Your information belongs to you.

Who is responsible for your information?

Until The Resolution Agency CIC is incorporated, the data controller is Toby Douglas Eaton, trading as The Resolution Agency. The correspondence address for privacy requests is 128 City Road, London EC1V 2NX, England.

What we collect

We may collect:

• your name, email address and optional telephone number;
• the type of free letter, organisation, reference, amount, demand date and dispute reason you enter;
• details of the demand or dispute;
• reference numbers, dates, amounts and deadlines;
• letters, photographs, screenshots and other documents you upload;
• our case notes and later correspondence about your case.

Documents may contain information about other people. Please only upload material that is relevant to your case.

Why we use it

We use the information to:

• review your submission and decide whether we can help;
• unlock the free letter download you request and understand demand patterns;
• organise the evidence and communicate with you;
• prepare casework and, with separate authority, contact an organisation;
• protect the security and integrity of the service;
• maintain an accurate case record and support appropriate complaints, referrals or proceedings.

Before we accept a case, our main lawful basis is legitimate interests. Those interests are assessing requests for help, providing independent consumer casework, preventing misuse and improving accountability. We consider the effect on you before relying on this basis. If we accept your case, processing may also be necessary to provide the service you asked for. We may process information where necessary to comply with a legal obligation.

Uploaded evidence can reveal sensitive information, such as health, disability, ethnicity, political opinions, religion or sexual orientation. Where special-category information is relevant, we use an additional legal condition. This may be explicit consent or processing necessary for the establishment, exercise or defence of legal claims. Please do not send sensitive information that is not relevant to the dispute.

Who may receive it?

Access is limited to people working on the service and suppliers that securely host the website, case database and uploaded files. We do not sell personal information.

We will not send identifiable case information to the organisation involved, a regulator, journalist or legal partner without a valid reason and, where appropriate, your agreement. We may disclose information if the law requires us to do so or where necessary to protect someone from serious harm.

Hosting and international transfers

The website, case database and uploaded files use OpenAI Sites and Cloudflare-hosted infrastructure. These suppliers process information under their service terms and security arrangements.

Some suppliers may process information outside the United Kingdom. Where that happens, we require a recognised legal safeguard, such as UK adequacy regulations or approved contractual protections, unless another lawful exception applies.

How long we keep it

We normally retain a free-letter email record for up to 12 months so we can measure use and identify repeated patterns. If we cannot take a case, we aim to delete identifiable submission data within 12 months. If we undertake casework, we normally retain the case record for up to 24 months after the case closes. We may keep it longer where required for a complaint, legal obligation or continuing dispute. Anonymised statistical or accountability information may be retained because it no longer identifies you.

Your rights

Depending on the circumstances, you may ask for a copy of your information, correction, deletion, restriction, transfer or object to how it is used. You may withdraw consent where consent is the basis we rely on.

Write to the correspondence address above and include your case reference. We normally respond within one month, although the law allows additional time for complex requests. We may need to confirm your identity before releasing or changing information.

You may complain to the Information Commissioner's Office at ico.org.uk, telephone 0303 123 1113, or write to Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

What happens if you do not provide information?

You choose whether to create a letter or submit a case. We need your email address to unlock a free letter. We need your name, email address, basic dispute details and an accurate account to assess it. Without those details, we cannot review or respond to the submission. A phone number and document uploads are optional.

Other people and information from elsewhere

We may later receive information from the organisation involved, regulators, public records or someone authorised by you. If you give us information about another person, only provide what is relevant and, where appropriate, tell them that you have done so.

Automated decisions

We may use software to organise documents, identify missing information and assist case review. We do not currently make decisions producing legal or similarly significant effects about you solely by automated means. A person remains responsible for decisions about accepting, progressing or referring a case.

Security, children and changes

We use access controls and secure hosted storage intended to protect case information. No online service can promise absolute security. We do not knowingly accept submissions from anyone under 18. We will update this notice if the service or our use of information changes materially and draw attention to significant changes where practicable.