Section 1
Who we are
Fixithomecare Limited (trading as Fix It Homecare) is the data controller for the personal information described in this policy. Our registered office is Bourne House, 23 Hinton Road, Bournemouth BH1 2EF, company number 11687692. If you have any question about your information, ring 0203 606 0916 or email info@fixithomecare.co.uk.
This policy explains what personal information we collect, why, how long we keep it and what your rights are. It applies to our website, our helpdesk and the plans and repairs we provide.
Section 2
What we collect
When you take out a plan, book a repair, or contact us, we may collect:
- 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.
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. We use that 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, we'll only use it to deal with that request.
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 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 answer questions and quotes before you buy. Legal basis: taking steps at your request before entering a contract.
- To deal with complaints and legal disputes. Legal basis: our legitimate interest in running the business properly, and our legal obligations.
- To keep accounting and tax records. Legal basis: our legal obligations.
- To keep our website secure and understand how it's used. Legal basis: our legitimate interest in running a working, secure website.
- To tell you about changes to your plan, your price or these terms. Legal basis: performing our contract with you.
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 and you'll be able to withdraw it at any time.
We don't make automated decisions about you, and we don't do profiling.
Section 4
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.
- Our website host and email provider, which store the site and our messages on our behalf.
- Our accountants and, if it ever comes to it, our solicitors.
- A regulator, a court or the police, where the law requires it.
Everyone in the first six groups works under a contract that requires 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 in the same way as any website you visit. Adobe's own privacy policy governs that request.
Section 5
Where it's kept
We keep your information in the UK or the European Economic Area wherever we can. Some of the providers listed above store data in other countries, including the United States. Where that happens, they do so under contract terms approved under UK law that require the same level of protection your information has here.
Section 6
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 and 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 logs: 30 days.
When we no longer need information, we delete it or anonymise it so it can't be linked to you.
Section 7
Cookies and analytics
Our website uses only the cookies it needs to work. We don't set advertising or tracking cookies, and we don't use social-media plug-ins.
We may use analytics or performance cookies to understand how visitors use the website (which pages are read, how people move through the site) and to improve how it works. Those cookies aren't strictly necessary, so where the law requires it we'll ask for your consent before setting them, and you can say no without losing any part of the site. If we start using a specific analytics provider, we'll name it here.
Section 8
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.
- Receive the information you gave us in a form you can take to another provider.
To use any of these rights, ring 0203 606 0916 or email info@fixithomecare.co.uk. We'll respond within one month. 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 9
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, at ico.org.uk or on 0303 123 1113.
Section 10
Changes to this policy
We'll update this page if the way we use your information changes. The version and date at the top tell you which policy applies. If a change is significant and you have a plan with us, we'll email you.