Customer Privacy Notice
Last Updated 28th August 2025
This privacy notice tells you what to expect us to do with your personal information.
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
Names and contact details
Addresses
Health conditions
Records of meetings/appointments and decisions
Information relating to compliments or complaints
We also collect or use the following special category information to provide services and goods, including delivery.This information is subject to additional protection due to its sensitive nature:
Health information
We collect or use the following information to comply with legal requirements:
Name
Contact information
Any other personal information required to comply with legal obligations
We also collect or use the following special category information to comply with legal requirements. This information is subject to additional protection due to its sensitive nature:
Health information
We collect or use the following personal information for dealing with queries, complaints or claims:
Names and contact details
Address
Purchase or service history
Financial transaction information
Correspondence
We also collect the following special category information for dealing with queries, complaints or claims. This information is subject to additional protection due to its sensitive nature:
Health information
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
Consent - we have permission from you after we give you all the relevant information. All your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legal obligation – we must collect or use your information so we can comply with the law. All your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for legal requirements are:
Consent - we have permission from you after we give you all the relevant information. All your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legal obligation – we must collect or use your information so we can comply with the law. All your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
Consent - we have permission from you after we give you all the relevant information. All your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legal obligation – we must collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Where we get personal information from
Directly from you
Third parties: Motability Operations
How long we keep information
All personal information is only kept for 7 years as required by law, during the 8th year this information is deleted and paper sources shredded, unless already disposed of when stored electronically. All data is stored either in lockable filing cabinets at the registered premises or electronically on password protected platforms and programs, only accessible to staff.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details in the footer of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO at the following address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113