Provident Financial Group Banks on OneTrust PreferenceChoice for Marketing Compliance Efforts

Provident Financial Group Banks on OneTrust PreferenceChoice for Marketing Compliance Efforts

Provident Financial Group is a FTSE 250 company and one of the UK’s leading suppliers of personal credit products, focused on financial inclusion for those who are not well served by mainstream credit offerings or are excluded altogether. The group delivers this non-standard lending though their business units – Vanquis Bank, Provident Home Credit, Satsuma Loans and Moneybarn. With 5,700 employees serving 2.4 million customers, Provident understands the strong expectation to make clear the company’s obligations to protect individual rights, espcially within the financial sector.

“Privacy is important to Provident because it’s not only imperative to know our obligations to protect individual rights, but we need to demonstrate the steps that we’ve taken to protect personal data and rights,” said Sarah Sladdin, Data Protection Officer at Provident. “That’s what gives us a competitive edge in the business.”

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One of the main reasons we selected OneTrust is the ease of use. The fact that we can have everything in one place and are no longer relying on a manual process or excel spreadsheets is just brilliant, and is so helpful for me.
Tara Halfpenny
Data Protection Analyst at Provident

Giving credit to complex marketing compliance challenges

The EU’s General Data Protection Regulation (GDPR) created new challenges for Provident around responding to subject access requests. Prior to the GDPR the business managed the small number of requests they received manually. Once the GDPR went into effect, it was no longer scalable for Provident to manually manage and respond to the thousands of subject access requests they were now receiving.

“Before the GDPR we had one analyst who managed these requests through an excel spreadsheet,” said Sladdin. “After the GDPR when the requests substantially increased, it became clear that we needed to have a central repository for our team to track, manage and respond to requests within the 30-day timeline.”

Investing in a well-rounded solution to manage marketing compliance

Provident wanted to implement an easy-to-use and automated marketing compliance technology that could serve as a single source of truth for customer information and drastically decrease the amount of manual effort spent tracking, managing and responding to subject access requests. After evaluating multiple enterprise technology vendors on the market, Provident selected OneTrust PreferenceChoice.

“One of the main reasons we selected OneTrust is the ease of use,” said Tara Halfpenny, Data Protection Analyst at Provident. “The fact that we can have everything in one place and are no longer relying on a manual process or excel spreadsheets is so helpful.”

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OneTrust makes it easier for our customers to exercise their consumer rights and have one place to find information that is secure and accurate. The entire process is streamlined, making it not only easy on us as a company, but on our customers as well.
Sarah Sladdin
Data Protection Officer at Provident

OneTrust’s Data Subject Access Request module is championed by Provident’s Rights Request team. When an individual submits a request, either through a web form or Provident’s complaints team, the request is automatically routed to the rights request team where it is put in OneTrust for the team to fulfill those requests.

With the support of OneTrust PreferenceChoice, Provident is able to be fully transparent with customers, providing them the information they request as quickly and as easily as possible, and within the regulatory time frames.

 “OneTrust makes it easier for our customers to exercise their consumer rights and have one place to find information that is secure and accurate,” said Sladdin. “The entire process is streamlined, making it not only easy on us as a company, but on our customers as well.

Coining marketing compliance as an ongoing commitment

Since implementing OneTrust, Provident not only can respond to subject rights requests efficiently and in line with privacy regulations, but better demonstrate their ongoing commitment to protecting their customer and employee information.

“The return that we’ve seen from using OneTrust is huge,” said Halfpenny. “I just love OneTrust. It’s so easy to use and makes my life a hundred times easier.”

quotes
The return that we've seen from using OneTrust is huge. I just love OneTrust, it's so easy to use and makes my life a hundred times easier.
Tara Halfpenny
Data Protection Analyst at Provident

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