Privacy Policy

This Privacy Policy explains how Butlington handles personal information when you use butlingtonfeedback.com, ask for an insurance quote, subscribe to policy notes, or correspond with us about cover or a claim. It is written in plain language because insurance files often contain details people rightly treat as private.

Last updated: 13 October 2026. Please read it with the Terms & Services. We do not publish a telephone number or a street address. Privacy questions go to hello@butlingtonfeedback.com.

1. Who is responsible

Butlington is responsible for personal information collected through this website and through email conversations that start here. If you later apply to an insurer, that insurer becomes responsible for the information it uses to underwrite and administer the policy. We will identify that insurer in the application papers so you can read its notice as well.

Advisors, claims guides, and the operations people who support them may see a file when their role requires it. They are expected to use it only for that role.

2. The people this policy covers

This policy covers visitors, people who send a form, policyholders, beneficiaries and family members named on an enquiry, named drivers, employees mentioned on a business enquiry, newsletter subscribers, and people who write to us about working as an advisor. If you give us information about someone else, please do so only when you are entitled to, and give them this policy when you reasonably can.

3. Information you provide

Depending on the form or email, we may receive your name, email address, the line of cover you are considering, who the cover is for, a description of property, vehicles, trips, or business activities, and the message you type. A quote or application may later ask for dates of birth, relationship details, sums you want insured, claims history, and health or activity declarations. Please do not send identity documents or full medical files until a guide has asked for a specific item.

Subscribe forms record the topics you tick. Unsubscribe forms record the email address, the reason you choose, and any optional comment. Contact forms record the topic you select so the right specialist sees the note.

You do not have to use the forms. If you do, fields marked required are required because we cannot start that particular request without them. Optional fields can be left blank.

4. Information collected automatically

Like most websites, the server or your browser may process technical data such as browser type, general device information, pages viewed, and the time of a visit. We use that style of information to keep the site usable, to understand which guides are read, and to protect the forms from abuse. We do not use it to build a surprise marketing profile of your health or your family.

Fonts and icons may be requested from their publishers when a page loads. Those publishers receive the technical fact that your browser asked for the file. You can limit that by using browser tools, though the page may then display in a fallback typeface.

5. Cookies and similar storage

A cookie is a small file stored on your device. This static website does not require an account cookie to read the pages. If we set a cookie in the future, it will be for a stated purpose such as remembering a preference or measuring aggregate visits, and we will describe it here before relying on it for anything beyond what is strictly needed to show the site.

Your browser lets you block or delete cookies. Blocking a strictly necessary cookie, if we ever use one, may affect a feature such as a saved preference. It will not change the wording of an insurance schedule that has already been issued.

We do not permit third parties to drop advertising cookies through this policy page, and we do not sell personal information.

6. How we use information

We use personal information to:

• answer the message you sent and route it to a relevant advisor;
• prepare illustrations and, if you continue, applications for life, health, home, motor, travel, or business cover;
• explain excesses, waiting periods, exclusions, and claim steps;
• administer a policy you buy, including changes and renewals;
• guide a claim and keep you updated until a decision;
• send policy notes you subscribed to, and to honour unsubscribe requests;
• improve the clarity of our pages and protect the site from misuse;
• meet legal, regulatory, and audit duties that apply to insurance advice and claims;
• establish, exercise, or defend legal rights.

We do not use health information to advertise unrelated products. A declaration given for a travel or health quote is used for that risk and for the administration that follows from it.

7. Quotes and applications

Underwriting needs facts. An insurer may decline, load a premium, or exclude a condition because of what a proposal says. That is a feature of insurance, not a secondary use of your data. We collect only what the question needs. If a question feels broader than the risk, ask us why it is there before you answer.

Illustrative prices on the website are not combined with your identity until you send a form. Sending the form is the point at which a personal illustration can be prepared.

8. Claims information

Claim files can include photographs of damage, repair invoices, travel records, wage information for income protection, and clinical notes relevant to a health or life benefit. We use them to assess the loss against the schedule, to instruct a repair or care partner where the policy allows, and to prevent fraud. Access inside Butlington is limited to people working that file and to those who supervise or audit them.

Please avoid photographing documents that show account numbers you do not need to share. Crop images where you can. We will ask again if something essential is missing.

9. Newsletter and unsubscribe

If you subscribe, we store your name, email, topic choices, and the fact that you consented. We use that record to send the notes and to prove what you asked for. If you unsubscribe, we keep a suppression record so the address is not added back by mistake. A suppression record is a privacy protection, not a way to keep marketing to you. It does not cancel a policy.

You may subscribe again later. Topic choices can be narrower than before.

10. Legal reasons, in plain words

We handle information because you asked us to take a step (a quote, a claim update, a subscription), because we have a legitimate reason to run a careful insurance desk and to secure our website, because a contract of insurance requires it, or because the law requires records to be kept. Where a law demands consent for a particular use, such as optional notes, we ask for that consent separately and you can withdraw it.

You may withdraw consent for notes without giving a reason. Withdrawal does not undo processing that was already lawful.

11. Who we share information with

We share information with people who have a real role:

• insurers and their underwriters, when you ask us to approach them;
• reinsurers or loss adjusters, when a claim or a large risk requires it;
• repair partners, clinics, and assistance providers named for a claim you have opened;
• professional advisers such as auditors or lawyers, under duties of confidence;
• service providers who host email or documents for us, bound to use data only on our instructions;
• authorities or courts when the law requires a disclosure, or when it is necessary to protect someone from serious harm.

We do not sell lists of policyholders. A testimonial is published only with the wording and name the person agreed to show. You may ask us to remove a testimonial name going forward; we cannot always pull back a page someone else has already saved.

12. Where information is handled

Email and document tools may store information in more than one place. When information moves beyond its starting point, we look for providers who commit to confidentiality and to security measures appropriate to insurance files. The schedule of a policy may name additional parties in the claim path. We will not send a medical report to a repair garage, and we will not send a vehicle estimate to a clinician.

13. How long we keep information

We keep enquiry records for as long as they are needed to finish the conversation, to show what advice was given, and to meet insurance record rules. Claim files are kept longer than marketing notes because disputes and late-reported facts can arise years after an event. Newsletter suppression records are kept for as long as the list exists, so an unsubscribe stays effective.

When a record is no longer needed, we delete it or reduce it so that it no longer identifies you, unless a law tells us to hold the file intact for a stated period.

14. Security

We use access controls, trained staff, and careful email habits to protect insurance information. No method of sending email is perfectly secure. You should use a mailbox you control, be cautious on shared computers, and tell us quickly if you believe an email about your policy was received by the wrong person.

We will not ask you, in an unexpected message, to reveal a password or to pay a premium into an account that was not named in your schedule documents. If a message claims to be Butlington and feels wrong, forward it to hello@butlingtonfeedback.com before you act.

15. Your choices and requests

Depending on the law that applies to you, you may ask us to:

• confirm whether we hold information about you and for a copy of it;
• correct information that is inaccurate or incomplete;
• delete information we no longer have a reason to keep;
• limit or object to certain uses, including optional notes;
• receive information you provided in a portable form where that right exists;
• withdraw consent you previously gave.

Write to hello@butlingtonfeedback.com with the subject “Privacy request”, the email address you used, and what you want. We may need to confirm it is you before we release a file, because insurance records are sensitive. We will explain if a request cannot be met, for example where a claims file must be retained or where fulfilling it would reveal someone else’s information.

You may also raise a concern with the data-protection authority that has jurisdiction over you. We would like the chance to put things right first.

16. Children

This website is aimed at adults arranging cover. We do not knowingly collect information directly from children. A parent or guardian may include a child on a family enquiry where the cover requires it, for example a health plan or a named traveller. Those details are used only for that purpose. If you believe a child has written to us directly, email us and we will delete the message unless a safety or legal reason requires otherwise.

17. Third-party sites

Share buttons open services such as social networks or your own email program. Once you leave our pages, their policies apply. Review them before you post a comment that mentions your health, your claim, or your address details. We discourage posting policy numbers in public threads.

18. Automated decisions

A finished underwriting decision may use rules set by an insurer, including rules that treat age, claims history, or a declared condition in a consistent way. Where a law gives you the right to ask for a person to review a decision that significantly affects you, you can ask through hello@butlingtonfeedback.com and we will pass the request to the decision maker or handle it ourselves if the decision was ours.

The validation on our website forms only checks that fields look complete. It does not decide whether you can be insured.

19. Changes to this policy

We will update this page when our practices change in a way that matters. The date at the top will move with the text. If a change affects how we use information already collected for notes or for a live application, we will describe the change in the next relevant email where that is a fair way to reach you. Policy administration that is required by a contract you already hold will continue under that contract.

20. How to reach us

Privacy questions, correction requests, and complaints about this policy can be sent to hello@butlingtonfeedback.com. Please include enough detail for us to find the right file, and do not include full medical attachments in the first email. We will reply by email. There is no telephone line and no visitor desk attached to this website for privacy requests.

If your question is really about a claim payment or a premium, say so in the subject line. We will still protect the information, and we will route the substance to the claims or servicing guide so you are not asked to tell the story twice without reason.