Customer Privacy and Cookies Notice

We are committed to protecting your privacy and handling your personal information fairly, securely and lawfully.  

This notice tells you what data we collect, how we keep it safe and how we use it when you interact with us.  

What information we collect, use, and why

We collect or use the following information to provide and improve products and services for clients:

• Names and contact details

• Transaction data (including details about payments to and from you and details of products and services you have purchased)

• Usage data (including information about how you interact with and use our website, products and services)

• Information relating to compliments or complaints

We collect or use the following personal information for information updates or marketing purposes: 

• Names and contact details

• Marketing preferences

We collect or use the following personal information to comply with legal requirements:

• Name

• Contact information

• Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details

• Address

• Purchase or service history

• Witness statements and contact details

• Photographs

• Relevant information from previous investigations

• Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.

• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.

• Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.

• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.

• Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.

• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.

• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for information updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information to comply with legal requirements:

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability. 

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Where we get personal information from

• Directly from you

• Publicly available sources

• Third parties:

• We may receive your contact information from property management companies or subcontractors we hire to provide cleaning services

   How we protect your information 

Technical Safeguards:

• • Encryption for data in transit and storage

  • Access controls to restrict data access

  • Use of firewalls and security software

Third-Party Assurance:

• Contractual obligations for third-party security

• Requirement of appropriate security measures from partners

How long we keep information

Personal data is retained for the provision of cleaning services and to facilitate the sending of service offers, where requested.  Data collected from initial enquiries will be securely deleted after a period of six (6) months. 

Who we share information with

Others we share personal information with

• Professional or legal advisors

• Regulatory authorities

• External auditors

• Organisations we’re legally obliged to share personal information with

• Suppliers and service providers

• Third parties:

• We may share your information with carefully selected third-party subcontractors who provide services on our behalf.  

Cookies 

Our website is hosted on Google Site and uses Google Forms. Google uses cookies for website functionality, analytics, and to personalise content.

To understand how Google uses cookies, please refer to their policies:

• https://policies.google.com/privacy 

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the Garnet and Wren contact details at the top of the privacy notice.  

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:   

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated  March 2025 

Your privacy is important to us.  For the latest details on how we protect your data please review this Privacy Notice periodically.