First Windscreens is the data controller for the personal information described in this policy. This notice explains what we collect, why we use it, who may receive it, how long we keep it and the rights available to you under UK data-protection law.
1. Information we collect
When you request a quote, contact us or book work, we may collect:
- your name, telephone number, postcode and contact preference;
- your vehicle registration, make, model, glass specification and the service required;
- photographs or descriptions of damage that you send to us;
- appointment, job, invoice, payment and warranty information;
- records of calls, emails, WhatsApp messages and other correspondence.
When you use the website, we may also receive technical and advertising information such as your IP address, browser, device type, pages viewed, referral details, campaign parameters and a Google Click Identifier (gclid).
2. How and why we use it
- Quotes and bookings: to identify the correct glass, contact you, arrange appointments, order materials, take payment and carry out the work. We rely on taking steps at your request and performing our contract with you.
- Customer service and warranties: to keep job records, answer questions, investigate complaints and honour valid guarantees. We rely on our contract, legal obligations and legitimate interests.
- Business records: to maintain invoices, accounts and evidence required for tax, legal or dispute purposes. We rely on legal obligations and legitimate interests.
- Website and advertising measurement: to understand enquiries, improve the website and measure advertising. We rely on consent where required and otherwise on legitimate interests.
- Marketing: to send marketing or use advertising audiences only where we have an appropriate lawful basis. You can opt out at any time.
We do not sell your personal information.
3. Who we share information with
Where necessary, we may share relevant information with:
- glass suppliers, fitters and calibration providers involved in your job;
- our website hosting, CRM, workflow automation and communications providers;
- payment processors and accounting providers;
- telephone, SMS, email and WhatsApp service providers;
- analytics and advertising providers where enabled and lawfully permitted;
- insurers, professional advisers, regulators, courts or law-enforcement bodies where required.
Providers acting for us are expected to protect the information and use it only for the agreed purpose.
4. Advertising and conversion measurement
If you arrive through an advert, campaign details or a gclid may be stored so we can understand which advertising produced an enquiry or booking. Where enabled, we may report a booking or sale back to an advertising platform using an identifier or securely hashed customer information. We use consent where the law requires it, and you can withdraw that consent.
5. Cookies and local storage
The website may use essential storage for functions such as remembering campaign attribution during your visit. Analytics, advertising or session-recording tools will only be used in accordance with applicable cookie rules. You can control or delete cookies and local storage through your browser. Blocking them may affect some website features.
6. International transfers
Some technology providers may process information outside the United Kingdom. Where personal information is transferred internationally, we use an approved safeguard where required, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK extension to an approved data-privacy framework.
7. How long we keep information
- Enquiries that do not lead to work are normally kept for up to 12 months.
- Completed job, invoice and payment records are normally kept for six years for tax, legal and warranty purposes.
- Photographs are kept with the relevant job record, or normally deleted within 12 months where no work is carried out.
- Marketing information is kept until you opt out or it is no longer needed.
- Website and analytics records are retained according to the settings of the relevant service.
We may keep information for longer where a complaint, legal claim or continuing warranty issue requires it.
8. Your rights
Depending on the circumstances, you may have the right to:
- ask for a copy of your personal information;
- ask us to correct inaccurate or incomplete information;
- ask us to delete or restrict the use of information;
- object to processing based on legitimate interests or to direct marketing;
- receive certain information in a portable format;
- withdraw consent at any time where processing relies on consent.
These rights are not absolute and legal record-keeping duties may still apply. We will normally respond within one month.
9. Security
We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, alteration or disclosure. No internet or communications system is completely secure, so please avoid sending unnecessary sensitive information.
10. Contact and complaints
To ask a privacy question or exercise a right, call 0800 054 1080 or write to: Data Protection, First Windscreens, Cowslip Mead, Basildon, Essex, SS14 2AA.
If you are unhappy with how we handle your information, you can complain to the Information Commissioner’s Office at ico.org.uk or call 0303 123 1113. We would appreciate the opportunity to address your concern first.
11. Changes to this policy
We may update this policy when our services, suppliers or legal obligations change. The date shown at the top identifies the latest version.