HDB SERVICES LTD

Privacy Policy

Last updated: September 2026

This Privacy Policy explains how HDB Services Ltd collects, uses, stores, and protects your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read it carefully.

1. Who We Are

HDB Services Ltd is an award-winning facilities management company specialising in Mechanical and Electrical maintenance, Fabric works, Industrial Door systems, Construction and Refurbishment, and Passive Fire Protection services across the United Kingdom.

Company name: HDB Services Ltd

Registered address: The Silver Birches, Barford Road, Wilden, Bedfordshire, MK44 2QG

Email: info@hdbservices.co.uk

Telephone: 0800 056 3030

Website: www.hdbservices.co.uk

HDB Services Ltd is the data controller for the personal information we collect about you. This means we are responsible for deciding how and why we use your personal data, and for ensuring that it is handled lawfully and securely.

2. What Personal Data We Collect

2.1 Data you provide directly

When you contact us through our website, request a callback, submit an enquiry, or communicate with our team, we may collect:

• Full name
• Company name and job title
• Email address
• Telephone number
• Postal address
• The content of your enquiry or message
• Type of service you are enquiring about

2.2 Data collected automatically

When you visit our website, we may automatically collect certain technical information, including:

• IP address
• Browser type and version
• Operating system
• Pages visited and time spent on each page
• The website you came from before visiting ours
• Date and time of your visit

2.3 Data collected through cookies

We use cookies and similar tracking technologies on our website. These may collect information about your browsing behaviour, preferences, and how you interact with our site. Please see Section 9 of this policy for full details of our cookie use.

2.4 Data from business enquiries and contracts

Where you are an existing or prospective client, supplier, or business partner, we may also hold:

• Business contact details
• Contract and service agreement information
• Payment and invoicing information
• Records of service delivery, correspondence, and communications
• Site access and visitor records where applicable

3. How We Collect Your Data

We collect personal data through the following means:

• Contact and enquiry forms on our website
• Callback request forms
• Email correspondence with our team
• Telephone calls to or from our helpdesk
• Our AI chatbot tool, where queries and interactions may be processed to provide a response
• Business meetings, site visits, and networking
• Third parties such as referral partners or publicly available business directories
• Our website analytics tools, including Google Analytics

4. Why We Use Your Personal Data and Our Legal Basis

Under UK GDPR, we must have a lawful basis for processing your personal data. The table below sets out the purposes for which we use your data and the legal basis we rely on for each.

Purpose

Legal Basis

Data Used

Responding to your enquiries and callback requests

Legitimate interests

Name, contact details, enquiry content

Providing and managing FM services and contracts

Contract performance

Business contact details, service records

Sending an automatic acknowledgement to your message (Smart Mailbox)

Legitimate interests

Email address, name

Maintaining records of our client relationships

Legitimate interests / Legal obligation

Business contact details, correspondence

Processing invoices and payments

Contract performance / Legal obligation

Business contact details, payment information

Improving our website and user experience

Legitimate interests

Technical and analytics data

Complying with legal and regulatory obligations

Legal obligation

As required by applicable law

Sending marketing communications (where consented)

Consent

Name, email address

AI chatbot interactions to answer your queries

Legitimate interests

Queries submitted via chatbot

5. Who We Share Your Data With

HDB Services Ltd does not sell your personal data to any third party. We may share your data with the following categories of recipients only where necessary and lawful:

Service providers: Third-party suppliers who support our business operations, including IT and website hosting providers, analytics platforms (such as Google Analytics), email delivery services, and cloud storage providers. These parties process data on our behalf and are bound by data processing agreements.

Professional advisers: Accountants, solicitors, insurers, and other professional advisers where necessary in the course of managing our business.

Regulatory and legal bodies: Where we are required to disclose information by law, court order, or to comply with regulatory obligations.

Business transfers: In the event that HDB Services Ltd is involved in a merger, acquisition, or sale of assets, your personal data may be transferred as part of that transaction. We will notify you of any such change.

All third parties we work with are required to maintain the security of your personal data and to use it only for the purposes we specify.

6. International Data Transfers

Some of the third-party service providers we use may process personal data outside the United Kingdom. Where this occurs, we ensure that appropriate safeguards are in place in accordance with UK GDPR, such as the use of the UK International Data Transfer Agreement (IDTA) or equivalent approved transfer mechanisms.

If you would like more information about the specific safeguards in place for any international transfer, please contact us using the details in Section 11.

7. How Long We Keep Your Data

We retain personal data only for as long as necessary for the purposes set out in this policy, or as required by law. Our general retention periods are as follows:

Website enquiries and contact form submissions: 12 months from the date of your enquiry, unless a business relationship is established.

Client and contract records: 7 years from the end of the contract or business relationship, in line with our legal and accountancy obligations.

Marketing communications: Until you withdraw your consent or unsubscribe, whichever occurs first.

Website analytics data: As configured within our analytics platform, typically 26 months.

AI chatbot interaction logs: 90 days, unless retained as part of an ongoing client enquiry.

When personal data is no longer required, it is securely deleted or anonymised.

8. Your Rights Under UK GDPR

Under UK GDPR, you have the following rights in relation to your personal data. You can exercise any of these rights by contacting us using the details in Section 11.

Right of access: You have the right to request a copy of the personal data we hold about you (known as a Subject Access Request).

Right to rectification: You have the right to ask us to correct any personal data we hold about you that is inaccurate or incomplete.

Right to erasure: You have the right to ask us to delete your personal data in certain circumstances, for example where the data is no longer necessary for the purpose it was collected.

Right to restrict processing: You have the right to ask us to restrict the processing of your personal data in certain circumstances.

Right to data portability: Where processing is based on your consent or a contract, you have the right to receive your personal data in a structured, commonly used, machine-readable format.

Right to object: You have the right to object to the processing of your personal data where we are relying on legitimate interests as our legal basis. You also have an absolute right to object to processing for direct marketing purposes.

Rights related to automated decision-making: You have the right not to be subject to a decision based solely on automated processing where that decision produces a legal or similarly significant effect on you.

We will respond to all valid requests within one calendar month. In some cases, this period may be extended by a further two months where the request is complex or numerous. We will let you know if we need to extend this timeframe.

We will not charge a fee for exercising your rights, unless your request is manifestly unfounded or excessive, in which case we may charge a reasonable fee or decline to act.

9. Cookies

Cookies are small text files placed on your device when you visit a website. We use cookies to make our website function correctly, to understand how visitors use our site, and to improve your experience.

9.1 Types of cookies we use

Strictly necessary cookies: These are essential for the website to function and cannot be disabled. They do not collect personal data.

Analytics cookies: We use Google Analytics to understand how visitors interact with our website. This data is aggregated and anonymised where possible. Analytics cookies are only placed with your consent.

Functional cookies: These remember your preferences and settings to improve your experience. They are placed only with your consent.

9.2 Managing your cookie preferences

When you first visit our website, you will be presented with a cookie consent banner. You can accept all cookies, reject non-essential cookies, or customise your preferences. You can also change or withdraw your consent at any time by adjusting your browser settings or contacting us directly.

Please note that disabling certain cookies may affect the functionality of our website.

10. How We Protect Your Data

HDB Services Ltd takes the security of your personal data seriously. We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, destruction, or disclosure. These measures include:

• Secure, encrypted data storage and transmission (HTTPS)
• Access controls to limit who can view personal data within our organisation
• Regular review of our data security practices and third-party supplier arrangements
• Staff awareness of their data protection responsibilities

In the event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner's Office (ICO) within 72 hours and will inform you directly where required.

11. How to Contact Us

If you have any questions about this Privacy Policy, wish to exercise any of your rights, or have a concern about how we handle your personal data, please contact us:

By email: info@hdbservices.co.uk

By telephone: 0800 056 3030

By post: HDB Services Ltd, The Silver Birches, Barford Road, Wilden, Bedfordshire, MK44 2QG

We will acknowledge your request promptly and aim to resolve all queries within 14 days.

12. Making a Complaint

If you are not satisfied with our response to your query or concern, or if you believe we are processing your personal data in a way that does not comply with UK GDPR, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection.

ICO website: www.ico.org.uk

ICO helpline: 0303 123 1113

ICO address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would appreciate the opportunity to address your concerns before you approach the ICO, so please contact us in the first instance.

13. Third-Party Websites and Links

Our website may contain links to third-party websites, social media platforms, or other online services. This Privacy Policy applies only to the HDB Services Ltd website. We are not responsible for the privacy practices of any third-party websites and encourage you to read their privacy policies before providing any personal data to them.

14. Children's Privacy

Our website and services are directed at business and commercial clients and are not intended for use by individuals under the age of 18. We do not knowingly collect personal data from children. If you believe a child has provided personal data to us, please contact us immediately and we will take steps to remove it.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we offer. We will notify you of any significant changes by posting an updated version on our website and updating the 'Last updated' date at the top of this document.

We encourage you to review this policy periodically to stay informed about how we protect your personal data.

HDB Services Ltd  |  Privacy Policy  |  September 2026  |