Privacy Policy
Last updated: 24 October 2026
1. Who we are and how to contact us
EM SHUTTERS is responsible for the personal information we collect to handle your enquiries and provide our shutter services. This notice covers our website, Facebook and Instagram lead forms, and enquiries and orders received by phone, email, WhatsApp or in person.
For privacy questions or to exercise your rights, email hello@emshutters.co.uk or telephone 01367 306393.
2. Information we collect and where it comes from
You provide information when you request a quotation, submit a form, arrange a survey, place an order or contact us. This can include your name, email address, telephone number, postcode and installation address; contact preferences; information about your windows and shutter requirements; survey measurements; correspondence; quotations, orders and payment records.
Our advertising forms also ask about matters such as home ownership, the number of windows, your project timing and your preferred contact time. If you enquire through Facebook or Instagram, Meta passes us the contact details and answers you submit, together with information identifying the form or advert where available.
Our website and advertising tools can collect technical information, including IP address, browser and device details, pages visited, referring pages, cookie identifiers and interactions with our website or adverts. Some information is collected through Squarespace, our website platform, and Meta's advertising tools.
Please provide only information relevant to your enquiry. If you choose not to provide contact details or information needed for a survey or quotation, we may be unable to respond or provide that service.
3. How and why we use your information
Enquiries, surveys and quotations: we use your details to respond, discuss your requirements, arrange visits and prepare quotations. Where you ask us to take steps towards an order, our lawful basis is taking steps at your request before entering into a contract. For other correspondence and enquiry administration, our legitimate interest is responding to people who contact our business and managing those enquiries.
Orders and aftercare: we use relevant details to measure, supply and fit shutters, communicate about your order, record payments and provide warranty or aftercare support. Our lawful basis is performing our contract with you. We also retain records where required to meet legal obligations, including accounting and tax requirements, and where necessary for our legitimate interest in handling complaints and legal claims.
Managing our business: we use Zoho CRM and related integrations to organise enquiries, contact attempts, appointments, quotations and outcomes. Our legitimate interests are keeping accurate records, following up requested services and understanding how our business performs.
Advertising and measurement: we use website and enquiry activity to understand which adverts generate enquiries and subsequent outcomes, and to improve advertising. Our legitimate interest is measuring the effectiveness of our advertising and making it relevant, subject to your rights and interests. Where consent is required for cookies, similar technologies or a particular marketing activity, consent is the required basis for that activity. This notice does not itself provide that consent.
Marketing messages: submitting an enquiry is a request for us to respond about that enquiry; it does not automatically sign you up to unrelated promotional messages. Promotional communications must follow applicable consent requirements or another permission allowed by marketing law. You can object to direct marketing at any time by contacting us or using an unsubscribe option provided.
4. Zoho CRM, Meta feedback and advertising audiences
We use Zoho CRM to store and manage lead and customer records. Zoho Social and LeadChain support the connection between Meta lead forms, our CRM and Meta's Conversions API.
When an enquiry progresses, we send relevant event information back to Meta. This may describe a new enquiry, an attempted contact, a qualified enquiry, a booked appointment, a quotation, an enquiry that is not qualified, or a conversion. Event information can include the time of the event, the Meta lead identifier, and contact identifiers used to match it to the original enquiry or a Meta account. Where supplied for a relevant conversion, event information may include its value and currency.
Contact identifiers such as an email address or telephone number may be hashed before transmission for matching. Hashing changes their format; it does not make the information anonymous. Meta uses matched activity to measure advertising and, where the relevant campaign settings are used, improve delivery towards selected outcomes.
We may also use customer contact identifiers for Meta Custom Audiences and similar-audience advertising where permitted by applicable law and Meta's terms. You can contact us to object to use of your information for direct marketing, including associated audience matching.
Meta uses automated matching and profiling for advertising. That is separate from our discussions with you about your enquiry, survey and order. For information about Meta's own processing and advertising controls, see https://www.facebook.com/privacy/policy/.
5. Who receives information
Relevant recipients include Squarespace for website hosting and website services; Zoho for CRM, social and lead integrations; Meta for Facebook, Instagram, WhatsApp and advertising services; and providers of communications, payment, accounting and professional support where needed for the relevant purpose. Information may also be disclosed where required by law or necessary to establish, exercise or defend legal claims.
We limit the information shared to what is relevant for the purpose. Providers acting on our behalf are subject to applicable data-protection obligations. Providers may also process some information for their own purposes under their own privacy notices. You can read Squarespace's notice at https://www.squarespace.com/privacy and Zoho's at https://www.zoho.com/privacy.html.
6. Cookies and similar technologies
Our website uses cookies and similar technologies for website functions, measurement and advertising, including the Meta Pixel. The Conversions API can also send event information directly from an integration to Meta.
Use the website's Cookie Preferences control, or Manage cookies when the banner is shown, to review the available choices. You can also manage cookies through your browser and advertising preferences through Meta. Non-essential tracking requires consent where the law requires it. Changing browser cookies does not by itself delete an enquiry already held in our CRM; contact us to exercise your rights over that record.
7. Storage and international processing
Our website is hosted by Squarespace, and enquiry and customer records are managed through Zoho CRM. Meta processes information received through its forms and advertising tools. These providers and their service providers operate internationally, so information may be processed outside the UK, including in the European Economic Area and the United States. We do not represent that all information is held only on UK servers.
International transfers must have the protection required by UK data-protection law. Depending on the recipient and destination, this can involve UK adequacy regulations, an applicable Data Privacy Framework arrangement, or approved contractual safeguards such as standard contractual clauses with the UK Addendum or the UK International Data Transfer Agreement. The providers' privacy and data-processing notices explain their applicable arrangements. Contact hello@emshutters.co.uk for further information about transfers relevant to your information and how to obtain details of the safeguards.
8. How long information is kept
Retention depends on why the information is needed. For enquiries that do not become orders, the relevant criteria are whether the enquiry is still active, the timing you have indicated for your project, our last meaningful contact and whether a record remains necessary to handle a complaint or claim.
For customers, the relevant criteria include completion of the order, payment and accounting obligations, applicable warranty or aftercare commitments, and the time during which a legal claim may be brought. A longer-lived warranty can require keeping relevant order and installation information beyond the initial installation date.
Marketing records are retained only while needed for a lawful marketing purpose. A minimal record of an objection or unsubscribe request may be retained so that the preference can be respected. When information is no longer needed for a relevant purpose or legal requirement, it should be deleted or anonymised. Backup copies may remain until the relevant backup cycle expires.
9. Security
We use appropriate technical and organisational measures to protect personal information. Access should be limited to those who need it for the relevant work. No internet transmission or storage system can be guaranteed completely secure. Please contact us promptly if you believe information relating to your enquiry or order has been compromised.
10. Your rights and choices
Depending on the circumstances, you can request access to your personal information, correction of inaccurate information, deletion, restriction of processing or a portable copy. You can object to processing based on legitimate interests and to use of your information for direct marketing. Where processing relies on consent, you can withdraw it at any time without affecting processing carried out lawfully before withdrawal.
These rights are subject to applicable conditions and exceptions. For example, some records may need to be retained to meet legal obligations or deal with legal claims. We may need to verify your identity before disclosing or changing information.
Contact hello@emshutters.co.uk to make a request. We normally respond within one month. Where the law permits an extension for a complex or multiple request, we will explain the reason and timing.
You can complain to the UK Information Commissioner's Office at https://ico.org.uk/make-a-complaint/ or telephone 0303 123 1113. You do not have to contact us first, although we welcome the opportunity to address your concern.
11. Changes to this notice
We may update this notice when our services, systems or legal requirements change. The date above identifies the latest update. Where required, we will bring significant changes or new uses of information to your attention. Questions about this notice can be sent to hello@emshutters.co.uk.