Privacy policy

1. Introduction

This website www.autoglass.co.uk (the "Site") is operated by Belron UK Limited (company number 494648) trading as Autoglass® whose registered office and head office location is at 1 Priory Business Park, Cardington, Bedford MK44 3US, also referred to in this Privacy Policy as "we" or "us" or “Autoglass®”. We are committed to protecting and respecting your privacy.

This Privacy Policy should be read together with our Terms of Website Use and sets out how we will treat any personal information that you provide us or that we collect from you.

Please read the following carefully to understand how we will treat your personal information.

2. Information we may collect from you through the Site

We may collect information from you online in a number of ways, such as through your use of this Site and through our use of cookies (see our Cookie Use Policy).

Some sections of the Site invite you to contact us for the purposes of requesting an appointment for the provision of our services or a call back from us, or to contact us with enquiries and comments. If you do so, we may collect and process personal information about you such as:

• Your name, home or office and/or other personal address, telephone numbers, email address and other contact details;
• Your vehicle and insurance details;
• Records of your correspondence with us, if you have contacted us;
• Details of your visit to our Site and the resources that you access.

3. Our use of your personal information collected through the Site

We may use personal information collected from you through the Site in the following ways:

• To ensure that the Site is presented to you in an effective manner;
• To provide you with information that you have requested from us;
• To develop and improve our methods of working, in particular through contacting you in the course of our customer surveys and by testing changes and improvement to information systems and processes; and
• Except where you have requested that we do not do so, to send you electronic and/or paper form marketing and other materials relating to our services (see Your Rights below).

4. Internet Cookies

Please see our Cookie Use Policy

5. How we process your personal data collected otherwise than through this Site

As well as information collected from you through the Site, we may also obtain personal information in other ways, such as by phone, email or in paper form. Our handling of that information is subject to this Privacy Policy.

Personal information could include:

• Your name, home or office and/or other personal address, telephone numbers, email address and other contact details;
• Your vehicle and insurance details;
• Records of your correspondence with us; and/or
• Your credit card, debit card or other payment details.

6. Our use of your personal information collected otherwise than through this Site

We may use personal information collected from you in the following ways:-

• To provide you with our services and goods or other information that you have requested;
• To invoice you and/or your insurance company for services we have provided to you;
• To keep records of the work we have carried out for you;
• To develop and improve our methods of working, in particular through contacting you in the course of our customer surveys and by testing changes and improvement to information systems and processes; and
• Except where you have requested that we do not do so, to send you electronic and/or paper form marketing and other materials relating to our services (see Your Rights below).

7. Disclosing your personal information collected through this Site or otherwise

By providing personal information to us, you acknowledge and agree that we may share your personal information with a third party where:

• That third party is your insurance company. For example, we are likely to share your personal information with your insurance company for the purposes of resolving your claim under your insurance policy and/or to allow us to collect payment from your insurance company for the services we provided to you; we may share your information with your insurance company for the purposes of preventing fraud and/or to develop our service provision generally to your insurance company to further benefit you and other policyholders;
• We are directly or indirectly using a third party service provider (which may, for example, include another member of the Belron® group of companies and/or service providers appointed by it) to provide services to us that involve data processing. For example, we appoint payment processing providers to assist us in our billing processes; we also use third party providers where we require assistance to recover payment of our invoices;
• We use third party service providers to assist us with the transmission to our information systems of personal information collected at our branches or using mobile devices;
• We use third party service providers to assist us in carrying out customer satisfaction surveys; we intend to use the results of those surveys to help us develop and improve our service; your insurer may wish us to share with it the results of your survey response;
• You have expressly consented for us to share your personal information with identified third parties;
• We have appointed a third party subcontractor to assist us in providing our services to you; for example, we use third parties to provide our services on the outlying islands of the United Kingdom, Channel Islands and the Isle of Man; and, at times of peak demand we may direct your call to a third party call centre in order to assist us with booking and managing an appointment for you;
• We are under a legal, regulatory or professional obligation to disclose your personal information, (for example, in order to fulfil our regulatory obligations to the Financial Conduct Authority or any successor to it) or in order to enforce or apply our Terms of Website Use or Terms of Business; or to protect our rights, property, or the safety of our company, its business and employees or others; and/or
• Belron UK Limited, or substantially all of its assets are merged or acquired by a third party, in which case your personal information may form part of the transferred or merged assets;
• To provide anonymous statistical information about users of the Site and related usage information to reputable third parties. Except as described above, we will not share your personal information with third parties.

8. Where we store your personal information

In order to provide our services and the Site, any personal information that we collect from you may be transferred to and stored by a third party at a destination inside or outside the European Economic Area, including in a country where the law provides less protection for personal information. If we engage a third party to process personal information on our behalf, then regardless of their location we contractually require them to apply appropriate safeguards for personal information. By continuing to use our services or the Site and by providing any personal information, you are consenting to such transfers, storing or processing of your personal information.

9. Telephone calls to and from Autoglass®

We usually record all incoming and outgoing telephone calls with our customers that are made to or from (as the case may be) our call centre, customer accounts team, customer services team and/or compliance team.

Incoming calls to our branches may be recorded in some cases. Currently, outgoing calls from our branches are not recorded.

Calls received or made by staff at any third party call centre appointed by us will also usually be recorded.

Unforeseen information system errors may prevent our ability to record calls or retrieve recordings in some instances.

Where we consider it reasonable and appropriate, we may allow a third party to listen to our recorded calls. In particular, we may make the calls we record available to a policyholder’s insurer or a governmental authority, such as the Financial Conduct Authority or the Police. Recorded calls may also be used as evidence in any dispute that arises concerning payment for the service we provide. We will always make appropriate arrangements to safeguard the personal information within any recorded call to ensure that no inappropriate use is made of that information.

10. Emails, text and other electronic messaging

We may contact you by e-mail, text or other communication methods (either physical or electronic) in connection with your booking, including sending you an appointment reminder using e-mail or text/SMS.

Unless you have asked that we should not do so, we may contact you about our services and products using e-mail, text or other forms of physical or electronic media.

11. Your rights

You have the right to ask us not to process your personal information for marketing purposes. You can exercise that right by checking the relevant boxes when you complete an online booking form or by contacting us at any time at Compliance Officer (Data Protection), Autoglass®, 1 Priory Business Park, Cardington, Bedford MK44 3US.

Please note that by continuing to use our services or the Site and by providing any personal information to us offline or via the Site or to email addresses provided on the Site, you are consenting to our use of your personal information as set out in this Privacy Policy. Please do not provide us any personal information if you do not want that information to be used by us in this manner.

Our Privacy Policy and/or the Terms of Website Use may be amended by us at any time without notice of any kind to you. Please check this page periodically to inform yourself of any changes.

You are entitled by law to request a copy of your personal information that Autoglass® holds and to correct any errors. You are also entitled to request that your information is deleted from our records. If any such request is made, we will use our reasonable efforts subject to applicable laws to supply, amend or delete the personal information as requested. Any request, or any other question you may have about our privacy policy or the information held about you by Autoglass® should be made in writing to the following address:

Compliance Officer (Data Protection)

Autoglass®

1 Priory Business Park

Cardington

Bedford

MK44 3US.

Please note that we reserve the right to charge a £10 fee for any information requests and we will require you to prove your identity with at least 2 pieces of identification.

Date: 28 June 2012