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Security & Privacy

Our Contact Details

Name: Fleming Verandas UK Limited
Address: Creative Industries Centre, Monmouth Drive, Wolverhampton, West Midlands, WV10 9TG
Phone Number: 01902 212331
E-mail: [email protected]
ICO registration reference: ZB360731
Data Protection contact: Robert Fleming

This privacy policy for Fleming Verandas UK Limited (“we”, “us”, “our”) describes how and why we collect, store, use and share (“process”) your information when you enquire about or buy our products and services, visit our website, or otherwise engage with us, and explains your rights under data protection law.

Summary of Key Points

What information do we process? We process the personal information you provide and information generated during an enquiry, quotation, order or installation.

Do we receive information from third parties? Yes. As a credit broker we receive information from our finance lending partners (such as application decisions), and we may receive information from contractors, suppliers and credit reference or fraud-prevention agencies where relevant to your order.

Do we process sensitive information? We may process limited financial and creditworthiness information where necessary for finance applications, with an appropriate lawful basis.

Do we share information? Yes, with specific categories of third parties such as installers, suppliers, payment processors and finance lenders (see “Who We Share Your Information With”).

How long do we keep it? Only for as long as necessary, or as required by law — financial and finance-related records are kept for at least six years (see “How Long We Keep Your Information”).

What are your rights? You have rights over your personal information, including access, correction, erasure and objection (see “Your Rights”).

What Information We Collect

We collect personal information that you provide to us directly — by telephone, WhatsApp and SMS, email, social media, web form, our website, and during showroom or home visits — and information generated in the course of an enquiry, quotation, order or installation. This may include:

  • Names, phone numbers, email addresses, residential and billing addresses, and contact preferences;
  • Contact or authentication data and digital signatures;
  • Payment information, including card details where you make a payment;
  • Property photographs, images, drawings and documents you provide, and photos of the customer and their property taken for design or installation purposes;
  • IP addresses and technical/usage data collected automatically (see below).

Sensitive and financial information. Where you apply for finance through us, we process financial and creditworthiness information to the extent necessary to facilitate the credit-broking process, with an appropriate lawful basis.

Information collected automatically. When you visit our website we automatically collect technical information such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, approximate location, and information about how you use the site, primarily to keep the site secure and for analytics. We also use cookies and similar technologies (see “Cookies”).

Information We Receive From Third Parties

Unlike many businesses, we do receive some personal information about you from third parties. As an FCA-authorised credit broker, when you apply for finance we receive information from our lending partners, such as the outcome of your application. We may also receive information from contractors and suppliers involved in your installation, and, where relevant, from credit reference or fraud-prevention agencies. We combine this with the information you give us to process your order and finance application.

How We Use Your Information

We use personal information to provide and administer our products and services, including:

  • Responding to enquiries, arranging appointments, surveys and home visits, and preparing quotations and designs;
  • Processing and fulfilling orders, manufacturing, delivery and installation;
  • Facilitating finance applications as a credit broker, where you choose to apply;
  • Taking and processing payments;
  • Providing aftercare, handling warranty claims and managing complaints;
  • Sending service-related and administrative messages;
  • Sending marketing where you have not opted out and we are permitted to do so — you can unsubscribe at any time;
  • Keeping our services secure and preventing fraud;

Meeting our legal, regulatory (including FCA) and tax obligations.

Our Lawful Bases for Using Your Information

Under the UK GDPR and the Data Protection Act 2018 we must have a lawful basis for processing your information. We rely on:

  • Performance of a contract — to provide the products and services you have ordered, and to take steps before entering into a contract.
  • Legal obligation — to comply with our duties, including FCA, anti-fraud, tax and accounting requirements.
  • Legitimate interests — to run and improve our business, keep our services secure, prevent fraud, and carry out limited marketing, where not overridden by your rights.
  • Consent — where we ask for it, for example certain marketing or sharing your details with a finance lender at your request. You can withdraw consent at any time.

Vital interests — in rare cases, to protect someone’s safety.

Who We Share Your Information With

We share personal information only where necessary, with appropriate safeguards. The categories of recipients are:

  • Installers, contractors and suppliers involved in manufacturing, delivery and installation;
  • Finance lenders, including the lenders on our finance panel, where you choose to apply for finance through us;
  • Payment processors, banks, accountants and our professional advisers;
  • IT, cloud-hosting, data-storage, communication and analytics providers who support our business;
  • Regulators, law enforcement and other authorities where we are required or permitted to share information.

We put contracts in place with third parties who process information on our behalf so that they may only use it on our instructions and must keep it secure. We do not sell your personal information.

Finance applications. When you choose to apply for finance, and with your consent, we share relevant personal and financial details with the relevant lender on our panel to facilitate the application. You should refer to that lender’s own privacy notice for how they process your information.

Change of business ownership. If our business or part of it is sold or transferred, relevant personal information may be transferred to the new owner, who may continue to use it as set out in this policy. We will take steps to protect your privacy in any such transfer.

How Long We Keep Your Information

We keep personal information only for as long as necessary for the purposes set out in this policy, or for as long as required or permitted by law. In particular, we keep financial records, and records relating to finance applications and complaints, for at least six years to meet our tax, accounting and FCA regulatory obligations, and we keep records relating to a product warranty for the duration of that warranty. When we no longer need personal information we securely delete or anonymise it, or, where that is not immediately possible (for example because it is held in backups), we securely store and isolate it until deletion is possible.

How We Keep Your Information Safe

We have appropriate technical and organisational measures in place to protect personal information against unauthorised or unlawful processing and against accidental loss, destruction or damage. However, no transmission over the internet or method of storage is completely secure, so while we work to protect your information we cannot guarantee absolute security, and transmission is at your own risk.

Children

Our services are directed at adults. We do not knowingly collect personal information from anyone under 18 years of age in order to provide our services to them as a customer. If you believe we have collected information about a child in error, please contact us and we will take reasonable steps to delete it.

Your Rights

Depending on the circumstances, you have the following rights in relation to your personal information:

  • Right of access — to request a copy of the information we hold about you.
  • Right to rectification — to have inaccurate or incomplete information corrected.
  • Right to erasure — to ask us to delete your information in certain circumstances.
  • Right to restrict processing — to ask us to limit how we use your information.
  • Right to data portability — to ask us to transfer your information in a usable format.
  • Right to object — to object to our use of your information, including for direct marketing or where we rely on legitimate interests.

To exercise any of these rights, or to withdraw consent where we rely on it, please contact us at [email protected]. We will respond in accordance with data protection law and will not usually charge a fee unless your request is manifestly unfounded or excessive.

Complaints

If you are unhappy with how we have handled your personal information, please contact us first so we can try to resolve the matter. You also have the right to complain to the Information Commissioner’s Office (ICO) at https://ico.org.uk, by phone on 0303 123 1113, or by post at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Our ICO registration reference is ZB360731.

Cookies

Our website may place and access cookies on your device to improve your experience and our services. Before placing non-essential cookies, we will ask for your consent through a cookie banner. You can decline non-essential cookies, although some features of the site may not then work fully, and you can control and delete cookies through your browser settings.

Strictly necessary cookies are required for the operation of the site, including maintaining your session. Targeting cookies record your visit, the pages you view and the links you follow, so we can make the site and any advertising more relevant; these are only used where you have consented.

Updates to This Policy

We keep this privacy policy under review and update it from time to time, for example to reflect changes in our services or the law. The current version is always the one published on our website, and it takes effect as soon as it is published.

General

You may not transfer any of your rights under this policy to another person. This policy is governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Fleming Verandas UK Ltd. Registered office: Creative Industries Centre, Monmouth Drive, Wolverhampton, WV10 9TG. Companies House number 12691620. ICO registration ZB360731.