Our Website Privacy Policy
Last updated: 25/06/2026
1. Introduction
Town and Country Legal Services LLP ("TCLS", "we", "our" or "us") is committed to protecting your personal information and respecting your privacy.
This Privacy Notice explains how we collect, use, store and protect personal information when you:
- visit our website;
- contact us;
- submit information using our online forms;
- become one of our clients;
- are referred to us by one of our clients in connection with debt recovery; or
- otherwise interact with us.
We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data protection legislation.
2. Who We Are
Town and Country Legal Services LLP is the data controller responsible for the personal information described in this Privacy Notice.
Address
Town & Country Legal Services
1st Floor Quadrant House
47 - 65 Croydon Road
Caterham
Surrey
CR3 6PB
Email : privacy@tclsllp.com
Telephone : 01883 212121
If you have any questions about this Privacy Notice or how we process your personal information, please contact us using the details above.
3. Information We Collect
The personal information we collect depends on how you interact with us.
Website Visitors
When you visit our website, we may automatically collect:
- IP address
- browser type and version
- operating system
- device information
- pages visited
- date and time of your visit
- referring website
- website usage information
- cookie information.
- approximate location derived from your IP address.
Prospective Clients
Where you submit an enquiry or request information we may collect:
- name
- business name
- email address
- telephone number
- correspondence
- information relating to your enquiry.
Debt Referral Forms
Where a creditor refers a debt to us, we may collect information including:
Creditor
- name
- business details
- address
- telephone number
- email address
- account information.
Customer
- name
- address
- email address
- telephone number
- debt information
- account references
- details of any dispute
- County Court Judgment information
- insolvency information where applicable.
Change of Circumstances Forms
Where a customer updates their information, we may collect:
- name
- address
- telephone number
- email address
- employment status
- employer details
- debt management references
- other information relevant to managing the account.
Income and Expenditure Forms
Where a customer completes an income and expenditure assessment we may collect:
- household composition
- employment information
- income
- expenditure
- assets
- liabilities
- arrears
- financial commitments
- repayment proposals.
In some circumstances the information you provide may reveal special category personal data (for example information relating to health). We will only process such information where permitted by law.
4. Where We Obtain Personal Information
We collect information directly from:
- you;
- our website forms;
- telephone conversations;
- correspondence;
- emails.
Where we are instructed to recover an outstanding account, we may obtain personal information from:
- our clients;
- tracing agencies;
- credit reference agencies;
- publicly available sources;
- insolvency registers;
- Companies House;
- courts and government bodies;
- other organisations involved in debt recovery.
If your personal information has been provided to us by one of our clients, we will process it only for the purposes of recovering monies owed, managing your account, complying with legal and regulatory obligations, and exercising or defending legal rights. Where required by UK GDPR, we will provide you with this Privacy Notice when we first communicate with you or within the timescales required by law.
5. Why We Use Your Information
We use personal information for purposes including:
- recovering outstanding accounts on behalf of our clients;
- tracing individuals;
- administering client accounts;
- assessing repayment proposals;
- responding to enquiries;
- complying with court procedures;
- complying with legal and regulatory obligations, including those imposed by the Financial Conduct Authority.;
- preventing fraud and financial crime;
- preventing money laundering;
- maintaining accurate records;
- defending or bringing legal claims;
- improving our website;
- monitoring service quality;
- staff training;
- handling complaints.
6. Our Lawful Bases
Depending on the purpose for which we process your personal information, we rely on one or more of the following lawful bases under Article 6 UK GDPR:
- performance of a contract;
- compliance with a legal obligation;
- legitimate interests;
- your consent (where required).
Our legitimate interests include:
- recovering debts owed to our clients;
- conducting lawful tracing activity;
- protecting our business, establishing, exercising or defending legal claims;
- preventing fraud;
- complying with regulatory expectations;
- maintaining secure systems;
- improving our services.
Where we ask you to provide personal information, this may be necessary to:
- recovering outstanding accounts on behalf of our clients;
- verify your identity;
- assess repayment proposals;
- comply with legal or regulatory obligations.
If you do not provide the requested information, we may be unable to administer your account, consider repayment arrangements or otherwise provide our services.
Where we process special category personal information, we do so only where a condition under Article 9 UK GDPR applies.
7. Cookies
Our website uses cookies to operate effectively and improve your browsing experience.
Some cookies are essential for the operation of the website.
Where non-essential cookies are used, these will only be placed on your device where you have provided your consent through our cookie banner.
Further information is available in our Cookie Policy.
8. Telephone Calls and Emails
Telephone calls and email communications may be monitored, recorded, retained and reviewed for:
- quality assurance;
- staff training;
- fraud prevention;
- crime prevention;
- complaint handling;
- establishing facts;
- protecting our staff and customers.
9. Who We Share Information With
Where necessary we may share personal information with:
- our clients;
- solicitors;
- courts;
- enforcement agents;
- process servers;
- tracing agencies;
- credit reference agencies;
- insolvency practitioners;
- insolvency services;
- debt management providers;
- government departments;
- regulators;
- law enforcement agencies;
- professional advisers;
- IT and software providers;
- payment service providers (where applicable);
- secure document storage providers.
We only share information where it is lawful and necessary to do so.
If our business is sold, reorganised or merged, personal information may transfer to the new organisation in accordance with applicable law.
We never sell personal information for marketing purposes.
10. International Transfers
We normally store and process personal information within the United Kingdom.
If we transfer personal information outside the UK, we will ensure appropriate safeguards are in place as required by UK GDPR.
11. Security
We take appropriate technical and organisational measures to protect personal information, including:
- encrypted website connections (HTTPS/TLS);
- secure hosting;
- access controls;
- staff confidentiality obligations;
- password protection;
- regular security monitoring;
- secure disposal of information.
- regular penetration testing and vulnerability management (where appropriate);
- regular security updates and patch management.
No internet transmission is completely secure; however, we continually review and improve our security measures.
12. How Long We Keep Information
We retain information only for as long as necessary.
Typical retention periods include:
- client records – during the client relationship and for at least six years afterwards;
- customer records – normally six years after the account is closed, unless a longer retention period is required by law, regulatory requirements or ongoing legal proceedings.
- website enquiries – normally up to two years;
- call recordings – normally six years after the account is closed, unless a longer retention period is required by law, regulatory requirements or ongoing legal proceedings.
- information required for legal proceedings or regulatory purposes may be retained longer where necessary.
13. Your Rights
Under UK GDPR you have the right to:
- request access to your personal information;
- request correction of inaccurate information;
- request deletion of information in certain circumstances;
- request restriction of processing;
- object to processing based on legitimate interests;
- request transfer of your information where applicable;
- withdraw consent where processing relies on consent.
- request that inaccurate personal information be completed;
These rights are subject to certain legal exemptions.
To exercise your rights, please contact us using the details provided above.
14. Automated Decision Making
We do not make decisions about individuals based solely on automated processing that produce legal or similarly significant effects.
15. Complaints
If you are unhappy with how we have handled your personal information, please contact us first at https://www.tclsllp.com/complaints-procedure/ so we have an opportunity to resolve your concerns.
You also have the right to complain to the Information Commissioner's Office (ICO).
https://ico.org.uk/make-a-complaint/
16. Third-Party Websites
Our website may contain links to external websites.
We are not responsible for the privacy practices of those websites and encourage you to read their privacy notices before providing any personal information.
17. Changes to this Privacy Notice
We may update this Privacy Notice from time to time to reflect changes in legislation, regulatory guidance or our business practices.
The latest version will always be available on this website.
Please check this page periodically for updates.