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Privacy Policy

This privacy policy explains how Emergency Glazing London collects, uses, and protects your personal information in accordance with UK GDPR and the Data Protection Act 2018.

Last updated: 21 April 2026

This privacy policy explains how Emergency Glazing London ("we", "us", "our") collects, uses, shares, and protects your personal information when you visit our website, contact us, request a quote, or use our emergency glazing services. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

1. Who We Are

Emergency Glazing London is the data controller responsible for your personal information. Our contact details are:

If you have any questions about this privacy policy or how we handle your personal data, please contact us using the details above.

2. Information We Collect About You

We collect and process the following categories of personal data:

Information you provide directly

  • Contact details: your name, telephone number, email address, and the address where work is required.
  • Service details: information about the glazing work needed, including photos you choose to send us, the type of glass, the nature of the damage, and access arrangements.
  • Payment information: when you pay for services, we process payment details through our third-party payment providers (we do not store full card numbers on our own systems).
  • Insurance information: where relevant, your insurance provider, policy number, and claim reference, which you may share with us so that we can invoice your insurer directly or provide supporting documentation.
  • Correspondence: any information you provide when you call, email, or message us.

Information we collect automatically

  • Website usage data: IP address, browser type, device type, approximate location (city/region), pages visited, and time spent on site. This is collected through standard web server logs and analytics cookies.
  • Cookies and similar technologies: see our Cookie Policy for details.

Information we receive from third parties

  • Insurance companies and brokers who may refer you to us.
  • Property management companies and letting agents who instruct us on your behalf.
  • Review platforms such as Google Business Profile, Trustpilot, or Checkatrade, when you leave feedback about our service.

3. How We Use Your Information and Our Legal Basis

Under UK GDPR we must have a lawful basis for processing your personal data. We rely on the following bases:

Performance of a contract

To respond to your quote request, dispatch a glazier to your property, carry out the work you have requested, invoice you, and provide after-sales support and warranty service.

Legitimate interests

To run our business effectively, including:

  • Keeping records of jobs completed for warranty, quality assurance, and dispute resolution purposes;
  • Preventing fraud and verifying the identity of customers where necessary;
  • Improving our website, services, and customer communications;
  • Analysing how our website is used so we can make it more useful;
  • Pursuing overdue payments and protecting our legal rights.

Legal obligation

To comply with our legal and regulatory duties, including VAT and tax record-keeping (HMRC), health and safety law, and responding to lawful requests from public authorities.

Consent

Where we rely on your consent (for example, for marketing emails or non-essential cookies), you may withdraw it at any time by contacting us or using the unsubscribe link in any marketing message. Withdrawing consent does not affect the lawfulness of processing we carried out before you withdrew it.

4. Who We Share Your Information With

We do not sell your personal data. We share it only with the following categories of recipients and only where necessary:

  • Our glaziers and subcontractors so they can attend your property and carry out the work.
  • Your insurance company or broker where you have asked us to invoice them, submit photographs, or provide a report in support of a claim.
  • Payment processors (such as our card terminal provider or online payment gateway) to take payment from you.
  • Accountants, auditors, and professional advisers under a duty of confidentiality.
  • IT and hosting providers who host our website, email, CRM, and job management systems.
  • Regulators, law enforcement, or courts where we are legally required to do so, or where it is necessary to establish, exercise, or defend a legal claim.
  • A buyer or successor if we sell or transfer the business, in which case this privacy policy will continue to apply.

5. International Transfers

Your personal data is stored within the United Kingdom and the European Economic Area (EEA) wherever possible. Where a service provider hosts data outside the UK/EEA (for example, certain analytics or email providers), we rely on lawful transfer mechanisms such as the UK International Data Transfer Agreement, Standard Contractual Clauses, or UK adequacy regulations to protect your data.

6. How Long We Keep Your Information

We keep personal data only for as long as we need it:

  • Quote enquiries that do not result in a job: up to 12 months, then deleted.
  • Customer records (completed jobs, invoices, correspondence): six years from the end of the financial year in which the work was completed, in line with HMRC requirements and the statutory limitation period under the Limitation Act 1980.
  • Warranty and guarantee records: for the duration of the applicable warranty period plus one year.
  • Website analytics data: up to 26 months.
  • Marketing preferences: until you unsubscribe or ask us to delete them.

When retention periods expire, we either securely delete or fully anonymise your personal data.

7. Your Rights Under UK GDPR

You have the following rights in relation to your personal data. To exercise any of them, please contact us using the details in section 1. We will usually respond within one calendar month.

  • Right of access: obtain a copy of the personal data we hold about you.
  • Right to rectification: have inaccurate personal data corrected or incomplete data completed.
  • Right to erasure ("right to be forgotten"): ask us to delete personal data where there is no compelling reason for us to keep processing it.
  • Right to restrict processing: ask us to suspend processing of your personal data in certain circumstances.
  • Right to data portability: receive your personal data in a structured, commonly used, machine-readable format, or have it transferred to another controller.
  • Right to object: object to processing based on our legitimate interests, and to direct marketing at any time.
  • Rights relating to automated decision-making: we do not use your personal data for any fully automated decision-making or profiling that produces legal or similarly significant effects.
  • Right to withdraw consent: where we rely on consent, you can withdraw it at any time.
  • Right to lodge a complaint: if you are unhappy with how we handle your personal data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk, or on 0303 123 1113. We would, however, appreciate the chance to resolve your concerns before you approach the ICO.

Exercising these rights is free of charge. We may need to verify your identity before we can act on your request.

8. Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate correctly, remember your preferences, and understand how visitors use the site. For detailed information, including how to manage or disable cookies, please read our Cookie Policy.

9. How We Keep Your Information Secure

We have put in place appropriate technical and organisational measures to protect your personal data against accidental loss, unauthorised access, alteration, and disclosure. These include:

  • Encrypted connections (HTTPS/TLS) for the website;
  • Access controls so that only authorised staff and contractors can see customer records;
  • Password protection and multi-factor authentication on our business systems;
  • Regular backups and secure storage;
  • Confidentiality obligations on our staff and subcontractors.

While we take reasonable steps to protect your data, no method of transmission over the internet or electronic storage is completely secure. If we become aware of a personal data breach that poses a risk to your rights and freedoms, we will notify the ICO and, where required, you, without undue delay.

10. Marketing Communications

We will only send you marketing communications where you have expressly opted in, or where you are an existing customer and we are contacting you about similar services (the "soft opt-in" under PECR). Every marketing email will include an unsubscribe link, and you can opt out of all marketing at any time by emailing info@emergencyglazinglondon.com.

11. Children's Data

Our services are provided to adults aged 18 and over. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us and we will delete it.

12. Third-Party Websites

Our website may contain links to third-party websites (such as review platforms, insurance providers, or social media). We are not responsible for the privacy practices of those sites. We encourage you to read their privacy policies.

13. Changes to This Privacy Policy

We may update this privacy policy from time to time to reflect changes to our practices or to applicable law. The "last updated" date at the top of this page shows when the policy was most recently revised. For significant changes, we will provide a more prominent notice on our website or contact you directly where appropriate.

14. Contact Us and Complaints

If you have questions, concerns, or complaints about this privacy policy or about how we handle your personal data, please contact us:

You also have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection:

  • Website: ico.org.uk
  • Helpline: 0303 123 1113
  • Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Cookie Policy

Last updated: 21 April 2026

This cookie policy explains how Emergency Glazing London uses cookies and similar technologies on www.emergencyglazinglondon.com. It should be read alongside our Privacy Policy.

1. What Are Cookies?

Cookies are small text files that websites place on your device when you visit them. They are widely used to make websites work, or work more efficiently, as well as to provide information to the site owners. Similar technologies include local storage, pixels, and scripts; for simplicity we refer to all of these as "cookies" in this policy.

2. How We Use Cookies

We use cookies for the following purposes:

Strictly necessary cookies

These are required for the website to function. They enable core features such as page navigation, secure areas, and remembering whether you have accepted the cookie notice. You cannot disable these cookies through our site, but you can block them in your browser — doing so may prevent parts of the website from working.

Analytics cookies

We use analytics cookies (such as those provided by Google Analytics) to understand how visitors use our site, which pages are most useful, and where improvements are needed. These cookies collect information in an aggregated, largely anonymous form — including IP address, browser type, pages visited, and time spent on site. We do not use analytics to identify individual visitors.

Preference cookies

These remember choices you make (for example, a dismissed cookie banner) so you don't have to set them again on every visit.

Third-party cookies

Some pages may load content from third parties (for example, Google Maps, Google Fonts, YouTube embeds, or social media widgets). These third parties may set their own cookies. We do not control those cookies; please refer to the third party's privacy policy for details.

3. Your Choices

Under the Privacy and Electronic Communications Regulations (PECR) and UK GDPR, we will only set non-essential cookies on your device with your consent. When you first visit our site you will see a cookie banner asking you to accept, reject, or customise non-essential cookies. You can change your preferences at any time by clearing your cookies or adjusting your browser settings.

You can also manage cookies directly in your browser: