Privacy Policy

1. Who we are

Motor Response UK is a trading name operated by Rapid Response Mobile Mechanic Ltd, Company No. 17024150.

For the purposes of UK data protection law, Rapid Response Mobile Mechanic Ltd is the data controller for personal information processed through this website and in connection with our services.

Website: motorresponse.co.uk
Email: help@motorresponse.co.uk
Telephone: 01206 645 195

2. Information we collect

Depending on how you use our services, we may collect:

• your name, email address, telephone number and postal or service address;
• vehicle registration, make, model, year, fuel type, colour, engine size and other vehicle details;
• fault descriptions, diagnostic information, repair requests, appointment preferences and technician notes;
• booking references, service history with us, invoices, payment status and transaction references;
• communications between you and Motor Response UK, including emails, website enquiries and complaint correspondence;
• technical website data such as IP address, browser/device information, security logs and cookie or analytics information where applicable;
• information supplied by third-party or public data sources where needed to provide the service, such as vehicle information returned from the DVSA MOT History API.

We do not ask the DVSA vehicle lookup to provide keeper names or ownership details. The lookup is used to improve the accuracy of the vehicle information entered into a booking request.

3. How we use personal information

We use personal information to:

• respond to enquiries and prepare quotations;
• process booking requests and arrange mobile mechanic attendance;
• identify vehicles and prepare for diagnostics, servicing, repairs or roadside assistance;
• communicate appointment information, arrival updates and service information;
• take and reconcile payments and maintain accounting records;
• provide warranties, aftercare, complaint handling and dispute resolution;
• protect our business and customers against fraud, misuse, chargebacks and security incidents;
• operate, maintain and improve our website and booking system;
• comply with legal, regulatory, tax, accounting and insurance requirements.

Our lawful bases

5. Vehicle registration and DVSA data

When a vehicle registration is entered into our booking form, we may send that registration to the DVSA MOT History API to retrieve vehicle details such as make, model, year, fuel type, colour, engine size and MOT information.

This information is used to reduce data-entry errors, help identify the correct vehicle and assist us in preparing an appropriate quote or service response. Vehicle information returned by the lookup remains editable before a booking request is submitted.

6. Payments

Payments may be processed using third-party payment providers or payment links, including providers such as Stripe, Dojo, Countingup or another provider identified at the point of payment.

Where payment is completed on a provider-hosted payment page, card details are submitted directly to that payment provider. Motor Response UK may receive transaction information such as payment status, amount, date and payment reference, but we do not need to receive or store your full card number.

Payment providers process information under their own privacy notices and security arrangements.

7. Who we may share information with

Where necessary, personal information may be shared with:

• Motor Response UK staff, technicians and authorised contractors who need the information to provide your service;
• website hosting, security, email, communications and IT service providers;
• Google where Google services such as Calendar, authentication or analytics are used;
• DVSA for vehicle lookup requests;
• payment processors and banking providers;
• parts suppliers, recovery providers, warranty providers, insurers or other service partners where relevant to your job;
• professional advisers, debt recovery providers, courts or dispute-resolution bodies where reasonably necessary;
• regulators, law-enforcement bodies or public authorities where disclosure is required or permitted by law.

We do not sell customer personal information.

8. International data transfers

Some technology providers may process information outside the United Kingdom. Where an international transfer is subject to UK data protection restrictions, we expect the relevant provider or transfer to use an appropriate legal safeguard, such as UK adequacy regulations, an approved transfer agreement or other recognised protection.

9. How long we keep information

We retain information only for as long as reasonably necessary for the purpose for which it was collected and for legitimate legal, accounting, warranty, insurance, complaint and dispute-resolution requirements.

As a general guide:

• unsuccessful or unconverted enquiries may be removed when they are no longer operationally useful;
• customer, invoice and service records may be retained for several years where needed for accounting, contractual, warranty or legal-claim purposes;
• security logs and technical records are retained for periods appropriate to security and troubleshooting;
• Google free/busy responses are intended to be short-lived and are not kept as a permanent calendar archive.

We may retain information for longer where there is an active complaint, dispute, chargeback, legal claim or other lawful reason to preserve the record.

10. Cookies, analytics and website technologies

Our website may use cookies and similar technologies that are necessary for website operation, security and form functionality. We may also use analytics or advertising technologies, including Google services, where enabled.

Where UK law requires consent for a non-essential cookie or similar technology, it should only be used after the relevant consent has been obtained. You can also control cookies through your browser settings.

11. Security

We use reasonable technical and organisational measures designed to protect personal information from unauthorised access, loss, misuse, alteration or disclosure. These measures may include access controls, secure HTTPS connections, server-side API credentials, security monitoring and limiting access to information to people who need it.

No internet or electronic-storage system can be guaranteed to be completely secure, but we take proportionate steps to protect the information we process.

12. Your data protection rights

Depending on the circumstances and the lawful basis we rely on, you may have rights to:

• request access to personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask for personal information to be erased in certain circumstances;
• ask us to restrict processing in certain circumstances;
• object to certain processing based on legitimate interests or to direct marketing;
• receive certain information in a portable format where the right to data portability applies;
• withdraw consent where processing is based on consent.

To exercise a privacy right, contact help@motorresponse.co.uk. We may need to verify your identity before disclosing or changing personal information.

13. Automated processing

Our website uses automation to assist with functions such as vehicle lookup and calendar availability. These automated functions support the booking process but do not by themselves make decisions that produce legal or similarly significant effects on customers. Booking requests remain subject to review and confirmation by Motor Response UK.

14. Complaints

If you have a concern about how we use your personal information, please contact us first at help@motorresponse.co.uk so we can investigate.

You also have the right to complain to the UK supervisory authority, the Information Commissioner’s Office (ICO). Information about making a data-protection complaint is available at ico.org.uk/make-a-complaint.

15. Changes to this Privacy Policy

We may update this Privacy Policy where our services, technology, legal obligations or data-processing practices change. The current version will be published on this page with its effective date.