Privacy Policy

Utility Appliance Care Ltd

Last updated: [01-01-2026]

Utility Appliance Care Ltd (“we”, “us”, “our”) is committed to protecting your personal data and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how we collect, use, share, and protect your personal information.

1. Who We Are (Data Controller)

Company name: Utility Appliance Care Ltd
Registered address: 128 City Road, London, EC1V 2NX
Email: info@utilityappliancecare.co.uk

We are the data controller responsible for your personal data.

2. Personal Data We Collect

We collect only data that is necessary to provide our services.

a) Identity & Contact Data

• Full name

• Postal address

• Email address

• Telephone number

b) Service & Account Data

• Appliance details

• Service history

• Booking and appointment records

• Customer communications

c) Payment & Billing Data

• Bank account details for Direct Debit (Bacs) setup

• Payment references and transaction status

We do not store full card numbers or unnecessary banking information.

d) Technical Data

• IP address

• Browser and device information

• Website usage data

3. How We Collect Your Data

We collect personal data when you:

• Request a quote or book a service

• Sign up for a service plan

• Contact us by phone, email, or web form

• Set up or manage a Direct Debit

• Use our website

4. Why We Use Your Data (Lawful Basis)

Purpose --> Lawful Basis

• Provide appliance repair & maintenance services --> Contract

• Manage bookings & customer support --> Contract

• Process payments & Direct Debits --> Contract

• Send service-related communications --> Legitimate interest

• Send marketing communications --> Consent

• Improve services & internal operations --> Legitimate interest

• Legal & regulatory compliance --> Legal obligation

5. Marketing & Communications

We may send marketing communications by email, SMS, WhatsApp, or phone where:

• You have opted in, or

• We are permitted under legitimate interest for similar services

You may opt out at any time by:

• Clicking “unsubscribe” in emails

• Replying STOP to SMS

• Contacting us at info@utilityappliancecare.co.uk

We do not sell personal data to third parties.

6. Call Recording

Telephone calls may be recorded for training, quality assurance, dispute resolution, and compliance purposes.

• Call recording is disclosed at the start of calls where applicable

• Recordings are accessed only by authorised staff

• Recordings are retained only as long as necessary and then securely deleted

7. Payment Processing & Direct Debit

To process payments, including Bacs Direct Debit, we share necessary data with authorised payment service providers, including but not limited to:

• Stripe

• Accounting and payment platforms

These providers act as data processors and are contractually required to protect your personal data.

8. Third-Party Service Providers

We may share personal data with trusted third parties such as:

• Accounting software providers (e.g. invoicing & bookkeeping)

• CRM and customer management tools

• IT hosting and support providers

All third parties are required to process data in accordance with UK GDPR.

9. Overseas Processing

Some business operations, customer support, or administrative processing may be carried out from India.

Where personal data is accessed or processed outside the UK:

• We apply appropriate safeguards, including contractual protections

• Access is restricted to authorised personnel only

• Data is processed solely for legitimate business purposes

10. Data Retention

We retain personal data only for as long as necessary:

• Customer and service records: up to 6 years

• Payment and billing records: as required by law

• Call recordings: limited retention based on purpose

11. Your Data Protection Rights

Under UK GDPR, you have the right to:

• Access your personal data

• Request correction of inaccurate data

• Request deletion (where legally permitted)

• Restrict or object to processing

• Withdraw consent at any time

• Request data portability

Requests can be made via info@utilityappliancecare.co.uk.

12. Data Security

We use appropriate technical and organisational measures to protect personal data, including:

• Secure systems and encrypted connections

• Access controls and staff confidentiality obligations

13. Children’s Data

Our services are not intended for children under 16, and we do not knowingly collect personal data from children.

14. Complaints

If you have concerns about how your data is handled, please contact us first.

You also have the right to complain to the UK Information Commissioner’s Office (ICO).

15. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website.