Privacy policy
Last updated 8 November 2026
Motorist Ally ("we", "us" or "our") respects the privacy of people who contact us. This notice explains how we handle the information provided through our website or during our automotive advisory services.
1. Information we collect
When you contact us, you may provide your name, email address, telephone number, vehicle details, questions, quotes, service records, photos or other documents. Those documents may contain personal information about you or other people. Please remove information that we do not need, including payment card details, addresses or registration details where unnecessary.
2. Why we collect it
We use the information to respond to your enquiry, assess whether our service may be suitable, provide the service you request, manage customer communications, maintain appropriate business records and comply with applicable laws. We do not sell the information customers submit to us. For accepted warranty support cases, the records may include a dated repair chronology, communications, evidence index, warranty paperwork and vehicle downtime or expense information supplied by the customer.
3. Where it goes
Enquiries and attachments submitted through our contact form are emailed to a Motorist Ally mailbox. Our web host and email provider may process information as part of delivering this service. We may share relevant information with service providers or professional advisers who help us operate or deliver a requested service, subject to appropriate controls. We do not publish your reports or photos without permission. We will not send a case handover file to a lawyer or another third party at your request without an agreed instruction and an appropriate basis to do so.
4. Storage, security and retention
We use reasonable security measures suited to our operations. No website or email system can guarantee complete security. Uploaded files are handled temporarily by the website to send the enquiry and are not intentionally saved in a public website directory. Copies may remain in email systems and backups. We retain customer records only for as long as reasonably necessary for service, legal or legitimate business purposes, then delete or de-identify them where appropriate.
5. Cookies and analytics
The customer portal uses a secure, first-party session cookie to keep signed-in customers logged in. The website does not intentionally set advertising cookies or run third-party tracking analytics. We may update this notice if that changes. Hosting providers may keep ordinary server logs needed for security and site operation.
6. Access, correction and questions
You can contact us to ask about your personal information, request a correction or raise a privacy concern. Please email our business contact email or use the website enquiry form. We will consider requests in accordance with applicable legal requirements.
Customer Portal and vehicle records
If you create an optional My Garage account, we collect your account name, verified email, password hash, optional contact details, vehicle details (including optional registration), owner-entered maintenance history and service requests. We use this information to operate your account, review your enquiries, communicate with you and provide approved services. Vehicle records entered by an owner are not independently verified unless explicitly identified as such.
Account information is stored in a restricted database on our hosting service. Email verification and password-reset messages are sent through our mail provider. Payment links, when offered, take you to Stripe to enter card details; Motorist Ally's portal does not collect or store card numbers. We may retain records where required for legitimate service and legal purposes. To request access, corrections, an export or deletion, contact [email protected]. We may need to verify your identity first.
VIN evidence and Vehicle Passport document uploads
My Garage lets you upload a photograph of the VIN displayed on the vehicle, or an existing vehicle registration document that shows the VIN, for Motorist Ally staff to compare with the VIN entered on your profile. Registration documents can contain private information; remove unrelated personal data where possible while keeping the VIN legible. This check does not independently prove legal ownership.
You can also upload images or PDFs of your vehicle's servicing, repairs and maintenance. These documents are associated with your selected vehicle, held in restricted private storage outside the public website directory, and made accessible only to authorised staff and the account holder through authenticated requests. Staff may index or review documents, but owner-supplied materials are not automatically authenticated. We use inspection information and these records to assess Vehicle Passport eligibility and, where separately agreed, prepare a passport record. A Motorist Ally-approved inspector must actually carry out and document an inspection before a vehicle qualifies for passport preparation.
Do not upload driver's licences, bank statements, payment card data or unnecessary documents about other people. We may contact you to request clearer evidence or a corrected document. The portal does not make your files accessible publicly or to a future purchaser. Any future resale-sharing feature will require a separate opt-in process. For secure deletion, correction or export enquiries, email [email protected].
7. Changes to this notice
We may update this notice as our services or information-handling arrangements change. The version posted on this page will be the current version.