Privacy Policy

Effective Date: June 2026

Data Controller: Glazie Ltd (Company Number 12310620), trading as Window Fixers

Window Fixers is committed to protecting your privacy and handling your personal information responsibly. This policy explains what information we collect, why we collect it, how we use and protect it, and the rights you have over it.

We are the data controller for the personal information we hold about you. We process personal information in accordance with the UK GDPR, the Data Protection Act 2018 (as amended by the Data (Use and Access) Act 2025) and the Privacy and Electronic Communications Regulations (PECR).

In this policy, “we”, “our” and “us” mean Glazie Ltd, trading as Window Fixers. “You” means the person whose personal information we hold — usually a customer or enquirer.

1. WHO WE ARE

Window Fixers is a specialist window and door repair company serving London, Essex, Kent and surrounding areas. The business is operated by Glazie Ltd, a company registered in England and Wales (Company Number 12310620).

For any questions about this policy or about how we handle your personal information, our data protection lead is Adam Crake. You can contact him using the details in section 16.

We are a small business and are not legally required to appoint a statutory Data Protection Officer; Adam Crake is our nominated point of contact for data protection matters.

2. INFORMATION WE COLLECT

We only collect information that we need in order to deal with your enquiry and provide our services. Depending on how you interact with us, this may include:

Contact and identity details — your name, address, email address and telephone number.
Job details — information about the window or door fault, the property, access arrangements, and any photographs or videos you send us (for example by WhatsApp) to help us provide an estimate.
Appointment and service records — details of work carried out, parts supplied, and warranty, guarantee and maintenance records.
Payment information — records that a payment has been made and for what. We do not store full card details (see section 15).
Correspondence — messages and notes from your contact with us by phone, email, WhatsApp, our website or social media.
Website data — limited technical and usage data collected through cookies (see section 13).
Recruitment information — if you apply to work with us, the details contained in your application.

Where we ask you for personal information, we will only request what is necessary or reasonable to provide the service you have requested. You do not have to provide information that is not needed for that purpose.

3. HOW WE USE YOUR INFORMATION & OUR LAWFUL BASES

We use your personal information to:

Respond to enquiries and provide estimates
Arrange and carry out appointments
Supply our repair, glazing and maintenance services
Take and process payment
Administer warranties and guarantees
Keep records of work and any certificates
Handle complaints and warranty claims
Prevent and detect fraud and protect our business
Improve our services, including customer surveys
Send you marketing where you have asked us to (see section 7)
Meet our legal and regulatory obligations

UK data protection law requires us to have a lawful basis for processing your information. We rely on the following:

Contract — to provide a quotation, carry out the work you have asked for, take payment and honour your warranty. This processing is necessary to perform our contract with you.

Legitimate interests — to run and improve our business, keep service and warranty records, carry out customer surveys, prevent fraud, keep our premises and systems secure, and establish or defend legal claims. We only rely on this where our interests are not outweighed by your rights.

Legal obligation — to comply with our duties under law, for example health and safety requirements and keeping financial records for tax purposes.

Consent — where we send you marketing about other products or services by email or text, and for non-essential cookies. You can withdraw consent at any time.

4. SPECIAL CATEGORY DATA

We do not seek out or process “special category” personal data (such as information about health, race, religion or similar) in the ordinary course of our work. Please do not send us this type of information unless it is genuinely necessary — for example, telling us about an access requirement at the property.

5. WHO WE SHARE YOUR INFORMATION WITH

We do not sell your personal information to anyone. We share it only where necessary, with:

Engineers / subcontractors who carry out work on our behalf (see section 6).
Service providers who support our business, such as our payment provider, IT and software providers, and parts and glass suppliers.
Professional advisers such as accountants or, where needed, legal advisers.
Authorities and law enforcement where we are required to do so by law, or to protect our rights, property or safety, or those of our customers, staff or others.
A buyer or seller if we sell or buy a business or assets, in which case customer information may be one of the transferred assets.

Where we share your information with a provider who processes it on our behalf, we put a written agreement in place requiring them to keep it secure and to use it only for the purposes we specify.

6. SUBCONTRACTORS & SERVICE PROVIDERS

We sometimes use trusted subcontractors and engineers to carry out repairs and installations. To do their job, they may receive your name, address, contact details and details of the work required.

These subcontractors act as our data processors. We have written agreements in place with them, as required by the UK GDPR, which require them to:

process your information only on our instructions and only to carry out the work;
keep your information secure and confidential;
not use your information for their own marketing or other purposes; and
help us respond to any request you make about your information.

We remain responsible for your information when it is handled by a subcontractor on our behalf.

7. MARKETING & YOUR CHOICES

We will only send you marketing — such as offers or information about other services — where you have agreed to receive it, or where the law otherwise allows us to contact an existing customer about similar services.

Every marketing message will give you an easy way to opt out, and you can tell us at any time that you no longer wish to receive marketing by contacting us using the details in section 16. Opting out of marketing will not affect any service we are providing to you.

8. TRANSFERS OUTSIDE THE UK

We aim to keep your personal information within the UK. If any of our service providers process information outside the UK, we will make sure appropriate safeguards recognised under UK data protection law are in place to protect it.

9. HOW LONG WE KEEP YOUR INFORMATION

We keep your personal information only for as long as we need it, after which we securely delete or anonymise it. As a general guide:

Job, warranty and guarantee records — for the length of the relevant guarantee plus a reasonable period afterwards, so we can deal with any claim.
Financial and payment records — for at least 6 years, to meet our tax and accounting obligations.
Enquiries that do not lead to work — for a short period, then deleted.
Marketing preferences — until you ask us to stop or withdraw your consent.

We may keep information for longer where we need it to establish, exercise or defend legal claims.

10. SECURITY

We are committed to keeping your information secure. We use appropriate physical, electronic and organisational measures to protect the information we hold against unauthorised access, loss or disclosure.

We have processes in place to identify, manage and, where necessary, report personal data breaches to the Information Commissioner’s Office and to affected individuals, in line with our legal obligations.

11. YOUR RIGHTS

Under UK data protection law you have the following rights over your personal information:

Access — to ask for a copy of the information we hold about you.
Rectification — to have inaccurate or incomplete information corrected.
Erasure — to ask us to delete your information in certain circumstances.
Restriction — to ask us to limit how we use your information in certain circumstances.
Objection — to object to processing based on our legitimate interests, and to object to direct marketing at any time.
Portability — to receive certain information in a portable format.
Withdraw consent — where we rely on your consent, you can withdraw it at any time.

We do not make decisions about you using solely automated means, and we do not carry out profiling.

To exercise any of these rights, contact us using the details in section 16. We will respond within one month. There is normally no charge, although we may charge a reasonable fee, or decline to act, if a request is clearly unfounded or excessive — we will explain this if it applies.

12. HOW TO COMPLAIN

You have the right to complain to us directly about how we have handled your personal information. Please contact us using the details in section 16, and we will look into it and respond.

If we hold inaccurate information, please write to us with any evidence of what it should say, and keep copies of your correspondence. If the information has not been corrected within a reasonable time (we suggest 28 days), you may make a formal complaint.

If you remain dissatisfied, you can complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator:

Information Commissioner’s Office
Telephone: 0303 123 1113
Website: www.ico.org.uk

We would, however, appreciate the chance to address your concerns before you approach the ICO, so please do contact us first.

13. COOKIES

A cookie is a small file placed on your device when you visit our website. Cookies help the site work properly, remember your preferences, and help us understand how the site is used so we can improve it.

When you first visit our website, our cookie banner lets you choose which cookies you accept. We use the following categories:

Strictly necessary cookies — needed for the website to function. These do not require your consent and are always on.
Analytics / performance cookies — help us see how visitors use the site so we can improve it.
Functional cookies — remember choices you make to improve your experience.
Marketing cookies — used to make advertising more relevant, where applicable.

Except for strictly necessary cookies, we only set cookies where you have agreed through our cookie banner, and you can change or withdraw your choices at any time using the banner or your cookie settings. You can also control cookies through your browser settings, although blocking some cookies may affect how the website works.

14. LINKS TO OTHER WEBSITES

Our website may contain links to other websites. Once you leave our site, we have no control over those websites and are not responsible for the protection or privacy of any information you provide there. We recommend you check the privacy policy of any website you visit.

15. PAYMENTS

Where you pay online, you are transferred to a secure page operated by our payment service provider, Stripe. Card payment details are handled by that provider and are not collected or stored by us. That page may be styled to look like our website but is operated by the payment provider, not by us.

16. CHANGES TO THIS POLICY & CONTACT US

We may update this policy from time to time to reflect changes in our practices or the law. The version published on our website is the one that applies. We recommend you check this page from time to time, and we will show the effective date of any update at the top.

If you have any questions about this policy or wish to exercise your rights, please contact:

Mr. Rehan Jamil — Data Protection Lead
Window Fixers (Glazie Ltd)
Email: [email protected]
Telephone: 0208 064 1844

Glazie Ltd
Trading as Window Fixers — Company No. 12310620

Website: www.windowfixers.london
Telephone: 0208 064 1844
Email: [email protected]

Serving London, Essex, Kent and surrounding areas. This Privacy Policy is effective from June 2026.