We will share this information with the organisations that you tell us to. They will only use this information to support you. They will not use it for marketing purposes. And they will not use it to make lending, financial or insurance decisions. They will process the information in line with the Terms and Conditions and Privacy Notice you have agreed to with the organisations.
Support Hub will also ask for your mobile phone number. This is only used to register and then securely log you into Support Hub (by sending you a code to enter into Support Hub to confirm your identity). We will not share your mobile number with organisations.
Support Hub uses a tool to help you find your address and ensure it is entered in the correct format. You do this by entering your postcode and then selecting your address from the list provided. Alternatively you can enter your address manually.
We will always ask for your consent to share information with the organisations that you tell us to. At any point, you can withdraw this consent.
If you do this, you can ask Support Hub to get every organisation you have shared information with to delete this. Or you can select which organisations should delete it, and which can keep it.
You can also delete your entire account. This will remove all your information from Support Hub. Plus we will tell all the organisations you have asked us to share information with to delete this too.
Support Hub uses multi-factor authentication to keep your information safe. In conjunction with your username and password it ensures we are dealing with the right person and not someone pretending to be you. This protects you from fraud. You can choose to use either email, Google Authenticator or SMS message via your phone as your multi-factor authentication method.
When verifying your identity using multi-factor authentication, we do not use the credit reference information held at Experian to do this. Information from Support Hub is never shared or stored on your credit file, and never will be.
We will retain your information until the time you withdraw your consent from the Support Hub service or delete your account.
If we would like to use your information for any purposes not set out in this Privacy Policy, we will only do this with your consent.
From time to time, we will let you know about any change we're making to the service which may include any new organisations to share your needs with, or any new needs to share with your organisations. We may also let you know about any new features we add that could be of interest. If you no longer wish to receive these emails, you will be able to unsubscribe from these within the emails themselves, or you can update your communication preferences through the Dashboard.
By unsubscribing, you will no longer receive general service updates. However, if there are any changes to your account, e.g. an organisation can no longer support you the way you need, then we will continue to send you these updates, so you are fully informed on the support provided.
When you contact us to raise queries or request a copy of your information, we use another company to help us handle your requests. This means we will share some your personal information with them, but only what is needed to deal with your request including any information you have given to us when you raised your query. The company we use is called Merchants SA and they are based in South Africa.
Don’t worry though, we’ve put safeguards in place to protect your data to the same Experian standards, including approved contractual clauses and using risk assessments to identify where improvements need to be made. If you want to know more, contact us.
If you have chosen to verify your identity through our Identity Verification test process, we will record whether we have been able to verify you or not. We will use information about you that we hold in the Experian Credit Bureau such as the electoral roll and information from credit accounts you hold to check your identity but it will not affect you getting credit in the future. A “soft footprint” will be left on your credit file – see here for information about soft footprints.
If we have been able to verify your identity, you will be given verified status and can see it in your Dashboard when you log in. You can remove this at any time. If we’ve been unable to verify you, don’t worry you can still continue to use Support Hub and your experience will not be impacted. We will not share the verification results with anyone else, including our Support Hub partners. Our aim is to monitor and validate that the Identity Verification service works for you and all of our users. We will combine results of the test for all users so we can analyse this information in such a way that you cannot be identified from it.
We will be using cookies to help us provide you with a better, faster, safer, and more personalised experience. On your first visit to Support Hub, you will be asked whether you would like to accept or reject our optional cookies, plus provided with information about our necessary cookies.
Necessary cookies allow Support Hub to work as effectively as possible, but these can be disabled through changing your browser settings.
For the full detail of the cookies we use, including any third-party cookies, please read our Cookie Policy(opens in a new tab).
We only do these things when you have given us your permission to do so.
We will store your data (a) until you withdraw your consent for Support Hub to hold this, or (b) you delete your Support Hub account.
We will only delete your data if (c) you created a Support Hub account, but do not proceed in the next 12 months to share any information with organisations, or (d) you have registered with Support (i.e. shared your email and created a password), but did not create a full account within 6 months. However, we will email you before deleting your data, with the choice to keep using Support Hub.
Support Hub stores your data in UK datacentres.
We meet internationally recognised standards of security (ISO27001 standard) and have dedicated Cyber Security Investigations teams.
Experian must comply with all UK laws and regulation.
Under the Data Protection Act(2018), we use 'consent' and 'explicit consent' as the legal bases for processing your personal data(including any information related to health conditions).
If law or regulation requires it, we may need to use your personal information to comply with this. This can include sharing information with law enforcement (e.g., prevent a crime), public bodies (e.g. tax collection), or financial service regulatory bodies (e.g., investigate complaints or performance).
You can obtain a copy of the information we hold about you. We explain how to do this at http://www.experian.co.uk/consumer/data-access. You have the right to request that we correct any mistakes, restrict processing or delete your information.
If you are unhappy about how we handled your information, you can contact our Data Protection Officer (uk.dpo@experian.com).
You can also contact the Information Commissioner's Office(ICO) which regulates the handling of personal information in the UK (https://ico.org.uk/, 0303 123 1113, or Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF).
We, and our partners (such as Google), use optional tools including tracking tags and cookies to tailor your online experiences and improve our services. These cookies monitor how the website is performing and how customers use our site (e.g. pages visited, device type, traffic sources etc.), allowing us to improve and tailor the user experience of the site to be relevant to you and your interests.
For descriptions of each cookie visit our Cookie policy page(opens in a new tab). Click ‘Accept all’ to enable optional cookies, ‘Reject all’ to disable optional cookies.