Privacy Notice


Your personal information
Who are we?
How do we collect personal information?
Why do we collect personal information?
What sort of personal information do we collect?
Special types of information
Do you share my personal information with anyone else?
How long do we keep personal information?
Do we send personal information outside the UK and the European Economic Area?
What are my rights?
Who do I need to contact about the information you hold about me or if I have a concern?
Using our website

Your personal information

It is very important to us that your personal information is safe and secure, and only used for the right reasons. As a Mutual, we are owned by our customers – our Members – and we want to make sure that our Members trust us and are confident that we respect the privacy and legal rights of everyone whose personal information we hold.

This privacy notice explains why we collect personal information and how we use it.  It also tells you about your legal rights.

We collect and use personal information about our Members, people connected with a Member’s business and people who ask us for quotations for cover or about another service or product we offer or arrange. 

If you have Home Cover, we may also collect and use information about members of your family included in your cover.

We may also be given information about someone making a claim against one of our Members. 

Who are we?

We are The NFRN Mutual Limited, trading as The Retail Mutual.

How do we collect personal information?

We collect information from you:

  • when you ask us for a quote and apply for membership
  • when you renew or make changes to your cover with us
  • if you ask us about or have a service or product we arrange
  • when you contact us by phone, email or letter
  • if you make a claim
  • if you make a complaint
  • if you enter one of our competitions
  • If you take part in one of our promotions.

If you are making a claim against a Member, we may be given information about you by your solicitor, doctor or employer.

We may also buy or receive contact information from other organisations which contains personal information.  We will only use your information if we are entirely satisfied that you have agreed that the other organisation can give your personal information to us for our marketing purposes.

We record telephone calls to make sure that we follow instructions correctly and for staff training purposes.

Why do we collect personal information?

We collect, use and store personal information for our legitimate business interests, the legitimate interests of our Members, people in our Members’ businesses and families and the general public, and so that we can:

  • give you information you ask for about our products and services
  • give you a quote for the cover we offer
  • make a decision about accepting you or your business as a Member of the Mutual and giving cover
  • confirm your identity
  • provide our cover
  • arrange insurance
  • arrange or introduce products and services provided by somebody else
  • understand our Members’ needs and requirements so we can improve current products and develop new products
  • comply with Companies Act requirements and meet other legal obligations
  • send information and documents about company matters
  • tell you about changes to our services
  • administer the cover and collect contributions
  • if you pay your contribution monthly, arrange credit for you
  • investigate, process and pay claims
  • obtain legal advice on claims
  • recover debts
  • bring or defend legal actions
  • detect crime and prevent fraud
  • respond to complaints
  • carry out market research
  • if you agree, tell you by post, email, telephone call or text about products and services we offer.

If you have agreed that we contact you to tell you about our products and services, you can ask us to stop sending you that information at any time.  Please let us know if you no longer want to receive it.

We may use information about you in order to comply with financial sanctions which apply in the UK and internationally.  This may include checking information on HM Treasury’s lists of financial sanctions targets.

What sort of personal information do we collect?

Personal information is anything that can identify a living person. The information we collect may include:

  • name and address
  • telephone number and email address
  • age, marital status, gender, racial and ethnic origin
  • photograph
  • passport
  • driving licence details
  • bank account details
  • credit/debit card details
  • claims history
  • employment records
  • health and medical records
  • criminal records information.

Special types of information

Information about racial and ethnic origin and health, and medical records are known as “special category data” and need special protection.  We will only use your special category data if you agree that we can use it for one or more specified purposes.

If you give us special category data about someone who will be included in your cover, please make sure that you only give it to us if they have agreed that you can.

When you apply for or renew your cover, we may ask if you, or someone who is to be included in your cover:

  • have any unspent criminal convictions
  • have been charged with a criminal offence which has not yet gone to court
  • are a defendant in current proceedings in a criminal court.

You must tell us if any of these things apply. You do not have to give us any more information than that if you do not want to, but if you do not give us details (for example if you have an unspent conviction, when it was and what it was for) we may not be able to give you cover.

Do you share my personal information with anyone else?

We share personal information with our Managers. They run our day to day business including marketing, sales, renewals and claims and complaints handling.  We also share personal information with other organisations who are essential to the running of our business and the services and products we provide to our Members, such as insurers, underwriters, loss adjusters, legal and medical advisers. We have contracts with our service providers which say that they can only use the information we give them to provide services to us and our Members and to comply with legal obligations.

We may also give personal information to fraud prevention agencies.

The police and other law enforcement authorities can ask for personal information to detect or prevent crime or to comply with legal obligations.  If they ask, we have to give the information.

We will not give information to anyone else unless:

  • the person agrees
  • we are allowed or required by law to disclose it
  • we are involved in a sale, merger, reorganisation, transfer of business or dissolution.

We will not give information to any other organisation for their own marketing purposes unless you have agreed that we can.

Our Managers manage several other Mutuals. They may use information from some or all of the Mutuals to help improve the services they and the Mutuals provide, and to make sure that records are accurate and up to date. Someone involved in the management of another Mutual may need to have access to personal information we hold, so procedures are in place to make sure that such access is only allowed on a need to know basis and that the use of the personal information is always fair and lawful.

How long do we keep personal information?

We will only keep the information for as long as we need to use it for the purposes it was given to us and for our business needs in line with our information retention standards (available on request), or as required by law or regulation.

When we no longer need to keep your information we will securely and confidentially destroy it.

Do we send personal information outside the UK and the European Economic Area?

We do not currently send personal information outside the UK or the EEA, but if we ever did, we would have a contract in place to make sure that the information is protected if we give it to businesses and organisations in countries that do not provide the same level of personal information protection as the UK.

Can I tell you to stop using my personal information?

If the only reason we hold your information is because you have agreed we can, you can tell us to stop using all or part of it at any time.  This includes information about your health and medical records, but if you are making a claim for personal injury and you tell us to stop using your medical records, we may not be able to deal with your claim.

Will you tell me if you change the way you use my information?

If we want to use your information for a new reason which isn’t the same as the original reason for collecting it and which you might not expect, we will write to you to tell you about the new reason and explain why we want to use the information in the new way.

If the only reason we hold your information is because you have agreed we can, we will ask you if you agree to the new use.  If you don’t agree, this may affect what we can do for you.

What are my rights?

The law gives you special rights. You have the right to:

  • know if we are holding your information
  • know what we use it for
  • know what sort of information we hold
  • know who we share it with
  • know how long we will keep your information
  • receive a copy of the information we hold
  • have irrelevant information deleted
  • have any inaccuracies corrected
  • restrict the way we use your information until inaccuracies are corrected
  • in some cases, have your information deleted from our records
  • where we use your information to send you details of our other products and services, tell us to stop sending the details.

Who do I need to contact about the information you hold about me or if I have a concern?

If you have any questions about how we collect and use your information, or:

  • if you want a copy of it 
  • if you are unhappy with the way we are using your information
  • you believe we should not be using it
  • you would like to know more about a quote you obtained online

please contact us:
The Information Officer
The NFRN Mutual Limited
8 Maltings Place
169 Tower Bridge Road
London SE1 3JB

Telephone:  0333 2121 006
Email: [email protected]

If you wish to make a complaint, we will deal with your complaint as quickly as we can.

You also have the right to make a complaint to the Information Commissioner’s Office (ICO). You can contact the ICO by:

  • completing the details at
  • telephoning 0303 123 1113
  • writing to

Information Commissioner’s Office
Wycliffe House
Water Lane

SK9 5A

If you live in Scotland, Wales or Northern Ireland, you can chose to contact your local ICO office:

Scotland & Wales

Information Commissioner’s Office
45 Melville Street 2nd floor, Churchill House
Edinburgh  EH3 7HL Churchill Way Cardiff  CF10 2HH

Tel: 0303 123 1115 Tel: 029 2067 8400
Email: [email protected] Email: [email protected]      

Northern Ireland  

Information Commissioner’s Office
3rd Floor
14 Cromac Place
Belfast BT7 2JB

Tel: 028 9027 8757 or 0303 123 1114
Email: [email protected]

Using our website

We collect personal information directly from you on our website:

  • if you complete a contact form
  • through quote forms.

When you visit we collect information through ‘cookies’ so we can improve your online experience. By using cookies, we can improve the efficiency of our website, remember your preferences and improve navigation. View our cookie policy. To find out more about cookies and how they are used visit or

We use a third-party service, Google Analytics to collect details of visitor behaviour patterns to understand how many people have visited the site, what pages have been visited and how we can make sure the site meets their needs. This information is processed in a way that does not identify individuals.

When you visit our website, we collect information you have entered via our website contact form and quote form. This information is retained and used to understand your interest in our website, improve customer use experience, determine pricing and/or offer you available discounts.