Privacy Policy

Effective Date: 1 February 2025
Review Date: 1 February 2026

This Privacy Notice explains how we collect, use, and protect your personal information when you use our services or contact us through this website.

Pensions Advice UK does not provide financial advice. We introduce you to FCA-authorised and regulated advice firms, or we may offer our own non-advised paid tracing service (Pension Pie).

What Information Do We Collect?

We collect and process the following types of information:

• Personal contact details – name, address, telephone number, and email.

• Pension-related information – details you provide so that we can identify and trace existing or lost pensions.

• Employment and financial details – where relevant to the tracing or introduction process.

• Marketing preferences – your consent to receive information about our services.

• Technical data – IP address, browser type, and usage behaviour through cookies or analytics tools.

• Any other information you choose to provide when communicating with us.

We do not intentionally collect information about children or any unnecessary special-category data. If we ever need to process health or other sensitive information, we will obtain explicit consent beforehand.

Legal Basis for Processing

Our primary legal basis for processing your data is to enable you In some cases, we rely on Legitimate Interest or Consent (e.g., for marketing or processing sensitive data).

How We Use Your Information

We use your personal data to:

• Receive and respond to your enquiry or request for information.

• Introduce you to an appropriate FCA-authorised adviser firm, if you request advice.

• Provide our non-advised Pension Pie tracing service, if selected.

• Manage internal administration, reporting, and quality assurance.

• Maintain records for legal, regulatory, and audit purposes.

• Send service updates or marketing communications (only if you have consented or fall within the “soft opt-in” exemption under PECR).

We will never sell your personal data to third parties.

Who We Share Your Information With

We may share your information with:

• FCA-authorised financial adviser firms to whom you have requested an introduction.

• Service providers and processors that help us operate our business, such as CRM, cloud storage, email, analytics, and call-handling partners.

• Professional advisers or compliance partners who assist us in meeting our legal and regulatory obligations.

• Public authorities or regulators where we are legally required to disclose information.

All third parties are bound by contractual data-processing agreements.

We do not transfer your data outside the UK or EEA unless equivalent protection is ensured (e.g. UK adequacy regulations or Standard Contractual Clauses).

Marketing and Communications

We may contact you about relevant services if:

• You have given explicit consent, or

• You are an existing or recent customer and we contact you under the soft opt-in rule for similar services (as permitted by the Privacy and Electronic Communications Regulations 2003).

You can opt out of marketing at any time by:

• Clicking the unsubscribe link in any marketing email, or

• Emailing privacy@gapgnx.com with the subject “Opt Out”.

Service messages and essential updates are not marketing and may still be sent.

Cookies

Our website uses cookies and similar technologies to improve performance and user experience.

Non-essential cookies are not activated until you have given consent through our cookie banner.

For details of the cookies we use and how to manage your preferences, please see our Cookie Policy.

Retention

We keep personal data only for as long as necessary to fulfil the purposes described above.

Our retention approach follows the ICO’s “storage limitation” principle and includes:

• Enquiry and lead data – kept for up to 24 months after last contact.

• Adviser introduction records – retained for 6 years for audit and regulatory defence.

• Paid Pension Pie client records – retained for 6 years to meet financial record-keeping requirements.

• Complaints and compliance logs – retained for 6 years from closure.

• Marketing consent and opt-out records – retained until consent is withdrawn plus 2 years for audit.

Data may be retained longer where required by law (for example, ongoing investigations or contractual obligations).

At the end of each period, data is securely deleted or anonymised.

Automated Decision-Making and Profiling

We do not make decisions with legal or similarly significant effects based solely on automated processing.

We may use limited profiling to match your enquiry to an appropriate adviser, but any outcomes are reviewed manually by trained staff.

Your Rights

You have the right to:

• Request access to the personal data we hold about you.

• Request correction of inaccurate or incomplete information.

• Request erasure (“right to be forgotten”) where applicable.

• Object to or restrict processing in certain circumstances.

• Withdraw consent at any time (for consent-based processing).

• Request data portability (where technically possible).

• Lodge a complaint with the ICO if you believe we have not handled your data lawfully.

We will respond to requests within one month in accordance with UK GDPR.

Complaints and Contact Details

If you have any questions or concerns about how your data is handled, please contact:

Data Protection Officer

GAP GNX Ltd / Pensions Advice UK

The Glades, Festival Way, Festival Park, Stoke-on-Trent, Staffordshire ST1 5SQ

See our complaints policy here (Click)

If you remain dissatisfied, you may contact the Information Commissioner’s Office (ICO) at https://ico.org.uk/ or by calling 0303 123 1113.

Changes to This Privacy Policy

We review this policy at least annually and update it whenever our processing activities change.

The latest version will always be available on https://pensionsadviceuk.com/privacy-policy/.

Where material changes occur, we will display a notice on our website or contact you directly if appropriate.

Last Updated: 1 November 2025