Security & data
Complaints contain personal data. We treat them that way.
Who can see a case, how long it's kept, what leaves our systems and how accounts are protected, in plain English.
Only your agency sees your cases
Team members see the cases assigned to them; managers see every case in the agency. Casebriar staff can't open your cases, and problem reports never include case content.
Erased on schedule
Complaint text, notes and attached files are erased automatically after your agency's retention period (90 days unless agreed otherwise), or immediately with "Erase case content now". The case reference and its history stay; the content is gone for good.
Protected accounts
Passwords are stored with scrypt, a memory-hard hashing function, at current OWASP settings. Sessions use secure, HTTP-only cookies, and sign-in attempts are rate limited.
AI, used carefully
Complaints are analysed with Anthropic's Claude models through Anthropic's commercial API. Under Anthropic's commercial terms, API inputs and outputs aren't used to train its models.
Documents read once
An attached document is read once to write a note, which you check. The file itself isn't sent to the model again, and it's erased with the case.
An audit trail
Account and case actions are logged: who did what, and when.
Who does what with the data
When your agency uses Casebriar, your agency is the controller of the complaint data: you decide why it's processed. Casebriar Ltd acts as your processor, handling it only to provide the service and on your instructions. Our data processing terms set this out, including the sub-processors we use.
During the pilot
- Please anonymise complaints: take out names, addresses and phone numbers before sending them in.
- Don't treat Casebriar as your only copy of anything; content is erased on schedule by design.
- Read every reply before it goes out. Casebriar is not legal advice.
Reporting a security concern
Email support@casebriar.com with "Security" in the subject. We'll acknowledge within two working days.
Got a complaint waiting? Try Casebriar on that one.
Plans start at £15 a complaint, with no charge per user. Free pilot places are available while Casebriar is in early access.