DIGITAL SECURE. Welcome Pack

Transcription

1 DIGITAL SECURE Welcome Pack

2 Contents Service Summary 4-6 Service Document 7-27 ID Fraud Helpline 10 Keystroke Encryption Software 12 Web Detect 14 Online Credit Report Access 16 Card Support Legal Assistance 21 Other Information 24 2

3 Welcome to Digital Secure Digital Secure provides a great collection of benefits that will help protect you from cybercrime, fraudsters and more. It is vital to spot any fraudulent activity as early as possible, and Digital Secure helps you to stay one step ahead of fraudsters. It s a simple and easy way to protect your identity, and resolve any issues before they escalate further. This booklet contains all of the information you need to get the most out of your Digital Secure benefit. We recommend that you take a few minutes to read through it as soon as you can. There are a few things you need to do before you can take full advantage of all the Digital Secure benefits. If you have any questions about your benefits you can visit protectyourbubble. my-hubb.co.uk or give us a call on *. Once you have read through this guide we recommend storing it somewhere safe for future reference. 3

4 Service Summary Any permanent UK resident aged 18 years or over who has purchased gadget insurance from Protect your bubble is eligible to purchase Digital Secure. Please take time to familiarise yourself with the content of this Summary. For full details of all the terms, conditions and limitations please refer to the Service Document. Assurant, which is a trading name of Lifestyle Services Group Limited (we, us, our) arrange and service the products that make up Digital Secure. Please read this document carefully. Principal features of Digital Secure ID Fraud Helpline - Advice, assistance and information Our dedicated website protectyourbubble.my-hubb.co.uk includes a risk calculator and some useful information to help reduce your chances of becoming a victim of identity theft. Advice is also available over the phone through our fraud helpline on *, and if you are concerned about your personal information or do become a victim of identity theft, we ll assign a dedicated case specialist to work with you to help restore your identity and secure your personal information. Keystroke Encryption Software We ll provide you with software to download on to your PC to provide protection against phishing s, websites and key logging malware. Web Detect We invite you to register your personal details with us as we search networks and sites around the world for stolen personal details. From the details you provide when taking out this product we will automatically enrol you into this benefit. You will benefit from on-going monitoring of your information and receive an should any of your details be considered at risk throughout your membership. We invite you to register further details through protectyourbubble.my-hubb.co.uk where you can also request to receive your alerts by text message. 4

5 Online access to your Credit Report You will have easy online access to your credit report. You can register for a monthly monitoring service which will alert you by text or of any significant changes to your credit history. This will give you the opportunity to act in any circumstances where your details have been used fraudulently. From the details you provide when taking out this product we will automatically enrol you onto this benefit. Card Support 365 Should your payment cards go missing, all you need to do is call one number *, or if calling from outside of the UK, 24 hours a day, 7 days a week, 365 days a year and your cards will be cancelled. Where card issuers allow, we can even order replacements for you too. CIFAS Registration We ll file a protective registration with CIFAS if after a loss of your data or payment cards you feel you may be a victim of fraud. Legal Assistance Through protectyourbubble.my-hubb.co.uk you can access legal assistance and we ll put you in touch with one of our carefully selected panel of solicitors where you will receive a free legal consultation on the area of law you require and discounted rates on your legal fees should you instruct a solicitor. Price Digital Secure is provided for a fixed fee of 1.99 per month or an annual fee of Duration This service will continue for as long as you wish. You will need to cancel by calling * if you decide you no longer want this service. Cancelling the benefit You have the right to cancel this Digital Secure benefit at any time. Cancelling your Protect your bubble Gadget Insurance will not automatically cancel this product, you will need to ask for Digital Secure to also be cancelled if you do not want to continue. It will cancel with immediate effect and you may be entitled to a pro-rata refund of any annual payment already made. If the benefit does not meet your requirements, you can cancel by phoning us on *. We may cancel access to this benefit with immediate effect by registered letter to you at your last known address for any other valid reason such as to respond proportionately to changes in the law, industry guidance or codes of practice, or to proportionately reflect other legitimate cost increases or reductions associated with providing the service. 5

6 Making an enquiry or complaint We will always be fair and reasonable. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly. The easiest way to contact us is to call our Customer Relations team on *. Alternatively, you can write to us at the following address, quoting your name, address and Customer Reference in all correspondence: Digital Secure, Customer Relations, PO Box 98, Blyth NE24 9DL. Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within 5 working days of receiving it. In the unlikely event that your query has not been resolved within 4 weeks of us receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing. If your complaint relates to a firm who supplies one of the services within this bundle of products, your complaint will be forwarded to the firm to be dealt with in accordance with their own complaints handling procedures. These procedures are subject to the principles of their own regulations however we do work to strict service level agreements with our chosen firms so would be grateful if you do let us know if you are unhappy. 6

7 Service Document This section of the booklet contains all of the information you need to get the most out of your Digital Secure Benefit. Please take time to familiarise yourself with the content of this Document. Any permanent UK resident aged 18 or over who has purchased gadget insurance from Protect your bubble is eligible to purchase Digital Secure. This is a guide to your Digital Secure benefit which includes: Advice, assistance and information to help you prevent and react to identity theft crime Keystroke Encryption Software to download onto three of your devices Web Detect which will check to see if your personal or financial details entered have been compromised Online credit report access to help you identify any fraudulent activity Card Support 365 giving you one number to call to cancel all your payment cards if they are lost or stolen. Where the card issuer allows us, we will also order replacements too Our ID Fraud Helpline including a dedicated caseworker if you are ever a victim of ID fraud CIFAS protective registration Legal assistance, free consultation on a wide range of subjects from a list of carefully selected and recommended solicitors. If you agree to pursue your legal matter, discounted costs will apply which will be discussed with you at the time. 7

8 How to access Digital Secure To access the Digital Secure benefit, you must register your details with us online at protectyourbubble.my-hubb.co.uk providing: Your first name and surname Your postcode Your date of birth. We will also ask you to register with Equifax, our chosen credit reference agency and Law Match, the provider of your legal assistance benefit. Upon doing this they will provide you with personal login details. Please ensure you keep your log-in details secure and confidential. Once registered, you will be able to access all elements of Digital Secure. You can: Download your keystroke encryption software Select Web Detect and you can then choose to provide more information to be monitored Access your credit report whenever you need to Contact us if you want any help or advice on about being a victim of ID fraud Receive a free consultation and discounted rates on your fees. There is further information on each part of the Digital Secure service in this booklet. If you would like to contact our Helpline, please call *. Lines are open: Monday Friday Saturday Sunday 8.00am 8.00pm, 9.00am 6.00pm. Please ensure that you quote your Digital Secure Customer Reference and your full name and address when you call. You will be asked security questions to verify your identity. If you prefer, you may write to: Digital Secure, Customer Services, PO Box 98, Blyth NE24 9DL. 8

9 Have you... Registered your card details with Card Support 365? Activated your Online Credit Report access? Downloaded Keystroke Encryption software to all your devices? Registered for Law Match? Registered with Web Detect? 9

10 ID Fraud Helpline When personal data ends up in the hands of cyber criminals it could be used to borrow money and open accounts, damaging your credit history and leaving you with debt in your name. ID Fraud helpline provides you with all the support and advice you need to protect your identity and personal data, and answer any questions or worries you may have about fraud. We can help you to restore your credit history and secure your personal data. Our ID Fraud team will also ensure further security is in place and provide you with letter templates for notifying the relevant parties about the theft of your identity. There s also lots of useful information available online at protectyourbubble.my-hubb.co.uk Next move: if your personal data is compromised and you need to speak to our award-winning fraud investigation team please call *. 10

11 Our dedicated website protectyourbubble.my-hubb.co.uk provides useful information on how to help reduce your chances of becoming a victim of identity theft including our risk calculator. Advice is also available over the phone on *. Lines are open: Monday Friday Saturday Sunday 8.00am 8.00pm, 9.00am 6.00pm. If you feel you have become a victim of identity fraud you will be allocated a case specialist who will be your contact throughout. Our case specialist will: 1. Discuss your circumstances and provide you with individually-tailored assistance. 2. Provide advice and assistance in writing letters and completing documentation. 3. Tell you what actions you need to take and when you need to take them. Who provides ID Fraud Helpline Your ID Fraud Helpline is provided by Assurant Solutions, which is a trading name of Lifestyle Services Group Limited, a company registered in England with company registration number , having its registered office at: Assurant House, 6-12 Victoria Street, Windsor, Berkshire, SL4 1EN. 11

12 Keystroke Encryption Software Criminals use malicious software (malware) to access and record the information you enter through websites. This malware, including phishing s, websites and key-logging malware, can be installed without your knowledge or consent when completing activities like installing a programme, or reading an . Keystroke encryption software provides protection against such malware to stop your details being recorded by cyber criminals. You can download the software to multiple devices in your household to protect your entire family. The software will also alert you to any suspect s or links that might lead to key-logging. Next move: to make the most of this benefit and get protected you will need to download Keystroke Encryption software to your device. This can be done by visiting protectyourbubble.my-hubb. co.uk and following the download instructions. 12

13 Criminals use malicious software to access and record the information you enter on your keyboard when surfing the internet. You can download our Keystroke Encryption software to three devices in your household. Once downloaded, the software will: 1. Encrypt each keystroke preventing key-logging malware from collecting what you type into the internet browser. This will prevent any personal data such as your name, date of birth, address, passwords, etc. from being recorded and used by parties you have not permitted to use your data. 2. Alert you to any suspect s or links which may not be from a genuine source. If you experience any issues or have any questions regarding the software download, then please help@cdisuk.com You can download the software by going to protectyourbubble.my-hubb.co.uk and selecting the Keystroke Encryption software option. This software runs on Microsoft Windows only and supports Internet Explorer as well as Firefox. Who provides Keystroke Encryption Software Your Keystroke Encryption Software is provided by Corporate Defence Intelligence Services Limited (CDIS), a company registered in England with company registration number having its registered office at The Saddlery, Eridge Park, Tunbridge Wells, Kent, TN3 9JT. What you are entitled to 1. Use only one copy of the Software on up to 3 computers operating on Microsoft Windows; 2. Make one copy of the Software for Backup purposes, or copy the software onto the hard drive of your computer and retain the original for backup purposes. Limitation of Liability CDIS warrants the Software s current capabilities for the full term of your Digital Secure benefit. Software functionality may become limited due to conflict with other third party software applications or changes to the Internet (out of CDIS s control). CDIS agrees it will work to resolve Internet and standard Windows application compatibility issues within its ability and as quickly as possible. CDIS does not guarantee all unforeseen issues will be resolvable due to the lack of control over third party programming and products. CDIS does not warrant that the Software will meet your requirements or that operation of the Software will be uninterrupted or that the Software will be error-free. You acknowledge and agree that: 1. CDIS are the exclusive owners of all rights in the Software, including all intellectual property rights now in existence or which come into existence. 2. You have read the terms and conditions of this benefit and you can help@cdisuk.com 13

14 Web Detect Each time we use our mobile phones to shop online or enter a form we leave behind a digital footprint of personal data. This information can leave you vulnerable, and if it is exploited, can be used to borrow money or open accounts in your name. If ignored, you could be left with serious financial problems. Web Detect makes it easy for you to stay one step ahead of cybercrime by giving you access to databases of personal information, which has been compromised and possibly being traded online. If your personal information shows up in our databases you will be alerted, and you will also have access to everything you need to act quickly and take steps to protect yourself. Next move: to make the most of your Web Detect benefit you will need to visit protectyourbubble. my-hubb.co.uk and register. If you have any queries please call our customer support line on *. 14

15 We ll provide you with access to Web Detect which searches against records of personal and financial data that have been compromised, and have actively been traded online by criminals. From the details you provide when taking out this product we will automatically enrol for this service which means you will automatically benefit from ongoing monitoring of your information and will receive an should any of your details be considered at risk. We invite you to add more of your personal details to be searched against our sources of compromised information through protectyourbubble.my-hubb.co.uk where you can choose to receive either or SMS alerts. Who provides Web Detect Your Web Detect services are provided by Equifax Limited, a company registered in England and Wales under registered number whose registered office is at Capital House, 25 Chapel Street, London NW1 5DS. What you are entitled to You are entitled to online access of the Web Detect service. You can choose to have your personal or financial information monitored, and receive alerts if your information appears in the compromised data being actively traded by criminals. As part of the benefits of Digital Secure, some elements of personal information will automatically be monitored (see Your personal information section below). To allow us to start this monitoring we need to make you aware and give you the opportunity to consider Equifax s Web Detect terms and conditions and privacy policy governing such processing, details of which can be found here at protectyourbubble.my-hubb.co.uk The terms and conditions and the privacy policy explain more about how your personal information will be processed and can also be accessed from the Digital Secure area protectyourbubble.my-hubb.co.uk. If you do not want certain elements of your personal information to be automatically monitored please immediately contact * otherwise you will be deemed to have accepted them and to have given your consent for such monitoring to begin. To add further information to your monitoring service please go to protectyourbubble.my-hubb.co.uk Your personal information Web Detect will initially and automatically monitor your address and mobile telephone number, where you have previously provided them to us. You will receive an should this information appear in the compromised data being actively traded by criminals. Once you have fully activated the Web Detect service by access to the appropriate section of the Digital Secure area at protectyourbubble.my-hubb.co.uk, you will have the opportunity to add other personal and financial information to the monitoring service. 15

16 Online Credit Report Access It s important to understand your credit score and what impact this can have on you. One of the best ways to check personal data has not found its way into the wrong hands is to frequently look at your credit report. This benefit provides easy online access to your credit report, allowing you to check, evaluate and positively impact your credit score. And that s not all, it will alert you if there are any key changes to your credit report and status. You can also receive expert tips to help you understand your credit report and online support to correct any errors quickly. Next move: you can activate this benefit by visiting protectyourbubble.my-hubb.co.uk today. If you have any issues or questions, you can call *. 16

17 You will have easy online access to your credit report. You can register for a monthly monitoring service which will alert you by or SMS of any significant changes to your credit history. This will give you the opportunity to act in any circumstances where your details have been used fraudulently. Using the details you provided when taking out this product we will automatically enrol you to a monthly monitoring service which means you will automatically benefit from ongoing monitoring of your information and will receive s should there be any changes to your report. You can opt to receive your alerts by either or SMS. You will be able to access your online credit report from our chosen credit reference agency Equifax. You will be able to receive monthly alerts if the following notable changes occur: Addition or deletion of a credit account A change in the payment history of a credit account Addition or deletion of Court Judgments A search made of your credit record Addition or deletion of a Notice of Correction The settlement of a credit account A significant balance change on a revolving credit account opened within the last six months. To obtain your credit report or credit score, please access the Digital Secure area of protectyourbubble. my-hubb.co.uk and click on credit report. Your report will be viewable securely online. If you have any questions about your credit report or score, please call us on *. Who provides Online Credit Report Access Your Credit Report services are provided by Equifax Limited, a company registered in England and Wales under registered number whose registered office is at Capital House, 25 Chapel Street, London NW1 5DS. What you are entitled to You are entitled to unlimited online access to your Credit Report, and are able to: View and display the materials on a computer screen Save materials in a digital format to read offline; and Make printed copies of the materials. Other than as described above, you may not without first getting our written permission distribute, sell, publish or otherwise make a profit from any of our materials; or use any of our trade marks. You may not purchase any materials on behalf of anyone else, even with their consent. It is a criminal offence to order credit information on behalf of anyone else. Your personal information If you download any credit information held by us about you, you consent to us making a search of your credit file to verify your application in order to prevent fraudulent access. 17

18 This search is recorded on your file but will not affect your ability to obtain credit. It will be deleted after 12 months. The terms and conditions and the privacy policy of the Credit Report service provider Equifax explain more about how your personal information will be processed and can be accessed from the Digital Secure area at protectyourbubble.my-hubb.co.uk. Restore your Credit Profile In assisting you to restore your credit profile, we will take all action reasonably and legally possible under English Law. There may be occasions, due to events beyond our control, where your credit profile cannot be fully restored. 18

19 Card Support 365 You can have peace of mind when it comes to your payment cards knowing that Card Support 365 is always on hand to help. If your cards are lost or stolen, we can cancel your missing cards in just one phone call. Where the issuer allows us, we can even order replacement cards too. Card Support 365 is quick, straightforward and stress free. If you lose your bank cards all you need to do for a speedy resolution is call * any time, any day, 365 days a year. Next move: Register your card details in advance by calling *. This will help us to cancel your cards if the worst should happen. 19

20 We are becoming increasingly dependent on the plastic cards in our wallets, purses, briefcases or handbags and being left without them even for a short time can be inconvenient. Imagine how stressful it could be if they were ever stolen and you had to call each provider to cancel your cards? With Card Support 365, you would have one number * (or if calling from abroad) - 24 hours a day, 7 days a week to call and cancel all your cards. If the card issuers will allow us, we will even order replacement cards too. If you feel you are likely to become a victim of fraud following a loss, we can file a protective registration with CIFAS for you. And, we will cover up to 6 other people that live at your address. Registration Register all your credit, debit, bank, building society cards and store cards as soon as possible. There is no limit on the number of cards you can register. This isn t compulsory but will speed up the process if you ever need to report your cards as lost or stolen. 1. You can register your cards by calling us on *. 2. You can also register up to 6 other people living at your home address and their cards. 3. Inform us if any of your registered card details change so that we can update our records. Having an up-to-date record of your cards helps us to make a loss report on your behalf FAST and means you can rest assured that your cards can be cancelled. 4. Register your Passport and Driving Licence Number. We will store the document numbers for you, should you need to retrieve these numbers for any reason for example, to complete an application for a new driving licence or passport, please call us on the number below. Unfortunately, we cannot replace these documents for you. Reporting lost or stolen cards. Please call us as soon as possible on * or if calling from abroad. This service is open 24 hours a day, 7 days a week. If your cards are ever lost or stolen you will need to complete a loss report with us to cancel and reissue your cards. Please note, reissuing of cards is only available if the card issuer will allow us. Who provides Card Support 365 Your Card Support 365 is provided by Assurant Solutions, which is a trading name of Lifestyle Service Group Limited, a company registered in England with company registration number having its registered office at: Assurant House, 6-12 Victoria Street, Windsor, Berkshire, SL4 1EN. 20

21 Legal Assistance Seeking legal advice from the right people can be a daunting task, and even a first conversation with a solicitor can be expensive. But with Legal Assistance there is no need to worry. Our team will help you find to the right solicitor for your needs, saving you the time and trouble. You can book your free consultation online for a date and time that s best for you, and organise everything over the internet with ease. Next move: go to protectyourbubble.my-hubb.co.uk and register your details for the Law Match service. You will need to do this before you can arrange an appointment. 21

22 Legal Assistance puts you in touch with one of our carefully selected panel of solicitors where you will receive a free legal consultation at a time and date convenient to you. You will be able to access the members area which will provide you with hints and tips for a range of common legal matters and access our carefully selected panel of expert solicitors in your area via our arrange a consultation service. You ll also get reduced rates from our panel of solicitors should you wish to instruct them. How to use Legal Assistance To take advantage of the Law-Match service you must register. Please follow the process below: 1. Log in to protectyourbubble.my-hubb.co.uk and select the legal assistance icon. 2. Register your details. 3. Select the area of law you are interested in and select the solicitor you would like to use. 4. Provide details of your issue and when you are available for your telephone consultation. 5. Your chosen solicitor will then contact you on the date and time you have agreed. What you are entitled to Following your initial free telephone consultation, if you choose to instruct any of the law firms, they will send you separate terms of engagement upon which you will engage with them directly to provide legal services. You will be solely liable for any fees resulting from instructing the solicitors to act for you. Before you obtain any service from a law firm you must check all the information, content, material or data held by the law firm about you is correct, complete, accurate and not misleading and that you have disclosed all relevant facts. It is your responsibility to identify and correct any mistakes or errors in the information, content, material or data held by the law firm about you before you obtain any legal advice. Failure to do so could invalidate the legal advice provided by the law firm. We do not accept any responsibility or liability for any loss or damage you may suffer or incur as if any information, content, material or data held by the law firm about you is not correct, complete or accurate or if it is misleading or if you have failed to disclose all relevant facts. Who provides Legal Assistance Your Legal Assistance is provided by Law-Match, a company registered in England with company registration number having its registered office at: 55 King Street, Manchester, M2 4LQ. - feedback@law-match.com. You can call them directly on *, lines are open Monday - Friday 9.00am pm. Law Match are regulated by Ministry of Justice, Claims Regulation Unit, High Street, Burton Upon Trent, Staffordshire, DE14 1JS. Regulation number - CRM29976 Limitation of Liability Nothing on Law-Match s site shall be deemed to constitute legal or other advice or a recommendation or endorsement by Law Match or any of the law firms referred to or any of the services offered on our site. 22

23 It is your responsibility to satisfy yourself that you wish to obtain any service before doing so. Law-Match are not responsible or liable for any loss or damage you may suffer or incur in connection with any service you obtain after using our site or for any acts, omissions, errors or defaults of any law firm in connection with that service. Law-Match do not endorse, recommend or take responsibility for any third party who provides you with any views, opinions, advice or assistance. You act or refrain from acting on any third party s views, opinions, advice or assistance at your sole risk and sole discretion and you are solely responsible for any decision to act or refrain from acting on such views, opinions, advice or assistance. Law-Match are not responsible or liable for any loss or damage you may suffer or incur in connection with such views, opinions, advice or assistance including in relation to their accuracy, truthfulness or completeness or for any acts, omissions, errors or defaults of any third party in connection with such views, opinions, advice or assistance. 23

24 Other information Price Digital Secure is provided for a fixed fee of 1.99 per month or an annual fee of CIFAS Protective Registration CIFAS, the UK s fraud prevention service, is a not for profit membership organisation dedicated to the prevention of financial crime. CIFAS provides the UK s most comprehensive databases of confirmed fraud data, as well as an extensive range of fraud prevention services, using the latest technology to protect organisations from the effects of fraud. Among other initiatives, CIFAS helps prevent the misuse of individuals identities through the sharing of information and the use of identity protection tools. Recognised by around 300 organisations, which includes the UK s leading and most well-known financial institutions. Protective Registration places a warning flag against your name and personal details - warning all organisations which use CIFAS data that you are at an increased risk of fraud. This notifies members that they must undertake additional checks to ensure that the application they have is really from you and not from a fraudster using your name. More information about CIFAS can be obtained from their website You may request that we file a Protective Registration with CIFAS on your behalf. This will allow other banks and lending organisations to know your details may be at risk of fraudsters taking out credit in your name. If you instruct us to file a Protective Registration, your details will be used in the following way: If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when: - Checking details on applications for credit and credit related accounts or other facilities. - Managing credit and credit related accounts or facilities. - Recovering debt. - Checking details on proposals and claims for all types of insurance. - Checking details of job applicants and employees. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies. If you wish to receive details of the fraud prevention agencies with whom we record information about you, write to us at Digital Secure, PO Box 98, Blyth, NE24 9DL. You have a legal right to these details. 24

25 Duration This service will continue for as long as you wish. You will need to cancel by calling * if you decide you no longer want this service. Cancelling the service This product is provided in connection to your Protect your bubble Gadget Insurance. You have the right to cancel this Digital Secure benefit at any time. It will cancel with immediate effect and you may be issued with a pro-rata refund of any annual premium already paid where applicable. If the benefit does not meet your requirements, please telephone *. Suspension and Termination We may cancel access to this benefit with immediate effect by registered letter to you at your last known address for any other valid reason such as to respond proportionately to changes in the law, industry guidance or codes of practice, or to proportionately reflect other legitimate cost increases or reductions associated with providing the benefit. Acceptance of this service is at our discretion. We may immediately suspend or terminate your access to any of our products if: You breach any of these terms; or We have reasonable grounds for suspecting fraud or improper use. You will not be entitled to any refund if we suspend or terminate your service for any of the reasons set out under this clause. If you cancel this service, access to each service provided as part of this bundle of products will end immediately. We will not be responsible for any misinformation offered or given by the third party providers in relation to this bundle of products. Making an Enquiry or Complaint We will always be fair and reasonable. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly. The easiest way to contact us is to call our Customer Relations team on us on *. Alternatively, you can write to us at the following address, quoting your name, address and Customer Reference in all correspondence: Digital Secure, Customer Relations, PO Box 98, Blyth NE24 9DL. Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within 5 working days of receiving it. In the unlikely event that your query has not been resolved within 4 weeks of us receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing. If you are not satisfied with our decision, please contact the Customer Relations Manager at the above address. 25

26 If your complaint relates to a firm who supplies one of the services within this bundle of products, your complaint will be forwarded to the firm to be dealt with in accordance with their own complaints handling procedures. These procedures are subject to the principles of their own regulations however we do work to strict service level agreements with our chosen firms so would be grateful if you do let us know if you are unhappy. Other information This bundle of products is arranged and serviced by Assurant Solutions, which is a trading name of Lifestyle Services Group Limited. Registered in England No: Registered Address: Assurant House, 6-12 Victoria Street, Windsor, Berkshire, SL4 1EN. Correspondence Address: Digital Secure, Customer Relations, PO Box 98, Blyth NE24 9DL. How we will deal with your personal information We are committed to preserving the privacy of our customers. Please read the following privacy policy to understand how we will use and protect the information that you provide to us. By registering with us, you consent to the collection and use of your information under the terms of this privacy policy. The information you provide will be used by us to supply you with the services for which you have registered and we may use the information to contact you to obtain your views on our services and to let you know about important changes to the services which we offer. The information you provide to us about you may be shared with Assurant Intermediary Limited and our chosen credit reference agency. We may contact you by post, telephone, fax, or . You will only be contacted by the methods you have asked to be contacted by. Your information will not be used or disclosed other than in accordance with this privacy policy, or without your permission, unless required by law. If you would prefer us not to contact you to obtain your views and/or you change your mind in the future and would like us to stop contacting you for this purpose, please write to: Digital Secure, Customer Relations, PO Box 98, Blyth NE24 9DL. We may co-operate with the Police and any other relevant authorities or organisations in connection with any misuse or suspected misuse of the services provided by us or other telecommunications services provided by any member of our group of companies. If necessary, we may divulge information about you for this purpose. You have a right to ask for a copy of the data held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date. If you wish to do this, please contact us on *. We are entitled by law to charge you a fee of 10 to meet our costs in providing you with details of the information we hold about you. We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires. Any changes to our privacy policy will be notified to you in the appropriate way. All comments, queries and requests relating to our use of your information are welcomed and should be addressed as specified above. 26

27 Legal The document tells you what you need to know about this product. These terms and conditions can be subject to change from time to time. Any change will be notified to you at least 28 days in advance in either writing or by . Our part of the contract is that we provide the service as detailed in the document. Your part of the contract is that you will pay for this service for each service period. The laws that will apply to this service are the laws of England and Wales. * Call charges will vary depending on your phone provider. If you are unsure of your call charges we recommend contacting your provider before calling us. To maintain a quality service, we may monitor and record phone calls. 27

28 Contact us * protectyourbubble.my-hubb.co.uk DIGITAL SECURE