1. Introduction
Phoenix Money Group Ltd (“Phoenix Money”, “we”, “us” or “our”) is the Data Controller of your personal information for the purposes of the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 (“DPA 2018”), and the Data (Use and Access) Act 2025 (“DUAA 2025”).
We respect your privacy and are committed to protecting your personal information. We comply with the principles of UK data protection law and are committed to maintaining the highest standards of best practice when processing your information.
This Privacy Policy (“Policy”) is intended to inform you how we collect, use and disclose your personal data when you use our website or the services provided by us. Please take a few moments to read and understand this, Policy.
By using our website and services you consent to our collection and use of your information as described in this Policy. If we change our Policy and/or procedures, we will update this Policy to keep you aware of what information we collect, how we use it and under what circumstances we may disclose it.
Our continued use of the website or services after this Policy has been amended shall be deemed to be your continued acceptance of the terms and conditions of this Policy, as amended. We encourage you to review this Policy regularly.
In addition to this Policy, each service offered by us may have additional privacy provisions specific to that service. These supplemental disclosures are made adjacent to the particular service at the time your information is collected.
2. What Information Do We Collect?
All your information will be held and used in accordance with applicable UK data protection law. If you want to know what information we collect and hold about you, please contact us at
enquiries@phoenixmoney.co.uk
When you visit and use our website or request our services you may provide us with, or we may collect, your personal information such as your postal address, email address and other personal details.
2.1 Information you voluntarily provide to us
We collect and maintain information that you voluntarily submit to us during your use of our website or services, for example, your name and email address to add to a mailing database, or information provided during email and customer support interactions.
Different sections of the website may ask for different pieces of information. You can choose not to provide us with certain information, but this may stop you from accessing a service or limit features available to you.
2.2 Information we collect through your use of our website
As you use our website, information may also be passively collected by us through our use of cookies, web beacons, pixels, log files, and other technologies. This information helps us deliver more relevant information, services, and tools.
Under the DUAA 2025, certain cookies used solely for statistical or functionality purposes may be set without requiring your prior consent. Where consent is required, we will ask for it clearly. Please see our Cookie Policy for full details.
3. Protection of Children’s Personal Information
Our site is not designed for children. In line with the DUAA 2025 and the ICO’s Age Appropriate Design Code, we give specific consideration to the needs of children when designing our data processing activities.
We do not knowingly market to, or collect personal information from, children under the age of 16 without appropriate parental or guardian consent.
We recommend that parents or guardians supervise young people while they are online.
If you are under 16, you should always ask your parent or guardian before responding to anything on our website or asking us to send you anything.
If we become aware that we have inadvertently collected personal information from a child without appropriate consent, we will take steps to delete it promptly.
4. How We Use Your Information
We will use your information as outlined below and as outlined at the time of collection. We process your personal data on the basis of legitimate interests, contractual necessity, legal obligation, and/or your consent.
4.1 To Provide the Services
In general, we use your information as necessary or appropriate for our business purposes including to:
Administer your account (where applicable)
Register you and provide access to our website or services
Respond to your enquiries or requests
Fulfil orders for products or services
Send communications and administrative emails about our website or services
Personalise and improve the features, performance, and support of our website and services
Analyse usage data, conduct research, and benchmark user interactions
Deliver customer support
Meet our anti-money laundering and fraud prevention obligations
4.2 Marketing
Where you have provided us with the appropriate consents, or where UK data protection law entitles us to do so, we may send you marketing materials about other products or services offered by Phoenix Money. We are fully committed to ensuring your rights under the UK GDPR, DPA 2018, and Privacy and Electronic Communications Regulations 2003 (as amended) are respected.
You can opt out of receiving marketing communications at any time by clicking the “unsubscribe” link in any of our emails, or by contacting us directly at info@phoenixmoney.co.uk.
5. Your Rights
Under UK data protection law, you have a number of rights regarding your personal information:
Right of access: You may request a copy of the personal information we hold about you. We will respond within one month of receiving your request. We are only required to conduct a reasonable and proportionate search for your information in response to your request.
Right to rectification: If any information we hold about you is inaccurate, you may ask us to correct it.
Right to erasure (‘right to be forgotten’) – You may ask us to delete your personal information. Please note we may need to retain certain information to meet legal obligations or for legitimate interests.
Right to restrict processing: You may ask us to restrict how we process your data in certain circumstances.
Right to data portability: You may request that we provide your personal data in a structured, commonly used, machine-readable format.
Right to object: You may object to our processing of your personal data in certain circumstances, including for direct marketing.
Right to complain: You have the right to raise a complaint with us directly about how we handle your personal data (see Section 5.1 below). You also have the right to complain to the Information Commission.
To exercise any of these rights, please contact us in writing at enquiries@phoenixmoney.co.uk.
5.1 How to Make a Complaint to Us
From 19 June 2026, the DUAA 2025 makes it mandatory for data controllers to operate an accessible internal complaints process. In accordance with this requirement, if you have a concern about how we handle your personal information, you can raise a complaint with us by:
Emailing us at enquiries@phoenixmoney.co.uk
Writing to us at: Data Protection Officer, Phoenix Money Group Ltd, Suite 5, 42 Jamaica Street, Liverpool, L1 0AF
We will acknowledge your complaint within 30 days of receipt and will respond to it without undue delay, keeping you informed of progress.
If you remain unhappy with our response, you may escalate your complaint to the Information Commission (formerly the Information Commissioner’s Office) at www.ico.org.uk or by calling 0303 123 1113.
6. How We Disclose Your Information to Third Parties
We may share your information with third parties as specifically approved by you or under the circumstances described below.
6.1 Disclosure for Legal Reasons
We may disclose your information if we are under a duty to do so to comply with any legal obligation, or in order to enforce or apply our terms and conditions and other agreements, or to protect the rights, property, or safety of our customers or others. This includes exchanging information with other companies and organisations for fraud protection and anti-money laundering purposes.
6.2 Changes to our Company
In the event we go through a business transition such as a merger, acquisition by another company, or sale of all or a portion of our assets, your information may be among the assets transferred. You acknowledge that such transfers may occur and are permitted by this Policy.
7. Updating and Control of Your Information
7.1 Opting Out of Marketing Communications
When you receive electronic marketing communications from us you will have the opportunity to opt out by following the unsubscribe instructions provided in emails, or by contacting us at enquiries@phoenixmoney.co.uk.
7.2 Preference Services
The Telephone Preference Service (TPS), the Corporate Telephone Preference Service (CTPS) and the Mailing Preference Service (MPS) allow you to opt out of unsolicited marketing contact. However, if you have previously given us your consent, you may still receive marketing communications from us even if you are registered with one of these services.
7.3 Contacting Us
If your information has changed or you no longer wish to receive marketing communications from us, please email us at enquiries@phoenixmoney.co.uk.
8. Third Party Links and Services
When you use a link from our website to another website or request a service from a third party, this Policy no longer applies. Your browsing and interaction on any other website is subject to that website’s own rules and policies.
We do not monitor, control, or endorse the information collection or privacy practices of any third parties. We encourage you to review the privacy policies of every website you visit or third party service provider you deal with.
9. Where We Store Your Information
We will take all reasonable steps necessary to ensure that your information is treated securely and in accordance with this Policy and UK data protection law, including when transferring data internationally.
10. Security of Your Information
We follow appropriate security procedures in the storage and disclosure of your information to prevent unauthorised access by third parties, and we require those parties to whom we transfer personal information to comply with the same.
Unfortunately, the transmission of information via the internet is not completely secure. Any such transmission is at your own risk, and we shall not be responsible for any unauthorised use, distribution, damage or destruction of your information, except to the extent required by law. Once we have received your information, we will use security procedures and features to prevent unauthorised access to it.
11. Reporting Security Vulnerabilities
Phoenix Money is committed to the privacy, safety and security of our customers. If you discover a potential security vulnerability, please report it to us responsibly by emailing enquiries@phoenixmoney.co.uk. We will respond as soon as possible and keep you informed as we investigate. Publicly disclosing a potential vulnerability before notifying us could put others at risk.
12. Changes to this Policy
We may amend or update this Policy by publishing a new version on our website at any time. We encourage you to check back regularly to ensure you remain happy with the terms under which we process your personal data.