Who we are
M&S BESPOKE PLUMBING & HEATING LTD (trading as M&S Bespoke) is a plumbing and heating business operating in Warwickshire and the surrounding counties. We are registered in England and Wales under company number 08827896, VAT registration number 425 9304 95. We are the data controller for the personal information described in this policy.
Contact for any privacy matter: info@ms-bespoke.com or +44 7716 439591.
Information we collect
- Contact details you provide: name, phone number, email address, postcode and address.
- Details of the work you are asking about, including photos, plans or files you upload.
- Bathroom planner designs you create and choose to send to us, together with the contact details you submit with them.
- Basic technical information about your visit: the page you submitted a form from, the referring website or campaign, your browser type, and a one-way hashed record derived from your IP address used to reduce spam submissions.
- Records of our correspondence with you, including quotes, invoices and job notes.
We do not knowingly collect information from children, and we do not collect special category data.
Why we use it, and our lawful basis
- Responding to your enquiry, quoting and carrying out work. Lawful basis: performance of a contract, or steps taken at your request before entering one.
- Sending confirmation and service emails about your enquiry or job. Lawful basis: performance of a contract, or our legitimate interest in confirming that we have received your enquiry.
- Keeping records for accounting, tax, warranty and safety certification. Lawful basis: legal obligation.
- Preventing spam and protecting the website. Lawful basis: our legitimate interest in keeping the service secure.
- Marketing emails such as service reminders and maintenance tips. Lawful basis: your consent, given by ticking the marketing box. You can withdraw it at any time using the unsubscribe link in any marketing email.
- Website analytics. Lawful basis: your consent, given through the cookie banner. See our cookie policy.
Cookies and analytics
Analytics cookies are only set if you accept them in the cookie banner. If you reject them, only strictly necessary cookies are used. Full detail, including how to change your choice, is in our cookie policy.
Who we share it with
We never sell your data. We share it only with service providers who process it on our instructions, and only as far as needed:
- Website and database hosting providers.
- Email delivery providers, for confirmation and notification emails.
- Analytics providers, where you have consented.
- Our accountants, and HMRC or other authorities where the law requires it.
Some providers may process data outside the UK. Where that happens, transfers are covered by UK adequacy regulations or the International Data Transfer Agreement or Addendum.
How long we keep it
- Enquiries that do not become jobs: up to 24 months, then deleted or anonymised.
- Customer and job records, including invoices: 6 years after the end of the relevant tax year, to meet HMRC requirements.
- Gas safety and installation certificates: retained for as long as needed for safety and warranty purposes.
- Marketing consent records: until you unsubscribe, plus a suppression record so we do not contact you again.
Your rights
Under UK GDPR you have the right to:
- Be informed about how your data is used.
- Access a copy of the personal data we hold about you.
- Have inaccurate data corrected.
- Ask us to erase data where there is no ongoing reason for us to keep it.
- Restrict processing in certain circumstances.
- Data portability, where processing is based on consent or a contract.
- Object to processing based on our legitimate interests, and to direct marketing at any time.
- Withdraw consent at any time, without affecting processing carried out before withdrawal.
To exercise any right, email info@ms-bespoke.com. We respond within one month. There is no charge in normal circumstances.
Complaints
If you are unhappy with how we have handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, telephone 0303 123 1113, ico.org.uk.
Changes to this policy
We review this policy periodically and will publish any updated version on this page.
Last updated: August 2026.