Privacy notice

Who is responsible for your information

Wolf + Grain is the controller of personal information described in this notice. Contact us at hello@wolfandgrain.co.uk or on 01992 245670.

Information we collect

• Your name, email address, telephone number and property postcode.
• Project details, budgets, preferred timing, photographs, plans and other files you choose to send.
• Messages and correspondence about an enquiry, quotation or project.
• Telephone call details and recordings where our telephone service records a call. Callers should also hear a recording notice.
• Basic technical and marketing attribution, such as the page submitted, landing page, referring website, campaign tags, search term tags and advertising click identifiers.
• Information needed to quote, enter into and perform a contract, take payment and meet accounting or legal duties.

Why we use it and our lawful bases

• To respond to an enquiry and prepare a quotation or proposal: steps at your request before a contract and our legitimate interest in running the business.
• To design, make, install and manage commissioned work: performance of a contract.
• To keep appropriate financial, tax, safety and project records: legal obligation and legitimate interests.
• To review calls, resolve misunderstandings and improve enquiry handling: legitimate interests. We balance this against callers' rights and provide a recording notice.
• To understand which marketing produces genuine enquiries: our legitimate interest in measuring and improving marketing. Optional advertising or analytics storage will not be used without the choice required by law.

We do not use enquiry details for unrelated email marketing unless you make a separate choice to receive it.

Who we share information with

We use carefully selected providers to operate the website, enquiry tracker, email, file storage and telephone service. These currently include Netlify, Google Workspace and Air Landline. We may also share the minimum necessary information with payment providers, insurers, accountants, professional advisers, suppliers or subcontractors involved in a quotation or project. We do not sell personal information.

International processing

Some technology providers may process information outside the UK. Where this happens, we rely on the provider's applicable UK adequacy arrangements or approved contractual safeguards and security measures.

How long we keep information

• Unsuccessful or dormant enquiries: normally up to 24 months after the last meaningful contact.
• Call recordings: normally up to 90 days, unless needed longer for a complaint, dispute or legal reason.
• Project, contract and accounting records: normally six years after the relevant transaction or end of the relationship, unless a longer period is required.
• Marketing attribution held with an enquiry follows the enquiry retention period.

We may keep information for longer where reasonably necessary for a dispute, legal claim or legal obligation.

Your rights

Depending on the circumstances, you may have rights to access, correct or erase your information, restrict or object to its use, and receive certain information in a portable format. You may object at any time to direct marketing. Contact us using the details above to exercise a right.

Complaints

Please contact us first so we can try to resolve the issue. You also have the right to complain to the Information Commissioner's Office, the UK data protection regulator.

Changes

We will review this notice when our services, suppliers or marketing tools change. The date at the top shows the latest published version.