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1. Introduction

Impact Restoration Ltd respects your privacy and is committed to protecting your personal information.

This Privacy and Cookie Policy explains how we collect, use, store and protect your personal information when you:

• visit our website;
• contact us or submit an enquiry;
• request a consultation or quotation;
• enquire about our services;
• apply for a position with us;
• register an interest in working with us as a supplier or subcontractor;
• become a customer, supplier or business contact; or
• otherwise communicate or interact with us.

This policy also explains how we use cookies and similar technologies on our website.

2. Who we are

Impact Restoration Ltd is the controller responsible for the personal information described in this policy.

Company name: Impact Restoration Ltd
Company number: 09872851
Registered office: 20–22 Wenlock Road, London, England, N1 7GU
Website: impactrestoration.uk
Email: hello@impactrestoration.uk
Telephone: 0208 720 7229

When we refer to “Impact Restoration”, “we”, “us” or “our” in this policy, we mean Impact Restoration Ltd.

3. Personal information we may collect

The personal information we collect will depend on how you interact with us.

3.1 Information you provide directly

This may include:

• your name;
• business or organisation name;
• job title;
• email address;
• telephone number;
• postal or site address;
• details about a building, property, site or proposed project;
• information included in an enquiry, consultation request or quotation request;
• correspondence between you and our team;
• records of telephone calls, meetings or site visits;
• billing, payment and transaction information;
• information relating to contracts, projects and services;
• supplier or subcontractor information;
• health and safety, competency, accreditation or insurance information;
• recruitment information, such as your CV, employment history, qualifications and references; and
• any other information you choose to provide to us.

Please avoid including sensitive personal information in a website enquiry unless it is necessary.

3.2 Information collected automatically

When you visit our website, we or our service providers may collect information such as:

• your IP address;
• browser type and version;
• device type;
• operating system;
• approximate location derived from your IP address;
• pages viewed;
• links selected;
• referral source;
• the date and time of your visit;
• the time spent on the website; and
• technical information about how you use the website.

This information may be collected through cookies, server logs, pixels and similar technologies.

3.3 Information received from other sources

We may receive personal information from:

• your employer, contractor, managing agent or another project stakeholder;
• customers, suppliers, subcontractors and professional advisers;
• publicly available sources, such as Companies House or professional websites;
• social media platforms;
• advertising, analytics or website service providers; and
• third parties who refer or introduce you to us.

4. How we use your personal information

We may use your personal information to:

• respond to questions, enquiries and consultation requests;
• prepare quotations, proposals and project recommendations;
• assess buildings, sites and project requirements;
• arrange site visits;
• provide our cleaning, restoration and associated services;
• manage customer relationships and ongoing projects;
• communicate about project progress, scheduling and delivery;
• manage contracts, invoices, payments and accounting records;
• manage our relationships with suppliers and subcontractors;
• verify qualifications, accreditations, insurance and competency;
• process employment applications;
• operate, maintain and improve our website;
• understand how visitors use our website;
• protect our website, systems, staff and customers from fraud, misuse or security threats;
• meet legal, regulatory, insurance and health and safety obligations;
• establish, exercise or defend legal claims;
• request feedback or reviews;
• maintain business records; and
• send relevant marketing communications where permitted by law.

We will not sell your personal information.

5. Our lawful bases for processing

Under UK data protection law, we must have a lawful basis for using your personal information.

We may rely on the following lawful bases:

Contract

We may process your information where it is necessary to:

• provide a quotation or take steps at your request before entering into a contract;
• provide services under a contract;
• manage a customer or supplier relationship; or
• receive services from a supplier or subcontractor.

Legitimate interests

We may process personal information where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights.

These interests may include:

• responding to business enquiries;
• managing projects and customer relationships;
• improving our services and website;
• maintaining business records;
• protecting our business and systems;
• recovering money owed to us; and
• communicating with existing customers and relevant business contacts.

Legal obligation

We may process information where necessary to comply with laws and regulations relating to:

• taxation and accounting;
• employment;
• health and safety;
• insurance;
• construction and building works;
• fraud prevention; and
• legal or regulatory requests.

Consent

We may rely on your consent where required, including for:

• certain marketing communications;
• non-essential cookies and tracking technologies; and
• other optional processing clearly explained when consent is requested.

You may withdraw your consent at any time. Withdrawal will not affect processing that took place before consent was withdrawn.

Legal claims and vital interests

In limited circumstances, we may process information to protect someone’s vital interests or to establish, exercise or defend legal claims.

6. Marketing communications

We may send marketing communications about our services, projects, case studies, articles or company updates where:

• you have consented to receive them;
• you are an existing customer and the law allows us to contact you about similar services; or
• you are a relevant business contact and we have a legitimate interest in contacting you.

You can stop receiving marketing communications at any time by:

• selecting the unsubscribe link in a marketing email; or
• contacting us at hello@impactrestoration.uk.

Even where you unsubscribe from marketing, we may still contact you about active enquiries, contracts, projects, invoices or other service-related matters.

7. Who we may share your information with

We may share personal information with trusted organisations where necessary, including:

• website hosting and website support providers;
• cloud storage and IT service providers;
• customer relationship management and communication providers;
• email and telephone service providers;
• analytics and cookie management providers;
• accountants, auditors, insurers, solicitors and other professional advisers;
• payment processors and banks;
• employees, contractors, suppliers and subcontractors involved in delivering a project;
• customers, principal contractors, managing agents and other project stakeholders;
• health and safety, accreditation and compliance providers;
• recruitment and reference providers;
• government departments, law enforcement bodies, regulators and courts; and
• prospective purchasers, investors or advisers if our business or assets are reorganised or sold.

Service providers acting on our behalf must only use personal information in accordance with our instructions and applicable data protection law.

We may also disclose information where required by law, to protect our legal rights or to protect another person’s safety.

8. International transfers

Some of the technology and service providers we use may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to protect it. These steps may include:

• transferring information to a country recognised by the UK government as providing adequate protection;
• using an approved international data transfer agreement or addendum;
• relying on another legally permitted transfer mechanism; and
• carrying out appropriate risk assessments and security checks.

You may contact us for further information about the safeguards used for international transfers.

9. How long we retain your information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, tax, accounting, insurance and reporting requirements.

Our typical retention periods are:

InformationTypical retention periodGeneral enquiries that do not lead to workUp to 24 months after the last communicationQuotations and unsuccessful proposalsUp to 6 years, depending on the nature of the proposed workCustomer, contract and project recordsUsually 6 years after the end of the contract or projectInvoices, payment and accounting recordsUsually 6 years after the end of the relevant financial periodSupplier and subcontractor recordsUsually 6 years after the relationship endsHealth and safety or incident recordsFor the period required by applicable law, insurance requirements or relevant limitation periodsRecruitment information for unsuccessful applicantsNormally up to 6 months after the recruitment process ends, unless a longer period is agreedMarketing recordsUntil you unsubscribe, object or the information is no longer relevantCookie consent recordsFor as long as needed to demonstrate and manage your preferencesWebsite analytics informationAccording to the retention settings of the relevant analytics platform

We may retain information for longer where there is a dispute, complaint, investigation, legal claim or other lawful reason.

We may anonymise information so that it can no longer identify you. Anonymised information may be retained and used for statistical or business purposes.

10. Security

We use appropriate technical and organisational measures to protect personal information against:

• unauthorised access;
• accidental loss;
• misuse;
• alteration;
• disclosure; and
• destruction.

These measures may include access controls, password protection, secure hosting, backups, staff procedures and restrictions on who can access personal information.

No internet transmission or storage system can be guaranteed to be completely secure. You should therefore take care when sending information electronically.

11. Your data protection rights

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

• ask for access to 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 information;
• object to processing based on legitimate interests;
• object to direct marketing;
• ask to receive certain information in a portable format;
• withdraw consent at any time; and
• complain about how we have used your information.

These rights are not absolute and may be subject to legal exemptions.

To exercise a right, contact us at hello@impactrestoration.uk. We may need to request information to verify your identity before responding.

We will normally respond within one month, although we may take longer where permitted by law if a request is particularly complex or numerous. We will tell you if more time is required.

12. Complaints

If you have a concern about how we have handled your personal information, please contact us first so that we can investigate it.

Please include:

• your name and contact details;
• a clear description of your concern;
• the information or interaction concerned;
• any relevant dates; and
• what you would like us to do to resolve the issue.

We will acknowledge your complaint, investigate it fairly and provide a response as soon as reasonably possible.

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

Information Commissioner’s Office
Website: ico.org.uk
Telephone: 0303 123 1113

We would appreciate the opportunity to address your concern before you contact the Information Commissioner’s Office.

13. Third-party websites

Our website may contain links to websites, social media pages or services operated by third parties.

We are not responsible for the privacy practices, security or content of those third-party services. You should review their privacy information before providing them with personal information.

Cookie Policy

14. What cookies are

Cookies are small text files or pieces of information placed on or accessed from your device when you visit a website.

Cookies and similar technologies may be used to:

• make a website function correctly;
• remember choices or preferences;
• keep a website secure;
• understand how visitors use a website;
• measure website performance; and
• support embedded or third-party content.

Some cookies are deleted when you close your browser. These are known as session cookies. Other cookies remain on your device for a set period or until you delete them. These are known as persistent cookies.

Cookies may also be:

• first-party cookies, which are set by our website; or
• third-party cookies, which are set by another organisation whose technology appears on our website.

15. Types of cookies we may use

Strictly necessary cookies

These cookies are required for the website to operate or to provide a function you have requested.

They may be used for:

• website security;
• fraud prevention;
• network management;
• load balancing;
• remembering privacy or cookie choices; and
• enabling forms or other requested website functions.

These technologies do not normally require consent, although we will still provide information about their use where required.

Functional cookies

Functional cookies remember choices you make and may provide enhanced website features.

They may remember:

• display preferences;
• accessibility preferences;
• form settings; or
• other website customisation choices.

Where required by law, these cookies will only be used after you have provided consent.

Analytics and performance cookies

Analytics technologies help us understand how visitors use the website.

They may collect information about:

• pages visited;
• time spent on pages;
• links selected;
• referral sources;
• device and browser types; and
• website errors.

We use this information to understand website performance and improve the visitor experience.

Where consent is required, analytics technologies will not be activated until you accept them. Certain limited statistical technologies may be used without consent where the legal conditions for an exemption are met. Where we rely on such an exemption, we will provide clear information and a simple way for you to object.

Marketing cookies

Marketing technologies may be used to:

• measure advertising performance;
• understand whether someone responded to a campaign;
• create advertising audiences;
• limit how often advertisements are shown; or
• present more relevant advertising on other websites.

Marketing cookies will only be activated after you have provided consent.

Third-party and embedded content

Pages on our website may include content or functionality supplied by third parties, such as:

• maps;
• videos;
• social media features;
• booking tools;
• security tools; or
• embedded forms.

These providers may place or access cookies on your device. Where their technologies are not strictly necessary, they will be subject to the choices available through our cookie controls.

16. Cookies used on our website

The exact cookies used may change when we update the website or its connected services.

Our cookie consent tool should provide an up-to-date list showing, where applicable:

• the cookie or technology name;
• the provider;
• its purpose;
• its category;
• its duration; and
• whether it is operated by us or a third party.

You can review this information through the cookie settings available on our website.

17. Managing your cookie preferences

When you first visit our website, you may be presented with options to:

• accept non-essential cookies;
• reject non-essential cookies; or
• choose which categories to allow.

Strictly necessary cookies cannot normally be disabled through our website because they are required for the site or a service you request to function.

You can change or withdraw your cookie choices at any time by opening the cookie settings on our website.

Withdrawing consent will not affect the lawfulness of any processing that occurred before your preferences were changed.

You can also control cookies using your browser settings. Most browsers allow you to:

• see which cookies are stored;
• delete cookies;
• block all or selected cookies;
• block third-party cookies; or
• receive a warning before a cookie is placed.

Blocking cookies may affect how parts of the website operate.

18. Changes to this policy

We may update this Privacy and Cookie Policy to reflect:

• changes to our website or services;
• changes to the information we collect;
• changes to the technology providers we use; or
• changes to legal or regulatory requirements.

The latest version will be published on our website and the “last updated” date at the top of the policy will be changed.

Where a change materially affects how we use personal information, we will take reasonable steps to bring it to your attention.

19. Contact us

For questions about this policy, your personal information or your cookie preferences, contact:

Impact Restoration Ltd
20–22 Wenlock Road
London
England
N1 7GU

Email: hello@impactrestoration.uk
Telephone: 0208 720 7229

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