Working with Crosslight

Important things you need to know about how our services are delivered

Crosslight is a charity, and our services are provided free of charge to those in need.

• We are not able to provide advice about investments or taking out a regulated financial product. Nor are we able to provide advice on matters unrelated to your debts / financial difficulty, or provide specialist housing advice other than in relation to rent arrears / eviction

• We will not pay any debts for you, nor can we give you any money

Please do tell us if you feel unhappy with anything we have done, and we will do our best to put it right straight away. However if you feel that you would like to make a complaint about our service, you can find out how we will handle it and what your rights are by visiting our complaints page.

In order to give you the best advice, we may use information held about you by a credit reference agency - Experian, TransUnion, or Equifax (i.e. your ‘credit report’). This information will include electoral roll and financial data they hold about you as well as any other financial associations you may have. A record of this check may appear on your report but will not affect your credit rating

Our phone calls and client appointments are recorded. We also use generative AI to create transcripts and summaries of appointments and calls for our case records. You can find out more in our Privacy Policy.

You may end your relationship with Crosslight at any time by letting us know that you no longer wish us to assist you. We will then close your file and stop acting on your behalf.

Crosslight will advise you on your options and may recommend a course of action which we think is best for you, but it is always your decision as to what you would like to do.

If you use our service, we will ask you for personal information (‘data’) about your situation and finances. We take the privacy of your data very seriously and will ensure it is always securely stored and kept confidential. We are obliged to keep your data for regulatory and audit purposes for a period of six years after your case is closed.

We will never share your data with anyone else without your consent other than in certain limited circumstances such as for safeguarding, audit, or for other legal or regulatory reasons. You can find out more about what data we collect and how we handle it, as well as information about your data rights, in our Privacy Policy.

Any paperwork you give us will be stored electronically on your case file in accordance with our Privacy Policy. We will not usually be able to return paperwork to you, so please make sure you keep original copies of anything important.

If you start working with us, we ask that observe the following, otherwise we will close your case:

• Reply promptly to contact from us and attend your appointments at the agreed times

• Act honestly and give Crosslight full and accurate information about your circumstances and debts

• Tell us if your financial situation changes

• Treat our team with courtesy and respect