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Privacy Policy

Who We Are

Warmly is a trading name of HomeServe Finance Ltd. Authorised and Regulated by the Financial Conduct Authority under firm reference no. 994955. HomeServe Finance Limited is part of the HomeServe Limited group ("Warmly", "we", "our", "us")
We're committed to protecting and respecting your privacy. If you have any questions about your personal information, you can

  • email us at warmly@homeservefinance.com
  • write to us at Homeserve Finance Ltd, Kings Gate, 3310 Century Way, Thorpe Park, Colton, Leeds, LS15 8ZB

We're registered with the Information Commissioner's Office under number Z7601072.

What Data Do We Store

  • Data about you - these are things like your name, email, address or any additional details you provide to us when you use our website or apply for a Warmly plan
  • Data on your transactions and usage e.g. Warmly plans with us and any payments you make as part of those plans
  • Data related to credit information which we receive from credit reference agencies
  • Device data - e.g. IP address, operating system you use etc.
  • Cookie information. Read our Cookie Policy for more info on what cookies are and how we use them.

How Do We Use Your Data

We use the data we collect to:

  • Help us manage your account.
  • Track, analyse and improve the services we give you and other customers.
  • To exercise our legitimate interests. This when we use data for a reason which is in your and/or our interest, and which doesn't involve overriding your privacy rights.
  • Market products and services generally
  • Search your record at credit reference agencies when you sign up and check eligibility for a Warmly plan (this is a 'soft search' and shouldn't impact your credit score).
  • Check your credit history if you apply for a Warmly plan (this is a 'hard search', it might impact your credit score and chances of getting credit elsewhere).
  • Analyse data to estimate impacts of changes to your credit history
  • Meet our legal obligations.
  • Meet our KYC (Know Your Customers) and AML(Anti Money Laundering) obligations.
  • Make responsible lending decisions while offering you Warmly. In a majority of cases, we make our decisions automatically using technology. You can opt out or ask for a manual review by email.
  • Prevent fraud by sharing your personal information with fraud prevention agencies who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance, or employment. Further details of how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found at cifas.org.uk/fpn opens a new window.

Who Do We Share Your Data With

We may share your personal information with:

  • Anyone who works for us when they need it to do their job.
  • Any part of our group or organisation which supports any of our services you use, when they need it to offer those services. This includes:
    • Credit reference agencies (for information on how they use data please read the Credit Reference Agency Information Notice opens a new window).
    • Know Your Customer (KYC) and cyber security service providers.
    • Analytical Providers (e.g. Google analytics and Heap analytics)
    • Customer 'interface' providers (like the one we use for customer emails)
    • Cloud platform provider (Google Cloud Platform, Amazon Web services)
    • Companies that do advertising for us in accordance with your permissions.
    • Anyone who you give us explicit permission to share it with.
    • Fraud prevention agencies.

In order to process your application we will supply some of your personal information to TransUnion International UK Limited, which is a credit reference agency providing services such as credit risk and affordability checking, fraud prevention, anti-money laundering, identity verification and tracing.

TransUnion will use your personal information to provide services to us and its other clients. We use their services in order to assess your creditworthiness and product suitability, check your identity and prevent criminal activity such as fraud and money laundering. More information about TransUnion and the ways in which it uses and shares personal information can be found in its privacy notice at https://www.transunion.co.uk/legal-information/bureau-privacy-notice opens a new window.
We'll also share it to comply with the law; to enforce our Terms and Conditions or other agreements; or to protect the rights, property or safety of us, our customers or others.

How Long Do We Keep Your Data

We keep your data as long as you're using Warmly, and for 7 years after that to comply with the law. In some circumstances, like cases of anti-money laundering or fraud, we may keep data longer if we need to and/or the law says we have to.

Your Rights

You have a right to:

  • Access the personal data we hold about you, or to get a copy of it.
  • Make us correct inaccurate data.
  • Ask us to delete, 'block' or suppress your data, though for legal reasons we might not always be able to do it.
  • Object to us using your data for direct marketing and in certain circumstances 'legitimate interests', research and statistical reasons.
  • Withdraw any consent you've previously given us.

To do so, please contact us by emailing warmly@homeservefinance.com.

Where We Store Your Data

We might transfer and store the data we collect from you somewhere outside the European Economic Area ('EEA'). People who work for us or our suppliers outside the EEA might also process your data. We may share data with organisations and countries that:

  • The European Commission say have adequate data protection.
  • We've agreed standard data protection clauses with.

How To Make A Complaint

If you have a complaint, please contact us by emailing warmly@homeservefinance.com and we'll do our best to fix the problem.
You can also complain to the data protection regulator, the Information Commissioner's Office, whose address is: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Telephone: 0303 123 1113. You can find out how to report a concern on their website at: https://ico.org.uk/make-a-complaint/ opens a new window

Changes To This Policy

We regularly review and, where necessary, update this policy. If we make any significant changes such as using your personal information in a new way, we'll update the policy and let you know by email.