Privacy Policy

Last updated: 28 October 2026

This notice explains how Nationwide European Assistance Limited (“NEA”, “we”, “us”) uses personal information collected through the European Assistance website and in responding to enquiries and coordinating assistance. It also explains how to contact us and exercise your rights.

Who is responsible for your information

Nationwide European Assistance Limited is registered in England and Wales, company number 10278235. Registered office: C/O Mackrell Solicitors, 5 Pemberton Row, London, United Kingdom, EC4A 3BA. Contact us about privacy or your information at [email protected].

NEA is responsible for deciding how information submitted through its website enquiries is used. For assistance arranged on behalf of an insurer, automobile club or another client, NEA may process case information under that organisation’s instructions. That organisation’s privacy notice also applies to its use of your information. Contact us if you need help identifying the organisation responsible for a particular case.

Information we collect and where it comes from

We collect the contact and enquiry details you provide, including your name, email address, telephone or mobile number, message and request for a call back. When arranging assistance, relevant information may include vehicle registration and vehicle details, vehicle photographs, location, destination, journey and incident information, and records of the assistance provided. We obtain information directly from you and, where relevant, from the insurer, assistance provider, service partner or other organisation instructing us.

Website hosting, security and consent services may process technical information such as IP addresses, browser information and cookie preferences. Our Cookie Policy provides the recorded cookie and service details. Please do not send medical information or other sensitive personal information through the general website enquiry form. If specific information is needed to arrange suitable assistance, the team will explain what is required and why.

Why we use information and our lawful bases

We use enquiry details to respond to you, discuss your requirements and arrange requested assistance. Where you are entering into a contract with NEA, this can be necessary to take steps at your request or perform that contract. Where assistance is arranged under a client organisation’s agreement, our legitimate interests include coordinating assistance, communicating with the people involved and managing the business relationship; where we act as a processor, we follow the relevant controller’s instructions.

We also use appropriate records to administer payments and accounts, comply with legal obligations, investigate complaints, establish or defend legal claims, and protect the website against misuse. Depending on the purpose, the basis is a legal obligation or our legitimate interests in accurate administration, service improvement, dispute handling and security. We consider your rights when relying on legitimate interests. Where we rely on consent, including for non-essential cookies, you can withdraw it without affecting the lawfulness of earlier processing.

Providing general website enquiries is voluntary. If you do not provide information needed to locate a vehicle, contact you or arrange a requested service, we may be unable to provide that assistance. A general enquiry does not require you to supply unrelated personal information.

Who receives information, including support in Spain

We share relevant information where needed with the instructing insurer or assistance organisation, recovery and transport operators, repairers, storage providers, travel or accommodation providers involved in the arrangement, and service providers supporting our website, communications, payments and administration. We may also share information with relevant Nationwide Assistance Group businesses, professional advisers, insurers, regulators or authorities where there is a lawful reason.

Nationwide Assistance Spain SL provides operational support for NEA and Nationwide Assistance Group from Spain. For work undertaken on NEA’s instructions, it accesses and processes the information needed to handle that work on NEA’s behalf. It is a separate company, rather than NEA’s UK registered office. Access should be limited to the work it is instructed to perform and governed by the applicable data-processing arrangements.

International handling of information

European assistance can involve information being accessed or shared in the UK, Spain and other countries relevant to a case. Applicable data-protection requirements continue to apply. Where a transfer requires a legal transfer mechanism, this must be supported by an applicable adequacy decision, appropriate contractual safeguards or another lawful transfer route. Contact us to ask where information relating to your enquiry or case is processed and about the safeguards applicable to it.

Retention and security

Our default retention period is six years. A different period may apply where required by a relevant client agreement or legal obligation, or where information must be preserved for a complaint or legal claim, subject to applicable law. The nature and purpose of the record, contractual requirements and legal obligations determine the period. Cookie and consent-storage periods are shown separately in the cookie information.

We use appropriate organisational and technical measures to protect personal information and limit access to people who need it for their work. No website or email system can offer an absolute guarantee of security. Contact the assistance team before sending sensitive documents through ordinary email or a general enquiry form.

Your rights and complaints

Depending on the applicable law and circumstances, you may ask to access your information, correct inaccuracies, erase information, restrict its use or receive portable data. You may object to processing based on legitimate interests and to direct marketing, and withdraw consent where processing relies on it. These rights are subject to their legal conditions and exceptions. Contact [email protected] to make a request. We may need to verify your identity or refer a request to the organisation responsible for the relevant processing.

You can raise a privacy concern with us and complain to the UK Information Commissioner’s Office. Where EU GDPR applies, you may also complain to the competent EU supervisory authority, including the Agencia Española de Protección de Datos where appropriate. You do not have to complete our complaints process before contacting a supervisory authority.

Updates to this notice

We may update this notice when our services or data-handling arrangements change. The date at the top identifies this version. This notice should be read with the website terms and Cookie Policy.