Responding to enquiries
To answer questions, understand requirements and prepare quotations.
Lawful basis: legitimate interests in responding to business enquiries; steps requested before a contract where the individual is the prospective customer.
Your information, handled with care.
Integral Facilities Ltd (“Integral”, “we” or “us”) respects your privacy. This policy explains our use of personal information in website enquiries, service arrangements and business communications, and how to contact us about it.
1. Who we are
Integral Facilities Ltd is responsible for deciding how the personal information covered by this policy is used. This is known as acting as a data controller.
Company number: 16703700
Registered office: 111 South Road, Waterloo, Liverpool, L22 0LT
Data Protection Officer: Tony Bourke
Privacy requests and complaints: for the attention of Tony Bourke at info@integralfacilities.co.uk
Telephone: 0800 151 2215
This notice concerns information for which Integral decides the purpose and means of processing. For activities such as scanning or managing a client’s mail, archiving documents or handling facilities requests on the client’s instructions, Integral may instead act as a processor. In those circumstances, the client’s privacy notice and our agreed data-handling arrangements govern that processing. The roles must be determined for each service.
2. Information we use
Our website enquiry form asks for your first and last name, email address, subject and message. You may also give us your telephone number, organisation, premises details and service requirements when you contact us.
For customer and supplier relationships, relevant records may include business contact names, job roles, quotations, work schedules, access arrangements, service correspondence, invoices and payment records. Facilities helpdesk requests may contain a requester’s contact details and information needed to resolve an issue. Information is relevant only where it is needed for the particular service. Please avoid putting unnecessary sensitive information about yourself or other people into a general enquiry.
We receive information through website forms, emails, telephone conversations and service communications. A client or colleague may provide a business contact’s details so that we can coordinate work. Website systems may also generate technical records such as IP addresses, browser details, requested pages and security logs.
You can choose whether to enquire. We need sufficient contact and service information to respond; without it, we may be unable to provide a quotation or arrange the requested support.
3. Why we use it
We use personal information for the purposes below. The lawful basis depends on the activity and whether we are dealing with you as an individual customer or as a contact for an organisation.
Managing services
To arrange work, communicate with contacts and administer customer or supplier relationships.
Lawful basis: contract where the individual is a contracting party; legitimate interests for contacts acting for an organisation.
Records and obligations
To maintain required financial records and deal with relevant legal obligations.
Lawful basis: legal obligation where a specific requirement applies.
Security and disputes
To protect the website, investigate misuse and manage complaints or claims.
Lawful basis: legitimate interests in safeguarding systems and managing business risks; legal obligation where applicable.
5. Keeping information
Our usual retention periods are:
- Enquiry records: up to 12 months.
- Client contracts and records: up to seven years.
We may retain information longer where required by law or where needed for an unresolved complaint, claim or investigation. Information that is no longer required is deleted or anonymised.
Information handled on a client’s instructions follows the agreed client arrangements, including return or deletion at the end of the service. Technical logs and backup copies are retained for the period needed for security, investigation and recovery, with backup copies removed through the backup rotation process.
Protecting your information
We use measures appropriate to the information and the systems involved to protect against unauthorised access, loss or misuse. Access is restricted to authorised people who need the information for their work. Our website uses HTTPS to protect information in transit. No internet transmission or storage system can be guaranteed completely secure.
7. Your rights
Depending on the circumstances, you can ask to access your information, correct inaccuracies, delete information, restrict its use or receive certain information in a portable format. These rights are subject to conditions and exemptions.
Your right to object
You can object to processing based on legitimate interests for reasons relating to your situation. You can object to use of your information for direct marketing at any time.
If we rely on consent, you can withdraw it at any time. Withdrawal does not affect the lawfulness of earlier processing.
Tony Bourke, our Data Protection Officer, handles privacy requests. To make a request, use the contact details above and mark your message for his attention. We may need to confirm your identity. Requests are normally free and answered within one month, subject to the applicable rules on clarification, extensions and exemptions.
8. Questions and complaints
Tony Bourke, our Data Protection Officer, is responsible for privacy questions, requests and complaints. Email info@integralfacilities.co.uk and mark your message for Tony’s attention, or write to him at our registered office. We will review your complaint and explain our response.
You also have the right to raise a concern with the Information Commissioner’s Office, the UK data protection regulator. See ico.org.uk/make-a-complaint.
9. External links and policy updates
Links to other websites, including LinkedIn, take you to services operated under their own privacy notices. This policy does not explain those third parties’ independent use of information.
We will review this policy when our services, systems or use of personal information changes. The current version and its effective date will appear on this page. Where appropriate, we will bring significant changes to your attention.