Privacy Statement
Introduction and Contact Information
This statement outlines how we collect, use, and protect your personal information. It explains the types of data we hold, how it is obtained, and whether it is shared with other organisations.
FMG is the trading name used by FMG Support (FIM) Ltd ICO ref: Z6699396 and FMG Support (RRRM) Ltd ICO ref: Z4978649, which are separate data controllers. Each entity is responsible for the personal data it processes.
Data Protection Enquiries
Data protection matters, including individual rights requests, are managed centrally on behalf of both entities. Each entity remains responsible for its own processing and compliance obligations.
The applicable data controller determines the purposes and means of processing your personal data.
If you wish to exercise your data protection rights, request information about your personal data, or make enquiries regarding this privacy notice, please contact the Information Security Officer at FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Bradley, Huddersfield HD2 1GZ or by email at dataprivacy@fmg.co.uk and we will respond to you directly.
Your request will be dealt with by the appropriate FMG entity and responded to directly in accordance with applicable data protection legislation.
We’ve designed this notice to be clear and easy to understand, providing a summary of how we collect and use your personal information. For more detailed information, please refer to our website’s Terms of Use, any correspondence we send you, or relevant service portals. If you still have questions, feel free to 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 you visit our website, we use Google Analytics, a third-party service, to collect standard internet log data and visitor behaviour patterns. This helps us understand how users interact with different parts of the site. We also use cookies to enhance your browsing experience and improve our website. You can learn more about our use of cookies and Google Analytics in our full policy HERE.
Information About You
Most of the personal information we hold is provided directly by you, typically when you contact us. This may include your name, address, email, phone number, financial details and, where relevant, information about incidents you have been involved in, including injuries and other parties.
We may also receive information from third parties such as your leasing provider, insurer, broker or vehicle dealer. These organisations are independent data controllers, and we recommend reviewing their privacy notices for details on how they handle your data. Additionally, we may receive information from trusted partners, including subcontractors and service providers. We routinely check your details against the Government’s financial sanctions list.
We securely retain your personal information for a minimum of seven years following the conclusion of our services, or longer if required by our retention policy. Telephone calls may be recorded for quality assurance and training purposes and are retained for seven years from the date of the call.
In certain situations, we may need to collect and process specific types of personal data, such as health information, to provide enhanced support to customers who require additional assistance.
How We Use Your Information
Our Services and Products
We use your information to respond to enquiries, deliver our products and services, and inform you of any changes. Some services may be provided by third parties, details of which are outlined in the section on sharing your information.
We may also request feedback on your experience to help us evaluate and improve our services.
Marketing
We may contact you with information about products and services you currently use, have used, or have enquired about, as well as related offerings.
With your consent, we may also share your information with selected third parties so they can offer products or services that may be of interest to you.
If you are not an existing customer, we will only contact you if you have given us permission to do so.
Sharing Your Information
We may share your personal information with other organisations where we have a legitimate interest in doing so, and we aim to be transparent about when and why this happens. To deliver our services, we work with a range of suppliers who may also process your data. These suppliers have their own responsibilities to inform you about how they handle your personal information.
We may share your data with companies within our corporate group, including our parent company and its subsidiaries, where necessary to provide services to you.
As some of our products and services are delivered by approved third parties, we may share your information with them. These may include service providers such as repairers, recovery and storage networks, replacement vehicle providers, insurers, brokers, underwriters, telematics installers, vehicle suppliers and IT infrastructure partners.
We also share information with business partners who may have introduced you to us, and with organisations that process data on our behalf. Where we share data with other data controllers, it is either to fulfil our obligations to you or for legitimate purposes such as service performance reporting or complaint resolution.
Other Occasions When We May Share Your Personal Information
If our business, or any company within our group that holds your personal information, is sold or transferred, whether through a share sale or the sale of business assets, your personal data may be transferred to the new owner as part of that transaction.
We may also share your information when required to comply with legal obligations, enforce our website terms of use or other agreements, or protect the rights, property or safety of our business, customers or others. Additionally, we may exchange information with other organisations for the purposes of fraud prevention, crime detection and risk management, including credit risk.
Where We Store Your Personal Information
All personal information you provide is stored securely on our servers. If you are given, or choose, a password to access certain parts of our systems, it is your responsibility to keep it confidential. We strongly advise that you do not share your password with anyone.
International Data Transfers
We generally do not process personal information outside the European Economic Area (EEA). However, in some cases, such as our use of Google Analytics, limited personal data may be transferred to countries like the United States. When this occurs, we ensure that all transfers comply with applicable data protection laws and regulations.
For example, when conducting customer surveys to improve our services, we may use a supplier that hosts data in the U.S. This supplier adheres to recognised data protection frameworks, such as the EU-U.S. Privacy Shield or its successor mechanisms, to ensure your information remains protected.
Access to Information
You can request access to the personal information we hold about you by submitting a written request using the contact details provided above.
Subject to applicable laws and regulations, we will confirm whether your data is being processed, provide access to it, and share any relevant supplementary information in response to your request.
Your Other Rights
In addition to accessing your personal information, as outlined above, you have several rights under data protection laws. These include the right to:
- Request correction of inaccurate data
- Request deletion of your data
- Restrict how your data is used
- Receive your data in a commonly used, machine-readable format, or have it sent to a third party
- Object to how your data is being processed
- Not be subject to decisions made solely through automated processing
Please note that these rights are not absolute and may depend on how your data was collected or the legal basis for its use. More information about how and when you can exercise these rights is available from the relevant regulatory authorities or by contacting 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.
How to Make a Data Protection Complaint
If you have concerns about how we handle your personal data, you have the right to make a complaint.
Raising a complaint with us
You can contact us using the details below and we will make sure your concern is handled appropriately:
- Email: customerservices@fmg.co.uk
- Telephone: 0344 2438545
- Post: FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Bradley, Huddersfield HD2 1GZ
We aim to make our complaints process easy to use and accessible.
What happens when you complain
- Acknowledge your complaint within 30 days
- Investigate your concerns and may contact you for further information
- Keep you informed of progress where appropriate
- Provide you with a response setting out our findings and any actions taken
We will respond to your complaint without undue delay.
If you are not satisfied
If you are not satisfied with our response, you have the right to raise your concern with the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues.
We encourage you to contact us first so we can try to resolve your concern.
Your Rights
Making a complaint will not affect your other rights under data protection law, including your right to access your personal data, request correction, or request erasure where applicable.
Artificial Intelligence (AI)
We use AI tools to support internal business processes and improve productivity. In certain circumstances your personal data may be processed through these tools. Only company approved AI tools are permitted for use within the business, are appropriately tested, and are subject to security measures. Our default position is that outputs of AI tools are reviewed and validated through human oversight.
Links to Other Sites
This privacy notice does not cover links within this website that direct you to other websites. Those websites have their own privacy notices and policies, and we encourage you to read them before providing any personal information or using those sites.