Privacy Policy

Alpine Extensions is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store and safeguard your personal information when you visit our website, request a design consultation, submit an enquiry or engage us to design and build your extension.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read this policy carefully so you understand our practices regarding your personal data and how we will treat it.

Alpine Extensions is a family-run design-and-build home extension company operating across the North East of England. For the purposes of data protection law, we are the data controller responsible for your personal data.

• Registered address: C11, Marquis court, Kingsway South, Team Valley, Gateshead, Tyne & Wear, NE11 0RU
• Email: info@alpineextensions.com
• Telephone: 0800 433 2699
• Data Protection contact: James Ellis

We may collect and process the following categories of personal data:

• Identity data — your name and, where relevant, the names of household members involved in the project.
• Contact data — postal address, project address, postcode, email address and telephone numbers.
• Project data — details of your property, plans, drawings, photographs, survey information, planning references and design preferences.
• Financial data — quotation values, deposit and payment records, and finance application details where you choose a funding option (payment card details are handled by our payment providers, not stored by us).
• Technical data — IP address, browser type and version, device information, operating system and other technology on the devices you use to access our website.
• Usage data — information about how you use our website, including pages viewed and interactions with our forms.
• Marketing data — your preferences in receiving marketing from us and your communication preferences.

We collect personal data about you through the following methods:

• Directly from you — when you complete an enquiry or quotation form, call us, email us, meet with a designer, or engage us for works.
• Automated technologies — cookies, server logs and similar technologies collect technical and usage data as you interact with our website.
• Third parties — review platforms, advertising partners, lead-generation partners, architects, surveyors and local authority planning portals.

We use your personal data for the following purposes:

• To respond to your enquiry and arrange a design consultation or site survey.
• To prepare 4D virtual designs, drawings, structural calculations and fixed-price quotations.
• To submit planning and Building Regulations applications on your behalf.
• To manage and deliver your project, including scheduling, materials ordering and site coordination.
• To administer contracts, invoicing, payments and guarantee registration.
• To provide aftercare and honour our 10-year guarantee.
• To improve our website, services and customer experience.
• To send marketing communications where you have consented or where we have a legitimate interest.
• To comply with legal, regulatory, health and safety, and insurance obligations.

We only process your personal data where we have a lawful basis to do so under UK GDPR:

• Consent — for marketing emails, SMS messages and non-essential cookies. You may withdraw consent at any time.
• Contract — to prepare a quotation and to perform our design-and-build contract with you.
• Legal obligation — to comply with building control, health and safety, tax and accounting requirements.
• Legitimate interests — to run and improve our business, prevent fraud, secure our website and contact you about services similar to those you have enquired about, provided your rights do not override those interests.

We may send you information about our services, offers, completed projects and design inspiration where you have asked to receive it, or where you have previously enquired about or purchased similar services from us (the "soft opt-in").

You can opt out at any time by using the unsubscribe link in any email, replying STOP to an SMS, or emailing info@alpineextensions.com. Opting out of marketing will not stop service messages relating to a live project.

Cookies are small text files placed on your device when you visit a website. We use cookies to make our site work, remember your preferences and understand how our pages perform.

• Strictly necessary cookies — required for security, form submission and core site functionality. These cannot be switched off.
• Performance and analytics cookies — help us understand how visitors use the site so we can improve it.
• Advertising and targeting cookies — used to measure campaign performance and show relevant adverts.

You can control non-essential cookies through our cookie banner and can block or delete cookies through your browser settings. Blocking some cookies may affect how parts of the website function.

We may use Google Analytics to collect anonymised statistics about website usage, such as pages visited, time on page, approximate location and device type. This helps us improve our content and user experience. Google processes this data on our behalf and we have IP anonymisation enabled where available. You can opt out using the Google Analytics Opt-out Browser Add-on.

We may use the Meta (Facebook and Instagram) Pixel and similar advertising technologies to measure the effectiveness of our campaigns and to show relevant adverts to people who have shown an interest in home extensions. These technologies may create audiences based on your interaction with our website. They are only deployed where you have given consent via our cookie banner, and you can withdraw consent at any time or adjust your ad preferences within your Meta account settings.

When you submit an enquiry form we collect the details you provide — typically your name, telephone number, email address, postcode and a description of your project. This information is stored securely in our customer management system and emailed to our design team so we can respond. We use it solely to reply to your enquiry and progress your project unless you have also consented to marketing.

To prepare a fixed-price quotation we may collect property details, measurements, photographs, survey data, drawings and planning history. Where required, we share limited details with structural engineers, planning consultants and building control bodies to produce your design, calculations and applications. Quotation records are retained so we can honour pricing, guarantees and any future disputes.

We keep records of correspondence with you — including emails, messages, call notes and project updates — so we can manage your project accurately, resolve queries and evidence agreed decisions. Telephone calls may be recorded for training and quality purposes; where this applies you will be informed at the start of the call.

We work with carefully selected suppliers and processors who support the delivery of our services. These may include:

• Website hosting, database and email delivery providers.
• Customer relationship management and design software providers.
• Architects, structural engineers, planning consultants and surveyors.
• Local authority planning departments and approved building control bodies.
• Payment processors, finance providers and accountants.
• Analytics, advertising and review platforms.

All processors act under written agreements requiring them to protect your data and to process it only on our documented instructions.

We use appropriate technical and organisational measures to protect your personal data, including encrypted connections (HTTPS), access controls, role-based permissions, secure cloud hosting and regular backups. Access to personal data is limited to employees and partners who need it to perform their role. We have procedures in place to deal with any suspected personal data breach and will notify you and the Information Commissioner's Office where we are legally required to do so.

We keep personal data only for as long as necessary for the purposes it was collected, including legal, accounting and reporting requirements. Typical retention periods are:

• Unconverted enquiries — up to 24 months from your last contact with us.
• Quotations and design files — up to 6 years from the date issued.
• Contract, project and guarantee records — up to 12 years, reflecting our 10-year guarantee and statutory limitation periods.
• Financial and tax records — a minimum of 6 years, as required by HMRC.
• Marketing consents — until you withdraw consent, plus a suppression record to honour your opt-out.

We never sell your personal data. We share it only with the trusted partners described in this policy, with professional advisers such as insurers and solicitors, with regulators or authorities where required by law, and with a purchaser or successor in the event of a business sale or reorganisation. Any sharing is limited to what is necessary for the stated purpose.

Your data is primarily stored within the UK or European Economic Area. Some of our technology providers may process data outside the UK. Where this occurs, we ensure an equivalent level of protection through UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with appropriate supplementary safeguards.

You have the following rights in relation to your personal data:

• The right to be informed about how your data is used.
• The right of access to a copy of the personal data we hold about you.
• The right to rectification of inaccurate or incomplete data.
• The right to erasure of your data in certain circumstances.
• The right to restrict processing in certain circumstances.
• The right to data portability for data you provided to us.
• The right to object to processing based on legitimate interests, and to direct marketing at any time.
• Rights relating to automated decision-making and profiling.

You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk. We would appreciate the chance to resolve your concerns first.

To exercise any of your rights, please contact us at info@alpineextensions.com or write to us at C11, Marquis court, Kingsway South, Team Valley, Gateshead, Tyne & Wear, NE11 0RU. We may ask you to verify your identity before we act on your request. We will respond within one month; where a request is complex we may extend this by a further two months and will let you know. There is normally no fee for making a request.

Our website and services are directed at adults and are not intended for children. We do not knowingly collect personal data from anyone under the age of 16. If you believe a child has provided us with personal data, please contact us and we will delete it promptly.

We review this policy regularly and may update it to reflect changes in our services, our technology or the law. Any updates will be published on this page with a revised "Last updated" date. Where changes are significant we will notify you directly. Please revisit this page periodically to stay informed.

If you have any questions about this Privacy Policy or how we handle your personal data, please get in touch:

• Company: Alpine Extensions
• Address: C11, Marquis court, Kingsway South, Team Valley, Gateshead, Tyne & Wear, NE11 0RU
• Email: info@alpineextensions.com
• Telephone: 0800 433 2699
• Data Protection contact: James Ellis