Privacy Policy

 

Introduction

This page tells you about how, why and when we use your personal information. Protecting your privacy is our priority and we’re committed to taking good care of any data that you share or we collect. If you have any questions about this, don’t hesitate to get in touch. We’ll be more than happy to help.

As a Credit Union, we’re big on trust. We will always:

  • Look after your personal information with the same care that we do your finances.
  • Use robust security processes to keep your personal details safe and sound.
  • Keep your best interests at heart and be transparent about how we use your information.

If after you’ve had a read, you’re still curious to find out more, just pop into an office or call us.

 

Who collects and uses your information?

Under data protection law, an organisation that decides how the personal information it collects and holds is used is called a ‘data controller’. We call this use of personal information ‘processing’. If you’re a member or customer of Voyager Alliance Credit Union, the data controller of your personal information is Voyager Alliance Credit Union.

When we say ‘Voyager Alliance Credit Union’, ‘we’, ‘us’, or ‘our’, we mean the Voyager Alliance Credit Union business that is the data controller of your personal information. 

Retail Credit Union is a trading name of Voyager Alliance Credit Union

 

What information does Voyager Alliance Credit Union collect and hold?

The information we might collect and hold about you includes;

  • Personal information to identify and contact you, such as your name, address, contact details and date of birth.
  • Information about your work or profession, your nationality, education and social and economic demographic.
  • Details of accounts and products you hold and/or previously held with us, and how you use them.
  • Information about your financial position and history, which may include source of funds and wealth.
  • Details of payments made to and from your accounts.
  • Details of products with other providers that you’ve told us about.
  • Personal information gathered from when you’ve applied for a product or service, including where an application was declined.
  • Details of when you contact us and when we contact you and access certain services (e.g. our app).
  • Details of the devices you use to contact us.
  • Information on your location, gathered from your mobile phone or other devices, where you access the internet or where you make a payment.
  • Details of how you use our website, app and online services.
  • Details you make public on social media e.g. Facebook.
  • Information about your interactions with Voyager Alliance Credit Union in office, online or by telephone.
  • Other information that you supply to us or that we obtain from our relationship with you. For example, information relevant to your personal circumstances or about your marketing preferences. This could include sensitive information (e.g. something you tell us about your health- we call this ‘special category data’).

When we talk about ‘information’ throughout this leaflet, we’re referring to all of the above.

 

 

Where does Voyager Alliance Credit Union collect information from?

 

Information we collect directly from you

Most of the information we hold about you comes directly from you. This includes information you give us when:

  • You apply for our products or services.
  • You update your information (such as when you change your address).
  • You visit us in office.
  • You speak to us on the phone (we may record some calls for training and quality purposes).
  • You use our website, Internet Banking or our App.
  • You send us letters, emails or other documents.

Sometimes, we might use other information in addition to this. For example, information about your account activities (e.g. details of payments you’ve made). In certain situations, we may use information that you’ve made public such as social media content too (e.g. when you interact with our social media profiles).

 

 

Information we gather from third parties

We might collect or receive information from certain third parties too. These include:

  • Credit reference agencies
  • Government bodies and agencies
  • HM Revenue & Customs and other tax authorities
  • Regulators
  • Law enforcement agencies
  • Fraud prevention agencies
  • The Electoral Roll and other sources of publicly available information
  • Companies and organisations that introduce you to us
  • Financial advisers
  • Tracing and debt recovery agents
  • Organisations providing data services to support us in managing our relationship with you and operating our business

 

 

 

Information gathered from people acting on your behalf

Sometimes, we’ll need to collect information from people acting on your behalf. This could be from a trustee, parent, guardian or someone who holds a Power of Attorney. If someone acting on your behalf provides this information, we’ll record what’s been provided and who gave it to us.

In the event you’re providing information about another individual, we’ll assume that you have told them that you are sharing their details and where they can find more information on how we may process their details.

Find out more about this in the ‘Using your information when you’re not a Voyager Alliance Credit Union member’ section.

 

 

How does Voyager Alliance Credit Union use your information?

 

Examples of how we use your information

We collect and use your information so we can open and manage your accounts, provide services and also operate our business. Examples of how we use your information include:

  • To check your identity and confirm that it is you.
  • To manage your accounts and your relationship with us.
  • To check your credit reference and make sure products are affordable.
  • To confirm your income and outgoings.
  • To prevent and detect fraud and financial crime.
  • To help you in challenging times and for debt recovery.
  • To enhance your experience and our products and services.
  • To share relevant marketing about our products and services.
  • To meet our legal and regulatory obligations.
  • To test our systems and processes.

 

 

When we can use your information

We’re able to use your information for the purpose outlined above, where one of the following applies:

  • We use the information to carry out our obligations to you, as part of an agreement between you and Voyager Alliance Credit Union.
  • We must use the information to comply with the law or in the public interest.
  • We use the information to carry out our legitimate business interests.
  • You have given us consent to use the information.
  • We use your information to protect your vital interests (e.g. in very exceptional circumstances when we believe it’s in your best interests).

You’ll find out more about how we use your information in the sections below.

 

 

Checking your identity and confirming it is you

We collect and use your personal information to check your identity when you open an account, product or service with us, and from time to time throughout our relationship.

 

How do we use your information in this way?

We use your information to check that it’s you when you open an account. To do this, we collect and share your information with databases held by credit reference agencies and fraud prevention agencies. This is so that we can verify your identity.

 

Why do we use your information in this way?

It’s all about keeping your money and personal details safe. We check your identity to:

  • Make it harder for criminals to use false names and addresses, steal the identities of innocent people and access financial products and systems by pretending to be you.
  • Help prevent fraud and stop money laundering.
  • Uphold our legal obligations and complete necessary due diligence checks to make sure we know our members.

We may also check your identity for our legitimate business interests. For example, to follow guidance and best practice set out by our regulators. However. We’ll always make sure that the way we process your information is not unfair to you. In certain circumstances, you have the right to object to us processing your personal information. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information?’ section.

 

Helping to manage your accounts and relationship with us

We need to use your personal information to keep in touch with you, take care of your accounts, products and services, and look after your membership. We’ll collect and us your details to:

  • Process your application for a product or a service with us, either directly with us or through an intermediary.
  • Provide services based on your relationship with us e.g. administering payments through your account or paying interest on a savings product.
  • Provide members with access to additional, secure ways to pay.
  • Manage your membership with Voyager Alliance Credit Union and keep in touch with you.
  • Send you communications to service your accounts, products and services.
  • Manage any queries or complaints you might have.
  • Make sure the data we hold about you is correct and up-to-date.

In managing your accounts and relationship with us, we may use information we already hold about you (e.g. your address and contact details). This is so we provide you with the best experience and ensure that we hold consistent and correct information about you across our systems.

 

 

How do we use your information in this way?

We’ll process your information in this way when it’s required as part of the terms and conditions agreed between us, and also when you ask us to carry out activities that need your authorisation (e.g. when you ask us to make a payment).

We may need to use your information when it’s necessary for our legitimate business interests. This will mainly be so that we can uphold our commitment as a responsible lender, follow guidance from our regulators and protect our member’s financial security. We’ll always ensure the way we process your information is safe and not unfair to you. More information is available about this in the table below.

You have the right to object to us using your information for legitimate interests. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information?’ section.

 

 

When do we process your information?

Why do we process your information?

Who might we share your information with?

When you apply for a product or service with us, either directly or through an intermediary.

It’s part of your agreement with us that you’ll provide us with a certain amount of information before we can offer you a product.

When applying for a credit product, decisions are often made through automated means. This is so that we can work out your eligibility and whether we’re able to enter into an agreement with you.

You’ll find more information on this under the ‘Automated decision making’ section.

Credit reference agencies, fraud prevention agencies.

People or organisations acting on your behalf.

When providing the services and benefits offered as part of your relationship with us. For example, when administrating payments or paying interest on a savings product.

It’s part of your agreement with us that we will provide you with these services.

We use your information when providing your services to ensure:

-           You can maintain access to your products

-           You can continue to meet the eligibility requirements for the product

-           You can manage your money and outgoings effectively

This allows us to be fair and consistent in the way we treat our members, provide you with your information in a clear and concise way and ensure you receive the level of service you would expect.

There may be activities you request that we complete in relation to your account (e.g. send a payment) where we require your authority to continue.

HMRC- and other government agencies.

 

Credit reference agencies, fraud prevention agencies.

 

People or organisations acting on your behalf.

 

Payment processors (e.g. BACS).

 

Organisations providing data services to support us in managing our relationship with you and operating our business.

To manage and administer your membership with Voyager Alliance Credit Union.

This process is applicable for those who are, or have been a member of Voyager Alliance Credit Union.

If you are an eligible member of Voyager Alliance Credit Union, we are legally obliged to provide you with information in relationship to your membership.

Suppliers acting on our behalf.

To provide members with access to services that suit their needs (e.g. when using and registering a mobile app).

It’s part of your agreement when registering for the service that you’ll provide certain information to us or we’ll use information we already hold about you.

 

Voyager Alliance Credit Union has a legitimate interest where it is necessary to collect certain information about the device used to access our digital services, so we can create a device ID which is held within your member profile. This is so we can have appropriate controls in place to protect your financial security as well as that of our other members when using these services.

 

Just so you know- Voyager Alliance Credit Union does not use the device ID created for any other purpose than protecting your financial security.

Suppliers acting on our behalf.

To send you communications to service your account.

As part of your agreement with us, we need to send you certain communications such as statements or confirmation of interest rates.

 

We also have legitimate interests to send certain service communications, where necessary. This is due to our obligations as a responsible lender, our regulator’s guidance and best practice. We’ll make sure the way we process your information is not unfair to you.

Suppliers acting on our behalf.

When do we process your information?

Why do we process your information?

Who might we share your information with?

To manage your queries and complaints.

We have legitimate interests to use your information where necessary to investigate and respond to any complaints you have raised with us.

 

This is because we are committed to resolving any queries and complaints in a timely manner and will need to process your information to do so. We also have to comply with our regulatory obligations and guidance. We will make sure the way we process your information is not unfair to you.

Financial Ombudsmen Service and regulators, such as the Information Commissioners Office (ICO).

 

Third parties on your behalf (with your authority) e.g. solicitors.

To make sure the information we hold about you is accurate and of good quality.

We have legitimate interests to analyse the quality and completeness of our data and the information we hold about you were necessary.

 

This is because data quality I vital to us. We’re required by law to provide reports to our regulators to ensure that data is in line with Business Validation rules and can be used to make strategic decisions. We’ll make sure the way we process your data is not unfair to you.

 

Suppliers on our behalf.

 

Aggregated level information may be disclosed to regulators.

       

 

 

 

Checking your credit reference and making sure products and services are affordable

Sometimes, we’ll need to share your personal information with a credit reference agency to check that a product or service is right for you.

We do this to:

  • Assess your credit worthiness and consider whether we believe you can afford to take out a product or service.
  • Check the information you have provided to us is accurate.
  • Prevent criminal activity and financial crime, including fraud and money laundering.
  • Manage your ongoing relationship with us.
  • Trace and recover debts.
  • Make sure any offers we propose are appropriate (when we have the right to do so).

Two things you need to know about credit referencing:

  1. When we ask a credit reference agency to do a search on our behalf, this may leave a search footprint on your credit file that may be seen by other lenders. This happens whether or not you, or Voyager Alliance Credit Union, choose to proceed with the application.
  2. The number of searches carried out may have an impact on credit decisions made by us and other lenders.

 

 

Why do we share your information with credit reference agencies?

We’ll share your information with a credit reference agency when it’ necessary in line with our terms and conditions agreed between us. This could be when you’re applying for a product or as part of our ongoing relationship with you.

We also collect and use your information to help us improve our credit risk systems and policies to ensure we meet the needs of our members. Discover more about this in the ‘Enhancing your experience and our products and services’ section.

As a responsible lender, it’s in our legitimate business interests to make sure that the products we provide you are affordable and suitable for your circumstances. So, we share your information with credit reference agencies to check that we have sufficient data to make well-informed decisions about offering credit- decisions that don’t put you at risk. It also helps to make sure other lenders have a clear picture of your credit history and how you manage your finances, so they can assess the affordability of their products and services.

We believe it’s in the interest of you, Voyager Alliance Credit Union and other lenders to allow fair decisions to be made when offering credit.

You have the right to object to us using your information for our legitimate interests. You can find out more about this, and you other rights, in the ‘What are your rights around your personal information?’ section.

 

More about credit reference agencies

There are three key credit reference agencies that we may use. Take a look at their Credit Reference Agency Information Notices (CRAINs) to find out more about them, the data they hold (and for how long), the way they use and share your information, how they prevent fraud and your data protection rights. Their details are as follows: Call Credit: callcredit.co.uk/crain; Equifax: equifax.co.uk/crain; Experian: experian.co.uk/crain

 

 

Preventing financial crime

At Voyager Alliance Credit Union, our members safety is our number one priority and that’s exactly why we collect and use your information to confirm, you are who you say you are. This is to help stop financial crime including fraud and money laundering.

 

 

How do we use your information in this way?

We share your personal information with fraud prevention agencies to help prevent financial crime. If required for fraud or criminal investigation reasons, we (and the fraud prevention agencies) may also allow law enforcement agencies to access and use your information.

 

 

 

What information do we share?

The personal information we might need to share in this way includes:

  • Your name
  • Your address
  • Your date of birth
  • Your financial information
  • Your employment details
  • Identifying information (such as your IP address).

We’ll share your information in this way when it is necessary as part of the terms and conditions agreed between us, either when you are applying for a product or as part of our ongoing relationship.

 

 

Why do we share your information this way?

We have a legitimate business interest to check people’s identity, to identify and prevent financial crime including fraud and money laundering. Sharing your information in this way, when necessary, allows us to protect your financial security as well as that of our other members. It also makes sure we are complying with the law.

You have the right to object to us processing your information in line with our legitimate interests. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information?’ section.

 

 

What happens if a financial crime risk is detected?

We take financial crime seriously. If we, or a fraud prevention agency, believes that someone poses a financial crime risk then we may refuse to provide the services that they’ve asked for. We can also stop providing services they already have with us.

A record of and fraud risk will be kept by the fraud prevention agencies and this could mean that other providers refuse to offer products or services. Fraud prevention agencies can hold onto someone’s personal data for different periods of time, depending on the situation. If someone is considered a fraud risk, their data can be held for up to six years.

If fraud prevention agencies transfer your personal information outside of the European Economic Area (EEA), they impose contractual obligations on the recipient to protect your personal information to required standards. They may also ask the recipient to subscribe to international frameworks that enable data sharing.

 

 

Providing products and services from our partners

Sometimes, we might need to collect and use your information to provide, introduce or distribute products by one of our partners (e.g. an investment product).

 

 

How do we use your information in this way?

We’ll share necessary information with our partners when:

  • When you hold, or are applying for an investment product underwritten and managed by one of our partners.
  • Discussing any queries or complaints that may arise.
  • To help them provide products and services to us.
  • We need to update them about a change to your address or contact details.

Our partners will also collect and use your information to manage the products and services that you have with them. This then makes them the ‘data controller’, they’ll provide more details on how they process your information at the time when it’s collected by them or shared by Voyager Alliance Credit Union.

When selecting our partners, we take appropriate steps to make sure that they have adequate protection in place and they follow the data protection legislation.

 

 

Why do we need to use your information for this?

We’ll use your personal information to meet the promises we’ve made in the terms and conditions of your product or service. We also use your information to understand your needs so that we can accurately advise on the products and services that are right for you.

We may also use it for legitimate business interests. For example, when we need to make sure the terms you’ve agreed to will be upheld, or to follow best practice from regulators.

We’ll always keep your best interests at heart and make sure that the way we process your information isn’t unfair to you.

You have the right to object to us using your information for legitimate interests. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information?’ section.

We may also need to ask for ‘special category data’ (such as information about your health) from time to time, to check whether certain products and services are suitable. You’ll find more about this in the ‘Collecting ‘special category’ and sensitive personal information’ section.

 

 

Helping in challenging times and with debt recovery

We collect and use your personal information to:

  • Assess the likelihood that your circumstances have changed.
  • Work with you through challenging times, by understanding and supporting your needs.
  • Recover any outstanding money owed to us (this could include trying to locate you).
  • Help us decide on any further action we may need to take in order to recover money owed (e.g. whether we need to consider legal action or using a debt recovery agent).

 

 

How we use your information in this way?

We’ll process your information in this way when it’s necessary to meet the promises we’ve made in the terms and conditions of your product or service, and also when you ask us to carry out activities that need your authorisation (e.g. when you’ve requested for someone to act on your behalf).

When necessary, we’ll share your information with individuals and organisations that you have asked to act on your behalf (e.g. Citizens Advice) as well as credit reference agencies, solicitors, tracing and debt collection agencies.

We may also use your information for our legitimate business interests. Rest assured, we’ll always ensure the way we process your information is safe and not unfair to you. More information is available about this in the table below.

You have the right to object to us processing your information for legitimate interests. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information?’ section.

 

When do we process your information in this way?

Why we process your information in this way?

Who might we share it with?

To assess the likelihood that your circumstances have changed.

As part of our legitimate business interests, we might need to use your information to identify members who might be experiencing financial difficulty. We’ll do this using information we have on our records and information collected from credit reference agencies.

 

We do this so that we can lend responsibly and follow best practice guidance from our regulators. We’ll always make sure that the way we process your information isn’t unfair to you.

People acting on your behalf.

 

Credit reference agencies as part of managing your ongoing relationship with us.

 

Suppliers acting on our behalf.

To work with you through challenging times, understanding and supporting your needs.

 

To recover any outstanding money owed to us (this could include trying to locate you).

 

To help us decide on any further action we may need to take in order to recover money owed (e.g. whether we need to consider legal action or using a debt recovery agent).

As part of your agreement with us, we have the ability to recover any outstanding debts (e.g. is you miss a payment).

 

We have a legitimate business interest to use your information to provide a tailored and personal approach to accommodate your needs and specific circumstances when necessary.

 

We may also need to use your information to uphold our contractual rights to recover our debt, be a responsible lender and follow our regulators’ guidance and best practice. We’ll make sure the way we process your information isn’t unfair to you.

 

In carrying out these activities, you may provide us with special category data, such as health information so that we can provide you with the service and/or additional support that may be required.

 

In most cases, we’ll ask you for your consent when collecting this information. However, if you contact us by post or online, we will assume you are happy for us to record the information- unless you tell us not to.

 

When we ask for ‘special category data’ you have the right to withdraw your consent. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information?’ section.

 

This won’t affect any use we have made of the information before you withdrew your consent.

Credit reference agencies:

-           If you miss a payment.

-           If we have agreed a repayment plan or debt management plan with you.

-           When we are trying to locate you.

 

Debt recovery and tracing agents that we’ve instructed. They may contact credit reference agencies.

 

Suppliers acting on our behalf.

 

People acting on your behalf- including individuals or organisations such as Citizens’ Advice Bureau.

 

Government bodies and agencies where we are required or permitted to do so.

 

The Insolvency Service if we’re notified that you are declared bankrupt or have entered into a IVA.

 

 

Information about defaults

We’ll always look to work with you if you get into financial difficulty, so please get in touch with us first if you’re struggling to make repayments.

If we fail to reach an agreement to repay the debt, we’ll issue a notice that gives you 28 days to bring your payments up to date. If you don’t bring your payment up to date by then, we’ll record a default with credit reference agencies and this will remain on their records for up to 6 years.

 

Sharing relevant Marketing about products and services

 

How do we use your information in this way?

We want you to get the most out of your relationship with Voyager Alliance Credit Union. One of the ways we might help you to do this is by using the contact details that you’ve supplied to us to send you marketing information about products or services we think you’ll find interesting. For example, it may be a monthly e-newsletter keeping you updated on what’s happening with your credit union. Or it could be information about a new type of savings product, designed to help your nest-egg grow quicker.

 

We also collect and use your information to help us plan and tailor the delivery of our marketing campaigns. Discover more about this in the ‘Enhancing your experience and our products and services’ section.

 

Your marketing preferences, your choice

When it comes to receiving marketing, you’re in control. And you’re free to choose if you want to hear from us at all and how, whether that’s by post, phone, email or through messages through our mobile app. It’s also totally fine if you change your mind. As a member, you can update your marketing preferences at any time:

  • Via our mobile app under my preferences?
  • At the bottom of any email we send you
  • By calling us on 0151 4890402
  • By visiting or writing to us at: Hyde Road Depot, Ardwick, Manchester, UK M12 6JS
  • By emailing us on: info@vacu.org.uk

You have the right to object to us using your information for legitimate interests. You can find out more about this, and your other rights in the ‘What are your rights around your personal information?’ section. Just so you know, if you do submit a ‘right to object’ request we will stop sending you marketing messages tailored to you. However, you might still see some general marketing messages from us, but these won’t be targeted to you.

 

 

 

Meeting our legal and regulatory obligations

At Voyager Alliance Credit Union, we’re required to collect and use your personal information in a number of circumstances to meet our legal and regulatory obligations.

These include using your personal information to carry out a range of activities that ensure we comply with the requirements set out by our regulators (e.g. Financial Conduct Authority- FCA- and Prudential Regulation Authority-PRA) and in relevant legislation (e.g. Data Protection Legislation & Anti-Money Laundering Regulations). We may also disclose information to HMRC and other government bodies when we are required or permitted to do so.

 

 

How do we use your information in this way?

Sometimes we are required by law to produce reports or statistical modelling that we disclose to our regulators or government bodies (e.g. when we need to report our complaint statistics to the FCA).

In certain circumstances, we’ll process your personal information in this way for our legitimate business interests. This is when we have legal obligations to process your information but flexibility in how we do this. For example; when data protection legislations govern that we need security controls in place to make sure your information is not disclosed to the wrong person. To comply with this obligation, we have stringent identification and verification processes in place when you open a product, together with numerous security controls (e.g. our authentication process to identify you when you use our products and services).

You have the right to object to us using your information for legitimate interests. Find out more about this in the ‘What are your rights around your personal information?’ section.

 

Enhancing your experience and our products and services

We’re constantly looking to improve how we do things- and understanding more about you helps us to do exactly that.

We collect and use your personal information to help us make our business better, improve products and services and enhance how we engage with members. This includes:

  • Enhancing your experience in branch, online and on the phone so we can provide the best possible service now and, in the future.
  • Understanding your needs and looking at how you engage with Voyager Alliance Credit Union.
  • Creating and improving the products and services we offer.
  • Develop and improve our processes, credit risk systems and policies so that we can meet the needs of our members.
  • Planning & tailoring how we communicate and provide relevant content to you.
  • Developing our business and understanding how we’re performing as a Credit Union.

 

 

Why do we use your information in this way?

We might use your information in this way when it is in our legitimate business interests. Your information and views help us to understand the ever-changing needs of our members, putting you at the heart of decisions we make about our products and services. By doing this, we can keep evolving what we offer and growing as a credit union.

We’ll always make sure the way we process your information is safe and not unfair to you. Where possible, we’ll keep your details anonymous and use your information only to produce statistical information.

You have the right to object to us using your information for legitimate interests. Find out more about this in the ‘What are your rights around your personal information?’ section.

 

Testing and improving products, services and systems

We’re constantly looking to improve our products, services and systems. And, when it’s essential, we may use your personal information for testing so that we can make them even better.

 

How do we use your information in this way?

We have stringent processes in place to keep your personal information safe and we won’t use it in a way that’s unfair to you. When we use your personal information for testing, we:

  • Always do this in a secure and controlled environment.
  • Only use the minimum amount of data necessary for the testing.
  • Only use carefully selected specialist service providers, where necessary.
  • Only hold information in this way for as long as needed to carry out testing.

 

 

Why do we use your information in this way?

Using your information for testing is necessary for our legitimate business interests as it allows us to maintain and improve the security, integrity and performance of our systems. Also, being able to develop systems with members in mind enhances the experiences you have with Voyager Alliance Credit Union.

You have the right to object to us using your information for legitimate interests. Find out more about this in the ‘What are your rights around your personal information?’ section.

 

 

Who might we need to share your information with?

Your information will be shared:

  • Within the Voyager Alliance Credit Union business.
  • With partners and suppliers that support the operation of the business.
  • With specific third parties that you’ve authorised us to deal with (e.g. family members or representatives for you).
  • With third parties, when we’re required to do so under the terms of engagement.

Where necessary, we may also share information with other organisations including:

  • Credit reference agencies
  • HM Revenue & Customs and other tax authorities
  • UK Financial Services Compensation Schemes
  • Regulators e.g. FCA
  • Financial Ombudsman Scheme
  • Law enforcement agencies
  • Fraud prevention agencies
  • Government bodies and agencies
  • Payment processors (e.g. BACS)
  • Organisations providing data services to support us in managing our relationship with you and operating our business

You’ll find out more about when we’d need to share your information with partners in the ‘Providing products services from our partners’ section.

If you’ve authorised us to, or in exceptional circumstances when we believe it’s in your interests, we might also share your information with healthcare or other wellbeing organisations. But we’ll only share the minimum amount of information needed (for example, your contact details).

Also, in the event that we transfer, sell or merge parts of our business, your information will be shared according

 

 

Sending your information outside the UK

We may transfer personal information to countries outside the UK when:

  • You request us to do so.
  • We’re required or permitted to by law.
  • We’re sharing data with a third party to support us in managing your account and running Voyager Alliance Credit Union.

When working with our suppliers and/or transferring information to countries outside the UK, we take appropriate steps to ensure that there is adequate protection in place and that data protection legislation is followed.

This could be by:

  • Ensuring that we transfer information to countries that we believe have comparable data protection legislation to the UK.
  • Putting suitable clauses in our contracts so that organisations take appropriate steps to comply with UK data protection law.

If you would like more information on this, please do not hesitate to get in touch.

 

How long do we keep your information?

Our aim is to keep your information for as long as we need to, in order to manage your relationship with us and comply with legal and regulatory requirements.

We’ll aim to keep your personal information for:

  • As long as you’re a member of Voyager Alliance Credit Union.
  • Up to 12 years after your account, product or service has closed or ceased.

We may keep your information longer than indicated if we cannot delete it for legal, regulatory or technical reasons.

Some information may not be kept for the lifecycle of your account e.g. call recording.

 

Keeping your information safe

We’re committed to taking good care of your personal information and keeping it safe. We have stringent security measures in place to keep it well-protected.

 

Your relationship with Voyager Alliance Credit Union

How long we hold your information for

You are interested in taking out a product with us.

We’ll keep the information we have collected between 18 months and 6 years, depending on the stage of the application process you are at (e.g. whether you choose to take a loan or not with Voyager Alliance Credit Union but we have completed a credit check against you).

You are a member.

We’ll keep the information we hold about you as long as you are a member.

There may be times when we don’t need certain pieces of information about you while you’re a member, such as data we collect and use about you when developing our products and services.

You used to have an account with us but it’s closed now.

For most products and services, your information will be retained for 6 years following the closure of your accounts.

 

Just so you know: Sometimes, due to legal and regulatory obligations, or for technical reasons, we’ll need to keep your personal information for longer periods of time. For instance, when completing statistical analysis for our mandatory reporting requirements.

 

What are your rights around your personal information?

You should have individual forms/templates available (ideally online where the requests can be just submitted). You should also have documented processes in place to support the below rights and your compliance in the eyes of the ICO.

You have certain rights when it comes to your personal information and there are a number of requests you can make. When you submit a request, we’ll review it and get back to you as soon as possible- always within a month.

Your rights are explained below:

 

1.       The right to access your information

You can ask us for a copy of any information we hold on you. This is called a Data Subject Access Request (DSAR).

To make a Data Subject Access Request, please put it in writing and we will review your request and get back to you within one month. When we provide you with a copy of your personal information, we’ll also provide an explanation of how it’s being used. If you’d like to find out more about this, and your other rights please do get in touch.

 

 

2.       The right to rectify your information

You have the right to ask us to correct information that you feel is inaccurate or incomplete, or both.

You can ask us to correct your information, please put it in writing and we will review your request and get back to you within one month.

If we’ve shared your information with other organisations, then we’ll do our best to let them know that you have asked for the information to be rectified.

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

3.       The right to restrict how we use your information

In certain circumstances, you have the right to restrict us from processing your information and further or deleting it. To do this, please put it in writing and we will review your request and get back to you within one month.

Just so you know, there are some things that we need to use your information for. For example, to take care of your accounts, products or services, to help protect you from fraud and to fulfil legal and contractual obligations. And, if processing is restricted, we’ll continue to store your information and process it as required by law.

If we’ve shared your information with other organisations, then we’ll do our best to let them know that you have asked for the information to be restricted.

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

4.       The right to object to how we use your information

In certain circumstances, you have the right to object to the way we process your information. For example, when we’re processing your information for direct marketing or if you feel that us processing your information for legitimate interests is causing you such a level of damage or distress that you would like us to stop.

You have the right to object to us processing your information. To do this, please put it in writing and we will review your request and get back to you within one month.

Just so you know, there are some situations where we won’t stop processing your information despite your objection. We’ll review your request and let you know our reasons for agreeing or no agreeing.

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

5.       The right to erase your information

In certain circumstances, you have the right to have your information erased. Please note that we may not be able to agree to your request if we cannot delete your information for legal, regulatory or technical reasons. To request for your information to be erased, please put it in writing and we will review your request and get back to you within one month.

If we’ve shared your information with other organisations, then we’ll do our best to let them know that you have asked for the information to be erased.

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

6.       The right to transfer your information- also known as portability

In certain circumstances, you have the right to ask us to transfer a copy of some of your information to you or to a new data controller (e.g. another financial provider). This applies when you have shared your information with us or it’s been collected with your consent or where collecting your information was necessary for the agreement between us.

To request for your information to be transferred, please put it in writing and we will review your request and get back to you within one month.

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

7.       The right to human intervention

In certain circumstances, you have the right to ask for an automated decision to be reviewed. To do this, please put it in writing and we will review your request and get back to you within one month.

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

8.       The right to complain to the regulator

We’re always here to help and you can contact us with any queries you have. If things don’t go as you expected, you can make a complaint by calling us, writing to us or popping into the branch.

If you still have unresolved concerns, you also have the right to complain to data protection authorities. The authority overseeing data protection in the UK is the Information Commissioner’s Office (ICO). Their contact details are below:

 

Information Commissioner Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Telephone: 0303 1231113

 

If you’d like to find out more about this, and your other rights please do get in touch.

 

 

 

 

9.       To withdraw your consent

Where we are relying on your consent to process any of your information, you have a right to withdraw that consent at any time. This will not affect any use we have made of the information before you withdrew your consent.

If you’re a member and have consented to marketing, you can change your marketing preferences at any time by contacting us by phone, email or in person. Find out more about this in the ‘Sharing relevant marketing about products and services’ section.

If you’d like to find out more about this, and your other rights please do get in touch.

To make a request against any of your rights please write to us at:

 

Voyager Alliance Credit Union

Hyde Road Depot

Ardwick

Manchester

UK

M12 6JS

 

Collecting ‘special category’ and sensitive personal information

From time to time, we may need to ask for personal details that might seem sensitive. For instance, a question about your health. This is known as ‘special category data’ and covers information about your health, racial or ethnic origin, politic opinions, religious or philosophical beliefs, trade union membership, criminal convictions, sexual orientation or biometric or genetic data.

We’ll only ask you for this information when we absolutely need to, and we use it to:

  • Understand and accommodate any additional needs you might have.
  • Understand any details about your health that we need to know about for the purpose of investment products.
  • Carry out any searches, as part of our regulatory obligations that require us to identify if someone has or might have a criminal conviction.

More information is available about this in the table below.

 

 

How do we collect your information in this way?

In almost most cases, we’ll ask for your consent when collecting special category data. However, if you write to us or send a secure message containing this type of information, then we’ll assume that you’re happy for us to record it- unless you tell us not to. If someone acting on your behalf provides this information, we’ll record what’s been provided and who gave it to us.

You have the right to withdraw your consent to us recording special category data any time. You can find out more about this, and your other rights, in the ‘What are your rights around your personal information’ section. This will not affect any use we have made of the information before you withdrew your consent.

 

What special category data might we ask for?

Why do we process this special category data?

Who might we disclose this special category data to?

Details about your health and disability.

So that we can understand your specific circumstances and provide you with the service and/or additional support that’s needed.

 

In some cases, then information may be used to make decisions as to how we contact you as part of our relationship with us. For example, you might ask us to send communications in large print.

 

In most cases, we’ll ask for your consent when collecting this information. However, if you contact us by post or online, we will assume you are happy for us to record the information- unless you tell us not to.

We will only disclose this special category data when we have your authority to do so.

Searches made, as part of our regulatory obligations, which identify that someone has or may have a criminal conviction.

We run searches with fraud prevention and credit reference agencies, in certain circumstances, and these may provide information about someone’s criminal convictions.

 

We use this information to detect and prevent fraud, unlawful acts and money laundering as it is in the public interest to do so.

Information is shared with fraud prevention, credit reference and, if necessary, law enforcement agencies.

 

Information obtained during your relationship with us e.g. payments to a trade union or political party

We use details of payments made to/from your account so that we can make the payment you have requested, and/or make sure you receive any payments made to you. This may include details of a payment to a trade union or political party.

 

We may also become aware that you have a criminal conviction, e.g. if your address is updated to that of a prison.

Information is shared with third parties to process payments.

 

 

 

 

 

Automated decision making

 

What information do we use to make these decisions?

At Voyager Alliance Credit Union, we sometimes use advanced technology to make automated decisions about our members. This could be when you’re applying for a product, service or account with us, or as part of our ongoing relationship.

 

 

When do we use automated decision making?

  1. To assess your application and check if we can approve you for credit, to make sure that we’re lending responsibly.
  2. To assess if we can offer you a financial product and work out the level of interest that you’ll pay. This helps us make sure that we’re fair and consistent in our offerings.
  3. To check if someone’s making a fraudulent application or if there’s activity on your account that needs further review. This is so we can protect your money and protect you from financial crime.
  4. To decide if you are, or continue to be, eligible for the product or service you’ve chosen.

 

 

What information do we use to make these decisions?

For automated decision making, we use information that we’ve collected or hold about you from your applications. Sometimes, we might also use information from other sources such as credit reference agencies or fraud prevention agencies- but we check this against the information you give us. Find out more about this in the ‘Where does Voyager Alliance Credit Union collect information from?’ section.

 

 

Why we use your information in this way?

We use automated decision making to check that we can enter into an agreement with you, and also carry out our legal and regulatory obligations. Sometimes, it’s required by law (e.g. when complying with UK money laundering regulations).

In certain circumstances, you have the right to ask for a decision to be reviewed by a person. You can find out more about this, and your other rights in the ‘What are your rights around your personal information’ section.

 

 

Want to know about why we use your information for automated decision making?

You can find out more about automated decision making, and why and how we do this in the table below.

 

What information we put in

How we use this information

Why we do this and how it benefits Voyager Alliance Credit Union

·          Information you provide us as part of a credit application (e.g. income)

·          Information we already know about you (e.g. other products you hold with us)

·          Information about your transactions and how you use our services

·          Information about you held with credit reference agencies and fraud prevention agencies

·          To validate the information, you have provided us

·          To make sure our credit scoring system is fair

·          To make predictions on potential fraudulent behavior

·          To analyse the data to improve our services

·          To comply with our requirements as a responsible lender

·          To prevent fraud and any money laundering by keeping your money and identity safe

·          To make sure we are fair and consistent in how we treat our members

·          To make our processes efficient

·          To allow us to make offers to our members where we can e.g. a loan product

·          To manage our risk appropriately

·          To trigger alerts when there is unusual activity on your account

 

Using your information when you are not a Voyager Alliance Credit Union Member

From time to time, we might need to collect or use personal information from individuals who aren’t members of Voyager Alliance Credit Union. This could be when they:

  • Have a Power of Attorney or a third-party mandate to act on the member’s behalf.
  • Are the Personal Representative registering the death of a member.
  • Are supporting a member when English isn’t their first language.
  • Are raising a complaint but aren’t a member of Voyager Alliance Credit Union.
  • Are acting on behalf of our member, either in a professional capacity (e.g. solicitor) or a personal capacity (e.g. family member).

 

 

How do we collect or use this information?

In most cases, we’ll collect this information from the individuals directly. But there might be times when our members provide their details. If you’re providing information about another individual, we’ll assume that you have told them that you are sharing their details and where they can find more information on how we may process their details.

 

 

Why do we need this information?

We might need to use this information to confirm their identity, help manage others’ accounts, prevent fraud and engage with members.

We’ll only use this information if we have a legal reason or legitimate business interests to do so.

These individuals also have certain rights regarding their personal information. You can find out more about this in the ‘What are your rights around your personal information’ section.

 

 

 

Updating your personal information

 

Why it’s important to keep your personal information up to date

We need you to keep your personal details up-to-date so that we can get in touch with you about your account, product or service you have with us.

If you change your name, address, phone number or email address, please let us know straight away. You can update your contact details at any time by contacting us on 0151 48904402.

 

 

Your email addresses and Phone numbers

We only hold one email address, one home number, one mobile number, and one business number per member and these apply to all your products and services you have with us.

If you change your email address or phone numbers at any time, the new contact details you provide will replace all existing ones. This includes when you open a new account or product with us.

 

Contacting the Data Protection Officer

Voyager Alliance Credit Union’s Data Protection Officer (DPO) is responsible for protecting personal information held by Voyager Alliance Credit Union. You can contact them at the address below:

The Data Protection Officer

Voyager Alliance Credit Union

Hyde Road Depot

Ardwick

Manchester

UK

M12 6JS

 

How we use CCTV

For the safety of our members and our staff, we use CCTV throughout our offices.

How do we use your personal information in this way?

When we collect your information using CCTV, we:

  • Only use carefully selected specialist service providers, where necessary.
  • Will only hold your information in this way for as long as is needed.
  • Will only share it in very limited circumstances, such as when we’re permitted or required to comply with a legal or statutory requirement e.g. from the police.

We have stringent processes in place to keep your personal information safe, and we’ll never use it in a way that’s unfair to you.

 

 

Why do we use your information for this?

Using CCTV in our offices is necessary for our legitimate business interests. It helps us to provide a safe and secure environment for people who visit us or carry out business in our premises. It also supports us in detecting and deterring criminal activity.

You have the right to object to us processing your information in this way. You can find out more about this and your other rights, in the ‘What are your rights around your personal information’ section.

 

Cookies

To find out more about how we use cookies on our websites and digital services, please see our cookies page on https://www.voyageralliance.com/cookie-policy

 

Updating this notice

Just so you know: we’ll update this notice from time to time. If we make changes, we’ll try to let you know but it’s always a good idea to revisit the privacy section on our website when you can https://www.voyageralliance.com/privacy-policy

This notice was last updated on 1 November 2019.

Voyager Alliance Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 213596. You can confirm our registration on the FCA’s website fca.org.uk

Voyager Alliance Credit Union. Head Office: Voyager Alliance Credit Union, Hyde Park Depot, Ardwick, Manchester, UK M12 6JS.