PRIVACY POLICY
Last updated: 19 May 2026
1. About this policy
GRS International Ltd trading as Complex Claims International ("Complex Claims", "we", "us", "our") is committed to protecting the privacy of visitors to our website and the individuals whose personal data we hold in the course of our business.
This Privacy Policy explains what personal data we collect, how we use it, who we share it with, and your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Who we are
Complex Claims International is the data controller responsible for your personal data.
Registered office: 3rd Floor, 70 Gracechurch Street, London, EC3V 0HR
Email:enquiries@complexclaims.partners
Website: complexclaims.partners
ICO Registration Number:
We also work with affiliated offices and partner entities in Dubai and Doha through which we deliver services across the Middle East. Where personal data is shared with these entities, appropriate data protection safeguards are in place.
3. Personal data we collect
We collect and process the following categories of personal data:
Information you provide directly
Name, job title, employer, business contact details (email, telephone, address)
Information contained in enquiries, instructions, or correspondence
Information submitted through forms on our website
Information provided in the course of providing our claims and surveying services
Information collected automatically
IP address, browser type, device information
Pages visited, time spent on the site, referring website
Cookie and analytics data, including data collected through Squarespace's built-in analytics and, where enabled, Google Analytics (subject to your consent, see our Cookie Policy)
Information from third parties
Information provided by insurers, brokers, reinsurers, or other professional parties in connection with instructions
Publicly available information (Companies House, professional registers, regulatory bodies)
Special category and sensitive data
Depending on the nature of claims or instructions, we may process special category personal data (such as health, injury, or medical information) or information relating to criminal allegations or legal claims where necessary for insurance, legal, or regulatory purposes. We only process such data where we have an appropriate lawful basis under Article 9 UK GDPR and a relevant condition under Schedule 1 of the Data Protection Act 2018.
4. How we use personal data
We use personal data for the following purposes:
To provide our services
Managing instructions from insurers, brokers, reinsurers, and other clients
Conducting loss adjusting, surveying, and claims and risk advisory work
Communicating with parties involved in claims (insureds, contractors, third parties, experts, legal representatives)
To run our business
Managing client relationships and business development
Internal record-keeping, billing, and accounting
Compliance with regulatory and professional obligations (including those of the Chartered Institute of Loss Adjusters and the Royal Institution of Chartered Surveyors)
To communicate with you
Responding to enquiries
We may send business-related marketing communications where permitted under applicable law or where consent has been obtained where required
Notifying you of changes to our services
To improve our website and services
Analysing how visitors use our site (subject to your cookie preferences)
Maintaining the security and performance of our website
5. Lawful basis for processing
We rely on the following lawful bases under UK GDPR. The table below sets out how each basis maps to specific processing activities:
Website enquiries: Legitimate interests
Claims handling and service delivery: Contract / Legal obligation
Business marketing communications: Consent or legitimate interests, as applicable
Website analytics cookies: Consent
Compliance with regulatory and professional obligations: Legal obligation
Special category data in claims work: Article 9 UK GDPR conditions and Schedule 1 Data Protection Act 2018, including legal claims and insurance purposes
Where we rely on consent, you can withdraw it at any time. Where we rely on legitimate interests, our interests are balanced against your rights and freedoms.
6. Sharing your personal data
We may share personal data with:
Carefully selected partner firms and associated experts located internationally where necessary to deliver claims and surveying services
Insurers, brokers, reinsurers, lawyers, experts, and other professional parties involved in a claim
IT and software providers who support our business operations (under appropriate data protection agreements)
Regulatory and professional bodies where required
Law enforcement, courts, or regulators where legally required
We do not sell personal data to third parties.
7. International data transfers
Because we operate in the United Kingdom and work with affiliated offices and partner entities in the Middle East and other international locations, personal data may be transferred outside the UK.
Where personal data is transferred to a country that does not have an equivalent level of data protection to the UK, we put in place appropriate safeguards, including the UK International Data Transfer Agreement (IDTA), Standard Contractual Clauses, or equivalent measures.
8. How long we keep personal data
We retain personal data for as long as necessary to fulfil the purposes for which it was collected. Retention periods may vary depending on contractual requirements, limitation periods, litigation risk, and regulatory obligations.
Typical retention principles:
Active client relationships: for the duration of the engagement plus a minimum of seven years thereafter, in line with professional, regulatory, and legal requirements
Claim files: retained in line with insurance industry standards, limitation periods, and contractual requirements, which may extend beyond seven years where appropriate
Marketing data: until you withdraw consent or we determine it is no longer relevant
Website analytics: in line with our cookie settings and analytics provider retention periods
9. Automated decision-making
We do not use personal data for solely automated decision-making or profiling that produces legal or similarly significant effects on individuals.
10. Your rights
Under UK GDPR you have the following rights:
Right of access — to obtain a copy of personal data we hold about you
Right to rectification — to have inaccurate data corrected
Right to erasure — to request deletion of your data in certain circumstances
Right to restriction — to limit how we process your data
Right to object — to object to processing based on legitimate interests or for marketing
Right to data portability — to receive your data in a portable format
Right to withdraw consent — where processing is based on consent
To exercise any of these rights, please use the data protection contact details in Section 14.
11. Complaints
If you are not satisfied with how we handle your personal data, you have the right to complain to the Information Commissioner's Office (ICO):
Website: ico.org.uk
Telephone: 0303 123 1113
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We would, however, appreciate the opportunity to address your concerns first. Please contact us using the details in Section 14 before approaching the ICO.
12. Security
We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, alteration, or disclosure. These include access controls, encryption where appropriate, secure storage, and staff training.
13. Changes to this policy
We may update this Privacy Policy from time to time. The current version will always be available on our website with the "Last updated" date shown above.
14. Contact
Data protection enquiries:enquiries@complexclaims.partners
Address: 3rd Floor, 70 Gracechurch Street, London, EC3V 0HR