on furlough and can’t make my payments

If you will struggle to make your IVA payments and this is likely to be for the long term, we will need to do a review of your income and expenditure to see what you can afford. We might need to ask your creditors if they will allow you to reduce your payments. Please email/upload your income and expenditure together with evidence of furlough and how long you are likely to be on furlough (if known).

I have lost my job

If you have lost your job, we can help. We will need to do a review of your income and expenditure. Please include details of any benefits you will be claiming until you find alternative work, or if you have a new job lined up, details of your new salary

I am not coping well

We are sorry to hear that you are not coping well.

If you are struggling with your payments, please get in touch with us on 0333 987 000, we can help.

If you are struggling and need someone to talk to, contact Samaritans / Mind

Can I apply for a Grant or Bounce Back Loan for my business whilst I’m in the IVA?

You can make an application for a grant or bounce back loan whilst in your IVA, but you will need to make sure you can make the repayments from your business when they become due as they cannot be added into your IVA.

I have come into some money – do I need to pay this into my IVA?

It is likely that the funds will be due to your IVA in full or to repay 100% of your debt plus costs of the arrangement. We would be required to complete a calculation to determine how much of the funds may be due and require you to send us confirmation of the windfall/inheritance. Once received, we will work out the amount due and confirm to you.

Can I retain some of the funds?

If the windfall/inheritance is less than £500 then the funds would not be due to your arrangement. If over £500, it is possible that all the funds may not be due to the arrangement depending on the amount that would be required to repay 100 pence in the pound. However, if all of the funds are due, it is possible to ask your creditors if you can retain a portion of the funds. This is done through a process called variation. In order to proceed with a variation, we will require an updated income and expenditure review and details of why you wish to retain funds so that we can prepare a new proposal for your creditors.

Why am I being asked to complete an income and expenditure review?

The term of an IVA is a long time and we all know that a lot can change so it is important that we ensure the IVA remains affordable during that time. It is also a requirement for the supervisor to increase contributions to the IVA if your circumstances improve (for example because you have changed jobs or received a promotion). An IVA also contains a clause that means that if you earn additional income such as overtime, bonus or commission then a portion of these funds may be due to the arrangement to improve the return to your creditors.

Why have you asked me to pay my overtime / bonus / commission to my IVA?

The terms of the IVA state if additional income is earned then a portion of it may be due. The clause allows you to earn up to 10% of your basic net salary before there would be a requirement to pay these funds to your IVA and of the amount that is due to the arrangement, this is only 50% of the funds over and above the 10% you can earn. For example, if your monthly take home pay is £2,000, you can earn up to £2,200 in a month. If, however, in a month you earned £2,500 then £150 would be due to your arrangement however you would also retain £150 as well as the 10%.

My payments increased but I cannot afford to pay this amount?

Any increase to your contributions will be based on all of the information you provided at your annual review. It is important that you set aside time to review your income and outgoings to ensure the figures are accurate and provide documentary evidence of any changes that have occurred in the last 12 months such as an increase in utilities. If your payments have increased and you believe you cannot afford to make them at this level, we will be required to re-review your income and expenditure details. Please contact us to have the Income and Expenditure review opened on your Docslink portal.

I don’t have access to submit my review online

If you are unable to submit the income and expenditure review online, we would ask that you prepare your income and expenditure and give us a call on 03339 870 000 where an advisor will take the figures from you and load the review with the appropriate team. Any supporting documents can be emailed or posted to us to enable the review to be completed.

I don’t have the supporting documents you have requested from me

There are a number of different documents you can provide to allow your review to be completed:

  1. Payslips – these can be obtained from your employer directly and in the current climate most companies make these available electronically so you can simply download a copy and upload to your Docslink portal
  2. Bank statements – with online banking, accessing your statements have never been easier. Simply download a copy of the appropriate statement and upload to your Docslink portal. Most banks hold 12 months statements or 200 transactions which will be readily available online and we only require your latest 3 months statements.
  3. Utility bills – if one of your household bills have changed they will be required to notify you in writing. You can simply take a photo of that bill and upload to your Docslink portal.
  4. Benefits – HMRC and DWP have moved a lot of their information online so it makes it easier to get details on your entitlement if you do not have a copy of the letter handy. Simply take a screenprint and upload to your Docslink portal
  5. Self employed – a copy of your latest accounts or projections for the year ahead will be sufficient.

 

In the absence of proof that an expense has changed, we may be unable to accept the change so it is important that you keep a record of this information however your bank statements should largely cover this requirement.

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  • Debt Movement PO Box 7900, Bilston, WV1 9TJ

Please note: All customer and creditor mail should be sent to Debt Movement PO Box 7900, Bilston, WV1 9TJ

Free and impartial advice is available at Money Helper (formerly Money Advice Service). Debt Movement administers Individual Voluntary Arrangements (IVAs) and whilst we do not administer any other debt solutions, we will advise of these and refer to an authorised third party if we are unable to assist with an IVA. There is no obligation to proceed with our recommendations. All financial solutions are subject to eligibility and acceptance and depending on your chosen solution, fees may be charged by the service provider – if this is the case Debt Movement will make you aware of any fees before you proceed. Upon successful referral of your case Debt Movement may receive a referral fee from the service provider.

Debt Movement UK Ltd is registered in England and Wales. Registered number: 11947348. Registered office: International House, 61 Mosley Street, Manchester, United Kingdom, M2 3HZ. Data Protection Number: ZA528025.

Adam Boys, Antoinette Thorpe, and Elaine Masters are licensed to act as Insolvency Practitioners in the UK by the Insolvency Practitioners Association.

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Privacy Notice

Complaints

Our Privacy Promise


At Debt Movement Limited (“Debt Movement”), we understand how important protecting your personal information is.

This privacy notice lets you know how we promise to look after your personal information, including what you tell us about yourself, what we learn by having you as a client, and the choices you give us about what marketing you want us to send you, and applies to you even if you decide not to go ahead with a service that we offer.

This notice explains how we do this, tells you about your privacy rights and how the law protects you, in accordance with the Data Protection Act 2018 and General Data Protection Regulation (GDPR).

In this privacy notice, “We” “Our”, “Us” and “They” is Debt Movement.
Debt Movement are an insolvency practice providing debt counselling, debt adjusting and credit information services. We propose and administer Individual Voluntary Arrangements (IVAs).

Our Insolvency Practitioners are licensed to act in the UK by the Insolvency Practitioners Association. Debt Movement is also an appointed representative of Dee Valley Finance Limited, who are authorised and regulated by the Financial Conduct authority. Our FCA registration number is 940843
Debt Movement is a “data controller” and as such we are responsible for how we hold and use personal information about you. Our Data Protection registration number is ZA528025.

We promise:

  • To keep your data safe and private.
  • Not to sell your data.
  • To give you ways to manage and review your marketing choices at any time.
  • If you have any questions or want more details about how we use your personal information, you can call us on 0333 987 0000.
How the law protects you

As well as our Privacy Promise, your privacy is protected by law. This section explains how that works.

We can only use your personal information if we have a proper reason to do so, which can be one or more of the following:

  • To fulfil a contract we have with you;
  • When it is our legal or regulatory duty;
  • When it is in our legitimate interest;
  • When it is necessary to carry out a public function;
  • When it is necessary to protect your life or medical situation; or
  • When you consent to it.
Personal Information we collect

To provide our services, we collect personal information that uniquely identifies you. The following table explains the different kinds of personal information we collect and why.

Type of personal information

Description including examples:

Why we want the data, and what we will do with it:

Personal descriptors

Your name, age, date of birth, passport or driving licence.

We require this to identify you and communicate with you.
You cannot opt out of providing this information.

Contact

Where you live and how to contact you.

We require this to identify you and communicate with you.
You cannot opt out of providing this information.

Financial

This includes your income, expenditure, assets, benefits details, wage slips, tax returns, default history, legal action, county court judgements, previous credit history, credit reference information, bank account and debit card details.

We require this to provide certain services, such as to assess your eligibility for debt solutions or to establish your creditor information on your behalf.
It is a contractual requirement for insolvency services.
You cannot opt out of providing this information.

Employment information

This includes your employment status, occupation, pay date, salary amount, professional occupational status (e.g. Company Director, Police Officer).

We require this to assess your eligibility for debt solutions. It is a contractual requirement for insolvency services.
You cannot opt out of providing this information.

Life information

This includes your marital status, number of children and/or dependents, general household details.

We require this to assess your eligibility for debt solutions. It is a contractual requirement for insolvency services.
You cannot opt out of providing this information.

Dependant descriptors

This includes the number of people physically or financially dependants on you.
If a dependant is a child, this includes their date of birth.

We require this to assess your eligibility for debt solutions. You can opt out of providing this data.

Health information

This includes physical or mental disabilities.
For example, if you complete the Debt and Mental Health Evidence Form.

We may collect certain special category data to identify if you are potentially vulnerable or require further support.
You can opt out of providing this information.

Contractual

Details about the products or services we provide to you.

It is a contractual requirement for insolvency services.
You cannot opt out of providing this information.

Behavioural

Details about how you use our products and services.

Marketing may record the details and Management Information may be generated using this information.
You can opt out of providing this information.

Technical

Details on the devices and technology you use.

Marketing may record the details and Management Information may be generated using this information.
You can opt out of providing this information.

Communications

What we learn about you from letters, emails, and conversations between us.

These are essential communications, deemed necessary to fulfil our contractual and legal obligations.
You cannot opt out of providing this information.

Electronic signature

We can send documents to you by email which you will need to review, consider and where you decide to proceed, sign using an electronic signature. You may be required to provide personal information to electronically sign the document.

We will also collect information such as your name, the date and time of the event, the IP address and other information about the browser or device used to send, sign, approve or take other actions with respect to the document.

All this information is recorded as part of an audit trail that is linked to the electronically signed document.

You cannot opt out of providing this information, however, you can opt out of using the electronic signature service and receive a hard copy of the documents by post.

Open Data and Public Records

Details about you that are in public records such as the Electoral Register or Insolvency Register and information about you that is openly available on the internet.

We may require this to assess your eligibility for debt solutions. Checking you are not listed on the Insolvency Register is a contractual requirement for insolvency services.
You cannot opt out of providing this information.

Documentary Data

Details about you that are stored in documents in different formats, or copies of them. This could include things like your passport, driving licence or birth certificate.

We require this to provide certain services, such as to assess your eligibility for debt solutions. We require this to identify you and it forms part of our legal requirements under anti money laundering legislation.

You cannot opt out of providing this information.

Consents

Any permissions, consents, or preferences that you give us. This includes things like how you want us to contact you.

We require your consent to act on your behalf. This is deemed necessary to fulfil our contractual and legal obligations.
You cannot opt out of providing this information.

National Identifier

A number or code given to you by a government to identify who you are, such as a National Insurance number.

We require this to provide certain services, such as to assess your eligibility for debt solutions, to verify your identity and income.
You can opt out of providing this information.

Client feedback

This includes information that you voluntarily share with us about your experience in using our products and services, such as personal stories or complaints.

We use this information for marketing purposes and may collect and publish client-generated content.

This information is used to evaluate and develop our products and services. It may be shared with regulators and auditors.

You can opt out of providing this information.
Why we use your Personal Information

Here is a list of all the ways that we may use your personal information, and the reasons we rely on to do so.

What we use your personal information for

Our reasons

Our legitimate interests

To provide debt counselling, debt adjusting and credit information services to you. To propose an Individual Voluntary Arrangement. To manage our relationship with you. To develop new ways to meet our clients’ needs and to grow our business. To develop and carry out marketing activities. To study how our clients use our products and services. To provide advice or guidance about our products and services.

Fulfilling contracts

Our legal duty

Our legitimate interests

Your consent

Keeping our records up to date, working out which of our products and services may interest you and telling you about them. To provide debt counselling, debt adjusting and credit information services to you. To propose an Individual Voluntary Arrangement. Developing products and services, and what we charge for them. Seeking your consent when we need it to contact you. Being efficient about how we fulfil our legal duties.

To develop and manage our brand, products and services. To manage how we work with other companies that provide services to us and our clients.

Fulfilling contracts

Our legal duty

Our legitimate interests

Developing products and services, and what we charge for them. Being efficient about how we fulfil our legal and contractual duties.

To deliver our products and services. To manage fees and charges. To exercise our rights set out in agreements or contracts.

Fulfilling contracts

Our legal duty

Our legitimate interests

Being efficient about how we fulfil our legal and contractual duties. Complying with regulations that apply to us.

To detect, investigate, report, and seek to prevent financial crime. To manage risk for us and our clients. To obey laws and regulations that apply to us. To respond to complaints and seek to resolve them.

Our legal duty

Our legitimate interests

Developing and improving how we deal with financial crime, as well as doing our legal duties in this respect. Complying with regulations that apply to us.

To run our business in an efficient and proper way. This includes managing our financial position, business capability, planning, communications, corporate governance, and audit.

Our legal duty

Our legitimate interests

Complying with regulations that apply to us. Being efficient about how we fulfil our legal and contractual duties.
Where we collect personal information from

We may collect personal information about you from data you give to us, data we collect when you use our services and from third parties we work with.

Information you give to us:
  • When you apply for our products and services
  • When you talk to us on the phone*
  • When you use our websites or mobile device apps
  • In emails and letters
  • In client surveys

*We record any telephone calls we have with you or any other third party. This is for training, monitoring and quality purposes and to meet our legal and regulatory obligations. Some telephone calls may be observed by staff for training and development purposes.

Information we collect when you use our services. This includes the amount, frequency, type, location, origin and recipients:
  • Profile and usage information. This includes the profile you create to identify yourself when you connect to our internet, mobile and telephone services. It also includes other data about how you use those services. We gather this data from devices you use to connect to those services, such as computers and mobile phones, using cookies and other internet tracking software.
Information from third parties we work with:
  • Companies that introduce you to us
  • Financial advisers
  • Creditors
  • Credit reference agencies
  • Social networks
  • Fraud prevention agencies
  • Payroll service providers
  • Public information sources such as Companies House
  • Agents working on our behalf
  • Market Researchers
  • Medical practitioners*
  • Government and law enforcement agencies

*If the Debt and Mental Health Evidence Form is appropriate to your circumstances and you request your doctor to complete this form and return it to us, we may hold special category data on you. We will not share this special category data without your explicit consent.

Who we will share your personal information with

We may share your information with other parties as without doing this we (or they) cannot carry out a legal duty or to provide you with the product or service you have chosen.

In addition, from time to time, we use the services of external consultants, legal specialists, or outsource certain aspect of our processes to other organisations, some of whom may be located outside of the European Economic Area. All outsourced service providers are carefully vetted and monitored to ensure the safeguarding of your information and may assist us with quality monitoring, general enquiries and case reviews, marketing, identity verification, audits, record keeping, scanning or printing.

With your authority we will share your information with credit reference agencies such as Equifax, Experian, or Call Credit. They already hold data on you and may send to us details of who you owe money to and how much you owe.

We’ll use this to:
  • Make sure what you’ve told us is true and correct
  • Help detect and prevent financial crime
  • Propose your IVA
  • Trace debts and creditors

 

We may also share your personal information with tracing agents where we have a legitimate interest to obtain up to date contact details to help us continue to provide our services to you.
In accordance with our legal obligations, we may be required to share information with the police, other law enforcement or government agencies. We will be required to provide information requested by our regulators, the Insolvency Practitioners Association, Insolvency Service or Information Commissioners Office.

You also have the option to appoint someone else to act on your behalf such as a spouse, family member or carer with whom we can share your information with. You will need to provide separate consent for us to be able to share your information with them, and you can revoke this consent at any time.

We may share your personal information with these organisations:

  • Your creditors
  • The Insolvency Practitioners Association, The Insolvency Service, Information Commissioners Office, HM Revenue & Customs and other authorities
  • Credit reference agencies
  • Fraud prevention agencies such as anti-money laundering verification services, including Smart Credit Limited trading as SmartSearch
  • Insurers including Kerr Henderson Ltd and Marsh Ltd
  • Any party linked with your product or service
  • Companies we have a joint venture or agreement to co-operate with
  • Organisations that introduce you to us or that you ask us to share your data with
  • IT Companies – we use third party software companies to help manage your data and provide our product and services to you. These include:
    • HubSolv Ltd, a case management system
    • Embella Ltd, a case management system
    • Signable Ltd, technology provider that allows electronic signatures
    • Connex One Ltd, a telephony company
    • Content Guru Ltd, a telephony company
    • Total Processing Ltd, a payment processor
    • ActionPoint Ltd, an IT support and services company
  • Companies that we introduce you to. These include:
    • First Dispute Management Ltd
    • Asgard Financial Services Ltd 
    • Refresh Debt Services Ltd
    • Money Bubble Ltd
    • Money Plus Group
    • Dee Valley Finance Limited
  • Independent Financial Advisors
  • Solicitors
  • Price comparison websites and similar companies that offer ways to research and apply for financial products and services
  • Outsourcing Partners
  • External compliance advisors and auditors

 

Debt Movement propose and administer Individual Voluntary Arrangements. Where another debt solution is appropriate, or you do not fit Debt Movement’s internal criteria for an Individual Voluntary Arrangement, your chosen debt solution may be administered by a third-party company, listed above. There may be a financial incentive for Debt Movement to provide your information to the third-party for the purpose of administering an alternative debt solution.

We may also share your personal information if Debt Movement changes in the future. We may choose to sell, transfer, or merge parts of our business, or our assets. Or we may seek to acquire other businesses or merge with them. During any such process, we may share your data with other parties. We will only do this if they agree to keep your data safe and private.

Fraud Prevention Agencies

We will need to confirm your identity before we provide products or services to you. Once you have become a client of ours, we will also share your personal information as needed to help detect fraud and money-laundering risks. We use Fraud Prevention Agencies to help us with this.

Both we and fraud prevention agencies can only use your personal information if we have a proper reason to do so. It must be needed either for us to obey the law, or for a ‘legitimate interest’.

A legitimate interest is when we have a business or commercial reason to use your information.

We will use the information to:

  • Confirm identities
  • Help prevent fraud and money-laundering
  • Fulfil any contracts you or your business has with us

 

We or a fraud prevention agency may allow law enforcement agencies to access your personal information. This is to support their duty to detect, investigate, prevent and prosecute crime.

If we, or a fraud prevention agency, decide there is a risk of fraud, we may stop activity on your case and the fraud prevention agency will also keep a record of the risk that you, or your business, may pose.

Fraud prevention agencies can keep personal information for different lengths of time. They can keep your data for up to 6 years if they find a risk of fraud or money-laundering.

Fraud prevention agencies may send personal information to countries outside the European Economic Area (EEA). When they do, there will be a contract in place to make sure the recipient protects the data to the same standard as the EEA. This may include following international frameworks for making data sharing secure.

Automated decisions

We use automated decision making in processing your personal information in relation to assessing your eligibility for a product or service, fraud prevention or checking your identity and residency status. If you disagree with the outcome of an automated decision, you can request a manual review of the accuracy of an automated decision.

Sending data outside of the EEA

We will only send your data outside of the European Economic Area (EEA) to:

  • Follow your instructions
  • Comply with a legal duty
  • Work with our outsourcing partners

 

If we do transfer information to our agents or advisers outside of the EEA, we will make sure that it is protected in the same way as if it was being used in the EEA. We’ll use one of these safeguards:

Websites and Cookies

Our website and communications contain links to other organisations and websites. This Privacy Notice only applies to Debt Movement.

If you use our website, we may collect your IP address, cookies, browser information, and use plugins that collect your information (e.g. Google Analytics). Cookies are text files places on your computer to collect standard internet log information and visitor behaviour information. This is used to track visitor use of the website and to compile statistical reports on website activity.

For further information visit www.aboutcookies.org or www.ICO.org.uk/concerns/cookies/

You can set your browser not to accept cookies and can find out more information in the links above, however in some cases our website features may not function as a result.

Temporary cookies form part of the security process while you are using the website; permanent cookies identify the link you used to find our website, check your browser so that we can make sure that our website and services work well with your computer and to help us monitor traffic on our website.

Why are cookies used?

They help visitors. Cookies allow sites to do things like provide personalised content and remember their log-in details and settings. You can turn them off – this won’t stop a website from working, but it might mean it won’t work as well as it could, or that you have to do the same thing more than once.

They help website owners. Cookies tell website owners things like what search engine a visitor used to find the website, how often they’ve visited it, how long they’ve spent on it, and so on.

We’ve set out below the cookies that we may use and those that are set by third parties on our website.

Google Analytics

On site behaviour tracking

Hotjar

Heatmaps and screen recording

Visual Website Optimiser

A/B testing and heatmaps

Facebook

Retargeting and tracking conversions

AdWords

Track Conversions


Except for essential cookies, all cookies will expire after 10 years.

Marketing

We may use your personal information to tell you about relevant products and offers. This is what we mean when we talk about ‘marketing’.

The personal information we have for you is made up of what you tell us, and data we collect when you use our services, or from third parties we work with.

We study this to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.

We can only use your personal information to send you marketing messages if we have either your consent or a ‘legitimate interest’. That is when we have a business or commercial reason to use your information. It must not unfairly go against what is right and best for you.

You can ask us to stop sending you marketing messages by contacting us at any time.

Whatever you choose, you’ll still receive other important, and legally required, information and documents.

We may ask you to confirm or update your choices if you take out any new products or services with us in future. We will also ask you to do this if there are changes in the law, regulation, or the structure of our business.

If you change your mind, you can update your choices at any time by contacting us.

Security

We will use all reasonable efforts to safeguard the information we collect about you by having security and organisational procedures in place.

All personal information we hold is securely stored, and we conduct regular testing on our cyber and physical security procedures to ensure this is maintained. If at any time we believe there has been a breach of your personal data, we will notify you immediately.

You are responsible for keeping any personal passwords or similar security information private, including personal information you disclose to us via our social media channels.

Your rights

We may need to collect personal information by law, or under the terms of a contract we have with you. If you choose not to give us this personal information, it may delay or prevent us from meeting our obligations. It may also mean that we cannot perform services required to propose your IVA or provide you with debt advice. It could mean that we cancel a product or service you have with us. Any data collection that is optional would be made clear at the point of collection.

If you want access to your personal information

Also known as a Data Subject Access Request, you can access a copy of the personal information we hold by contacting us via one of the following methods:

by phone on: 0333 987 0000

by email to: [email protected]

by post to: Complaints Officer 
Debt Movement UK Ltd
3rd Floor Marsland House
Marsland Road
Sale
Cheshire
M33 3AQ

This will be provided free of charge and we will respond within one month.

If your personal information is incorrect

If the personal information we hold about you is wrong, you have the right to request that it is corrected. Please contact us if you want to do this and we will take reasonable steps to correct it.

If you want to restrict the processing of your data

In certain circumstances you may want to restrict the processing of your personal information.

You can ask us to restrict the use of your personal information if

  • It is not accurate
  • It has been used unlawfully but you don’t want us to delete it
  • It not relevant anymore, but you want us to keep it for use in legal claims
  • You have already asked us to stop using your personal information, but you are waiting for us to tell you if we can keep on using it

Please contact us if you want to do this and we will take reasonable steps to accommodate your request, if possible.

If you want us to stop using your personal information

You have the right to object to our use of your personal information, or to ask us to delete, remove, or stop using it if there is no need for us to keep it. This is known as the ‘right to object’, the ‘right to erasure’, or the ‘right to be forgotten’.

There may be legal or other reasons why we need to keep or use your personal information, but please tell us if you think that we should not be using it and we will discuss this with you.

If you want to object to how we use your personal information, ask us to delete it or restrict how we use it please contact us.

If you want to port your personal information

In some case you may be able to request your information be provided to enable other organisations to use your data. If you require, we can supply this information directly to another organisation if technically feasible.

Please contact us if you want to do this and we will take reasonable steps to accommodate your request, if possible.

If you want to withdraw your consent

You can withdraw your consent at any time. Please contact us if you want to do this and we will take reasonable steps to accommodate your request, if possible.

If you withdraw your consent, we may not be able to provide certain products or services to you. If this is so, we will tell you.

How long we keep your personal information

We will keep your personal information for as long as you are a client of Debt Movement. After you stop being a client, we will keep your data for 6 years for one of these reasons:

  • This is a legal requirement of an IVA.
  • To respond to any questions or complaints.
  • To show that we treated you fairly.
  • To maintain records according to rules that apply to us.

We may keep your data for longer than 6 years if we cannot delete it for legal, regulatory or technical reasons. We may also keep it for research or statistical purposes. If we do, we will make sure that your privacy is protected and only use it for those purposes.

Changes to our privacy notice

Any updates to this privacy policy will be found on this page. If we make any important or significant changes to the way we may collect and use your personal information, we will notify you of this change.

How to complain

Please let us know if you are unhappy with how we have used your personal information, please contact us using one of the following methods:

by phone on: 0333 987 0000

by email to: [email protected]

by post to: Complaints Officer 
Debt Movement UK Ltd
3rd Floor Marsland House
Marsland Road
Sale
Cheshire
M33 3AQ

You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern: www.ico.org.uk.

Complaints Policy

Debt Movement UK always strive to provide a high standard of service. However, if you are unhappy for any reason, we would welcome your feedback and the opportunity to put things right. Complaints can be received by a client, creditor or third party representative.

How to Make a Complaint
IVA Complaint

If you wish to make a complaint about the service you have received from Debt Movement Ltd, please contact us using one of the following methods:

by phone on:
0333 987 0000

by email to:
[email protected]

by post to:
Complaints Officer Debt Movement Limited 
3rd Floor Marsland House, Marsland Road, Sale, Cheshire, M33 3AQ

To help us understand your concerns and investigate them as quickly as possible, please have the following available when you call, or include them in any email or letter that you send us:

  • Your full name, address and case reference number.
  • The name of the person(s) to whom you have spoken to within Debt Movement.
  • Details of your complaint.
  • Copies of any correspondence or documents relating to your complaint.
  • How you believe we can resolve your complaint.

 

What Happens Next?

Initially we would ask you to contact a Client Service Officer who will try to resolve your complaint over the telephone. If you are satisfied with the outcome following this, no further action will be taken.


If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you no later than five working days from receiving your complaint. Your concerns will be fully investigated by a Complaints Officer along with the Insolvency Practitioner. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response within that timescale.


During this time the Complaints Officer may need to contact you to seek additional information or clarification regarding your complaint.


If you are not satisfied with our response to your complaint you have the right to make a formal complaint to our regulator:


Laura Prescott is a licensed to act as an Insolvency Practitioner in the UK by the Insolvency Practitioners Association. Her aim is to promote and maintain a high standard throughout the insolvency industry and can be contacted on:


Insolvency Practitioners Association


32 Blackfriars Road, London, SE1 8PB


The Insolvency Practitioners Association will investigate the conduct of the Insolvency Practitioner and cannot provide you with any financial redress or make decisions particular to your IVA. To complain about your Insolvency Practitioner, you can refer your complaint to the Insolvency Complaints Gateway at any time, or if you remain dissatisfied by our response by:

  • https://www.gov.uk/complain-about-insolvency-practitioner
  • Calling the Insolvency Service Enquiry Line on 0300 678 0015 Monday – Friday 9am – 5pm
  • Emailing the Insolvency Service on –  [email protected]
  • Completing the online complaints form and posting it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA

 

Financial Ombudsman Service

Alternatively, if the complaint is in relation to the debt advice provided, you can escalate the complaint to the Financial Ombudsman Service (FOS).
You can contact the FOS using the following methods:

* calls are charged at the same rates as 01/02 number on mobile tariffs.