Privacy policy

Last updated: 10 October 2026

This policy explains how [Company Ltd], trading as Delayback ("we", "us"), uses your personal data when you use this website or ask us to handle a flight compensation claim. We are the data controller. ICO registration: [ZA000000].

What we collect

• Contact details: name, email address, phone number.
• Flight details: airports, date, airline, flight number, booking reference, what happened, number of passengers, and anything you add in the notes.
• Later in a claim, if you go ahead: postal address, details of other passengers, booking documents and your signed letter of authority.
• Technical data: IP address, browser type, the page that referred you and campaign tags, used to prevent abuse and measure our marketing.

Why we use it, and our legal basis

• To assess and pursue your claim against the airline: to take steps at your request before entering into a contract and to perform that contract.
• To contact you about your claim: contract and legitimate interests.
• To keep records, handle complaints and meet legal and tax obligations: legal obligation and legitimate interests.
• To send occasional travel-rights tips, only if you ticked the box: consent, which you can withdraw at any time.
• To protect the site from spam and fraud: legitimate interests.

Who we share it with

The airline and, where needed, its dispute resolution body, the Civil Aviation Authority, or a court; our legal partners if a claim has to be escalated (with your agreement); and service providers who host our website, store our data and send our email, under contracts that protect your data. We never sell your data.

International transfers

Some of our providers may process data outside the UK. Where they do, we rely on UK adequacy regulations or the UK International Data Transfer Agreement or Addendum.

How long we keep it

Enquiries that don't become claims: up to 12 months. Claims: 6 years after the claim closes, to deal with any questions, complaints or legal requirements.

Your rights

You can ask to see, correct or delete your data, to restrict or object to how we use it, or to receive a copy in a portable form. Email hello@example.co.uk. If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk.

Cookies

This site uses no advertising or tracking cookies. A single essential cookie is used only on our staff login page.

Contact

[Company Ltd], [Registered address], London, United Kingdom. Email hello@example.co.uk.