Privacy Policy


Your Personal information

The protection of your personal information is important to us.  We respect your privacy and want you to understand how we use the information that you provide to us.

This Privacy Policy together with our terms and conditions, sets out the basis in which we may collect, share and use your personal information.

In accordance with the General Data Protection Regulation and related UK data protection legislation, Neos Ventures Limited (“we”, “our”, “us”) is committed to respecting and protecting the confidentiality and security of the information that you provide to us.


Personal information we may collect

We may collect and process the following types of personal information from you when you request a quote, connect with us or use our Neos services or products:

  • Contact details:information that allows us to contact you directly such as your name, email address, telephone number and addresses associated with your account or order.  If you contact us, we may keep a record of that correspondence.
  • Transaction information:records of the products and services you purchase from us such as, for example our Insurance policies and associated products and services.
  • Payment information:details you provide to make payment for the products and services you purchase from us.
  • Neos account details:when you download and use the Neos app, you will be asked to register with us and create an account. Your account details include your user name, password and your contact details, such as your name, address and email address.
  • Delivery information:information relating to the delivery of our products to you.
  • Installation and service history:records relating to the installation of our products at your home or property and information relating to the servicing of that product.
  • Device information:information about the devices that you connect to our products, website or Neos app, such as details about the type of device (which can include unique device identifying numbers), its operating system, the browser you use and applications on the device that connect to our products and services. It can also include details of your internet service provider, mobile network, current IP address and location.
  • How you use Neos products and services:we may collect information about how you are using Neos products and services in your home and their performance.
  • How you use the Neos app and our website:when you use the Neos app or our website we collect information about the pages you look at and how you use them, traffic data, location data, logs, error & crash-reporting, and other communication data and the resources that you access.
  • Records of your discussions with our customer support teams:when you share comments and opinions with us, ask us questions or make a complaint we may keep a record of this.  In line with relevant laws and regulations, we may also monitor and record our phone calls with you to make sure we are living up to the standards we set.
  • Location information:we will collect information about your location when you choose to share that with us.
  • Responses to surveys, competitions and promotions:we keep records of any surveys you respond to or your entry into any competitions or promotions we run.
  • Recruitment: Information that you provide to us when you express an interest in joining our company, either directly or via an agency.


How we may use your personal information

We may use your personal information for the purposes of:

  • providing you with our products and services for the ongoing maintenance of your account
  • providing quotes for our products and services
  • taking payments for our products and services
  • delivery and installation of our products
  • answering your questions or handling complaints
  • providing monitoring services
  • improving our products and services to you
  • to update you on our product and service development
  • investigating unauthorised use of Neos products and services
  • We may anonymise and aggregate any of the personal information we hold (so that it does not directly identify you), for the purposes of developing our products and services


Where we may collect your personal information from

We may collect personal information from a number of sources. These include the following:

  • Directly from you
  • Our website, app and Neos products and services
  • Other companies we work with


Who we may share your personal information with

We may share your personal information to any member of our group of companies, our subsidiaries or third parties connected with the provision of our products and services. For example:

  • Installers and service engineers
  • Delivery companies
  • Other service providers and advisors
  • Market research providers


We may disclose your personal information to third parties:

  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions or other agreements; or to protect the rights, property, or safety of us, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction
  • If you give explicit permission to do so

We may provide third parties with anonymise and aggregate statistical information we hold (so that it does not directly identify you) about users of our products and services


How we process and store your personal data

The personal data that we collect from you will be processed and securely stored within the European Economic Area (“EEA”). Some data, for specific services, may be transferred to, processed or stored at a destination outside the EEA. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.



In accordance with the marketing preferences you set when creating your account or that you set with us a later date, we may contact you by email, push notification, text, mail or phone, to keep you updated on products and services. You can let us know at any time that you do not wish to receive marketing messages by sending an email to us at  or contacting the customer service team by phone or by webchat.

You can also unsubscribe from our marketing emails by clicking on the unsubscribe link in the emails we send to you.


Use of IP addresses and cookies

If you use our website or app, we may collect information about how you interact with us online. We use cookies and other similar technologies to help us do this.

We may collect information about your computer, including where available, your IP address, operating system and browser type, for system information and to report aggregate information to our advertisers. This is statistical data about our users’ browsing actions and patterns and does not identify any individual.

We may use cookies to identify you when you return to our websites, keep track of your quote progress and browsing patterns and build up a demographic profile. Use of cookies helps us to improve our website and deliver a better and more personalised service.

If you do not wish to have cookies placed on your computers, you should set your browser to refuse cookies.  However, switching off cookies may restrict certain functions on our website.


Service messages and notifications

We may send service messages directly to your smartphone or device through the Neos app.

Depending on the service you choose, you may also receive push notifications relating to the function of the Neos app, such as sensor alerts.

You may also receive service message or notifications by text message, phone or email depending on your products and service preferences

You can turn off service notifications at any time through your smartphone system settings.


Social media platforms

Communication, engagement and actions relating to Neos products and services, which are undertaken through external social media platforms, are subject to the terms and conditions as well as the privacy policies held with each social media platform respectively.

Users are advised to use social media platforms wisely and communicate/engage upon them with due care and caution in regard to their own privacy and personal details. This website nor its owners will ever ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email.

This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.


Access to your personal data

You have the following rights in relation to your personal information:

  • the right to be informed about how your personal information is being used;
  • the right to access the personal information we hold about you;
  • the right to opt-out of receiving direct marketing messages;
  • the right to request the correction of inaccurate personal information we hold about you; and
  • the right to request the blocking or deletion of your personal information where the processing does not comply with applicable data protection laws.

To exercise any of the above rights, or if you have any questions relating to your rights, please contact us by using the details set out in the ‘Contacting us’ section below.

If you are unhappy with the way we are using your personal information you can also complain to the UK Information Commissioner’s Office or your local data protection regulator. We are here to help and encourage you to contact us to resolve your complaint first.


How long we keep your personal information

We will keep your personal information for as long as you have an account with us. After you close your account with us we will keep your personal information for a reasonable period to maintain our records and legal obligations to you.

Audio and video recordings will only be available to you, for the period specified in your service agreement.


Changes to our privacy policy

We may update this privacy notice from time to time. When we change this notice in a material way, we will update the version date at the bottom of this page.

For significant changes to this notice we will try to give you reasonable notice unless we are prevented from doing so. Where required by law we will seek your consent to changes in the way we use your personal information.


How to contact us

For any questions relating to this Privacy Policy or our data protection practices, or to make a subject access request or any other request regarding the information we hold, please contact us at:

Neos Ventures Ltd | 47 Bermondsey Street | London | SE1 3XT

Tel: 0203 210 3000 | Email: | Website:


May 2018





Customers who have their insurance underwritten by Aviva Insurance Limited (Aviva) will also be subject to the additional privacy policy in relation to their insurance policy with Aviva:

Aviva Privacy Policy

In this notice “we”, “us” or “our” means Aviva Insurance Limited.


Personal Information

Aviva collect and use personal information about you so that Aviva can provide you with a policy that suits your insurance needs. This notice explains the most important aspects of how Aviva use your data but you can get more detail about the terms Aviva use and view their full privacy policy at or request a copy by writing to Aviva, Freepost, Mailing Exclusion Team, Unit 5, Wanlip Road Ind Est, Syston, Leicester LE7 1PD.

The data controller responsible for this personal information is Aviva Insurance Limited as the insurer of the product. Additional controllers include Neos Ventures Limited, who are responsible for the sale and distribution of the product, and any applicable insurers, reinsurers or brokers we use.


Personal information Aviva collect and it is used

Aviva will use personal information collected from you and obtained from other sources:

  • to provide you with insurance: Aviva need this to decide if Aviva can offer insurance to you and if so on what terms and also to administer your policy, handle any claims and manage any renewal,
  • to support legitimate interests that Aviva have as a business. Aviva need this to:
    – manage arrangements they have with insurers, reinsurers and brokers they use, and for the detection and prevention of fraud,
    – help Aviva better understand their customers and improve their customer engagement. This includes profiling and customer analytics which allows Aviva to make certain predictions and assumptions about your interests, make correlations about their customers to improve Aviva’s products and to suggest other products which may be relevant or of interest to customers,
  • to meet any applicable legal or regulatory obligations: Aviva need this to meet compliance requirements with their regulators (e.g. Financial Conduct Authority), to comply with law enforcement and to manage legal claims, and
  • to carry out other activities that are in the public interest: for example, Aviva may need to use personal information to carry out anti-money laundering checks.

Aviva may also use personal information about other people, for example family members you wish to insure on a policy. If you are providing information about another person Aviva expect you to ensure that they know you are doing so. You might find it helpful to show them this privacy notice.

The personal information Aviva collect and use will include name, address and date of birth, financial information and details of your home. If a claim is made Aviva will also collect personal information about the claim from you and any relevant third parties. Aviva may also need to ask for details relating to the health or any unspent offences or criminal convictions of you or somebody else covered under your policy. Aviva recognise that information about health and offences or criminal convictions is particularly sensitive information. Aviva will ensure that they only use that information where Aviva need to for our insurance purposes (including assessing the terms of your insurance contract, dealing with changes to your policy and/or dealing with claims).

There may be times when Aviva need consent to use personal information for a specific reason. If this happens Aviva will make this clear to you at the time. If you give Aviva consent to using personal information, you are free to withdraw this at any time by contacting them – refer to the “Contacting Aviva” details below. Please note that if consent to use this information is withdrawn Aviva will not be able to continue to process the information you gave them for this/these purpose(s). This would not affect Aviva’s use of the information where consent is not required.

Of course, you don’t have to provide Aviva with any personal information, but if you don’t provide the information they need Aviva may not be able to proceed with your application or any claim you make.

Some of the information Aviva use as part of this application may be provided to Aviva by a third party. This may include information already held about you and your home within the Aviva group, including details from previous quotes and claims, information Aviva obtain from publicly available records, their trusted third parties and from industry databases, including fraud prevention agencies and databases.


Credit Reference Agency Searches

To ensure Aviva have the necessary facts to assess your insurance risk, verify your identity, help prevent fraud and provide you with their best premium and payment options, Aviva may need to obtain information relating to you at quotation, renewal and in certain circumstances where policy amendments are requested. Aviva or their agents may undertake checks against publicly available information (such as electoral roll, county court judgments, bankruptcy orders or repossession(s)). Similar checks may be made when assessing claims.

The identity of our Credit Reference Agency and the ways in which they use and share personal information, are explained in more detail at


Automated decision making

Aviva carry out automated decision making to decide whether they can provide insurance to you and on what terms, deal with claims or carry out fraud checks. In particular Aviva use an automated underwriting engine to provide a quote for this product, using the information they have collected.


How Aviva share your personal information with others

Aviva may share your personal information:

  • with the Aviva group, their agents and third parties who provide services to Aviva, Neos Ventures Limited and other insurers (either directly or via those acting for the insurer such as loss adjusters or investigators) to help Aviva administer their products and services,
  • with regulatory bodies and law enforcement bodies, including the police, e.g. if Aviva are required to do so to comply with a relevant legal or regulatory obligation,
  • with other organisations including insurers, public bodies and the police (either directly or using shared databases) for fraud prevention and detection purposes,
  • with reinsurers who provide reinsurance services to Aviva and for each other in respect of risks underwritten by Aviva, with insurers who cover Aviva under its group insurance policies and with their brokers who arrange and manage such reinsurance and insurance arrangements. They will use your data to decide whether to provide reinsurance and insurance cover, arrange and manage such cover, assess and deal with reinsurance and insurance claims under such cover and to meet legal obligations. They will keep your data for the period necessary for these purposes and may need to disclose it to other companies within their group, their agents and third-party service providers, law enforcement and regulatory bodies.

Some of the organisations Aviva share information with may be located outside of the European Economic Area (“EEA”). Aviva will always take steps to ensure that any transfer of information outside of Europe is carefully managed to protect your privacy rights. For more information on this please see our Privacy Policy or contact Aviva.


How long Aviva keep your personal information for

Aviva maintain a retention policy to ensure they only keep personal information for as long as they reasonably need it for the purposes explained in this notice. Aviva need to keep information for the period necessary to administer your insurance and deal with claims and queries on your policy. Aviva may also need to keep information after their relationship with you has ended, for example to ensure they have an accurate record in the event of any complaints or challenges, carry out relevant fraud checks, or where Aviva are required to do so for legal, regulatory or tax purposes.


Your rights

You have various rights in relation to your personal information, including the right to request access to your personal information, correct any mistakes on our records, erase or restrict records where they are no longer required, object to use of personal information based on legitimate business interests, including profiling and marketing, ask not to be subject to automated decision making if the decision produces legal or other significant effects on you, and data portability. For more details in relation to your rights, including how to exercise them, please see our full privacy policy or contact Aviva – refer to the “Contacting Aviva” details below.


Contacting Aviva

If you have any questions about how Aviva use personal information, or if you want to exercise your rights stated above, please contact their Data Protection team by either emailing them at or writing to the Data Protection Officer, Level 5, Pitheavlis, Perth PH2 0NH.

If you have a complaint or concern about how Aviva use your personal information, please contact Aviva in the first instance and they will attempt to resolve the issue as soon as possible. You also have the right to lodge a complaint with the Information Commissioners Office at any time.


March 2019