Reconnecting you with your plan

Sometimes, we lose touch with customers over time - this can happen if you’ve moved address or your contact details have changed. When that happens, we work with a specialist company called 'The Tracing Group' to help us reconnect with you.

The Tracing Group helps us find up-to-date contact details so we can get important information to you about your policy. This can be especially important for products like lost pensions or Child Trust Funds, where there may be money or benefits you’re not aware of or haven’t accessed.

FAQs

Here are some Frequently Asked Questions (FAQs) below:

Scottish Friendly have engaged a third-party, The Tracing Group (TTG), who we have a longstanding relationship with to complete tracing on our behalf.

The enhanced tracing means The Tracing Group TTG will send letters to customers on Scottish Friendly's behalf.

There are several layers of tracing that may be be required and tracing a customer is driven by the traceability of that customer. For example a customer who has an incomplete profile (name, DOB) will undergo enhanced tracing whereas a customer with a complete profile (name, address, previous address, DOB) may only need an address verification.

The Tracing Group use secure, regulated data sources to carry out this work, and only act on our instruction. We only share the information that’s necessary, and always in line with strict data protection rules.

Our priority is to make sure you stay informed about your plan and don’t miss out on anything that belongs to you. Working with The Tracing Group helps us do that safely, responsibly, and with your best interests in mind.

We work with The Tracing Group to help us reconnect with customers where contact has been lost.

In doing so, we may securely share limited personal information with them so they can help confirm or update your contact details. We will only ever do this where there is a clear and legitimate reason - such as helping you access a policy you hold with us - and in line with the terms and conditions of your product and our responsibilities as an FCA-regulated provider.

We take data security extremely seriously. Any third parties we work with, including The Tracing Group, go through a thorough selection process and are required to meet the same high standards we expect within Scottish Friendly. Your information is shared using secure systems, with strict controls in place so that only authorised individuals can access it. You can view more about how we use your information here.

Our priority is to use your information responsibly, keep your details accurate, and make sure you stay informed about any plans or benefits you have with us.

Once you’ve responded to The Tracing Group and provided your details, they’ll securely pass this information back to us so we can update your records.

We’ll then:

Update your contact details on our system
Carry out any checks needed to confirm your identity
Write to you to confirm your details have been updated

In most cases, this will be completed within around four weeks of you contacting The Tracing Group, although we always aim to do this sooner where possible.

If there’s a policy linked to you, such as a pension or Child Trust Fund, we’ll also provide information on what to do next and how you can access or manage your plan.

If you have any questions at any stage, you can get in touch with us directly and our team will be happy to help.