Privacy policy
Last updated: 4 October 2026
Who we are
This website and the customer records behind it are run by Complete Fire Services, 26–28 Southgates Road, Great Yarmouth, Norfolk NR30 3LL. We are the controller of the personal information described here. If you have any questions about it, or want to use any of your rights, email info@completefireservices.com or write to us at the address above.
What we collect
When you send an enquiry or a message
Your name, company, email address and telephone number; what you need and where (the service, the type of premises, the town or postcode and anything you tell us about the site); any files you choose to send, such as certificates or photos; and how you found us, taken from the address of the page you used (for example, if you came from an advert). We also keep a scrambled, one-way version of your internet address, which we use only to stop the same connection sending large numbers of forms.
When you ask for a reminder
Your name, email address, the service, the month it’s due and, if you give it, the postcode of the premises.
When you’re a customer
The names, job titles, email addresses and phone numbers of the people we deal with; the addresses of the sites we look after and any access arrangements; the services at each site and when they’re due; records of our visits, certificates, reports and recommendations; notes of calls and emails; and your email preferences.
When you use your online account
Your email address, the times you ask for a sign-in link and sign in, and which documents you download. We keep this to protect your account.
When you visit the website
Like most websites, our hosting provider records technical information about each visit, such as your internet address, the page requested and your browser, to keep the website secure and working. We don’t use analytics or advertising cookies.
How we use it, and why we’re allowed to
| What we do | Our lawful basis |
|---|---|
| Reply to your enquiry or message and prepare a quote | Taking steps at your request before a contract, or our legitimate interest in responding to people who contact us |
| Carry out the work, send certificates and reports, and keep records of each site | Performing our contract with you or your organisation |
| Email reminders before services are due, which may mention other services we offer | Our legitimate interest in helping customers stay compliant. You can switch reminders off at any time using the link in each email |
| Send the reminder you asked for on our website (one email, about a month before the date you gave) | Your consent. You can cancel using the link in the confirmation email |
| Email a regular summary of your sites, if you’ve agreed to receive one | Performing our contract with you or your organisation. You can stop it at any time using the link in each email |
| Ask for a review after a job (at most once a year) | Our legitimate interest. You can opt out using the link in the email |
| Keep accounting and tax records | Legal obligation |
| Keep the website, forms and accounts secure, and stop spam | Our legitimate interest in protecting our systems and customers |
We don’t sell personal information, and we don’t send marketing emails to people who aren’t customers.
Who we share it with
- IONOS, our web hosting and email provider, which stores the website, our records and our email on our behalf.
- Anyone we’re required to share information with by law, such as HMRC or the police with proper authority.
Our engineers and office team see customer records only as far as they need to for their work.
How long we keep it
- Enquiries that look like spam: deleted after 30 days.
- Enquiries that didn’t lead to any work: deleted 24 months after they were closed, with any files sent with them.
- Customer records, certificates and reports: kept while we provide services to you, and for up to six years afterwards for tax, insurance and legal reasons, unless you ask us to delete them sooner and we’re able to.
- Reminder requests from the website: deleted a year after the reminder is sent or the request is cancelled.
- Copies of emails we send: six months.
- Online account sign-in links: they expire after 15 minutes (7 days for an invitation), and the records of them are deleted a month after that.
- Security records of who did what in our system: two years.
- Backup copies of our system: deleted after 14 days on our web server. Copies we keep offline for disaster recovery are replaced regularly and stored securely.
How we protect it
Our records are held on IONOS servers and reached over an encrypted connection. Staff sign in with a password and a code from an authenticator app. Files you send us, and the certificates and reports we produce, are stored privately and can only be opened by signed-in staff, or by you through your online account.
Your rights
You have the right to ask for a copy of the personal information we hold about you; to ask us to correct it, delete it or restrict how we use it; to object to how we use it; and to ask for it in a format you can take elsewhere. Where we rely on your consent, you can withdraw it at any time. To do any of these, email info@completefireservices.com. We’ll reply within one month.
If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
Cookies
See our cookie policy.
Changes to this policy
If we change how we use personal information, we’ll update this page and the date at the top.