Privacy Policy

HomeServe Finance Ltd is authorised and regulated by the Financial Conduct Authority under firm reference no. 994955. HomeServe Finance Limited is part of the HomeServe Limited group (“we”, “our”, “us”).

We’re committed to protecting and respecting your privacy. If you have any questions about your personal information, you can email us at uksupport@homeservefinance.com

Or write to us at HomeServe Finance Ltd, 4 Connections House, Station Road, Biggleswade SG18 8AL.

We’re registered with the Information Commissioner’s Office under number Z7601072.

• Data about you – these are things like your title, name, email, address.
• Account details – the finance product you hold with us; account number, loan amount, term, balance outstanding and payments or any additional details you provide to us when you use our customer portal.
• Statements and documents – Annual Statements, Consumer Credit Agreement, Pre-Contract Credit Information, Key Facts Information.
• Device data – e.g. IP address, operating system, device type, browser type and version you use etc.
• Cookie information. Read our Cookie Policy for more info on what cookies are and how we use them.

We use the data we collect to:

• Track, analyse and improve the services we give you and other customers.
• To exercise our legitimate interests. This is when we use data for a reason which is in your and/or our interest, and which doesn’t involve overriding your privacy rights and meet our legal obligations, such as servicing the credit agreement you have with us, any regulatory requirements, fraud prevention and portal functionality.

We may share your personal information with:

• Anyone who works for us when they need it to do their job.
• Any part of our group or organisation which supports any of our services you use, when they need it to offer those services. This includes:
  • Analytical Providers including Sentry.io and PostHog.
  • Data and service providers including Fetchify, GoCardless.
  • Cloud platform providers including Amazon Web Services.
• Anyone who you give us explicit permission to share it with.

We’ll also share it to comply with the law; to enforce our Terms and Conditions or other agreements; or to protect the rights, property or safety of us, our customers or others.

We keep your data as long as you’re using a HomeServe Finance product, and for 6 years after that to comply with the law.

You have a right to:

• Access the personal data we hold about you, or to get a copy of it.
• Make us correct inaccurate data.
• Ask us to delete, ‘block’ or suppress your data, though for legal reasons we might not always be able to do it in cases whereby we need to retain application or account information from a financial regulation perspective.
• Object to us using your data for direct marketing and in certain circumstances ‘legitimate interests’, research and statistical reasons.
• Withdraw any consent you’ve previously given us.

To do so, please email us at uksupport@homeservefinance.com

We maintain a record retention policy and schedule to make sure we keep a copy of your personal details for no longer than is necessary. We will process your data while you hold a product with us in order to be able to service it, in line with the purposes explained in this notice. We may also retain your data after your relationship has ended with us, in order to keep accurate records for tax, regulatory purposes and to handle any future complaints.

Some of the data that we collect may be transferred to and stored at a destination outside the UK or the European Economic Area, for example some of our IT systems are run on servers hosted in the USA. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws.

If you have a complaint, please contact us by emailing complaints@homeservefinance.com and we’ll do our best to fix the problem.

You can also complain to the data protection regulator, the Information Commissioner’s Office, whose address is: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113. You can find out how to report a concern on their website at: https://ico.org.uk/make-a-complaint/

We regularly review and, where necessary, update this policy.

If we make any significant changes such as using your personal information in a new way, we’ll update the policy and let you know by email.