Introduction and Contact Information
This privacy statement tells you what to expect when we collect your personal information. We will explain what data we hold about you, how we collect and use your data and whether we share it with other organisations.
Depending on which services you use FMG Support Group Limited will be the organisation which has control of your data (the data controller). If you want to ask us for information about your data or this privacy policy, please contact the Information Security Officer at FMG, this privacy policy, please contact the Information Security Officer at FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Bradley, Huddersfield HD2 1GZ or by or by email at dataprivacy@fmg.co.uk and we will respond to you directly.
We have purposely drafted this notice to be clear and concise so it is a summary of how we collect and use your personal information. If you would like more details about how we collect and use your personal information you will find this on our website terms of use and letters or documents we send to you. You will also find information on our portals if relevant to the services you use. If you can’t find the information you would like, please contact us.
This privacy notice applies to:
- Visitors to our websites and use of cookies
- Information we obtain about you
- How we use your information
- Sharing your information
- Where we store your personal information
- International data transfers
- Your rights of access to information
- Other rights you might have
- Complaints
- Changes to this policy statement
Visitors to Our Websites and Use of Cookies
When someone visits our websites we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. Cookies help us to provide you with a good experience when you browse our website and allow us to improve our site. You can read more about how we use cookies and Google analytics HERE.
Information About You
You will give us most of the information we will hold about you; this is generally done when you communicate with us and is likely to include your name, address, e-mail address, telephone numbers, financial information and, where relevant, information about any incident in which you may have been involved, including any injuries suffered, other parties involved and further information relevant to the products and services we offer.
Sometimes information about you will come from other organisations such as your Leasing Provider, motor insurer, insurance broker, vehicle dealer. These businesses will be data controllers themselves and we encourage you to read their privacy notices for information about how they deal with information about you. We also work closely with other third parties (including, for example sub-contractors in technical, payment and delivery services and search information providers and we may receive information about you from them. We routinely make checks against the Government’s financial sanctions targets list.
We hold information about you for at least seven years after the conclusion of all services or, if longer, the conclusion of any other dealings with you are in line with our retention policy. Your information will be held securely.
We may record telephone calls you make to us and calls that we make to you for quality and training purposes. We do this in the interests of offering a good service to our customers. We will delete call recordings twelve months after the call was made.
There may be occasions where we need to collect and process certain types of data, including special category data such as health, for the purpose of offering an enhanced level of support to customers who need it most.
How We Use Your Information
Our Services and Products
We use your information to deal with enquiries you make about our services or products, to provide services or products to you and to notify you about changes to our services. Some of those services are not provided directly by us – there is more information about this in the section about sharing your information.
We will seek feedback about your experience to analyse and improve our services and products.
Marketing
We will provide you with information about our products and services that you have used or asked about and our related products and services.
We may provide selected third parties with information about goods or services we think may interest you but only if you first agree that we may do so.
If you are not an existing customer we will only contact you if you have first agreed we may do so.
Sharing Your Information
We have a legitimate interest to share your information with other organisations and we want to make it clear to you when this will happen. To provide our overall service we need to use the services of, and supply information about you to, various suppliers who will have their own obligations to tell you how they collect and use your personal data. We may share your personal information with any of our group of companies; this means the company that owns us and any companies they own or control, this may be to provide services to you.
As we offer products and services to you that we may not directly provide ourselves, we share your information with other approved suppliers; sometimes these organisations will supply their services directly to you (typically repairer, recovery and storage networks, replacement vehicle providers, client and third party insurers, brokers & underwriters, on other occasions they will be our sub-contractors such as telematics installation vehicle suppliers or external IT infrastructure businesses.
We share your information with organisations, such as our business partners who will include organisations that put you in touch with us and who are themselves data controllers and organisations that process your information on our behalf and under our direction. Where we share your information with other data controllers it is to honour the obligations we have to you or because they or we have some other good reason to do so such as the provision of management information about how we have supplied services to you or to deal with complaints.
Other Occasions When We May Share Your Personal Information
If anyone buys us or any of our group companies that hold your personal information then personal information about you will be transferred to the buyer. This will also be the case if instead of buying the relevant group company the buyer simply buys all or most of the business assets.
There may be occasions when we must share information (including with regulators) about you so that we comply with a legal obligation, to enforce or apply our website terms of use, other agreements or to protect the rights, property, or safety of ourselves or our customers or someone else. We will also exchange information with other companies and organisations for the purposes of fraud protection, crime prevention or detection and credit (and other) risk reduction.
Where We Store Your Personal Information
All information you provide to us is stored on secure servers. Where we have given you, or where you have chosen a password which enables you to access certain parts of our systems, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
International Data Transfers
We do not generally process personal information outside of the European Economic Area but should this occur from time to time (for example our use of Google analytics involves some personal data being transferred to the USA) it will be done only in a way that complies with current laws and regulations. An example of this is when FMG conducts customer surveys to analyse and improve our services, we use a supplier who hosts data in the USA, however they are covered by the US Privacy Shield framework which is a mechanism to ensure compliance with data protection requirements when transferring personal data from the European Union and Switzerland to the United States
Access to Information
You may obtain the information we hold about you by making a written request to us using the contact details above.
Subject to compliance with any laws and regulations, when you ask us about the information we hold on you we will give you confirmation that your data is being processed, access to it and any other supplementary information we consider relevant to your request.
Your Other Rights
In addition to having access to your information (see above) and your right to the information set out in our privacy statements you have the rights to ask us to rectify any incorrect information about you, to delete information we hold about you, to restrict what we do with information about you, to require us to send information we hold about you either to you (or someone you designate) in a commonly used machine readable form, additionally you may object to how we are using information about you and the right not to have automated decisions made about you.
The above rights are not all absolute and whether you can use one of these rights may depend on the way we obtained your information or the legal basis on which we use your personal information. More information about how and when you can exercise these rights is available from the Information Commissioner’s Office.
You can ask us to stop using your information for marketing at any time by following this link .
Additionally if you have provided your consent to process information about you for any other purpose (excluding providing services) you can withdraw your consent where feasible, by contacting us at dataprivacy@fmg.co.uk.
Complaints
We are committed to protecting and respecting information about you in compliance with relevant laws and regulations and for this reason we take complaints we receive about this very seriously. Please address any concerns to us at the contact address given above or to dataprivacy@fmg.co.uk. We encourage you to contact us directly if you are unhappy, but if you are not satisfied with our response or if you prefer not to raise the issue with us you may at any time complain to the Information Commissioner’s Office; for more information on this see the ICO’s report a concern links, their contact links or at one of its regional offices:
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Scotland
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Wales
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Northern Ireland
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Information Commissioner's Office
45 Melville Street
Edinburgh
EH3 7HL
Tel: 0131 244 9001
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Information Commissioner's Office
2nd floor
Churchill House
Churchill way
Cardiff
CF10 2HH
Tel:029 2067 8400
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Information Commissioner's Office
3rd Floor
14 Cromac Place
Belfast
BT7 2JB
Tel: 028 9027 8757 or
0303 123 1114
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Links to other sites
This privacy notice does not cover the links within this site linking to other websites. These websites have their own privacy statements and we encourage you to read the privacy statements on the other websites you visit.
Changes to our privacy policy
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.