Privacy policy

Last updated: 13 September 2026

This policy explains how Outerwell handles personal information when you visit our website, contact us, ask for a quote or use our services.

You can choose whether to receive marketing from us and change your mind at any time.

Who we are

Outerwell is the name under which the controller operates and is responsible for the personal information described in this policy.

You can contact us about privacy, including requests or complaints:

Email: info@outerwell.co.uk
Telephone: 01985 208402
Post: Outerwell, The Barn, Bangle Farm, Stoney Lane, Chantry, Frome BA11 3LH, United Kingdom

Information we collect

The information we hold depends on how you interact with us. It may include:

Your name, contact details and, where relevant, business name, role and social media or messaging identifiers.
Your property address, service requirements, measurements, photographs and access instructions.
Enquiries, messages, attachments, feedback and notes of conversations.
Records of quotes, bookings, approvals, work, invoices, payments and related transactions.
Technical and usage information, such as your IP address, browser, device, referral source and interactions with our website.
Your marketing preferences.

We receive information directly from you and through the services you use to contact us. We may also receive relevant information from someone arranging work on your behalf, a property manager, someone referring you to us, service providers supporting our business, or publicly available sources.

Please provide only information relevant to your enquiry. We do not normally need health information or other sensitive personal details. If these are necessary for a particular arrangement, we will explain their use and obtain explicit consent where required.

How we use your information

We use personal information to:

Respond to enquiries, assess requirements and prepare quotes.
Arrange, carry out and document work.
Manage appointments and provide customer support.
Process payments and maintain financial records.
Handle feedback, complaints, guarantees and legal claims.
Protect our systems and prevent fraud or misuse.
Understand how our services are used, improve them and measure marketing results.
Send relevant advice, reminders and offers where permitted.

Some details, such as the property address and a way to contact you, are necessary to prepare a quote or provide our services. Without them, we may be unable to help. You do not have to agree to marketing to use our services.

Our lawful bases

We use personal information on the following grounds:

Contract: to take steps you request before entering into a contract and to deliver our agreement with you, including quoting, scheduling, service delivery and payment.

Legitimate interests: to manage enquiries and customer relationships, maintain useful service records, protect our business, improve our services and carry out permitted marketing. We consider whether these uses are necessary and balance our interests against your rights and reasonable expectations.

Legal obligations: to maintain required accounting and tax records, respond to lawful requests and meet other legal responsibilities.

Consent: where required for particular marketing, optional tracking or publishing identifiable photographs and testimonials.

Where we rely on consent, you can withdraw it at any time. This does not affect processing that was lawful before withdrawal.

We may use basic information about your enquiry, location or services to keep communications relevant. This is not used to make decisions with legal or similarly significant effects. We do not make such decisions solely by automated means.

When you contact us by email, telephone, text, messaging or social media, we may keep the conversation and relevant contact information so that we can respond and maintain a record of our dealings with you.

Contacting us through one channel does not automatically subscribe you to marketing on that or another channel.

Social networks and communications platforms also process information under their own privacy policies.

Marketing and keeping in touch

We may send property-care advice, seasonal reminders and offers relating to Outerwell services.

We only send electronic marketing where permitted by law. Where we rely on consent, we ask for it first. Where the law allows us to contact existing customers or people who have made a genuine enquiry about similar services, we provide a clear opportunity to opt out.

You can ask us to stop using your information for direct marketing at any time. Use the unsubscribe option provided or contact us using the details above.

We keep a limited record of your preference so we can respect it. We may still send messages needed for an enquiry or service you have requested, such as a quote, appointment update or invoice.

Cookies and similar technologies

Our website uses cookies and similar technologies to help keep it secure, remember choices and understand how it is used.

Optional technologies may help us understand website use and measure marketing results. Where the law requires consent, we obtain it before using these technologies and explain how to withdraw it. We provide information about the relevant purposes and storage periods when requesting permission.

Where a statistical technology qualifies for a legal exception, we use it within the conditions of that exception and provide the required information and means of objecting.

You can also manage cookies through your browser. Removing necessary cookies may affect how the website works.

Cloudflare Turnstile

Our website uses Cloudflare Turnstile. For more information, see Cloudflare’s Turnstile Privacy Addendum.

Property photographs and feedback

We use photographs to assess your requirements, prepare quotes, plan work and document property condition and results.

We may share examples of our work in marketing where they do not identify a person or home. If a photograph or testimonial would identify you or your home, we ask permission before publishing it. You can withdraw that permission by contacting us.

We share relevant information with:

Our team and contractors providing or supporting your services.
Providers of hosting, IT, communications and other services that support our business.
Payment providers, accounting services and professional advisers.
Insurers, legal advisers and others where necessary to handle a complaint or claim.
Authorities or other parties where disclosure is legally required.

If our business is sold or reorganised, relevant records may be shared with advisers and a new operator under appropriate confidentiality and data-protection arrangements.

Providers processing information on our behalf must follow appropriate contractual requirements. Some providers, including payment services and social platforms, may act as controllers for their own purposes; their privacy notices explain how they use information.

International processing

Our providers may process information in the UK and other countries.

Where a transfer outside the UK requires safeguards, we use an applicable UK adequacy arrangement or appropriate protections, such as the UK International Data Transfer Agreement or UK Addendum to approved contractual clauses, together with any necessary assessment and additional measures.

You can contact us for information about the safeguards relevant to your data and a copy of them, with confidential information removed where necessary.

How long we keep information

We retain information according to its purpose:

Enquiries and quotes: while handling your request and for a reasonable follow-up period, considering the proposed work and our last contact.
Customer and service records: during our relationship and afterwards where needed for service history, guarantees, complaints or legal claims.
Financial records: for the applicable tax and accounting retention periods.
Marketing information: while we have a valid basis and it remains relevant, with a limited preference record retained to honour opt-outs.
Photographs and records of work: according to their operational, security or evidential purpose.

We review the information we hold and delete or anonymise it when it is no longer needed. A particular dispute or legal requirement may require relevant records to be retained longer.

You can ask us about the retention period applicable to a particular record.

Your rights

Depending on the circumstances, you can ask us to:

Give you access to your personal information.
Correct inaccurate or incomplete information.
Delete information or restrict its use.
Provide certain information in a portable format.
Object to processing based on legitimate interests or to direct marketing.

You can withdraw consent where we rely on it. Your right to object to direct marketing is absolute.

Contact us using the details above. We normally respond to rights requests within one month. If the law allows additional time, we will explain why. We may request proportionate information to confirm your identity before releasing personal records.

Questions and complaints

Please contact us if you are unhappy with how we have handled your information.

You also have the right to complain to the Information Commissioner’s Office, the UK’s data-protection regulator, or call 0303 123 1113.

Changes to this policy

We may update this policy as our services or legal requirements change. The date above shows the latest version.

If we plan a materially different use of your information, we will explain it before that use begins and obtain consent where required.