Privacy Policy

Last updated: 01/07/26

SVR, part of the Nationwide Assistance Group, is committed to protecting the privacy and security of your personal information. We will always treat you and your data fairly and in accordance with applicable data protection legislation.

This Privacy Policy explains how we collect, use, store and disclose personal information supplied to us through this website, by telephone, by email, through contact forms, or through stolen vehicle recovery referrals received from clients, insurers, hire and lease companies, fleet operators, tracking partners or other authorised parties.

This policy also explains your rights in relation to personal data that we hold about you.

1. Who we are

SVR provides specialist stolen vehicle recovery support across the UK.

SVR is part of the Nationwide Assistance Group. For the purposes of this website and the services described on it, SVR is operated by Nationwide Assistance Group Ltd.

For the purposes of data protection law, the data controller is:

2. Information we may collect

We may collect and process personal information when you contact us, use our website, submit an enquiry, request recovery assistance, or where information is provided to us by a client, insurer, hire or lease company, fleet operator, tracking partner or other authorised organisation.

The personal information we collect may include:

• Your name and contact details, including telephone number, email address and postal address.
• Details of your enquiry or recovery request.
• Vehicle information, including registration number, make, model, colour, VIN or other identifying details.
• Details relating to a stolen vehicle incident.
• Vehicle location information where supplied to us by you, a client, insurer, tracking partner or other authorised party.
• Photographs, images or video footage of vehicles where required for recovery, inspection, storage, onward movement or evidence purposes.
• Recovery, storage, movement and destination details.
• Insurance, fleet, hire, lease or claim reference information where relevant.
• Records of calls, emails, messages and correspondence.
• Website usage information, including analytics data where you have consented to analytics cookies.
• Cookie consent preferences and technical information about how you use our website.

In limited circumstances, we may also receive information about personal circumstances where it is relevant to a recovery request, for example safety concerns, access requirements or other information needed to manage an enquiry appropriately.

We do not intentionally collect special category personal data through this website. If such information is provided to us as part of a recovery or support enquiry, we will only use it where necessary and in accordance with data protection law.

3. How we collect information

We may collect personal information directly from you when you:

• Contact us by phone, email or contact form.
• Submit an enquiry through our website.
• Request stolen vehicle recovery support.
• Communicate with us about a recovery, storage or onward movement request.
• Manage your cookie preferences on our website.

We may also receive personal information from third parties, including:

• Insurers.
• Hire and lease companies.
• Fleet operators.
• Tracking companies and technology partners.
• Recovery contractors and service providers.
• Police or other authorities where appropriate.
• Repairers, storage providers or onward movement providers.
• Other authorised parties involved in a recovery request.

4. How we use your information

We use personal information where necessary to provide our services, manage enquiries and support stolen vehicle recovery activity.

We may use your information to:

• Respond to enquiries submitted through the website.
• Assess and manage stolen vehicle recovery requests.
• Coordinate recovery, storage and onward movement.
• Communicate with clients, customers, partners and recovery contractors.
• Verify vehicle, location and recovery information.
• Provide updates in relation to a recovery case.
• Arrange movement to secure storage, an authorised repairer, a client depot, owner address or another agreed destination.
• Maintain records of recovery activity and case handling.
• Manage contractual obligations with clients and partners.
• Improve our website and services.
• Manage cookie consent and website analytics preferences.
• Comply with legal, regulatory, insurance and operational obligations.
• Protect our business, staff, clients, contractors and service users.

5. Lawful basis for using personal information

We will only use your personal information where we have a lawful basis to do so.

Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract

Where processing is necessary to provide a service, manage a recovery request, or perform obligations under a contract with you, a client or partner organisation.

Legitimate interests

Where processing is necessary for our legitimate business interests, including responding to enquiries, managing recovery cases, coordinating contractors, protecting vehicles and assets, maintaining records, improving services and supporting operational activity.

Legal obligation

Where we need to process information to comply with legal or regulatory requirements.

Consent

Where we rely on your consent, for example for non-essential website cookies or analytics cookies. You can withdraw consent at any time by changing your cookie preferences.

Vital interests

In rare cases, where processing is necessary to protect someone’s life or safety.

6. Who we may share information with

We may share personal information where necessary to manage enquiries, provide services, support stolen vehicle recovery activity or comply with legal obligations.

This may include sharing information with:

• Insurers.
• Hire and lease companies.
• Fleet operators.
• Tracking partners.
• Recovery contractors.
• Secure storage providers.
• Repairers and inspection providers.
• Transport and onward movement providers.
• Technology and systems providers.
• Website hosting and analytics providers.
• Professional advisers.
• Group companies or associated businesses where relevant.
• Police, regulators, courts, insurers or other authorities where required or appropriate.

We only share information where there is a valid reason to do so and we expect third parties to handle personal data securely and appropriately.

7. Website analytics and cookies

Our website may use cookies and similar technologies to make the website work, improve performance and understand how visitors use the site.

Necessary cookies are required for the website to function and cannot usually be switched off.

Analytics cookies, including Google Analytics cookies, are only used where you have given consent. These help us understand how visitors use the website, which pages are visited and how the website can be improved.

You can accept, reject or manage non-essential cookies using the cookie banner or the “Manage Cookie Preferences” link on our website.

For more information, please see our Cookie Policy.

8. How long we keep information

We will only keep personal information for as long as necessary for the purpose it was collected.

The length of time we keep information may depend on the type of data, the nature of the enquiry or recovery case, contractual requirements, insurance requirements, legal obligations and business record-keeping needs.

Unless a different retention period applies, we may retain relevant records for up to six years after the end of the matter or contract. In some cases, information may be kept for longer where required by law, insurance, regulatory, contractual or dispute-related reasons.

When information is no longer required, we will securely delete, anonymise or dispose of it.

9. How we protect your information

We take appropriate steps to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

These steps may include access controls, secure systems, staff guidance, password protection, secure storage, supplier controls and other technical and organisational measures.

Although we take reasonable steps to protect your data, no website, email system or online transmission can be guaranteed to be completely secure.

10. International transfers

Where possible, we aim to store and process personal information within the UK or European Economic Area.

Some service providers, such as website, analytics or technology providers, may process data outside the UK or EEA. Where this happens, we will take steps to ensure appropriate safeguards are in place in accordance with data protection law.

11. Your rights

Under data protection law, you have rights in relation to your personal information. These may include the right to:

• Request access to the personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Ask us to delete personal information in certain circumstances.
• Ask us to restrict processing in certain circumstances.
• Object to processing based on legitimate interests.
• Request a copy of your information in a portable format in certain circumstances.
• Withdraw consent where we rely on consent.
• Complain to the Information Commissioner’s Office.

Your rights may be subject to certain legal limitations, depending on the circumstances.

12. How to contact us

If you have any questions about this Privacy Policy or how we use your personal information, please contact:

13. Complaints

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection matters.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page with an updated “last updated” date.