The policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners. Furthermore the way this website processes, stores and protects user data and information will also be detailed within this policy.
We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 27/06/2018.
At Flight Claims Hotline we are committed to dealing with you fairly and providing you with an excellent service. Unfortunately there may be occasions where we may not always get things right so if something has gone wrong, we would ask you tell us and we will do all we can to put things right.
How do I make a complaint?
You can contact us in writing (preferably by email but also by letter) or by speaking with our complaints manager, whose contact details are:
General Complaints Manager
General Complaints Manager
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
Your full name and contact details
Where you think we have gone wrong
The outcome you hope to achieve as a result of your complaint
Your reference number (if you have it)
If you require any help in making your complaint we will try to help you.
How will we deal with your complaint?
We will record your complaint centrally.
We will write to you within three working days acknowledging your complaint, and will enclose a copy of this policy.
We will investigate your complaint. This will usually involve:
Reviewing your complaint
Reviewing your file(s) and other relevant documents
Speaking with the person who dealt with your matter
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specified time scale.
We will update you on the progress of your complaint at appropriate times.
We will be happy to discuss the matter with you over the telephone. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.
We will write to you at the end of our investigation to tell you the outcome and what we propose to do to resolve your complaint. We will aim to do this within 21 days of the date of the initial letter we send to you.
Will there be cost for handling my complaint?
We will not charge you for handling your complaint.
Please note that if Your Solicitors have issued a bill for work done on the matter, and all or some of the bill is not paid, Your Solicitors may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.
What if I am not satisfied with the outcome?
We hope that you will be happy with the way we have handled your complaint, if not we would ask you to contact us again to give us a further opportunity to resolve any outstanding concerns you may have.
If you are still unhappy, and your complaint relates to the solicitors acting on your behalf (“Your Solicitors”), you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
by post at PO Box 6806, Wolverhampton, WV1 9WJ
by telephone: 0300 555 0333, or
by email: firstname.lastname@example.org
You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: legalombudsman.org.uk
Further information on GDPR, your data and your flight rights
Terms of website use
1.1. The copyright to the content, design, and any listing in this website is owned by Response Science Ltd (“we” or “us”) except for any downloadable reproduced case reports, to which the terms below do not apply. You may print and download extracts from this site on the following conditions:
1.2. The documents and graphics on this site are for personal use or for use within your firm or organisation; any copies of these pages that you view, print or save to disk or to any other storage medium may only be used for your personal viewing or for viewing within your firm or organisation and any pages or extracts printed or saved to disk or stored in any way, may not be distributed to third parties or sold or otherwise circulated for profit. You may however provide extract copies to third parties as part of any professional advice you may give them, provided that the source of our material is acknowledged in all copies.
1.3. You must not reproduce or store any part of this website or include it in any public or private electronic retrieval system or service.
2. Access to website
2.1. While we try to ensure that this site is normally available 24 hours a day, we will not be liable for loss if, for any reason, the site is unavailable for any period of time.
2.2. Access to this site may be suspended temporarily or permanently and without notice. Where it is urgent to contact us, you can do so by email to email@example.com
2.3. Certain areas of this website may be password protected (“protected areas”). In relation to any username and/or password allocated to you by us, you will:
Keep it secure and confidential and not disclose it to anyone outside your family
Immediately notify us when any person within your family is otherwise no longer authorised by you to access this website on your behalf, giving us details of all usernames and passwords of which they may have knowledge
2.4. The use of any password or username allocated to you is your sole responsibility. We will not be responsible for any loss caused by authorised or unauthorised use or misuse of this website by anyone using your username or password
2.5. While we try to ensure that this site is normally available 24 hours a day, we will not be liable for loss if, for any reason, the site is unavailable for any period of time.
2.6. This website offers links to other sites – they enable you to leave this site. We do not control the linked sites and we are not responsible for the contents of any linked site or any link in a linked site, or any changes or updates to such sites. The third parties controlling those sites are responsible for ensuring that their material complies with national and relevant foreign law. We are not responsible for any error, omission or inaccuracy in their material. We are also not responsible for webcasting or any other form of transmission received from any linked site. We provide these links to you only as a convenience, and the inclusion of any link does not imply our endorsement of the site.
2.7. We will try to maintain the security and confidentiality of any communication you have with us or data you supply to us, but due to the nature of internet communications, we cannot guarantee the security or confidentiality of internet communications either in your transmission to us or our onward transmission to any insurer or third party, and will not be liable for any loss arising as a result of a breach of security or confidentiality for this reason.
2.8. Where without charge we modify your software or hardware in order to assist your communications with us (whether via this website or otherwise) or to improve the functionality of your software, we will not be responsible for any loss you suffer as a result, and it will be entirely your responsibility to check and verify the functioning of all such hardware and software following modification.
3. The Information on this Website
3.1. The material on this site is supplied free of charge and does not constitute financial, legal or other professional advice either in relation to the products detailed in this website, or on any other issue. You must make your own inquiries and investigations before taking (or refraining from taking) any steps based on the material on this website and you should consult the appropriate advisor if you require expert advice.
3.2. We try to ensure that the information on this site is correct, but we do not give any express or implied warranty as to its accuracy. We do not accept any liability for error or omission or loss from the use of this site, or any material contained in it, or from any action or decision taken or not taken as a result of using this site or any such material.
4. The Services on this Website
4.1. In relation to services on this website such as online flight delay information and any similar facility, we will at all times attempt to ensure that it is accurate but this cannot be guaranteed, and we will not be liable for any loss which you may suffer as a result of you accessing that information.
The aim of this information is to provide you with full details on how your personal data is processed through the use of the Response Science websites and services.
The protection of your personal data is of particular importance to us and we will only contact you in relation to the service or services which you have visited or enquired about, or closely associated services which will be of relevance and value you to you now or in the future. This will include ongoing communication regarding the product you initially visited for, and potentially similar communication regarding changes affecting the claim type of interest to you, including changes to regulations which could lead to a refused or non-qualifying claim becoming valid to pursue.
Description of processing
We securely store traffic and visitor data for purposes of processing a visit or an enquiry and the following is a broad description of the way this organisation/data controller processes personal information. To understand how your own personal information is processed you may need to refer to any personal communications you have received, check any privacy notices the organisation has provided or contact the organisation to ask about your personal circumstances.
Reasons/purposes for processing information
We process personal information to enable you to access legal services to assist with your claim. We also process personal information in order to maintain our own accounts and records, provide optimum customer service, promote our services and to support and manage our employees.
Type/classes of information processed
We process information relevant to the above reasons/purposes.
This information may include:
. Personal details
. Family details
. Financial details
Whose information is processed?
We process personal information about:
. Website visitors
Who the information may be shared with:
We only disclose your personal data to our service and partner companies in as far as this is absolutely necessary for legitimate interest, order processing and the fulfilment of contractual requirements (e.g. on the basis of Art. 6 para. 1 lit. b. GDPR or on the basis of legitimate interests pursuant to Art. 6 para. 1 lit. f. GDPR).
If we use third parties or subcontractors to provide our services, we take appropriate legal, technical and organizational measures to ensure the protection of personal data in accordance with regulatory and legal requirements.
We need to share the personal information we process with legal organisations and airlines in order to pursue claims and perform a service to our customers. Where this is necessary we are required to comply with all aspects of the GDPR. What follows is a description of the types of organisations we may need to share some of the personal information we process with for one or more reasons.
Where necessary or required we share information with:
. Family, associates or representatives of the person whose personal data we are processing
. Business associates
. Suppliers and service providers
. Ombudsman and regulatory authorities
. Complainants, enquirers
. Financial organisations
. Courts and tribunals
Providing financial services and advice
Personal information is also processed in order to provide financial services and advice. For this reason the information processed may include name, contact details, family details. This information may be about clients and friends, associates and family of clients, as well as suppliers and enquirers.
It may sometimes be necessary to transfer personal information overseas. When this is needed information may be transferred to countries or territories around the world. Any transfers made will be in full compliance with all aspects of the data protection act.
Our procedures in practice
Response Science places great importance on protecting information that is supplied to us.
Response Science treats the handling of personal information very seriously and will always act in accordance with the GDPR.
Any personal information you provide to us will be used to enable us to assist or deal with any service that you have requested from us including that what is needed by a third party providing a product or service and working on behalf of Response Science. Your personal information will be kept confidential and stored securely until a time it is no longer required under the Act and will only be disclosed without your specific approval in circumstances that are necessary by law or in compliance with a regulatory or legal process.
Your right to the information we hold on you
The GDPR provides you with a right to receive details of any personal data we are holding for you. Please contact us at firstname.lastname@example.org or write to us at our registered office if you would like to see the information held. If you feel any information we hold about you is incorrect similarly please contact us at the same address.
Whilst every effort is made to ensure this website is safe and secure users contacting this website do so at their own discretion and at their own risk. We cannot guarantee any emails sent by you to us or by us to you will be received or will remain secure during or following them being sent.
We make no warranties in relation to the accuracy of any information which may appear on linked websites. Any attempt to access a linked website would be at the users sole risk.
Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.
Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors.
Other cookies may be stored to your computer’s hard drive by external vendors when this website uses referral programs, sponsored links or adverts. Such cookies are used for conversion and referral tracking and typically expire after 30 days, though some may take longer. No personal information is stored, saved or collected.
To further optimise its websites, Response Science gathers and saves all statistical and keystroke data that is automatically transmitted by your internet browser or visit, in order that we may monitor visitors to our site and assist visitors who are unable to complete the web forms they begin via live chat or other contact such as a call, email or SMS, and in turn allowing us to understand better how our website is being used. The collection and storage of the data captured is anonymous.
You may wish to decline the use and saving of cookies from this website by adjusting the settings within your web browser’s security settings.
Social Media Platforms
If you communicate, engage, and take action through external social media platforms that this website itself participates in, you do so subject to the terms and conditions and privacy policies held at the time with each social media platform.
Contact & Communication
Users contacting this website and/or its owners do so at their own discretion and provide any such personal details requested at their own risk. Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 1998. Every effort has been made to ensure a safe and secure form to email submission process but advise users using such form to email processes that they do so at their own risk.
This website and its owners use any information submitted to provide you with further information about the products / services they offer or to assist you in answering any questions or queries you may have submitted.
Email and attachments are intended for the addressee(s) only and may contain confidential or privileged information. If you believe you have received a message in error, please notify us by reply and delete the message without copying or disclosing it. Any views or opinions given in email communications do not necessarily represent those of Response Science Ltd or its employees.
5. General Terms and Definitions
5.1. By accessing any part of this site, you will be deemed to have accepted these terms in full.
5.2. In these Terms and Conditions the following definitions apply:
“we”, “us” or “our” means Response Science Ltd or belonging to it.
“you” or “your” means you, your partnership, Limited Liability Partnership, Limited Company or other business organisation, and its partners, members and directors, and its employees consultants and self employed individuals within its control.
“loss” means any damage (including, without limitation, damages for loss of business or loss of profits, reputation or goodwill) arising in contract, tort or otherwise
5.3. These terms are governed by and interpreted in accordance with English Law. Any dispute will be subject to the sole jurisdiction of the Courts of England and Wales.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
Fees refer to the agreed fee of up to 25% (plus VAT) of the gross compensation, payable for the services carried out, plus a fixed £25.00 admin fee.
8. Exchange rates
The maximum payment per passenger is €600, and other payment amounts will vary in line with the journey distance and other criteria Applied at regulatory level. Upon settlement of payment per passenger, the date of the applicable exchange rate applied to the amount being paid may vary from airline to airline. In some cases, the exchange rate applied I each airline per settlement will be based on the date of the original flight, whilst in other cases airline settlement and exchange rate will be based on the exchange rate on the settlement date.