Scottish Claims Helpline

Privacy Policy

How we use your information

This privacy notice tells you what to expect when Scottish Claims Helpline (SCH) collects personal information. It applies to information we collect about:

Visitors to our websites

When someone visits we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it. We do not engage in any form of direct marketing and as such will never contact you offering further services.

We also use a thrid party service, Facebook Pixel, which allows Facebook to collect information on their users interaction with the website. We do this to better identify which population demographic responds to which adverts.

​​Use of cookies by the SCH

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

​​Security and performance

The SCH uses a third party service to help maintain the security and performance of the SCH website. To deliver this service it processes the IP addresses of visitors to the SCH website.


We use a third party service,, to collect personal information relating to claims via the use of embedded forms within SCH's website. This information could include your name and job title, contact information including email address, demographic information such as postcode and other information relevant to a client's claim such as claim description.

​​People who contact us via social media

We use a third party provider, Anhanh Comments Manager to manage our social media interactions.

If you send us a private or direct message via social media the message will be stored by Comments Manager for 48 hours. It will not be shared with any other organisations.

​​People who use SCH

When you call the SCH's helpline we may collect collect personal information relating to claims. This information could include your name and job title, contact information including email address, demographic information such as postcode and other information relevant to client's claims such as claim description.

​​People who email us

SCH will store your email on it's live mail server for a period of six months thereafter it will be archived for a further six months before being deleted. If you email is in relation to a claim it will be deleted six months after the claim is closed.

​​Complaints or queries

When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide.

Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

SCH tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

​​People who use SCH services

The SCH offers various claims services to the customers. We use a number of third party solicitors and claims management companies to deal with these claims. SCH supplies these third parties with the personal information that has been collected in relation to the claim.

We have to hold the some of the details of the people who have requested the claims service in order to provide it. However, we only use these details to provide the service the person has requested. For example, we will use information collected about a particular claim to identify the correct solicitor to deal with the claim and pass them the following information. Your name and job title, contact information including email address, demographic information such as postcode and other information relevant to client's claims such as claim description. SCH will retain the following information in relation to the claim for six months after the claim has been closed - First name, last name, type of claim and third party dealing with the claim.

​​Job applicants, current and former SCH employees

When individuals apply to work at SCH, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Criminal Records Bureau we will not do so without informing them beforehand unless the disclosure is required by law.

Personal information about unsuccessful candidates will be held for 6 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Once a person has taken up employment with the SCH, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with SCH has ended, we will retain the file for one year and then delete it.

​​Access to personal information

SCH tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:

  • give you a description of it;
  • tell you why we are holding it;
  • tell you who it could be disclosed to; and
  • let you have a copy of the information in an intelligible form.

To make a request to the SCH for any personal information we may hold you need to put the request in writing addressing it to our Data Information Officer at the address provided below.

If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.

If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting the Data Information Officer.

​​Links to other websites

This privacy policy does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

​​Changes to this privacy policy

We keep our privacy policy under regular review. This privacy notice was last updated on 01 November 2019.

​​How to contact us

If you want to request information about our privacy policy you can write to:

Data Information Officer
Scottish Claims Helpline
35a Victoria Place