Privacy, PECR, Complaints & Vulnerability Policy
Last updated: May 2026
ATID Media Ltd (trading as Beat The Bailiffs UK, “we”, “us”) is committed to protecting your privacy and handling your data responsibly.
Who We Are
- Company: ATID Media Ltd
- Trading Name: Beat The Bailiffs UK
- Registered Address: Clan Roy Cottage, Canonstown, Hayle, Cornwall, TR27 6ND
- Company Number: 15345426
- ICO Registration: ZB683004
- Contact: privacy@beatthebailiffs.uk
What Data We Collect
We collect personal information when you complete a form or engage with us through our website, social media channels, or messaging services. This may include:
- Name
- Phone number
- Email address
- Whether bailiffs are involved in your situation
- Your postcode and the local council it resolves to
- The nature of your concern (selected categories and any free text you provide)
- Employment status (where collected via social media forms)
- Approximate debt level (where collected via social media forms)
- Housing status (where collected via social media forms)
- Contact channel preferences and consent records
We do not collect financial account data, bank statements, detailed income and expenditure, medical details, or sensitive documents directly.
Why We Collect It
We collect this information to:
- Understand your enquiry so we can respond appropriately
- Determine whether a referral to a regulated partner or free advice service may be appropriate
- Pass your details to an appropriate regulated partner or direct you to a free advice service (with your consent)
- Contact you using the channels you have consented to
- Improve our services and ensure quality control
- Maintain records for compliance, audit, and dispute resolution purposes
Who We Share It With
With your consent, we may share your information with one of our FCA-authorised or regulated partners so they can contact you, assess your circumstances, and provide regulated debt advice. These include:
- Pacific Financial Solutions Ltd (trading as The Debt Advice Service) — FRN 688034
- Dissolve Debt Ltd — FRN 662423
Where your enquiry is not suitable for referral to one of our regulated partners, we may direct you to MoneyHelper or another free debt advice service. In this case, we provide you with contact details for the free service; we do not share your personal data with them unless you separately contact them yourself.
We will never sell your data or share it with marketing lists.
Lawful Basis
We process your personal data under the following lawful bases:
- Consent: For sharing your details with regulated partners, and for contacting you by phone, SMS, WhatsApp, and email. You are asked to confirm your consent for each contact channel individually at the point of form submission. You may withdraw consent for any or all channels at any time by contacting us at privacy@beatthebailiffs.uk, replying STOP to any SMS or WhatsApp message, or requesting removal during a phone call.
- Legitimate interests: For call recording (quality, compliance, dispute resolution, and training), maintaining suppression and opt-out records, fraud detection, and record-keeping for regulatory and audit purposes. Where we rely on legitimate interests, we have completed a Legitimate Interest Assessment and determined that our interests do not override your rights and freedoms.
How We Store and Protect Your Data
- Encrypted form submissions (Meta Forms + secure CRM)
- Data access restricted to authorised staff only
- Stored on GDPR-compliant cloud services (Google Workspace, HubSpot)
- No data is stored on local devices
When you enter a postcode in our callback form, your browser sends that postcode to postcodes.io — a free, open-source service operated by Ideal Postcodes Ltd that returns the local council for that postcode. No other personal data is sent to this service, and the lookup is performed in your browser.
Retention periods
- Unconverted leads (no engagement after initial contact): 12 months from last contact, then securely deleted or anonymised.
- Referred leads (details shared with a regulated partner): Up to 6 years from the date of referral, to allow for contractual, audit, and dispute resolution purposes.
- Call recordings (non-converted): 12 months.
- Call recordings (converted, disputed, or subject to complaint): Up to 6 years.
- Suppression and opt-out records: Retained for as long as necessary to prevent re-contact. These records contain minimal data (name/email/phone and opt-out date only).
- Complaint records: Up to 6 years from closure.
Your Rights
Under the UK GDPR, you have the right to:
- Access the data we hold about you
- Correct inaccurate information
- Request erasure (the “right to be forgotten”)
- Withdraw consent at any time
- Object to processing based on legitimate interests
- Request restriction of processing
- Data portability
- Complain to the ICO (ico.org.uk) if you are unhappy with how we handle your data
To exercise any of these rights, contact us at privacy@beatthebailiffs.uk.
Cookies
We use cookies to improve your experience and track user interactions via tools like Meta Pixel and Google Analytics. These tools may collect technical data such as browser type, device ID, and site activity.
Non-essential cookies (including analytics and advertising cookies) are blocked by default until you give consent. Cookie consent is managed via a consent banner on our website in accordance with PECR Regulation 6. You can update your cookie preferences at any time using the link in the footer of our website.
Categories of cookies
- Essential cookies: Required for the website to function. These do not require consent.
- Analytics cookies: Help us understand how visitors use the site (e.g. Google Analytics). Require consent.
- Marketing cookies: Used to deliver relevant advertising and track campaign performance (e.g. Meta Pixel). Require consent.
Privacy and Electronic Communications (PECR)
ATID Media Ltd complies with the Privacy and Electronic Communications Regulations 2003 (PECR) as amended.
- All consumer contact is initiated in response to a direct enquiry made by the consumer via our website, social media advertising, or messaging services.
- We do not conduct unsolicited marketing calls, SMS, or emails.
- No purchased contact lists are used.
- Consent to contact is obtained at the point of form submission on a per-channel basis. You are asked to confirm individually whether you consent to being contacted by phone, SMS, WhatsApp, and email. You are not required to consent to all channels.
- The form includes a clear disclosure statement confirming that your details may be shared with a regulated debt advice partner or that you may be directed to a free advice service, and that we may receive a fee for introductions.
- Consumers may opt out of further communications at any time by emailing privacy@beatthebailiffs.uk, replying STOP to any SMS or WhatsApp message, or requesting removal during a phone call.
- Opt-out requests are processed promptly.
How We Contact You
When you submit a form or make an enquiry, you will be asked to confirm which contact channels you consent to. We will only contact you using the channels you have approved:
- Phone (if consented)
- SMS (if consented)
- WhatsApp (if consented)
- Email (if consented)
We will only contact you in relation to the enquiry you have made. We will not use your details for unrelated marketing. If you wish to change your contact preferences or opt out of a specific channel, contact us at privacy@beatthebailiffs.uk or reply STOP to any message.
Complaints Policy
We aim to resolve all complaints promptly and fairly. If you are dissatisfied with any aspect of our service:
- Email us at: complaints@beatthebailiffs.uk
- Or write to us at: Complaints, ATID Media Ltd, Clan Roy Cottage, Canonstown, Hayle, Cornwall, TR27 6ND
We aim to acknowledge complaints within 2 working days and provide a full response within 5 working days. If we need more time to investigate, we will let you know and keep you updated.
If you remain unhappy after our response, you may:
- Contact the relevant regulated partner directly if your complaint relates to advice or a debt solution
- Contact the Financial Ombudsman Service (financial-ombudsman.org.uk) if applicable — note that FOS jurisdiction applies to the regulated firm, not to Beat The Bailiffs UK as an introducer
- Contact Trading Standards via Citizens Advice (citizensadvice.org.uk)
- Contact the ICO (ico.org.uk) if your complaint relates to data protection
Vulnerable Customer Policy
We recognise that vulnerability can take many forms, including financial hardship, mental health challenges, cognitive impairment, bereavement, physical disability, or difficult life circumstances. Vulnerability can be temporary or long-term, and can affect anyone at any point in their life.
Our approach includes:
- Listening carefully for signs of vulnerability during calls, including confusion, distress, reluctance to engage, or disclosure of medical or personal issues
- Taking extra time to explain options clearly and without pressure
- Adjusting our pace and language to suit the individual
- Offering to repeat information or confirm details in writing
- Asking whether anyone else (a carer, family member, or support worker) should be involved in the conversation
- Never pressuring a vulnerable person into making a decision during the call
- Referring to partners with the right regulatory safeguards in place
If we identify that a consumer may be vulnerable, we will:
- Make a note in our CRM so that care is taken throughout their journey
- Ensure this information is communicated to the regulated partner (with the consumer's consent) so they can provide appropriate support
- Offer the consumer the option to pause, call back, or speak to someone else
All staff are trained to identify and respond to vulnerability and are required to flag any concerns in our CRM system. Vulnerability awareness forms part of our ongoing CPD framework.
If you feel we have not handled your situation with appropriate care, please contact us at complaints@beatthebailiffs.uk.
Questions or Concerns?
ATID Media Ltd, Clan Roy Cottage, Canonstown, Hayle, Cornwall, TR27 6ND
Company No. 15345426 | ICO Registration: ZB683004