Privacy notice

How we use the information you share through our virtual support assistant and call back form.

Who we are

CCJ Advisor is the data controller for information collected on this website. Contact us on 01872 859 515 or via www.ccjadvisor.co.uk.

What we collect

• Your chat with the virtual support assistant, including what you tell us about your finances and circumstances.
• Live text conversations with our staff, including replies and when they were sent. Requesting live chat lets authorised staff read the conversation so far.
• Contact details you choose to give: name, phone number, email, preferred contact method and time.
• Documents you choose to upload.
• Your consent choices and when you gave them.

Conversations with the virtual support assistant are recorded and saved securely under a unique case reference, so our team can review them for assessment and support if you ask for a call back. Use “Start over” to begin a new conversation.

Why we use it (lawful basis)

We use your information to contact you about your enquiry and to understand your circumstances, based on your consent. Information about health or wellbeing is special category data and is used only with your explicit consent to help support you.

Sharing

We only share your information with a specialist debt advice provider if you tick the separate referral box. We never sell your data. Our chat assistant uses an AI service to process your messages and prepare a summary for our team. Your conversations are not used to train third-party AI models.

Security

Information is encrypted in transit and at rest, and only authorised staff can sign in to view it. Every time staff view, change or export a case it is recorded in an audit log.

How long we keep it

Conversations where no call back is requested are deleted after 90 days. We keep call back requests, linked conversations and related notes for up to 12 months after a case is closed, then securely delete them, unless we need to keep them longer by law.

Your rights

Under UK GDPR you can ask to see, correct or delete your information, withdraw consent, or object to how we use it. Call 01872 859 515 to make a request. You can also complain to the Information Commissioner's Office (ico.org.uk).

Please don't share bank card numbers, passwords, online banking details, National Insurance numbers or identity documents through the chat.