LEGAL & COMPLIANCE
Phone Clinic Repair is the data controller responsible for your personal information. We operate mobile phone, tablet, and laptop repair services across 14+ locations throughout the United Kingdom.
Registered Head Office: 6 Upper Market Square, Stoke-on-Trent, ST1 1NS
Telephone: 01782 287557
Email: support@phoneclinicrepair.co.uk
As the data controller, we determine the purposes and means of processing your personal data and are legally responsible for ensuring that such processing is carried out lawfully, fairly, and transparently in accordance with UK GDPR.
Where a specific store location processes your data independently as a franchised or separately managed entity, that entity may also act as a data controller. This policy covers all processing conducted under the Phone Clinic Repair brand.
We collect personal data in a number of ways, including directly from you, automatically through our website, and through our in-store service process. The categories of data we may collect include:
2.1 Identity & Contact Data
2.2 Device & Repair Data
2.3 Transaction & Financial Data
2.4 Booking & Appointment Data
2.5 Communications Data
2.6 Technical & Usage Data (Website)
2.7 Special Category Data
We do not intentionally collect or process any special category personal data (such as health, ethnic origin, religious beliefs, or financial vulnerability). If you voluntarily disclose such information to us, we will handle it with the highest level of confidentiality.
We use your personal data only for the purposes for which it was collected or for compatible purposes. The primary purposes for which we process your data are:
3.1 Service Delivery
3.2 Warranty Administration
3.3 Customer Account & After-Sales Service
3.4 Appointments & Booking
3.5 Marketing Communications (with Consent Only)
3.6 Legal & Regulatory Compliance
3.7 Website & Service Improvement
Under UK GDPR, we must have a lawful basis for processing your personal data. The table below sets out the lawful basis we rely upon for each processing activity:
| Processing Activity | Lawful Basis | Notes |
|---|---|---|
| Completing your device repair and notifying you | Contract | Necessary to fulfil the Service Agreement you enter into with us |
| Collecting device passcode for testing | Contract | Necessary to test and return your device in working order |
| Maintaining warranty and repair records | Contract | Required to administer warranty linked to your IMEI / serial number |
| Sending appointment confirmations | Contract | Necessary to provide the booked service |
| Processing payments and issuing invoices | Contract / Legal Obligation | Contractual performance and HMRC record-keeping |
| Responding to enquiries and complaints | Legitimate Interests | Our legitimate interest in resolving queries and maintaining customer satisfaction |
| Marketing communications (newsletters, offers) | Consent | Only where you have explicitly opted in via our forms or at the point of service |
| Website analytics and performance tracking | Legitimate Interests | Our legitimate interest in improving our digital services |
| Fraud prevention and legal compliance | Legal Obligation | Required to comply with applicable laws and regulations |
| Defending or pursuing legal claims | Legitimate Interests | Our legitimate interest in protecting our legal rights |
Phone Clinic Repair does not sell, rent, or trade your personal data to any third party. We may share your data only in the following limited circumstances:
5.1 Service Providers (Data Processors)
We engage trusted third-party companies to help us deliver our services. These providers act as data processors and are contractually bound to process your data only on our instructions and in accordance with UK GDPR. They include:
5.2 Legal Authorities
We may disclose your personal data to law enforcement bodies, courts, regulators, or other governmental authorities where we are legally required to do so, or where necessary to prevent fraud, protect the safety of individuals, or defend legal claims.
5.3 Business Transfers
In the event of a merger, acquisition, franchise arrangement, or sale of all or part of our business, your personal data may be transferred to the relevant third party. We will notify you in advance of any such transfer and your data will remain subject to equivalent data protection obligations.
5.4 With Your Consent
We may share your data with other third parties where you have given us your explicit consent to do so.
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements. Our retention periods are as follows:
| Repair records & service history | Duration of warranty + 2 years | Required to administer warranty claims and resolve any post-repair disputes |
Customer contact details | 6 years | In line with the UK Limitation Act 1980 for potential contract claims |
Financial & invoicing records | 7 years | Required by HMRC under UK tax legislation |
Warranty claim records | Duration of applicable warranty | Retained to administer active warranties tied to device IMEI or serial number |
Device passcode | Not retained | Collected solely for in-repair device testing; discarded immediately after use and not stored in any system |
Marketing preferences | Until withdrawn | Retained while you remain opted in; deleted upon unsubscription or consent withdrawal |
Website analytics data | 26 months | Standard Google Analytics retention; used for website performance analysis |
Enquiries & complaints | 3 years | Retained to manage follow-up and any potential legal proceedings |
When your data is no longer required, it is securely deleted or anonymised in accordance with our data disposal procedures.
Under UK GDPR and the Data Protection Act 2018, you have the following rights in respect of your personal data:
Right of Access
Request a copy of the personal data we hold about you (Subject Access Request).
Right to Rectification
Ask us to correct inaccurate or incomplete personal data we hold.
Right to Erasure
Request deletion of your data where there is no compelling reason for continued processing.
Right to Restriction
Ask us to restrict processing of your data in certain circumstances (e.g. while accuracy is disputed).
Right to Portability
Receive your data in a structured, machine-readable format and transfer it to another controller.
Right to Object
Object to processing based on legitimate interests or for direct marketing purposes.
How to Exercise Your Rights: To exercise any of the above rights, please contact us using the details in Section 13. We will respond within one calendar month of receiving a valid request, free of charge. Where requests are manifestly unfounded, excessive, or repetitive, we may charge a reasonable administrative fee or decline to respond, with reasons provided.
The security of your personal data is of paramount importance to us. We have implemented appropriate technical and organisational measures to protect your data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include:
Despite these measures, no data transmission over the internet or storage system can be guaranteed to be 100% secure. If you have any concerns about the security of your data, please contact us immediately.
Data Breach Notification: In the event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner’s Office (ICO) within 72 hours of becoming aware of the breach, and we will notify affected individuals without undue delay where there is a high risk to their rights and freedoms.
Our website (phoneclinicrepair.co.uk) uses cookies and similar tracking technologies to enhance your experience, analyse site performance, and support our marketing activity. A cookie is a small text file stored on your device when you visit a website.
9.1 Types of Cookies We Use
| Cookie Type | Purpose | Consent Required? |
|---|---|---|
| Strictly Necessary | Essential for the website to function (e.g. session management, booking forms) | No (exempt) |
| Analytics / Performance | Google Analytics — measures visitor behaviour, traffic sources, and page performance | Yes |
| Marketing / Advertising | Google Tag Manager, Google Ads — enables targeted advertising and campaign tracking | Yes |
| Functional | Remembers your preferences (e.g. selected store location) | Yes |
9.2 Third-Party Cookies
Our website integrates with third-party services that may set their own cookies, including Google Analytics, Google Tag Manager, and Google AdSense. These providers have their own privacy policies governing their use of data collected via cookies.
9.3 Managing Your Cookie Preferences
You can manage or withdraw your consent to non-essential cookies at any time via our cookie consent tool displayed on your first visit to our website. You may also control cookies through your browser settings — most browsers allow you to block or delete cookies. Please note that disabling certain cookies may affect the functionality of our website.
For more information about cookies and how to manage them, please visit ico.org.uk.
Our services are not directed at children under the age of 18. We do not knowingly collect personal data from children under 18 without verifiable parental or guardian consent. If a repair or warranty claim is submitted on behalf of a minor, the consenting adult (parent or legal guardian) is responsible for ensuring that this policy has been reviewed and that consent is given on the child’s behalf.
If we become aware that we have inadvertently collected personal data from a child under 18 without appropriate consent, we will take steps to delete that information promptly. Please contact us at support@phoneclinicrepair.co.uk if you believe we hold data about a child without proper consent.
Phone Clinic Repair is a UK-based business and processes the majority of personal data within the United Kingdom. However, some of our third-party service providers (such as cloud software platforms) may process data in countries outside the UK, including countries within the European Economic Area (EEA) or further afield.
Where personal data is transferred outside the UK, we ensure that appropriate safeguards are in place, including:
You may request further information about the specific safeguards applied to any international transfer of your data by contacting us as set out in Section 13.
We may update this Privacy Policy from time to time to reflect changes in our data processing activities, legal requirements, or business operations. Any changes will be published on this page with an updated “Last Updated” date at the top.
Where changes are material (i.e. significantly affect your rights or how we use your data), we will take reasonable steps to notify you — for example, via a notice on our website or by email (where we hold your email address).
We encourage you to review this policy periodically to stay informed about how we protect your data. Your continued use of our services following the publication of changes constitutes your acknowledgement of the updated policy.
If you have any questions about this Privacy Policy, wish to exercise your data protection rights, or have concerns about how we handle your personal data, please contact us:
Telephone: 01782 287557
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