What we know about you,
and what we do with it.

Section 1

Who we are

Fixithomecare Limited (trading as Fix It Homecare) is the data controller for the personal information described in this policy. Fixithomecare Limited is a company registered in England and Wales (company number 11687692). Registered office: Bourne House, 23 Hinton Road, Bournemouth BH1 2EF.

If you have any question about your information, ring 0203 606 0916 (Monday to Friday, 9am to 6pm), email info@fixithomecare.co.uk, or write to us at the address above. We're a small company and we haven't appointed a data protection officer; the same contact details reach the people who look after your information.

This policy explains what personal information we collect, why, how long we keep it and what your rights are under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR). It applies to our website, our helpdesk and the plans and repairs we provide.

Section 2

What we collect, and where it comes from

Most of what we hold, you give us yourself: when you take out a plan, book a repair, fill in a form on our website, ring us or email us. Depending on what you do, that may include:

• Your name, email address, phone number and home address.
• The make, model, serial number and age of your appliances, and what's wrong with them.
• Payment details. Card numbers are handled by our payment provider and never stored on our own systems; we hold the last four digits, the card type and the payment history so we can identify a payment.
• Notes of calls, emails and visits, including what the engineer found and did.
• Anything you tell us in a complaint.

Our website has three forms. The repair form asks for the type of appliance, its make and model, what it's doing, and a phone number or email address so we can reply. The complaints form asks for your name, postcode and email address and what happened, and optionally your phone number, your plan or repair reference and what you'd like us to do about it. The get-covered form, for taking out a plan, asks for your name, phone number and email address, which appliances you'd like covered, how you'd like to pay and the best time to ring you, and optionally a message. We use it only to contact you about setting up your plan.

Some information comes from other people: the engineers we appoint tell us what they found and what they did, our payment provider tells us whether a payment has gone through, and occasionally someone (a family member, a landlord or a letting agent) contacts us on your behalf.

When you use our website, our hosting provider records the technical information every website receives: your IP address, browser type, the pages you visited and when. That's used to keep the site working and secure. We don't use it to identify you.

We don't collect any special-category information (for example about your health), and we don't need any. If you tell us something like that as part of a request (for instance, that you need an engineer to know about a mobility issue), we'll only use it to deal with that request, and only with your agreement.

Section 3

What we use it for, and our legal basis

UK data protection law says we need a legal basis for each thing we do with your information. Ours are:

• To answer questions, repair enquiries and requests for a price before you buy. Legal basis: taking steps at your request before entering a contract, or our legitimate interest in replying to people who contact us.
• To provide your plan or your repair, take payment, book and dispatch engineers, order parts and send you plan documents. Legal basis: performing our contract with you.
• To tell you about changes to your plan, your price or these terms. Legal basis: performing our contract with you.
• To keep accounting and tax records. Legal basis: our legal obligations (for example to HMRC).
• To deal with complaints, keep proper business records and defend legal claims. Legal basis: our legitimate interest in running the business properly, and our legal obligations.
• To keep our website secure and working. Legal basis: our legitimate interest in running a working, secure website.
• To use any special-category information you choose to tell us. Legal basis: your explicit consent, which you can withdraw at any time.

Where we rely on our legitimate interests, we've weighed them against your rights and we only use the information in ways you'd reasonably expect. You can object at any time (see Your rights below).

We don't send marketing emails or make marketing calls, and nobody from us will ring you to sell you something. If that ever changes, we'll ask for your consent first (or, for existing customers, give you a simple way to opt out in every message, as PECR allows), and you'll be able to say no at any time.

We don't make automated decisions about you, and we don't do profiling.

Section 4

Do you have to give us your information?

No, but without it we can't do what you've asked. We need your contact details to reply to an enquiry or complaint, and your name, address, appliance details and payment details to set up a plan or carry out a repair. Anything marked optional on our forms really is optional.

Section 5

Who we share it with

We share your information only with people who need it to do something for you, and only as much as they need:

• Repair engineers we appoint, who receive your name, address, phone number, the appliance details and the fault so they can carry out the visit.
• Parts suppliers, who receive the appliance model and, where a part is delivered direct to you, your address.
• Appliance suppliers and delivery firms, where we're replacing an appliance, who receive your name, address and phone number to arrange delivery.
• Our payment provider, which processes card and Direct Debit payments on our behalf under its own security standards.
• Netlify, Inc., which hosts our website and receives the forms you send through it (Netlify Forms) so we can read them.
• Our email provider, which stores and delivers our emails.
• Our accountants and, if it ever comes to it, our solicitors and insurers.
• A regulator, a court or the police, where the law requires it.

Our service providers work under contracts that require them to protect your information and use it only for the job we've given them. We don't sell your information and we don't share it with anyone for their own marketing.

Our website loads its typefaces from Adobe Fonts. When a page loads, your browser requests the font files from Adobe, which means Adobe receives your IP address and the address of the page in the same way as any website you visit; Adobe uses this to deliver the fonts and to count page views for font licensing. Adobe's own privacy policy governs that request.

Section 6

Where it's kept

We keep your information in the UK or the European Economic Area wherever we can. Some of our providers, including Netlify and Adobe, are based in the United States or store data there. Where your information is transferred outside the UK, it's protected by appropriate safeguards: for example the UK Extension to the EU-US Data Privacy Framework where the provider is certified under it, or the UK International Data Transfer Agreement or Addendum, which are contract terms approved under UK law. You can ask us for more detail about the safeguard that applies.

Section 7

How long we keep it

• Plan records, repair records and correspondence: for the life of your plan and for six years after it ends, which is the period during which legal proceedings could still be brought.
• Quotes, repair-form and get-covered enquiries, and other enquiries that don't turn into a plan or repair: 12 months, then deleted.
• Complaint files: six years from the date we close the complaint.
• Accounting records: six years after the end of the financial year they relate to, as the law requires.
• Website server logs: held by our hosting provider for a limited period under its own retention policy.

When we no longer need information, we delete it or anonymise it so it can't be linked to you.

Section 8

Keeping it safe

We take sensible steps to protect your information: our website is served over an encrypted connection, we use established providers for hosting, email and payments, card numbers never touch our own systems, and only the people who need your details to do their job can see them.

No system is completely secure, so we can't promise that nothing will ever go wrong. If something does happen that's likely to put you at high risk, we'll tell you without undue delay, and we'll report it to the Information Commissioner's Office where the law requires.

Section 9

Cookies and similar technologies

Cookies are small files a website saves on your device. Under PECR, a website can only use cookies that aren't strictly necessary (for example analytics or advertising cookies) if you've agreed to them.

Our website doesn't set any cookies, and it doesn't store anything else on your device. We don't use analytics, advertising or tracking cookies, pixels or social-media plug-ins. Here's everything the site does load:

• Our pages, images and forms, served by Netlify, our hosting provider. No cookies are set. When you send a form, it goes to Netlify so that we can read it.
• Our typefaces, from Adobe Fonts (use.typekit.net and p.typekit.net). This delivers the font files and counts page views for font licensing. Adobe says Adobe Fonts doesn't set cookies when it serves fonts to websites. Your browser may keep the font files in its normal cache.

If we ever add analytics or anything else that isn't strictly necessary, we'll ask for your consent before it runs, you'll be able to say no without losing any part of the site, and we'll list it here with its name, purpose and how long it lasts.

You can control cookies yourself: every mainstream browser lets you see, block and delete them in its settings (usually under Privacy or Security), and your browser's help pages explain how. Blocking cookies won't stop our website working.

Section 10

Your rights

You have the right to:

• Ask for a copy of the personal information we hold about you.
• Ask us to correct anything that's wrong or incomplete.
• Ask us to delete your information, where we no longer need it for the purposes above.
• Ask us to stop or restrict how we use it in some circumstances.
• Object to any use based on our legitimate interests, and object at any time to direct marketing (if we ever send it, we'll stop as soon as you tell us).
• Receive the information you gave us in a form you can take to another provider.
• Withdraw your consent at any time, where we're relying on it. That won't affect anything we did before you withdrew it.

To use any of these rights, ring 0203 606 0916 or email info@fixithomecare.co.uk. We'll respond within one month (if a request is complicated we can take up to two further months, and we'll tell you if we need to). We won't charge you, and we'll only ask for proof of identity where we need it to make sure we're giving information to the right person.

Section 11

If you're unhappy about how we've handled your information

Please tell us first, so we can put it right. Our complaints page explains how.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator: online at ico.org.uk/make-a-complaint, by phone on 0303 123 1113, or by post to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Section 12

Children

Our plans are for adults, and our website isn't aimed at children. It isn't directed at children under 13, and we don't knowingly collect their information. If you think a child has sent us their details, tell us and we'll delete them.

Section 13

Changes to this policy

We'll update this page if the way we use your information changes. The version and the date it was last updated, at the top of this page, tell you which policy applies. If a change is significant and you have a plan with us, we'll email you.