Privacy Statement
Introduction and Contact Information
This statement outlines how we collect, use, and protect your personal information. It explains the types of data we hold, how it is obtained, and whether it is shared with other organisations.
Depending on which services you use FMG Support Group Limited will be the organisation which has control of your data (the data controller). If you want to ask us for information about your data or this privacy policy, please contact the Information Security Officer at FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Bradley, Huddersfield HD2 1GZ or by or by email atdataprivacy@fmg.co.uk and we will respond to you directly.
We’ve designed this notice to be clear and easy to understand, providing a summary of how we collect and use your personal information. For more detailed information, please refer to our website’s Terms of Use, any correspondence we send you, or relevant service portals. If you still have questions, feel free to contact us.
This privacy notice applies to:
- Visitors to our websites and use of cookies
- Information we obtain about you
- How we use your information
- Sharing your information
- Where we store your personal information
- International data transfers
- Your rights of access to information
- Other rights you might have
- Complaints
- Changes to this policy statement
Visitors to Our Websites and Use of Cookies
When you visit our website, we use Google Analytics—a third-party service—to collect standard internet log data and visitor behaviour patterns. This helps us understand how users interact with different parts of the site. We also use cookies to enhance your browsing experience and improve our website. You can learn more about our use of cookies and Google Analytics in our full policy. HERE.
Information About You
Most of the personal information we hold is provided directly by you—typically when you contact us. This may include your name, address, email, phone number, financial details, and, where relevant, information about incidents you’ve been involved in, including injuries and other parties.
We may also receive information from third parties such as your leasing provider, insurer, broker, or vehicle dealer. These organisations are independent data controllers, and we recommend reviewing their privacy notices for details on how they handle your data. Additionally, we may receive information from trusted partners, including subcontractors and service providers. We routinely check your details against the Government’s financial sanctions list.
We securely retain your personal information for a minimum of seven years following the conclusion of our services, or longer if required by our retention policy. Telephone calls may be recorded for quality assurance and training purposes and are retained for seven years from the date of the call.
In certain situations, we may need to collect and process specific types of personal data—such as health information—to provide enhanced support to customers who require additional assistance.
How We Use Your Information
Our Services and Products
We use your information to respond to enquiries, deliver our products and services, and inform you of any changes. Some services may be provided by third parties—details of which are outlined in the section on sharing your information.
We may also request feedback on your experience to help us evaluate and improve our services.
Marketing
We may contact you with information about products and services you currently use, have used, or have enquired about, as well as related offerings.
With your consent, we may also share your information with selected third parties so they can offer products or services that may be of interest to you.
If you are not an existing customer, we will only contact you if you have given us permission to do so.
Sharing Your Information
We may share your personal information with other organisations where we have a legitimate interest in doing so, and we aim to be transparent about when and why this happens. To deliver our services, we work with a range of suppliers who may also process your data. These suppliers have their own responsibilities to inform you about how they handle your personal information.
We may share your data with companies within our corporate group, including our parent company and its subsidiaries, where necessary to provide services to you.
As some of our products and services are delivered by approved third parties, we may share your information with them. These may include service providers such as repairers, recovery and storage networks, replacement vehicle providers, insurers, brokers, underwriters, telematics installers, vehicle suppliers, and IT infrastructure partners.
We also share information with business partners who may have introduced you to us, and with organisations that process data on our behalf. Where we share data with other data controllers, it is either to fulfil our obligations to you or for legitimate purposes such as service performance reporting or complaint resolution.
Other Occasions When We May Share Your Personal Information
If our business, or any company within our group that holds your personal information, is sold or transferred—whether through a share sale or the sale of business assets—your personal data may be transferred to the new owner as part of that transaction.
We may also share your information when required to comply with legal obligations, enforce our website terms of use or other agreements, or protect the rights, property, or safety of our business, customers, or others. Additionally, we may exchange information with other organisations for the purposes of fraud prevention, crime detection, and risk management, including credit risk.
Where We Store Your Personal Information
All personal information you provide is stored securely on our servers. If you are given—or choose—a password to access certain parts of our systems, it is your responsibility to keep it confidential. We strongly advise that you do not share your password with anyone.
International Data Transfers
We generally do not process personal information outside the European Economic Area (EEA). However, in some cases—such as our use of Google Analytics—limited personal data may be transferred to countries like the United States. When this occurs, we ensure that all transfers comply with applicable data protection laws and regulations.
For example, when conducting customer surveys to improve our services, we may use a supplier that hosts data in the U.S. This supplier adheres to recognised data protection frameworks, such as the EU-U.S. Privacy Shield or its successor mechanisms, to ensure your information remains protected.
Access to Information
You can request access to the personal information we hold about you by submitting a written request using the contact details provided above.
Subject to applicable laws and regulations, we will confirm whether your data is being processed, provide access to it, and share any relevant supplementary information in response to your request.
Your Other Rights
In addition to accessing your personal information, as outlined above, you have several rights under data protection laws. These include the right to:
- Request correction of inaccurate data
- Request deletion of your data
- Restrict how your data is used
- Receive your data in a commonly used, machine-readable format, or have it sent to a third party
- Object to how your data is being processed
- Not be subject to decisions made solely through automated processing
Please note that these rights are not absolute and may depend on how your data was collected or the legal basis for its use. More information about how and when you can exercise these rights is available from the relevant regulatory authorities or by contactingInformation Commissioner’s Office.
You can ask us to stop using your information for marketing at any time by following this link .
Additionally if you have provided your consent to process information about you for any other purpose (excluding providing services) you can withdraw your consent where feasible, by contacting us at dataprivacy@fmg.co.uk.
Complaints
We are committed to protecting and respecting your personal information in accordance with all relevant laws and regulations. We take any concerns or complaints about data privacy very seriously. If you have any concerns, please contact us using the details provided above or reach out to dataprivacy@fmg.co.uk. We encourage you to contact us directly if you are unhappy, but if you are not satisfied with our response or if you prefer not to raise the issue with us you may at any time complain to the Information Commissioner’s Office; for more information on this see the ICO’s report a concern links, their contact links or at one of its regional offices:
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Scotland
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Wales
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Northern Ireland
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ICO Scotland 6th Floor,
Quartermile One
15 Lauriston Place
Edinburgh
EH3 9EP
Tel: 0303 123 1115
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Information Commissioner's Office
2nd floor
Churchill House
Churchill way
Cardiff
CF10 2HH
Tel:0330 414 6421
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Information Commissioner’s Office – Northern Ireland
10th Floor, Causeway Tower
14 Cromac Place
9 James Street South
Belfast
BT2 8DN
Tel: 0303 123 1114
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Links to other sites
This privacy notice does not cover the links within this site linking to other websites. These websites have their own privacy statements and we encourage you to read the privacy statements on the other websites you visit.