Free Price Compare Privacy Policy

Privacy Policy

RBH LONDON LTD and FREE PRICE COMPARE UTILITIES LTD T/A is committed to protecting any information you provide by which you can be identified when using this website. You can be assured that it will remain with us and only be used in accordance with this privacy statement.

RBH LONDON LTD and FREE PRICE COMPARE UTILITIES LTD T/A may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

Compliance with the UK General Data Protection Regulation 2021 (GDPR), the Data Protection Act 2018, and related laws, Free Price Compare is committed to the safeguarding of your personal information. The GDPR mandates the protection of 'personal data,' a term that encompasses any information about an identifiable individual. This can include but is not limited to, your name, email, home address, phone number, or any online identifiers.

As your trusted data controller, Free Price Compare (referred to as "we", "us", and "our" in our privacy policy) takes full responsibility for managing the personal information you entrust to us, ensuring its security and confidentiality in line with legal requirements.

You can contact by post at 113 Romford Road, London, E15 4LY, by telephone – 0203 475 7476 or you can email [email protected]

This policy applies to everyone who uses our website and/or comparison services.

This privacy notice explains the types of data we collect about you, the ways we use it, and the reasons behind it. You must take the time to read through it. By "services," we refer to the entire range of websites, apps, products, and services offered under our brand(s) and through various platforms.

For certain services, we might provide additional information on data handling, which should be considered and read alongside this privacy policy.

Please be aware that our services may include links to third-party sites. Since these are beyond our control, we recommend reviewing their privacy policies as well.

How Free Price Compare Gathers Your Personal Information

Directly from You: We primarily collect personal information directly from you when you interact with our Services. This can occur through various means such as visiting our website, using our mobile application, or engaging with us via other digital platforms under our management.

Through Our Product Partners: If you purchase a product or service featured on our Site from one of our partners, they may share information about your purchase with us. This process helps us track sales and continuously improve the services we provide to you.

From Our Channel Operators: Some of the service channels on our Site are operated by trusted partners. In these instances, we may receive personal information from these channel operators in line with this Privacy Policy. These operators, when collecting your data on our behalf, act as controllers of your personal information and adhere to their privacy responsibilities.

Via Our Suppliers: We occasionally rely on third-party suppliers to collect and process personal information for us, for example, IT service providers or market research agencies. We are committed to ensuring these suppliers adhere to high standards of data protection, thereby safeguarding your information.

What Types of Personal Information Collected by Us?

The types of personal information we might gather from you when using our services encompass:

  • Identification Data: We start by collecting essential details like your name, date of birth, and place of birth to identify you uniquely. This foundational information helps us tailor our services directly to you.
  • Contact Details: To ensure seamless communication, we gather your contact information, including your home address, email address, and phone numbers. This enables us to keep you informed about our services, updates, and any offers that might interest you.
  • Personal and Financial Profile: Understanding your financial situation, work, profession, or the specific risks you wish to insure allows us to recommend products and services that best meet your needs. This might include your financial details or particulars about your profession and the type of insurance coverage you are seeking.
  • Sensitive Personal Data: In certain cases, we collect more sensitive information, such as your health status or any criminal convictions, known as "special category data." This information is crucial for us to provide you with suitable product options and is collected in strict compliance with legal permissions.
  • Technical and Behavioural Information: Through cookies and other tracking technologies, we gather data on how you navigate our website, the devices you use, and your browsing behaviour. This includes unique identifiers like device ID and approximate location, enhancing our understanding of your preferences and allowing us to build a detailed profile to serve you better.
  • Analytical Data: We collect analytics on your site visits and interactions, such as which pages you visit and how long you spend on them. This anonymized data helps us improve content delivery, service offerings, and overall performance, ensuring we meet your expectations effectively.
  • Email Communications: The information we gather from email interactions, including the success of our marketing campaigns and your engagement with our emails, helps us personalise future communications and understand your interests better. We also respect your choices regarding the types of communications you wish to receive from us. We keep records of your communication preferences, including whether you've opted to receive marketing materials from specific brands or have chosen to receive emails that align with your interests from other brands within our Group. Furthermore, we may anonymise your email address to analyse your online activities, aiding us in customising our analytics and targeting strategies. Should you wish to cease receiving these emails, you have the option to unsubscribe either through the provided link here or by utilising the unsubscribe option available in the emails we send.
  • External Sources: At Free Price Compare, our understanding of you is enriched by information obtained from business partners, group companies, and interactions on social media platforms. This encompasses data derived from your engagements on platforms like Facebook, as well as demographic and inferred data, enabling us to provide more personalised and relevant services. Collaboration with third parties plays a pivotal role in enhancing the delivery and marketing of our services. Through these partnerships, we often acquire crucial information necessary for the functioning of our services, such as insights into your credit status, estimated energy consumption, or potential interests. Furthermore, for functionalities permitting data lookup, such as retrieving property information using a house number and postcode, obtaining consent from all individuals whose data is being searched is imperative. Failure to obtain consent prohibits the use of this service. Specifically, in the context of short-term motor insurance, Free Price Compare may collect details about your driving licence to authenticate your driving history and any motoring convictions via the DVLA.
  • Sharing Personal Information of Others: If you're submitting information on behalf of someone else (such as applying for a policy that names another individual as a joint policyholder, getting quotes for a relative, or sharing details of family members, including those under 18, for a life insurance quote), we advise you to have them review this Privacy Policy and our Terms and Conditions first. Please ensure they agree to you sharing their information with us and comprehend how their details will be utilised.
  • Collecting Special Category Data for Quotes: To provide you with an accurate quote, we may need to gather personal information classified under data protection law as special category data. This includes particularly sensitive information, such as your medical history or details regarding any criminal convictions. Such information is essential for us to offer quotes for specific insurance types, like life insurance or vehicle insurance. Additionally, we might share this sensitive personal information with our product partners to help generate your quote, a practice permitted under data protection legislation to facilitate the arrangement and advice on insurance contracts.

How We Use Your Information

We utilise data to serve you better and operate our business effectively. Depending on your interaction with our services and the preferences you express, we employ your data for various purposes:

Providing Our Services and Fulfilling Your Requests

When delivering our services, we may use your data for the following:

  • Verifying your identity and determining eligibility for our services.
  • Facilitating the registration and security of your account.
  • Enabling access to your supplier and estimated usage to simplify energy switching.
  • Assisting in finding the best pricing and products.
  • Directing you to our partners' websites.
  • Processing transactions between you, us, or our partners.
  • Monitoring sales and receiving payments from our partners.
  • Creating profiles of your Free Price Compare service usage to personalise your experience.
  • Keeping your data up to date.
  • Cancelling your products with third parties upon your request (where feasible).
  • Providing customer service and support.
  • Enabling the use of social sharing tools.
  • Fulfilling data rights requests you've initiated.

Improving and Promoting Our Services and Others

To enhance and promote our services, as well as those of our partners, we may use your data for various purposes:

  • Conducting analysis and market research.
  • Presenting our services effectively.
  • Organising competitions, incentives, and surveys.
  • Facilitating the development of better products.
  • Processing any rewards we offer.
  • Sending updates and service messages regarding your products and services.
  • Informing you about our services and promotions via email, social media, SMS, and push notifications (where consented).
  • Introducing you to other Free Price Compare services.
  • Building, training, and enhancing models to understand your interests and those of others.
  • Targeting advertising on this and other websites based on collected or created data.

Please note: We do not utilise profiling in a manner that could have legal or similar effects, such as determining credit eligibility.

Operating Our Business

In the course of operating our business, we may use your data for various purposes:

  • Performing essential functions for running our services and business.
  • Enhancing our business's security and fraud prevention measures.
  • Generating reports for internal or external purposes.
  • Complying with applicable legal and regulatory obligations.
  • Conducting business audits.
  • Safeguarding the interests of our business and partners.
  • Assessing potential assets for acquisition or divestment.
  • Pursuing other purposes not outlined in this privacy policy with your consent (from time to time) and as permitted by law.

On What legal grounds we can use your data?

Performance of a Contract – To provide you with our services and manage your account, we will:

  • Share your personal information with or search our product partners' websites to get you the quotes or access the information needed to give you the relevant service from our third-party partners. This includes our eligibility checker, Credit Monitor, or insurance renewal services, which might involve a 'soft' credit check.
  • Process any transactions between you and a third party.
  • Manage, run, and administer your account.
  • Send you an automatic confirmation email of your quote when you use our site to get a quote.
  • Use your personal information to check if you're eligible for any offers or incentives we have, and if you meet the criteria, provide you with the offer or incentive. We do these activities because they are necessary to fulfil the contract we have with you or to take steps you've asked for to enter into a contract.

Consent We will process your personal information when you have specifically agreed to let us do so for certain reasons. For example:

  • By agreeing to cookies for some advertising purposes.
  • By agreeing to let us use your information for "audience" based targeting services on social media platforms.

You can take back your consent at any time, which won't affect any processing done before you withdrew your consent.

Legitimate Interests – We might use some of your personal information when the benefits of doing so are not outweighed by your rights or freedom. This is known as "legitimate interests" under UK privacy laws. Our legitimate interests for using your personal information include:

  • Passing your information to our suppliers to get you quotes.
  • Sharing your details with suppliers to save you from entering them again.
  • Giving your data to partners that support our rewards and benefits scheme.
  • Supplying energy information for your property.
  • Sending email summaries of your quotes after you've used our services.
  • Reaching out with renewal quotes when it's time.
  • Contacting you for market research on our services and others.
  • Conducting audits to maintain our high standards.
  • Carrying out market research, statistical analysis, and developing new products.
  • Ensuring our services are secure and accessible.
  • Marketing: Informing you about products, services, and insights you might find interesting, including online advertising, developing marketing content, and refining our marketing strategies, while respecting your choice to opt-out of marketing communications.
  • Third parties: We may from time to time if you have consented, supply your information to third parties for marketing or relationship management purposes. The main purpose is to allow third parties to provide you with information about goods and services which they think may be of interest to you based on the information you supplied and/or to maintain any existing relationship they may have with you through email, postal, SMS or over the telephone. Such information may be provided by marketing communications or advertising which is tailored to your interests. Be assured that any such parties will only be allowed to use your data in accordance with the General Data Protection Regulation (GDPR). You will be able to remove your consent from this at any time.
  • Preventing fraud.
  • Commercial Enquiries: When you make an enquiry for any commercial (B2B) product, we will use legitimate interest to contact you about other business services.

Legal Requirements - Sometimes we need to use your personal information because the law says we have to. This could be to share information with courts, regulators, government bodies, or agencies to follow legal orders, help with legal cases, or prevent fraud and money laundering, possibly involving fraud prevention agencies. We might also need to process your information to handle requests you make about your data rights and to make sure we can fulfil these requests.

Types of Cookies We Use

A cookie is a small text file stored on your computer or device. We use cookies to:

  • Understand your browsing habits on our site.
  • Provide a tailored experience by adjusting our operations to your preferences, including what you like and dislike.
  • Identify which pages are useful to you and which are not.
  • Analyse visitor numbers and web traffic to improve our site.

To find out more about the specific cookies we use and why, please carefully read our Cookie Policy.

How We Gather Your Personal Information

We gather your personal information when you use our website, like registering an account or comparing products and services. If you contact us by phone, post, or online (including email, social media, and mobile apps), we'll collect information then too. We also collect details if you provide feedback, join in our market research, surveys, contests, prize draws, or promotions. Sometimes, we might get information about you from other third party sources or public records, as mentioned above in this privacy policy.

Who Might We Share Your Personal Information With?

We may share your personal information with or receive it from:

  • Other members of our group of companies, where Group companies may use and share your provided information and other data about you for the purposes mentioned in this policy.
  • Approved Partners and third-party product providers to offer you tailored quotes based on the information you've given us.
  • Authorised third-party data providers, including the DVLA, if you share your driving licence number with us.
  • Regulators and regulatory bodies such as the FCA (Financial Conduct Authority) and the ICO (Information Commissioner’s Office), as well as industry associations for data sharing purposes.
  • Law enforcement and fraud prevention agencies to help prevent illegal activities.
  • Third parties in the event of a business sale, transfer, merger, or acquisition of our business or assets, or similarly, if we acquire another business or assets.
  • Our third-party suppliers, including IT, software and service providers, marketing agencies, and social media platforms, to support our services.
  • Third parties we engage to collect feedback and reviews on our services.
  • Partner providers when Free Price Compare offers you an insurance product as part of our service.
  • Other third-party service providers and partners who assist with personal data processing for content customisation and other services.

Communications You May Receive from Free Price Compare

At Free Price Compare, we communicate with our customers through various channels, with our messages falling into three main categories: "Direct Marketing Communications," "Service Communications," and "Third-Party Marketing Communications."

Direct Marketing Communications

We recognise that our customers have different preferences when it comes to receiving marketing materials. To accommodate this, we differentiate between our reminder notifications for quotes and renewals and our broader marketing initiatives, which encompass newsletters, updates on our latest deals, products, and promotional offers.

You have the flexibility to opt-in for our general marketing updates without receiving reminders for quotes and renewals, and vice versa. If you decide that you do not wish to receive either reminders for quotes and renewals or our general marketing communications, we will respect your decision and cease to send these direct marketing messages to you.

Should you choose to no longer receive direct marketing communications, including reminders for quotes and renewals, you can easily unsubscribe by following the instructions in the messages you receive or by contacting our customer service at [email protected]with your email address and specifying the communications you wish to opt out of.

This preference extends to marketing communications from affiliated Group companies as well.

Service Communications

Our service-related messages are delivered via SMS and email. These communications are essential and do not require your consent, as they include:

  • Messages we are legally or regulatorily obligated to send (for example, regulatory updates we must share with you).
  • Communications related to our service provision (like our "best price" email sent immediately after you use our service to confirm the best price for a product or service you've compared on our website).
  • Communications necessary to provide services upon your request (such as password reset emails, should you need them to access our services and products).

Third-Party Marketing Communications

  • Carefully selected offers and promotions from our trusted third party partners, designed to provide additional value and services relevant to your interests
  • Updates and insights from industry partners on products and services that complement what you've compared or used through Free Price Compare, offering you a wider range of choices and opportunities.
  • Exclusive invitations to participate in market research or surveys conducted by our partners, aimed at improving the products and services offered to you.

Safeguarding Children's Privacy

Free Price Compare is committed to protecting the privacy of young individuals. We do not intentionally gather personal details from children under 16 years old, and we advise that our website is not designed for use by children under this age. If we ever collect personal information from minors as part of our offerings, we will strictly adhere to all applicable legal requirements, including but not limited to securing consent from parents or guardians when required.

Free Price Compare on Social Media and their Data Security Measures.

Free Price Compare actively maintains profiles across various social media platforms. When you interact with our social media pages, we can access only the information you've made public on your profile, provided you're logged into your account. Additionally, any data you directly share with us, such as comments or messages, is processed to enhance our interaction.

Even if you don't have an account or aren't logged in, the social media platform may still process your data during your visit to our pages. These platforms offer us anonymous analytical insights to help us optimize your experience, although we do not receive detailed usage data from them. For detailed information about the data policies of these social media platforms, please refer to their Privacy Policies.

Moreover, platforms like Facebook may place cookies on your device when you visit our social media pages, regardless of your account status or login state. These cookies are used by the social media network to track your preferences and interests, enabling them to present personalized advertising. For more details on our cookie usage, please visit our Cookie Policy page.

Transferring Data Internationally

At Free Price Compare, we recognise that your data might need to be moved across borders, particularly if we're working with providers located outside of the UK or the European Economic Area (EEA). Whenever such transfers happen, we're committed to applying the necessary protections to your data, in line with UK and European data protection legislation.

To safeguard your information, we may employ measures like adopting the International Data Transfer Agreement clauses recommended by the UK, or the Standard Contractual Clauses put forth by the European Commission, supplemented with specific provisions for UK-based data transfers to our service providers and partners.

Furthermore, where it's appropriate, we might utilise specific exceptions provided under Article 49 of the General Data Protection Regulation (GDPR) for moving personal data from individuals in the UK or EEA to countries outside this area, such as the United States, which may not have equivalent levels of data protection. This includes transferring data in compliance with legal grounds for processing, and ensuring your personal information is handled responsibly and securely, no matter where it's transferred.

How We Store and Retention of Data

We retain your personal information only for as long as necessary to achieve the objectives laid out in this Privacy Policy, or until you request its deletion, except where law requires or allows for a longer storage period.

Typically, we hold onto your details for the duration of your engagement with our Site or as long as you have an active account with us. If you apply for or purchase products or services through the Site, we must keep your information for a longer period for accounting reasons, which could extend up to six years after you provide it to us.

Should you register for any of our Services and then not use them for a considered reasonable period (the length of which may vary depending on the Service(s) you have signed up for), we may reach out to confirm if you wish to continue receiving our communications.

In cases where our product partners use your personal information to offer you a quote, they act as the data controller. However, they should only retain your information for a period deemed reasonable for providing you with the quote.

For those purchasing a product, the service provider will maintain your personal information according to their own retention schedules. Therefore, you are encouraged to review their privacy policies for more detailed information.

It's important to note that even if you request deletion of your personal information, or we proceed to delete it, it may remain on backup or archival media for legal, tax, or regulatory reasons.

What Measures Do We Implement to Ensure the Security of Our Site and Safeguard Your Information?

The safety of your personal information is a top priority for us at Free Price Compare. To enhance security, our Site employs HTTPS where necessary, creating a more secure environment for your information. Despite this, it's important to acknowledge that no method of transmitting data over the internet is 100% secure. To mitigate risks, sensitive data, such as credit card information, is encrypted to reduce the possibility of interception during its journey across the internet.

When you register to use certain parts of our Site, you'll go through a process that includes setting up a username, password, and possibly other identification details. It's crucial that you keep these details private and not share them with others. We encourage the creation of a strong password, incorporating a mix of letters and numbers, to further protect your account. Should you need to reset your password, this can only be done through the email address associated with your account, adding an extra layer of security.

In certain circumstances, it may be necessary for your personal information to be transferred outside the UK, whether within the EEA or to countries outside of it. We only undertake such transfers when the destination country has not been deemed "adequate" by the UK government, ensuring that appropriate safeguards, such as data transfer agreements approved by the UK, are in place in line with UK GDPR and the Data Protection Act 2018. These measures are designed to maintain the security and confidentiality of your personal data, no matter where it is processed.

Understanding Your Rights Regarding Personal Information and How to Reach Us

You are entitled to various rights concerning your personal data, as established by data protection laws. These rights include:

  • Access to Information: You have the right to request a copy of the personal information we have about you, often through a Data Subject Access Request (DSAR). We might need specific details from you to locate your data, such as any email addresses used on our Site and personal identification details to verify your identity. We aim to respond to these requests within one month, although more complex or numerous requests could take longer.
  • Correction of Information: If your personal data is incorrect or incomplete, you have the right to have it corrected. We handle these requests within a month, but similar to access requests, more complicated or numerous corrections might extend this timeframe. If we find your data to be accurate after review, we'll inform you why no changes will be made. For data controlled by our product partners, you would need to contact them directly for corrections.
  • Erasure of Information: You can ask for your data to be deleted from our systems. There are certain exceptions to this right, which we will explain if relevant to your request.
  • Restriction on Use: Under certain conditions, you have the right to block or limit our use of your personal data, such as during an investigation into its accuracy.
  • Data Portability: This right allows you to ask for your data to be moved, copied, or transferred either to you or a third party in a structured, machine-readable format, under certain conditions.
  • Right to Object: You have the right to object to our processing of your personal data, including for direct marketing or profiling related to market research. Upon objection, we will cease processing your data unless there are overriding legal reasons.

To inquire or exercise any of these rights, please contact our Data Requests Team by emailing us at [email protected].

If you're dissatisfied with how we handle a complaint about your data, you might have the option to escalate your complaint to the UK's Information Commissioner’s Office (ICO).

This Privacy Policy is governed by the laws of England and Wales, ensuring your rights and our obligations are clearly understood and respected.

Complaints Procedure

Free Price Compare is committed to providing the highest level of service but we acknowledge that sometimes you may feel like you want to ask questions or make a complaint. We take all requests and complaints seriously and will treat any customer that raises a complaint with courtesy and respect during the resolution process.

Our time line for the complaint process is to acknowledge the complaint within 5 business days with the aim of a full resolution within 10 business days, however if there are factors out of our control then this time can be extended to 40 business days.

The details to send a complaint are;

The process we follow is;

Stage 1

Should something go wrong, or you are unhappy with the service you have received, please get in touch with us at the earliest opportunity so we can look to put things right as soon as possible. Our Customer Services team aim to respond to your enquiry within 2-5 business days.

Stage 2: Senior Management Review

If you feel your complaint has not been resolved to your satisfaction, you can request an internal review. Your complaint will then escalate your complaint to a senior manager, who will contact you to establish what has happened and learn more about your dissatisfaction and will then investigate and do their best to resolve the matter for you.

Stage 3: Quality Assurance Officer (external)

If you feel your complaint has still not been resolved in a manor you think is acceptable then you will be able to contact a relevant ombudsman free of charge. You can contact the relevant ombudsman 8 weeks after the date of your initial complaint.

Energy Ombudsman

For any complaint related to energy switching (consumer or business energy switching), then you can contract the Energy Ombudsman who offer a free and impartial service, their contact details are;

For any complaint relating to financial services (any loans or insurance products) then you can contact the Financial Ombudsman who offer a free and impartial service to consumers their contact details are;

For any complaint related to a different product on our website, then you can contract the Dispute Resolution Ombudsman, their service is free of charge and offer consumers a free of charge service. Their contact details are;

Change to this Privacy Policy

As of 11 March 2024, we have updated our Privacy Policy. Please be aware that Free Price Compare reserves the right to revise or alter this policy at any moment, with all modifications promptly made available on our website. You'll find the date of the latest update noted here for your reference. Your continued use of our site after changes signifies your acceptance of our updated terms. If you disagree with any of the modifications, please refrain from using our services.

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