At Solvenza Limited (“Solvenza”, “we”, “us”, “our”), we're committed to protecting your privacy, treating you fairly, and supporting you in a way that aligns with our values and the FCA's Consumer Duty.
This Privacy Policy explains:
- What personal information we collect
- Why we collect it
- How we use and protect it
- Your rights under UK GDPR
- How to contact us
We understand that financial matters can feel sensitive. Our aim is to make things clear, respectful and transparent.
Who We Are
Solvenza Limited
Registered in England & Wales: 08312380 I FRN: 718517
Registered office: Cohav House, 17 Aviation Way, Southend Airport, Southend on Sea, Essex, SS2 6UN
Email: customer@solvenza.co.uk
Telephone: 0808 196 8225
Solvenza is authorised and regulated by the Financial Conduct Authority (FCA)for accounts we administer.
In most cases, Solvenza acts as a Data Controller for the personal information we hold.
Where We Get Your Information
We may receive your personal information:
- When Solvenza purchases your account from a lender or service provider
- Directly from you (phone, email, SMS, letter, portal)
- From a third party authorised to act for you
- From credit reference agencies
- From tracing or address-verification partners (where appropriate)
- From publicly available sources (e.g., registers, databases)
We only collect information that is necessary to manage and support your account fairly.
What Information We Collect
Depending on your situation, we may process:
Identity & Contact Information
- Name, address, date of birth, contact details
Account & Financial Information
- Account reference numbers
- Outstanding balance and repayment history
- Payment arrangements
- Banking information (if you provide it voluntarily)
Communication Records
- Call notes and recordings
- Emails, letters, SMS messages
- Customer portal activity
Credit & Risk Information
- Credit reference agency data
- Affordability and vulnerability indicators
Vulnerability or Support Needs
You may choose to share information about your mental/physical health or circumstances so that we can support you better.
We treat this with extra care and record only what is necessary.
Why We Use Your Information
We only use your personal data where we have a lawful basis under UK GDPR.
Our main reasons include:
Legitimate Interests
- Managing purchased accounts
- Contacting you in a fair, respectful way
- Helping you find affordable, sustainable solutions
- Recovering sums lawfully owed
- Preventing fraud and financial crime
Legal Obligations
- FCA regulatory requirements
- Complaint handling
- Record-keeping
- Court orders or statutory reporting
Performance of a Contract
- When we manage or enforce a credit agreement we have purchased
Consent
- Only where required (for example, when recording special category data)
We never sell your data.
How We Support Customers in Vulnerable Circumstances
We understand that life events can make financial matters harder.
If you tell us you need additional support — or we believe support may be needed — we may record this information to:
- Tailor communication
- Pace conversations to suit your needs
- Provide breathing space
- Offer flexible repayment options
- Pause activity while we assess your situation
We only record what is necessary, with care and in line with UK GDPR Article 9 rules.
Who We Share Your Information With
We only share data when necessary, with:
- Credit reference agencies (for verification or trace purposes)
- Regulators (e.g., FCA, ICO, FOS)
- Solicitors or courts (if legal action is necessary)
- Technology partners who help us deliver our services
- Tracing, mailing or printing service providers
- Any third party you authorise to act on your behalf
All partners acting on our instructions must follow strict confidentiality and data protection rules.
We do not sell or share data for marketing.
International Transfers
Our default position is to keep your data in the UK or EEA.
If data must be transferred overseas (for example, for cloud hosting), we ensure:
- The location has UK adequacy approval, or
- Appropriate safeguards (such as Standard Contractual Clauses) are in place
We will always ensure your data remains protected to UK GDPR standards.
How We Protect Your Information
We use technical and organisational measures to keep your data safe, including:
- Encryption
- Secure networks and access controls
- Multi-factor authentication
- Staff training
- Secure deletion and retention limits
- Regular audits and monitoring
No unauthorised person can access your data.
How Long We Keep Your Information
We keep your information only as long as necessary for:
- Managing your account
- Meeting legal and regulatory requirements
- Handling complaints or disputes
- Reporting obligations
After this period, your data is securely deleted or anonymised.
Your Rights
Under UK GDPR, you have rights over your personal data. These include:
- Right to be informed
- Right of access (SAR request)
- Right to rectification
- Right to erasure (“right to be forgotten”)
- Right to restrict processing
- Right to object
- Right to portability (in certain cases)
- Rights regarding automated decision-making
To exercise any of these rights, email us at: customer@solvenza.co.uk
We may need to verify your identity before responding.
Contact Us
If you have questions about this Privacy Policy or how we use your data, contact:
Data Protection Officer
Solvenza Limited
Cohav House, 17 Aviation Way, Southend Airport, Southend on Sea, Essex, SS2 6UN
Email: customer@solvenza.co.uk
Telephone: 0808 196 8225
If you remain unhappy, you can contact the Information Commissioner's Office (ICO): www.ico.org.uk
