Privacy Policy
We take your privacy very seriously. This policy explains how and why we collect, store, use and share your personal data, and your rights in relation to it.
We collect, use and are responsible for certain personal data about you. When we do so we are subject to the UK General Data Protection Regulation and we are responsible as controller of that personal data for the purposes of those laws.
If you are an engineer contractor, please refer to section 16.
1. Key Terms
It would be helpful to start by explaining some key terms used in this policy:
we, us, our | NAC (Domestic Appliances) Limited (trading as NAC). We are a company registered in England and Wales under company number 07531907. Our registered office address is at 4 Calder Close, Calder Park, Wakefield, West Yorkshire WF4 3BA. We are registered with the Information Commissioner’s Office under number ZB742561. |
Data Protection Manager | The person responsible for ensuring we look after your data |
Personal data | Any information relating to an identified or identifiable individual |
Special category personal data | Personal data revealing racial or ethnic origin, political opinions, religious beliefs, philosophical beliefs or trade union membership |
2. Personal data we collect about you
We may collect and use the following personal data about you:
your name, address and contact information, including email address and telephone/mobile number;
information to check and verify your identify;
your billing information, transaction and payment card or other payment method information and payment details;
details of any information, feedback or other matters you give us by phone, email, post, our online tools or via social media. Please note our calls our recorded for training and monitoring purposes. This includes calls, and correspondence you make to our contact centre, and calls between you and our third party engineers which are stored within our IT systems. Please see section 8 (How long your personal data will be kept) for more information about how and why we retain your personal data;
information about the services and parts we provide to you;
information about how you use our website;
your responses to surveys, competitions and promotions;
any other personal data that you choose to provide when contacting us; and
your name, contact details, data within your CV, employment history and application details which you provide to us when you apply for one of our roles, either through our website or a third party site such as LinkedIn.
This personal data is required to provide our services and appliance parts to you, to enable us to improve our services and tailor them to your and other users’ needs. If you do not provide personal data we ask for, it may delay or prevent us from providing our services and appliance parts to you.
When you apply for one of our roles and provide personal data to us, we process that data to review and respond to your application. We do not use this information for any other purpose. If you are successful, this will become part of your HR file. Otherwise, we retain your application data for a period of 6 months from the date of your application to demonstrate our commitment to ensuring applications have gone through a fair process, or for a longer period if you ask us to keep your information on file for future roles.
3. How your personal data is collected
We collect most of this personal data directly from you through our website (including our live chat) and by telephone, as well as by email. However, we may also collect information:
from a third party with your consent; and
from cookies on our website - for more information on our use of cookies, please see our Cookie Policy.
4. How and why we use your personal data
Under data protection law, we can only use your personal data if we have a proper reason for doing so, e.g.:
to comply with our legal and regulatory obligations;
for the performance of our contract with you or to take steps at your request before entering into a contract such as creating your account with us;
for our legitimate interests or those of a third party; or
where you have given consent.
A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests. We will carry out an assessment when relying on legitimate interests, to balance our interests against your own.
The table below explains what we use (process) your personal data for and our reasons for doing so:
What we use your personal data for | Our reasons |
|---|---|
To provide services to you and to supply spare parts | For the performance of our contract with you or to take steps at your request before entering into a contract |
To communicate with you about ongoing repairs and our services | For the performance of our contract with you or to take steps at your request before entering into a contract |
To prevent and detect fraud against you, us or the third parties we work with | For our legitimate interests or those of a third party, i.e. to minimise fraud that could be damaging for us and for you |
Conducting checks to identify our users and verify their identity | To comply with our legal and regulatory obligations |
Gathering and providing information required by or relating to audits, enquiries or investigations by regulatory bodies | To comply with our legal and regulatory obligations |
Aggregating data to determine trends and patterns | For our legitimate interests or those of a third party i.e. to assess and improve our service |
Ensuring business policies are adhered to e.g. policies covering security and internet use | For our legitimate interests or those of a third party i.e. to make sure we are following our own internal procedures so we can deliver the best service to you |
Operational reasons, such as improving efficiency, training and quality control | For our legitimate interests or those of a third party, i.e. to be as efficient as we can so we can deliver the best service for you |
Ensuring the confidentiality of commercially sensitive information | For our legitimate interests or those of a third party, i.e. to protect trade secrets and other commercially valuable information |
Statistical analysis to help us manage our business e.g. in relation to our user base, services or other efficiency measures | For our legitimate interests or those of a third party, i.e. to be as efficient as we can so we can deliver the best service for you |
Preventing unauthorised access and modifications to systems | For our legitimate interests or those of a third party i.e. to prevent and detect criminal activity that could be damaging for us and for you |
Updating and enhancing customer records | For the performance of our contract with you or to take steps at your request before entering into a contract |
Statutory returns | To comply with our legal and regulatory obligations |
Ensuring safe working practices, staff administration and assessments | To comply with our legal and regulatory obligations |
Marketing our services and those of selected third parties to: | For our legitimate interests or those of a third party i.e. to promote our business to existing and former users |
Credit reference checks via external credit reference agencies | For our legitimate interests or those of a third party, i.e. to ensure our customers are likely to be able to pay for our services |
External audits and quality checks | For our legitimate interests or a those of a third party i.e. to maintain our accreditations so we can demonstrate we operate at the highest standards |
The above table does not apply to special category personal data. Where we process special category personal data, we will also ensure we are permitted to do so under data protection laws, e.g.:
we have your explicit consent;
the processing is necessary to protect your (or someone else’s) vital interests where you are physically or legally incapable of giving consent; or
the processing is necessary to establish, exercise or defend legal claims.
Our use of Artificial Intelligence
Our live chat is powered by artificial intelligence to support you with your queries. Our live chat will process your name, telephone number, email address and postcode as well as any other personal data you choose to share within our live chat. We use OpenAI to help power this solution and will share your personal data with OpenAI. Note any data that you provide when you use our live chat will be ingested and stored by us and OpenAI to support broader learning, including developing and improving ours and their services, such as when we/they train and improve AI models. If you do not want your data to be shared and processed in this way, you can contact us using alternative methods such as telephone or email.
5. Marketing
We may use your personal data to send you updates (by email, telephone or post) about our services including, offers, promotions or new services.
We have a legitimate interest in processing your personal data for promotional purposes (see above How and why we use your personal data). This means we do not usually need your consent to send you marketing communications. However, where consent is needed, we will ask for this consent separately and clearly.
We will always treat your personal data with the utmost respect and never sell it to other organisations for marketing purposes.
You have the right to opt out of receiving marketing communications at any time by:
contacting us at [email protected]; or
using the ‘unsubscribe’ link in emails.
We may ask you to confirm or update your marketing preferences if you instruct us to provide further services in the future, or if there are changes in the law, regulation, or the structure of our business.
6. Who we share your personal data with
We routinely share personal data with:
third parties we use to help deliver our services to you, e.g. payment service providers and OpenAI which is integrated into our live chat feature;
other third parties we use to help us run our business, e.g. marketing agencies or website hosts;
third parties approved by you such as third party engineers we introduce you to for the purpose of conducting repairs;
credit reference agencies; and
our insurers, brokers, bank, accountants, solicitors and auditors.
We only allow our service providers to handle your personal data if we are satisfied, they take appropriate measures to protect your personal data. We also impose contractual obligations on service providers, where appropriate, to ensure they can only use your personal data to provide services to us and to you.
We may also need to:
share personal data with external auditors;
disclose and exchange information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations; and
share some personal data with other parties, such as potential buyers of some or all of our business or during a re-structuring. Usually, information will be anonymised but this may not always be possible. However, the recipient of the information will be bound by confidentiality obligations.
There may be occasions where we share your data with other third parties and in circumstances not set out above, if that happens, we will only share your data if it is necessary.
If you would like more information about who we share our data with and why, please contact us (see How to contact us below).
7. Where your personal data is held
Personal data may be held at our offices, third party agencies, service providers, representatives and agents as described above (see above Who we share your personal data with).
Some of these third parties may be based outside the UK. For more information, including on how we safeguard your personal data when this occurs, see below Transferring your personal data out of the UK.
8. How long your personal data will be kept
We will keep your personal data while we are providing services to you. Thereafter, we will keep your personal data for as long as is necessary to:
respond to any questions, complaints or claims made by you or on your behalf;
show that we treated you fairly; or
keep records required by law and to protect our legal interests.
We will not retain your personal data for longer than necessary for the purposes set out in this policy. Different retention periods apply for different types of personal data.
When it is no longer necessary to keep your personal data, we will delete or anonymise it.
9. Transferring your personal data out of the UK
To deliver services to you, it is sometimes necessary for us to share your personal data outside the UK, e.g. with our service providers located outside the UK.
Under data protection law, we can only transfer your personal data to a country or international organisation outside the UK where:
the UK government has decided the particular country or international organisation ensures an adequate level of protection of personal data (known as an ‘adequacy decision’);
there are appropriate safeguards in place, together with enforceable rights and effective legal remedies for data subjects; or
a specific exception applies under data protection law.
These are explained below.
Adequacy decision
We may transfer your personal data to certain countries, on the basis of an adequacy decision. These include:
all European Union countries, plus Iceland, Liechtenstein and Norway (collectively known as the ‘EEA’);
Gibraltar; and
Andorra, Argentina, Canada, Faroe Islands, Guernsey, Israel, Isle of Man, Japan, Jersey, New Zealand, Switzerland and Uruguay.
The list of countries that benefit from adequacy decisions will change from time to time. We will always seek to rely on an adequacy decision, where one exists.
Other countries we are likely to transfer personal data to do not have the benefit of an adequacy decision. This does not necessarily mean they provide poor protection for personal data, but we must look at alternative grounds for transferring the personal data, such as ensuring appropriate safeguards are in place or relying on an exception, as explained below.
Transfers with appropriate safeguards
Where there is no adequacy decision, we may transfer your personal data to another country if we are satisfied the transfer complies with data protection law, appropriate safeguards are in place, and enforceable rights and effective legal remedies are available for data subjects.
The safeguards will usually include using legally-approved standard data protection contract clauses.
To obtain a copy of the standard data protection contract clauses and further information about relevant safeguards, please contact us (see ‘How to contact us’ below).
Transfers under an exception
In the absence of an adequacy decision or appropriate safeguards, we may transfer personal data to a third country or international organisation where an exception applies under relevant data protection law, e.g.:
you have explicitly consented to the proposed transfer after having been informed of the possible risks;
the transfer is necessary for the performance of a contract between us or to take pre-contract measures at your request;
the transfer is necessary for a contract in your interests, between us and another person; or
the transfer is necessary to establish, exercise or defend legal claims.
We may also transfer information for the purpose of our compelling legitimate interests, so long as those interests are not overridden by your interests, rights and freedoms. Specific conditions apply to such transfers and we will provide relevant information if and when we seek to transfer your personal data on this ground.
Further information
If you would like further information about data transferred outside the UK, please contact us see (‘How to contact us’ below).
10. Your rights
You have the following rights, which you can exercise free of charge:
Access | The right to be provided with a copy of your personal data (the right of access) |
Rectification | The right to require us to correct any mistakes in your personal data |
Erasure (also known as the right to be forgotten) | The right to require us to delete your personal data (in certain situations) |
Restriction of processing | The right to require us to restrict processing of your personal data (in certain circumstances e.g. if you contest the accuracy of the data) |
Data portability | The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party (in certain situations) |
To object | The right to object: |
Not to be subject to automated individual decision making | The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you |
For further information on each of those rights, including the circumstances in which they apply, please contact us (see ‘How to contact us’ below) or see the Guidance from the UK Information Commissioner’s Office on individuals’ rights.
If you would like to exercise any of those rights, please:
email, call or write to us - see below: How to contact us; and
let us have enough information to identify you (e.g. your full name and address);
let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility bill); and
let us know what right you want to exercise and the information to which your request relates.
11. Keeping your personal data secure
We have appropriate security measures to prevent personal data from being accidentally lost, or used or accessed unlawfully. We limit access to your personal data to those who have a genuine business need to access it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.
12. How to complain
Please contact us if you have any query or concern about our use of your information (see below ‘How to contact us’). We hope we will be able to resolve any issues you may have.
You also have the right to lodge a complaint with the Information Commissioner. The Information Commissioner may be contacted at https://ico.org.uk/make-a-complaint or telephone: 0303 123 1113.
13. Changes to this privacy policy
This privacy notice was published on 27 November 2024.
We may change this privacy notice from time to time. When we do, we will let you know.
14. How to contact us
Please contact us by post or email if you have any questions about this privacy policy or the information we hold about you, to exercise a right under data protection law or to make a complaint.
Our contact details are shown below:
Our contact details | Data Protection Manager |
|---|---|
NAC (Domestic Appliances) Limited 4 Calder Close, Calder Park, Wakefield, West Yorkshire WF4 3BA. | Post: Data Protection Manager, NAC (Domestic Appliances) Limited 4 Calder Close, Calder Park, Wakefield, West Yorkshire WF4 3BA. |
15. Do you need extra help?
If you would like this notice in another format (for example audio, large print, braille) please contact us (see How to contact us above).
16. Engineer Contractors
If you are an engineer contractor and you are not employed by NAC this section applies to you:
We may collect and use the following personal data about you for the purpose of working with NAC and accepting jobs:
your name, home and trading address and contact information, including email address and telephone/mobile number;
your CV and/or application details where you apply for a job with us;
your IP address [and location/GPS details]; and
information to check and verify your identify and onboard you.
You also acknowledge that we may share your contact details and trading address with your customers as and when requested; and any correspondence you make to our contact centre and to our customers and are stored within our IT systems for training and monitoring purposes. Please see section 8 (How long your personal data will be kept) for more information about how and why we retain your personal data.