Privacy Policy

FAS Privacy Policy

This privacy notice sets out how we handle the personal data of our members in compliance with applicable data protection legislation.

We recognise the importance of the correct and lawful processing of personal data in maintaining confidence in our operations. We fully endorse and adhere to the principles set out in the data protection legislation.

What information do we collect?

We may collect data including name, address, telephone number, date of birth, national insurance number, bank details, as well as pension and FAS entitlement. Other records may be kept (such as beneficiary details or health issues) in order for us to carry out our functions.

We process members’ personal data for the following purposes:

  • assistance administration
  • accounts and records
  • paying members
  • member feedback or to ask members to share their views of the FAS
  • updating and informing members of our activities (for example, our annual Member Focus)
  • quality assurance

The key reasons we process personal data are to enable assistance payments to be made to members, to keep members up-to-date with developments and to seek their input. We also seek feedback from members about customer service to help us improve our service.

How we’ll use your information

The legal basis that we rely on for processing your data will depend upon the circumstances in which it’s being collected and used. Most cases fall into one of the following categories:

  • Where processing is necessary in order for us to comply with a legal obligation.
  • In limited circumstances, where you’ve provided your consent to allow us to use your data in a certain way.

We won’t rent, swap or sell your personal data to any other organisation.

Legal requirements

We may disclose your personal data – which may include sensitive personal data – when required to by law. For example, to Her Majesty’s Revenue and Customs for tax purposes or to the police for the prevention or detection of crime. Regulators may also require us to share information.

Data sharing

We’ll only share your personal data with the organisations we’re legally required to under applicable legislation, including data protection legislation.

Sharing your data with third parties

We use service providers – for instance, payment services, technology providers, tracing services, printers – to help us provide you with our services.

Relevant persons within these service providers may be given access to your personal data, but only to allow them to perform their services for us.

Some service providers, or their sub-contractors, may be based outside the European Economic Area (EEA). In that case we’ll take steps to make sure any data transferred outside the EEA is done so in compliance with relevant data protection legislation and that the processing of your data is subject to appropriate security measures. We use Mailchimp to communicate with members. A link to their Privacy Notice can be found here.

If you receive compensation in another currency, we have to make the payment via a third party. In some instances, depending on where your overseas account is held, they may need to share some your data with another party outside of the European Economic Area (EEA), in order to facilitate the payment.

Data research

On occasion, we, or an authorised third party, may contact you for research purposes so that we can improve our services and better meet the needs of our members.

How long we’ll keep your data

We’ll keep your information in line with our retention policy. This means it’ll be retained for as long as you, or a dependent of yours, remain a member of the Financial Assistance Scheme.

We retain your information to comply with legal obligations, resolve disputes, and provide services. We’ll only retain your information if a business need or legal requirement exists. It’s not kept longer than is necessary for that purpose.

Asking us for the information we hold about you

Under data protection legislation you have the right to ask to see the personal data we hold about you and to ask why we hold that information. If you’d like to make such a request you should send it to:

The Data Protection Officer
c/o The Compliance Team
Financial Assistance Scheme
12 Dingwall Road

You can also email your request to [email protected].

We aim to comply with requests for access to personal data as quickly as possible and within 30 days of receipt unless there’s a good reason for delay. If so we’ll tell you, and let you know when you can expect to hear from us and the reason for the delay.

If you need any help you can call us on 0330 678 0000, between 9.00 and 17.30, Monday to Friday (except public holidays).


We continually strive to improve the quality and accuracy of the information we hold about you, for instance your contact details. We use external tracing services to make sure our information is correct and up-to-date, avoiding misdirecting communications.

We want to make sure your personal data is accurate and up-to-date. You may ask us to correct or remove personal data that you think is incorrect.

Telling us when things change

You can help us keep our records up-to-date by telling us when your personal details change.

To advise us of any changes to your details, please contact:

Telephone number: 0330 678 0000

Opening Hours: 9.00 and 17.30, Monday to Friday (except public holidays).
Email: [email protected]
Address:Pension Protection Fund
FAS Member Services
PO Box 287
NR18 8EZ

Some requests to update personal details must be provided in writing. Please refer to the Frequently Asked Questions on our website for further details.

Making a complaint

If you wish to raise a complaint about how we’ve handled your personal data, you can ask to have the matter investigated by writing to:

Resolutions Team
Financial Assistance Scheme
PO Box 287
NR18 8EZ

You can also email us to [email protected]. If you need any help you can call us on 0330 678 0000, between 9.00 and 17.30, Monday to Friday (except public holidays).

If you’re not satisfied with our response or believe we’re not processing your personal data in accordance with the law you can complain to the Information Commissioner’s Office

Changes to the privacy notice

We keep our privacy notice under regular review and we‘ll place any updates on the member website. This privacy notice was last updated on 3rd March 2018.