Last updated: 19/05/2026 

This privacy policy explains how Injury Support Services collects, uses and protects personal information. 

The ICO says privacy information should explain what personal data is used, why it is used, lawful bases, who it is shared with, retention, rights, and how to complain.

1. Who we are

Injury Support Services is a trading name of Total Legal Leads Ltd, company number 11896061. 

Total Legal Leads Ltd’s company address is: 

Merchant Chambers 
427–431 London Road 
Sheffield 
S2 4HJ 

Company telephone: 0114 399 1808 

Total Legal Leads Ltd is regulated by the Financial Conduct Authority, firm reference number 911949. 

For customer and operational enquiries, please contact: 

Injury Support Services / Injury Support Group 
55 Spring Gardens 
Manchester 
M2 2BY 

Email: enquiries@injurysupportgroup.co.uk 
Telephone: 03300 559531 

2. What this policy covers

This policy applies when you: 

• visit our website; 

• contact us through an online form; 

• contact us by email, telephone or another enquiry route; 

• ask us about injury support, legal support, rehabilitation or related services; 

• are referred to us by another organisation; 

• interact with our marketing, adverts or website tracking tools. 

This policy should be read alongside our Cookie Policy, which explains how we use cookies, pixels, analytics and advertising platforms. 

3. Personal information we collect

We may collect and use the following information: 

• your name; 

• email address; 

• telephone number; 

• postal address, where provided; 

• details of your enquiry; 

• information about an accident, injury or incident; 

• information about your support needs; 

• information about legal, rehabilitation or welfare needs; 

• details of any organisation that referred you to us; 

• records of calls, emails or other communications; 

• website usage information, such as pages visited and enquiry source; 

• marketing and advertising interaction data; 

• any other information you choose to provide. 

Because our services relate to injury support, some information you provide may include health-related information. This is classed as special category data under UK data protection law. 

4. How we collect your information

We may collect information directly from you when you: 

• complete a website form; 

• call us; 

• email us; 

• respond to advertising or marketing; 

• ask us to contact you; 

• provide information during an enquiry. 

We may also receive information from third parties, such as referral partners, advertising platforms, call tracking services, solicitors or support organisations, where this is lawful and relevant to your enquiry. 

5. How we use your information

We use personal information to: 

• respond to your enquiry; 

• understand your circumstances and support needs; 

• consider whether we may be able to introduce you to a solicitor or other provider; 

• contact you by phone, email, text or post about your enquiry; 

• manage referrals and introductions; 

• keep records of enquiries and outcomes; 

• meet legal, regulatory and compliance obligations; 

• manage our relationship with solicitor panel members and service providers; 

• monitor and improve our website, services and marketing; 

• measure advertising performance; 

• deal with complaints, disputes or legal issues; 

• prevent fraud, misuse or unlawful activity. 

6. Lawful basis for using your information

We only use personal information where we have a lawful basis to do so. 

Depending on the circumstances, we may rely on: 

Consent 
For example, where you ask us to contact you, agree to be referred to a solicitor or provider, or consent to certain cookies and tracking technologies. 

Legitimate interests 
For example, to respond to enquiries, manage our services, keep business records, improve our website and measure marketing performance, provided your rights do not override those interests. 

Contract or steps before a contract 
For example, where we take steps at your request before arranging or discussing a service. 

Legal or regulatory obligation 
For example, where we need to keep records, respond to regulators, or comply with applicable legal requirements. 

Explicit consent for special category data 
Where we use health-related information or other special category data, we will usually rely on your explicit consent, unless another lawful basis applies. 

7. Health and injury information

Information about injuries, medical treatment, rehabilitation needs or health conditions is sensitive. 

We will only collect and use this information where it is relevant to your enquiry and where we have a lawful basis to do so. 

Where appropriate, we may ask for your explicit consent before sharing this information with a solicitor, rehabilitation provider, case manager or other relevant professional. 

8. Sharing your information

We may share your information with selected third parties where this is relevant and lawful. 

This may include: 

• panel solicitors; 

• rehabilitation providers; 

• case managers; 

• medical experts or clinical service providers; 

• welfare, advocacy or support organisations; 

• call handling or call tracking providers; 

• website, hosting, CRM, form and IT providers; 

• marketing, analytics and advertising platforms; 

• professional advisers, insurers or auditors; 

• regulators, law enforcement bodies or public authorities where required. 

We will only share information that is necessary for the relevant purpose. 

Our panel of solicitors pay us for our operational services and marketing costs. These costs are not passed on to our clients. 

9. Solicitor and provider introductions

If we introduce you to a solicitor or another provider, that organisation will usually become responsible for how it uses your personal information after receiving it. 

They should provide their own privacy information and explain how they will use your data. 

You should read their privacy policy and terms before deciding whether to proceed with their services. 

10. Marketing

We may contact you about services that are relevant to your enquiry where we are legally permitted to do so. 

You can ask us to stop sending marketing communications at any time by contacting us at: 

enquiries@injurysupportgroup.co.uk 

We will not sell your personal information to unrelated third parties for their own marketing. 

11. Cookies and tracking technologies

Our website uses cookies and similar technologies to help the site work properly, understand how visitors use the site, improve our services and support marketing activity. 

This may include analytics, advertising, call tracking, form tracking and similar tools provided by third-party platforms. 

Where required, non-essential cookies will only be used with your consent. 

For more information about the cookies and tracking technologies we use, including the platforms involved and how to manage your preferences, please see our Cookie Policy. 

12. Call recording and call tracking

We may use call tracking or call recording systems for enquiry management, training, quality control, compliance and marketing measurement. 

Where calls are recorded, callers should be informed where required. 

Call tracking may help us understand which website pages, adverts or campaigns led to an enquiry. 

13. How long we keep your information

We keep personal information only for as long as necessary. 

The retention period may depend on: 

• the nature of your enquiry; 

• whether a referral was made; 

• legal or regulatory requirements; 

• complaint handling requirements; 

• accounting, audit or business record needs; 

• whether we need the information to defend or bring legal claims. 

Where information is no longer needed, we will delete it or anonymise it where appropriate. 

14. How we protect your information

We use appropriate technical and organisational measures to protect personal information. 

This may include access controls, secure systems, staff procedures, supplier controls and data handling processes. 

No website, email system or online service can be guaranteed to be completely secure. You should take care when sending sensitive information online. 

15. International transfers

Some of the systems or service providers we use may process personal information outside the UK. 

Where this happens, we will take steps designed to ensure that appropriate safeguards are in place, where required by law. 

16. Your data protection rights

Under data protection law, you may have the right to: 

• ask for a copy of your personal information; 

• ask us to correct inaccurate information; 

• ask us to delete your information in certain circumstances; 

• ask us to restrict how we use your information; 

• object to certain uses of your information; 

• withdraw consent where we rely on consent; 

• ask for your information to be transferred to another organisation in certain circumstances; 

• complain to the Information Commissioner’s Office. 

Your rights may depend on the lawful basis we rely on and the circumstances of the processing. 

17. Withdrawing consent

Where we rely on consent, you can withdraw that consent at any time. 

Withdrawing consent will not affect the lawfulness of anything we did before consent was withdrawn. 

To withdraw consent, contact: 

enquiries@injurysupportgroup.co.uk 

18. Complaints

If you are unhappy with how we use your personal information, please contact us first so we can try to resolve the issue. 

You also have the right to complain to the Information Commissioner’s Office. The ICO says organisations should inform people that they can complain to the ICO and provide contact details. 

19. Changes to this policy

We may update this privacy policy from time to time. 

The latest version will be published on this website.