Last updated: 16 August 2026

1. Who we are

THE CLAIMS SPECIALISTS (UK) LIMITED (“TCS”, “we”, “us” or “our”) is a claims management business. We are authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities under

2. Scope of this policy

This Privacy Policy explains how we collect, use, disclose, retain and protect personal information when you use our website, contact us, communicate with us by telephone, email or WhatsApp, use our AI- assisted enquiry service, or otherwise engage with our accident-management and claims-related services.

3. Personal information we may collect

• Identity and contact details, including name, address, email address and telephone number.
• Accident and incident information, including date, time, location, circumstances, witness information and supporting evidence.
• Vehicle information, including registration, make/model, damage, roadworthiness, repair and recovery information.
• Insurance information, including insurer, policy number, claim reference and relevant correspondence.
• Third-party information relating to another driver, vehicle, insurer, witness or other person involved  in an incident.
• Taxi or private-hire information where relevant, including licensing authority, plate/licence details and use of the vehicle for work.
• Financial and loss information relevant to a claim, hire, repair or recovery.
• Health and injury information where relevant to a personal-injury enquiry or legal claim.
• Documents, photographs, videos, call notes, messages and other evidence you provide.
• Communications and customer-service records, including email, telephone, website chat and WhatsApp communications.
• CRM and case-management information, including claim status, workflow stage, staff notes, tasks and follow-up history.
• Website and device information, such as IP address, device/browser information, referral source and cookie or analytics information where permitted.
• Marketing preferences and records of consent or objections.

4. How we collect information

We may collect personal information:

• directly from you through our website, forms, telephone, email, WhatsApp, AI/chat assistant or face-to- face comunications;
• from a person acting with your authority;
• from insurers, solicitors, repairers, engineers, hire providers, recovery/storage providers and other organisations involved in a claim or accident;
• from introducers or referral partners where lawful and permitted; and from publicly available or regulatory sources where appropriate.

5. Why we use personal information and our lawful bases

Depending on the circumstances, we may process personal information for the following purposes and lawful bases:

6. Health information and other special category data

An accident or personal-injury enquiry may involve health information, which is special category personal data. Where we process this information, we will identify both a lawful basis under data-protection law and THE CLAIMS SPECIALISTS (UK) LIMITED | Company No. 06922209 | FRN 830096 | ICO Z1980587 an appropriate special-category condition. Depending on the circumstances, this may include processing necessary for the establishment, exercise or defence of legal claims, or another condition permitted by law.

7. HubSpot CRM

We use HubSpot as a customer relationship management (CRM) platform. Information relating to enquiries, contacts and claims may be stored in HubSpot so we can maintain records, allocate work, record communications, track progress, manage tasks and follow-up, and support compliance and reporting.

8. WhatsApp and other messaging services

If you communicate with us through WhatsApp Business or a WhatsApp Business/API service, the content of those communications and related metadata may be processed by the messaging platform and by service providers used to connect those messages to our systems. Relevant communications may also be recorded in our CRM or case record.

9. AI-assisted enquiry qualification

We may use artificial intelligence and automated tools to assist with initial enquiries. These tools may ask qualification questions, classify or route an enquiry, summarise responses, create or update CRM records, and help staff prepare customer communications.

Our intended workflow uses AI to support staff rather than to make final legal-liability decisions or promise that a claim will be accepted. Where information is unclear, liability or eligibility is uncertain, or the matter requires professional judgement, the enquiry should be escalated for human review. If we introduce any solely automated decision that has a legal or similarly significant effect, we will apply the safeguards required by applicable data-protection law, including appropriate information, the ability to seek human intervention and the ability to contest the decision where required.

10. Who we may share information with

Where necessary and lawful, we may share relevant personal information with:

• solicitors and other legal representatives;
• insurers, claims handlers and relevant third parties;
• vehicle repairers, engineers, recovery and storage providers;
• vehicle hire or credit-hire providers;
• medical agencies, experts or treatment providers where relevant and lawful;
• HubSpot and other CRM, hosting, communications and IT service providers;
• WhatsApp/Meta and any authorised WhatsApp Business solution or API provider used by us;
• AI technology providers and integration providers used to operate our enquiry workflow;
• professional advisers, auditors and compliance providers;
• law-enforcement bodies, courts, regulators or public authorities where required or permitted by law; and other recipients where you have authorised the disclosure or where it is otherwise lawful.

11. International data transfers

THE CLAIMS SPECIALISTS (UK) LIMITED | Company No. 06922209 | FRN 830096 | ICO Z1980587

Some technology or communications providers may process personal information outside the United Kingdom. Where restricted international transfers occur, we will use an applicable lawful transfer mechanism and appropriate safeguards where required.

12. How long we keep information

We keep personal information only for as long as necessary for the purposes for which it was collected and for applicable legal, regulatory, contractual, insurance, accounting, fraud-prevention and dispute-resolution requirements. Different categories of information may have different retention periods. The final published version of this policy should be checked against TCS’s documented retention schedule.

13. Direct marketing

We will only send electronic direct marketing where permitted by applicable law. Where consent is required, we will obtain it before sending the marketing. You can opt out of marketing at any time by using the unsubscribe method provided or by contacting us. Service messages about an existing enquiry or matter are not marketing.

14. Cookies and similar technologies

Our website uses cookies and similar technologies. Some may be necessary for the site to function, while others may be used for preferences, analytics, advertising, chat or integrations. Please see our Cookie Policy for more information and for the choices available to you.

15. Your data-protection rights

Depending on the circumstances, you may have rights to:
• be informed about how your information is used;
• request access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information in certain circumstances;
• ask us to restrict processing in certain circumstances;
• object to certain processing, including direct marketing;
• receive or transfer certain information in a portable format where the right applies;
• withdraw consent at any time where we rely on consent; and
• seek safeguards or human involvement in relation to certain automated decisions where applicable.

16. Complaints about data protection

If you have a concern about how we use your personal information, please contact us at

info@claimsspecialists.co.uk

call 01582 733222,

or message us on WhatsApp on 07535 937417. You  ualso have the right to complain to the Information Commissioner’s Office (ICO).

17. Security

We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. No system can be guaranteed to be completely secure.

THE CLAIMS SPECIALISTS (UK) LIMITED | Company No. 06922209 | FRN 830096 | ICOZ1980587

18. Changes to this Privacy Policy

We may update this Privacy Policy when our services, technology, suppliers or legal obligations change.
The latest version will be published on our website with the date of the update.