Fixed Price Appliance Repairs

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Privacy Policy
Why CHCL Care collect your information

When CHCL Care collects and processes Personal Data it is conducted under the legal basis of performance of a contract to provide goods or services to you that you purchase.

What information CHCL Care collects & how it is used

Personal Information - When you book a service with CHCL Care, your name, home address, e-mail address, contact telephone number, appliance details, credit or debit card number, expiry date & security code are collected in order to process your fixed price service, authorise your credit or debit card payment, keep you informed of the service status and to fulfil the service of your appliance.

CHCL Care may also use this information to carry out security checks which may involve sharing your personal information with credit reference agencies to help prevent fraudulent activity.

CHCL Care may also use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the site or to our services on the basis of legitimate interest.

CHCL Care may also use your email address where you have consented, to send you special offers and other promotions that you may be interested in.

Your name, address and appliance details are also shared with authorised service engineers who will be assigned the job booking and who will in most cases be local to you.

In some situations goods required as part of the service may be sent directly to your home rather than provided to the engineer, they may be large or expensive items which CHCL Care believe are better sent directly to you, in these situations we will also share your name and address to our couriers or to Royal Mail in order for them to deliver these items to you.

Tracking & Performance Data - To improve the design, to tailor content and in order to understand the buying behaviour of users, CHCL Care use cookies which are small text files containing tracking information which are stored on your computer's hard drive. If you set your browser to reject cookies you may be limiting your use of some areas of the website.

CHCL Care cookies hold the following information:

  • A unique identification number in order to keep track of your service
  • A unique reference number to help identify your service as a whole
  • Computer IP address
  • Web Browser & version
  • Page views & visit information

To find out how to block the use of cookies, please refer to the CHCL Care Cookie Policy. Please be aware however that blocking the use of cookies may prevent certain functions of our website from working.

Other Information Pertaining to you - CHCL Care may collect other information from you such as any email messages you send to us, transcripts of any live chats you take part in and CHCL Care may also record any telephone conversations we may have for training, legal obligations, warranty and improvement purposes.

Your consumer rights

As a customer of CHCL Care you have several rights in relation to the processing of your personal information, these are:

Right to Access - You may contact CHCL Care at any time to ask what information is held about you free of charge. CHCL Care are obliged to provide this to you without undue delay up to a maximum of 30 days. Depending on the initial request CHCL Care will issue a Subject Access Request (SAR) form in order to better and more quickly identify you and your records. Should CHCL Care require more than 30 days to process your request you will be notified within the 30 day period.

Right to accuracy - CHCL Care takes all necessary steps to ensure information collected is accurate, however should you believe or discover the information held about you is inaccurate you can contact us using the details in the Contact Us section below and ask us to correct it.

Right to object - If you are not satisfied in any way with how CHCL Care is processing your information you may communicate using the details/methods provided in the Contact Us section and explain why you object. You may ask CHCL Care to restrict or completely stop processing your information. Dependent on the legal basis upon which we are processing it, if CHCL Care should not agree to this we will let you know together with the reason why. If you are still not satisfied with our response you may then further appeal this decision by escalating the matter to the ICO whose details are also listed in the Contact Us section.

Right to erasure - You may ask CHCL Care to remove all information that relates to you using the details listed in the Contact Us section. Dependent on the legal basis upon which your personal data is being processing should we not agree to this CHCL Care will let you know together with the reason why. If you are still not satisfied with the response you may then further appeal this decision by escalating the matter to the ICO whose details are also listed in the Contact Us section.

Right to Portability - You can ask CHCL Care to provide any information held about you to another organisation in a universally compatible format. Again you may make this request using the details shown in the Contact Us section.

Contacting us

You can exercise any of the rights listed above, this is known as a Data Subject Request (DSR) and should be made in writing. This should be printed, completed, signed & returned to CHCL Care together with 2 forms of ID, one of which must include an address. ID is a requirement for a Subject Access Request, Correction, Deletion & Transfer request in order to satisfy us you are who you say you are and have authorisation to make the request on someone else's behalf in order to protect the privacy of your data.

Proofs of identity can include:

  • Full name and address
  • CHCL Care Job Number
  • Birth Certificate
  • Passport
  • Driver's License
  • Credit or debit card statement
  • Utility bill
  • Child benefit book
  • Pension book

Return this information to us by post:

Data Protection Office - CHCL Care - Office 302, Breckland Business Centre, St. Withburga Lane, Dereham, Norfolk, England, NR19 1FD

Alternatively you can email us using:

We recommend that postal communications are sent by Recorded Delivery, but this is not compulsory.

We will process your request and respond to you no later than 30 days after receipt of your communication.

Should you not be satisfied with CHCL Care's decision you may of course escalate the matter to

The Information Commissioners Office (ICO)

Wycliffe House

Water Lane




Tel: 0303 123 1113

Changes to our Privacy Policy

CHCL Care may make changes every now and then to its Privacy Policy and Terms & Conditions, it is your responsibility to familiarise yourself with the latest versions prior to using our website and our services.

We are a secure site

CHCL Care uses various organisational and technical measures to protect your personal information.

Organisational Measures

CHCL Care have company policies and handling procedures in place which employees and business partners with whom we may share your information must follow. Regular training is also undertaken to ensure policy and procedures and all applicable regulations and laws are followed.

Access Control & Authentication

CHCL Care use access control systems to ensure only authorised employees and business partners have access to your information that is limited to what is needed for carrying out their job. Each individual with access has to provide access credentials in order to gain access to the systems which are monitored.

Just as CHCL Care employees and business partners can gain access to your personal information, the CHCL Care site may also provide you with account facilities where you can customise and improve your user experience and manage any customisable settings as well as view your own account information.

In order to provide this service CHCL Care invite you in the first instance to create a username and password. CHCL Care would ask that you maintain the confidentiality of these credentials just as we do ours to help prevent unauthorised access.

CHCL Care offer the following tips to keep your log in details secure:

Make your password strong - the longer and more complicated it is the harder it is for others to guess or crack, we suggest using a passphrase (a random selection of words you can easily remember) or why not use a password manager (there are many freely available on line that can create one for you and remember it so that you don't have to

Don't share passwords with anyone - even someone you know, passwords can be easily compromised especially if they are known to others

Don't reuse passwords across multiple on line accounts - once a password is compromised a crook can try these credentials on other websites that you may use and gain unauthorised access allowing them learn more about you which can then be used for fraud or identity theft


CHCL Care use data encryption to ensure safe and secure transactions. CHCL Care site is secured using industry standard Secure Sockets Layer (SSL) or Transport Layer Security (TLS) technology which creates an encrypted link between the web server and your browser ensuring that all data passed between us remains private and secure.

In order to be able to generate this encrypted link, a web server requires an SSL/TLS Certificate.

SSL/TLS certificates confirm two essential factors:

  • That you have a secure SSL/TLS (encrypted) link with our website
  • That the website owner is a valid and legitimate organisation
Payment Card Data

In addition to CHCL Care using your payment details to process your order, the organisation that processes the payment together with your card issuer may do additional fraud checks to verify the card and the transaction is legitimate.

Visa & MasterCard in particular may interrupt the order process after you enter your payment details and will prompt you for an additional security password where you are using one of these cards and are enrolled in either the "MasterCard SecureCode" or "Verified by Visa" schemes. Where you are not enrolled you will be asked to enrol. Once this process is completed you will be returned to our website to complete the transaction.

MasterCard® SecureCode™ Explained

MasterCard® SecureCode™ is a simple and secure method of payment at online stores, for which you will have a private code known only to you and to your bank. Your SecureCode™ enhances your existing MasterCard® account by safeguarding against unauthorised use of your card when shopping at participating online retailers. Every time you make a payment with these retailers, you will be automatically prompted to enter your own private SecureCode™ - just like entering a PIN at a cash machine. In seconds, you gain added protection while shopping online.

Verified by Visa Explained

Verified by Visa is a simple password-protected identity-checking service that takes the risk out of online shopping for both retailers and customers. Retailers are protected against fraudulent transactions and the costs associated with it, while customers can spend with confidence knowing that their payment details are safe.

Data Storage & Retention

In order to minimise the risk of exposure to your information CHCL Care only keep your information for as long as needed in accordance with our policies, industry best practice and to comply with the law. CHCL Care current internal retention policy is set to a maximum of 7 years this allows us to comply with financial regulations and provides ample time for customers to make enquiries about previous orders and to deal with queries regarding any guarantee and warranty period on products or services sold to you.

Personal information collected via this website is stored on servers located within the EU and therefore is subject to both UK and EU privacy and data protection regulations; CHCL Care will not store your information on systems outside of the EU without permission from you unless international data sharing treaties or specialist contracts are in place.

Information Sharing

CHCL Care will not disclose your personal information to anyone other than businesses within the CHCL Care group and to reputable third party contractors engaged by CHCL Care to perform a variety of functions such as delivering and processing your orders, assisting with promotions, fraud management, handling complaints or providing technical services such as Live Chat and hosting.

CHCL Care require all such third parties to sign a data sharing agreement which means they agree to treat your personal information as fully confidential and to fully comply with all applicable UK and International data protection laws and consumer legislation from time to time in place. Additionally CHCL Care will never sell or pass your personal information to anyone without informing you and gaining your consent.


CHCL Care provide links to other resources & websites such as review sites, social media pages and blogs hosted on other platforms amongst others. By visiting these sites you recognise that these other websites to which CHCL Care link to will be governed by their own terms and conditions & privacy policies. We accept no responsibility or liability for the content and data protection policies of websites which are not within CHCL Care control.

This privacy policy may not be applicable in all countries where CHCL Care visitors or registered community users reside, security policies may vary according to the individual Internet laws in each host country.