Privacy Policy

Last updated: 26 September 2026

This policy explains how Fireplace Solutions collects, uses and looks after your personal information when you visit our website, contact us, buy from our online shop or have a fire, stove or heating system installed by us. We are committed to protecting your privacy and handling your information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

WHO WE ARE

Fireplace Solutions is a trading name of UK Fires Direct Ltd, a company registered in England and Wales (company number 09217479) with its registered office at Unit 11 Ash, Kembrey Park, Swindon SN2 8UN. We are the data controller for the personal information described in this policy.

UK Fires Direct Ltd t/a Fireplace Solutions
Unit 11 Ash, Kembrey Park, Swindon SN2 8UN
Telephone: 01793 640 485
Email: info@fireplacesolutions.co.uk

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

THE INFORMATION WE COLLECT

When you make an enquiry or request a callback through our website forms, by phone, email or WhatsApp, we collect your name, telephone number, email address, postcode and the details you give us about your enquiry, such as the type of fire or stove you are interested in.

When you book a home survey or installation, we collect your address and information about your property that we need to plan and carry out the work safely, such as details of your chimney, flue, hearth and room.

When you buy from our online shop, we collect your name, billing and delivery address, email address, telephone number and the details of your order. If you create an account, we also store your login details and order history. Card payments are processed securely by Stripe. We never see or store your full card details.

When you use our website, we collect information about how you use it, such as the pages you visit, the device and browser you use and your approximate location, using cookies and similar technologies. Please see our Cookie Policy for details.

HOW WE USE YOUR INFORMATION

We use your personal information to:

• respond to your enquiries and call you back;
• arrange home surveys, prepare quotations and carry out installations;
• process, deliver and support your online orders, including returns and refunds;
• register installations and issue certificates where the law requires it;
• keep records for accounting, tax and warranty purposes;
• keep our website secure and protect it from spam and misuse; and
• understand how our website is used so we can improve it.

We will only send you marketing emails if you have asked us to, and you can opt out at any time.

OUR LEGAL BASIS FOR USING YOUR INFORMATION

We only use your personal information where the law allows us to. We rely on:

• Contract: to prepare quotations at your request, carry out installations and fulfil orders you place with us.
• Legal obligation: to keep financial records and to register notifiable installations under the Building Regulations.
• Legitimate interests: to respond to enquiries, keep our website secure, prevent fraud and spam, and run and improve our business, where this does not override your rights.
• Consent: for non-essential cookies such as analytics, and for any marketing emails. You can withdraw your consent at any time.

WHO WE SHARE YOUR INFORMATION WITH

We do not sell your personal information. We only share it where we need to, with:

• our website hosting provider (20i, which hosts our website in the UK) and our email provider;
• Stripe, to process card payments securely;
• delivery companies, to deliver online orders;
• competent person schemes such as HETAS and the Gas Safe Register, and local authority building control, to register installations and issue compliance certificates;
• Google, which provides our website analytics and the map on our contact page;
• Automattic (Akismet) and Cloudflare (Turnstile), which check form submissions and logins for spam and automated abuse;
• WhatsApp (Meta), if you choose to contact us on WhatsApp;
• our accountants and professional advisers; and
• the police, HMRC or other authorities where the law requires us to.

Some of these providers, such as Google, Stripe, Automattic and Meta, may process information outside the UK. Where they do, we make sure appropriate safeguards are in place, such as the UK Extension to the EU-US Data Privacy Framework or the UK International Data Transfer Agreement.

HOW LONG WE KEEP YOUR INFORMATION

• Enquiries and quotations that do not go ahead: up to 2 years after our last contact with you.
• Installation records, certificates and warranty information: for as long as they are relevant to the work we carried out, and at least 6 years.
• Orders, invoices and payment records: 6 years from the end of the financial year they relate to, as required by HMRC.
• Website analytics data: up to 14 months.

When we no longer need your information, we delete it securely or make it anonymous.

HOW WE KEEP YOUR INFORMATION SAFE

Our website uses a secure (HTTPS) connection, and access to your information is limited to the people who need it to do their job. Our service providers are required to keep your information secure and to use it only on our instructions.

YOUR RIGHTS

Under data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information;
• ask us to restrict or stop using your information;
• object to us using your information for our legitimate interests or for marketing;
• ask for your information in a format you can take elsewhere; and
• withdraw your consent at any time, where we rely on consent.

To use any of these rights, please contact us using the details above. We will respond within one month. There is normally no charge.

COMPLAINTS

If you are unhappy with how we have used your information, please contact us first so we can try to put things right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator: ico.org.uk/make-a-complaint or 0303 123 1113.

CHILDREN

Our website and services are intended for adults. We do not knowingly collect personal information from children.

CHANGES TO THIS POLICY

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated at the top.