Privacy Policy

About us

In this Policy we use the terms “we”, “us”, and “our” (and other similar terms) to refer to Arrow Car Hire; we act as a data controller responsible for your personal data.

Arrow Car Hire are the trading names Arrow Car Hire UK London Limited, a company registered in England & Wales (company number 12683567. Our registered office is: 5 Brayford Square, Brayford Square, London, EnglandE1 0SG.

Arrow Car Hire Panel partners

When a call is made in response to marketing under Arrow Car Hire brand, it will be answered by Arrow Car Hire. We work in association with a panel partners included but not limited to solicitors and other car hire companies. We may, with your consent, pass your data to a panel partners where necessary . Any data or information you provide to the panel partners will be handled in accordance with their own Privacy Policy.

Privacy policy

Introduction and contact information

This privacy statement tells you what to expect when we collect your personal information. We’ll explain what data we hold about you, how we collect and use your data and whether we share it with other organisations. It is an essential part of our business to collect and manage client and non-client data.

Protecting your data is very important to us. We’re the data controller for the purpose of data protection legislation and we’re registered with the Information Commissioner’s Office (ICO) which is the UK’s data protection regulator. If you want to ask us for information about your data or this privacy policy, please contact the Arrow Car Hire ‘s Compliance Team at 5 Brayford Square, Brayford Square, London, England E1 0SG or by email at info@www.arrowcarhire.co.uk  and we’ll respond to you directly.

We’ve purposely drafted this notice to be clear and concise so it’s a summary of how we collect and use your personal information. If you’d like more details about how we collect and use it, you’ll find this in our website Terms & Conditions and with letters or documents we send to you including our customer care terms and conditions, where applicable. If you can’t find the information you’d like, please contact us.

This privacy notice applies to:

• Visitors to our websites and use of cookies.

• Information we obtain about you.

• When we collect your information

• How we use your information.

• Sharing your information.

• Where we store your personal information.

• International data transfers.

• Your rights of access to information.

• Other rights you might have.

• Changes to this policy statement.

When do we collect your data?

The main situations where we may collect your data are as follows:

• When you contact us to consider a potential claim against another party arising from an accident or medical negligence. We will ask you to provide personal data to enable us to make an assessment on whether you might have a claim.

• We may collect data if you make an enquiry online via our website or by e-mail enquiry. This is needed to enable us to contact you and respond to your query.

• We collect data when you give a third-party permission to share with us the information they hold about you.

• When you contact us by any means with queries or complaints etc.

• When you choose to complete any surveys that we may send you

• During your claim, when Arrow Car Hire is acting on your behalf.

We may collect your data in the following situations:

• Potential Claims for Accidents or Medical Negligence: When you reach out to us regarding a possible claim against another party due to an accident or medical negligence, we will request your personal data. This information is necessary to assess the validity of your potential claim.

• Online or Email Enquiries: If you make an enquiry through our website or via email, we will collect your data to contact you and respond to your query appropriately.

• Third-Party Information Sharing: We collect data when you authorize a third party to share their information about you with us.

• General Queries or Complaints: When you contact us by any means with questions or complaints, we will collect data during these interactions to address your concerns effectively.

• Survey Participation: If you choose to complete any surveys we send, we will collect the data you provide to improve our services and understand your needs better.

• Claims Management by National Accident Law: Throughout the duration of your claim, when National Accident Law is acting on your behalf, we will collect and process relevant data to manage and progress your case effectively.

Visitors to our websites and use of cookies

When someone visits our websites, we use a third-party service, Google Analytics, to gather standard internet log information and details about visitor behaviour patterns. This helps us understand metrics such as the number of visitors to different parts of the site. Cookies enhance your browsing experience on our website and help us improve our site. You can learn more about our use of cookies and Google Analytics here.

Information about you

Most of the information we hold about you will be provided directly by you, typically when you communicate with us. This may include your name, address, email address, phone numbers, financial details, and, when relevant, information about any incidents or matters in which you have been involved. This could encompass details about any injuries sustained, other parties involved, and any additional information pertinent to the services we offer. In some cases, information about you may come from other organizations, such as those that refer your case to us, other business websites, insurers, online marketing platforms, or other service providers. These sources, known as “introducers,” may provide us with your information. We may compensate these businesses for the marketing and other costs they incur in providing these services to us. These payments are part of our business expenses and are not passed on to you. Please note that these businesses are also data controllers, and we encourage you to review their privacy notices to understand how they handle your information.

We also collaborate with other third parties, such as expert witnesses and professional advisors, who may provide us with additional information about you. Additionally, we routinely check your details against the Government’s financial sanctions targets list. Witnesses involved in your case may also provide us with information about you. We retain your information for at least seven years after the conclusion of all services, or longer if required, depending on the duration of our dealings with you. When applicable, and with your consent, any data returned to us by a panel firm will be retained for a period of 12 months, after which all personally identifiable information will be deleted.

All data is stored in accordance with our retention policy, and your information will always be held securely. Under Data Protection legislation, we are required to ensure that your personal information is accurate and up-to-date. Please notify us promptly if any of your details change

How we use your information

Our Services and Products

We use your information to deal with enquiries you make about our services, to make an assessment on whether you might have a claim, to provide legal services to you, to help us improve our services, to notify you about changes to our services and for related purposes that include:

• To provide you with the information, products, and services that you request from us.

• Where applicable to pass on or make available your enquiry, with your consent, to our panel solicitors to help them communicate with you directly and to provide their service to you.

• To provide services and information to our panel solicitors and third-party marketing partners that they can use to benchmark and improve their performance, and for us to measure their quality.

• To allow you to participate in the interactive services available on our site

• To contact you occasionally about important changes to our Privacy. Notice or this policy or developments to our site or our services.

• Identity verification and fraud prevention (including online verification and credit checks)

• Updating and enhancing your records and analysis to help us manage our practice

• Legal and regulatory compliance that help us fulfil our legal obligations.

• Checking how happy you are with our services (including customer satisfaction questionnaires)

• Tracing and collecting debts.

• To contact you via a review site, such as Trust Pilot for your views on our services. We’ll seek feedback about your experience to analyse and improve our services and products.

• To contact you about whether you would like to provide a customer testimonial about our service.