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Identity and Contact Details

iCasework Ltd is a UK based organisation that has been implementing case management solutions since 1998. iCasework provides case management software solutions, including complaints management and information request management, for both private and public sector clients across a variety of countries and different industry sectors. Our solutions are specific to your industry needs and business challenges, with focus on adhering to specific regulations and compliance requirements.

Our contact details are:

iCasework Limited
1st Floor, 2 Kimberley Road
Queens Park
London NW6 7SG
England, United Kingdom

Telephone number: 020 7624 4991


We have recently been acquired by the Civica Group, the UK’s leading provider of business-critical software and digital solutions. The combination of Civica and iCasework Limited is an exciting development for our customers, partners and employees, providing a stronger capability while maintaining the focus and flexibility to respond to our customers’ needs.

This privacy notice applies to all personal information collected for or on behalf of iCasework Ltd. whether by letter, email, face-to-face, telephone, online or any other method.


What information do we collect from you and purpose for processing personal information?

We only collect basic personal information from you on our ‘contact us’ web form, which is limited to: first name, surname, email address and telephone number (where a call back has been requested).

We collect and process your personal information so that we can respond to your enquiry and request for information.  For iCasework Customers, we would use this information to provide you with a service (Case Management Solution), provide support for your solution and to invite you to attend workshops, user forums and other events.


We collect and process the following categories of information:  

Most of the personal information we collect, and process will be provided to us directly by you for one of the following reasons:

  • You have made an information request to us for further information about our services and solutions
  • You are entering a contract with us for Case Management solution(s)
  • You would like support from us for your Case Management solution(s)
  • You wish to attend, or have attended, an event
  • You are representing your organisation
  • You are applying for a job

The type of information we hold can be categorised into two areas:

Customer Records (types of information include but limited to):

  • Contact details (name, address, telephone, email etc.)
  • Financial information for invoicing purposes
  • Customer contracts and service level agreements
  • Information related to support calls
  • Events invitations and acceptance

Company Records (types of information include but not limited to):

  • Audit reports
  • Employee details
  • Recruitment information
  • Health and safety records
  • Marketing and pre-sales information
  • Procurement and project documents
  • Financial information
  • Payroll and pension information
  • Policies and procedures

We may also collect and process special categories of personal information that may include:

  • Racial or ethnic origin
  • Political opinions
  • Religious or philosophical beliefs
  • Trade union membership
  • Genetic data, biometric data for uniquely identifying a person
  • Data concerning health
  • Data concerning a person’s sex life or sexual orientation


Your rights and access to your information

The new General Data Protection Regulation gives you rights about the information we hold about you and how we use it, including the right to:

  • Withdraw consent and the right to object and restrict further processing of your information; however, this may affect service delivery to you
  • Request to have your information deleted where there is no compelling reason for its continued processing and that there are no legitimate grounds for retaining it
  • Request your information to be rectified if it is inaccurate or incomplete
  • Have your information transferred or copied


How long do we keep your information?

For information on hold long we keep information for is about this please refer to our Information Retention Schedule.


Who the information is shared with

Your information will be shared internally with the appropriate teams. We will not share your information with any third parties for the purposes of direct marketing.

We use data processors who are third parties who provide elements of services for us. We have contracts in place with our data processors. This means that they cannot do anything with your personal information unless we have instructed them to do it.


Details for Transfers

Data related to EEA citizens will not be transferred outside the EEA.


Automated Decision Making

We do not carry out any automated decision processing.


Information Security

iCasework Ltd. has been implementing case management solutions since 1998 for both private and public sector clients across a variety of countries and different industry sectors. We take information security very seriously, with a particular focus on adhering to specific regulations and compliance requirements. We have an Information Security Policy and Manual, which has approved by the Managing Director.

iCasework Ltd. has also achieved ISO 27001 certification of its Information Security Management System (ISMS) covering provision of software, software hosting and software implementation services. This accreditation applies to the entire organisation.

We have also been accredited by the British Government’s Communications-Electronics Security Group (CESG) to process OFFICIAL data using our FCOS cloud infrastructure on the Public Service Network(PSN).


If you have any concerns

Please contact us https://www.icasework.com/contact-us/ if you would like to know more about the information we hold about you and how we use it.

You can contact the DPO at DPO@civica.co.uk 

You have a right to complain to us if you think we have not complied with our obligation for handling your personal information; If you are not satisfied with the response you have a right to complain to the Information Commissioner’s Office (ICO).  You can report a concern by visiting the ICO website .


Changes in your circumstances

You must notify us immediately if there are any changes in your circumstances and personal details, so we can maintain an accurate and up to date record of your information.

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