Privacy & Cookies

How we use your personal information

This privacy statement outlines how Friends Life Services Limited ("FLSL") will use your personal information and the security standards that we will apply to protect your personal information. We will also explain how we ensure that we deliver your legal rights to you, including how to claim your right to a copy of your personal information as defined in the Data Protection Act 1998.

FLSL as a whole take your privacy very seriously. We promise to do all we can to protect your privacy and your legal rights. Please read the privacy statement below to understand how we will protect your personal information when you or any third party provides it to us through this website, by telephone or by post.

  • Collecting and using your personal information
  • Keeping your personal information accurate
  • If you are supplying information about other people
  • Sharing your personal information with other organisations
  • Sensitive personal information
  • Access to medical reports
  • Your legal rights
  • Telephone calls
  • Keeping your information safe
  • Anti-money laundering fraud prevention and detection
  • Cookies

Collecting and using your personal information

FLSL is committed to compliance with the UK Data Protection Act 1998, as amended and the Privacy and Electronic Communications Regulations 2003, as amended. Information that you or a third party provides to us about you will be used only for the purpose that we inform you about at the time that you provide it to us. The information that you or a third party provides to us about you will be held as long as is reasonably necessary. We will endeavour to keep your information accurate and whenever you inform us about any changes we will update this information at the earliest opportunity. Please help us to do this by letting us know whenever there are changes to your personal information

To assist us in processing your information we may use other companies in the Friends Life Group, or companies who work under contract to us, this may include companies who are located outside of Europe. We will ensure that all of these other companies protect your personal information by applying the same standards of security as FLSL.

In order to process some payments through the banking payments system the Bank may need to transfer relevant personal information to third parties. This may mean that such personal information will be transferred to countries which do not provide the same level of protection for your personal information as the UK. By providing your personal information and instructing us to set up your policy you agree to this and where applicable that you are authorised to instruct the Bank to transfer personal information relating to other individuals named. Information transferred to these third parties may subsequently be accessed and used by law enforcement agencies and other authorities to prevent and detect crime and terrorism and comply with legal obligations.

FLSL maintains a list of visitors who have contacted us through the contact form on the website, recording only that information voluntarily supplied by the visitor. This will include name, email address, and the subject matter of the query. In addition, a visitor has the option of supplying a telephone number, and preferred contact time.

The feedback messages sent to us are retained so that we can respond to queries received, provide notification of website updates, keep track of any site feedback and also to ensure we comply with legislation.

Unless you expressly indicate otherwise, we may also use this data to send you information about related products and services which we feel may be of interest to you.

Visits to the My Plans website are recorded in the web server logs. These logs are maintained indefinitely. In real-time, the access logs are scanned by a package called "SpeedTrap", this enables FLSL to monitor the numbers of visitors. Analysis of where visitors are being referred from is also performed as is an analysis of any search engine keywords used.

Keeping your personal information accurate

We will keep your personal information accurate and would request that you help us to do this by letting us know whenever there are any changes to your information.

If you supply information about other people

If you are providing information about someone else please ensure that you obtain his or her permission to do so before providing it to us.

Sharing your personal information with other organisations

In order to prevent and detect fraud or other criminal activity we may at any time:

  • Share information about you with other organisations and public bodies including the Police;
  • Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this. We and other organisations may also search these agencies and databases to:
  • Help make decisions about the provision and administration of insurance, credit and related services for you and members of your household;
  • Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
  • Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity;
  • Undertake credit searches and additional fraud searches.

We can supply on request, further details of the databases we access or contribute to.

Sensitive personal information

If you are providing information about your health or lifestyle we will tell you at that time how we intend to use it and we will ask for your consent to this use. We have a confidentiality policy in place, which means we hold your medical information securely and access is limited to authorised individuals who need to see it to enable them to provide the service you are applying for.

If you or a third party provide health or medical information to us we may need to send your application and medical reports to our reassurers for their opinion or agreement of the terms offered or, at a later stage, for purposes relating to managing your policy

Access to medical reports

We may need to get medical reports to support your application. Before we can ask any doctor that you have consulted to fill in a report, we need your permission under the Access to Medical Reports Act 1988. Your rights under the Act are as follows.

You do not need to give your permission, but if you do not, we may not be able to go ahead with your application. This does not prevent you from applying to other companies for insurance. You can ask to see the report before the doctor returns it to us. If this is the case, we will tell the doctor to keep the report for 21 days so that you can arrange to see it. If you have not made arrangements to see the report within this time, your doctor will send the report to us. If you choose not to see the report at this stage, you may ask the doctor for a copy within six months of it being sent to us. We can send a copy of the report to your doctor if you ask to see it at a later date. If you think that any part of the report is not correct or is misleading, you may ask the doctor to amend it. If your doctor refuses to make the amendments, you may ask him or her to attach a statement outlining your views, which will then accompany the report. Your doctor can withhold access to the report if he or she feels that it would cause physical or mental harm to you or others.

Your legal rights

FLSL is committed to delivering the rights that the Data Protection Act 1998 provides to individuals. Amongst these is the right to access personal information (Data Subject Access Request) that we hold about you. If you decide to exercise this right we will send you an application form so that you can assist us to locate all of the information that we hold. We will also request a fee which the Act limits to 10. When we have received the completed form and 10 fee we will provide the information that meets the criteria specified in the Data Protection Act within 40 days.

You have the right to object to your personal information being used for direct marketing. Unless you have told us that you do not want us to use your personal contact details this way we may send you information about our services and products and the products and services of other selected companies. We may contact you by post or telephone, or by electronic media including email. If we want to send marketing information to you by electronic media, we will ask for your consent before we do so.

If you wish to claim your right to object to receiving marketing information from us or any other company, please tell us whenever you contact us by telephone. You may also write to us, or alternatively you may tick the box indicating your preference on any application form where you provide your personal information. Once you have indicated that you do not want us to send marketing information to you we will not do so unless you change your mind. You may write to us at any time at Friends Life, PO Box 1810 Bristol BS99 5SN.

If you select our tele-underwriting service when buying a product requiring underwriting, we may process this by automated means. The Data Protection Act provides a right to prevent decisions being taken solely on the basis of the automatic processing of your personal information, which significantly affects you. We will tell you at the time if we are using automated processing.

Telephone Calls

We record telephone conversations to enhance your security and ours, to enable us to handle complaints efficiently, improve our customer service and for staff training purposes.

Keeping your information safe

Our web site has security installed to ensure that any personal data entered onto the site is protected against loss, misuse or alteration.

We take appropriate steps to maintain the security of your data on all FLSL websites; however you should understand that the open nature of the Internet is such that data may flow over networks without security measures and may be accessed and used by people other than those for whom the data is intended.

However, due to the nature of the Internet, we can't guarantee the protection of your personal information and we can't be responsible for any outcomes resulting from a breach of security when the web site is used.

Anti-money laundering, Fraud prevention and detection

To verify your identity and prevent financial crime we may use and share your information with any company within the Friends Life group of companies*, with companies who work for us and with appropriate organisations.

We may also search, send your details to, and use information from third party verification service providers and financial crime and credit reference agencies (Third Parties). This involves checking your details against databases these Third Parties use. We and these Third Parties may keep a record of the search, the results of the search, any suspicions of financial crime and the details may be used to assist other companies for verification and identification purposes. The search is not a credit check and your credit rating will be unaffected.

These activities help to:

  • prevent financial crime (e.g. fraud, money laundering)
  • verify the identity of policyholders / ex-policyholders
  • trace and validate beneficiaries or recover debt
  • make decisions about your policy.

Appropriate organisations may include (but are not limited to) the Police, Financial Services Authority; Department for Work & Pensions and Association of British Insurers. The third party verification service providers, financial crime and credit reference agencies may include (but are not limited to), CallCredit, Equifax and Experian. By accepting/signing** our Terms & Conditions/Terms of Use/Privacy Policy/application form** you are giving consent to these activities which will make it easier for you to do business with us and help prevent financial crime. For more information please write to: Financial Crime Manager, F&I (BM7SA), Friends Centre, Brierly Furlong, Stoke Gifford, Bristol, BS34 8SW.

* Friends Life group means Friends Life Holdings plc and all subsidiaries of that company.


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Service Availability

Online new business and policy servicing are available during the following core hours:

  • Monday-Friday: 8am-8pm
  • Saturday: 8am-4pm

Security & privacy