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Last updated 14 September 2026
Rusti Hampshire Limited is the controller of the personal information described in this policy. This means that we decide why and how that information is used. Registered name: Rusti Hampshire Limited Contact details Postal address: Abshot Manor, Little Abshot Road, Titchfield, PO14 4LN Telephone: 01329 729030 Email: contact@rusti.uk You can use these contact details to ask questions about this policy, exercise your data protection rights or make a complaint.
Depending on how you interact with us, we may collect and use: • identity and contact information, including your name, email address, telephone number and postal or project address; • enquiry, quotation and project information, including measurements, plans, photographs, specifications, messages and notes about your requirements; • transaction and customer-account information, including products or services purchased, invoices, payment status, purchase history and guarantee records; • communications with us, including emails, telephone notes, messages, complaints and call recordings where we record calls; • marketing information, including your preferences, consent records, opt-outs and responses to campaigns; • website and device information, including IP address, browser and device identifiers, pages visited, actions taken, referral information and cookie or advertising identifiers; and • information needed to prevent fraud, protect our business, comply with the law or establish, exercise or defend legal claims. Please do not send us special category information, such as health information, unless it is necessary for us to provide a service or make reasonable arrangements and we have asked you to provide it.
UK data protection law requires us to have a lawful basis for each use of personal information. The basis may vary depending on the circumstances.
Providing products and services
We use contact, address, enquiry, quotation, project and transaction information to respond to requests, prepare quotations, arrange site visits, enter into and perform contracts, deliver products or services, take payment, communicate about work and provide aftercare or guarantees.
Our lawful bases are taking steps at your request before entering into a contract and performing our contract with you. Where the customer is a company or another person, we may instead rely on our legitimate interests in managing the project and providing the contracted services.
Customer accounts and guarantees
We keep customer, purchase, project and guarantee information to administer accounts, honour guarantees, maintain service records and respond to aftercare requests. We rely on contract and, where appropriate, our legitimate interests in operating our business and maintaining accurate customer records.
Enquiries complaints and legal claims
We use relevant contact, project and communications information to answer enquiries, investigate complaints, resolve disputes and establish, exercise or defend legal claims. We rely on contract where the matter relates to our agreement with you and otherwise on our legitimate interests in communicating effectively, resolving concerns and protecting our legal position.
Legal compliance accounting and crime prevention
We use information where necessary to keep accounting and tax records, respond to lawful requests, protect people and property, prevent or investigate fraud and other crime, and meet our legal and regulatory duties. We rely on legal obligation where the law requires the processing and legitimate interests where the processing is reasonably necessary to protect our customers, staff, property and business.
Website analytics advertising and marketing We use website, device, marketing-preference and contact information to understand website use, improve our services, measure advertising and send marketing where permitted. We rely on consent where consent is required, including for non-essential cookies and certain electronic marketing. In other cases, we may rely on our legitimate interests in promoting and improving our business, provided those interests are not overridden by your rights and applicable electronic marketing rules are met.
We obtain personal information: • directly from you when you contact us, complete a form, request a quotation, become a customer or communicate with us; • from someone acting on your behalf, such as a family member, designer, contractor or other project contact; • automatically when you use our website or interact with our advertisements, subject to your cookie choices; • from Facebook, Instagram and other platforms when you submit a lead form, contact us or interact with our content; and • from publicly available sources or professional contacts where this is lawful and relevant to our business.
We may share personal information only where reasonably necessary with:
• employees, directors, installers, subcontractors and delivery partners involved in an enquiry or project;
• suppliers and manufacturers where information is needed to fulfil an order or provide support;
• website, hosting, email, customer-management, communications, analytics and advertising providers;
• professional advisers, including accountants, insurers, solicitors and debt-recovery providers;
• payment providers and banks;
• Meta Platforms and its associated companies when we use Facebook and Instagram advertising tools, Meta Pixel, Lead Forms or the Conversions API;
• law-enforcement bodies, regulators, courts, government authorities or other parties where disclosure is required or permitted by law; and
• a buyer, investor or adviser in connection with a proposed sale, reorganisation or transfer of all or part of our business.
We require service providers acting on our behalf to use personal information only for authorised purposes and to protect it appropriately. Some recipients, including Meta, may also act as independent controllers for their own processing. Their privacy notices explain how they use information.
Some service providers may process personal information outside the United Kingdom. Where UK data protection law requires safeguards for an international transfer, we use an approved mechanism, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses, together with additional safeguards where appropriate. You may contact us for more information about the safeguards relevant to your information.
Direct marketing
We may send information about our products, services, offers and other business updates where permitted by UK data protection and electronic marketing law.
We may contact existing customers about our own similar products and services where the legal requirements for the customer soft opt-in are met. This includes giving you a clear opportunity to opt out when we collect your details and in every later marketing message. We may also contact people who have specifically consented to receive marketing.
Depending on your choices and the applicable rules, marketing may be sent by email, telephone, SMS, WhatsApp or another electronic channel. We do not sell your contact details to third parties for their own marketing.
You can withdraw consent or object to direct marketing at any time by using the unsubscribe or opt-out method in the communication or contacting us. If you opt out, we may keep the minimum information needed on a suppression list so that we can respect your choice.
Facebook and Instagram advertising
We use advertising services provided by Meta to promote our products and services and reach existing and prospective customers. Depending on the tools enabled and your choices, Meta may use information about interactions with our website, Facebook or Instagram pages, content, forms and advertisements to deliver advertising, create or measure audiences and report on campaign performance.
If you submit information through a Facebook or Instagram Lead Form, we use it to respond to your enquiry and, where permitted, communicate with you about our products and services. If we upload customer information to create a Custom Audience or similar audience, we do so only where we have an appropriate lawful basis and comply with applicable marketing rules.
Cookies and similar technologies
Our website may use cookies, pixels, tags, local storage and similar technologies. Strictly necessary technologies help the website operate and remain secure. With your consent, other technologies may be used for analytics, advertising, audience measurement and marketing improvement.
Where consent is required, non-essential technologies will not be used until you have made a positive choice. Rejecting them must be as easy as accepting them. You can change or withdraw your choice through the website's cookie controls. Withdrawing consent does not affect processing that took place lawfully before withdrawal.
Our cookie banner or separate cookie information should identify the technologies actually used, their providers, purposes and duration. The website configuration and this policy should be kept consistent.
Meta Pixel
With your consent where required, Meta Pixel helps us understand how visitors use our website and measure advertising shown on Facebook and Instagram. It may record events such as page visits, form submissions or other actions and may collect technical information and online identifiers associated with a browser or device. Social-media tracking technologies are not treated as strictly necessary merely because they support advertising.
Meta Conversions API
We may use Meta Conversions API to send selected website or customer events to Meta to measure advertising and understand which campaigns lead to enquiries or other actions. The information may include event details and identifiers used to match an event to an advertising interaction. Identifiers may be normalised and hashed before transmission, but hashing does not necessarily make the information anonymous.
Conversions API does not remove any consent or transparency requirement that applies to the underlying collection and use. Where consent is required for the relevant advertising activity or device information, we obtain it before sending the event.
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, tax, guarantee and dispute-resolution requirements. Subject to any longer legal requirement or active dispute, our intended retention periods are:
• enquiries and quotations that do not lead to work: up to 24 months after the last meaningful contact;
• contracts, project records, invoices and payment records: generally six years after the end of the relevant financial year or completion of the contract, as applicable;
• guarantee records: for the duration of the guarantee and a reasonable period afterwards where needed to deal with a claim;
• complaints, disputes and claims: for the life of the matter and normally up to six years after it closes, or longer where a claim or legal hold requires it;
• marketing records: while you remain subscribed or while we can lawfully market to you, with periodic review;
• suppression records: the minimum information needed for as long as reasonably necessary to honour an opt-out; and
• cookie and advertising information: for the period shown in the website's cookie controls or cookie information, subject to your choices.
We may delete or anonymise information earlier where it is no longer needed. Rusti Hampshire Limited must confirm these periods against its actual systems and contractual guarantee terms before publishing this policy.
How we protect personal information
We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, alteration, disclosure, access or destruction. Measures may include access controls, authentication, secure systems, staff procedures, backups and proportionate supplier checks. No system can be guaranteed completely secure, but we review our measures in light of the information and risks involved.
Depending on the lawful basis and circumstances, you may have the following rights: • access - to ask for a copy of your personal information and related information about its use; • rectification - to ask us to correct inaccurate information or complete incomplete information; • erasure - to ask us to delete your information in certain circumstances; • restriction - to ask us to limit the use of your information in certain circumstances; • objection - to object to processing based on legitimate interests and to object at any time to direct marketing; • data portability - to receive certain information you provided in a structured, commonly used and machine-readable format or ask us to transfer it; and • withdrawal of consent - to withdraw consent at any time where we rely on it. These rights are not absolute and exemptions may apply. We normally respond without undue delay and within one month. We may ask for information to verify your identity. You can make a request using the contact details above, and you will not normally have to pay a fee.
Please contact us first if you have concerns about how we use your personal information: Email: contact@rusti.uk Telephone: 01329 729030 You can also complain to the Information Commissioner's Office if you remain unhappy: Information Commissioner's Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF Helpline: 0303 123 1113 Website: https://www.ico.org.uk/make-a-complaint
We may update this policy when our services, technology, suppliers or legal obligations change. We will publish the updated version on our website and change the date at the top. Where a change materially affects how we use your information, we will take reasonable steps to bring it to your attention.
