Privacy Policy
How we collect, use and protect your personal data, written in plain English, as UK GDPR asks of us.
Last updated: 1 July 2026
1. Who we are
Grand Innovations is a home-improvement company based in New Haw, Surrey, serving Surrey and London. For anything in this policy (questions, requests, or complaints) you can reach us at info@grandinnovations.co.uk or on 01932 950158. We are the “data controller” for the personal data described below.
2. What we collect
We only collect what we need to respond to you and to run the business:
- Enquiry details: when you submit an enquiry form we collect your name, email address, phone number, postcode or address, a description of your project, and (if you share it) your budget range.
- Interaction events: if you tap our phone number or WhatsApp link, we record that a call or chat was started so we know which pages lead to real conversations.
- Advertising attribution: where you arrived from an advert, we record campaign parameters (UTM tags), the Google click identifier (gclid), the referring site and the page you landed on, so we can tell which advertising actually works.
- Technical data: our hosting provider automatically logs standard technical information such as IP address and browser type to keep the site running and secure.
3. Why we use it, and our lawful bases
Under UK GDPR we need a lawful basis for each use of your data. Ours are:
- Responding to your enquiry and preparing a cost proposal: our legitimate interest in answering the people who contact us, and, once we start discussing a project, the steps needed to enter a contract with you.
- Measuring and improving our advertising: your consent, which you give (or don’t) via the cookie banner. No advertising cookies are set unless you accept.
- Recruitment: when you apply through our careers form, we process your details to consider your application (steps taken at your request before entering a contract).
We do not sell your personal data, and we never will.
4. Advertising and cookies
We use Google Ads conversion tracking to understand which adverts bring in genuine enquiries. This runs under Google’s Consent Mode v2: tracking is denied by default and is only enabled if you press Accept on the cookie banner.
If you accept, we also use enhanced conversions: when you submit an enquiry, a hashed (scrambled, one-way encoded) version of your email address and phone number is shared with Google so it can match the enquiry to the advert you clicked. This only happens after consent, and Google cannot read the original values from the hash.
Changed your mind? Decline the banner next time it appears, or clear this site’s cookies in your browser settings. The banner will then ask you again, and tracking stays off until you accept.
5. Who processes your data for us
We use a small number of carefully chosen service providers (“processors”) to run the website and handle enquiries. Each one only processes data on our instructions. If you would like further details about any of these providers, just ask using the contact details above:
| Service | What it does | What it handles |
|---|---|---|
| Hosting provider | Website hosting | Technical data generated when you visit the site (IP address, browser type, pages requested). |
| Database provider | Secure data storage | A copy of your enquiry, stored securely so we have a reliable record of what you sent us. |
| Workflow automation service | Enquiry routing | Passes your enquiry from the website to our CRM and notifies our team so we can respond quickly. |
| CRM system | Customer relationship management | Your enquiry and our follow-up notes. Hosted in an EU data centre. |
| Call handling provider | Business phone system | Phone numbers and call records when you call us or we call you. |
| Call transcription service | Call notes | Transcripts of calls with our team, used so we capture your project requirements accurately. |
| Image delivery network | Website imagery | Serves the photography on this site. It does not receive your enquiry data. |
| Google Ads | Advertising measurement | Conversion events and, with your consent, hashed contact details (see the advertising section above). |
6. How long we keep it
We keep enquiry records for as long as we need them to respond to you and to maintain legitimate business records, for example records of proposals we have issued. If you would like your details deleted, just ask using the contact details above and we will remove them unless we have a legal reason to keep them.
7. Your rights
Under UK GDPR you have the right to:
- ask for a copy of the personal data we hold about you (access);
- have inaccurate data corrected (rectification);
- ask us to delete your data (erasure);
- ask us to limit how we use it (restriction);
- object to processing based on our legitimate interests (objection);
- receive your data in a portable format to take elsewhere (portability).
To exercise any of these, email info@grandinnovations.co.uk. If you are unhappy with how we have handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk, though we would appreciate the chance to put things right first.
8. Recruitment data
Applications sent through our careers page are handled separately from customer enquiries. We use your details solely to consider your application. No advertising attribution or conversion tracking is attached to careers submissions.
9. Changes to this policy
If we change how we handle your data, we will update this page and the date at the top. Significant changes to advertising or consent behaviour will also be reflected in the cookie banner.