Last reviewed: 19 June 2026

This policy explains how we collect, use, share and protect your personal data. It applies to the AdviceAid website, the AdviceAid service (Compose and SelfServ), and our other dealings with you as a customer, contact or visitor.

We review this policy regularly. We update it whenever our practices change, or when the law changes. We last reviewed it against the Data (Use and Access) Act 2025, a law that updated UK data protection rules during 2025 and 2026.

1. Definitions

  • We, us, our, the company: Neatlines Ltd.

  • You, your, client: your organisation.

  • AdviceAid: the software and services we develop and provide.

  • Staff: people who work for Neatlines Ltd.

  • Customer: an organisation with a contract for AdviceAid, or using a trial version, under our Terms of Service.

2. Our commitment to privacy

We are committed to protecting your privacy. We comply with UK data protection law. This includes the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Data (Use and Access) Act 2025. These laws set out the rules for how organisations like ours must handle personal data.

This policy explains what data we collect, how we use it, who we share it with, and how to contact us or the regulator if you have concerns.

We may update this policy from time to time. Please check back here occasionally so you stay informed.

3. Information we collect

We may collect:

  • Name

  • Organisation

  • Email address

  • Phone number

  • Job title

We collect this when you:

  • Visit our website

  • Sign up to our blog

  • Use AdviceAid

  • Contact us by email or phone

4. How we use your information

We use your personal data to:

  • Deliver and manage the AdviceAid service

  • Keep internal records and carry out administration

  • Communicate with you about AdviceAid

  • Tell you about updates, new features or product information

  • Notify you of changes to our services, our Terms of Service, or this policy

  • Keep backups and keep the service running

5. Our legal basis for processing

Data protection law says we need a valid reason, called a legal basis, before we can use your personal data. We rely on two:

  • Contractual necessity. We need to use your data to deliver a contract with you, or to take steps you ask for before we enter into one.

  • Legitimate interests. We need to use your data for reasons that are fair and reasonable for running our business, such as improving our services. We only rely on this where it does not unfairly affect your own rights.

6. Who we share your information with

We may share your personal data with:

  • Law enforcement or regulators, where the law requires it.

  • Microsoft Azure (UK region), which hosts AdviceAid and stores the application database.

  • Amazon Web Services (Amazon SES, London region), which sends emails on our behalf, such as advice sheets.

  • HubSpot, our customer relationship management (CRM) provider, which we use to manage sales and marketing contacts. See section 7 for more on this.

  • Other companies that support our business, such as backup, IT support and payment providers.

Every company listed above acts under a contract with us, including a data processing agreement that sets out how they must handle your data.

We also work with a partner organisation, Neil Morland Housing Consulting Ltd, for joint marketing. You can opt out of this at any time. Contact us using the details in section 12.

We never sell or rent your personal data to anyone.

We may share anonymous, combined data about how people use AdviceAid, for research and to improve our service. This data cannot identify you.

7. International transfers

Personal data inside the AdviceAid application stays in the UK. This includes staff sign-in details and the advice content your team writes. We never transfer this data outside the UK.

Some personal data is processed outside the UK by HubSpot, our CRM provider, for sales and marketing. When this happens, we apply the safeguards UK law requires. This includes the data protection test, a check introduced by the Data (Use and Access) Act 2025. It confirms that the country receiving the data protects it to a standard not much lower than the UK's.

8. Data storage and security

We store personal data securely on our computer systems, including our customer relationship management platform. We use appropriate technical and organisational measures to stop anyone accessing, losing or misusing your data without permission.

9. Your rights

You have the right to:

  • See the personal data we hold about you.

  • Ask us to correct data that is wrong or out of date.

  • Ask us to delete your data. We may need to keep some data to meet our own legal duties.

  • Object to how we use your data, or ask us to limit it, in certain situations.

  • Withdraw your consent, where we rely on consent to use your data.

  • Complain to us, and to the regulator, if you are unhappy with how we have handled your data. Section 10 explains how.

To use any of these rights, contact us at support@adviceaid.uk.

10. How to complain

If you are unhappy with how we have handled your personal data, tell us first so we can put things right.

  • Contact us at support@adviceaid.uk with details of your concern.

  • We will acknowledge your complaint quickly. We will investigate without unnecessary delay, and keep you updated on progress and the outcome.

  • You can also complain to the regulator at any time, whether or not you have told us first. The regulator is currently the Information Commissioner's Office (ICO). The ICO is being restructured into a new body, the Information Commission, under the Data (Use and Access) Act 2025. You can reach the ICO at ico.org.uk or by phone on 0303 123 1113.

11. Cookies

AdviceAid uses cookies. These are small text files saved on your device. Our cookies:

  • Help core features work, such as signing in and remembering your settings.

  • Improve speed, security and usability.

We do not:

  • Use cookies for advertising.

  • Share your personal data through cookies without your permission.

You can manage cookies through your browser settings. Blocking cookies may stop parts of the site working properly.

Find out more at www.aboutcookies.org.

12. Contact us

If you have questions about this policy or your data, contact us:

Neatlines Ltd Kon Tiki, 2 Frithfield Walk Shepton Mallet, Somerset BA4 5LY, United Kingdom

Website: www.adviceaid.uk Email: support@adviceaid.uk Company number: 10249063 VAT number: 270809301