1. Who we are
Homesure Warranties Ltd
Company number: 11015889
Registered office: Alum House, 5 Alum Chine Road, Westbourne, Bournemouth, Dorset, England, BH4 8DT
Telephone: 0800 068 3534
Email: customerservice@homesurewarranties.co.uk
Homesure Warranties Ltd is the controller of personal information described in this policy unless we tell you otherwise. This policy explains how we collect, use, share and retain personal information in connection with our website, enquiries, service plans, payments, repair and service requests, customer support and related business activities.
2. Information we may collect
Identity and contact information such as name, address, email address and telephone number.
Plan information such as Plan number, Plan Summary, selected services, start/renewal dates and payment frequency.
Payment and billing information. We do not need to store full payment-card details where payments are processed by a payment provider.
Property and Product information, including boiler, heating, plumbing, drainage and Appliance details, proof of purchase and service history where relevant.
Repair, service and complaint information, including photographs, engineer notes, invoices and correspondence where relevant.
Call recordings and customer-service notes where calls are recorded for quality, training, dispute-resolution or evidence purposes.
Website and technical information such as IP address, browser/device information and cookie or consent preferences where collected.
Marketing preferences and records of consent or objection.
Information about accessibility or support needs where you choose to tell us and where it is relevant to providing assistance.
3. How we collect information
Directly from you when you enquire, join a Plan, contact us, request a repair or service, make a complaint or otherwise communicate with us.
From authorised representatives, family members or carers where you have authorised them to act for you.
From contractors, engineers, payment providers and other service providers involved in delivering or administering your Plan.
From website and communications technologies, subject to applicable cookie and privacy rules.
From third-party lead or marketing sources only where there is an appropriate lawful basis and the required transparency information has been provided.
4. How and why we use personal information
| Purpose | Typical lawful basis |
|---|---|
| Provide and administer your service plan | Contract; legitimate interests where appropriate |
| Create and maintain Plan records and Plan Summaries | Contract; legal obligations |
| Process and reconcile payments | Contract; legal obligations; legitimate interests |
| Respond to enquiries and repair/service requests | Contract; steps at your request before contract; legitimate interests |
| Arrange engineer or contractor visits | Contract; legitimate interests |
| Customer service and complaint handling | Contract; legal obligations; legitimate interests |
| Fraud prevention, security and misuse detection | Legitimate interests; legal obligations |
| Accounting, tax, audit and record keeping | Legal obligations; legitimate interests |
| Improve services and website | Legitimate interests; consent where required for non-essential technologies |
| Direct marketing | Consent or legitimate interests where permitted by law; you can opt out at any time |
| Support and accessibility adjustments | Contract/legitimate interests; explicit consent or other lawful condition where special-category information is involved, as applicable |
The lawful basis depends on the circumstances. We do not rely on consent where another lawful basis is more appropriate, and where we do rely on consent you can withdraw it for future use at any time.
5. Who we may share information with
Engineers, contractors and service partners who need information to carry out approved work.
Payment, Direct Debit and banking-service providers used to process and administer payments.
IT, CRM, hosting, telephony, communications and security providers acting on our behalf.
Professional advisers such as accountants, auditors and solicitors.
Debt-recovery providers where an amount is lawfully due.
Law enforcement, regulators, courts or public authorities where disclosure is required or permitted by law.
A purchaser, investor or successor organisation where our business or relevant assets are transferred, subject to appropriate safeguards.
We require service providers acting on our behalf to use personal information only for authorised purposes and to protect it appropriately.
6. International transfers
Some technology or service providers may process information outside the United Kingdom. Where personal information is transferred internationally, we will use an appropriate UK data-protection mechanism or other lawful safeguard where required.
7. How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including the duration of your Plan and appropriate periods afterwards for customer service, complaints, legal claims, tax, accounting, fraud-prevention and regulatory purposes. Retention periods vary according to the type of record, legal requirements, limitation periods and whether an issue or dispute remains open. We securely delete or anonymise information when it is no longer required.
8. Marketing
We may send service-related communications that are necessary to administer your Plan. Marketing communications are separate. Where required, we will obtain consent before sending electronic marketing. Where the law allows us to rely on another basis, we will still provide a simple way to opt out. You can ask us to stop direct marketing at any time.
9. Cookies and similar technologies
Our website uses cookies and similar technologies as described in our Cookie Policy. Non-essential technologies are used only where the applicable rules permit and any required consent or objection mechanism has been provided.
10. Call recording
We may record or monitor calls for quality assurance, training, complaint handling, fraud prevention and to maintain an accurate record of discussions. Access to recordings is restricted and recordings are retained only for an appropriate period according to their purpose.
11. Security
We use technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction. No system can be guaranteed to be completely secure, but we review our safeguards and restrict access to people who need the information for their role.
12. Your data-protection rights
The right to be informed about how your personal information is used.
The right to request access to personal information we hold about you.
The right to ask us to correct inaccurate or incomplete information.
The right to ask us to erase information in certain circumstances.
The right to ask us to restrict processing in certain circumstances.
The right to object to certain processing, including direct marketing.
The right to data portability where the right applies.
The right to withdraw consent where processing is based on consent.
Rights relating to solely automated decisions with legal or similarly significant effects, where applicable.
These rights are not absolute and may not apply in every circumstance. To exercise a right, contact us using the details above. We may need to verify your identity before acting on a request.
13. Complaints about data protection
Please contact us first if you have concerns about how we use personal information. You also have the right to raise a concern with the Information Commissioner's Office (ICO). Current ICO contact information is available at ico.org.uk.
14. Changes to this policy
We review this Privacy Policy periodically and will update it where our processing, services or legal obligations materially change. Where appropriate, we will bring significant changes to your attention.