Privacy Policy

1. Who we are

Cranleigh Carpet Warehouse Ltd is the data controller for the personal information described in this policy. We are registered in England and Wales under company number 17301512.

Questions or requests about your personal information should be sent to info@cranleighcarpetwarehouse.com or to our registered office.

2. Information we collect

Depending on how you deal with us, we may collect identity and contact details, including your name, address, email address and telephone number.

We also collect enquiry, appointment and quotation information, including room details, measurements, product choices, access requirements and communications with you.

Order and fitting information includes delivery and installation dates, site notes, photographs where relevant, snagging and aftercare records.

Payment and transaction information, such as amounts paid, payment dates and invoice records, is collected as required. We do not normally retain full payment-card details.

Website and device information, including IP address, browser, pages visited, referral source and cookie identifiers, may be collected where our website technology collects them.

We also record marketing preferences, reviews, feedback and any consent you give for photographs or testimonials, together with other information you choose to provide, including information needed to make reasonable adjustments or safely complete work at your property.

3. How we collect information

We collect information directly from you by telephone, email, website forms, during home visits and measures, through quotations and contracts, and while supplying or fitting flooring.

We may also receive information from someone acting for you, a builder, landlord, managing agent, referral partner or another person involved in the project.

Website analytics, advertising and cookie providers may supply information about visits to our website, subject to your cookie choices.

Public sources may provide limited information needed to verify an address, business customer or property location.

4. Why we use information and our lawful bases

We only use personal information where data protection law permits it. The main purposes and lawful bases are set out in the table below.

5. If you do not provide information

We may be unable to prepare an accurate quotation, order products, arrange fitting, take payment or meet legal and safety obligations if you do not provide information that is necessary for those purposes. We will explain when information is required and the likely consequence of not providing it.

6. Who we share information with

We may share the minimum information necessary with our employees, fitters and other people working under our authority.

Flooring manufacturers, wholesalers, delivery companies and specialist contractors involved in your order may receive relevant order details.

We also use website hosting, email, customer-management, analytics, advertising, cloud-storage and IT support providers who process information on our behalf.

Banks, payment providers, accountants, insurers, auditors and professional advisers may receive transaction or business information where necessary.

Government bodies, regulators, courts, law-enforcement agencies or other parties may receive information where disclosure is required or permitted by law.

A purchaser, investor or adviser may receive information if we restructure, sell or transfer all or part of the business, subject to appropriate confidentiality safeguards.

We require service providers to protect personal information and use it only for the agreed purpose. We do not sell personal information.

7. International transfers

Some technology providers may store or access personal information outside the United Kingdom. Where this happens, we use a lawful transfer mechanism, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses, together with any additional safeguards required.

8. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, insurance and dispute requirements.

Enquiries and quotations that do not become orders are kept for up to two years after the last contact.

Customer contracts, orders, fitting records, invoices and complaints are normally kept for six years after completion or final resolution.

Accounting and tax records are kept for the period required by law, normally at least six years.

Marketing records are kept until you opt out, consent is withdrawn or the information is no longer needed; suppression records may be retained to respect an opt-out.

Website logs and analytics information are kept according to our security needs, cookie settings and the retention controls of the relevant provider.

We may keep information longer where a claim, complaint, legal hold or regulatory requirement makes this necessary. We may anonymise information so that it no longer identifies you and use it for statistical or business-analysis purposes.

9. Marketing

We may contact you about relevant products, services or offers where you have consented or where the law otherwise permits. Every electronic marketing message will provide a simple way to opt out. You can also opt out at any time by contacting us.

Opting out of marketing does not stop service messages about an enquiry, quotation, order, appointment, fitting or payment.

10. Website cookies and advertising

Our website may use essential cookies needed for security and operation. With your consent, it may also use analytics or advertising cookies to understand website use, measure campaigns and improve our services.

You can accept, reject or change non-essential cookie choices through the website’s cookie controls. Browser settings may also block or delete cookies. A separate cookie notice should identify the cookies and providers currently in use.

11. Photographs, reviews and testimonials

We may take photographs to record site conditions, measurements, installation progress, completed work or a reported problem. Operational photographs are used only where reasonably necessary to provide the service, protect property, resolve issues or keep appropriate records.

We will obtain consent before publishing photographs that identify you, your household or your address, or before publishing your name with a testimonial. You may withdraw consent for future use, although this will not affect lawful use before withdrawal.

12. Security

We use appropriate organisational and technical measures to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. Access is limited to people who need the information for their work and who are subject to confidentiality obligations.

No internet or storage system is completely secure. If a personal-data breach creates a risk to individuals, we will assess it and notify the Information Commissioner’s Office and affected people where required by law.

13. Your data protection rights

Depending on the circumstances, you may have the right to be informed about how we use your personal information, request access to personal information we hold about you, ask us to correct inaccurate or incomplete information, and ask us to erase information where there is no lawful reason to keep it.

You may also ask us to restrict how information is used in certain circumstances, receive information you provided in a portable format where the legal conditions apply, object to processing based on legitimate interests, and object at any time to direct marketing.

You can withdraw consent at any time where processing relies on consent, and complain to the Information Commissioner’s Office.

These rights are not absolute and exemptions may apply. We may ask for information to verify your identity. We do not normally charge a fee and will respond within the period required by law.

14. Automated decision making

We do not use personal information to make decisions about you solely by automated means that produce legal or similarly significant effects.

15. Children

Our services are not directed at children and we do not knowingly collect children’s information for marketing. If information about a child is relevant to safe access or reasonable adjustments at a property, we use only what is necessary.

16. Complaints and the ICO

Please contact us first if you have a concern about our use of your information. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or by calling 0303 123 1113.

17. Changes to this policy

We may update this policy when our services, technology or legal obligations change. The latest version will show its effective date and will be available through our website or on request. Material changes will be highlighted where appropriate.