Privacy Policy

Last updated: August 2026

Timber Loving Care Ltd respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, request an assessment or quotation, or use our services.

1. Who we are

Timber Loving Care Ltd provides specialist timber protection, restoration and repair services.

Timber Loving Care Ltd
Company number: 12379503
Registered in England and Wales

Telephone: 020 7096 2838
Email: info@timberlovingcare.co.uk

For the purposes of UK data protection law, Timber Loving Care Ltd is the controller of personal information covered by this Privacy Policy.

If you have any questions about this policy or how we use your personal information, please contact us using the details above.

2. The personal information we collect

The personal information we collect will depend on how you interact with us.

We may collect and process information including:

your name;
email address;
telephone number;
postal, property or project address;
company or organisation name and your role, where relevant;
details about your property, timber or project;
photographs, plans, specifications, documents or other project information you provide;
details of enquiries, assessments, quotations and services;
correspondence and communications between you and Timber Loving Care Ltd;
payment, transaction and accounting information where you become a customer; and
any other information you choose to provide that is relevant to your enquiry or project.

When you use our website, certain technical information may also be collected automatically. This may include your IP address, browser type, device information, pages visited and information about how you interact with the website, depending on the cookies and technologies in use and the choices you make through our cookie controls.

We aim to collect only the personal information that is reasonably necessary for the relevant purpose.

3. How we collect your information

We may collect personal information directly from you when you:

complete a form on our website;
telephone or email us;
request a free assessment;
request a quotation;
arrange a site visit;
become a customer;
communicate with us during or after a project; or
otherwise provide information to us.

We may also receive relevant information from third parties where appropriate, for example from a contractor, architect, property manager, facilities manager, business contact or other person involved in a project.

In some circumstances, we may obtain business or property-related information from publicly available sources where it is lawful and appropriate to do so.

4. How we use your personal information

We may use your personal information to:

respond to enquiries;
communicate with you about our services;
arrange assessments and site visits;
understand the requirements and condition of a property or project;
prepare quotations, proposals and recommendations;
enter into and perform contracts;
plan, manage and deliver agreed work;
communicate with you before, during and after a project;
arrange access, materials, contractors or other services where necessary;
issue invoices and process payments;
maintain customer, project, accounting and business records;
deal with questions, complaints or disputes;
provide appropriate aftercare and maintenance information;
maintain and improve our services;
operate, maintain and protect our website;
understand how our website is being used where permitted by law and your cookie choices;
prevent or investigate fraud, misuse or security incidents;
establish, exercise or defend legal claims; and
comply with our legal, regulatory, tax, accounting and other obligations.

We will not use personal information for purposes that are incompatible with the purpose for which it was collected unless permitted or required by law.

5. Our lawful bases for using your information

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, we may rely on one or more of the following:

Contract

We may process personal information where it is necessary to take steps at your request before entering into a contract or to perform our contractual obligations to you.

This may include dealing with your enquiry, arranging an assessment, preparing a quotation and delivering agreed services.

Legitimate interests

We may process personal information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and interests.

Our legitimate interests may include:

operating and developing our business;
responding effectively to enquiries;
managing relationships with customers and professional contacts;
keeping appropriate records of enquiries and projects;
protecting our business, website and systems;
dealing with disputes or legal claims; and
improving our services and customer experience.

Legal obligation

We may process information where necessary to comply with a legal or regulatory obligation, including tax, accounting and other statutory requirements.

Consent

Where the law requires your consent, we will ask for it before carrying out the relevant processing.

This may apply, for example, to certain non-essential cookies or electronic marketing.

Where we rely on consent, you may withdraw it at any time.

6. Website enquiries and contact forms

When you submit an enquiry through our website, we use the information you provide to understand and respond to your request.

This may include contacting you by telephone or email, discussing your requirements, arranging an assessment and preparing a quotation or recommendation.

Submitting an enquiry does not oblige you to purchase services from Timber Loving Care Ltd.

Please avoid submitting confidential, sensitive or unnecessary personal information through our website forms.

7. Assessments, quotations and projects

If you request an assessment or quotation, we may need to collect information about you, the property and the proposed work.

This may include photographs and other information about the property or existing timber.

Where you become a customer, we will retain appropriate records relating to the project, including relevant correspondence, quotations, invoices, project information and details of the work carried out.

This information helps us deliver the work, provide appropriate aftercare, maintain accurate business records and deal with any future questions relating to the project.

8. Photographs and project information

As part of assessing, documenting or carrying out work, we may take or receive photographs of timber, buildings, work areas and completed projects.

Project photographs may be retained as part of our business and project records where reasonably necessary.

We will consider privacy when using project imagery publicly. Where photographs contain identifiable individuals, personal information or other material that raises privacy concerns, we will ensure that we have an appropriate lawful basis before using that material for promotional purposes.

9. Cookies and similar technologies

Our website uses cookies and may use other similar storage or access technologies.

Cookies are small files or pieces of information stored on or accessed from your device when you visit a website.

Some technologies are necessary for the website to function properly. Others may help us understand how visitors use the website or provide additional functionality.

Where consent is legally required, non-essential technologies will not be used until you have made the relevant choice through our cookie consent controls.

You can use the cookie controls on our website to accept, decline or manage applicable cookie categories. Where processing is based on consent, you can change or withdraw your choice.

Blocking certain technologies may affect some website functionality.

Information about the specific cookies and technologies currently in use, their purposes and, where applicable, their duration can be viewed through the cookie settings provided on the website.

10. Analytics

Where website analytics are enabled, and where any required consent has been obtained, we may use analytics information to understand how visitors use our website.

This may include information such as pages viewed, general interaction with the website, device or browser information and approximate technical information about visits.

We use this information to understand website performance and improve the experience we provide.

We do not use website analytics to make decisions that have legal or similarly significant effects on individuals.

11. Marketing communications

We may occasionally communicate with existing customers or business contacts about relevant Timber Loving Care Ltd services where we are legally permitted to do so.

Where consent is required for electronic marketing, we will obtain the necessary consent.

You can ask us to stop sending direct marketing communications at any time by contacting us at info@timberlovingcare.co.uk.

Where you object to direct marketing, we will stop using your personal information for that purpose.

12. Who we may share personal information with

We do not sell or rent your personal information.

Where reasonably necessary, we may share relevant information with trusted third parties that help us operate our business or deliver our services.

These may include:

website hosting and IT service providers;
email and communications providers;
accountants, bookkeepers and other professional advisers;
payment or banking service providers;
contractors, subcontractors and specialist suppliers;
scaffolding or access providers where relevant to a project;
product manufacturers or technical advisers where project-specific advice is required;
insurers and legal advisers;
government authorities, regulators, law enforcement agencies or courts where disclosure is required or permitted by law; and
other parties where necessary to establish, exercise or defend legal rights.

We aim to disclose only the information reasonably necessary for the relevant purpose.

Where another organisation processes personal information on our behalf, we take reasonable steps to ensure appropriate data protection arrangements are in place.

13. International transfers

Some of the technology and service providers used in operating our website or business may process or store personal information outside the UK.

Where personal information is transferred internationally, we will ensure that an appropriate lawful transfer mechanism or safeguard is used where required by UK data protection law.

Depending on the destination and circumstances, this may include transfers to countries recognised as providing adequate protection or the use of appropriate contractual safeguards.

You can contact us if you would like further information about safeguards relevant to your personal information.

14. How long we keep personal information

We do not intend to keep personal information for longer than reasonably necessary.

Retention periods vary depending on the nature of the information and why we hold it.

When deciding how long information should be retained, we may consider:

the purpose for which it was collected;
whether you became a customer;
the nature and duration of a project;
potential future queries relating to work carried out;
warranty, maintenance or aftercare requirements;
legal limitation periods;
insurance requirements;
tax and accounting obligations; and
whether information is needed to establish, exercise or defend legal claims.

Information connected with completed projects may therefore be retained for an appropriate period after completion.

Where information is no longer reasonably required, we will delete it, securely dispose of it or anonymise it where appropriate.

15. Keeping your information secure

We take reasonable technical and organisational measures designed to protect personal information against accidental or unlawful loss, misuse, alteration, unauthorised access or disclosure.

Access to personal information is limited where reasonably appropriate to people and service providers who need it for legitimate business purposes.

However, no internet transmission, electronic communication or information storage system can be guaranteed to be completely secure.

16. Information you provide about other people

If you provide us with personal information about another person, such as another property owner, tenant, colleague, contractor or project contact, you should ensure that you are entitled to provide that information to us.

Where appropriate, you should make them aware that their information may be provided to Timber Loving Care Ltd and direct them to this Privacy Policy.

17. Your rights

Depending on the circumstances and the lawful basis on which we process your information, UK data protection law may give you rights including the right to:

request access to personal information we hold about you;
request correction of inaccurate or incomplete personal information;
request deletion of your personal information in certain circumstances;
request restriction of processing in certain circumstances;
object to certain processing;
request the transfer of certain personal information to you or another organisation;
withdraw consent at any time where processing is based on your consent; and
complain about how your personal information is being used.

These rights are subject to conditions and exemptions under data protection law and do not apply in every circumstance.

If you would like to exercise a right, please contact info@timberlovingcare.co.uk.

We may need to ask for information to verify your identity before dealing with a request.

18. Your right to object

You have the right to object to certain processing of your personal information where we rely on legitimate interests.

You also have the right to object at any time to the use of your personal information for direct marketing purposes.

If you wish to object, please contact info@timberlovingcare.co.uk.

19. Complaints

If you have a concern about how Timber Loving Care Ltd has handled your personal information, please contact us first so that we have an opportunity to investigate and address your concern.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

Information about your rights and how to raise a concern is available from the ICO.

20. Third-party websites

Our website may contain links to websites operated by other organisations.

Timber Loving Care Ltd does not control those websites and is not responsible for their privacy practices, security or content.

If you follow an external link, we recommend reading that organisation’s privacy information before providing personal information.

21. Children

Our services and website are not specifically directed at children, and we do not knowingly seek to collect personal information from children through the website.

If you believe that a child has provided personal information to us unnecessarily, please contact us.

22. Automated decision-making

We do not currently use personal information to make solely automated decisions that produce legal or similarly significant effects on individuals.

23. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services, technology or legal requirements.

The latest version will be published on this page and the Last updated date will be amended accordingly.

We recommend checking this page occasionally if you want to remain informed about how we use personal information.

24. Contact us

If you have any questions about this Privacy Policy, your personal information or your data protection rights, please contact: