Privacy Notice – Customers
Boots on the Ground South Wales Ltd

This privacy notice explains how we collect, use, share and protect personal information when you enquire about, purchase or receive our landscaping and gardening services. It also explains your rights under UK data protection law.

Who we are

Boots on the Ground South Wales Ltd is the data controller for the personal information covered by this notice.

Company number: 15545944
Registered office: Suite 17 Apex House, Thomas Street, Trethomas, Caerphilly, Wales, CF83 8DP
Email: info@bootsonthegroundsouthwales.com
Telephone: 07391 604087

Personal information we may collect

• Identity and contact details, such as your name, address, telephone number and email address.
• Property, site and project information, including measurements, access details, requirements, quotations, variations and completion information.
• Communications with you, including emails, messages, notes from calls or site visits, feedback and complaints.
• Invoice and payment information. Where a payment provider handles card or payment credentials, those details are normally processed by the provider rather than stored by us.
• Photographs or videos of the site or completed work where these are needed for project records, quality assurance, dispute management or agreed portfolio/marketing use.
• Website or enquiry information that you provide through online forms, and basic technical information collected by website or security tools where applicable.

Why we use your information and our lawful bases

• Enquiries, quotes and site visits - Responding to enquiries, preparing estimates, arranging visits and taking steps you ask us to take before a contract. Lawful basis: Contract / steps before entering a contract.
• Providing and managing services - Scheduling work, carrying out projects, communicating about progress, variations, aftercare and resolving service issues. Lawful basis: Contract; legitimate interests where appropriate.
• Payments and financial records - Issuing invoices, receiving payments, bookkeeping, tax and accounting records. Lawful basis: Contract; legal obligation.
• Business administration and legal protection - Keeping project records, dealing with insurance, complaints, debt recovery, disputes and legal claims. Lawful basis: Legitimate interests; legal obligation where applicable.
• Improving and promoting our services - Customer feedback, service improvement and, where appropriate, non-identifying project portfolio content or optional marketing communications. Lawful basis: Legitimate interests and/or consent where required.

Our legitimate interests include running and improving our business, maintaining accurate project records, protecting our legal rights, managing customer relationships and ensuring our services are delivered efficiently. We only rely on legitimate interests where those interests are not overridden by your rights and freedoms.

Where we obtain your information

Most information comes directly from you when you contact us, request a quote, arrange a visit, approve work or make a payment. We need basic contact and site details to prepare a quotation and provide services; without them we may be unable to proceed. Where relevant, details may come from a joint customer, property owner or referrer. If we obtain information from another source, we will provide privacy information where required.

Who we share personal information with

We do not sell your personal information. We may share the minimum information necessary with trusted organisations that help us operate or deliver our services, including:

• accountants, bookkeepers and other professional advisers;
• job/project management, document, email, cloud and IT service providers;
• banks and payment service providers;
• insurers and insurance advisers;
• suppliers, subcontractors or other trades where information is reasonably needed to deliver your project;
• website, hosting and communications providers; and
• HM Revenue & Customs, regulators, courts, law enforcement or other public authorities where disclosure is required or permitted by law.

Where another organisation processes personal information on our behalf, we expect it to protect the information and use it only for the agreed purpose.

International transfers

Some technology or service providers may process personal information outside the UK. Where this happens, we require the transfer to be made using a lawful mechanism under UK data protection law, such as UK adequacy regulations or appropriate contractual safeguards. You can contact us if you would like more information about the safeguards relevant to your information.

How long we keep personal information

Unsuccessful enquiries and quotations — Normally up to 2 years after the last meaningful contact, unless we need the record for a complaint, dispute or legal reason.

Customer, project and contract records — Normally up to 6 years after the end of the project or customer relationship, depending on the nature of the record and any legal or insurance requirements.

Invoices, payments and accounting/tax records — Kept for the period required by tax, company and accounting law, normally at least 6 years where applicable.

Complaint, dispute or legal claim records — Kept for as long as reasonably necessary to investigate, respond to or establish, exercise or defend legal rights.

Marketing preferences and opt-out records — Kept for as long as needed to manage your preferences and make sure we respect an opt-out.

We may retain information for longer where this is necessary because of an ongoing dispute, legal requirement, insurance matter or other justified reason. We securely delete or anonymise information when it is no longer needed.

Photographs, videos and marketing

We may take photographs or videos of a project to document the condition of a site, work in progress or completed work. We may also use suitable project images in our portfolio, website or social media where this is appropriate. We aim to avoid publishing information that unnecessarily identifies a customer or reveals personal details. Where consent is the appropriate basis, you can withdraw it at any time for future use. If we send optional promotional communications, you can opt out at any time.

Your data protection rights

Depending on the circumstances and the lawful basis we rely on, you may have the right to:

• ask for access to the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete personal information in certain circumstances;
• ask us to restrict how we use personal information in certain circumstances;
• receive certain personal information in a portable format, where the right to data portability applies;
• object to certain uses of your personal information; and
• withdraw consent at any time where we rely on consent. Withdrawing consent does not affect processing that was lawful before withdrawal.

These rights are not absolute and may not apply in every situation. For example, we may need to keep some information to meet legal obligations or deal with a legal claim. We may need to verify your identity before responding to a rights request.

Your right to object

You have the right to object to processing based on legitimate interests in certain circumstances. You also have the right to object to direct marketing at any time. To object, contact us using the details in this notice.

Data protection complaints

If you are unhappy with how we have handled your personal information, you can make a data protection complaint directly to us by email, telephone or post using the contact details in this notice. You do not need to use a special form.

When we receive a data protection complaint, we will:

• acknowledge receipt within 30 days;
• investigate the complaint without undue delay and make appropriate enquiries;
• keep you informed about progress where appropriate; and
• tell you the outcome without undue delay once our investigation is complete.

Please include enough information for us to understand the issue and, if possible, the outcome you are seeking. We may ask for proof of identity or authority where this is reasonably necessary.

Complaining to the Information Commissioner's Office

You also have the right to complain to the Information Commissioner's Office (ICO). The ICO generally recommends giving the organisation an opportunity to resolve the matter first, but you can complain to the ICO at any point.

Information Commissioner's Office (ICO) | www.ico.org.uk | Telephone: 0303 123 1113

Other information

Automated decisions: We do not ordinarily use customer personal information to make solely automated decisions that produce legal or similarly significant effects.

Security: We use reasonable technical and organisational measures to protect personal information against accidental loss, misuse, unauthorised access, alteration or disclosure. Access is limited to people and service providers who need it for legitimate business purposes.

Updates: We review this notice regularly and update it when our services, systems or legal obligations change. We will provide further privacy information before using personal information for a materially new purpose where required.

Last updated: 27 August 2026 | Suggested review date: August 2027