Privacy Policy

Ultimate Home Solutions Ltd — Customer Privacy Notice

Last updated: 18th May 2026

This privacy notice explains how Ultimate Home Solutions Ltd collects, uses, stores, and protects your personal information when you contact us, request a quote, become a customer, apply for finance, or use our website. It also sets out your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We are committed to handling your information responsibly and transparently.

1. Who we are

Ultimate Home Solutions is a trading name of Ultimate Home Solutions Limited, the data controller responsible for your personal information.

Registered office: Unit 9, Museum Business Park, 140 Woodhead Road, Nitshill, Glasgow, G53 7NN Company number: SC442380 (registered in Scotland)

How to contact us about your data

• Phone: 0800 029 3875
• Email: info@ultimategroup.co.uk
• Post: Data Protection, Ultimate Home Solutions Ltd, Unit 9 Museum Business Park, 140 Woodhead Road, Glasgow, G53 7NN

2. What information we collect

We collect the following categories of personal information:

Identity and contact details

• Name, address, postcode
• Telephone number, email address
• Date of birth (where required for finance applications or identity verification)

Property information

• Property address, type, and features relevant to the work being quoted
• Photographs, measurements, and survey notes taken during home visits

Financial information (where you apply for finance through us)

• Income and employment details
• Bank account details for direct debits
• Credit reference and credit history information
• Identification documents (passport, driving licence, utility bills) for ID verification and anti-money-laundering checks

Payment information

• Card or bank details for deposits, transfers, and direct debits

Marketing and lead information

• How you heard about us (e.g. STV advert, Google, referral, St Mirren FC)
• Communication history (calls, emails, SMS, web forms)
• Your marketing preferences

Website and technical information

• IP address, device type, browser
• Pages visited, time on site, referring website
• Cookies and similar tracking technologies (see Section 9)

Calls and showroom visits

• Inbound and outbound calls to our 0800 numbers may be recorded for training, quality, and compliance purposes
• [IF APPLICABLE: CCTV footage from our Renfrew and Kilmarnock showrooms]

3. Where we get your information from

We collect personal information from the following sources:

• Directly from you — when you call us, complete a web form, visit a showroom, attend a home consultation, or apply for finance
• From people who refer you — when a friend, family member, or existing customer provides your details (with your agreement)
• From lead-generation partners and advertising platforms — for example when you submit an enquiry through Google, Meta (Facebook/Instagram), or a third-party comparison site
• From credit reference and fraud-prevention agencies — when you apply for finance, to verify identity and assess affordability
• From our finance lender panel — updates on the status of finance applications
• Publicly available sources — such as the electoral roll, Companies House, or Royal Mail’s Postcode Address File for verification

4. How we use your information and our lawful basis

Under UK GDPR we must have a lawful basis for processing your information. Here is what we do, and why we are allowed to do it:

You can withdraw consent at any time where consent is the lawful basis — see Section 8.

5. Who we share your information with

We share your information only where necessary, and only with parties who are bound by contract or law to keep it secure. The categories of recipients are:

Finance lenders and credit brokers When you apply for finance, your application is shared with one or more lenders from our authorised panel. Examples include [INSERT NAMES OF LENDER PANEL — e.g. Novuna, Omni Capital, Tandem]. Each lender will have its own privacy notice.

Credit reference and fraud-prevention agencies To verify your identity, assess affordability, and prevent fraud. The main UK agencies are Experian, Equifax, and TransUnion. You can read more about how these agencies use your data in the Credit Reference Agency Information Notice (CRAIN) at transunion.co.uk/crain.

Installation teams and subcontractors Approved fitters, surveyors, and tradespeople who carry out the work in your home. They receive only the information needed to complete the job.

Suppliers Manufacturers such as Rehau (windows) and Pro-Perla (wall coatings) may receive your details for warranty registration and product guarantees.

Technology and service providers

• Google (Analytics, Ads, Tag Manager, YouTube) — website analytics and advertising
• Meta (Facebook and Instagram Pixel) — advertising and lead forms
• [INSERT EMAIL/CRM PROVIDER — e.g. HubSpot, Mailchimp] — customer communications and marketing
• [INSERT WEBSITE HOST — e.g. SiteGround] — hosting our website
• [INSERT CALL TRACKING PROVIDER, IF USED] — call routing and tracking
• [INSERT PAYMENT PROCESSOR — e.g. Stripe, GoCardless] — handling card and direct debit payments

Professional advisers Our accountants, solicitors, and insurers, where it is necessary for them to provide professional services to us.

Regulators and authorities The Financial Conduct Authority (FCA), the Information Commissioner’s Office (ICO), HMRC, the police, courts, and other lawful authorities where we are required to share information.

In the event of a business sale or restructure If our business is sold, merged, or restructured, your information may be transferred to the new owner under the same protections.

We do not sell your personal information.

6. International transfers

Some of our service providers — particularly Google and Meta — process data outside the UK, including in the United States. Where this happens, we make sure the transfer is protected by one of the following safeguards required by UK GDPR:

• A UK adequacy regulation (e.g. for transfers to the EEA)
• The UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses
• The UK extension to the EU–US Data Privacy Framework

You can ask us for a copy of the safeguards used by contacting us at the address in Section 1.

7. How long we keep your information

We keep your personal information only for as long as we need it. Our standard retention periods are:

After these periods, we securely delete or anonymise the information.

8. Your data protection rights

Under UK GDPR you have the following rights:

• Right of access — to request a copy of the personal data we hold about you
• Right to rectification — to ask us to correct inaccurate or incomplete information
• Right to erasure (“right to be forgotten”) — to ask us to delete your data in certain circumstances
• Right to restrict processing — to ask us to limit how we use your data
• Right to object — to object to processing based on legitimate interests, and to object to direct marketing at any time
• Right to data portability — to receive your data in a structured, commonly used format
• Right to withdraw consent — where consent is our lawful basis, you can withdraw it at any time
• Right not to be subject to automated decisions — see Section 10
• Right to complain to the ICO — see Section 11

To exercise any of these rights, contact us using the details in Section 1. We will respond within one calendar month. There is normally no fee, although we may charge a reasonable fee or refuse requests that are clearly unfounded or excessive.

We may ask you to verify your identity before processing a request.

9. Cookies and website tracking

Our website uses cookies and similar technologies. When you first visit, our cookie banner allows you to accept or reject the following categories:

• Strictly necessary — required for the site to function (always on)
• Preferences — remember your settings
• Statistics — anonymous analytics (e.g. Google Analytics)
• Marketing — advertising and remarketing pixels (e.g. Google Ads, Meta Pixel)

You can change your cookie choices at any time using the “Manage Consent” link in the website footer.

[OPTIONAL: LINK TO A SEPARATE COOKIE POLICY IF YOU WANT FULL COOKIE-BY-COOKIE DETAIL]

10. Automated decisions and profiling

When you apply for finance, the lender may use automated processing (such as credit scoring) to help decide whether to offer you credit. This is a legal and standard part of credit decisions. You have the right to:

• Ask for human review of any automated decision
• Express your point of view
• Contest the decision

If this applies to your application, the lender will provide more detail in its own privacy notice.

We do not use fully automated decision-making for any other purpose.

11. How to complain

If you have concerns about how we handle your personal information, please contact us first using the details in Section 1 — we’d rather have the chance to put things right.

If you remain unhappy, you can complain to the Information Commissioner’s Office (ICO):

Information Commissioner’s Office Wycliffe House, Water Lane Wilmslow, Cheshire, SK9 5AF Helpline: 0303 123 1113 Website: ico.org.uk/make-a-complaint

Financial complaints

If your complaint relates to our consumer credit activities, you may also be able to refer it to the Financial Ombudsman Service:

Exchange Tower, Harbour Exchange, London E14 9SR Telephone: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk Website: financial-ombudsman.org.uk

12. Keeping your information secure

We use appropriate technical and organisational measures to protect your data, including:

• Encrypted connections (HTTPS) on our website
• Access controls so only authorised staff can see customer data
• Secure storage of physical documents
• Staff training on data protection
• Contracts with all third-party processors requiring equivalent standards

No system is completely secure, but we work to reduce risk and respond quickly to any incident. If a personal data breach is likely to put your rights at risk, we’ll notify you and the ICO without delay.

13. Changes to this notice

We may update this privacy notice from time to time. The “Last updated” date at the top will show when it was last changed. For significant changes, we’ll let you know directly where we have your contact details.