Who we are

Rapid Appliance Rescue is the data controller for personal information used to handle domestic appliance repair enquiries and services across Dorset and nearby Hampshire.

Information we may collect

• Contact details you give us, such as your name, telephone number, email address and service address.
• Repair details, including postcode, appliance type, make or model, fault description, photographs, access or parking information and preferred availability.
• Messages and call notes when you contact us by telephone, email, website or WhatsApp.
• Job, payment and accounting records when you use our services. We do not take an online deposit through this website.
• Basic technical information needed to operate and protect the website, such as IP address, browser information and security logs.

We normally receive this information directly from you. We may also receive it from someone acting for you, an engineer involved in your repair or a referral service that has told you it is passing the enquiry to us.

Why we use it and our lawful bases

Enquiries, quotes and repairs

We use the details needed to answer your enquiry, check service coverage, understand the fault, provide a quote or next step, arrange a visit and carry out the repair. Our lawful basis is contract, including steps you ask us to take before entering into a contract.

Business administration and legal records

We use job, communication and payment records to manage the service, accounts, tax, complaints, insurance and legal claims. Our lawful bases are legal obligation where the law requires records and legitimate interests in running and protecting the business, resolving disputes and keeping proportionate service records.

Website security and improvement

We use limited technical information to keep the website reliable and secure. Our lawful basis is legitimate interests in protecting the website and understanding faults. We balance this against visitors’ privacy and use only information reasonably needed for those purposes.

We do not use your repair enquiry for unrelated marketing unless you have made a separate, clear choice to receive it.

WhatsApp and other providers

The repair form prepares a WhatsApp message on your device. Nothing is sent until you choose to press Send in WhatsApp. If you use WhatsApp, Meta/WhatsApp processes the message under its own privacy terms.

We may share only the information needed with:

• engineers working on your repair;
• website hosting, communications, cloud-storage, bookkeeping and accounting providers supporting the business;
• parts suppliers, insurers or professional advisers where necessary; and
• public authorities where the law requires it.

We do not sell personal information. Some service providers may process information outside the UK. Where this happens, we rely on the provider’s lawful transfer arrangements, such as UK adequacy regulations or approved contractual safeguards.

How long we keep information

• Enquiries that do not become a job are normally kept for up to 24 months after the last contact.
• Job, customer-service, invoice and accounting records are normally kept for up to six years where needed for tax, warranty, insurance or legal purposes.
• Website security logs are kept only for as long as reasonably needed to investigate faults, abuse or security incidents.

We may keep information longer when a dispute, legal claim or statutory duty requires it, and we delete or anonymise it when it is no longer needed.

Cookies and similar technology

The website may use technology that is strictly necessary for hosting, security and core functions. At the date of this notice, our live check did not find an active Google Analytics tag. If we introduce non-essential analytics or marketing cookies, we will explain them and ask for permission before setting them. You can also manage cookies through your browser.

Your data protection rights

Depending on the circumstances, you may ask us for access to your information, correction, deletion, restriction, objection or a portable copy. Where processing relies on consent, you may withdraw that consent at any time. These rights are not absolute, and the lawful basis and legal record-keeping duties may affect which rights apply.

You have the right to object to processing based on legitimate interests. Contact us using the details above and explain what you want us to review.

We do not make decisions about repair customers solely by automated processing where the decision would have legal or similarly significant effects. A repair visit is confirmed by a person.

How to complain

Please contact us first so we can try to resolve the concern. You also have the right to complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint.

Changes to this notice

We will update this page when our services or use of personal information changes. The date at the top shows the latest revision.