Privacy Policy

About this policy

Response24 Limited ("Response24", "we", "us", "our") is committed to protecting your personal data. This policy explains what personal information we collect across our website, contact forms, and the Response24 Connect platform (web and mobile), how we use it, and your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Response24 Limited is registered with the Information Commissioner's Office (ICO). Registration number: ZA006393.

Our registered address is 9 Greyfriars Road, Reading, RG1 1NU, United Kingdom. Company Registration No. 08250735.

If you have questions or wish to exercise your privacy rights, contact our Data Protection Officer:

Email: dpo@response24.com
Post: Response24 Limited, 9 Greyfriars Road, Reading, RG1 1NU, UK

Who this policy applies to

This policy applies to:

• Visitors to response24.com
• Individuals who submit enquiries via our website contact forms
• Users of the Response24 Connect platform — web portal and iOS/Android mobile app
• Individuals whose data we process in the course of providing crisis response services to our clients

What data we collect and why

Website visitors

When you visit response24.com we collect anonymised analytics data via Google Analytics 4, including:

• Pages visited and time spent
• Approximate geographic location (country/region level only)
• Device type and browser
• Referral source

This data does not identify you personally and is used solely to understand how our website is used and to improve it.

Enquiry and contact forms

When you submit an enquiry via our website forms we collect:

• Your name and job title
• Your company name
• Your email address
• Your telephone number (where provided)
• The content of your enquiry

This information is used to respond to your enquiry and, where you have indicated interest in our services, to keep you informed of relevant developments.

Connect platform — account and profile

If you are a registered user of the Response24 Connect platform (Connect Risk or Connect Incident), we collect:

• Name, email, phone number, organisation, role, country, and authentication data
• These are used to create and manage your account, provide support, verify identity, and administer enterprise accounts

Connect platform — location

The Response24 Connect mobile app may request access to your location for the following purposes:

• Check-ins you initiate
• Incident reporting and assistance
• Delivery of country and area risk alerts while the app is open

We do not collect location data in the background when the app is closed or not in use, unless the Immediate Assistance feature has been activated by you.

You can decline or revoke location permission at any time in your device settings. Some features may not be available without it.

Connect platform — incidents and assistance

When you report an incident or request assistance via Connect, we collect:

• Incident details you provide (text, categories, photos or files)
• Timestamps and location related to the report
• Communications with our team

This data is used to assess and respond to incidents, coordinate assistance, maintain an audit trail, and support insurance claims where applicable.

Connect platform — communications and support

• Messages you send to us (email, in-app)
• Call metadata (time, duration)
• Support tickets and notes

Used for customer support, service quality, training and compliance.

Connect platform — device and diagnostics

• Device model, OS and app version
• IP address, performance data, crash logs, security events

Used to keep the app reliable and secure, prevent abuse, and improve performance.

We do not use third-party analytics or advertising SDKs in the Connect mobile app.

Device permissions

The Connect mobile app requests permissions only when you use related features:

• Location: for check-ins, incident reporting, and risk alerts while the app is open
• Camera/Photos: when you attach media to a report
• Phone/Calls: when placing an emergency or assistance call from within the app

You can decline or revoke any permission at any time in your device settings.

Legal bases for processing

We process your personal data on the following legal bases under UK GDPR:

Contract — to provide and support the services you or your organisation have requested.

Legitimate interests — for website analytics, enquiry handling, service improvement, fraud prevention, and security. We balance these interests against your rights.

Consent — where we have sought and obtained your explicit consent, for example for optional features or certain notifications. You may withdraw consent at any time via the app settings or by contacting dpo@response24.com.

Vital interests — to protect life or prevent serious harm, for example in emergency assistance situations.

Legal obligation — where processing is required by law or to respond to lawful requests.

How we share your data

We do not sell your personal data. We share data only as necessary, under contracts that protect your information:

• Hosting, infrastructure and security providers
• Communications providers (email, in-app messaging, telephony)
• Your employer or sponsoring organisation where your account is enterprise-managed
• Insurance partners where assistance is linked to an insurance policy
• Emergency services or crisis responders when necessary to protect life or safety
• Professional advisers and authorities where required by law

Google Analytics — anonymised website usage data is shared with Google LLC under Google's data processing terms.

We do not share your data with our operational partners (Sedgwick, ICMG, Saladin Security) unless directly required for delivery of a specific response in which you are involved, and only to the extent necessary.

International transfers

We store and process data in the UK and EEA and do not routinely transfer personal data outside these regions. Where a transfer is required, we apply appropriate safeguards such as UK Standard Contractual Clauses.

Google Analytics data may be processed by Google LLC in the United States under Google's standard contractual clauses.

Data retention

• Website analytics: 26 months
• Enquiry and contact form submissions: 3 years from date of submission
• Connect account and profile: for the life of the account and up to 3 years after last activity
• Location data tied to check-ins and incidents: 3 years
• Incident reports and assistance records: 3 years, unless a longer period is required by law or for legal claims
• Device and diagnostics: up to 24 months
• Crisis response case records: 7 years from case closure

If you request deletion we will action it unless we must retain data to meet legal obligations or to establish, exercise or defend legal claims.

Security

We use technical and organisational measures including encryption in transit and at rest where applicable, access controls and logging, least-privilege permissions, and continuous monitoring. No method is 100% secure — we maintain and improve safeguards in line with risk.

Children

Response24 Connect is intended for adults aged 18 and over. We do not knowingly collect personal data from children.

Your rights

Under UK GDPR you have the right to:

• Access the personal data we hold about you
• Have inaccurate data corrected
• Request deletion of your data in certain circumstances
• Restrict or object to certain processing
• Receive your data in a portable format
• Withdraw consent where processing is based on consent

To request account or data deletion:
Web form: response24.com/account-deletion
Email: dpo@response24.com

We will verify your identity and respond within one month. You also have the right to lodge a complaint with the Information Commissioner's Office at ico.org.uk.

Cookies

We use cookies on this website. For full details see our Cookie Policy.

Changes to this policy

We will update this page when we make changes. If changes are material we will notify you in the app or by email before they take effect. The date at the top of this page reflects the most recent update.

Summary for app store users

Collected: account information; location (only when you use location features or the app is open); incident details and attached media; diagnostics and crash data; basic website analytics.

Shared: hosting and security providers; communications providers; insurance partners (where applicable); emergency responders (when necessary).

Security: data is encrypted in transit and at rest where applicable.

Data deletion: response24.com/account-deletion or dpo@response24.com.

Background location: not collected unless Immediate Assistance is activated by you.

Contact us

Data Protection Officer
Email: dpo@response24.com
Post: Response24 Limited, 9 Greyfriars Road, Reading, RG1 1NU, UK

For complaints: ico.org.uk