HIG Privacy Policy

Last updated: August 2026

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1. About this policy

This Privacy Policy explains how Home Improvements Guarantee Limited ("HIG", "we", "us" or "our") collects, uses, stores and shares personal information when you use our website, contact us, apply for or hold contractor membership, register a job, or otherwise interact with our services.

 

HIG is the controller of the personal information described in this policy, except where we process information solely on behalf of another organisation under its written instructions.

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2. Information we collect

The information we collect depends on how you interact with HIG. It may include:

• Homeowners and customers: name, contact details, property address, project details, guarantee or policy information, verification requests, and information relating to complaints, claims or disputes.

• Contractors and contractor representatives: company and contact details, trading information, details of directors or responsible persons, insurance and qualification evidence, references, membership information, and job-registration details.

• Website visitors: technical information such as IP address, browser type, device information, website usage data and cookie information, where these technologies are in use and permitted by law.

• Correspondence: information contained in emails, telephone notes, online forms, messages and other communications with HIG.

• Information relating to legal, regulatory or insurance matters: information reasonably required to investigate, administer or defend a complaint, claim, dispute or suspected fraud.

 

Please do not provide sensitive personal information unless we specifically request it or it is necessary for the matter you are asking us to deal with.

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3. How we obtain information

We may collect personal information:

• directly from you, including through forms, applications, registrations, telephone calls, emails and other communications;

• from contractors, homeowners, referees, insurers or underwriting partners involved in a relevant project or guarantee;

• from professional advisers and service providers acting for or supporting HIG;

• from public registers, regulators, law-enforcement bodies or other authorities where permitted or required; and

• automatically through our website, including through cookies and similar technologies, subject to our cookie controls.

 

4. How we use personal information

We may use personal information to:

• administer contractor membership and related services;

• assess applications and verify contractor identity, experience, insurance, qualifications and other supporting evidence;

• register and administer jobs, guarantees, policies, claims or related enquiries;

• communicate with homeowners, contractors, suppliers, insurers and other relevant parties;

• respond to enquiries, complaints, claims and disputes;

• maintain accurate business, membership, financial and service records;

• detect, investigate and prevent fraud, misuse, unauthorised activity and other wrongdoing;

• manage payments, invoicing, accounting and debt recovery;

• obtain professional, legal, accounting, technical or other specialist advice;

• comply with legal, regulatory, insurance, tax, accounting and reporting requirements;

• establish, exercise or defend HIG's legal rights; and

• operate, secure, maintain and improve our website, systems and services.

 

We will not use personal information for purposes that are incompatible with the purpose for which it was collected unless we are permitted or required to do so by law.

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5. Lawful bases for processing

We rely on one or more of the following lawful bases under UK data-protection law, depending on the circumstances:

• Contract: where processing is necessary to enter into or perform an agreement with you, or to take steps at your request before entering into an agreement.

• Legal obligation: where processing is necessary for HIG to comply with a legal or regulatory obligation.

• Legitimate interests: where processing is necessary for HIG's legitimate interests, or those of a third party, provided those interests are not overridden by your rights and interests. This may include administering the scheme, verifying evidence, maintaining records, preventing fraud and managing disputes.

• Consent: where we ask for your consent, including where required for certain non-essential cookies, marketing communications or other optional processing. You may withdraw consent at any time; withdrawal does not affect processing carried out before withdrawal.

 

Where we rely on legitimate interests, we will consider the nature of the processing, its impact on individuals and any appropriate safeguards.

 

6. When information is required

Some information or documents may be necessary to process a membership application, verify a contractor, register a job, administer a guarantee, respond to an enquiry or comply with a legal obligation. Where information is mandatory, we will normally identify this at the point of collection.

 

If required information is not provided, we may be unable to process an application, complete verification, register a job, administer the relevant service or respond fully to your request.

 

7. Who we share information with

We do not sell personal information. We may share information where reasonably necessary with:

• insurers and underwriting partners involved in a guarantee, policy, claim or related service;

• contractors, homeowners and other parties involved in a relevant project, registration, enquiry, claim or dispute;

• suppliers and service providers supporting our website, hosting, CRM, databases, document storage, payments, communications, cybersecurity and IT systems;

• professional advisers, including legal, accounting, insurance and other advisers;

• banks, payment providers and debt-recovery providers where necessary for financial administration;

• regulators, law-enforcement bodies, courts, government departments and other authorities where disclosure is required or permitted; and

• other parties where necessary to establish, exercise or defend legal rights or to protect the rights, property or safety of HIG, our customers or others.

 

Where a supplier processes personal information on our behalf, we will use appropriate contractual and organisational arrangements to protect that information.

 

8. International transfers

Some suppliers may store or access personal information outside the United Kingdom. Before publication, HIG will confirm the locations used by its website, CRM, email, analytics, cloud-storage, payment and other relevant providers.

Where personal information is transferred outside the UK, we will use an appropriate lawful transfer mechanism and safeguards where required, such as a UK adequacy regulation or approved contractual safeguards. Further information about relevant safeguards may be requested using the contact details in this policy.

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9. How long we keep information

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including any applicable legal, regulatory, insurance, accounting, dispute-resolution or record-keeping requirements.

Retention period: We retain personal information for 12 months, or for as long as legally required.

 

When information is no longer required, we will securely delete it or anonymise it where appropriate.

 

10. Security

We use appropriate technical and organisational measures designed to protect personal information against accidental loss, unauthorised access, alteration, disclosure or destruction. These measures may include controlled access, password protection, backups, staff procedures, supplier due diligence and incident-management processes.

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No method of transmission or storage is completely secure. If HIG becomes aware of a suspected personal-data breach, we will assess and respond to it in accordance with our legal and regulatory obligations.

 

11. Your rights

Subject to applicable legal conditions and exemptions, you may have the right to:

• request access to the personal information we hold about you;

• ask us to correct inaccurate or incomplete information;

• request erasure of your information;

• ask us to restrict processing;

• object to processing based on legitimate interests or to certain direct marketing;

• request data portability in applicable circumstances; and

• withdraw consent where processing is based on consent.

 

To exercise a right, contact us at admin@higuk.co.uk. We may ask for information to verify your identity and may need additional details to locate the relevant records. We will respond within the period required by applicable law.

 

12. Automated decision-making

HIG does not make decisions about homeowners or contractor membership solely by automated means where those decisions produce legal or similarly significant effects.

 

Applications and verification decisions involve human review. We do not use automated profiling, scoring or eligibility tools.

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13. Cookies and analytics

Our website may use cookies and similar technologies. Essential technologies may be required for the website to operate, remain secure or remember choices. We will seek consent before using non-essential analytics, advertising or similar technologies where consent is required.

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Please refer to our separate Cookie Policy for details of the technologies used and the choices available to you.

 

14. Children

HIG's services are intended for adults aged 18 and over and are not directed at children under 18. We do not knowingly seek to collect personal information from children through our membership or job-registration processes.

 

If you believe that a child has provided personal information to us, please contact us so that we can investigate and take appropriate action.

 

15. Third-party websites

Our website may contain links to third-party websites or services. Those websites operate under their own privacy notices and terms. HIG is not responsible for the privacy practices of third parties, except to the extent required by law.

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16. Complaints

If you have a question or concern about how HIG uses your personal information, please contact us first at admin@higuk.co.uk.

 

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection. Current contact details are available on the ICO website.

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17. Changes to this policy

We may update this policy from time to time to reflect changes to our services, systems, suppliers, legal obligations or data-protection practices. The latest version will be published on our website with its effective or last-updated date.

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Contact: admin@higuk.co.uk
Last updated: August 2026