Customer Privacy Notice

Contact Details

Floorcare Group Ltd

Verdemar House, 230 Park View, Whitley Bay, NE26 3QR

Telephone: 0191 580 2878

Email: info@floorcaregroup.co.uk

Company No. 17117690 · VAT No. 516 8333 86

To make a data protection rights request or to contact us about how we use your personal information, please use the contact details above.

What Information We Collect, Use, and Why

To provide services and goods, including quotations, bookings, delivery and aftercare

• Names and contact details, including postal address, email address and telephone number
• Service address, delivery address and access information you choose to provide
• Quotation, purchase, account and service history
• Payment and billing information, including bank transfer references and invoice details
• Information about the property, flooring, cleaning requirements or site conditions relevant to the service
• Photographs or video recordings used to assess work, evidence condition, record completed work or deal with queries
• Records of meetings, calls, correspondence, decisions, compliments and complaints

For the operation of customer accounts, guarantees and business administration

• Names and contact details
• Addresses and service locations
• Purchase history, guarantees, warranty information and service records
• Account information and customer reference details
• Information used for security, fraud prevention, debt recovery and legal claims
• Marketing preferences and records of consent or objection
• Accounting, tax and financial records held in Xero and related business systems

For service updates and marketing purposes

• Names and contact details
• Postal addresses and business contact details
• Marketing preferences, consent records and opt-out records
• Purchase, enquiry or viewing history
• Photos or videos of work carried out, where used in line with the photos and videos section below
• Information from publicly available sources and reputable third-party marketing list providers, where lawful

Lawful Bases and Data Protection Rights

Under UK data protection law, we must have a lawful basis for collecting and using your personal information. Which lawful basis we rely on may affect your data protection rights. Your rights are set out below in brief. There are exemptions in some circumstances.

• Your right of access — You have the right to ask us for copies of your personal information and certain other information about how we use it.
• Your right to rectification — You have the right to ask us to correct personal information you think is inaccurate or incomplete.
• Your right to erasure — You have the right to ask us to delete your personal information in certain circumstances.
• Your right to restriction of processing — You have the right to ask us to restrict how we use your personal information in certain circumstances.
• Your right to object to processing — You have the right to object to processing based on legitimate interests and to direct marketing at any time.
• Your right to data portability — You have the right to ask that we transfer certain personal information you gave us to another organisation, or to you.
• Your right to withdraw consent — Where we rely on consent, you can withdraw your consent at any time.

If you make a request, we must respond to you without undue delay and in any event within one month. To make a request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for collecting and using your data

• Contract — where we need to use your information to provide quotations, take bookings, supply goods or services, deliver items, manage customer accounts or provide guarantees.
• Legal obligation — where we need to keep records for tax, accounting, regulatory or legal purposes.
• Legitimate interests — where we use information to run and improve our business, manage enquiries, maintain records, prevent fraud, recover debts, deal with complaints, keep our systems secure, send relevant business communications or carry out some forms of marketing.
• Consent — where we ask for consent, such as for certain electronic marketing, non-essential cookies if introduced, or public use of identifiable photos, videos or testimonials.

Marketing and How to Opt Out

We may contact you with service updates and, where lawful, with information about our products and services. We currently use email marketing, telephone marketing and postal marketing. We do not currently use SMS or WhatsApp marketing, but may introduce these channels in future if we have the appropriate lawful basis and permissions.

We may obtain business contact details from reputable third-party marketing list providers. Before using bought-in lists, we take steps to check that the data was collected lawfully and that appropriate permissions are in place. We screen telephone marketing lists against the Telephone Preference Service and Corporate Telephone Preference Service where required. We will not send electronic marketing where we do not have the required consent or other lawful basis.

You can opt out of marketing at any time by contacting us at info@floorcaregroup.co.uk. Where our marketing emails contain an unsubscribe link, you can also use that link. We will keep a record of your marketing preferences so that we can respect your choices.

Photos and Videos

We may take photos or videos to assess work, record site condition, evidence completed work, support guarantees, resolve complaints, train staff and promote our services.

Where photos or videos are used for marketing, we aim not to include identifiable individuals, addresses, signage, vehicle registrations or other identifying marks. We will not knowingly publish identifiable people or site-identifying details for marketing purposes without permission.

Cookies and Website Information

Our website is custom-built and hosted by One IT Support. We do not currently use website analytics, advertising pixels, heatmapping tools, live chat, call tracking or similar tracking technologies. We also do not currently use non-essential cookies that require a cookie banner.

If we introduce analytics, advertising cookies, tracking pixels or similar technologies in future, we will update this notice and, where required, provide a cookie banner or other way for you to manage your choices before those technologies are used.

Where We Get Personal Information From

• Directly from you, including when you contact us, ask for a quote, book a service, place an order or make a complaint
• Publicly available sources, such as business websites, public directories and Companies House where relevant
• Reputable third-party marketing list providers, where lawful and appropriate checks have been completed
• Finance and leasing partners, where you choose to apply for finance, leasing or payment terms through them
• Our suppliers, subcontractors and service providers, where needed to provide services or deal with queries

How Long We Keep Information

We only keep your personal information for as long as necessary for the purposes set out in this privacy notice, to meet our legal and regulatory obligations, and to enforce our rights. Specifically:

• Customer contracts, invoices and financial records: six years from the end of the current tax year, as required for tax and accounting purposes.
• Warranty and guarantee records: the duration of the warranty or guarantee period plus one year.
• Marketing consent, preferences and opt-out records: until you withdraw consent or object, with preferences reviewed periodically.
• Enquiry records where no contract followed: up to two years from last contact.
• Photos and videos used for job evidence: for as long as needed for the service, warranty, complaint handling or legal purposes, usually up to six years where linked to a customer contract.
• Photos and videos used for marketing: until they are no longer needed for marketing purposes, or earlier if you withdraw permission where consent was required.
• Website enquiry information: up to two years from last contact unless it becomes part of a customer record.

At the end of the applicable retention period, we will securely delete or anonymise your personal information unless we are required to keep it longer by law.

Who We Share Information With

We only share personal information where needed for the purposes described in this notice. This may include sharing information with:

• Microsoft 365, which we use for email and cloud storage
• Xero, which we use for accounting and financial administration
• One IT Support, which hosts and supports our website and related IT services
• Suppliers, subcontractors, warranty and guarantee providers involved in providing goods or services
• Finance and leasing partners, where you choose to apply for finance, leasing or payment terms
• Professional advisers, including accountants, insurers, solicitors and debt recovery providers where necessary
• HMRC, regulators, law enforcement agencies or other authorities where required by law
• Organisations we need to share information with for safeguarding reasons, where relevant

International Transfers

We operate in the United Kingdom and provide services to UK customers. Some of our service providers, including cloud and software providers, may process personal information outside the UK. Where this happens, we rely on appropriate safeguards, such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to the EU standard contractual clauses, or other lawful transfer mechanisms.

Finance and Leasing Partners

We do not currently carry out credit checks ourselves. Where you choose to apply for finance, leasing or payment terms through a finance or leasing partner, that partner may carry out its own checks and will provide its own privacy information. If we introduce our own credit checks in future, we will update this notice before doing so.

Automated Decision-Making

We do not currently make solely automated decisions about you that have legal or similarly significant effects. If this changes, we will update this privacy notice.

How to Complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.