This privacy notice explains how Northcrest Stoves collects and uses personal information through the website ashfordstove.co.uk, and what rights you have. We take your privacy seriously and only collect what we need to respond to enquiries, run the website and keep it secure.

Who we are

Northcrest Stoves (ashfordstove.co.uk) is the data controller for personal information collected through this website. If you have any questions about this notice or how your information is used, please contact us using the details on our contact page.

Information we collect

Contact and quote enquiries

When you use our contact or quote forms, we collect:

your name;
your phone number;
your email address;
your address and postcode;
your preferred contact method;
the service you are interested in; and
any message or details you choose to include.

Please do not include sensitive information, such as health details, in your message unless it is relevant to your enquiry.

Property questionnaire

After you send an enquiry, we may invite you to answer an optional questionnaire about your property, such as its type and age, your chimney, the stove you would like, access, and your preferred installation dates. Your answers are linked to your enquiry through a private link, are sent to us and our lead-handling partner in the same way as your enquiry, and are used only to prepare your survey and quotation. Answering is entirely optional.

Testimonials

If you submit a testimonial, we collect your name, your location and your comments. Testimonials are reviewed before publication. If approved, your name and general location are published on the website alongside your comments.

Website statistics

When you visit the website, we record basic technical information to understand how the site is used and to keep it secure. This includes the page address you visited, the date and time, the referring website (if any), your IP address, your browser and device information (user agent) and your approximate country.

Spam protection

Form submissions are checked automatically to detect and block spam and abuse. This may involve examining the content of the submission and technical information such as your IP address and the time taken to complete the form.

How we use your information

To respond to your enquiry, arrange a survey and prepare a quotation.
To contact you using your preferred method about your enquiry or installation.
To publish testimonials you have chosen to submit, after review.
To understand how the website is used and improve it.
To protect the website and our forms against spam, fraud and misuse.
To meet legal and regulatory obligations, such as keeping records of work carried out.

Lawful bases for processing

Under the UK General Data Protection Regulation (UK GDPR), we rely on the following lawful bases:

Steps prior to entering into a contract, when you ask us for a quote or information about our services, and contract if you go ahead with work.
Legitimate interests, for responding to general enquiries, publishing testimonials you submit, keeping website statistics, and protecting the site against spam and misuse. We have considered these interests and believe they do not override your rights.
Consent, for any optional analytics cookies. You can withdraw consent at any time.
Legal obligation, where we must keep certain records, for example for tax or Building Regulations purposes.

Who we share your information with

Enquiries submitted through our forms are sent by email to Northcrest Stoves and to our lead-handling partner, Geordie Leads (geordieleads.co.uk). Geordie Leads receives and forwards enquiries so that they reach the right person promptly. They only use your information for this purpose.

We also use service providers who help us run the website and email, such as hosting and email providers. They process information on our behalf and only as needed to provide their services.

We may share information where required by law, or to protect our rights or the safety of others. We do not sell your personal information, and we do not share it with third parties for their own marketing.

Maps on town pages

Some pages, such as our town pages, include a map provided by OpenStreetMap. When you view one of these pages, your browser loads map images directly from openstreetmap.org, which means OpenStreetMap receives your IP address and browser information. Their use of this information is covered by the OpenStreetMap Foundation's own privacy policy.

Cookies

The website uses a strictly necessary session cookie when site administrators log in. This is required for the admin area to work and is not used to track visitors. Analytics cookies are only set if you consent to them. See our cookie policy for more detail.

How long we keep your information

Enquiries are kept for as long as needed to deal with your enquiry and any follow-up. If you do not go ahead, we delete them when they are no longer needed.
Customer records, where you go ahead with work, are kept for as long as needed for guarantees, Building Regulations records, tax and legal purposes.
Website statistics that include IP addresses are kept for up to 90 days. After that they are deleted or aggregated so that individuals cannot be identified.
Testimonials remain published until you ask us to remove them, or until we decide they are no longer relevant.

Keeping your information secure

We use appropriate technical and organisational measures to protect your information, including encrypted connections to the website (HTTPS) and restricted access to enquiry records and the admin area. No method of transmission over the internet is completely secure, but we work to protect your information.

Your rights

Under UK data protection law, you have the right to:

ask for a copy of the personal information we hold about you;
ask us to correct information that is inaccurate or incomplete;
ask us to delete your information in certain circumstances;
ask us to restrict how we use your information in certain circumstances;
object to our use of your information where we rely on legitimate interests;
ask for your information to be transferred to another organisation, where applicable; and
withdraw consent at any time, where we rely on consent.

To exercise any of these rights, please contact us using the details on our contact page. We will respond within one month, as required by law. We may need to confirm your identity before acting on a request.

Complaints

If you are unhappy with how we have handled your information, please contact us first so we can try to put things right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk.

Changes to this notice

We may update this privacy notice from time to time, for example if we change how the website works. The latest version will always be available on this page.

Privacy Policy