Privacy Notice

To provide services and goods, including responding to assessment requests, preparing quotations and arranging supply or installation, we may collect or use:

• Names and contact details
• Addresses and postcodes
• Purchase or account history
• Website usage information, including user journeys and cookie tracking where enabled
• Property details and assessment responses, including property type, number of storeys, loft accessibility, kitchen and bathroom extraction, ventilation arrangements, condensation, surface mould or stale air concerns, preferred timescale and enquiry source

For customer records and guarantees, we may collect or use:

• Names and contact details
• Addresses
• Purchase history and installation records

To comply with legal requirements, we may collect or use:

• Name and contact information
• Financial transaction information

For queries, complaints, warranty matters or claims, we may collect or use:

• Names and contact details
• Addresses
• Purchase or service history
• Customer records
• Financial transaction information
• Correspondence
• Photographs relevant to an assessment, installation, complaint, warranty issue or claim

Under UK data protection law, we must have a lawful basis for collecting and using personal information. We rely on:

• Contract: where information is necessary to respond to a request for an assessment or quotation, enter into a contract, supply goods or services, arrange installation, maintain customer records or administer a guarantee.
• Legal obligation: where information is necessary for us to comply with applicable legal, tax, accounting, consumer or regulatory requirements.
• Legitimate interests: where necessary and proportionate to investigate and respond to complaints, protect our business and customers, and establish, exercise or defend legal or insurance claims.

When we rely on legitimate interests, we consider whether the use is necessary, whether it is within reasonable expectations and whether the individual's rights or interests override our interests.

• Directly from you
• Suppliers and service providers involved in assessing or delivering the requested service

We keep personal information only for as long as it is reasonably needed for the purpose for which it was collected, including legal, accounting, warranty and claims requirements. Our current retention periods are:

• Inactive or unsuccessful enquiries: up to 12 months after the last meaningful contact.
• Customer, quotation, installation and service records: up to six years after completion of the service or the end of the customer relationship.
• Guarantee and warranty records: for the guarantee or warranty period and, where necessary, up to six years afterwards for related claims or disputes.
• Accounting and financial transaction records: six years after the end of the relevant financial year, unless a longer period is required by law.
• Complaints, insurance matters and legal claims: while the matter is active and ordinarily for up to six years after closure, or longer where reasonably necessary for an ongoing claim or legal requirement.
• Website analytics and cookie information: according to the retention settings of the relevant service, as described in our cookie information.

We may keep information for longer where required by law, where a claim or dispute is ongoing, or where deletion must be suspended to preserve relevant evidence.

We may share only the information reasonably necessary with:

• Lovable Labs AB and approved sub-processors providing the website, hosting, database, storage, security and related technical services.
• Vetted installers, electricians, equipment suppliers and other service providers needed to assess, arrange or deliver the requested service.
• Insurance companies where necessary for an incident, complaint or claim.
• Professional or legal advisers, including accountants and solicitors.
• Relevant regulatory authorities, including the ICO and HMRC, where applicable.
• Warranty and guarantee providers.
• Organisations with which we are legally required to share information.

We do not sell personal information. We aim to share the minimum information needed for each purpose.

Where necessary, personal information may be processed outside the UK. We require appropriate protection for international transfers in accordance with UK data protection law.

Direct recipient

Lovable Labs AB

Recipient category

Website-building, hosting and database service provider

Country

Sweden

Transfer safeguard

UK adequacy regulations / UK data bridge

Processor recipient

Google Cloud Platform

Recipient category

Cloud application, database and infrastructure provider

Country

Netherlands

Transfer safeguard

UK adequacy regulations / UK data bridge

We will review this section if the website configuration, hosting, analytics, artificial intelligence features or other service providers change.

Depending on the circumstances and the lawful basis used, you may have the right to:

• ask for access to your personal information
• ask for inaccurate or incomplete information to be corrected
• ask for personal information to be deleted
• ask us to restrict how we use personal information
• object to particular uses of personal information
• ask for information you provided to be transferred to you or another organisation

Some rights are subject to exemptions. We normally respond to valid requests without undue delay and within one month. To make a request, email paul@paulengland.co.uk.

If you have concerns about how we use personal information, please contact us first:

Email: paul@paulengland.co.uk

If you remain unhappy after raising the matter with us, you can complain to the Information Commissioner's Office (ICO):

• ICO Head Office, 4th Floor, No. 3 Circle Square, 5 Hawkshaw Street, Manchester M1 7BL
• Telephone: 0303 123 1113
• Website: ico.org.uk/make-a-complaint