Privacy notice - Customer exit survey
This privacy notice explains how we will use your personal data for this one-off survey about why former customers moved their pension and/or investments away from us. The information you share will enable us to identify opportunities to make improvements to the service we provide to customers. Full details of how we keep your data safe can be found in our full privacy notice and available on our website.
Who are we?
When we say “we”, “us”, or “Nucleus” in this notice, we mean the companies in the Nucleus Group that provided your account or platform services. If you are unsure which company this is, or have any questions about this notice, please contact our Data Protection team at dataprotection@nucleusfinancial.com.
Our lawful bases
We rely on our legitimate interests to select and contact a limited group of former customers, analyse their feedback to help improve our products and services and to administer the voucher incentive.
What personal data we'll process and why
- your survey answers, including your reasons for leaving; optional age-band and gender responses and any free-text comments to understand why customers leave and identify opportunities to make improvements to the service we provide;
- your email address to administer the £25 thank you voucher; and
- we will process your survey responses to create anonymised and aggregated research findings for internal reporting to relevant colleagues.
We will not use your survey responses to generate marketing leads, target promotions, make decisions about you, or create an individual profile.
What third parties we'll share your personal data with
- SurveyMonkey, which hosts the questionnaire and provides the response report;
- Huggg, which receives only the minimum contact detail needed to send the voucher.
How long we keep your data
- Personal data will be kept for no longer than six months after the exercise;
- Anonymised or aggregated research findings, which no longer identify you, may be retained for longer to inform service improvement and business strategy.
Your data protection rights
Details of your data protection rights can be found in our full privacy notice and available on our website.
To exercise any of your rights, ask a question, or complain about the use of your data please contact dataprotection@nucleusfinancial.com.