Extended Privacy Policy

Insurance Brokers Southampton

Privacy Policy – Our Privacy Notice and Call Recording

We know how important it is to keep your personal data safe, that’s why we are committed to making sure you receive the service you expect and your privacy is protected every step of the way.

In this notice you will discover exactly what information we collect from you and how we then use this to deliver our services including where we use trusted partners, as well as your rights.

It is important that you read this notice and of course, let us know if you have any questions.

What information do we collect?

When you buy a product or service through us, we will collect information and/or some of your personal details, to make sure you have everything you need to make the most of the services we provide. Please be assured that we will only use this for administering your insurance contract and/or additional services via our trusted partners to support the delivery of the services or products you have asked for.

Examples of the types of personal information we usually collect are:

  • Name of policyholder
  • Address
  • Telephone number (including mobile)
  • Email address
  • Trustees
  • Payment details (Direct Debit, Credit/Debit card number)
  • Property type (village hall etc.)
  • Information about whether you own your property
  • Any additional requirements such as large print or Braille documentation
  • As relevant, details of any additional authorised parties who can manage your requirements on your behalf via Power of Attorneys etc
  • I.P. address for your device (if visiting our website)
  • Once you are a customer of ours, we record information about the types of services and products we provide to you
  • Where you opt out of receiving marketing information from us, we will keep a record of this

The information requested during the initial new business process, mid-term alterations and thereafter at any renewal application, is required to complete the sale of the product on offer and forms part of your contract with us and your Insurers.

As relevant, we will also collect information to support any additional services such as rebuilding valuations.

This information is collected via our interactions with you including via our recorded telephone calls. If any of the data is not provided or is incorrect, we may not be able to process your request nor Insurers provide you, with cover including correct insurance protection.  This also extends to other service providers such as our rebuilding valuation partners.

Collection of additional information

To help us fulfil our obligations with the Financial Conduct Authority’s guidance on vulnerable customers and Consumer Duty, with your explicit consent, we may collect additional information relating to your personal circumstances, i.e. disability, mobility and health that may impact how you access our services. This information will only be used to better assist us in providing our services to you. You can request to have this information removed at any time and we will not hold it for any longer than 12 months after your policy ends.

Call recording

We may record calls made to and from Norris & Fisher Insurance Brokers Ltd.  Our calls are used to collect information from you and to assist us with dealing with your insurance requirements along with training and monitoring purposes.

Information obtained from recorded calls is held on your individual record and our contracted telecoms partner. 

Our inbound and outbound calls are served by a pre-recorded message advising that our calls are recorded for training and monitoring purposes.

In the event you do not wish to proceed, please let the call handler know and we will end the call.

Our legal basis for using your data

In most circumstances, we use the personal data you provide to us to perform our contract with you and to provide you with the products and/or services that you have decided to purchase from us.

If you have said we can, we may contact you via email, or telephone to make you aware of what we’re up to and to tell you more about our products and services. You can change your mind at any time. More information about this is set out in the “we will always keep you in the loop" section below.

We have a legitimate interest in telling you about our products and services where we think that you may benefit from them via email and/or post.  To do this, we may use your personal data to send you information about our products and services which is based on your individual needs and requirements in terms of the information we hold about you.  We also have a legitimate interest to make sure our products are used properly and we are providing the service customers expect of us.

To help us understand this, we may contact you for feedback/research purposes to gain insight on a recent interaction with us. You can let us know if you no longer wish to hear from us via post or about our surveys and research. More information about this is set out in the " we will always keep you in the loop" section below.

If you choose to tell us about a vulnerability i.e. disability, mobility and health care that may impact how you access our services, we will collect additional information relating to your personal circumstances with your explicit consent to better assist us in providing our services to you.

Please understand that you are not obliged to provide your personal information to Norris & Fisher. However, if you do not provide your personal information, or otherwise do not consent to the processing of your personal information or withdraw your consent to the processing, where your consent is required, we may not be able to provide you with certain Services and may be required to terminate the Services currently provided to you.

Using information provided by third parties

We may receive personal data about you from our Insurer and our distribution partners such as sub agents, which may include your name, address, telephone number.  We will not contact you where you are on the Mail Preference Service, or where you have otherwise told us you do not want to be contacted by us.

Keeping and storing your data

We maintain a record retention policy and schedule, to make sure we keep a copy of your personal details for no longer than is necessary. We will process your data while you hold an insurance product and associated services via us, to be able to continue with our service, in line with the purposes explained in this notice.

We may also retain your data after your relationship has ended with us, to keep accurate records for tax, regulatory purposes and to handle any future claims or complaints.

Some of the data that we collect may be transferred to and stored at a destination outside the UK or the European Economic Area (EEA) for example some of our partner Insurer systems may be run on servers hosted outside the UK and EEA. We take all steps reasonably necessary to ensure your data is treated in accordance with this privacy notice and applicable privacy laws.

Sharing your data with third parties

We work with several carefully selected Insurance and other partners so we can promote and provide the products and services we and they offer.

If you have been introduced to us through one of our partners, we may share details of the products and services you have purchased from us with them. Sharing data in this way helps us resolve individual complaints and helps us ensure that we are offering the right products.

We respect your privacy and that is why we don’t generally give your data to any third parties for marketing purposes. However, on occasion and in addition to the above, we may pass your information to a limited number of third parties for the following reasons:

  • To deliver the services you have asked for which might include providing information to loss adjusters to help with your reported claim, to valuation services who help you in terms of calculating the correct sum insured or to another individual or party who have a proven legal interest in the property.
  • If you contact us using social media, we may use a social media management platform to help us manage any questions and queries.
  • For legal or regulatory purposes including fraud prevention.
  • If we buy or sell any business or company assets.
  • We may also share information with carefully selected platforms (such as Facebook and Google) to create “lookalike audiences”. This information is matched with the platform’s own database to reach people who are similar to the customers we want to work with. We share only what is necessary to achieve this and all information is shared securely. This activity, along with the use of Google services such as Signals, ensures that we keep our marketing communications relevant and useful to our customers. You can however opt out of this activity by opting out of our email marketing activities.

We will always keep you in the loop

Whenever we collect your personal information, we will give you the opportunity to let us know how you’d like us to get in touch in the future. We will never inundate you with marketing messages, but we also understand if you’d prefer not to receive such messages from us.

You can change your mind at any time by contacting us using the details in the Contact Us section below. You can also update your preferences by contacting our office directly including via email/telephone (please refer the Contact Us section below) and via the unsubscribe link at the bottom of every marketing email we send to you.

If you have provided us with an email address, you may receive messages related to the management of your policy via this way, which includes policy and renewal documents along with any additional services such as rebuilding valuations. If you would prefer not to receive these messages in this way, just let us know and will be happy to provide them in paper form instead.

Your rights matter

If you’d like to see the personal information we hold about you, you can request a copy any time. If you find that this information is incorrect you can ask for it to be updated. Or, if you believe the information is being processed without a legal basis, you can ask us to stop or request that it’s deleted from our systems.

To action any of the above, email contact@norrisandfisher.com  or alternatively you can write to us at: 

Tom Ingram/Director – Norris & Fisher Insurance Brokers Ltd:

Threefield House
Threefield Lane
Southampton
SO14 3LP

We will not charge you for providing a copy of your personal data, but we will ask you for proof of your identity before we disclose any information. Once we have seen this, we will send you a copy of the personal data we hold within one month. In addition, if you decide to move away from us for any reason, you can also request for your personal data to be transferred to a new provider on your behalf.

Contact us

Our General Enquiries/Data Controller

Tom Ingram/Director – Norris & Fisher Insurance Brokers Ltd:

Threefield House
Threefield Lane
Southampton
SO14 3LP

Tel: 02380 269009

Our Data Protection Officer

Tom Ingram/Director – Norris & Fisher Insurance Brokers Ltd:

Threefield House
Threefield Lane
Southampton
SO14 3LP

Tel: 02380 269009

Email: contact@norrisandfisher.com  

Got any worries?

If, at any time, you feel that we haven’t processed your data fairly or you are not satisfied with how we have handled your personal information, you can contact the Information Commissioners Office, who will investigate this for you. For full details about how to share any concerns you may have, visit www.ico.org.uk/concerns/

We also have our own Data Protection Complaints policy and procedure, details of which are available on our website Norris and Fisher – Charity & Community Insurance Brokers

Links to other websites:

Any links to other websites are provided solely as pointers to information on topics that may be useful to the users of our website. Please remember that when you use a link to go from our website to another website, this privacy notice will no longer apply.

Your browsing and interaction on any other website, including those which have a link on our website, are subject to that site’s own rules and policies.

We therefore recommend that you read the rules and policies relation to that website before submitting any personal information.

Updates

This notice will be updated from time to time to reflect Data Protection and ICO developments.  We therefore recommend that you check back regularly.  We will also notify you of any changes through our website.

The version number and date released will always be listed below:

Version number: 2

Date released: August 2026