Privacy Policy
Last updated: 12 January 2026
This Privacy Policy explains how Claim Works (“we”, “us”, “our”) collects, uses and protects your personal data when you use our website https://claimworks.co.uk (the “Website”) or contact us. It also explains your rights under the UK GDPR and the Data Protection Act 2018.
1) Who we are (data controller) and how to contact us
Data controller: Claim Works.
Address: Unit 480 Cantrell Road, Bow Common Lane, London, E3 4BH.
Email: info@claimworks.co.uk
Phone: 020 3772 0420
2) What personal data we collect
We may collect and process the following types of personal data:
- Information you provide to us (for example, when you contact us, request a call-back, or message us): name, email address, phone number and the contents of your message.
- Accident and service-related information (where relevant to the services you request): details about the incident, vehicle details, insurance details, photographs/documents you send, and other information needed to assess and manage your request.
- Customer service records: records of communications with us (including emails and messages). If we record calls, we will tell you at the time.
- Website usage and technical data: IP address, device type, browser type, pages visited, date/time and diagnostic data (via server logs and, if enabled, analytics tools).
- Blog comments (if comments are enabled): information you submit in the comment form, plus IP address and browser user agent for spam prevention.
3) Special category data (sensitive data)
In some cases, you may choose to provide sensitive information (for example, health/injury details) as part of an accident-related enquiry. We only process this type of information when necessary and where a lawful condition applies (for example, it is needed for legal claims or insurance-related purposes), and we apply appropriate safeguards.
If you do not want to share sensitive information via the Website or messaging services, please contact us by phone and we can discuss alternatives.
4) How we use your data and our lawful bases
We use personal data for the purposes below:
| Purpose | Examples of data | Lawful basis |
|---|---|---|
| Responding to enquiries and providing support | Name, contact details, message content | Legitimate interests (to respond to requests) and/or contract steps (to provide requested services) |
| Providing accident management and related services | Contact details, incident/vehicle details, documents/photos, service records | Contract (performance of a contract / steps at your request before entering a contract) |
| Managing operations, security and preventing fraud/spam | IP address, device/browser data, logs, comment metadata | Legitimate interests (site security, fraud prevention, service integrity) |
| Legal and regulatory obligations / handling complaints | Contact details, service records, case files | Legal obligation and/or legitimate interests (to establish, exercise or defend legal claims) |
| Improving the Website (analytics) (only if enabled and consented) | Usage and technical data | Consent (for non-essential cookies/analytics) |
| Marketing communications (only if you opt in) | Contact details, preferences | Consent (and you can opt out at any time) |
5) Marketing preferences
If you opt in to receive marketing, you can unsubscribe at any time by using the link in our emails (where provided) or by emailing info@claimworks.co.uk.
6) Who we share personal data with
We may share personal data where necessary for the purposes described above, including with:
- Service partners and suppliers involved in delivering requested services (for example, vehicle recovery, storage, repairs, replacement vehicle providers and related operational partners).
- Insurers, third-party insurers and their representatives where relevant to an incident and/or the services you request.
- Professional advisers (such as solicitors, accountants, insurers or auditors) where necessary.
- IT and hosting providers who help us run the Website, email and business systems.
- Anti-spam and security providers used to protect the Website (where applicable).
- Law enforcement, regulators or courts where we are required to do so by law, or where necessary to protect our rights.
We only share what is necessary. Where we use suppliers that process personal data on our behalf, we put appropriate contractual safeguards in place.
7) Messaging services (WhatsApp)
If you contact us via WhatsApp, your messages and associated data (such as your phone number and profile name) will be processed by WhatsApp and may be handled in accordance with WhatsApp’s own terms and privacy policy. Please avoid sending payment card details or unnecessary sensitive information via messaging services.
8) Cookies and similar technologies
We use cookies and similar technologies to make the Website work, and (if enabled) to help us understand how the Website is used. For full details, please see our Cookie Policy (update this link if your cookie policy page uses a different URL).
9) International transfers
Some suppliers may process data outside the UK. Where this happens, we take steps to ensure appropriate safeguards are in place, such as adequacy regulations and/or approved contractual protections (including the UK International Data Transfer Agreement or the UK Addendum, where applicable).
10) How long we keep your data
We keep personal data only for as long as needed for the purposes described in this policy, including to meet legal, accounting or reporting requirements. Retention periods vary depending on the nature of the data and the services provided. As a guide:
- Enquiries: typically up to 12 months after last contact.
- Service/case-related records: typically up to 6 years after the matter is closed (or longer if required for legal or regulatory reasons).
- Website logs: typically kept for a short period for security and troubleshooting.
11) Your data protection rights
Depending on your circumstances, you may have the right to:
- request access to your personal data (a “subject access request”)
- request correction of inaccurate or incomplete data
- request deletion of your data (where applicable)
- request restriction of processing
- object to processing based on legitimate interests
- request data portability (in certain situations)
- withdraw consent at any time (where we rely on consent)
To exercise your rights, contact us at info@claimworks.co.uk. We may need to verify your identity before responding.
12) Keeping your data secure
We use appropriate technical and organisational measures designed to protect your personal data against unauthorised access, loss, misuse or alteration. However, no method of transmission over the internet is completely secure.
13) Children
Our Website and services are not intended for children. If you believe a child has provided us with personal data, please contact us so we can take appropriate steps.
14) Links to other websites
Our Website may include links to third-party websites or embedded content (for example, maps or social media). We do not control these sites and are not responsible for their privacy practices. Please review the privacy policies of any third-party sites you visit.
15) Changes to this Privacy Policy
We may update this policy from time to time. Any changes will be posted on this page and the “Last updated” date will be revised.
16) How to complain
If you have a concern about how we use your personal data, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO):
ICO website: https://ico.org.uk/
Phone: 0303 123 1113
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
