The Fireplace Company
Last updated: 24 September 2026

The Fireplace Company respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website or showroom, contact us, request advice or a quotation, arrange a survey, purchase products or use our installation and after-sales services.

Our website is primarily used to provide information about our products and services and to allow customers to make enquiries. We do not currently sell products or take payments through our website.

The ICO requires businesses processing customers’ personal information to provide clear privacy information explaining why data is collected, how long it is retained and who it may be shared with. 

1. Who We Are

The Fireplace Company
Company Number: 11473100

Registered/Business Address:
Craven House
Croft Road
Crowborough
TN6 1HA

Telephone: 01892 664813
Email: sales@the-fireplace.co.uk
Website: www.the-fireplace.co.uk

For the purposes of applicable UK data protection legislation, The Fireplace Company is the data controller responsible for the personal information described in this policy.

2. Information We Collect

Depending on how you interact with us, we may collect:

• Your name
• Home, delivery and/or installation address
• Email address
• Telephone and mobile numbers
• Information submitted through our website enquiry forms
• WhatsApp messages and information you provide through WhatsApp
• Details of products and services you are interested in
• Information about your property and proposed fireplace or stove installation
• Photographs of your fireplace, chimney, room or property
• Measurements and information obtained during surveys
• Quotations, orders, invoices and payment information
• Records of correspondence with you
• Warranty and after-sales information
• Marketing preferences
• Website information such as IP address, browser/device information and interactions with our website
• CCTV images when you visit our showroom or premises

We only aim to collect personal information that is reasonably necessary for operating our business and providing our products and services.

3. How We Collect Your Information

We may collect personal information when you:

• Visit our showroom
• Complete an enquiry form on our website
• Telephone or email us
• Contact us via WhatsApp
• Contact us through social media
• Request a quotation
• Arrange a survey
• Place an order
• Purchase a fireplace, stove or related product
• Arrange delivery or installation
• Contact us regarding an installation, warranty or after-sales service
• Interact with our website
• Visit an area of our premises covered by CCTV

We may also receive relevant information from manufacturers, suppliers, installers or other third parties when necessary to manage an order, installation or warranty matter.

4. How We Use Your Information

We may use your information to:

• Respond to enquiries
• Provide fireplace and stove advice
• Discuss products available in our showroom
• Prepare quotations
• Arrange surveys
• Process and manage orders
• Arrange deliveries
• Plan and carry out fireplace, stove, chimney and flue installations
• Process payments made through the payment methods we offer
• Issue invoices and receipts
• Register products and warranties where appropriate
• Provide after-sales and warranty support
• Maintain customer and installation records
• Meet accounting, taxation and regulatory requirements
• Deal with complaints or disputes
• Improve our products and services
• Maintain the security of our showroom and premises
• Understand how customers use our website
• Measure the effectiveness of our advertising
• Send marketing communications where legally permitted

5. Our Lawful Bases for Processing

Depending upon the circumstances, we may rely upon the following lawful bases:

Contract – where processing your information is necessary to provide a quotation at your request, process your order, arrange a survey or installation or otherwise perform our agreement with you.

Legal obligation – where we need to retain or process information to comply with accounting, taxation, regulatory or other legal requirements.

Legitimate interests – where reasonably necessary to operate and protect our business, provide customer service, maintain appropriate records, administer warranties and improve our products and services, provided your rights and interests do not override those interests.

Consent – where you have specifically consented to particular processing, such as certain marketing communications or non-essential website cookies.

Where processing is based upon your consent, you may withdraw that consent at any time.

6. Website Enquiries

Our website allows customers to find out more about our products and services and contact us.

We do not currently sell products or take payments through our website.

If you submit an enquiry through our website, we may use the information you provide to contact you, understand your requirements, recommend appropriate products or services and prepare a quotation.

Submitting an enquiry does not create an obligation to purchase from us.

7. WhatsApp

Customers may contact The Fireplace Company through WhatsApp.

When you contact us through WhatsApp, we may receive your telephone number, profile information made available through the service, and the contents of your messages, photographs or other information you choose to send us.

We may retain relevant communications where necessary to deal with your enquiry, quotation, order, installation or after-sales requirements.

WhatsApp is operated by Meta and information may also be processed by WhatsApp/Meta in accordance with its own privacy terms.

8. Showroom Customers

When you visit our showroom, our team may collect information required to provide advice, prepare a quotation or process an order.

If you purchase products or services from us, we may retain your information as part of our customer, accounting, warranty and installation records.

9. Surveys, Deliveries & Installations

Where appropriate, we may collect information about your property to assess and complete the work you require.

This may include:

• Property address
• Fireplace and chimney details
• Measurements
• Photographs
• Access information
• Details of existing appliances
• Proposed appliance location
• Information concerning ventilation, hearths, flues and chimneys
• Other information reasonably required to assess or carry out the work

This information may be used to prepare your quotation, specify suitable products, plan the installation, maintain installation records and provide subsequent warranty or after-sales support.

We will not ordinarily use identifiable photographs of your home for advertising, website content or social media without an appropriate basis for doing so.

10. Sharing Your Information

We do not sell your personal information.

Where necessary, we may share relevant information with trusted third parties, including:

• Fireplace and stove manufacturers
• Suppliers and distributors
• Delivery companies
• Installers and subcontractors
• HETAS or other applicable certification bodies
• Warranty providers
• Accountants and bookkeepers
• Payment processors
• Website hosting and IT providers
• Email and marketing service providers
• Insurers and professional advisers
• Government bodies, regulators or law-enforcement agencies where legally required

We only share information that is reasonably necessary for the relevant purpose.

11. Payments

We do not take payments through our website.

Where customers make payments through another method offered by us, payment information may be processed by our bank or third-party payment provider.

We do not unnecessarily retain complete debit or credit card details.

12. CCTV in Our Showroom

CCTV operates within and/or around our showroom and business premises.

We use CCTV for legitimate security purposes, including:

• Protecting customers and staff
• Protecting our showroom, stock and property
• Preventing and detecting crime
• Investigating security incidents

CCTV recordings are only accessed where reasonably necessary and may be provided to the police, insurers, legal advisers or other appropriate parties where there is a legitimate or legal reason to do so.

Recordings will only be retained for as long as reasonably necessary for their intended purpose, unless footage needs to be retained for longer because of a specific incident, investigation, insurance claim or legal matter.

Appropriate signage should be displayed at the premises informing customers and visitors that CCTV is in operation. The ICO recommends that CCTV signage identifies the purpose of the system and provides appropriate contact information. 

Access to recordings should be restricted to authorised people, and CCTV information should be stored securely. 

13. Website Cookies & Analytics

Our website may use cookies and similar technologies for essential website functionality, understanding how visitors use our website and measuring the effectiveness of our advertising.

Where non-essential cookies or tracking technologies are used, visitors will be given appropriate information and, where required, asked for consent before those technologies are activated. The ICO confirms that non-essential cookies generally require the user’s agreement. 

More detailed information should be provided in our separate Cookie Policy.

14. Marketing

Where legally permitted, we may contact existing and prospective customers with information about our products, services, promotions and news.

You can ask us to stop sending marketing communications at any time by contacting:

sales@the-fireplace.co.uk

Where an unsubscribe facility is included in an email or message, you can also use that facility.

Opting out of marketing will not prevent us from contacting you about an existing enquiry, quotation, order, installation, warranty or after-sales matter.

15. How Long We Keep Your Information

We only retain personal information for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting, taxation, warranty, contractual and regulatory requirements.

Retention periods therefore vary depending upon the type of information.

For example, customer records associated with completed sales and installations may need to be retained for longer periods for accounting, warranty, certification or potential legal claims.

Enquiries that don’t result in an order will generally be retained for a shorter period.

CCTV footage will only be retained for as long as reasonably necessary for its security purpose unless it is required in connection with an incident, investigation, insurance claim or legal matter.

We periodically review the information we hold and securely delete or anonymise information we no longer reasonably require.

16. Keeping Your Information Secure

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

Access to personal information is limited to employees, contractors and service providers who reasonably require it to carry out their duties.

17. International Transfers

Some technology providers we use, including communications, website, analytics or marketing providers, may process information outside the UK.

Where personal information is transferred internationally, we will take reasonable steps to ensure an appropriate lawful transfer mechanism or safeguard is in place where required by UK data protection legislation.

18. Your Data Protection Rights

Depending upon the circumstances, you may have rights including:

• The right to access personal information we hold about you
• The right to have inaccurate information corrected
• The right to request deletion in certain circumstances
• The right to restrict processing in certain circumstances
• The right to object to certain processing
• The right to data portability in certain circumstances
• The right to withdraw consent where we rely upon consent

These rights are not absolute and their application will depend upon the circumstances and our lawful basis for processing.

The ICO also expects a privacy notice to explain how customers can request access, correction or deletion of their information and how they can complain to the ICO. 

To exercise your rights, contact:

sales@the-fireplace.co.uk

19. Complaints

If you have concerns about how we use your personal information, please contact us first so that we can investigate your concerns.

You also have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

Information Commissioner’s Office

20. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes to our business, website, services, technology or legal obligations.

The latest version will be published on our website and the date at the top of this policy will be updated accordingly.