Privacy Policy

What we do with your information

At Domestic & General we want to reassure you that we use your information both responsibly and securely to provide you with the best possible service. Below we explain what we do with your information and your rights to your information. If you would like any further details you can get in touch with us using the contact details below or visit our website (www.domesticandgeneral.com).

Using your information

Domestic & General Services Limited (for service, maintenance and support plans) and/or Domestic & General Insurance PLC (for insurance policies) is the "data controller" of your information. Domestic & General Services Limited and/or Domestic & General Insurance PLC (as appropriate, henceforth “we”) process two sets of information about you, “Personal Information” (your name, address, contact and payment details and health data) and the “Goods Information” you provide to register your appliance or device (your name, address, contact and goods details). We’ll use your information: 

(i)    As necessary to enter into a contract with you (including the use of automated decision making in regards to fraud detection, prevention and risk scoring); 
As necessary to fulfil our contract with you (including to recover any amounts owing);
We may also process information concerning your health where you choose to provide it and we’ll use this information only as necessary to fulfil our contract with you. 

(ii)    Where you choose to enter into a contract with us, for our legitimate interests in: 

a.    registering your appliance or device,
b.    undertaking marketing (about our products and services and those of our third party partners) by post, telephone, email, online platforms and/or other electronic messaging services including social media;
c.    market research;
d.    customer surveys;
e.    printing services;
f.    checking and verifying your identity and contact details;
g.    recording your conversations for training, quality and compliance purposes;
h.    for analytics, modelling and profiling for marketing and pricing purposes; and
i.    detecting and preventing crime, including fraud.

(i)    Where required to do so by law. 

(ii)    With your consent to provide a quote for repair and / or protection of your goods.

We may also ask for your consent if you decide to enter into a contract with us for some uses of your information. To help us serve you in a way that’s sensitive to your individual needs, we may with your consent collect and use information about life circumstances that could need extra support, such as an urgent repair. The information might for example relate to a disability or health condition, or you might be caring for someone or going through a life event.  Providing this information is entirely optional, to help us offer you the best possible service and will not be used for any other purpose – this is in line with our regulatory obligations.

Sharing your information

From time to time your Personal Information and Goods Information may also be shared with other members of the Domestic & General Group of Companies (Domestic & General Insurance or Services and other future members of the Group whose details we will notify to you ("Group")), and with companies acting on our behalf or providing services to us (e.g. the companies we use to carry out repairs, IT & mailing services, storage of data and paper records, telecommunications, payment providers and to operate our loyalty and reward schemes). Where a third party is acting as a data controller, this will be fully explained in their privacy notice that they provide to you.

International transfers of your information

We may transfer your information to countries (including the US and South Africa) which may not have data protection laws which provide the same level of protection as provided in the UK. Where this occurs we use approved ‘Standard Contractual Clauses’ as an appropriate safeguard to ensure that such information is adequately secured and protected.

Keeping your information

We keep your Personal Information for 9 months from the date of supply.  If you choose to accept a quote and enter into a contract with us we will keep your Personal Information for six years after you terminate your plan so that we can deal with any claims. Your Goods Information we keep for a bit longer, normally 10 years (a reasonable expectation of average product ownership) for health and safety. We also keep your information to send you marketing that you might be interested in, unless we receive a request from you to opt-out of marketing.

Rights to your information

By writing to the Data Protection Officer using the contact details provided below, you have the right to ask us:

  • for a copy of the personal information we hold about you
  • for a copy of the personal information you provided to us to be sent to you or a third party in a commonly used, machine readable format
  • to update or correct your personal information to keep it accurate
  • to delete your personal information from our records if it is no longer needed for the original purpose; and
  • to restrict the processing of your personal information in certain circumstances

And you may also:

  • object to us processing your personal information – in which case we will either agree to stop processing or explain why we’re unable to;
  • contact us to in relation to a decision based solely on automated processing (including profiling) necessary for entering into a contract with us, to express your point of view and to contest the decision; and
  • where we rely on your consent, withdraw that consent at any time.

Please note that the above rights are not absolute and certain exemptions apply to them.

You can also make a complaint to the Information Commissioner (www.ico.org.uk) if you feel your personal information has been mishandled.

Marketing

Should you choose to accept a quote and enter into a contract with us we, along with other members of our Group may use your information to tell you about any offers, products or services which may be of interest to you. We may contact you by post, telephone, email and/or other electronic messaging services. To change your marketing preference let us know by emailing marketingpreferences@domesticandgeneral.com or by writing to us using the contact details provided below.

Please note that it can take a little while for all marketing to stop once you either change your preferences or tell us you’d like to opt out of marketing. This is because some marketing may have been identified as relevant to your interests and may already be in transit, it cannot therefore be immediately stopped.

Contact details

If you need to contact us about your information or your information rights, or to see a copy of our Standard Contractual Clauses, please write to: Freepost Plus RTKS-CLRA-GRYE, Data Protection Officer, Domestic & General, Leicester House, 17 Leicester Street, Bedworth CV12 8JP or dataprotection@domesticandgeneral.com and we’ll be happy to help you.

Appliance Care policies are underwritten by Domestic & General Insurance PLC. Registered Office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS, United Kingdom. Registered in England and Wales, Company No. 485850.

Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial register number 202111