Customer information
Privacy Policy
When you send an enquiry or book an appointment, you should know exactly what happens to the details you provide. This policy explains how Carstairs Nexus Ltd. uses personal information for electric vehicle enquiries, test drives, home charging, smart home installations, servicing and customer support.
We update this page when our information handling changes. Please check it again if you contact us about a new service.
What We Collect and Why
We ask for details that help us respond, arrange work or keep a record of service. You can leave optional fields blank. We may be unable to arrange a booking or assess an installation if you leave out information we need for that task.
For an electric car enquiry or test drive, this can include your name, contact details, the vehicle you are interested in and the appointment time you request. For servicing, we may record vehicle details and the work discussed or completed.
Charger and smart home requests may include your address, parking arrangements, property layout or details about existing equipment. We use those details to assess the work, plan a visit and discuss suitable equipment with you.
When you use the website, basic technical information such as browser type, device information and pages visited may be recorded. We use this to keep the site working and, only where you have agreed, understand how visitors use it.
Only what the task needs.
We handle information on the basis that it is needed to respond to your request or provide a service, to meet a legal obligation, to protect our legitimate business interests, or because you have given consent. You can ask which basis applies to a particular record.
| Information | Why we need it |
|---|---|
| Enquiry and booking details | To reply, arrange a test drive, survey, installation or appointment, and keep you informed about that request. |
| Vehicle and service records | To identify the vehicle, understand work requested and keep a useful record of servicing or support. |
| Property and equipment details | To assess access, parking, existing electrical equipment and the requirements for a home installation. |
| Website and device data | To maintain site security and operation. Optional usage measurement is used only after you choose to allow it. |
How We Use and Share Information
Your details are used to handle the request you made. We do not treat a service enquiry as permission to send unrelated marketing.
We use contact details to answer questions, confirm appointments and discuss work connected with your enquiry. We may also use relevant records to manage a service, handle a concern, meet legal requirements or protect our business from misuse.
We may share the information needed for a task with suppliers who help us provide or support that task, such as booking, communications, installation or website services. They must use it only for the work they carry out for us and protect it appropriately.
We do not sell your personal information. If we need to disclose it to meet a legal obligation, we will limit the disclosure to what is required.
Service and installation partners
Where a partner needs relevant details to help deliver requested work, we share only the information needed for that specific task.
Website and communications providers
Providers may process information on our behalf to operate the website, route enquiries or support appointment communications.
Marketing choices
We send marketing only where you have agreed or where the law allows it. You can change your mind at any time using the message's opt-out route or by contacting us.
Cookies and Your Preferences
Essential cookies support core website functions. Optional cookies may help us understand site usage. We do not set optional analytics cookies until you choose to allow them.
How Long We Keep Information and Your Rights
We keep records only for as long as they are needed for the reason they were collected, including service follow-up, legal duties and resolving disputes.
An enquiry that does not lead to work is normally reviewed for removal after 12 months without further contact. Booking and service records may be kept for the duration of the customer relationship and for a further period where needed for legal, accounting or dispute purposes.
There is no single retention period for every record. The time depends on what the record contains and why we need it. We securely delete or anonymise information when it is no longer required.
You can object to direct marketing at any time. We will stop using your details for that purpose and keep only the minimum record needed to respect your choice.
Ask for a copy of your information
You can ask what personal information we hold about you and request a copy. Contact us with enough detail to help us identify the records.
Correct or delete information
Tell us if a record is wrong or out of date. You can also ask us to delete information; we may need to retain some records where the law requires it or a valid exception applies.
Object or restrict how we use it
You can object to certain uses or ask us to pause processing in some circumstances. You can withdraw consent where processing relies on your consent.
Raise a concern
Contact us first so we can look into your concern. If you are not satisfied with our response, you can complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint.
Contact Us About Privacy
For an access, correction or deletion request, tell us how you contacted us and what service or appointment the information relates to. We may ask for details to confirm your identity before acting on a request.
Read our terms and conditions