Checkatrade Privacy Notice
If you provide feedback or review a trade
When you contact a Checkatrade member you will be asked to provide feedback on your experience or to review the trade. Collecting feedback helps us to monitor the service you receive from our members and to improve our service to consumers. Collecting reviews also helps us monitor if our trades continue to meet our high membership standards and provides information for other people who are looking for a trade in a given area. When a member contacts you to request feedback through email or text message via the Checkatrade platform, the instigating trade company remains the data controller of the information in that instance and Checkatrade acts as the processor. In all other instances where you provide information directly to Checkatrade, we are the data controller.
In order to make sure the reviews we receive are fair and genuine, we will ask you for the following personal information: name, postcode (or full address if using a paper form), email address, telephone number, signature (paper forms only) and specific information regarding the work performed. To protect against fraud we will use this information to send a confirmation service message or to call you after you leave a review. Reviews are published on our website and in our directories. We only display your postcode district or town name alongside your review and you can request to have your review removed at any time. We use analytical word recognition software to ensure the reviews submitted to us do not include prohibited language. We reserve the right to provide a copy of any reviews to the relevant member if they request it.
If you make a claim under our Guaranteed Scheme
When you make a claim under our Guaranteed Scheme after using one or our members, we will ask you for the following personal information: name, full address, proof of address, email address, telephone number, reviews, details regarding the work performed, copies of correspondence or recordings of contact with the trade, photographs of the work performed, evidence of payments or other information to establish the claim. To investigate the claim we will use our phone logs and website data to ensure that the job originated through a contact with the trade via Checkatrade. For a more detailed investigation we may be required to commission a report from a surveyor and your personal information will be provided to arrange the inspection visit.
Trades listed on our website are provided with a secure telephone number and email address through our Secure Contacts service.
When you make an enquiry using the provided telephone number or email address, Checkatrade will make the connection and retain certain information relating to this contact. This information includes saving the telephone number or email address that you used to contact the trade and the duration of the call. We do not record any audio or the content of emails sent. We retain this information for six years. You may also receive a text message from us asking you to provide feedback on your experience with Checkatrade and with the trade. Our legal basis for this feedback activity is our legitimate interest to maintain the integrity of our business as a trusted service provider and to protect the public from fraudulent or spam activity. We also use the information for market research purposes. If you would like to request the deletion of your data please complete this form or send an email to: [email protected]
If you have submitted a review or a complaint about a trade, we will retain your personal information in line with our retention schedule. Some of the personal data linked to the review will be deleted at the end of the six year retention period but the review or complaint and your name will be retained to maintain the integrity of our membership requirements and to protect the public. If you make a claim under our Guaranteed scheme, your financial information will be collected and retained for a period of six years for the purpose of meeting our legal obligations.
If you send a request via our website asking a trade to contact you, we will retain some of the personal data provided. We might request feedback after your visit to improve our service and that of the trades you contacted. If you would like to request the deletion of your data please complete this form or send an email to: [email protected].
Some of the data that we collect may be transferred to or stored at a destination outside the United Kingdom. Transfers are done in compliance with applicable safeguarding mechanisms such as Standard Contractual Clauses and International Data Transfer Agreements.
We will pass your information to a limited number of third parties. This sharing will be to meet our legal or contractual obligations, or for our legitimate business interests.
The data sharing will be done for the following reasons:
- To contact trades on your behalf following your request for a quote or a specific service. We will provide the trades with the information you provided to us when you requested the service through our website or by contacting us over the phone or through social media channels. This will include the contact information you provided and the specifications of the work you require which will be used by the trade to contact you.
- If you requested us to contact one of our franchise members this will be done with your consent based on the information you provided. The trade member will use this information to contact you.
- For legal or regulatory purposes including fraud prevention to safeguard the public against illegal and fraudulent activities.
- If we buy or sell any business or company assets.
- If you have made a claim under our Guaranteed scheme we may provide your information to a surveyor to conduct a detailed inspection of the work performed.
- For analytical purposes with other HomeServe companies.
- If you decide to use our Alternative Dispute Resolution (ADR) scheme
We also share personal information in order to create lookalikes on Facebook and Google. This information is matched on a pseudonymised basis. Facebook does not receive any new information from us about you except as necessary to fulfil our instructions, if you are not an existing Facebook customer then Facebook will not see any of your personal data.
You can opt out of your data being used in this way by contacting [email protected]
If you have given your consent, we will use your details to tell you about other products and services that we think may be of interest to you through our newsletter and offers. We will not share your details with third parties outside of the HomeServe group for marketing purposes.
You can unsubscribe or change your preferences at the bottom of each email you receive from us. You can also opt-out of all text messages at any time. You can change your mind at any time by completing this form or send an email to: [email protected]
If you would like to see the personal information that we hold about you, you can request a copy. If the information we hold about you is incorrect, you have the right to ask us to update or complete it.
If you believe your information is being processed without a legal basis, you can object or ask us to stop. In certain circumstances, you have the right to ask us to delete your information. If you decide to move away from us for any reason, you can also request for your personal data to be transferred to a new provider on your behalf.
To send a request to us you can complete this form or send an email to: [email protected].
You can also write to us at:
Data Protection Officer
Tel: 01922 659700 Email: [email protected]
We will not charge you for a copy of your personal data but we may ask you for proof of your identity before we disclose any information. We will respond within one month.
Vetted Ltd, Checkatrade Head Office, Building 2000, Lakeside North Harbour, Western Road, Portsmouth, PO6 3EN
Tel: 0333 0146 190 Email:[email protected]
Data Protection Officer
Data Protection Officer
Tel: 01922 659700 Email: [email protected]
If, at any time, you feel that we have not processed your data fairly or you are not satisfied with how we have handled your personal information, please contact our privacy team. If you are not satisfied with the response you receive, you can submit a complaint to the Information Commissioner's Office. For full details on how to make a complaint please visit: ico.org.uk/concerns/
When changes are made to this notice the date released will always be listed below.
Date released: 29 March 2022
Here at Checkatrade we know how important it is to keep your personal data safe, that is why we are committed to making sure that you receive the service you expect and that your privacy is protected every step of the way.
Checkatrade is a trading name of Vetted Ltd. which is the data controller. We are part of the HomeServe Group. For more information on the group, please visit www.homeserveplc.com.