Privacy Policy

Privacy Policy

Last updated: January 2025

London Glazing (trading as Grater London Glazing) is committed to protecting your privacy and handling your personal data transparently and lawfully. This Privacy Policy explains how we collect, use, store and protect your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

London Glazing is the data controller responsible for your personal data. Our registered address is 19 Cyclamen Place, Aylesbury, HP21 8YS. If you have any questions about this policy or how we handle your data, you can contact our Data Protection Lead at:

• Email: info@greaterlondonglazing.com
• Phone: 020 4634 0088
• Post: 19 Cyclamen Place, Aylesbury, HP21 8YS

2. Information We Collect

We may collect and process the following categories of personal data:

Information you provide directly: When you request a quote, book a service, contact us via phone, email, or our website contact form, you may provide your name, telephone number, email address, property address, and details about the glazing work required.

Technical and usage data: When you visit our website, we automatically collect your IP address, browser type and version, operating system, time zone setting, pages visited, time spent on pages, and referring website address. This data is collected through cookies and similar technologies (see our Cookie Policy).

Transaction data: If you engage our services, we may collect payment details, invoicing information, and records of the work carried out at your property.

Communication data: Records of correspondence between you and London Glazing, including emails, phone call records, text messages, and website form submissions.

Third-party data: Occasionally we may receive your information from third parties, such as insurance companies instructing us on your behalf, estate agents, or property management companies.

3. How We Use Your Information

We process your personal data for the following purposes and legal bases:

To provide our glazing services (contractual necessity): Processing quotes, scheduling appointments, carrying out glazing installation and repair work, issuing invoices, and providing FENSA certificates and guarantees.

To communicate with you (legitimate interest): Responding to enquiries, providing updates on scheduled work, sending appointment reminders, and following up on completed jobs for quality assurance.

To comply with legal obligations (legal obligation): Maintaining financial records for HMRC, complying with FENSA registration requirements, adhering to Building Regulations documentation requirements, and responding to law enforcement requests.

To improve our services (legitimate interest): Analysing website usage through Google Analytics to understand how visitors use our site, identifying trends, and improving the user experience.

To protect our business (legitimate interest): Preventing fraud, enforcing our terms and conditions, and managing disputes.

We will never sell, rent, or share your personal data with third parties for their own marketing purposes.

4. Who We Share Your Data With

We may share your personal data with the following categories of recipients where necessary:

• Sub-contractors and suppliers: Where specialist glazing work, materials, or installation support is required to fulfil your order.
• FENSA and regulatory bodies: To register qualifying window and door installations as required by Building Regulations.
• Insurance companies: Where you have instructed us through an insurance claim or where we need to validate guarantee claims.
• Professional advisors: Including accountants, solicitors, and insurers for business administration purposes.
• IT and website service providers: Including our web hosting provider, email service, and analytics tools (e.g. Google Analytics), who process data on our behalf under strict data processing agreements.
• Law enforcement or regulatory authorities: Where we are required to do so by law or to protect our legal rights.

5. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected:

• Enquiries and quotes: 2 years from the date of last contact if no work is commissioned.
• Customer records (completed work): 7 years from completion, to cover guarantee periods and comply with HMRC record-keeping requirements.
• FENSA certificates and Building Regulations records: Retained indefinitely as required by regulation.
• Financial records: 7 years as required by HMRC.
• Website analytics data: 26 months (as per Google Analytics default settings).

6. Your Rights Under UK GDPR

Under the UK General Data Protection Regulation, you have the following rights regarding your personal data:

• Right of access: You can request a copy of the personal data we hold about you (a Subject Access Request). We will respond within one calendar month.
• Right to rectification: You can request that we correct any inaccurate or incomplete personal data.
• Right to erasure: You can request that we delete your personal data where there is no compelling reason for continued processing. This is subject to our legal obligations to retain certain records.
• Right to restrict processing: You can request that we restrict the processing of your data in certain circumstances.
• Right to data portability: You can request that we provide your data in a structured, machine-readable format.
• Right to object: You can object to the processing of your data where we rely on legitimate interest as our legal basis.
• Rights related to automated decision-making: We do not carry out any automated decision-making or profiling.

To exercise any of these rights, please contact us at info@greaterlondonglazing.com or write to us at 19 Cyclamen Place, Aylesbury, HP21 8YS. We will respond to all legitimate requests within one month. There is no fee for making a request, unless the request is clearly unfounded or excessive.

7. Data Security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include:

• Secure, encrypted storage of digital records
• Password protection and access controls on all systems containing personal data
• SSL/TLS encryption on our website to protect data in transit
• Regular review of data security practices
• Staff training on data protection responsibilities
• Secure disposal of physical documents containing personal data

8. International Transfers

Your personal data is primarily processed and stored within the United Kingdom. Where any data is transferred outside the UK (for example, through the use of cloud-based services such as Google Analytics), we ensure that appropriate safeguards are in place, including adequacy decisions or standard contractual clauses approved by the Information Commissioner’s Office (ICO).

9. Children’s Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If we become aware that we have collected data from a child without appropriate parental consent, we will take steps to delete that information promptly.

10. Third-Party Links

Our website may contain links to third-party websites, such as social media platforms, industry bodies (FENSA, GGF), and review sites. We are not responsible for the privacy practices of these external websites and encourage you to read their privacy policies before providing any personal data.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or regulatory guidance. The “Last updated” date at the top of this page indicates when it was last revised. We encourage you to review this policy periodically.

12. How to Complain

If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

• Website: ico.org.uk
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would, however, appreciate the opportunity to address your concerns before you contact the ICO, so please contact us first at info@greaterlondonglazing.com.