repaircare

0844 557 3701

Contact Centre opening times

  • Monday to Friday 8am - 6pm
  • Saturday 9am - 4pm
  • Sunday 11am - 3pm

Alternatively click here to contact us via email

Calls to 0844 numbers will be charged at 7p per minute plus your network access charge.

Privacy Policy

Repaircare is a division of Connect Distribution Services Ltd (CDSL) and is registered as a Data Controller with the Data Protection Regulator, The Information Commissioner's Office. Our registration reference is Z8421875. Repaircare only collect or use personal and other information relating to you for the purposes indicated in notifications with the Information Commissioner's Office and as detailed in this privacy policy in accordance with all applicable UK & International Laws.

Why Repaircare collect your information

When Repaircare collects and processes Personal Data it is conducted under the legal basis of performance of a contract to provide goods or services to you that you purchase.

What information Repaircare collects & how it is used

Personal Information - When you book a repair with Repaircare, your name, home address, e-mail address, contact telephone number, appliance details, credit or debit card number, expiry date & security code are collected in order to process your fixed price repair application, authorise your credit or debit card payment, keep you informed of your repair status and fulfil the repair of your appliance.

Repaircare may also use this information to carry out security checks which may involve sharing your personal information with credit reference agencies to help prevent fraudulent activity.

Repaircare may also use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the site or to our services.

Repaircare may also use your email address where you have consented to send you special offers and other promotions that you may be interested in.

Your name, address and appliance details are also shared with authorised service engineers who will be assigned the job booking and who will in most cases be local to you.

In some situations goods required to fix your appliance may be sent directly to your home rather than provided to the engineer, they may be large or expensive items which Repaircare believe are better sent directly to you, in these situations we will also share your name and address to our couriers or to Royal Mail in order for them to deliver these items to you.

Tracking & Performance Data - To improve the design and content of Repaircare website and in order to understand the buying behaviour of users, Repaircare use cookies which are small text files that contain tracking information which are stored on your computer's hard drive. If you set your browser to reject cookies you may be limiting your use of some areas of Repaircare website.

Repaircare cookies hold the following information:

  • A unique identification number in order to keep track of your repair
  • A unique reference number to help identify your repair as a whole
  • Computer IP address
  • Web Browser & version
  • Page views & visit information

To find out how to block the use of cookies, please refer to the Repaircare Cookie Policy. Please be aware however that blocking the use of cookies may prevent certain functions of our website from working.

Other Information Pertaining to you - Repaircare may collect other information from you such as any email messages you send to us, transcripts of any live chats you take part in and Repaircare may also record any telephone conversations you may have for training, legal obligations, warranty and improvement purposes.

Your consumer rights

As a customer of Repaircare you have several rights in relation to the processing of your personal information, these are:

Right to Access - You may contact Repaircare at any time to ask what information is hold about you free of charge. Repaircare are obliged to provide this to you without undue delay up to a maximum of 30 days. Depending on the initial request Repaircare will issue a Subject Access Request (SAR) form in order to better and more quickly identify you and your records. Should Repaircare require more than 30 days to process your request you will be notified within the 30 day period.

Right to accuracy - Repaircare takes all necessary steps to ensure information collected is accurate, however should you believe or discover the information held about you is inaccurate you can contact us using the details in the Contact Us section below and ask us to correct it.

Right to object - If you are not satisfied in any way with how Repaircare is processing your information you may communicate using the details/methods provided in the Contact Us section and explain why you object. You may ask Repaircare to restrict or completely stop processing your information. Dependent on the legal basis upon which we are processing it, if Repaircare should not agree to this we will let you know together with the reason why. If you are still not satisfied with our response you may then further appeal this decision by escalating the matter to the ICO whose details are also listed in the Contact Us section.

Right to erasure - You may ask Repaircare to remove all information that relates to you using the details listed in the Contact Us section. Dependent on the legal basis upon which your personal data is being processing should we not agree to this Repaircare will let you know together with the reason why. If you are still not satisfied with the response you may then further appeal this decision by escalating the matter to the ICO whose details are also listed in the Contact Us section.

Right to Portability - You can ask Repaircare to provide any information held about you to another organisation in a universally compatible format. Again you may make this request using the details shown in the Contact Us section.

Contacting us

You can exercise any of the rights listed above, this is known as a Data Subject Request (DSR) and should be made in writing by completing the form available as a PDF here.

This should be printed, completed, signed & returned to Repaircare together with 2 forms of ID, one of which must include a signature.

Proofs of identity can include:

  • Your full name and address
  • Your Repaircare Job Number
  • A copy of one of these proofs of identity, one of which must include your signature:
  • Birth Certificate
  • Passport
  • Driver's License
  • Credit or debit card statement
  • Utility bill
  • Child benefit book
  • Pension book

Return this information to us by post:

Data Protection Office
Repaircare.co.uk
Co: Connect Distribution Services Ltd.
Connect House
Small Heath Business Park
Talbot Way
Birmingham
B10 0HJ

Alternatively you can email us using: dpo@connect-service.co.uk

We recommend that postal communications are sent by Recorded Delivery, but this is not compulsory.

Should you realise that information held about you is incorrect and would like it to be corrected or alternatively should you want to ask Repaircare to limit or stop processing your personal details or should you want to make a complaint in regards to how Repaircare process your personal details please use the email or postal address shown above.

We will process your request and respond to you no later than 30 days after receipt of your communication.

Should you not be satisfied with Repaircare's decision you may of course escalate the matter to

The Information Commissioners Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113

Changes to our Privacy Policy

Repaircare may make changes every now and then to its Privacy Policy and Terms & Conditions, it is your responsibility to familiarise yourself with the latest versions prior to using our website and our services.


We are a secure site

Repaircare uses various organisational and technical measures to protect your personal information and is proud to be certified against BSI EN ISO9001 for business processes.

Organisational Measures

Repaircare have company policies and handling procedures in place which employees and business partners with whom we may share your information must follow. Regular training is also undertaken to ensure policy and procedures and all applicable regulations and laws are followed.

Access Control & Authentication

Repaircare use access control systems to ensure only authorised employees and business partners have access to your information that is limited to what is needed for carrying out their job. Each individual with access has to provide access credentials in order to gain access to the systems which are monitored.

Just as Repaircare employees and business partners can gain access to your personal information, Repaircare site may also provide you with account facilities where you can customise and improve your user experience and manage any customisable settings as well as view your own account information.

In order to provide this service Repaircare invite you in the first instance to create a username and password. Repaircare would ask that you maintain the confidentiality of these credentials just as we do ours to help prevent unauthorised access.

Repaircare offer the following tips to keep your log in details secure:

Make your password strong - the longer and more complicated it is the harder it is for others to guess or crack, we suggest using a passphrase (a random selection of words you can easily remember) or why not use a password manager (there are many freely available on line that can create one for you and remember it so that you don't have to

Don't share passwords with anyone - even someone you know, passwords can be easily compromised especially if they are known to others

Don't reuse passwords across multiple on line accounts - once a password is compromised a crook can try these credentials on other websites that you may use and gain unauthorised access allowing them learn more about you which can then be used for fraud or identity theft

Encryption

Repaircare use data encryption to ensure safe and secure transactions. Repaircare site is secured using industry standard Secure Sockets Layer (SSL) or Transport Layer Security (TLS) technology which creates an encrypted link between the web server and your browser ensuring that all data passed between us remains private and secure.

In order to be able to generate this encrypted link (signified by a padlock in the address bar), a web server requires an SSL/TLS Certificate.

SSL/TLS certificates confirm two essential factors:

  • That you have a secure SSL/TLS (encrypted) link with our website
  • That the website owner is a valid and legitimate organisation

Payment Card Data

In addition to Repaircare using your payment details to process your order, the organisation that processes the payment together with your card issuer may do additional fraud checks to verify the card and the transaction is legitimate.

Visa & MasterCard in particular may interrupt the order process after you enter your payment details and will prompt you for an additional security password where you are using one of these cards and are enrolled in either the "MasterCard SecureCode" or "Verified by Visa" schemes. Where you are not enrolled you will be asked to enrol. Once this process is completed you will be returned to our website to complete the transaction.

MasterCard® SecureCode™ Explained
MasterCard® SecureCode™ is a simple and secure method of payment at online stores, for which you will have a private code known only to you and to your bank. Your SecureCode™ enhances your existing MasterCard® account by safeguarding against unauthorised use of your card when shopping at participating online retailers. Every time you make a payment with these retailers, you will be automatically prompted to enter your own private SecureCode™ - just like entering a PIN at a cash machine. In seconds, you gain added protection while shopping online.

Verified by Visa Explained
Verified by Visa is a simple password-protected identity-checking service that takes the risk out of online shopping for both retailers and customers. Retailers are protected against fraudulent transactions and the costs associated with it, while customers can spend with confidence knowing that their payment details are safe.

Data Storage & Retention

In order to minimise the risk of exposure to your information Repaircare only keep your information for as long as needed in accordance with our policies, industry best practice and to comply with the law. Repaircare current internal retention policy is set to a maximum of 7 years this allows us to comply with financial regulations and provides ample time for customers to make enquiries about previous orders and to deal with queries regarding any guarantee and warranty period on products or services sold to you.

Personal information collected via this website is stored on servers located within the EU and therefore is subject to both UK and EU privacy and data protection regulations; Repaircare will not store your information on systems outside of the EU without permission from you unless international data sharing treaties or specialist contracts are in place.

Information Sharing

Repaircare will not disclose your personal information to anyone other than businesses within the Repaircare group and to reputable third party contractors engaged by Repaircare to perform a variety of functions such as delivering and processing your orders, assisting with promotions, fraud management, handling complaints or providing technical services such as Live Chat and hosting.

Repaircare require all such third parties to sign a data sharing agreement which means they agree to treat your personal information as fully confidential and to fully comply with all applicable UK and International data protection laws and consumer legislation from time to time in place. Additionally Repaircare will never sell or pass your personal information to anyone without informing you and gaining your consent.

Disclaimer

Repaircare provide links to other resources & websites such as review sites, social media pages and blogs hosted on other platforms amongst others. By visiting these sites you recognise that these other websites to which Repaircare link to will be governed by their own terms and conditions & privacy policies. We accept no responsibility or liability for the content and data protection policies of websites which are not within Repaircare control.

This privacy policy may not be applicable in all countries where Repaircare visitors or registered community users reside, security policies may vary according to the individual Internet laws in each host country.