Privacy Policy

Website usage data (including user journeys, IP addresses, cookie identifiers and browser information collected via cookies and analytics tools).
- For more information about the cookies we use, please see our Cookie Policy.

Records of meetings and decisions

Information relating to compliments or complaints

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

Names and contact details

Marketing preferences

Records of consent, where appropriate

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

Name

Contact information

Financial transaction information

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

Names and contact details

Purchase or service history

Customer or client accounts and records

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 set out in brief 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. Read more about the right of access.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
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. Read more about the right to data portability.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

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 services and goods are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

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 service 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 for legal requirements are:

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:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We have a legitimate interest in processing personal information in order to respond to enquiries, handle complaints, resolve disputes and protect our business from legal claims. This processing is necessary to ensure we can provide appropriate support to customers and maintain accurate business records. The impact on individuals is minimal as we only use information relevant to the specific enquiry or issue raised and retain it only for as long as necessary.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

We collect personal information:

Directly from you when you contact us, purchase services, download digital products, or subscribe to marketing communications.
Automatically through our website via cookies and analytics tools.
From payment processors when transactions are completed.

How long we keep information

Customer and client records: Up to 6 years after the end of the contract or last transaction (for tax and legal purposes).

Marketing data: Until you withdraw your consent or unsubscribe.

Enquiry correspondence: Up to 24 months after last contact unless further engagement occurs.

Financial transaction records: 6 years in line with HMRC requirements.

Who we share information with

We share personal information only where necessary to operate our business and deliver our services.

We use trusted third-party service providers (data processors), including:

Wix.com Ltd – website hosting and content management
Stripe Payments Europe Ltd – payment processing and fraud prevention
MailerLite Ltd – email marketing services
Google LLC – analytics and business software tools

These providers process personal data on our behalf under contractual safeguards and data protection agreements.

We do not sell personal data.

Regulatory bodies or public authorities where we are legally required to disclose information (for example, HMRC or law enforcement authorities).

Sharing information outside the UK

Some of our service providers, including Wix, Stripe, MailerLite and Google, may process personal data outside the United Kingdom, including in the United States and the European Economic Area (EEA).

Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place in accordance with UK GDPR. These safeguards may include:

The UK Addendum to the EU Standard Contractual Clauses (SCCs)
The International Data Transfer Agreement (IDTA)
Transfers to countries recognised by the UK Government as providing adequate protection

You may request further information about international data transfer safeguards by contacting us using the details above.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this 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

14 February 2026

PRIVACY POLICY

Hennox Solutions customer privacy policy

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