1. Who We Are
This privacy policy explains how UK Car Glass Ltd looks after personal data when you use our website at ukcarglass.co.uk, request a quote, book a windscreen replacement or repair, or otherwise interact with us.
Data controller:
- UK Car Glass Ltd ("UK Car Glass", "UKCG", "we", "us", "our")
- Registered in England and Wales, company number 10532755
- Registered office: 207, 3rd Floor, Regent Street, London, W1B 3HH
- Privacy contact: privacy@ukcarglass.co.uk
We are the data controller — meaning we decide why and how your personal data is used.
We are committed to using your personal data only for the purposes you would expect: quoting, delivering, and supporting the windscreen service you have asked us about. We do not send marketing emails, share your contact details with third parties for marketing, or use your data for advertising.
If you have any question about this policy or how your data is handled, email privacy@ukcarglass.co.uk and we will respond within 30 days.
2. About Our Service Model
UK Car Glass operates as a service facilitator. We take customer bookings, source the correct glass for your vehicle, and arrange replacement or repair through our network of vetted, independent technicians and workshops across the UK. Some services (insurance referrals, ADAS calibration, certain repair jobs) involve third-party partners. Where this matters for your data, we explain it in section 5 below.
3. Personal Data We Collect
3.1 Identity and contact data
- Your name
- Email address
- Phone number
- Postcode + address (job site and/or billing)
3.2 Vehicle data
- Vehicle registration number (VRN)
- Vehicle make, model and year
- Photo or description of the damage (Repair enquiries only)
3.3 Booking and transactional data
- Date and address of your booked service
- Your booking history with us
- Payment information (handled by Stripe — see section 5)
- Voucher / discount code, if used
3.4 Insurance enquiry data (Insurance Quote form only)
- Your insurer's name
- Your insurance policy number (or a flag if you don't have it to hand)
- Preferred replacement date
3.5 Communications data
- Emails you send to us (or we send to you) about your enquiry, quote or booking
- SMS messages we send you about a quote or booking
- WhatsApp messages exchanged with our support number
- Recorded phone calls (see section 3.6)
3.6 Call recordings
We record inbound and outbound calls handled through our phone system (Aircall). Our welcome message tells you calls are recorded for quality and training purposes. You can ask us not to record a specific call, or ask for a recording to be deleted, by emailing privacy@ukcarglass.co.uk.
3.7 Technical data
- IP address of devices used to visit our website
- Browser type and version
- Operating system and platform
- Pages visited, time spent, and the page that referred you to ours
3.8 Marketing data
We do not maintain a marketing list. We do not send marketing emails, SMS, or any promotional communications.
3.9 Cookies
See section 9 and our separate Cookie Policy.
4. How We Use Your Personal Data and Why
UK GDPR requires us to have a "lawful basis" for using your personal data. The table below shows what we do with your data and why we are allowed to do it.
| What we use your data for | Why (lawful basis) |
|---|---|
| Giving you a quote for windscreen replacement, repair, or ADAS calibration | Legitimate interest — you contacted us asking for a quote |
| Delivering the service you booked (sending the correct technician to the right address with the correct glass) | Performance of contract — you asked us to do this work for you |
| Following up on a quote we sent (one or two contacts: an email, an SMS, or a phone call to ask if you'd still like to book) | Legitimate interest — completing the conversation you started |
| Processing your payment | Performance of contract |
| Sending booking confirmations, reminders, and completion emails | Performance of contract |
| Forwarding your insurance enquiry to our insurance partner (Auto Windscreens) — Insurance Quote form only | Legitimate interest — you asked us for an insurance-funded service we do not provide directly |
| Recording calls for quality and training | Legitimate interest — service quality, dispute resolution |
| Investigating complaints, fraud, or disputes | Legitimate interest, legal obligation |
| Keeping financial records | Legal obligation (HMRC + Companies Act) |
| Operating cookies (analytics, advertising) | Consent — you control this through our cookie banner |
If we ever decide to use your data in a way that requires a different lawful basis (for example, marketing emails), we will ask for your consent first.
5. Who We Share Your Personal Data With
We share your data only where necessary, with the following recipients:
5.1 Subcontracted technicians and workshops
The technician or workshop attending your job needs your name, contact details, address, and vehicle details to complete the service. They are independent businesses contracted by UK Car Glass to deliver work on our customers' behalf.
5.2 Stripe Payments Europe Ltd
Stripe processes card payments on our behalf. Card details are entered directly into Stripe's secure system; we do not store full card numbers. Stripe is based in Ireland and operates within the EEA.
5.3 Auto Windscreens (Belron UK Limited) — Insurance Quote enquiries only
If you submit our Insurance Quote form, we forward your enquiry details to Auto Windscreens, who handle the insurance-funded replacement on your insurer's network. We do this because we are not a direct insurance-network provider for most UK insurers.
5.4 Twilio SendGrid
We use SendGrid to deliver transactional emails (booking confirmations, completion emails). SendGrid processes the email content and recipient address only.
5.5 Aircall
Aircall provides our cloud telephony, including call recording and transcript storage. Call recordings and voicemails for our account are stored on Amazon Web Services infrastructure in Oregon, USA. Aircall may access call data to troubleshoot system issues and for AI-based performance monitoring of their platform. They do not use the content of your calls for advertising or any commercial purpose unrelated to running their service for us. The transfer of call data to the United States is covered in section 6 (International Transfers).
5.6 Microsoft (Outlook / Microsoft 365)
Email correspondence between you and our customer support team is hosted on Microsoft 365.
5.7 IdealPostcodes
When you enter a postcode in our forms, we use IdealPostcodes to look up address candidates so you don't have to type the full address. The postcode is sent to IdealPostcodes; the result is shown back to you in the form.
5.8 Amazon Web Services (AWS)
Our website, database, and uploaded media (such as damage photos for repair enquiries) are hosted on Amazon Web Services in their London (eu-west-2) region.
5.9 Advertising and analytics partners (Google, Meta)
If you have accepted analytics or advertising cookies, the following partners receive information about your visit (page views, conversions, interactions with our website):
- Google (Google Analytics, Google Ads)
- Meta Platforms (Facebook Pixel, Instagram conversion tracking)
For advertising activity in particular, these partners act as joint controllers with us — meaning we and the platform share responsibility for the data used to show you ads or measure ad performance. You can exercise your data rights with either us or the platform directly.
You can withdraw consent and stop this data sharing at any time using our cookie banner ("Cookie settings" link in the footer).
5.10 Professional advisers, auditors, and regulators
We may share data with our accountants, lawyers, or with HMRC, ICO, or law enforcement, where we are legally required to or where it is necessary to protect our business.
We do not sell your personal data. We do not share it with third-party marketers.
6. International Transfers
Most of your personal data is stored within the UK (in our AWS London region) or the European Economic Area. Some sub-processors transfer specific categories of data to the United States:
| Sub-processor | Data | Region |
|---|---|---|
| Aircall | Call recordings, voicemails, transcripts | AWS US West (Oregon, USA) |
| Twilio SendGrid | Outbound transactional email content + recipient address | USA (with EU subprocessor option) |
| Anonymised analytics + advertising data (where you've consented to those cookies) | USA | |
| Meta Platforms | Anonymised advertising data (where you've consented to marketing cookies) | USA |
Where data leaves the UK / EEA, we rely on:
- The UK-US Data Bridge (an extension of the EU-US Data Privacy Framework — recognised by the UK government as an adequate transfer mechanism for participating US organisations), or
- Standard Contractual Clauses approved by the Information Commissioner's Office.
These are both recognised legal mechanisms for international data transfer under UK GDPR.
7. How Long We Keep Your Personal Data
| Data type | How long we keep it |
|---|---|
| Booking records, invoices, and related correspondence | 7 years from the date of service (HMRC requirement) |
| Enquiries that did not convert into a booking | 24 months from the enquiry date |
| Damage photos uploaded with a repair enquiry | 24 months from upload |
| Call recordings | Up to 12 months, unless retained longer for an active dispute |
| Email correspondence | 6 years from last contact |
| Website logs (IP address, browser data) | 90 days |
| Analytics cookies (where consented) | Up to 24 months |
When the retention period ends, we either delete the data or anonymise it so you can no longer be identified from it.
8. Your Rights
Under UK GDPR you have the right to:
| Right | What it means |
|---|---|
| Access | Ask for a copy of the personal data we hold about you. |
| Rectification | Ask us to correct any data that is wrong or incomplete. |
| Erasure | Ask us to delete your data. Where we are legally required to keep certain records (for example, financial records for HMRC), we will anonymise your record so it no longer identifies you. |
| Restriction | Ask us to stop using your data for certain purposes while we deal with a query. |
| Portability | Ask for a copy of your data in a machine-readable format. |
| Objection | Object to us using your data on the basis of legitimate interest. |
| Withdraw consent | Where we rely on consent (for example, analytics cookies), you can withdraw it at any time. |
To exercise any of these rights, email privacy@ukcarglass.co.uk. We will respond within 30 days.
We may need to verify your identity before acting on your request, to make sure we don't release your data to someone else.
9. Cookies
Our website uses cookies for essential site function (login, basket, security) and — only with your consent — for analytics and advertising.
When you first visit ukcarglass.co.uk you will see a cookie banner. You can accept all, reject non-essential cookies, or choose individually. You can change your choices at any time using the "Cookie settings" link in the footer.
For full details of which cookies we set and what they do, see our Cookie Policy.
10. Security
We protect your data with measures appropriate to its sensitivity. These include encryption in transit (HTTPS), encryption at rest in our hosted databases, role-based access controls for our staff and technicians, and full audit logging of changes to customer records. Card details are handled by Stripe and never reach our systems in unencrypted form.
If we ever discover a personal data breach affecting you, we will notify you and the Information Commissioner's Office in line with our legal obligations.
11. Children
Our service is intended for adults (18+) who own or are responsible for a vehicle. We do not knowingly collect personal data from children.
12. Changes to This Policy
We may update this policy from time to time. The "Last updated" date at the top of the page tells you when. Material changes will be highlighted on the website.
13. Complaints
If you are unhappy with how we have handled your personal data, please email privacy@ukcarglass.co.uk so we can try to put it right.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection:
- Website: ico.org.uk
- Helpline: 0303 123 1113
- Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
We would appreciate the chance to address your concern first.
Summary in Plain English
We collect what we need to quote you, book your service, and complete the work. We keep records for as long as the law requires. We don't market to you. We don't sell your data. You can ask to see, correct, or delete your data by emailing privacy@ukcarglass.co.uk.