Privacy Policy

This privacy policy is for this website; and served at 49 Abbeydale Gardens, Co Durham. DH62TS and governs the privacy of its users who choose to use and engage the website. It explains how we comply with the GDPR (General Data Protection Regulation), the DPA (Data Protection Act) [pre-GDPR enforcement] and the PECR (Privacy and Electronic Communications Regulations).

This policy will explain areas of this website that may affect your privacy and personal details, how we process, collect, manage and store those details. We will also explain how we adhere to your rights under the GDPR, DPA, and PECR. Additionally, we will also explain the uses of cookies, advertising or commercial sponsorship from third parties (if any) and the download of any documents, files or software made available to you (if any) on this website. Further explanations may be provided for specific pages or features of this website to help you understand how we, this website and its third parties (if any) interact with you and your computer/device to serve you. Our contact information is provided if you have any questions.

The DPA and GDPR May 2018

We and this website complies to the DPA (Data Protection Act 1998) and already complies to the GDPR (General Data Protection Regulation) which comes into effect from May 2018. We will update this policy accordingly after the completion of the UK’s exit from the European Union.

We want you to know your rights with the data we have collected. These rights are as follows:

The right to be informed

You have the right to be informed about the collection and use of your personal data. This includes purposes for data processing, our retention periods for the personal data and who it will be shared with.

The right of access

You have the right to see all your data.

The right of rectification

You have the right to rectify any inaccurate information that you have provided at an earlier date.

The right to erasure

You have the right to have your data erased. This means we will delete the information that we have stored.

The right to restrict processing

You have the right to request the restriction or suppression of your personal data. This means that we may keep the data stored however we will not process it in any way.

The right to data portability

You have the right to obtain and reuse your personal data for your own purposes.

The right to object

You have the right to object to processing based on legitimate interest or performance of a task in the public interest/exercise of official authority. You can also object to direct marketing and processing your data for the purpose of scientific/historical research and statistics.

Please note that most of the above rights will require an email or phone call to let us know what you wish to do. We will contact you back with when it has been completed. Additionally, for the right of erasure, we will also delete any communications that were asking for and confirming the erasure to ensure full deletion of the data.

Use of cookies

This website uses cookies to better the users experience while visiting our website. As required by legislation, where applicable this website uses a cookie control system, allowing the user to give explicit permission or to deny the use of saving of cookies on their computer/device.

What are cookies?

Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website. For more information, please see this explanation of cookies. Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors or use the cookie control system if available upon their first visit.

Website visitor tracking

This website uses a third-party tracking software; Google Analytics. Google Analytics sends messages to the Google Analytics Server that indicate what the user is doing. For example, a user clicked on a social media link or watched a video.

This software will track and monitor your engagement and usage of the website, but will not store, save or collect personal information. To know more, please view the Google Analytics Privacy Policy.

We use this data to better optimize our website to the needs of our users.

Adverts and sponsored links

This website may contain sponsored links and adverts. These are seen and reviewed by website administrators before being added onto the website. Clicking on the advertisement will send you to the relevant website. This may be part of a referral program which may use cookies and track the number of referred users were sent from our website. This may include the use of cookies which may, in turn, be saved on your computer’s hard drive. Users should, therefore, note they click on an external link at their own risk and we cannot be held liable for any damages or implications caused by visiting any external links mentioned.

Downloads and media files

Any downloadable documents, files or media made available on this website are provided to users at their own risk. While all precautions have been undertaken to ensure only genuine downloads are available, users are advised to verify their authenticity using third party anti-virus software or similar applications.

We accept no responsibility for third party downloads and downloads provided by external third-party websites and advise users to verify their authenticity using third party anti-virus software or similar applications.

Contact and communication with us

Users contacting us through this website do so at their own discretion and provide any such personal details requested at their own risk. Your personal information is kept private and stored securely until a time it is no longer required or has no use.

We always request a name, email, and phone number. This is so we know how to address you and how to contact you. This information is kept private and secure on our webserver. The only people who have access to this information are the website administrators and a designated director who will be viewing the contact details and will be responding to your queries.

Once this process is finished, the data is kept securely on the web-server unless specified otherwise. We keep this data so can reflect on it at a later date as it provides us with insight into what our users are querying. For example, if a particular query is becoming common, we will then know there is a common problem and we can take steps to rectify the issue which will hopefully provide a better user experience.

Quote Form

We provide a quote service for free, for any interested users. This quote service requires several pieces of personal data which are:

  1. Name
  2. Email
  3. Phone
  4. Address

This data is used to allow us to:

  • Contact you at all stages throughout the quote process
  • Organize a survey team to head to your property to review it to provide you with a quote

We consider this process to be part of our contract basis for gathering of data as we are taking specific steps before entering into a specific contract. You still have most of your rights besides your right to object since we are required to process the data to provide you with the quote.

Please Note: That a similar form is used for Category pages but without the location. The purposes remain the same, however.

Live chat

We use a live chat service on our website provided by a third-party called Chat Heroes. To learn more about them please view their Privacy Policy.

When you use our live chat service, we automatically collect the following information:

  • IP Address
  • Browser Type
  • Operating System

We may additionally collect your:

  • Name
  • Phone Number
  • Email Address
  • Postcode

This information will be provided by you. This enables us to follow up on your inquiry. Please note, if your query is dependant on location, we may also need to confirm a postcode.

Transfer and storage of your information

The information collected by our live chat service is processed by Chat Heroes and their third-party chat service provider, SnapEngage. To learn more about SnapEngage, please view their Privacy Policy. SnapEngage stores information for 60 days.

Legal basis for processing

Our legitimate interests (Article 6(1)(f) of the General Data Protection Regulation).

Legitimate interests

We have a legitimate interest in collecting your IP address, browser information, and device to better understand our customers as they access our website and live chat service.

We have a legitimate interest in collecting your name, email address, phone number and any additional information you provide in order to be able to respond to your inquiry and messages you submit via our live chat service. We ask for your phone number and email address in case we are unable to reach you on one of those means and to ensure that we are able to respond to your inquiry as quickly and effectively as possible.

We ask for your name so that we know who we will be contacting, to allow us to ensure we are contacting the correct person and for legal and evidential purposes so that we can identify what we have said to whom and when.

Legal basis for processing

Necessary to perform a contract or to take steps at your request to enter into a contract with you (Article 6(1)(b) of the General Data Protection Regulation).

The reason why necessary to perform a contract

Where your message or inquiry relates to our goods and services, we will collect your information in order to enter into a contract with you or take steps to enter into a contract with you. This includes the collection of your name, email address, and phone number so we know who we are contracting with and so that we can provide you with the information you need in order to be able to enter into a contract with you.

How long we retain your information

Live chat transcripts

we store the information from our live chat service for a maximum period of seven (7) years in order to defend against legal claims. This period is the maximum period in which a claim form can be issued and served in respect of contract and tort claims under the Limitation Act 1980 under English law.

Country of storage

The United States of America. This country is not subject to an adequacy decision by the European Commission.

Safeguard(s) Used

SnapEngage has self-certified its compliance with the EU-U.S. Privacy Shield which is available The EU-U.S. Privacy Shield is an approved certification mechanism under Article 42 of the General Data Protection Regulation, which is permitted under Article 46(2)(f) of the General Data Protection Regulation. You can access the European Commission decision on the adequacy of the EU-U.S. Privacy Shield, for more information, please view the following link:

Email marketing and marketing messages

We operate an email mailing list program, used to inform subscribers about products, services and /or news we supply/publish. Users can subscribe through an online automated process where they have given their explicit permission. Subscriber personal details are collected, processed, managed and stored in accordance with the correct regulations. Subscribers can unsubscribe at any time through an automated online service, or if not available, other means as detailed in the footer of sent marketing messages (i.e. unsubscribe from all MailChimp lists). The type and content of marketing messages subscribers receive, and if it may contain third party content, is clearly outlined at the point of subscription.

Email marketing messages may contain tracking beacons / tracked clickable links or similar server technologies in order to track subscriber activity within email marketing messages. Where used, such marketing messages may record a range of subscriber data relating to engagement, geographic, demographics and already stored subscriber data.

We collect this data to better review and analyze which emails are performing better and which sections are engaged with. This helps us see what our opt-in users are more interested in.

Our EMS (email marketing service) provider is; Active Campaign. This is an opt-in only service which will be clearly stated at the time of inputting your information. If you opt-in you shall receive our promotions/newsletters. You may opt-out at any time by doing one of the following:

  • Clicking the unsubscribe link in the footer of any email you receive
  • Contacting us at

We consider the use of saving this data as part of our Legitimate Interests as we wish to continue to market to users to provide additional products at a cost. Please note that all your rights are maintained here so you may view what information Mailchimp has or export / delete the information at your own choosing, please contact in regard to your executing your rights in Active Campaign

To learn about Active Campaign, please view their privacy policy.

Social media policy and usage

There may be instances where our website features social sharing buttons, which help share web content directly from web pages to the respective social media platforms. You use social sharing buttons at your own discretion and accept that doing so may publish content to your social media profile feed or page.

We maintain the right to publish reviews onto our website and social media accounts. As such this will include the following personal information:

  • Name
  • General Location (i.e. Newcastle, Sunderland, Durham)
  • Any images you have used in your review
  • Information you have put forward within the review

This information will be held on the respected review website and an accurate copy will be stored on our webserver which only the website administrators will be able to access. Please note that this information will be used in marketing materials (such as and not limited to; Facebook, Twitter, and Google Plus).

Review websites that we monitor and would include in marketing materials include and not limited to are:

  • AllChecked
  • Google Business Reviews

You can find further information about some social media privacy and usage policies in the resources section below.

Call tracking

Our telephone system is capable of recording conversations. Like most organizations, this is a standard practice which allows the recording of telephone calls for training and security purposes. This data is stored on a secure server that only authorized users are allowed access.

The use of this data will include the following:

  • Allow us to find areas that could do with improving our customer service
  • Have a detailed history about what has been said
  • Security of our employees

We consider this to be a Legitimate Interest as we want to improve our customer service and require data to see what we do well in and what we can improve on. We also want a recording of any verbal abuse that may be directed at our employees.

Please note that recording starts as soon as you dial our number, so any comments made before our side has picked up the phone will also be recorded as well as anyone talking in the background.

Information collected by us

In order to process requests for quotations, fulfil contracts and deliver our services to you it is necessary that we collect the following personal information from you:

  • Name
  • Telephone number
  • Email address
  • Address
We collect data from the following sources
  • Third-party data companies
  • Door to door
  • Instore promotions
  • Via Website

How to complaint

We hope that our Compliance Department can resolve any query or concern you raise about our use of your information. If you could email

The General Data Protection Regulation also gives you the right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner whose contact information can be obtained via this link: