PRP Rescue Services understands that the information you trust us with is important to you, and we are committed to protecting and respecting your privacy.

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This Policy explains how, when and why we collect your personal information during the course of providing services to you, under what circumstances we may disclose your personal information within our Group of Companies and to others, and how we keep it secure.

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SUMMARY:

• We only collect personal information about you where it is completely necessary or you have consented, andwe ensure that we only collect information that we need

• We may send you marketing material but you can opt-out at any time

• We will not sell your personal information to third parties

• We use third party suppliers to help us provide an excellent service to you. Where we share personal information with those suppliers, we have the appropriate contracts or controls in place, which will assess the security of their processing arrangements

• We will protect your personal information with an appropriate combination of technical and organisational measures

• We record and monitor our communications with you to protect you and us for the reasons listed in Section 3

• You have rights to your information. These are detailed in Section 10

• We will endeavour to keep your personal information only for as long as we have to

• If you have a complaint, please see how to contact us in Section 12

• If you have any questions about how we process your information, please see how to contact us in Section 14

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1.     WHAT INFORMATION DO WE COLLECT ABOUT YOU?

We need information about you to process your membership and to offer our range of services. We need to collect information from you to do this and to offer you the right product for your circumstances.

This can include personal information about you. This information we collect will include:

• Name(s)

  • Contact details (postal address, email address, telephone numbers)

  • Banking, credit/debit card details

  • Vehicle ownership

  • Log in details for the self-service areas of our online customer accounts and preferences for how you would liketo receive your policy documentation (paper or paperless)

• Previous claims

 

 

2.      WHY WE USE THE INFORMATION ABOUT YOU

We collect your personal information for a number of reasons: so we can provide you with a quote, administer your membership, handle claims, protect us and you from fraud, improve the products and services we offer, and inform you of other products you may be interested in. To process your information we rely mainly on the following legal bases:

Performance of a contract: The use of your information is necessary to perform the contract that you, or aperson covered on the memebrship, has with us.

Legitimate interests: We may use your information for our legitimate interests, such as to provide you with the most suitable membership, website experience, emails or newsletters, or to improve and promote our products and services, along with administrative, fraud prevention and detection, legal purposes, and data analysis.

Consent: We may rely on your consent to use your personal information for certain products or to assist in a claim and also for direct marketing purposes. You may withdraw your consent at any time by contacting us at the address provided at the end of this Policy.

 

 

3.     HOW WILL WE USE THE INFORMATION ABOUT YOU?

We use the personal information we collect for a number of reasons. These include:

• To provide the most appropriate membership for your needs

• To give you advice or guidance

  • To service your membership and any claims you make

  • Where necessary, we’ll use your information to verify your identity or those transacting on the membership

  • To personalise the information we provide to you through online customer accounts

  • For fraud and financial crime prevention and detection, and for legal purposes where we may need to use your information to investigate or respond to legal disputes, regulatory investigations or for compliance purposes. If we suspect fraud, we may use Automated Number Plate Recognition (ANPR) databases to understand if your vehicle has been used while it should have been off the road.

  • We may also use your personal information to ensure we comply with legal and regulatory requirements. This includes internal audits, monitoring and assurance activities to examine and evaluate the systems and controls within PRP Rescue Services

  • When you call us, we record calls for quality control and training purposes. How long we keep recordings depends on our retention policy (see Section 11), unless PRP Rescue has a legitimate interest to keep recordings longer (as reasonably necessary), including for fraud detection and financial crime investigation purposes. Additionally we record calls to:

    • Ensure that we have correctly followed your instructions

      • Resolve any queries, issues or disputes

      • Help us understand how we could improve customer service

      • Respond to regulatory queries

    • Help our Fraud Prevention team with detection or prevention of fraud or other crimes

    • Assist with staff training and improve our customer experience

  • We also use your information to help us improve our products and services, our prices and our customerexperience through analytics, reporting and testing

  • We may use your information to contact you, if we need to tell you there is an error or change in your policy

 

 

4.     INFORMATION THAT WE SHARE

We may have to share your information with third-party service providers, including vehicle roadside/recovery operators and horse transport companies.

• We may share your information with third parties where they provide parts of your membership entitlements to ensure your membership can be serviced and honoured. For example, we will share your information with our breakdown partners and horse transport companies

• We will share your information with third party IT providers who will support us in hosting, transferring,processing, testing and problem resolving. This enables us to provide the services and products you need. We may also share information with third party audit companies providing expertise and assurance over our processes and controls

• We may also share your information with third parties in relation to other activities, such as training that we carry out

• There are some instances where we need to share your information with third parties to help us detect and prevent criminal or fraudulent activities

 

 

5.     INFORMATION SECURITY

We work hard to keep your data safe. We use an appropriate combination of technical and organisational measures to ensure, as far as reasonably possible, the confidentiality, integrity and availability of your information at all times. If you have a security-related concern, please contact us using the details provided at the end of this Policy.

 

6.     INFORMATION WE COLLECT THROUGH YOUR USE OF OUR WEBSITES

We collect information through the use of cookies and similar technologies, to enable us to remember when you visit our websites and to improve your online experience.

Cookies help us understand how you use our websites, view our products and respond to our advertising, so we can tailor direct marketing and enhance our overall product and service offering to you. When you visit one of our websites, we may record your device information including IP address, hardware and software used, general location, and when and how you interact with our websites.

This information is retained and used to note your interest in our products and to improve customer experience.

When you receive direct marketing from us by email, we may use technology or links to determine how you use our direct marketing, and your interest in it.

 

7.     YOUR INDIVIDUAL RIGHTS

You have a number of rights with regards to the personal information that we hold about you, which you will have provided as part of taking up a quote or service with us.

Right of Access – You have the right to request a copy of the information that we hold about you. We will provide you with this information within one month of receiving your request and verifying your identity. If the request is complex, we may extend the response time. We will inform you if this is the case and explain why.

Right to Rectification – We want to make sure that your personal information is accurate and up to date. Youmay ask us to correct, update or remove information you think is inaccurate or incomplete, and we ask that you inform us promptly of any changes to your circumstances.

Right to Erasure – You may also ask us to erase your personal information from our systems, in certain circumstances. There are some specific circumstances where the right to erasure does not apply and we are permitted to hold your data. We will explain the reason for this at the time, should this occur.

Right to Restricting Processing – You have a right to request that we restrict the processing of your personaldata in certain circumstances. We will inform our third parties to whom we have disclosed your personal data that they must also restrict processing. We will inform you when the restriction on processing your personal data ends.

Right to Object: Where are relying on substantial public interest and legitimate interest, you have the Right toObject to the processing of your personal data.

If you would like to exercise these rights, please write to us, using the details provided at the end of this Policy outlining your specific request.

 

 

8.     RETAINING YOUR DATA

PRP Rescue Services, and the information we collect about you, are subject to various regulatory and legislative requirements. In addition, we will endeavour not to keep your personal information for longer than we have to for us to fulfil our obligations to you. Where it is not possible for us to delete your data, we will ensure the appropriate security and organisational measures are put in place to protect the use of your information.

 

9.     COMPLAINTS

We work hard to ensure that your personal information is treated safely and securely. However, if you have a complaint, write to us using the details provided at the end of this Policy. You also have the right to complain to the Information Commissioner’s Office.

 

10.  CHANGES TO OUR PRIVACY POLICY

We review our privacy policy regularly and will place any updates on our website and in relevant policy communications.

 

11.  WHO TO CONTACT IN RELATION TO PROCESSING OF PERSONAL INFORMATION AT PRP Rescue Services Limited.

PRP Rescue Services Limited controls the processing of personal data on itssystems. If you would like to discuss anything in relation to this Policy or how we handle your personal information, you can reach the Data Protection Officer for PRP Rescue Services by writing to: Data Protection Officer, PRP Rescue Services Ltd, Whitehill Farm, Hamstead Marshall, Newbury, Berkshire RG20 0HP.