Privacy
This page says what we hold, why we hold it, who else sees it, and what you can ask us to do about it. We have written it plainly rather than hiding behind language designed to be unreadable.
It applies to this website, to accounts opened with Solariem, and to recovery cases run by us. Last updated 27 September 2026.
In short
- Who is responsible
- Solariem Trust Bank, for the information described here.
- Write to us
- info@solariemtrustbank.com
- Complaints
- Email us first. If we cannot resolve it, you can complain to the data protection authority where you live.
What we hold.
We only ask for what the work requires. If a field is marked optional in the application, you can leave it blank and nothing else changes.
- Identity and contact details
- Name, email address, phone number, postal address, country, and the type of account you opened.
- Sign-in credentials
- A hashed password, a hashed transaction PIN, verification and password-reset tokens, and a record of your last sign-in.
- Identity verification documents
- Photographs of your identity document, a selfie, the document type, and the date you submitted them. We also record whether verification passed or failed and, if it failed, why.
- Financial records
- Balances, deposits, withdrawals, transfers, card activity, loan applications, tax rebate claims, and every movement with its date, amount and status.
- Recovery case files
- Your claim reference, the type of fraud, the amount lost, the date it happened, the platform or person involved, your written account of events, and any documents or screenshots you send us.
- Messages and notifications
- Support messages, replies from us, and notifications we send you. We also hold your newsletter subscription if you gave us one.
- Security and audit records
- An activity log of significant actions on your account, including administrative actions taken by our staff, and the IP address used when you sign in.
Why we are allowed to hold it.
Privacy law does not let a company simply decide to keep everything. Each category has to rest on a lawful reason, and here they are in plain terms.
- To perform our contract with you
- Opening and running your account, moving money, and tracing and pursuing a recovery case. Without this information we cannot do the work you have asked us to do.
- To comply with a legal obligation
- Identity verification, record-keeping, and responding to a regulator, court, or law enforcement body. We are not permitted to refuse you for failing to provide information we are legally required to hold.
- For our legitimate interests
- Keeping the service secure, preventing fraud, investigating a disputed transaction, and improving what we do. We balance this against your rights and do not use your data for anything you would not expect.
- With your consent
- The newsletter, and nothing else. You can withdraw consent at any time and it will not affect anything else we do with your information.
Who else sees it.
We do not sell your information and we do not share it for advertising. The list below is the complete set of parties who receive it.
- Banks, card issuers, exchanges, ombudsman schemes and the courts
- Only where a recovery case requires it. To trace a payment or bring a claim we have to give the institution concerned the transaction references, dates and amounts. This is the substance of the work and you cannot opt out of it while the case is open.
- Solicitors and barristers instructed by us
- The case file, where we issue proceedings. They act as independent professionals and are bound by their own duty of confidentiality.
- Our email provider
- Your email address and the content of messages we send you, so they can be delivered. Our provider processes this on our instructions.
- Our file storage provider
- Documents and images you upload, such as identity documents and evidence. Files are stored under a random reference rather than your name.
- Our database hosting provider
- The records above, in order to run the application.
Transfers, retention and security.
Sent abroad
A recovery claim has to reach the institution holding the money, and that institution is usually in another country. Your case information is therefore sent abroad as part of doing the work. Where a country is not covered by an adequacy decision, we rely on standard contractual clauses and a transfer risk assessment.
How long we keep it
Account and financial records are kept for five years after you close your account, and case files for five years after the case closes. That period is set by anti-money-laundering record-keeping rules rather than by us. After that we delete or anonymise them. We keep your name and contact details for as long as the relationship lasts, and no longer.
How it is protected
Traffic is encrypted in transit with TLS, passwords and transaction PINs are stored only as hashes, access to case files is limited to staff who need them, and every administrative action is written to an audit log. We will not claim a certification grade of security, because that is something a client should be able to verify in an audit report and we have not commissioned one.
What you can ask for.
These rights apply regardless of where you live. If we cannot act on a request, we will say why rather than leaving you guessing.
- See what we hold
- Ask for a copy of your personal information. We usually answer within one month and there is no charge.
- Correct it
- Ask us to fix anything wrong. We will correct simple mistakes ourselves and will not charge you for that.
- Delete it
- Ask us to erase your information. We will do so unless we are legally required to keep it, for example for financial record-keeping or an open investigation.
- Restrict or object
- Ask us to pause processing while a dispute is resolved, or object to processing you did not expect.
- Move it
- Ask for your information in a portable format, or to pass it to another provider, where the processing is automated.
- Withdraw consent
- For the newsletter, at any time, with no effect on anything else.
- If you are unhappy with us
- Write to us first at info@solariemtrustbank.com. If the answer does not satisfy you, you may complain to your local data protection authority. In the United Kingdom that is the Information Commissioner’s Office at ico.org.uk. We do not ask you to raise a complaint with us first, and doing so does not affect your right to complain.
Cookies.
We use a session cookie to keep you signed in, and a small amount of local storage to remember choices you have made in the browser, such as a referral code. We do not run advertising trackers and we do not build a profile of you across other websites. Clearing your browser storage will sign you out.
Ask before you sign.
If anything in here is unclear, or you want to see the data we hold on you before you commit to anything, email info@solariemtrustbank.com and you will get a straight answer.