How we collect, use, and protect your personal data when you use the FixOnCall connection service.
Plain English summary: When you call FixOnCall or leave a voicemail, we collect your name, phone number, and the nature of your issue. We use this solely to connect you to an available engineer. We share only what's necessary with the engineer fulfilling your request. We do not sell your data. We do not use it for marketing. You can ask us to delete it at any time.
FixOnCall Ltd ("FixOnCall", "we", "us", "our") is an emergency trade connection service registered in England and Wales. We operate as a data controller under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We connect callers to independent, self-employed tradespeople ("engineers"). As a connection service rather than a contractor, your personal data is shared with these independent engineers solely to fulfil your service request — not because they are our employees.
Contact: hello@fixoncall.co.uk
We collect only the minimum data necessary to connect you with an engineer and follow up if needed.
| Data | How collected | Why |
|---|---|---|
| Phone number | Inbound call / voicemail | To connect you to an engineer and call you back |
| First name | Voicemail message | To address you correctly when calling back |
| Nature of issue | Voicemail message | To connect you to the right engineer |
| Call recording | Inbound call / voicemail | Quality assurance and training |
| Email address | Email enquiry | To respond to your enquiry |
| Website usage data | Google Analytics | To understand how our site is used and improve it |
We do not collect sensitive personal data such as financial information, health data, or government identifiers.
We process your personal data under the following legal bases:
Your personal data is used solely for the following purposes:
We will never use your data for marketing purposes. We will never sell your data to any third party.
We share the minimum necessary data with the following parties:
| Recipient | Data shared | Purpose |
|---|---|---|
| Independent engineers | First name, phone number, nature of issue | To fulfil your service request |
| Voipfone (call provider) | Phone number, call recording | Call routing and voicemail infrastructure |
| Google Analytics | Anonymised website usage data | Website performance analysis |
| Google Workspace | Email content | Email infrastructure |
All engineers who receive your data are required to use it solely for the purpose of fulfilling your service request and are bound by a data processing agreement with FixOnCall.
We do not transfer your data outside of the United Kingdom or European Economic Area.
| Data type | Retention period |
|---|---|
| Call recordings | 30 days — then permanently deleted |
| Voicemail transcripts | 90 days — then permanently deleted |
| Email enquiries | 12 months — then permanently deleted |
| Call logs (number, time, duration) | 6 months — required for billing purposes |
| Website analytics | 26 months — Google Analytics default |
Under UK GDPR you have the following rights regarding your personal data:
Request a copy of all personal data we hold about you.
Request deletion of your personal data at any time.
Request correction of any inaccurate data we hold.
Request that we limit how we use your data.
Object to processing based on legitimate interests.
Request your data in a portable, machine-readable format.
To exercise any of these rights contact us at hello@fixoncall.co.uk. We will respond within 30 days. There is no charge for making a request.
If you are unsatisfied with our response you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
Our website uses Google Analytics 4 to collect anonymised data about how visitors use fixoncall.co.uk. This includes pages visited, time on site, and general location data at city level. No personally identifiable information is collected through analytics.
Google Analytics uses cookies — small files stored on your device. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on available at tools.google.com/dlpage/gaoptout.
We do not use advertising cookies, retargeting cookies, or any cookies that track you across other websites.
Calls to FixOnCall numbers and voicemail messages may be recorded. You are notified of this in our voicemail greeting before leaving any message.
Recordings are used solely for quality assurance, training, and service improvement purposes. They are stored securely via Voipfone and permanently deleted after 30 days.
Voicemail transcripts — summaries of the content of your voicemail — may be shared with the engineer being connected to you, containing only your first name, phone number, and the nature of your issue.
We may update this Privacy Policy from time to time. The current version will always be published at fixoncall.co.uk/privacy. The date at the top of this page reflects when it was last updated.
Continued use of the FixOnCall service following any update constitutes acceptance of the revised policy.
This policy is governed by the laws of England and Wales.
For any questions about this policy, to exercise your rights, or to request deletion of your data — contact us directly. We aim to respond within 5 working days.
✉ hello@fixoncall.co.uk