Privacy Policy

This Privacy Policy explains what personal information we collect, how we use it, how long we keep it, who we may share it with, and the rights individuals have in relation to their personal data.

 

1. Who We Are

Thomas Charles Facilities & Maintenance Ltd provides facilities support, maintenance, key holding, site support, cleaning, refurbishments and waste solutions for clients across a range of sectors.

For the purpose of data protection law, Thomas Charles Facilities & Maintenance Ltd is the data controller for personal information collected through this website and in connection with our services.

Contact details:

Thomas Charles Facilities & Maintenance Ltd
Unit 11 Ridgacre Enterprise Park
Ridgacre Road
West Bromwich
B71 1BW

Email: info@thomascharlesfm.co.uk
Telephone: 0344 544 1788

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2. What Personal Information We Collect

We may collect and process personal information including:

• name;

• company or organisation name;

• job title or role;

• email address;

• telephone number;

• site address or location;

• enquiry details;

• service request details;

• uploaded photos, documents or supporting information;

• correspondence and communication records;

• quotation, job, service and invoice information;

• website usage information, where cookies or similar technologies are used.

We only collect information that is relevant to handling enquiries, providing services, managing business relationships, meeting legal obligations and improving our website and operations.

 

3. How We Collect Personal Information

Ww may collect personal information when:

• you complete a website form;

• you contact us by phone, email, website, social media or other communication methods;

• you request a quote, service visit, support request or site attendance;

• you provide information during the delivery of a service;

• you send us photos, documents or supporting information;

• you engage with our website or online content;

• we receive information from clients, suppliers, subcontractors or other business contacts as part of our work.

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4. How We Use Personal Information

We may use personal information to:

• respond to enquiries;

• review and manage support requests;

• arrange site visits, works, quotations or services;

• communicate with clients, suppliers, subcontractors and site contacts;

• provide facilities, maintenance and related support services;

• manage bookings, job records, completion information and service history;

• process quotations, purchase orders, invoices and payments;

• manage contracts and business relationships;

• maintain internal records;

• improve our website, services and customer experience;

• meet legal, regulatory, insurance, accounting and compliance obligations;

• protect our business, staff, clients, property and legal rights.

We do not sell personal information.

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5. Lawful Basis for Processing

We process personal information under one or more lawful bases, depending on the purpose.

Contractual necessity
We may process personal information where it is necessary to provide a quotation, manage a service request, perform agreed works, administer a contract or take steps before entering into a contract.

Legitimate interests
We may process personal information where it is necessary for our legitimate business interests, including managing enquiries, client relationships, service delivery, internal administration, business records, security, debt recovery and improving our services. We only rely on legitimate interests where we consider that our interests are not overridden by the rights and freedoms of the individual.

Legal obligation
We may process personal information where required to comply with legal, accounting, tax, health and safety, insurance, regulatory or compliance obligations.

Consent
Where we rely on consent, such as for certain types of marketing or non-essential cookies, individuals can withdraw consent at any time.

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6. Website Forms and Support Requests

When you submit a website form or support request, we use the information provided to review your enquiry and contact you about the next suitable step.

Information submitted through the website should only include details relevant to your enquiry or support request. If you upload photos or files, you should avoid including unnecessary personal information.

For urgent or out-of-hours support, please contact us by phone on 0344 544 1788 rather than relying only on a website form.

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7. Sharing Personal Information

We may share personal information where necessary with:

• employees, managers and authorised personnel within Thomas Charles Facilities & Maintenance Ltd;

• subcontractors, suppliers or service partners involved in providing services;

• professional advisers, including accountants, legal advisers and insurers;

• IT, website, email, hosting and software providers;

• payment, banking or invoicing providers;

• clients, site contacts or authorised representatives where relevant to the service;

• regulatory authorities, law enforcement, courts or public bodies where legally required.

We only share personal information where there is a legitimate reason to do so and where appropriate safeguards are in place.

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8. Data Retention

We keep personal information only for as long as necessary for the purpose it was collected and to meet business, legal, accounting, insurance and compliance requirements.

Typical retention periods may include:

• website enquiries and support requests: up to 12 months unless further engagement occurs;

• client, quotation, job and service records: up to 6 years where needed for contract, accounting, insurance or legal purposes;

• invoice and financial records: up to 6 years for accounting and tax purposes;

• employment or contractor-related records: retained in line with legal, HR, tax, insurance and operational requirements;

• marketing consent records: kept while consent remains valid or as needed to evidence consent.

Where information is no longer required, we will securely delete, anonymise or archive it as appropriate.

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9. Data Security

We take reasonable steps to protect personal information from unauthorised access, loss, misuse, alteration or disclosure.

Measures may include:

• access controls;

• password protection;

• secure systems and storage;

• restricted access to business records;

• staff awareness and internal procedures;

• appropriate supplier and service provider controls;

• secure deletion or disposal where information is no longer required.

No website, email system or electronic storage method can be guaranteed as completely secure, but we work to protect information using appropriate practical and technical measures.

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10. Cookies and Website Tracking

Our website may use cookies and similar technologies to support website functionality, improve user experience and understand how visitors use the site.

Cookies may include:

• essential cookies needed for the website to work properly;

• performance or analytics cookies;

• functionality cookies;

• third-party cookies where external services are embedded or connected.

Where required, we will request consent before using non-essential cookies. Visitors can manage cookie settings through the website cookie banner, browser settings or device settings.

For more information, please see our Website Privacy & Cookies Policy.

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11. Marketing Communications

We may use contact details to send relevant business communications where we have a lawful basis to do so.

Where marketing consent is required, we will ask for consent. Individuals can unsubscribe or request that we stop sending marketing communications at any time by contacting us.

We do not sell personal information to third parties for marketing purposes.

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12. International Transfers

Some website, email, software, cloud or IT service providers may store or process information outside the United Kingdom.

Where this happens, we will take reasonable steps to ensure appropriate safeguards are in place, such as using reputable providers and suitable contractual protections where required.

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13. Individual Rights

Under UK data protection law, individuals may have rights including:

• the right to be informed about how personal information is used;

• the right to access personal information;

• the right to request correction of inaccurate information;

• the right to request deletion of personal information in certain circumstances;

• the right to restrict processing in certain circumstances;

• the right to object to processing in certain circumstances;

• the right to data portability in certain circumstances;

• the right to withdraw consent where processing is based on consent.

To make a request, contact us using the details below.

We may need to confirm your identity before responding to a request.

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14. Complaints

If you have concerns about how we handle personal information, please contact us first so we can try to resolve the matter.

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

ICO website: www.ico.org.uk

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15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services, systems or legal requirements.

The latest version will be published on this website with the updated date shown at the top of the page.

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16. Contact Us

For privacy enquiries, data protection requests or questions about this policy, contact:

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Thomas Charles Facilities & Maintenance Ltd
Unit 11 Ridgacre Enterprise Park
Ridgacre Road
West Bromwich
B71 1BW

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Email: info@thomascharlesfm.co.uk
Telephone: 0344 544 1788