Privacy Policy

1. Who we are

C & D Services (Frome) Ltd, trading as C&D Services, is the data controller for the personal information described in this Privacy Policy.

This means we are responsible for deciding how and why your personal information is used.

We do not have a statutory Data Protection Officer. Questions about this Privacy Policy or how we use personal information can be sent to info@canddfrome.co.uk.

2. Who this Privacy Policy applies to

This Privacy Policy applies to personal information we collect and use about:

• People who visit our website.
• People who contact us by email, telephone, contact form, social media or another communication channel.
• Potential customers who ask for information, quotations or site visits.
• Customers and representatives of businesses or organisations that use our services.
• Residents, tenants, property owners, site contacts or other people whose details are supplied to us so we can provide services.
• Suppliers, subcontractors, associates and professional advisers.
• People who make complaints or submit data protection requests.
• People shown in photographs or other project records where this is relevant to work we have carried out.

If you work for us, apply for a job with us or are engaged by us under a separate contract, additional privacy information may be provided separately where appropriate.

3. The personal information we collect

The personal information we collect depends on how you interact with us and the services you ask us to provide.

We do not normally receive or store full payment card details. Where card payments are available, payment details are usually handled by the relevant payment provider.

We do not routinely collect special category information, such as information about health, religion, political opinions, ethnicity, sexual orientation or biometric data.

Please do not provide special category information unless it is genuinely necessary. Where this information is required, such as information relevant to safe access or service delivery, we will only use it where we have a lawful basis and an appropriate legal condition.

Our services and website are not aimed directly at children, and we do not knowingly collect personal information from children through our website.

4. How we collect personal information

We may collect personal information:

• Directly from you when you contact us, request a quotation, arrange a site visit or use our services.
• When you complete a form on our website.
• When you communicate with us by email, telephone, text message or social media.
• From a business, property manager, landlord, managing agent, contractor or other organisation that has asked us to provide services.
• From residents, tenants, property owners, site managers or other people involved in arranging access to a property or site.
• From suppliers, subcontractors, associates and professional advisers.
• From publicly available business sources.
• Automatically through our website, cookies and similar technologies.
• Through records created while assessing, arranging or completing work.

5. How and why we use personal information

We only use personal information where we have a lawful reason to do so.

Responding to enquiries
We use your information to respond to messages, answer questions and discuss the services you may need. We usually rely on our legitimate interests and steps taken at your request before entering into a contract.

Arranging site visits and preparing quotations
We use contact, property and service information to assess work, arrange access, prepare quotations and recommend appropriate services. We usually rely on steps taken before entering into a contract and our legitimate interests.

Providing services
We use personal information to schedule and complete grounds maintenance, commercial cleaning, window cleaning, exterior cleaning, grounds clearance, property clearance and related services. We usually rely on contract and legitimate interests.

Managing access to properties and sites
We may use names, telephone numbers, addresses, access instructions and site contact details to attend safely and complete agreed work. We usually rely on contract and legitimate interests.

Managing customer relationships
We use personal information to communicate with you, manage ongoing services, keep records, deal with queries and provide customer support. We usually rely on contract and legitimate interests.

Invoicing, payments and accounting
We use financial and transaction information to issue invoices, record payments, manage outstanding balances and meet our tax and accounting responsibilities. We rely on contract, legal obligations and legitimate interests.

Managing suppliers and subcontractors
We use personal information to arrange work, manage contracts, check qualifications, pay invoices and maintain business records. We rely on contract, legal obligations and legitimate interests.

Health, safety and incident management
We may use information to assess risks, manage hazards, record accidents or incidents, protect staff and customers and deal with insurance matters. We rely on legal obligations and legitimate interests.

Project records and photographs
We may take photographs or videos before, during or after work to assess a site, record its condition, show work completed, respond to questions or protect our legal rights. We usually rely on contract and legitimate interests.

Website operation and security
We use technical information to operate, maintain and protect our website, prevent misuse and understand website performance. We rely on legitimate interests and consent where consent is required for cookies or similar technologies.

Complaints, legal claims and disputes
We may use personal information to investigate complaints, respond to disputes, deal with insurance claims, protect our legal rights and comply with legal requests. We rely on legal obligations and legitimate interests.

Meeting legal and regulatory responsibilities
We may use information where necessary to comply with laws, regulations, court orders, tax requirements, waste management responsibilities or requests from authorised public bodies. We rely on legal obligations.

Where we rely on legitimate interests, we consider whether our use of your information is necessary, proportionate and within what you would reasonably expect.

6. Marketing communications

C&D Services does not currently operate an email newsletter or send routine promotional marketing emails.

We may contact you about an existing enquiry, quotation, booking, ongoing service or previous work where this is necessary to manage our relationship with you.

These service communications are not marketing messages.

If we introduce marketing emails in the future, we will update this Privacy Policy and obtain consent where required by law.

We do not sell, rent or trade personal contact lists.

7. Website, cookies and similar technologies

Our website uses cookies and similar technologies. These may be used to:

• Make the website work correctly.
• Protect the website and contact forms from misuse.
• Remember cookie choices and preferences.
• Understand how visitors use the website.
• Measure website performance.
• Improve the website and its content.

Where consent is required for analytics, advertising or other non-essential cookies, we will ask for your consent through our cookie banner or consent management tool.

You can change or withdraw your cookie choices through the cookie settings tool available on our website.

Further information about the cookies we use, their purposes and how long they remain active is available in our Cookie Policy.

8. Photographs and project examples

We may take photographs or videos of a property, site or completed work for purposes including:

• Assessing the condition of a property or site.
• Preparing or supporting a quotation.
• Recording the condition before work starts.
• Recording progress or completed work.
• Responding to customer questions or complaints.
• Supporting insurance or legal matters.
• Providing evidence of work to the organisation that instructed us.

We may also ask to use selected photographs for our website, portfolio, case studies or social media pages.

Where a photograph clearly identifies an individual, private home or sensitive location, we will consider whether permission is needed before publishing it.

We will not normally publish a full private address or personal contact information alongside a project example.

You can contact us if you have a concern about a photograph or project example published by C&D Services.

9. Information supplied by clients and organisations

Some work is arranged by commercial customers, landlords, managing agents, housing providers, facilities managers or other organisations.

These organisations may provide us with personal information about residents, tenants, employees, site contacts, property owners or other people so we can provide the requested services.

This information may include:

• Names and contact details.
• Property or service addresses.
• Access arrangements.
• Appointment information.
• Details relevant to completing the work safely.

The organisation that supplies this information will usually be responsible for explaining how and why the information is used.

Depending on the circumstances, C&D Services may act as a separate data controller or process information on the organisation’s instructions.

If you contact us about information supplied by one of our clients, we may need to pass your request to that client or ask you to contact them directly.

10. Who we share personal information with

We may share personal information with trusted third parties where this is necessary to operate our business, provide services, meet legal responsibilities or protect our rights.

These third parties may include:

• Website hosting providers and website support services.
• Email, cloud storage, file sharing and productivity providers.
• Accounting software providers, banks, payment providers, bookkeepers and accountants.
• Suppliers, subcontractors and associates helping us provide agreed services.
• Waste disposal, recycling and transfer facilities where information is required for lawful waste handling.
• IT support and security providers.
• Insurers, insurance brokers and claims handlers.
• Solicitors and other professional advisers.
• Commercial customers, landlords, property managers or organisations that instructed us to carry out work.
• HM Revenue & Customs, regulators, courts, law enforcement bodies and other public authorities where required or permitted by law.
• Third parties involved in a business sale, merger, restructuring or similar transaction if this becomes relevant.

We only share personal information where there is a proper reason to do so.

Where another organisation processes personal information for us, we expect it to protect the information and only use it for the agreed purpose.

11. International transfers

Some website, email, cloud storage, analytics, accounting or technology providers may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we take reasonable steps to ensure that appropriate safeguards are in place.

These safeguards may include:

• Transfers to countries covered by UK adequacy regulations.
• The UK Extension to the EU-US Data Privacy Framework where applicable.
• An International Data Transfer Agreement.
• The UK Addendum to approved EU Standard Contractual Clauses.
• Another safeguard permitted under UK data protection law.

You can contact us for more information about the safeguards used for international transfers that affect your personal information.

12. How we keep personal information secure

We take reasonable technical and organisational steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.

These measures may include:

• Password protection and secure account access.
• Access controls and limited user permissions.
• Website security and software updates.
• Secure email, cloud storage and business systems.
• Backups and recovery measures.
• Confidentiality responsibilities for staff and subcontractors.
• Limiting access to people who need the information for their role.
• Secure disposal or deletion of records where appropriate.

No system can be guaranteed to be completely secure. We aim to use trusted systems and sensible working practices to reduce risk.

13. How long we keep personal information

We only keep personal information for as long as it is reasonably needed for the purpose for which it was collected.

We may also retain information to meet legal, tax, accounting, insurance or contractual responsibilities, resolve disputes and protect our legal rights.

The periods below are general guidelines. Information may be kept for longer where a legal, contractual, insurance or dispute-related reason applies.

When information is no longer needed, we will delete it, anonymise it or dispose of it securely where reasonably possible.

14. Your data protection rights

Depending on the circumstances, you may have the right to:

• Ask for a copy of the personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Ask us to delete your personal information.
• Ask us to restrict how we use your personal information.
• Object to our use of your personal information.
• Ask us to transfer information to you or another organisation where the right to data portability applies.
• Withdraw consent where we rely on consent.
• Complain to the Information Commissioner’s Office.

These rights are not absolute. In some circumstances, we may need to keep or continue using information to meet legal, tax, accounting, contractual, insurance or regulatory responsibilities.

To exercise your rights, email info@canddfrome.co.uk.

Please include enough information for us to understand your request. We may ask for further information to confirm your identity and protect personal information from unauthorised access.

We will respond without undue delay and normally within one month. Where a request is complex or involves a large amount of information, the law may allow us additional time.

15. Complaints

If you have a concern about how we collect or use your personal information, please contact us first so we can try to resolve it.

Email info@canddfrome.co.uk and include:

• Your name and contact details.
• A clear explanation of your concern.
• Any relevant dates, communications or documents.
• The outcome you would like us to consider.

We will investigate your concern and respond without undue delay.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.

16. Keeping your information up to date

It is important that the personal information we hold about you is accurate and current.

Please let us know if your name, contact details, billing information, service address or other relevant information changes.

You can contact us at info@canddfrome.co.uk.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, website, legal responsibilities or working practices.

The latest version will be published on this page with the date it was last updated.

If we make a significant change that materially affects how we use personal information, we may take additional steps to notify affected people where appropriate.

18. Contact us

Please contact us if you have any questions about this Privacy Policy or how C&D Services uses personal information.