Complaint Privacy Notice

This notice explains how information submitted through the complaint and claim form is handled as part of the complaint-review process.

Information collected

The complaint form may collect contact information, vehicle or account information, incident details, a government-issued photo ID, an electronic signature, and supporting photographs or documents that you choose to provide.

Signing audit records

We record the typed signer name, acknowledgment, form and acceptance timestamps, exact document version and publication date, document and file hashes, request identifier, the connection IP observed by the booking server, and browser user-agent information to document the submission. Contact information and ID uploads are not independently verified by this form. The complaint notification email includes signing metadata and may contain a PDF packet with the submitted signature and supporting photos. The uploaded photo ID is excluded from email attachments and remains in the full packet on the protected dashboard. Access requires company administrator sign-in.

How the information is used

Information submitted through the form is used to verify the submitter's identity, identify the relevant account or incident, review and investigate the complaint or claim, communicate about the submission, maintain business records, prevent abuse, and address legal, regulatory, contractual, or security requirements.

Who may receive information

Information may be made available to personnel and service providers who need it to operate or review the complaint process. Information may also be shared with a relevant client, lienholder, insurer, transportation or storage provider, professional adviser, government authority, or other party when reasonably necessary to investigate or respond to the matter or when required by law.

Government-issued identification

A photo ID is requested to help verify the identity of the person submitting the complaint. Do not upload unrelated sensitive documents. Access to complaint information should be limited to personnel and systems involved in handling the submission.

Security and retention

Reasonable administrative, technical, and operational safeguards should be used to protect complaint information. Records are retained only as needed for legitimate business, evidentiary, contractual, security, and legal purposes and are subject to the company's applicable record-management requirements.

Email notification and access

Complaint details are sent through Resend to the company's designated receiving inbox. Identification, supporting files and signatures are stored privately on RecoveryAgentSupport. A PDF packet excluding the uploaded identification document is emailed through Resend to the company receiving inbox when within the email size limit. The full packet, including identification, remains in protected storage and requires company administrator sign-in. Larger email packets also use a protected download link. The receiving company manages access and retention of emailed copies.

Uploads that have not been attached to a submitted complaint are eligible for automatic cleanup after 24 hours.

Questions

Questions about this notice may be directed to Asset Recovery Specialist Va Llc through its established customer-support contact method.