This notice explains how we use personal information when you visit our website, contact us, or use our protection advice service.
Who is responsible for your information
TrustCover is a trading style of MRG Finance Group Limited (registered in England and Wales, company number 11811855), which is authorised and regulated by the Financial Conduct Authority under firm reference number 912712. MRG Finance Group Limited is the data controller for the personal information described in this notice.
Some of the advisers and support staff who work under the TrustCover brand are employed by TrustCover Ltd and seconded to us. They work under our direction and supervision, and we remain responsible for how your information is handled.
For privacy enquiries, or to exercise your rights, contact us:
- Email: customerservice@trustcover.co.uk
- Telephone: 0800 041 8092
- Post: TrustCover, Office 1A, Arena Business Centres, Number 25, 25 Barnes Wallis Road, Fareham, PO15 5TT.
Information we collect
When you contact us, we collect the details needed to respond, such as your name, contact details, the reason for your enquiry and the information you choose to provide. We may also record your preferred contact arrangements and any support you ask us to provide.
If you use our advice service, we may need information about your family and dependants, occupation, income, financial circumstances, existing insurance, health, medical history and lifestyle. The information needed depends on the advice or service you request.
We also keep relevant correspondence, advice and application records, policy details, claims-support records and complaints information. Telephone records may include recordings, transcripts and AI-assisted summaries.
Our website and hosting services process technical information needed to deliver and protect the site, such as your IP address, browser and device information, pages requested, request times, and error or security logs.
We also use a privacy-first website analytics service to understand how many people visit the site and which pages are useful. It does not use cookies, does not store anything on your device, and does not build a profile of you or follow you across other websites. It records aggregated information such as the pages viewed, the approximate country a visit came from, the type of device and browser used, and the website or search that referred you. We cannot identify an individual visitor from it. Our Cookies policy explains this and covers cookies and similar technologies.
Please do not send medical information through general website or email enquiries. We will explain how to provide any information needed securely. Please also avoid sending bank details or copies of identity documents in an initial enquiry.
Where information comes from
Most of the information we hold comes directly from you.
We also obtain contact details from third parties who generate enquiries about protection insurance, where the person has indicated that they would like to be contacted about cover. Where we contact you on that basis, we will tell you at the start of the conversation where we obtained your details and how to read this notice, and you can ask us to stop contacting you at any time.
We may also receive information:
- From insurers, about applications, policies and claims.
- From a mortgage broker, adviser or other professional who introduces you to us with your agreement.
- From someone you authorise to act on your behalf.
How and why we use information
We use personal information to:
- Respond to enquiries and arrange conversations with you.
- Understand your needs, research suitable protection and provide a personal recommendation.
- Help with applications, arrange cover and provide ongoing policy or claims support.
- Keep an accurate record of our service and deal with questions or complaints.
- Meet legal and regulatory requirements, prevent misuse and protect our systems.
Our lawful basis depends on the purpose:
- Steps towards a contract, or performance of a contract: responding to your request for advice, assessing your needs, and arranging or administering the service you ask for.
- Legal obligations: keeping records, and carrying out checks or responding to requests where the law or our regulatory obligations require it.
- Legitimate interests: administering our business, contacting people who have asked to hear about protection cover, maintaining service records, handling complaints and legal claims, understanding how our website is used, and protecting our website and systems, where those interests are not overridden by your rights.
- Consent: where we ask for your consent for a particular use of information. You can withdraw that consent by contacting us. Withdrawal does not affect processing that was lawful before you withdrew it.
Health and medical information receives additional protection under data protection law. Where we use it to advise on, arrange or administer insurance, we rely on the condition for insurance purposes in Schedule 1, Part 2, paragraph 20 of the Data Protection Act 2018. As that Act requires, we maintain an appropriate policy document describing how we comply when using this information, and a copy is available on request.
You can browse the website without giving us your name or contact details. If you ask for advice or an insurance application, we will explain what information is needed. Without the necessary information, we may be unable to provide that service or progress an application.
Calls, transcription and AI-assisted summaries
We may record telephone calls and use transcription and AI tools to prepare summaries. These help us maintain records of conversations, support advice and administration, and deal with questions or complaints. A recording or transcript can include personal and medical information discussed during the call.
Our advisers remain responsible for the advice we give. AI-assisted note-taking does not replace our personal recommendation, and no decision about you is made by automated means alone. If you believe a record is inaccurate, please contact us so that we can review it.
Where information is accessed and processed
We provide services to UK customers, and customer systems are hosted in the UK. Authorised personnel working for our business may access those systems securely while outside the UK.
Some technology providers also process information outside the UK, including in Europe and the United States.
Where information is transferred to a separate organisation outside the UK, the arrangement must meet UK data protection requirements. Depending on the destination and the arrangement, this may rely on UK adequacy regulations or on approved contractual safeguards, such as the UK International Data Transfer Agreement or the UK Addendum, together with the required assessment and protections.
You can contact us for information about the arrangements relevant to your data and how to obtain details of the applicable safeguards.
How long we keep information
We keep information for the purposes explained in this notice and to meet relevant legal and regulatory responsibilities. Our usual retention periods are:
- Initial enquiries that do not proceed to advice: 12 months after the last substantive contact.
- Advice, application and policy records: for the term of any relevant policy, and normally six years after the policy or advice process ends.
- Complaint records: six years after the complaint is closed.
Call audio is held separately from the written advice file. Its retention is determined by the need to evidence the service provided, meet applicable record-keeping obligations, and resolve complaints or legal claims, taking account of the relevant policy and any continuing dispute. Transcripts and summaries retained as part of an advice or complaint record follow the retention period for that record.
Technical and security logs are retained for operating, troubleshooting and protecting the website, with longer retention where needed to investigate an incident.
We may keep relevant records for longer where a continuing complaint, legal claim, investigation or legal obligation requires it. Information is securely deleted or anonymised when it is no longer needed.
Marketing
Contacting us does not automatically subscribe you to marketing. Where we ask for permission to send marketing, your choice is separate from receiving advice or service communications. You can ask us to stop direct marketing at any time, and every marketing message includes a way to opt out.
Your rights
Depending on the circumstances, you can ask us to:
- Give you access to your personal information.
- Correct inaccurate or incomplete information.
- Delete information, or restrict how we use it.
- Provide certain information in a portable format.
You can also object to processing based on legitimate interests, and object to direct marketing at any time. Where we rely on consent, you can withdraw it.
These rights are subject to legal conditions. For example, we may need to retain some records to meet legal obligations or to deal with a claim. We will explain our response to your request.
Please use the contact details above. We normally respond within one month and without charge. If the law allows extra time or a fee, we will explain why. We may need to verify your identity before releasing information.
Concerns or complaints
If you are concerned about how we use your information, please contact us using the details above so that we can investigate.
You can also complain to the Information Commissioner's Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Telephone: 0303 123 1113
- Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Complaints about our advice or service are handled separately under our complaints procedure, and may be referred to the Financial Ombudsman Service. Please contact us for details.
Changes to this notice
We update this notice when our services or processing arrangements change. The date at the top shows the latest update. Where a change requires us to notify you directly, or to obtain your consent, we will do so.