These terms explain the basis upon which you can use our website and also explains how we use any personal information that we collect about you when you use this website. By using our website, you are bound by
You must only use our website for the legitimate management of an account.
You must not:
We may cancel or deny your access to our website at any time. We shall endeavour to provide you with our reasons for doing so, but there may be circumstances where we are unable or unwilling to do so.
You are responsible for keeping any username and password confidential. If you believe that your password has been disclosed, you must change it immediately. If you believe someone has unlawfully accessed your account, we ask that you inform us immediately.
do so and your rights as a data subject.
Hoist Finance UK Ltd (HFUK) is part of the Hoist Finance AB (publ) group of companies
and is the controller of the data we hold about you. We have been appointed by Hoist Finance UK Holdings 1
Limited (HFUKH1L) or Hoist Finance UK Holdings 2 Limited (HFUKH2L) or Hoist Finance UK Holdings 3 Limited
(HFUKH3L) (referred to jointly as HFUKH) to manage all matters related to debt collection, debt
administration and exercising the rights of the lender in relation to your account.
We use your information only for the purposes of debt collection, debt
administration, exercising the rights of the lender, and processes associated with servicing credit. This
could be to enter into a dialogue with you to agree on an appropriate payment plan or for us to better
understand your individual circumstances.
In order service your account appropriately and fairly, we process the following
categories of information, always subject to strict technical and organisational measures, such as access
rights and encryption, to keep your information secure:
Type of information
Reason for processing
Legal bases for our processing of your information
How long do we hold your information for
Contact and account information, including
your name, address, and details of previous communication with us, for example records and
recordings of telephone calls, emails, and mailings.
To be able to contact you, keep records of any previous
conversations or correspondence and in general keep a full and up to date understanding of
your circumstances with regards to your dealings with us.
Our legal basis for processing this information is based on our
legitimate interest in exercising the rights of a lender in relation to your account.
Once your account has been closed, we will hold your data to comply
with legal obligations to which we are subject, such as Anti Money laundering legislation
and DISP (Dispute Resolution Rules).
7 years from when account is closed, at which point it will be
deleted or anonymised (excluding call recordings, which are deleted after 12 months from
when the call took place). This is the default position for Hoist Finance UK Ltd.
Payment information, including your bank
account & sort code.
To be able to process payments in accordance with when you have
asked these to be taken and provide refunds if required.
Litigation information, including court
information and the specific outcomes and costs.
As part of our collection strategies we may take litigation action
against you. You will be notified prior to any action being taken, but in the event it is,
we will hold up to date and relevant information on all actions and outcomes so to be able
to provide you with the best level of service possible.
Credit reference information, including
historical addresses, credit application data, and CAIS information.
We require this information to help form a better understanding of
your circumstances as well as to improve the accuracy of the information we may already
Special Categories, including that
regarding your health or any other factor that may have an impact on your ability to deal
We are required by the UK’s Financial Conduct Authority, the
FCA, to take steps to understand the personal and financial circumstances of our customers
so we can provide the most appropriate and fair outcomes. This includes information to
understand if a customer is vulnerable so that we can ensure we treat them fairly and
appropriately. The processing of this information is therefore crucial to protecting
the interests of our customers.
We only process this information where you have provided consent for
us to do so. You have the right to remove this consent at any time.
We initially receive the information from the current owner of your account, our
We also get information directly from you, such as when you talk to one of our
colleagues or send us a letter, email or text providing us with information about your circumstances.
Furthermore, we may also obtain information from third parties in order to increase
the accuracy of the information we hold and/or to gain a better understanding of your circumstances. These
third parties are credit reference agencies, the Land Registry, and other organisations which provide
services to improve the quality of the data we hold about you.
We may also retain records of your access and use of our website to enhance your
experience. Please see the cookies page for further information.
We do not disclose your information except in the following limited circumstances,
which we believe you will understand:
We may share your personal information within the Hoist Finance AB (publ) group of
companies, to which we belong. For example, our IT infrastructure is managed at Group level. They help to
keep our systems operational and secure allowing us to provide the best services to you that we can.
We may share your personal data with carefully vetted organisations, which must
comply with our strict security and privacy requirements and follow our guidelines, for the following
To provide us with specialised services to run our business. For example, third
parties that we use to print and send letters or digital communications and help us run efficient and secure
IT infrastructure. Finally, we may also disclose your personal information to third parties:
In the vast majority of cases your information will be kept within the EU/EEA. Only
for limited purposes regarding technical support may data temporarily be processed from outside the EU/EEA.
Where data is processed outside of the EU/EEA we always make sure that there are appropriate safeguards in
place, such as the model contract clauses or binding corporate rules to ensure that your rights are
protected to the same high standard as under UK law. Where standard data protection clause as adopted by the
European Commission are used, a copy may be obtained by contacting us.
As a data subject you have the following rights regarding your information that we
Right to access: You have the right to request a copy
of the information that we hold about you. If you would like a copy of some or all of your personal
information, please request this from us directly. We will respond within one month of your request being
received. All requests for information will be free of charge unless deemed by us to be unfounded,
excessive, or for further copies of the same information. Any fee will be based on the administrative costs
of providing the information.
Right to rectification: We want to make sure that your
personal information is accurate and up to date. You may ask us to correct or remove information you think
is inaccurate. We may ask that you provide reasonable proof to verify your request.
Right to restrict processing: If you believe the
personal information we hold is inaccurate, unlawful, or that we do not have a legitimate interest to
process it, you can request that we restrict any processing until this is rectified.
Right to object to processing: Where your particular
situation merits that we do not process your information for the performance of a task carried out in the
public interest or based on our legitimate interest, you have the right to object to the processing.
Right to data portability: This right allows you to obtain
in a structured, commonly used format, and reuse the information you have provided to us for your own
purpose and have it transmitted directly to different services. This applies only to information we use
based on your consent or on basis of a contract.
Rights related to automated decision making & profiling: You have the right to safeguards against the risk of potentially damaging decisions being taken
without human intervention. This right applies where a decision is based solely on automated processing and
produces a legal effect or similar significant effect. If this is the case we must ensure you are able to
obtain human intervention, express your point of view, and have the opportunity to challenge it.
Profiling is defined as any form of automated processing intended to evaluate certain
personal aspects of an individual to analyse or predict aspects of their personal circumstances, behaviours
or abilities. Processing must be fair and transparent, use appropriate mathematical or statistical
procedures, use appropriate controls to minimise inaccuracies and secure personal data.
We do not perform any automated decision making or profiling in relation in processing your
Right to erasure (“right to be forgotten”): You may ask us to delete the information we hold on you where it is no longer necessary for
the purpose for which it was collected, where you withdraw any consent you provided for its processing,
where you object to our processing of it (see above), or where our processing is unlawful. Please note,
however, that we are also subject to certain legal obligations that prevent us from immediately deleting all
of your information. For example, we legally obliged to keep certain data for anti-money laundering purposes
for at least five years. However, any data we are prohibited from deleting will be blocked and erased after
we are no longer obliged to keep it.
Right to lodge a complaint: You have the right to lodge a
complaint with the UK supervisory authority, the Information Commissioner’s Office: https://ico.org.uk/.
We keep these terms and our privacy notice under regular review and we may change or
update this privacy notice at any time. Where we make any changes to our approach to data protection or the
way in which we use your data, we will place any updates to this notice on our webpage. Please visit this
webpage on a regular basis to see if there are any updates to this policy.
hold about you or the basis upon which we process such information: Hoist Finance UK Limited, Quays Reach,
Carolina Way, Salford, Manchester, M50 2ZY, 0800 121 6902.
You can contact our Protection Officer (DPO) at:
We keep these terms and our privacy notice under regular review and we may change or update this privacy notice at any time. Where we make any changes to our approach to data protection or the way in which we use your data, we will place any updates to this notice on our webpage. Please visit this webpage on a regular basis to see if there are any updates to this policy.