Customers
Customer Privacy Notice
Who we are
Sherwoods SW Ltd is the data controller for the personal data described in this notice.
Address Sherwoods SW Ltd, Vander House, Brunel Road, Newton Abbot, Devon, TQ12 4YQ
Email info@sherwoods.uk
Telephone 0330 390 2058
For data protection queries write to Data Protection Lead at the address above.
What this notice covers
This notice explains how we collect, use, share, and protect personal information about our customers and customer contacts. This includes people who contact us, request quotes, place orders, receive services, or manage sites where we deliver works.
The personal data we collect
Depending on how you engage with us and what services we provide, we may collect and use the following categories of personal data.
Identity and contact details
Name, job title, employer or organisation name, site address, billing address, email address, telephone number
Service and job information
Enquiry details, instructions, job history, attendance details, service reports, certificates, compliance documentation, photographs relating to works, asset and equipment information where relevant to service delivery
Financial and transaction information
Purchase order details, invoice details, payment status, and credit control information where applicable
Communications
Emails and messages sent to us, notes created in our operational systems, and where used, call recordings and call transcriptions as described below
Where we get your personal data from
We collect personal data from you when you contact us or use our services. We may also receive personal data from your employer or organisation, from a managing agent, from a site representative, or from systems and portals used to raise and manage jobs.
How we use your personal data and our lawful bases
We use personal data only where the law allows. We typically rely on one or more of the lawful bases below.
Performance of a contract
To provide quotes, schedule works, deliver services, and manage completion and aftercare
To administer service visits, access arrangements, and service documentation
To manage ongoing maintenance, reactive works, and planned works where agreed
Legal obligation
To meet legal and regulatory duties, including health and safety obligations, compliance record keeping, and financial record keeping
Legitimate interests
To administer and manage our relationship with you and your organisation
To manage enquiries and communications
To maintain operational records, job history, and service continuity
To improve service quality, training and coaching, and internal processes
To investigate and resolve disputes, complaints, and claims
To protect our business against fraud and non payment, and to recover debts where needed
Where we rely on legitimate interests, we consider your rights and interests as part of our assessment.
Consent
We only rely on consent where required and where no other lawful basis applies.
Call recording and transcription
We use business call recording and, where enabled, call transcription for calls relating to service delivery and operational management.
Why we record and transcribe calls
Operational accuracy, including capturing job instructions and key details
Workflow integration, including associating call information with the correct job
Quality and service improvement
Training and coaching
Complaint and dispute handling
Continuity, so operationally relevant information is not lost when people are absent
How you are notified
Inbound calls may include an automated message before the call connects advising that calls may be recorded
Outbound calls may be notified verbally at the start of the call or via written communication where appropriate
If you do not want a call recorded
You can request an alternative method of communication. Where possible we will accommodate this while still capturing the information needed to deliver the service.
Retention for call recordings and transcriptions
Audio recordings are kept for up to 30 days
Transcriptions are kept for up to 60 days
Who we share personal data with
We do not sell personal data. We may share personal data where necessary to deliver services, manage our relationship with you, comply with law, or protect legitimate interests.
Recipients may include
Business systems providers used for job management and customer portals, for example BigChange
Telephony and call recording providers, for example RingCentral
Transcription and workflow providers where enabled
IT support and security providers
Professional advisers such as insurers, brokers, accountants, auditors, and legal advisers
Regulators and authorities where required by law
Your organisation, managing agent, or site representatives where needed to coordinate access, approvals, permits, completion evidence, and ongoing maintenance
Where we use processors, they must keep your data secure and use it only for the agreed purpose under contract.
International transfers
Where any supplier processing involves access from outside the UK, we ensure appropriate safeguards are in place such as the UK Addendum to Standard Contractual Clauses or an adequacy route where applicable.
Security of your data
We use appropriate technical and organisational measures designed to protect personal data, including access controls, role based permissions, secure storage, and procedures for handling suspected data incidents. We limit access to those who need it for their role.
How long we keep your personal data
We keep personal data only for as long as necessary for the purposes described in this notice, including legal, regulatory, contractual, insurance, and accounting requirements. The retention period depends on the type of record and the nature of the service. Call recording retention is as set out above.
Your rights
You have rights under UK GDPR including access, rectification, erasure, restriction, objection, and data portability in certain circumstances.
To exercise your rights
Contact us using the details at the top of this notice. We will respond in line with ICO guidance and UK GDPR statutory timeframes.
Complaints
If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office.
Last updated
18 February 2026
Company details
Sherwoods SW Ltd
Company registration number 4750554
VAT number 140 9454 74
Registered address Vander House, Brunel Road, Newton Abbot, Devon, TQ12 4YQ
Interested?
For more information, contact Sherwoods today. We can discuss your needs and the level of service you prefer to create a bespoke offering that works best for you. Send us a message with your details, and we’ll get back to you at the earliest opportunity.
