Privacy Policy
How we collect, use, share and protect personal information
Last updated: 03-09-2026
| At a glance Haven Kitchens Ltd uses personal information to respond to enquiries, design and supply kitchens, arrange installation and aftercare, administer payments and finance introductions, improve our website and, where permitted, send relevant marketing. We do not sell personal information. |
1. About this policy
This policy explains how Haven Kitchens Ltd (“Haven Kitchens”, “we”, “us” or “our”) handles personal information relating to customers, prospective customers, website visitors, suppliers, contractors, job applicants and other people who interact with us. It applies to information collected online, in our showrooms, by telephone or email, during home surveys and installations, and through our aftercare services.
Haven Kitchens Ltd is the controller of the personal information described in this policy. This means that we decide why and how that information is used. Some third parties, such as lenders or payment providers, may act as separate controllers for information they receive.
2. Who we are and how to contact us
| Legal name | Haven Kitchens Ltd |
| Company number | 15915384 |
| Registered office | 30 Queen Street, Bude, Cornwall, United Kingdom, EX23 8BB |
| Privacy email | enquiries@havenkitchens.co.uk |
| Telephone | 0333 888 0366 |
Please mark correspondence for the attention of the Privacy Lead. Haven Kitchens Ltd is not currently required to appoint a statutory Data Protection Officer; privacy enquiries are handled by the Privacy Lead.
3. Personal information we collect
Depending on how you interact with us, we may collect:
- Identity and contact details, including name, postal and installation address, email address, telephone number and signature.
- Enquiry, quotation and order information, including requirements, preferences, budgets, appointment records, communications, contracts and customer-service history.
- Property and project information, including room measurements, plans, designs, photographs, access details and information relevant to safe delivery or installation.
- Transaction information, including order value, deposits, payments, refunds and limited payment-status information. Card details are generally processed securely by our payment provider rather than stored by us.
- Finance-introduction information, where requested. A lender or credit broker may collect additional financial and identity information under its own privacy notice.
- Technical and usage information, such as IP address, device/browser information, cookie identifiers, pages visited and interactions with our website or marketing emails.
- Marketing preferences and records of consent, objections, unsubscribes and campaign engagement.
- Supplier, contractor and business-contact details needed to manage our commercial relationships.
- Recruitment information, including CV, employment history, qualifications, interview notes, references and right-to-work information.
Please do not provide health or other sensitive information unless it is genuinely necessary, for example to explain an accessibility or installation-safety requirement. If we need such information, we will limit its use and identify an appropriate legal condition.
4. How we obtain personal information
We usually obtain information directly from you, including through our website, showrooms, telephone calls, emails, appointments, surveys, orders and aftercare. We may also receive information from:
- another person involved in your project, such as a joint customer, family member, landlord, developer, builder or interior designer;
- suppliers, installers, delivery partners and other contractors involved in fulfilling your order;
- finance, payment and fraud-prevention providers;
- advertising, analytics and social-media platforms, according to your settings and consent choices; and
- public sources such as Companies House, where appropriate for business customers or suppliers.
If you give us information about another person, please ensure that you are entitled to do so and, where appropriate, show them this policy.
5. Why we use personal information
UK data protection law requires us to have a lawful basis for each use. The main purposes and bases we expect to rely on are set out below.
| Purpose | Lawful basis |
| Respond to enquiries; arrange consultations, surveys and quotations | Steps requested before entering a contract; legitimate interests in developing our business |
| Design, supply, deliver and install kitchens and related products; provide aftercare | Performance of a contract; legitimate interests where dealing with another person connected to the project |
| Take payments, issue refunds, manage accounts and recover sums due | Performance of a contract; legitimate interests in financial administration and debt recovery; legal obligation |
| Introduce or administer a request for finance | Steps requested before a contract; legitimate interests; consent where specifically required. Lenders make their own decisions under their notices |
| Manage complaints, claims, product safety, warranties and disputes | Performance of a contract; legal obligation; legitimate interests in protecting customers and our legal rights |
| Manage suppliers, contractors, deliveries and installations | Performance of a contract; legitimate interests in operating our business safely and efficiently |
| Keep business, tax and regulatory records | Legal obligation; legitimate interests in governance and audit |
| Protect our systems, prevent fraud and maintain website security | Legitimate interests in security, fraud prevention and business continuity; legal obligation where applicable |
| Measure website use and improve services using non-essential analytics | Consent, where required for cookies or similar technologies |
| Send email or SMS marketing | Consent, or the PECR customer ‘soft opt-in’ where available, together with legitimate interests |
| Send relevant postal marketing or make permitted live marketing calls | Legitimate interests, subject to preference services and your right to object |
| Handle job applications and recruitment | Steps requested before a contract; legal obligation; legitimate interests in recruitment |
6. Marketing
We may send information about kitchens, products, services, events and offers where the law permits. For electronic marketing to individuals, we will normally rely on consent or, for existing customers, the limited ‘soft opt-in’ where we obtained contact details during a sale or genuine negotiation for similar products or services and offered an opt-out at collection and in every message.
You can opt out at any time by contacting us using section 2, or telling our team. Service messages about an enquiry, appointment, order, installation, safety issue or warranty are not marketing. We may retain minimal suppression details so that we continue to respect an opt-out.
We do not sell personal information or share it with unrelated organisations for their own direct marketing.
7. Cookies, analytics and social media
Our website may use essential technologies needed for security, navigation, forms and user choices. With your consent, it may also use analytics or advertising technologies to understand website use, measure campaigns and improve our services. Non-essential technologies should not be set before the required consent is obtained.
The website should provide a separate cookie notice or preference centre listing each technology, its provider, purpose and duration. You can change your choices there and can also control cookies through your browser. Blocking some technologies may affect website functions.
If you interact with us on a social-media platform, the platform may use information under its own privacy policy. Depending on the feature used, we and the platform may have separate or shared responsibilities.
8. Who we share information with
We share only what is reasonably necessary with appropriate recipients, which may include:
- kitchen, appliance and component manufacturers and suppliers;
- surveyors, designers, fitters, electricians, plumbers, builders, delivery providers and waste-removal contractors;
- IT, hosting, CRM, email, analytics, document-storage, communications and cyber-security providers;
- payment processors, banks, accountants, auditors, insurers and professional advisers;
- finance brokers, lenders and identity or fraud-prevention providers, where you request finance;
- warranty, repair and aftercare providers;
- HM Revenue & Customs, regulators, courts, law-enforcement bodies or other authorities where required or permitted by law; and
- a prospective purchaser, investor or adviser in connection with a genuine business sale, restructuring or due-diligence exercise, subject to safeguards.
Our service providers must protect information and use it only for authorised purposes. Some recipients, including lenders, insurers and professional advisers, determine their own purposes and provide their own privacy information.
9. International transfers
Some technology or service providers may store or access information outside the United Kingdom. Where personal information is transferred to a country without UK adequacy regulations, we will use an approved safeguard, such as the UK International Data Transfer Agreement, the UK Addendum to approved EU standard contractual clauses, or another lawful mechanism, and carry out any required risk assessment. Contact us for further information about relevant safeguards.
10. How long we keep information
We retain personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, warranty, insurance and dispute requirements. Our indicative periods are:
| Record | Indicative retention |
| Unsuccessful enquiries and quotations | Normally up to 2 years after the last meaningful contact |
| Orders, contracts, designs, project and payment records | Normally 7 years after completion or the end of the customer relationship; longer where a warranty, claim or legal hold requires it |
| Routine customer communications and aftercare | Normally aligned with the order record or relevant warranty/claim period |
| Marketing records | Until consent is withdrawn or you object, subject to periodic review; minimal suppression records may be kept for as long as needed to honour the opt-out |
| Website analytics and cookie data | According to the website cookie notice and consent settings |
| Unsuccessful recruitment applications | Normally 6 months after the recruitment process, unless a longer talent-pool period is agreed |
| Supplier and contractor records | Normally 7 years after the end of the relationship or relevant transaction |
We may delete, anonymise or securely archive information earlier where appropriate. Anonymised information that can no longer identify anyone may be retained for analysis.
11. Security
We use proportionate organisational and technical measures designed to protect personal information against unauthorised access, loss, alteration or disclosure. These may include access controls, staff confidentiality and training, secure systems, backups, supplier checks and incident procedures. No internet transmission or storage system is completely secure, but we review safeguards according to the nature and risk of the information.
12. Your data protection rights
Depending on the circumstances, you may have the right to:
- be informed about how your information is used;
- request access to your personal information;
- ask us to correct inaccurate or incomplete information;
- ask us to erase information in certain circumstances;
- ask us to restrict its use in certain circumstances;
- receive certain information in a portable format;
- object to processing based on legitimate interests, including an absolute right to object to direct marketing;
- withdraw consent at any time, without affecting earlier lawful processing; and
- not be subject to a solely automated decision producing legal or similarly significant effects, where the relevant legal conditions apply.
These rights are not absolute. We may need to verify your identity and may ask for information to help locate the relevant records. We normally respond within one month, although the law permits an extension for complex or multiple requests. We do not usually charge a fee, but may do so or refuse a request where the law allows.
13. Automated decisions
Haven Kitchens Ltd does not currently make solely automated decisions about individuals that produce legal or similarly significant effects. A lender may use automated checks when considering a finance application; its privacy notice will explain that processing and your rights.
14. Children
Our website and services are not directed at children, and we do not knowingly collect children’s information for marketing. A project record may incidentally include information about a household member where relevant to accessibility, safety or the design brief; we will minimise such information.
15. Complaints
Please contact our Privacy Lead first so that we can try to resolve your concern. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority:
| Information Commissioner’s Office Website: https://ico.org.uk/make-a-complaint/ Telephone: 0303 123 1113 Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF |
If you live outside the UK, you may also be entitled to contact the data protection authority where you live or work.
16. Changes to this policy
We review this policy periodically and update it when our processing or the law changes. The latest version should be published on our website with the date shown at the beginning. If a change materially affects how we use information, we will take reasonable steps to bring it to the attention of affected people before the new use begins.