1. Introduction
Surface Medic (“we”, “us”, “our”) is committed to protecting and respecting your privacy. This Privacy Notice explains how we collect, use, store and protect your personal data when you visit our website, contact us, or use our services.
We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Who We Are
Surface Medic is part of the Insurance Solutions Group and provides specialist surface repair and restoration services across the UK through a network of directly employed technicians and independently owned franchise businesses.
Data Controller:
Surface Medic
Solutions House, Fairways Business Park, Fulwood, Preston, PR2 9LF
info@surfacemedic.co.uk
01772 799760
3. Our Franchise Network
Surface Medic operates a network of independently owned franchisees who deliver services under the Surface Medic brand.
Depending on how your enquiry or job is handled:
- Your personal data may be shared with a local franchisee to allow them to provide services to you
- That franchisee may act as:
- an independent data controller in relation to the services they provide to you; or
- a data processor acting on our behalf, depending on the nature of the work and contractual arrangements
All franchisees are contractually required to:
- Comply with UK data protection laws
- Maintain appropriate security measures
- Only use your data for legitimate business purposes connected to Surface Medic services
Where a franchisee acts as a data controller, they may provide you with their own privacy information where appropriate.
4. What Information We Collect
We may collect and process the following types of personal data:
Information you provide directly:
- Name
- Address
- Email address
- Telephone number
- Details about your enquiry, repair, or claim
- Photographs or descriptions of damaged surfaces
Information collected automatically:
- IP address
- Browser type and version
- Pages visited and time spent on our website
- Cookies and tracking data (see Section 11)
Information from third parties:
- Insurance companies
- Loss adjusters
- Clients
- Construction Companies
- Property managers or agents
- Contractors and franchisees within our network
5. How We Use Your Information
We use your personal data for the following purposes:
- To respond to enquiries and arrange quotations
- To allocate work to appropriate technicians or franchisees
- To deliver repair and restoration services
- To manage insurance-related claims
- To communicate with you regarding appointments and updates
- To manage our franchise network and service delivery
- To improve our website, services, and customer experience
- To comply with legal and regulatory obligations
6. Lawful Basis for Processing
We rely on the following lawful bases under UK GDPR:
- Contractual necessity – to provide services you have requested
- Legitimate interests – to operate our business and franchise network effectively
- Legal obligation – to comply with applicable laws and regulations
- Consent – where required (e.g. marketing communications)
7. Sharing Your Information
We may share your personal data with:
- Local Surface Medic franchisees and technicians
- Clients & suppliers
- Contractors and specialist partners
- IT and system providers
- Professional advisers (legal, regulatory, accounting)
- Regulatory authorities where required
We only share the minimum data necessary and ensure appropriate safeguards are in place.
8. Data Retention
We retain personal data only for as long as necessary to fulfil the purposes it was collected for, including:
- The duration of the service or claim
- Ongoing business or contractual needs
- Legal, accounting, or regulatory requirements
Retention periods may vary depending on the nature of the work and obligations.
9. Data Security
We take appropriate technical and organisational measures to protect your personal data, including:
- Secure IT systems and access controls
- Encryption where appropriate
- Staff and franchisee training
- Confidentiality obligations across our network
10. Your Rights
Under UK GDPR, you have the right to:
- Access your personal data
- Request correction of inaccurate data
- Request erasure (“right to be forgotten”)
- Restrict or object to processing
- Request data portability
- Withdraw consent (where applicable)
To exercise your rights, please contact us using the details below.
You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
11. Cookies
Our website uses cookies to enhance user experience and analyse website traffic.
You can control or disable cookies through your browser settings. For more information, please see our separate Cookie Policy.
12. Marketing Communications
We will only send marketing communications where you have opted in or where permitted by law. You can opt out at any time by:
- Clicking the unsubscribe link in emails
- Contacting us directly
13. Third-Party Links
Our website may contain links to external websites. We are not responsible for the privacy practices of those websites and encourage you to review their policies.
14. Changes to This Privacy Notice
We may update this Privacy Notice from time to time. Any changes will be posted on this page with an updated revision date.
15. Contact Us
If you have any questions about this Privacy Notice or how we handle your data, please contact:
Surface Medic
Andy Walmsley
andy.walmsley@servicesolutionsgroup.co.uk
01772 799760
