Cookies and Privacy Notice

Open GI Support Centre Privacy Notice 

How we use personal information in connection with the Open GI Support Centre 

1. About this notice 

This notice applies to authorised users of the Open GI Support Centre and to individuals who contact or interact with the Support Centre. It explains how Open International Limited (company number 05716519) and Open G I Limited (company number 01519547), both of Buckholt Drive, Warndon, Worcester, WR4 9SR, use personal information in connection with the Support Centre. In this notice, these companies are referred to collectively as Open GI. For the purposes of the Support Centre, Open G I Limited is the controller for the controller activities described in this notice.

For recruitment, employment, corporate website enquiries and other activities outside the Support Centre, please refer to the relevant Open GI privacy notice, including the corporate privacy notice.

Open G I Limited is established in the United Kingdom and is registered with the Information Commissioner’s Office (ICO) under registration number Z5650743. We process personal information in accordance with applicable data protection and electronic communications law, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended. 

2. Our role 

Open GI has different data protection roles depending on the activity: 

Where Open GI acts as a processor, the relevant client is the controller and determines why and how the personal information is used. Our processing is governed by the client contract and data processing agreement. If your request concerns information that Open GI holds solely on behalf of a client, you should normally contact that client. We will assist the client in meeting its legal obligations. 

3. Personal information we collect 

Depending on how you use the Support Centre, we may collect: 

• your name, employer, role and business contact details;

• your username, account status and authentication information;
• login history, IP address, browser or device information, and security and audit logs;
• support cases, messages, correspondence, call recordings and files that you or your organisation provide;
• subscription and communication preferences; and
• cookie, preference and analytics information. 

Where a client includes information about policyholders, claimants, drivers or other individuals in a support case, that information may include identifiers, policy or claims information and, where relevant to the supported service, health information or criminal offence information such as driving convictions. Users should include only the information necessary to resolve the issue and should use approved secure methods for sensitive material.

We normally obtain information directly from you, from your employer or from the relevant Open GI client. We may also generate technical, authentication and security records when you use the Support Centre. 

4. Why we use personal information 

Where we rely on legitimate interests, we consider the necessity of the processing, its impact on individuals and appropriate safeguards. You may object to processing based on legitimate interests as explained below. 

Your right to object: You may object at any time to the use of your personal information for direct marketing. You may also object to processing based on legitimate interests because of your particular situation. Further information is provided in section 11. 

5. Support communications and call recording 

Logged-in users can view third-party maintenance and service issues on the Support Centre. Users may choose to receive Newsflash emails and can unsubscribe through the Support Centre or the unsubscribe link in an email. Unsubscribing from optional communications will not prevent Open GI from sending essential maintenance, incident, security or service messages.

Incoming calls to the Open GI Support Centre on 01905 754444, and related outgoing calls, may be recorded and monitored for quality assurance, training, case handling, dispute resolution and service improvement. Access is limited to authorised personnel with a business need. If you do not wish to provide unnecessary personal or sensitive information during a call, tell the support adviser and ask whether an alternative secure channel is available. 

6. Sharing personal information 

We may share personal information, where necessary, with:

• contracted service providers and subprocessors that support hosting, communications, security, analytics or service delivery;
• other Open GI group entities where they provide services or support;
• professional advisers, auditors and insurers;
• regulators, law-enforcement bodies, courts and other authorities where disclosure is required or permitted by law; and
• parties involved in an actual or proposed merger, acquisition, sale, reorganisation or transfer of assets.

We limit sharing to what is necessary and use contractual, organisational and technical safeguards appropriate to the recipient’s role. Our current subprocessor information is available from the Open GI third-party processors page. 

7. International access and transfers 

Support Centre information and client-controlled information may be hosted in data-centre facilities used by Open GI in the United Kingdom or in Microsoft Azure data centres in the United Kingdom and Ireland. Depending on the relevant service and support arrangement, information may also be accessed or processed by authorised Open GI personnel in Poland and North Macedonia.

Where a transfer is restricted by applicable data protection law, we use an appropriate lawful mechanism. This may include an adequacy regulation or decision, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or the EU Standard Contractual Clauses, as applicable. We also carry out transfer risk assessments and apply supplementary contractual, technical and organisational measures where required. Open GI’s North Macedonia arrangements are subject to contractual safeguards, transfer risk assessment and a documented privacy risk assessment.

More detailed information about transfers relating to client-controlled information may be set out in the relevant client contract, data processing agreement and subprocessor information.

8. Retention 

We retain personal information only for as long as necessary for the purpose for which it was collected and to meet legal, regulatory, contractual, security, audit and dispute-resolution requirements. Retention is determined by the type of record, the status of the client relationship, the sensitivity of the information, operational and security needs, relevant limitation periods and any legal hold. 
This means that:

• account information is retained while access is authorised and for a limited period after deactivation where needed for audit, security or dispute purposes;
• support cases, attachments and correspondence are retained in line with the applicable support record schedule and client contract;
• security, access and audit logs are retained for periods proportionate to monitoring, investigation and assurance needs;
• call recordings are retained only for the approved quality, training, case-handling and evidential period;
• subscription and suppression records are retained while the preference is active and for as long as needed to demonstrate and respect the preference;
• cookie and analytics information is retained for the period stated in the cookie controls or cookie inventory; and
• rights-request and data protection complaint records are retained for the period required to administer the request or complaint and demonstrate compliance with our legal obligations. 

Where Open GI acts solely as processor, retention and deletion are governed by the controller’s documented instructions, the relevant contract and the other applicable requirements of Article 28 of the UK GDPR. 

9. Security 

Open GI uses appropriate technical and organisational measures designed to protect personal information against unauthorised or unlawful access, use, disclosure, alteration, loss or destruction. Measures include access controls, encryption for information transmitted over untrusted networks, staff confidentiality and security training, documented policies, vulnerability management, independent testing and supplier assurance in line with our ISO/IEC 27001 certification.

Access is limited to personnel and systems with a business need. Further information about Open GI’s security assurance, including relevant certification and payment security assurance, may be requested from This email address is being protected from spambots. You need JavaScript enabled to view it..

10. Cookies and similar technologies 

The Support Centre uses cookies and may use similar storage or access technologies. Strictly necessary technologies support functions such as authentication, session management, security and preference storage. They do not require consent where the legal conditions for the exemption are met.

Analytics or other non-essential technologies are used only where permitted by law. Where consent is required, they will not be used until you have made a choice. Where Open GI relies on a statutory exception for statistical purposes, the information is used only for permitted statistical improvement purposes and a simple, free means of objecting is provided.

You can review or change your choices using the cookie control displayed on the Support Centre. You may also control cookies through your browser, although blocking strictly necessary technologies may prevent parts of the Support Centre from working. 

Cookie names, providers and durations can change as the site is updated. The live cookie control provides the current choices available on the Support Centre. Questions about these technologies can be sent to This email address is being protected from spambots. You need JavaScript enabled to view it..

11. Your data protection rights 

Depending on the circumstances and applicable law, you may have the right to: 

• ask for access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information;
• ask us to restrict processing;
• object to processing based on legitimate interests or to direct marketing;
• receive information in a portable format where the right applies;
• withdraw consent at any time where processing is based on consent; and
• challenge a qualifying decision made solely by automated means.

These rights are not absolute and exemptions may apply. Open GI does not use Support Centre information to make solely automated decisions that produce legal or similarly significant effects on users.

To exercise a right in relation to processing for which Open GI is controller, contact the Data Protection Officer using the details below. We may request information that is reasonably necessary to confirm your identity. We will normally respond within one month after receiving the request or, where reasonably required, after receiving the information needed to verify identity. The period may be extended where the law permits. We do not normally charge a fee but may charge a reasonable fee or refuse to act where a request is manifestly unfounded or excessive.

If your request concerns personal information that Open GI processes solely on behalf of a client, please contact the relevant client as controller. If you send the request to Open GI, we will handle it in accordance with the client’s instructions and our contractual obligations. 

12. Questions and complaints 

If you have a question, wish to exercise a right or want to make a data protection complaint, contact: 

Data Protection Officer 
Open G I Limited 
Buckholt Drive 
Warndon 
Worcester 
WR4 9SR 
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Telephone: +44 (0)1905 754455 

Please describe your concern, the processing involved and the outcome you are seeking. We will acknowledge receipt of your complaint within 30 days, take appropriate steps to investigate it, keep you informed where appropriate, maintain a record of the complaint and communicate the outcome without undue delay. We may contact you if we need further information.

You may also complain to the Information Commissioner’s Office. Details are available at ico.org.uk/make-a-complaint/. We encourage you to contact us first so that we can try to resolve the concern. 

13. Links to other websites 

The Support Centre may link to websites operated by other organisations. This notice applies only to the Open GI Support Centre. Please read the privacy information provided by the operator of any other website you use. 

14. Changes to this notice 

We may update this notice to reflect changes in our services, legal requirements or processing. The current version will remain available from the footer of the Support Centre. Where a change materially affects users, we will provide an additional notice where appropriate. 

Last updated: October 2026