Privacy Policy

The organisation responsible for your personal information is:

Practice Continuity Partners

[LEGAL COMPANY NAME]

[REGISTERED ADDRESS]

Company number: [COMPANY NUMBER]

Email: [EMAIL ADDRESS]

For data protection purposes, we are the data controller of the personal information we collect and use, except where we expressly act as a processor on behalf of another organisation.

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

The information we collect depends on how you interact with us.

Information you provide directly. This may include:

• your name;
• address;
• email address;
• telephone number;
• preferred contact method;
• billing and payment information;
• information contained in enquiries and correspondence;
• information provided through our website forms;
• information provided during a consultation or assessment; and
• information included in photographs or documents you voluntarily provide.

Household information. Because our service is designed around household resilience, we may collect information necessary to understand your household's requirements, such as:

• number of people in the household;
• approximate ages or age ranges of household members;
• household structure;
• presence of children;
• pets;
• accessibility requirements;
• relevant household characteristics;
• information about your property;
• number and type of vehicles;
• heating arrangements;
• cooking arrangements;
• power and communications arrangements;
• existing emergency equipment;
• water and food storage;
• evacuation arrangements;
• preferred emergency contacts;
• relevant utility information; and
• other information necessary to assess household resilience.

You should only provide information that is relevant to the service you are asking us to provide.

Our services may involve information about children who form part of a customer's household.

We do not generally require children's full names or detailed personal information.

Where possible, we will ask for limited information such as:

• number of children;
• age or age range;
• relevant practical requirements; and
• information necessary to support an emergency plan.

You should not provide unnecessary information about children.

Where information about a child is necessary for the service, the person providing that information remains responsible for ensuring that they are entitled to provide it to us.

We will take appropriate care when handling information relating to children.

Some household resilience assessments may involve information that could be considered particularly sensitive, for example information concerning:

• medical requirements;
• disabilities or accessibility requirements;
• medication requirements;
• allergies;
• mobility limitations;
• communication needs; and
• other vulnerabilities relevant to emergency planning.

We do not require detailed medical records as part of our standard service.

Where information of this nature is necessary, we ask you to provide only the minimum information required to enable us to provide the service.

Where special category personal data is processed, we will only do so where we have an appropriate lawful basis and condition under applicable data protection law.

You should not provide us with detailed medical records unless we specifically request them and explain why they are required.

When you use our website, certain technical information may be collected automatically.

This may include:

• IP address;
• browser type;
• device type;
• operating system;
• approximate location derived from IP address;
• pages visited;
• time spent on pages;
• referring website;
• website interactions; and
• technical information relating to website performance and security.

This information may be collected through cookies and similar technologies.

Further information is provided in our Cookie Policy.

We may receive personal information from other sources where this is lawful and appropriate.

For example:

• a household member may provide information on behalf of another household member;
• a business or employer may provide information when arranging services for an executive or employee;
• a booking or payment provider may provide transaction information;
• a referral partner may provide your contact details where they are permitted to do so; and
• publicly available sources may provide business contact information.

Where we receive personal information from another source, we will handle it in accordance with applicable data protection law.

We may use personal information to:

• respond to enquiries;
• provide quotations;
• arrange consultations;
• conduct household resilience assessments;
• design household resilience plans;
• provide household setup services;
• provide ongoing resilience services;
• communicate with you about your service;
• process payments;
• arrange delivery of products;
• arrange appointments and visits;
• maintain customer records;
• provide customer support;
• administer subscriptions;
• improve our services;
• maintain website security;
• prevent fraud or misuse;
• comply with legal and regulatory obligations;
• resolve complaints and disputes;
• establish, exercise or defend legal claims;
• send service-related communications; and
• send relevant marketing where permitted by law.

We will not use your information for purposes that are incompatible with the purposes explained in this Privacy Policy without an appropriate lawful basis.

We only process personal information where we have a lawful basis to do so.

Depending on the circumstances, these may include:

Contract. We may process your information where it is necessary to:

• provide a service you have purchased;
• prepare or administer a contract;
• arrange payment;
• communicate with you about your service; and
• fulfil our contractual obligations.

Legitimate interests. We may process information where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Our legitimate interests may include:

• operating and managing our business;
• providing and improving our services;
• communicating with existing customers;
• maintaining appropriate customer records;
• protecting our business against fraud or misuse;
• managing complaints and disputes;
• maintaining website and information security;
• understanding how our services are used;
• developing new services; and
• limited business-to-business marketing where permitted.

Where we rely on legitimate interests, we consider the potential impact on individuals and apply appropriate safeguards.

Legal obligation. We may process personal information where necessary to comply with a legal or regulatory obligation. For example, this may include maintaining financial and accounting records.

Consent. Where required, we may rely on your consent. For example, we may ask for consent to:

• send certain marketing communications;
• use certain non-essential cookies;
• use photographs or testimonials for promotional purposes; and
• process certain information where consent is the appropriate lawful basis.

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

Withdrawal of consent does not affect the lawfulness of processing that took place before you withdrew your consent.

We may contact you with information about our services where permitted by applicable law.

This may include information about:

• new services;
• service updates;
• household resilience resources;
• relevant guides;
• offers;
• events; and
• subscription services.

Where consent is required, we will ask for it.

You can unsubscribe from marketing communications at any time by using the unsubscribe link in the communication or contacting us using the details in this Privacy Policy.

You have an absolute right to object to the use of your personal information for direct marketing.

The purpose of collecting household information is to enable us to provide a service that is relevant to your circumstances.

For example, knowing that a household:

• has children;
• has a pet;
• relies on electrically powered equipment;
• has limited storage;
• has a particular heating system; or
• has particular evacuation arrangements

may affect the recommendations we provide.

We will use information supplied to us for the purposes for which it was collected and other compatible purposes permitted by law.

We do not sell household resilience assessments or household profiles to third parties.

If you provide information about an emergency contact, family member, neighbour or other third party, you should ensure that you are entitled to provide that information to us.

Where appropriate, you should tell that person that their information has been provided to us and direct them to this Privacy Policy.

We will generally use such information only for the purpose for which it was provided.

Our services may include information about household pets. This may include:

• pet name;
• species;
• relevant practical requirements;
• feeding arrangements;
• veterinary contact information; and
• evacuation arrangements.

Pet information is not personal data in itself, but information associated with an identifiable household or individual may constitute personal data and will be treated accordingly.

You may choose to provide photographs or other information about your home so that we can understand your household requirements.

These may show:

• rooms;
• cupboards;
• utility areas;
• equipment;
• storage areas;
• vehicles; and
• household documents or labels.

Please avoid including unnecessary personal information in photographs.

We may use photographs for the purpose of providing the service, documenting work undertaken, maintaining customer records or dealing with queries.

We will not use photographs of your home for public marketing, advertising or case studies without appropriate permission where required.

Payments may be processed through third-party payment providers.

Where this happens, your payment card or banking information may be processed directly by the relevant payment provider.

We generally do not store complete payment card details ourselves.

Payment providers may process your information in accordance with their own privacy policies and terms.

We do not sell your personal information.

We may share information with trusted third parties where necessary to operate our business or provide our services. These may include:

• payment processors;
• website hosting providers;
• CRM and customer management systems;
• email and communications providers;
• appointment and booking platforms;
• accounting and bookkeeping providers;
• IT and cybersecurity providers;
• cloud storage providers;
• product suppliers and delivery providers;
• professional advisers;
• insurers;
• legal advisers; and
• contractors or service providers involved in delivering your service.

Where appropriate, we require suppliers and service providers to protect personal information and only process it in accordance with our instructions and applicable law.

We may also disclose information where required by law, regulation, court order or another lawful authority.

Where our services are arranged by an employer, company or other organisation, information may be provided by that organisation.

In these circumstances, the organisation arranging the service may have its own privacy obligations.

Where we process personal information on behalf of another organisation as a data processor, our contractual arrangements with that organisation will determine our respective responsibilities.

Where we act as the data controller, this Privacy Policy applies directly to our processing.

Some of the technology and service providers we use may process information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take steps required by applicable data protection law to ensure that appropriate safeguards are in place.

Depending on the circumstances, these safeguards may include:

• an applicable adequacy regulation or decision;
• appropriate contractual safeguards; and
• other legally recognised transfer mechanisms.

You can contact us if you would like further information about relevant international transfers or safeguards.

We do not keep personal information indefinitely.

We retain information for as long as reasonably necessary for the purpose for which it was collected, taking into account:

• the nature of the information;
• the purpose for which it was collected;
• whether you remain a customer;
• legal and regulatory requirements;
• accounting requirements;
• potential complaints or disputes; and
• our legitimate business requirements.

As a general guide:

These periods are guidelines rather than absolute guarantees. We may retain information for longer where reasonably necessary to comply with legal obligations, establish or defend legal claims, resolve disputes, prevent fraud or meet other lawful requirements.

When information is no longer required, we will securely delete it or anonymise it.

The ICO expects privacy information to explain retention periods or the criteria used to determine them.

We take reasonable technical and organisational measures designed to protect personal information against:

• unauthorised access;
• accidental loss;
• destruction;
• misuse;
• alteration; and
• disclosure.

Measures may include:

• access controls;
• password protection;
• secure cloud systems;
• encryption where appropriate;
• device security;
• software updates;
• backups;
• staff and contractor confidentiality obligations; and
• limiting access to information to those who need it.

However, no internet transmission, computer system or storage system can be guaranteed to be completely secure.

You should therefore avoid sending highly sensitive information by ordinary email unless we specifically ask you to do so.

If we become aware of a personal data breach, we will assess it and take appropriate action in accordance with applicable data protection law.

Where the law requires us to notify the Information Commissioner's Office or affected individuals, we will do so within the applicable timescales.

Depending on the circumstances and applicable law, you may have rights including:

• the right to be informed about how your information is used;
• the right to request access to personal information we hold about you;
• the right to request correction of inaccurate or incomplete information;
• the right to request erasure of your personal information;
• the right to request restriction of processing;
• the right to object to certain processing;
• the right to object to direct marketing;
• the right to data portability where applicable; and
• the right to withdraw consent where we rely on consent.

These rights are not all absolute and may depend on the lawful basis we rely upon and the circumstances.

For example, there may be circumstances in which we are legally entitled or required to retain certain information even where you request deletion.

The ICO confirms that the availability of individual rights can depend on the lawful basis used for processing.

To exercise any of your rights, please contact [EMAIL ADDRESS].

Please provide:

• your name;
• contact details;
• sufficient information to identify your records; and
• details of the request you are making.

We may need to verify your identity before providing information or making changes.

We will normally respond to valid requests within the period required by applicable data protection law.

We will not normally charge a fee for exercising your rights, although applicable law allows charges or refusal in certain circumstances, such as requests that are manifestly unfounded or excessive.

We do not currently make decisions about customers based solely on automated processing that produce legal or similarly significant effects.

We may use automated tools for limited purposes such as:

• website analytics;
• customer administration;
• enquiry routing;
• service administration;
• identifying patterns in website usage; and
• generating initial recommendations or administrative outputs.

Where automated tools are used as part of our services, they are intended to support rather than replace appropriate human judgement.

We may use artificial intelligence tools in limited parts of our business, including for:

• administrative tasks;
• drafting and summarising information;
• analysing non-sensitive business information;
• improving customer communications;
• website functionality; and
• internal business processes.

We will take appropriate steps when using AI systems to protect personal information.

We will not knowingly use customer personal information to train publicly available AI models unless we have an appropriate lawful basis and have clearly informed you of the relevant processing.

Where an AI provider processes personal information on our behalf, it will be treated as a third-party service provider and subject to appropriate contractual and data protection requirements.

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to function.

Other cookies may be used for purposes such as:

• analytics;
• performance monitoring;
• remembering preferences;
• marketing; and
• measuring website effectiveness.

Where required by law, we will request your consent before placing non-essential cookies on your device.

You can control cookies through our cookie preference mechanism and/or your browser settings.

Further information is available in our Cookie Policy.

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices, security or content of third-party websites.

You should review the privacy policy of any third-party website before providing personal information.

If you interact with us through social media platforms, the relevant platform may collect and process information about you according to its own privacy policy.

We may receive information that you choose to make available through those platforms.

We do not control how social media platforms process your information.

Our website and services are primarily intended for adults.

We do not knowingly seek to collect personal information directly from children unless this is necessary for a specific service and appropriate arrangements are in place.

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

You should provide information that is accurate and relevant to the service.

Please tell us if important information changes.

You should also avoid providing information that is not necessary for us to provide the service.

In particular, please do not send:

• unnecessary medical records;
• unnecessary identity documents;
• unnecessary financial information;
• passwords;
• security codes;
• access credentials; or
• other highly sensitive information unless specifically requested.

If you have concerns about how we have handled your personal information, please contact us first at [EMAIL ADDRESS].

We will investigate your concern and try to resolve it.

You also have the right to complain to the UK's data protection regulator:

Information Commissioner's Office (ICO)

Website: https://ico.org.uk/

The ICO provides independent advice and guidance concerning data protection rights and complaints.

We may update this Privacy Policy from time to time.

Changes may be necessary because of:

• changes to our services;
• changes to technology;
• changes to the way we process information; and
• changes to legal or regulatory requirements.

The latest version will be published on this website with the relevant “Last updated” date.

Where required by law, we will notify you of material changes.

The ICO recommends regularly reviewing privacy information and bringing new uses of personal information to people's attention before processing begins.

If you have any questions about this Privacy Policy or the way we handle personal information, please contact:

Practice Continuity Partners

[LEGAL COMPANY NAME]

[REGISTERED ADDRESS]

Email: [EMAIL ADDRESS]

Telephone: [TELEPHONE NUMBER]