We Are Repairs customer privacy notice

Registered name: Embrace Restoration Limited

We are the controller of your personal data. For more information on controllers and their responsibilities please see Key data protection terms you need to know.

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Email

[email protected]

What information we collect, use, and why

We’ve taken care to ensure our use of personal data is proportionate and respectful. We only collect the information we need, and we never sell data to third parties. Individuals always have control over their information and can ask us to update or delete their data at any time. We’ve considered the potential risks and privacy impacts, and we’re confident that our interests are balanced fairly with the rights and expectations of the people whose data we hold.
We collect or use the following information to provide services and goods, including delivery:

  • Names and contact details
  • Addresses
  • Payment details (including card or bank information for transfers and direct debits)
  • Website user information (including user journeys and cookie tracking)
  • Photographs or video recordings
  • Identification documents
  • Information relating to compliments or complaints

We collect or use the following information for service updates or marketing purposes:

  • Names and contact details
  • Addresses
  • Marketing preferences
  • Location data
  • Purchase or viewing history
  • Website and app user journey information
  • Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details
  • Address
  • Payment details
  • Account information
  • Purchase or service history
  • Witness statements and contact details
  • Customer or client accounts and records
  • Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • We collect and use personal information to support the day-to-day running of We Are Repairs, and to deliver the services that benefit both our repair businesses and the public using our directory. Our legitimate interests include:
    • Helping customers find trusted, local repairers based on the information shared by businesses on our platform (such as business name, service area, contact details and repair specialisms).
    • Promoting repair businesses through our website, social media, newsletters and other communications – giving businesses better visibility and connecting them with more customers.
    • Improving our services, using anonymised data and analytics to understand what’s working well and how users interact with our site, so we can continue to improve and serve both customers and repairers better.
    • Communicating important updates with our repair businesses and users – for example, service changes, new features, or opportunities that may benefit them.

We believe these uses have a clear benefit to both sides of our community: we’re helping customers make sustainable choices and helping small repair businesses grow.

We’ve taken care to ensure our use of personal data is proportionate and respectful. We only collect the information we need, and we never sell data to third parties. Individuals always have control over their information and can ask us to update or delete their data at any time. We’ve considered the potential risks and privacy impacts, and we’re confident that our interests are balanced fairly with the rights and expectations of the people whose data we hold.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • We collect and use personal information to keep our users and repair businesses informed about updates, opportunities, and news that are relevant and useful to them. Our legitimate interests include:
    • Keeping you informed about important changes to our platform or services, such as new features, improvements, or policy updates that affect how you use We Are Repairs.
    • Helping repair businesses make the most of their listing, by sharing advice, reminders, and opportunities to boost visibility or take part in campaigns and promotions.
    • Sharing news and marketing campaigns that support our shared mission – from public awareness efforts that bring more people to the site, to spotlighting repairers and inspiring more sustainable choices.
    • Growing a connected repair community, by highlighting stories, events, and updates that help repairers and conscious consumers feel part of something bigger.

We believe these communications offer real value to both our users and our repair businesses – especially those trying to grow, find more customers, or stay informed in a fast-moving world. We always aim to keep these messages relevant, respectful, and non-intrusive, and we never flood your inbox. People can unsubscribe at any time, and we honour those preferences promptly and fully. We’ve weighed the benefits against any potential risk and believe the impact is low, especially as the content is useful, expected, and easy to opt out of. Our goal is to build trust, not break it and we’ll never put our needs above your rights.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Where we get personal information from

  • Directly from you
  • Publicly available sources

How long we keep information

Data Type Retention Period Reason
User contact details 2 years from the last interaction Operational use, support, and legal purposes
Directory listing information Active while the listing is live Needed for service delivery
User sensitive data (e.g. passport details) Up to 30 days Needed for the service delivery of the Verification & ID check
Inactive listings Deleted after 12 months Service quality, data accuracy
Email marketing contact data Until the user unsubscribes plus 6 months Consent-based; allows audit trail
Support email threads or forms Two years Internal quality control & legal defence
Financial records 6 years Required under UK tax law
Backups (server/data) Up to 30 days Technical fault recovery only

Who we share information with

Data processors

Collective Solutions Group Limited

This data processor does the following activities for us: They host and manage our website

Others we share personal information with

  • Publicly on our website, social media or other marketing and information media

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint