Our Policies

  • This privacy notice tells you what to expect us to do with your personal information.

    1. Contact details

    2. What information we collect, use, and why

    3. Lawful bases and data protection rights

    4. Where we get personal information from

    5. How long we keep information

    6. Who we share information with

    7. How to complain

    1. Contact details

    Post

    Lexentia Advisory Ltd, 71 Howard Street, , NORTH SHIELDS, Tyne And Wear, NE30 1AF, GB

    Email

    DPO@lexentia.com

    2. What information we collect, use, and why

    We collect or use the following personal information for the operation of client or customer accounts:

    • Names and contact details

    • Addresses

    • Purchase or service history

    • Account information, including registration details

    • Information used for security purposes

    • Marketing preferences

    We also collect or use the following special category information for the operation of client or customer accounts. This information is subject to additional protection due to its sensitive nature:

    • Health information

    We collect or use the following personal information for the prevention, detection, investigation or prosecution of crimes:

    • Names and contact information

    • Video recordings of public areas

    • Audio recordings of public areas

    • Call recordings

    • Financial information eg for fraud prevention or detection

    We collect or use the following personal information to comply with legal requirements:

    • Name

    • Contact information

    • Identification documents

    • Client account information

    • Any other personal information required to comply with legal obligations

    We also collect or use the following special category information to comply with legal requirements. This information is subject to additional protection due to its sensitive nature:

    • Health information

    We collect or use the following personal information for dealing with queries, complaints or claims:

    • Names and contact details

    • Addresses

    • Call recordings

    • Customer or client accounts and records

    • Correspondence

    We also collect or use the following special category information for dealing with queries, complaints or claims. This information is subject to additional protection due to its sensitive nature:

    • Health information

    3. Lawful bases and data protection rights

    Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

    Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

    1. Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. 

    2. Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. 

    3. Your right to erasure - You have the right to ask us to delete your personal information. 

    4. Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. 

    5. Your right to object to processing - You have the right to object to the processing of your personal data. 

    6. Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. 

    7. Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. 

    If you make a request, we must respond to you without undue delay and in any event within one month.

    To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

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    Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:

    • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

    • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

    • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

    Our lawful bases for collecting or using personal information for the prevention, detection, investigation or prosecution of crimes are:

    • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

    • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

    Our lawful bases for collecting or using personal information to comply with legal requirements:

    • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

    • Legal obligation – we have a legal duty to provide reasonable adjustment to our clients and customers.  To do this we will have to gather and process special category information including Health Information.

    • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

    Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

    • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

    • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

      • Identify and communicate with the individual making the query, complaint, or claim;

      • Investigate and resolve the matter effectively;

      • Maintain records of interactions for accountability, regulatory compliance, and quality assurance;

      • Protect the rights and interests of both the individual and our organisation or relevant third parties.

    For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

    4. Where we get personal information from​

    • Directly from you

    • CCTV footage or other recordings

    • Debt collection agencies

    • Publicly available sources

    • Credit reference agencies

    • Suppliers and service providers

    • Third parties:

      • Tracing Agencies

    5. How long we keep information​

    Our data retention policy is 6.5 years, subject to an ongoing need to retain information such as where we have reason to believe we may need to retain your data under the Limitation Act.  For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

    ​

    6. Who we share information with​

    Others we share personal information with

    • Debt collection agencies

    • Professional or legal advisors

    • Professional consultants

    7. How to complain​

    If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.  If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

    The ICO’s address:           

    Information Commissioner’s Office
    Wycliffe House
    Water Lane
    Wilmslow
    Cheshire
    SK9 5AF

    Helpline number: 0303 123 1113

    Website: https://www.ico.org.uk/make-a-complaint

  • This statement was last updated November 2025.

    We at Lexentia Advisory are working to make our site www.lexentia.co.uk accessible to people with disabilities.

    What web accessibility is ​

    An accessible site allows visitors with disabilities to browse the site with the same or a similar level of ease and enjoyment as other visitors. This can be achieved with the capabilities of the system on which the site is operating, and through assistive technologies.

    • Used the Accessibility Wizard to find and fix potential accessibility issues

    • Set the language of the site

    • Set the content order of the site's pages

    • Defined clear heading structures on all of the site's pages

    • Added description alternative to images

    • Implemented colour combinations that meet the required colour contrast

    • Reduced the use of motion on the site

    • Ensured all videos, audio, and files on the site are accessible

    • Accessibility arrangements in the organisation

    Accessibility arrangements in the organisation

    We do not currently offer services from our business address, therefore do not consider a requirement for our premises to be compliant

    Requests, issues, and suggestions

    If you find an accessibility issue on the site, or if you require further assistance, you are welcome to contact us through the organisation's accessibility coordinator:

    ·       Phil Hodgson

    ·       info@lexentia.co.uk

     

  • 1. About these Terms

    These terms and conditions (the Terms) govern your use of this website (the Website). By accessing or using the Website, you agree to be bound by these Terms. If you do not agree, you must not use the Website.

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    2. About Us

    This Website is operated by Lexentia Advisory Ltd ("we", "us", or "our").

    Registered office: 71 Howard Street, North Shields, Tyne and Wear, NE30 1AF

    Company number: 16920017

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    3. Use of the Website

    You may use the Website for lawful purposes only. You must not use the Website:

    ·       in any way that breaches any applicable law or regulation;

    ·       in any way that is unlawful or fraudulent;

    ·       to transmit or procure the sending of any unsolicited or unauthorised advertising or promotional material; or

    ·       to knowingly introduce viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful.

    We reserve the right to suspend or withdraw access to the Website at any time without notice.

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    4. Intellectual Property

    All content on the Website, including text, graphics, logos, documents, and layout, is owned by us or our licensors and is protected by intellectual property laws. You may view, download, and print pages from the Website for your own personal or internal business use only. You must not reproduce, distribute, or exploit any content without our prior written consent.

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    5. Information on the Website

    The content on the Website is provided for general information only. It does not constitute legal, regulatory, financial, or professional advice and should not be relied upon as such. You should obtain appropriate professional advice before taking or refraining from any action based on the content of the Website.

    We make reasonable efforts to ensure the content is accurate and up to date, but we make no representations, warranties, or guarantees that the content is accurate, complete, or current.

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    6. Limitation of Liability

    To the extent permitted by law, we exclude all conditions, warranties, representations, or other terms which may apply to the Website or its content, whether express or implied.

    We will not be liable for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising out of or in connection with:

    ·       use of, or inability to use, the Website; or

    ·       use of or reliance on any content displayed on the Website.

    Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under the law of England and Wales.

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    7. Links to Third-Party Websites

    The Website may contain links to third-party websites. These links are provided for convenience only. We have no control over the content of those websites and accept no responsibility for them or for any loss or damage that may arise from your use of them.

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    8. Privacy and Cookies

    Your use of the Website is also governed by our Privacy Policy and Cookie Policy, which explain how we collect and use personal information.

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    9. Availability of the Website

    We do not guarantee that the Website, or any content on it, will always be available or uninterrupted. We may suspend, withdraw, discontinue, or change all or any part of the Website without notice.

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    10. Changes to these Terms

    We may update these Terms from time to time. Any changes will be effective when posted on the Website. Your continued use of the Website after changes are posted constitutes acceptance of the revised Terms.

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    11. Governing Law and Jurisdiction

    These Terms are governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms or the Website.

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    12. Contact

    If you have any questions about these Terms, please contact us at info@lexentia.co.uk

  • 1. Our Commitment

    We are committed to providing high-quality services and to dealing with complaints fairly, promptly, and transparently. We value feedback and view complaints as an opportunity to improve our services and address concerns constructively.

     

    2. Scope of this Policy

    This policy applies to complaints relating to our services, our staff, or the way we conduct our business. It is intended for clients, service users, and other individuals or organisations who are dissatisfied with any aspect of our work.

     

    3. What is a Complaint?

    A complaint is an expression of dissatisfaction, whether justified or not, about:

    ·       the standard of service we have provided;

    ·       the behaviour or conduct of our staff or representatives; or

    ·       our failure to meet expected standards or agreed arrangements.

     

    4. How to Make a Complaint

    Complaints should be submitted as soon as possible after the issue arises. This helps us to investigate matters effectively.

     

    You can make a complaint by:

    ·       Email: complaints@lexentia.co.uk

    ·       Post: Complaints Officer, Lexentia Advisory Ltd, 71 Howard Street, North Shields, Tyne and Wear, NE30 1AF

     

    Please include:

    ·       your name and contact details;

    ·       a clear description of the complaint;

    ·       relevant dates, correspondence, or documents; and

    ·       the outcome you are seeking, where possible.

     

    5. Acknowledgement and Investigation

    We will acknowledge receipt of your complaint within 10 working days.

     

    Your complaint will be reviewed by an appropriate person who was not directly involved in the matter, where possible. We may contact you for further information or clarification to help us investigate.

     

    6. Our Response

    We aim to provide a substantive written response within 25 working days of acknowledging your complaint. If the matter is complex and requires more time, we will keep you informed of progress and provide a revised timescale.

     

    Our response will set out:

    ·       our findings;

    ·       any actions we propose to take; and

    ·       any remedies or next steps, where appropriate.

     

    7. Escalation

    If you are not satisfied with our response, you may request that your complaint be reviewed further. Please submit your request in writing within 14 days of receiving our response, setting out why you remain dissatisfied.

     

    We will carry out a further review and respond within a reasonable timeframe.

     

    8. External Bodies

    Where applicable, you may have the right to refer your complaint to an external body or regulator. Details of any relevant escalation routes will be provided where appropriate.

     

    9. Record Keeping and Learning

    We keep records of complaints and outcomes to help us monitor service quality, identify trends, and improve our policies and procedures. Complaints are handled in accordance with our Privacy Policy.

     

    10. No Detriment

    Making a complaint will not affect the standard of service you receive from us. We will treat complainants with courtesy and respect at all times.

     

    11. Policy Review

    We review this policy periodically to ensure it remains effective and appropriate.

     

    Policy Version: v1.0

    Last updated: December 2025