Privacy Information
Introduction
PIP Help CIC is a registered Non-Profit Community Interest Company (‘CIC’), advising and supporting people with disabilities, who wish to claim Personal Independence Payment (PIP).
Why do we need to collect and use your personal information (purposes for processing)?
Incoming Enquiries, Evaluation and Allocation of work. – We receive many enquiries about our services and support. At this point, we need basic information about your situation and your contact details. This enables us to contact you, discuss your situation, and decide whether we can support you further (either by providing advice, or by formally working with you).
Representation. – Should we offer our formal support, and you accept, we will then need to receive further personal information from you so we can provide assistance, advice, support and/or make a submission with regards to any claim for PIP (including any new application, change of circumstances, mandatory reconsideration, review or appeal for PIP including any appeal to the First-Tier Tribunal).
Do we rely on legitimate interests to process your personal information?
Incoming Enquiries, Evaluation and Allocation of work. – Yes, we rely on legitimate interests to process the personal information you provide when you first contact us; ask us about our services; share information with us and as we decide whether we are able to help you (i.e. evaluation and allocation of work).
Representation. – No, we do not rely on legitimate interests should we offer our formal support, and you accept. At this point, you will be asked to sign a set of Terms and Conditions (establishing a contract between us) which outlines why we need your personal information and what we will do with it in order to act on your behalf in all matters arising out of your application for (or appeal against a decision about) a Personal Independence Payment (PIP).
Who handles and sees my personal information?
Incoming Enquiries, Evaluation and Allocation of work. – Those who manage our social media platforms and helplines will handle incoming enquires. They pass your details onto our organisation who will then evaluate the personal information you provide.
Representation. – Your Representative (aka. ‘Caseworker’), if you are allocated one, will handle the majority of your personal information: You will provide information to them, and they will create notes to aid their delivery of our services to you.
How do we handle and store your personal information?
Incoming Enquiries, Evaluation and Allocation of work. – We use Facebook, email, calls and messages (via SMS and/or WhatsApp) to handle incoming enquiries. We arrange telephone call meetings using Calendly. We make notes on Google sheets and Word documents. Access to all systems and devices is controlled by unique logins and passwords.
Representation. – We use email, calls and messages (via SMS and/or WhatsApp) to discuss cases and receive information from you. We make notes on Word documents, storing these temporarily on password-protected work-only devices before uploading them to a secure system and deleting the temporary copies. Access to all systems and devices is controlled by unique logins and passwords. Representatives sign agreements with PIP Help CIC and follow policies and procedures we issue to them.
How long will you keep my personal information?
Privacy Information. – We will keep a copy of your personal information for seven years after the conclusion of your case (in case you raise a follow up enquiry, complaint, or other issue about the case and/or the advice we provided). If you approach us to use our services, but don’t then proceed, we will keep your personal information for one year (in case you come back to us in that time).
What are my rights?
PIP Help CIC is the Data Controller for the purpose of the UK General Data Protection Regulation (the “UK GDPR”). We are registered with the ICO, number: ZB186471.
Under the UK GDPR, you have the following rights. Please note that most of these are not absolute – they are qualified. For example, this means we may withhold information from you or continue to retain information if we believe this is necessary to comply with our obligations. To use any of your rights, please contact David Simpson via calling on 0330 124 8555 or emailing support@piphelp.org.
• Subject Access: you can request a copy of the personal data we hold about you.
• Correction of factually inaccurate personal data.
• Add your version of events to any personal information you believe is incomplete.
• Request erasure of your personal information: this enables you to ask us to delete or remove personal data where there is no good reason for us continuing holding
or using it.
• Object where we are relying on a legitimate interest and there is something about your particular situation which makes you want to object.
• Object where we are processing your personal information for marketing purposes.
• Request the restriction of processing: this enables you to ask us to suspend the processing of personal information about you (e.g. if you want us to check the
accuracy of data, or the reason for processing it).
Complaint. – You have a right to complain about our handling of your personal information. In the first instance, please submit your complaint to David Simpson via
calling on 0330 124 8555 or emailing support@piphelp.org.
• If you are unhappy with the outcome of our investigation of your complaint, you can complain to the Information Commissioner’s Office (ICO). The ICO can be contacted here: https://ico.org.uk/make-a-complaint/data- protection-complaints or via calling 0303 123 1113.
V2 / December 2025