Policies | SDS Resolve

Your privacy is important to us. To better protect your privacy, we provide this notice explaining our online information practices along with what data we collect, why we collect it and what we do with it.

The information we collect

Information collected on the Resolution Referral Form

When instructing us to attempt to resolve a case, a landlord will provide us with certain details including the names and contact details of themselves and their tenants, details of the property and tenancy, and details specific to this case.

We will store such data securely whilst the case is on-going and for a period of 12 months after the service has been finalised.

Information collected during the resolution

Throughout the process, and during the resolution appointment, both parties may disclose further details of the case or their personal details. This data will be securely stored throughout the appointment and for a period of 12 months after the service has been complete.

How we collect personal information

SDS Resolve collects data in the following ways:

Through any online forms or requests you complete on our website to instruct our services;
And throughout the resolution process and correspondence with both parties in the lead up to our appointment.
From other parties to the tenancy

Why we collect personal information

SDS Resolve collects personal information in order for us to fulfil the contract for services we have with our customers. We collect tenant and landlord/agent info in order to facilitate negotiations between parties. We are processing the data with a legitimate purpose to offer the services which a landlord instructs us for.

How we use your personal information

SDS Resolve uses your data in order to process resolution appointments and attempt to resolve a dispute between two parties.

SDS Resolve will always ask for consent before using any information for a purpose other than those set out in this privacy policy.

SDS Resolve processes personal information on our servers throughout the United Kingdom and the EU in accordance with current and incoming legislation. SDS may therefore process personal information on a server located outside of the country where you live.

Sharing information

SDS Resolve is operated by SafeDeposits Scotland. All data will be stored within SafeDeposits Scotland and may occasionally be shared with our partner company Tenancy Deposit Scheme for the purposes of access by the group Data Protection Officer.

We do not share personal information with third party companies outside of SDS Resolve, but the information will be stored on our secure serves which may be accessed from time to time by our Technology and IT partners who maintain and service the system for us.

Consent

Where you choose to engage our services, you accept that we will process the data as necessary in order to fulfil our duty to provide a resolution between two parties.

Legal reasons

We retain the right to share your information with organisations or individuals if we reasonably believe in good faith that disclosure of information is necessary to:

Fulfil an applicable law, regulation or legal process.
Fulfil an enforceable Government request.
Protect vital interests of a data subject (e.g. life or death situations, vulnerable situations) and performance of a task in the public interest.
Address fraudulent activity including in the prevention or detection of it.
Address a security issue.
Address a technical issue.

SDS Resolve reserves the right to share non-personal information publicly and with our partners for educational purposes, publication of annual reviews or publication of statistics.

Our Data Processors

Information may be disclosed to third parties who SDS Resolve hold a contract with for data processing circumstances such as our website providers.

Accessing and changing your information

If you wish to update your personal information as held by SDS Resolve, you are able to do this by making a request directly with us. However, please note that we will not be able to amend any timestamped forms or documents.

Your rights

Under the General Data Protection Regulations (GDPR), you have a number of rights regarding the data we hold for you. SDS wants to ensure our customers are aware of their rights and how we ensure they are met:

Right to rectification – Your right without undue delay to rectification of inaccurate personal data. Our customers are able to update their personal details online under their account or alternatively, can contact SDS for help updating details.

Right to erasure – Your right to the deletion of your personal data. SDS will consider a request for data erasure on a case by case basis depending on whether SDS must retain the data for legislative purposes.

Right to restrict data processing – Your right to obtain from us restriction of data processing. SDS will consider the GDPR circumstances that may be relevant around any request. Where processing restrictions are granted, such personal data will only be processed with consent or in relation to legal claims.

Right to data portability – Your right to receive personal data in a structured, commonly used format. You are able to find your personal data under your account. Alternatively, SDS will provide all data held for you in a readable format.

Right to object – Your right to object at any time to processing of personal data. SDS will only proceed with processing if we have compelling legitimate grounds for processing after an objection to processing.

Right to not be subject to automated-decision making – SDS will not subject any individual to automated-decision making.

Subject access requests and complaints

All individuals are entitled under the Data Protection Act to request a copy of the information an organisation holds on them. An individual who makes a written request and pays any fee applicable is entitled to:

Information on what data SDS Resolve hold for you.
Clarification on whether any personal data is being processed.
Reasons why any personal data is being processed.
A copy of the data held.

SDS Resolve will deal with any subject access requests within 30 days in accordance with GDPR.

To make a subject access request please send your full name to the following email: applications@sdsresolution.com

To make a complaint or for further information regarding personal information held by SDS Resolve on yourself, please email: applications@sdsresolution.com

You have the right to make an enquiry or complaint to the Information Commissioner’s Office (ICO) if you are unhappy with our use of your data. Further details can be found on the ICO website.

Retention of information

All information will be stored securely and is disposed in a secure manner when no longer required.

In the event that both parties agree to our service, we will collect data throughout the process and store it for 12 months after the appointment has been completed.

If one party does not consent, we are unable to proceed and we will delete the request for our services, and all personal information at this point and close the case.

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