Our Policies
Each policy below explains how we work and how we protect the people and businesses we verify. Please read each policy in full.
If something has not gone as you expected with PPAC Solutions LTD, we want to hear about it. You can complain by email to info@ppac.co.uk, describing what happened. There is no charge, and no one will be treated less favourably for making a complaint.
What happens next
We acknowledge your complaint within 3 business days and assess it within 3 business days. Where an investigation is needed it begins within 5 business days, we update you at least every 10 business days, and we aim to resolve your complaint within 20 business days where practicable. If we need more time, we will tell you why, what progress we have made and when we now expect to finish.
If you are not satisfied
You can ask for your complaint to be treated as a dispute. It will then be handled by our Chief Operating Officer, with oversight by our Chief Executive Officer, and we will give you our final response in writing. Other routes open to you
If you are not happy with our final response, you can take things further.
About your personal data. You can complain to the Information Commissioner's Office, the UK's independent regulator for data protection. You can do this at any time and you do not have to wait for us to finish. The ICO does ask you to give an organisation the chance to deal with your complaint first, so it is usually quicker to come to us before you go to them. You can find out how at ico.org.uk/make-a-complaint.
Where your check was requested by an employer or agency, that organisation is responsible for deciding that the check happens and for the personal data involved, so you can also raise a data protection concern directly with them.
About your right to work. Your employer, not PPAC, decides what to do with the result of a check and is responsible for confirming your right to work. If you are concerned about how a result is being used, or you need your right to work confirmed another way, speak to your employer. They can check your right to work using the other methods the law allows.
Please tell us if something has gone wrong. That includes anything you think might be a security or fraud problem, anything suggesting that someone else has used your identity or your details, and anything that stops the service working, such as the app being unavailable or a check failing again and again.
Email us at info@ppac.co.uk. Tell us what happened, when you noticed it, and how we can reach you. If you think someone has used your identity, please say so in the subject line so that we can treat it accordingly.
What we do with your report
We record every report we receive and assess it to establish what has happened, how serious it is and who needs to deal with it. We then act to contain the problem, put it right, and keep you informed while we do. Afterwards we look at what caused it, so that the same thing does not happen again.
Where a report involves personal data from an identity check, we also tell the organisation that asked for that check. That organisation is responsible for your personal data under data protection law, and we support it in meeting its own obligations, including telling the Information Commissioner's Office or telling you where the law requires that.
You do not need to decide whether something is a complaint or an incident. Tell us what happened and we will deal with it the right way.
Identity repair means getting back the use of your own identity after someone else has used it.
Contact us if you think someone has used your identity, your documents or your details to complete a check with us, or if you have been told that a check was carried out in your name that you took no part in.
Email info@ppac.co.uk and put "identity repair" in the subject line.
We will look into what happened and talk it through with you. We will tell you what you can do straight away to protect yourself, who else you should tell and how to report the fraud, and where to get independent support. Where we can confirm that your identity was misused, and you ask us to, we can give you evidence of that to help you put things right with other organisations.
You do not need to have a complaint, or to have finished a check with us, to contact us about this.
Nothing. There is no fee for you to use PPAC's identity verification service. The organisation that asked you to complete the check, usually your employer or your agency, pays for it.
You will never be asked for payment details as part of a check. If anyone asks you to pay to complete a PPAC check, it is not us, and we would like to know. Email info@ppac.co.uk.
This statement explains how PPAC Solutions LTD makes money from its identity verification service. We publish it separately from our terms and conditions so that it is easy to find.
We make money by charging organisations for access to the service. Employers, agencies and contractors pay PPAC a subscription or licence fee to use it, and that fee is what funds the service.
We do not charge you anything, and we do not make money from you or from your personal data. In particular: we do not sell, rent or otherwise share your personal data with anyone for their own commercial purposes; we do not use your personal data, your identity documents or your face image for advertising or marketing; and we are not paid by anyone to reach a particular outcome on a check. The outcome is produced automatically, the same rules apply to every check, and no fee we receive depends on the result.