skip to main content

Privacy Policy

TicketPlan Limited – Our Privacy Policy - your rights, your information and how we use it

TicketPlan is committed to protecting your personal information.

Our Privacy Policy contains important information about what personal details we collect; what we do with that information; who we may share it with and why and your choices and rights when it comes to the personal information you have given us.

We may need to make changes to our Privacy Policy; so please check our website for updates from time to time. If there are important changes such as changes to where your personal data will be processed; we will contact you to let you know.

Who we are

We are TicketPlan Limited (TicketPlan), part of the TicketPlan Group of Companies.

How to contact us

If you have any questions about our Privacy Policy or the information we collect or use about you, please contact;

The Data Protection Officer, TicketPlan Limited, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF


Information we collect and use

Information about you that we collect and use includes:

  • Information about who you are such as your name, date of birth and contact details
  • Information connected to your product or service with us such as your bank account details
  • Information about your contact with us such as phone calls, emails and letters
  • Information that is automatically collected e.g. via cookies when you visit one of our websites
  • Information classified as ‘sensitive’ personal information e.g. relating to your health, marital or civil partnership status. This information will only be collected and used where it’s needed to provide the product or service you have requested or to comply with our legal obligations
  • Information you may provide to us about other people e.g. joint applicants or beneficiaries for products you have with us
  • Information on children such as where a child is named as a beneficiary on the policy/contract taken out by someone on their behalf. In these cases, we will collect and use only the information required to identify the child such as their name, age, gender.

What are cookies?

A cookie is a small file – it’s saved onto your computer or other device when you visit our website.

Cookies store small pieces of information. For example - they will remember you've visited our website or performed a certain action.

We use cookies to help us improve your experience when you visit our website. For example, a cookie might store information so you don't have to keep entering it.

Where we collect your information

We will collect your personal information directly from you, from a variety of sources, including:

  • an application for a product or service
  • phone conversations with us
  • emails or letters you send to us
  • our online refund application / claims services

We may also receive personal information about you from the ticket seller you purchase a product from. This will apply when you share personal information that we need to administer a claim directly with the ticket seller.

What we collect and use your information for

We take your privacy seriously and we will only ever collect and use information which is personal to you where it is necessary, fair and lawful to do so. We will collect and use your information only where:

  • it is in the legitimate interests of us, you, the ticket sellers that sell products and insurers that we do so because it is necessary for the sale of products and the administration of claims and our use of your personal information will not cause you any unjustified harm;
  • it is in our legitimate interests to do so because it is necessary for the effective management of our business, including for the management of disputes and improving our services, and our use of your personal information will not cause you any unjustified harm;
  • you have given us explicit consent to use health data to administer a claim you make; or
  • it is necessary for us to meet our legal or regulatory obligations.

If you do not wish us to collect and use your personal information in these ways, it may mean that you are unable to make a claim under the products we administer.

Who we may share your information with

We may share your information with third parties for the reasons outlined in 'What we collect and use your information for.'

These third parties include:

  • Our Regulators and Supervisory Authority such as the Financial Conduct Authority (FCA) or the Information Commissioner’s Office for the UK (the ICO);
  • Ticket sellers that you purchase products we administer from;
  • Insurers;
  • Our professional advisors such as accountants, lawyers and consultants

We may also share your personal information with third parties if we sell, transfer or merge parts of our business or assets. If a change happens to our business, the new owners may use your personal information in the ways described in this privacy policy.

Whenever we share your personal information, we will do so in line with our obligations to keep your information safe and secure.

Where your information is processed

All of your information is processed in the UK and European Economic Area (EEA).

How we protect your information

We take information and system security very seriously and we strive to comply with our obligations at all times. Any personal information which is collected, recorded or used in any way, whether on paper, online or any other media, will have appropriate safeguards applied in line with our data protection obligations.

Your information is protected by controls designed to minimise loss or damage through accident, negligence or deliberate actions. Our employees also protect sensitive or confidential information when storing or transmitting information electronically and must undertake annual training on this.

Our security controls are aligned to industry standards and good practice; providing a control environment that effectively manages risks to the confidentiality, integrity and availability of your information.

How long we keep your information

We will only keep your personal information for as long as reasonably necessary to fulfil the purposes described in this privacy policy, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may keep your personal information for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To decide how long it is appropriate for us to keep your personal information, we consider the amount, nature and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

Your individual rights

You have several rights in relation to how TicketPlan uses your information. They are described below. If you wish to exercise any of your rights please contact us at The Data Protection Officer, TicketPlan Limited, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF or by email to:

Right to be informed

You have a right to receive clear and easy to understand information on what personal information we have, why and who we share it with – we do this in our Privacy Policy. Right of access

You have the right of access to your personal information. If you wish to receive a copy of the personal information we hold on you, you may make a data subject access request (DSAR).

Right to request that your personal information be rectified

If your personal information is inaccurate or incomplete, you can request that it is corrected.

Right to request erasure

You can ask for your information to be deleted or removed if there is not a compelling reason for TicketPlan to continue to have it.

Right to restrict processing

You can ask that we block or suppress the processing of your personal information for certain reasons. This means that we are still permitted to keep your information – but only to ensure we don’t use it in the future for those reasons you have restricted.

Right to data portability

You can ask for a copy of your personal information for your own purposes to use across different services. In certain circumstances, you may move, copy or transfer the personal information we hold to another company in a safe and secure way.

Right to object

You can object to TicketPlan processing your personal information where it’s based on our legitimate interests (including profiling); for direct marketing (including profiling); and if we were using it for scientific/historical research and statistics.

Right to withdraw consent

Where we are using your personal data on the basis of your consent, you have the right to withdraw your consent at any time. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to administer a claim you wish to make. We will advise you if this is the case at the time you withdraw your consent.

How to make a complaint

We will always strive to collect, use and safeguard your personal information in line with data protection laws. If you do not believe we have handled your information as set out in our Privacy Policy, please contact us using the following details:

The Data Protection Officer, TicketPlan Limited, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF


If you are still unhappy, you can complain to our Supervisory Authority. Their contact details are: