Individuals

For individuals interested in GBG and their data

FAQs

Please see the FAQs below for the most frequently asked questions from individuals that our customers have been interacting with.

GBG provides an ID verification service to a number of car rental companies which enables them to quickly verify you. In some instances they may not be able to provide you with a vehicle based on the results of this check.

Should this be the case then they should offer an alternative verification method such as providing physical documents. If you're not having success with your local branch, then please contact their customer service line.

Why can’t GBG help?

The service GBG provides is encrypted, so we have no visibility of the data our customers enter or the response they receive. Each customer defines their own risk level and this is not something GBG can affect or influence.

Individuals trying to rent a car but fail the ID check are usually advised that they have a very small data footprint, for example:

  • They are paying by debit card (this is the most common reason).
  • They do not have credit cards/loans therefore there is little information held on them by the Credit Reference Agencies (such as Experian and Equifax).
  • They are not on the Open Electoral Register. You might know the Open Register by its old name “Edited Electoral Roll”, which many individuals have chosen to opt out of, so your name/address won't appear in the public list.

It is important to note that GBG is not a Credit Reference Agency but helps the car rental company complete customer ID checks that accesses information held by Credit Reference Agencies. This check does not leave a credit check footprint and will not impact your credit rating. To understand what data a Credit Reference Agency holds on you, you must contact them directly. More information can be found here.

You will have interacted with one of our customers. You should be able to identify who by the company name after GB Group, which is on the soft footprint on your credit report. Sometimes the company has a number of trading names, so may choose to use their registered company to complete the search.

This is usually displayed as:
GB Group - (name of company who conducted search) e.g. “GB Group – ABC Company”.

If you do not believe you have had any dealings with the company named, or one of their subsidiaries, you will need to contact them directly in order to notify them you have not transacted with them, and to inform them someone may have used your details fraudulently. They will have a team set up to deal with this type of query.

Alternatively, you can contact the credit report provider to request the removal of the search.

Why does GBG show on my credit report?

GBG plc offers an electronic identity verification service to organisations who wish to verify the identity of individuals as part of a customer registration process.

Our terms and conditions with these organisations stipulate they must have informed those individuals on whom searches are conducted. This is usually held within the company’s Data Protection Notice and/or Terms & Conditions of trade that an individual would normally agree to as part of the sign up process.

The searches are conducted by our customers for the purpose of verifying your identity and is not a credit check. There is a requirement placed on many organisations who need to comply with legislation for example Anti Money Laundering (AML) regulations. 

These searches do not have an impact on your credit file and are not be seen by any company performing their own credit check.

Why can't GBG help?

The service GBG provides is encrypted, so we have no visibility of the data our customers enter or the response they receive. Each customer defines their own risk level and this is not something GBG can affect or influence.

One of our customers who you have been engaging with will have carried out a check as part of a recent transaction, for example a mobile phone contract change, the opening of an online account or new credit agreement. This check is to ensure the bank details you provide are valid which will allow the smooth set-up of any arrangement you may have with them.

Our terms and conditions stipulate our customer must inform you they are conducting a check and what will happen.

No money will be taken as this will remain as a pending transaction.

This transaction will be removed by the bank within 5-7 working days from when it first appeared on your account.

Why can’t GBG help?

The service is encrypted, so GBG have no visibility of which customer carried out an ID check against you through our identity verification service. 

There are a number of reasons why you may have received a call for another individual, for example:

  • There was a keying error when the information was entered by GBG’s Customer / Data Partner
  • The number could have previously belonged to another individual and reallocated by the telecommunications provider
  • An individual may have provided contact details belonging to their partner or another family member
  • It could have been used fraudulently by another individual

Contact us using the details below to securely log a request for GBG to investigate the removal of this data.

To write to us:

Data Protection Officer
GB Group PLC
The Foundation
Heronsway
Chester
CH4 9GB

Call us on 0161 909 6713, or email us.

GBG is more than happy to consider a right to be forgotten, and you can submit your request via phone or in writing. We have one calendar month to respond.

It’s worth highlighting, GBG hold limited information where we are a Data Processor, so it’s likely we will need to pass your request onto our Customer or our Data Partner. Before submitting a request, please read the section on this page about GBG as a Processor to understand the role GBG play.

The right to erasure is not absolute and only applies in a number of circumstances:

  • We no longer need your data
  • You consented to the use of your data, but have now withdrawn consent
  • You have objected to the use of your data, and your interests outweigh those of GBG
  • Where you believe we have collected or used your data unlawfully
  • We have a legal obligation to erase your data
  • The data was collected from you as a child from an online service

More information on this right can be found on the ICO’s website, here.

To contact us, please use the following details:

To write to us:

Data Protection Officer
GB Group PLC
The Foundation
Heronsway
Chester
CH4 9GB

Call us on 0161 909 6713, or email us.

GBG is more than happy to consider a right to object to/restrict processing, and you can submit your request via phone or in writing. We have one calendar month to respond.

It’s worth highlighting, GBG hold limited information where we are a Data Processor, so it’s likely we will need to pass your request onto our Customer or Data Partner. Before submitting a request, please read the section on this page about GBG as a Processor to understand the role GBG play.

More information on this right can be found on the ICO’s website, here.

To contact us, please use the following details:

To write to us:

Data Protection Officer
GB Group PLC
The Foundation
Heronsway
Chester
CH4 9GB

Call us on 0161 909 6713, or email us.

GBG does not process data based on consent.

GBG does not share data with or from third parties based on consent as we do not believe this to be a viable, lawful means of doing so.

If you believe another organisation is processing data based on consent, please contact them directly.

GBG largely operates as a Data Processor on behalf of our Customers or Data Partners, which means we don't gather the data directly, nor are we able to update it.

What this means in practice, is that we check data we hold for our Data Partners, and if it's incorrect, we're happy to pass the message on to them. However, you still need to contact the company you are dealing with to correct their database.

It’s worth highlighting, we don't always have visibility of what data is held, for example Customer data is encrypted in our ID verification service so we can't see what record was input or the result returned. For our Data Partners, we do hold some data locally, with the majority of data held by the Data Partner, which means we have no visibility of what they hold.

If we do hold data on behalf of our Customers or Data Partners, we are unable to update or change it in any way as we're not the Data Controller, but we can suppress the incorrect data so we don’t share this incorrect record again. The reason why we can’t change it is if the Data Partner didn't update the record or changed it, then GBG’s update process would be overwritten in the new file provided by the Data Partner.

When challenging the accuracy of your data that you want corrected. You should:

  • State clearly what you believe is inaccurate or incomplete
  • Explain how the organisation should correct it
  • Where available, provide evidence of the inaccuracies

More information on this right can be found on the ICO’s website, here.

To contact us, please use the following details:

To write to us:

Data Protection Officer
GB Group PLC
The Foundation
Heronsway
Chester
CH4 9GB

Call us on 0161 909 6713, or email us.

Before submitting a subject access request, please read the section on this page about GBG as a Data Processor, to understand if you should submit this to us or to one of our customers.

Submitting a Subject Access Request

GBG has one calendar month to respond from receipt of your request. For more information on time limits, the ICO has some guidance here.

Please include:

Your name and contact details:

  • Any information to identify or distinguish you from other people with the same name
  • Any details or relevant dates that will help identify what you want
  • Please send your request to:

Data Protection Officer
GB Group PLC
The Foundation Heronsway
Chester
CH4 9GB

Or, email us.

Please read the relevant FAQ before submitting a request to understand if it's something we can help you with, plus they will provide guidance on timing.

Other requests to exercise your rights can also be made via phone or in writing.

Please write to:

Data Protection Officer
GB Group PLC
The Foundation
Heronsway
Chester
CH4 9GB

Or call us on 0161 909 6713, or email us.

Under the General Data Protection Regulation (GDPR), you may have heard of the term “Data Controller” and “Data Processor”. A Data Processor operates on the instructions of the Data Controller, which is predominately GBG’s role in relation to our products/services.

Responding to an individual’s rights is the responsibility of the Data Controller, which is typically GBG’s Customer, and in some cases, GBG’s Data Partner. 

A Data Partner is an organisation who gathers data about you, for the benefit of third parties, for example a Credit Reference Agency.

GBG as a Controller

GBG is a Business to Business organisation, which means we have limited dealings directly with individuals. The data we hold as a controller is gathered during the course of our business activity, for example:

  • You may have enquired via our website or through a GBG team member 
  • You may have applied for a role with GBG
  • You may be employed by one of our customers or suppliers
  • You may have shares in GB Group PLC

For full information on this, please see our Privacy Policy.

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