Privacy Policy

Last updated: 11 May 2026

This Privacy Policy explains how BESPOKE BUILDING AND MAINTENANCE NE LTD (“we”, “us”, “our”) collects, uses, stores, and protects your personal data. We’re a registered company in England and Wales (Company No. 16002428), with our office at Unit 8g West Chirton Trading Estate, North Shields, NE29 7TY. If you’ve got a question about anything here, drop us a line at hello@bespokebuildingne.com.

1. Who’s responsible for your data

BESPOKE BUILDING AND MAINTENANCE NE LTD is the “data controller” for the personal data we collect about you. That means we’re the ones deciding why and how your data gets used, and we’re the ones the law holds responsible for looking after it properly under the UK GDPR and the Data Protection Act 2018.

ICO registration: [TO BE CONFIRMED — registration with the Information Commissioner’s Office is pending].

2. What data we collect

We only collect what we need to do our job properly. That breaks down as:

  • Contact details — your name, postcode, phone number, email address (so we can talk to you and find your property)
  • Job details — description of the work, photos you send us, urgency, access notes
  • Site survey notes — measurements, materials lists, condition reports we make during visits
  • Quote and invoice records — what we quoted, what you accepted, what got paid
  • Payment information — handled by our payment processor (we don’t store full card numbers ourselves)
  • Communication records — emails, WhatsApp messages, call notes related to your job
  • Website data — basic technical info like IP address and browser type when you visit our site (see our Cookie Policy)

3. Why we use it (legal bases)

Under UK GDPR, we have to tell you the legal reason for using your data. Here’s how it breaks down for our business:

  • Contract (Art 6(1)(b)) — once you’ve booked a job or signed a maintenance plan, we use your data to actually deliver the work, send quotes, raise invoices, and handle warranty issues
  • Legitimate interests (Art 6(1)(f)) — for sending quotes you’ve asked for, scheduling site surveys, and following up on enquiries within a reasonable window
  • Legal obligation (Art 6(1)(c)) — for keeping invoice and tax records (HMRC requires us to hold these for 6 full tax years), Building Regulations compliance documents, and insurance claim records

4. How long we keep it

  • Enquiries that didn’t turn into a job — 6 months, then deleted
  • Quotes that didn’t get accepted — 12 months, then deleted
  • Completed job records and invoices — 6 full tax years (HMRC requirement)
  • Insurance-related records — 6 years from end of work (for public liability claims)
  • Maintenance plan subscriber data — for the duration of your subscription, plus 6 years after cancellation (tax records)

5. Who we share it with

We don’t sell your data. Full stop. The only third parties who see any of it are:

  • Our accountant — invoice and payment records, for tax purposes
  • Our payment processor — card details and transaction info, when you pay online (they’re PCI-DSS compliant and never share your card number with us)
  • Our bank — for processing bank transfers
  • Our insurance provider — only if there’s a claim involving your job
  • Suppliers and subcontractors — only the minimum info they need (e.g., a delivery address)
  • HMRC, Companies House, or other regulators — when the law requires us to

All of these are based in the UK or the EU. We don’t transfer your data outside the UK/EU without putting proper safeguards in place first.

6. Your rights

You’ve got the following rights under UK GDPR. You can use any of them for free, and we’ll respond within one calendar month:

  • Access — ask us for a copy of all the personal data we hold about you
  • Rectification — get us to fix anything that’s wrong
  • Erasure (“right to be forgotten”) — get us to delete your data (subject to legal retention requirements)
  • Restriction — tell us to stop using your data while we sort something out
  • Portability — get your data in a portable format to take elsewhere
  • Objection — object to us using your data for legitimate interests purposes
  • Withdraw consent — where we’re relying on your consent (mostly marketing), you can withdraw it any time

To exercise any of these, email hello@bespokebuildingne.com with “Data Request” in the subject line.

7. Security

We take reasonable steps to keep your data safe. That includes encrypted email, password-protected business systems, locked physical files for paper records, and access-controlled site survey records. No system is 100% secure, but we work hard to keep yours protected.

8. Cookies and website tracking

We use a small number of essential cookies to make the website work properly. See our Cookie Policy for the details.

9. Complaints

If you’re not happy with how we’ve handled your data, please tell us first — email hello@bespokebuildingne.com and we’ll do our best to put it right.

If you’re still not happy, you’ve got the right to complain to the UK regulator, the Information Commissioner’s Office (ICO):

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

10. Changes to this policy

If we update this policy, we’ll change the “Last updated” date at the top. For significant changes, we’ll let active customers know by email. The current version always lives at this URL.

Questions? Drop us a line at hello@bespokebuildingne.com.

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