Privacy Policy

Last updated: 17 August 2026

1. Who we are

CRM PROPERTY INVESTMENTS LTD, company number 15822262, trading as The Resin & Renovation Company, is the controller of the personal information described in this policy.

Our operating and correspondence address is:

Acres Road
Brierley Hill
West Midlands
DY5 2XY

Privacy email: info@theresinandrenovationcompany.com
Telephone: 07405 181163

In this policy, “we”, “us” and “our” mean CRM PROPERTY INVESTMENTS LTD trading as The Resin & Renovation Company.

2. What this policy covers

This policy explains how we use personal information when you visit our website, contact us, ask for a survey or quotation, book an appointment, become a customer, communicate with us or choose to receive marketing.

Other websites and services have their own privacy policies. This includes WhatsApp and the independent Phoenix finance service described below.

3. Personal information we collect

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

• identity and contact details, including your name, email address, telephone number, correspondence address and project postcode;
• enquiry, booking and project details, including the service requested, approximate size or dimensions, existing surface or condition, access, drainage, borders, steps or ramps, budget, preferred timescale, preferred contact method and messages;
• customer and project records, including surveys, quotations, contracts, invoices, payment status, guarantees, correspondence, complaints and aftercare records;
• communications you send through a website form, email, telephone, WhatsApp or social media;
• marketing choices, including the channel chosen, the wording shown, when and where the choice was recorded, and any withdrawal or objection;
• technical and website-use information, such as IP address, browser and device information, timestamps, pages viewed, consent status, server/security logs, cookie identifiers and advertising or analytics events where the relevant technology is permitted.

Please do not put bank or card details, medical information or other unnecessary sensitive information into a general enquiry or quotation form.

4. How we obtain information

We obtain information:

• directly from you when you contact us, submit a form, request a survey or quotation, book an appointment, agree work or communicate about a project;
• from a person authorised to act for you;
• automatically from your browser or device through necessary website technology and, where required, after your cookie choice;
• through a third-party communication service you choose to use, such as WhatsApp;
• from service providers used to deliver a communication, appointment, payment or project service;
• and from analytics, advertising or embedded-content providers where the relevant technology is permitted.

5. Why we use information and our lawful bases

Enquiries, surveys, bookings and quotations

We use contact and project details to respond, assess the proposed work, arrange an appointment or survey and prepare a quotation. Our lawful basis is contract because this is necessary to take steps at your request before entering a contract.

Delivering and managing agreed work

We use customer, project, transaction and communication records to plan and carry out work, manage changes, take payment and provide guarantees or aftercare. Our lawful bases are contract and, where applicable, legal obligation.

Accounts, tax and company records

We keep the records required for accounting, tax, company and other legal duties. Our lawful basis is legal obligation.

Complaints, disputes and legal rights

We use relevant contact, project, transaction and correspondence records to investigate complaints, resolve disputes and establish, exercise or defend legal rights. Our lawful bases are contract, legal obligation and our legitimate interests in resolving concerns and protecting legal rights, depending on the circumstances.

Website operation and information security

We use limited technical and security information to operate the website, prevent spam and abuse, diagnose faults and protect our systems. Our lawful basis is our legitimate interests in providing a secure and reliable service. Storage or access that is strictly necessary to provide a requested service may operate without consent under applicable electronic-communications rules.

Analytics, advertising measurement and embedded content

Where the required choice has been made, we use analytics and advertising technologies to understand website use and measure advertising performance, and we allow third-party content such as the embedded Google Map to load. Our lawful basis for the related personal information is consent where consent is required.

Under our Advanced Consent Mode setup, Google tags load when a page opens. When Analytics or Ads consent is denied, they do not read or write Analytics or Ads cookies, but they send cookieless pings to Google from pages and when events are logged. For any personal information in those pings, we currently rely on our legitimate interests in privacy-protective aggregate measurement and demonstrating that the choice was respected. We are reviewing the necessity and safeguards for these denied-state requests and will change the configuration if that review does not support their continued use. Our Cookie Policy explains the signals and how to change your choice.

Some pages request font stylesheets and font files from Google Fonts at fonts.googleapis.com and fonts.gstatic.com. Google receives technical request information such as your IP address, browser information, our site origin and the time of the request. We currently rely on our legitimate interests in presenting a consistent, legible website. We are reviewing whether remote delivery remains necessary and whether these files should instead be hosted locally.

Optional direct marketing

If you make a separate optional choice, we may send occasional offers, project inspiration and service updates by the channel you select. Our lawful basis is consent. A quotation or service is not conditional on marketing consent.

Respecting marketing objections

If you withdraw or object to marketing, we may keep a minimal suppression record so that your preference is not accidentally reversed. Our lawful basis is our legitimate interests in respecting your choice and demonstrating compliance.

6. Required and optional information

Fields marked as required are needed so that we can assess and respond to your request. If you do not provide them, we may not be able to process the enquiry, arrange a survey or prepare a quotation.

Marketing choices are always optional.

7. Marketing and service communications

A reply to an enquiry, appointment message, quotation, project update, payment message, guarantee or aftercare communication is a service communication. We do not treat a service request as permission for unrelated marketing.

Where we ask for marketing consent, email and WhatsApp are separate, unticked choices. You may withdraw either choice at any time by using the opt-out offered in a message, replying STOP, emailing info@theresinandrenovationcompany.com or calling 07405 181163.

You have an absolute right to object at any time to the use of your personal information for direct marketing. If you object, we will stop.

8. Cookies, Google Analytics and Google Ads

We use necessary technologies to operate and secure the website. Subject to the required choice, we also use Google Analytics 4 to understand website use and Google Ads to measure advertising performance. The Contact page contains an embedded Google Map; we keep the map blocked until the relevant website choice permits it.

Our Google implementation uses Google tag GT-MQDWJ832, Google Analytics measurement ID G-13K18MTZ67 and Google Ads identifier AW-18390081494 through Site Kit by Google. Consent Mode adjusts the Google tags according to the choice communicated by our consent controls.

When consent is denied, Google receives consent-state, Analytics and, where relevant, key-event pings without Analytics or Ads cookies. These pings may include a timestamp, user agent, referrer, whether the current or a previous page URL contained ad-click information, the consent state, a random number generated for the page load and information about the consent platform. Google uses these signals for aggregate measurement and modelling.

Read our Cookie Policy for the current technology list and to manage your choice.

9. WhatsApp and other third-party channels

If you choose to contact us through WhatsApp, Meta/WhatsApp processes information about your use of its service under its own privacy terms. We use the content you send to respond to and manage your request. You may use our website form, email or telephone instead.

A reply to a WhatsApp enquiry you initiated is a service communication. We will not use that interaction for unrelated WhatsApp marketing unless you have made a separate valid marketing choice.

10. Finance links

If you choose the finance option, you leave our website and go to a service operated by Phoenix Financial Consultants Limited. The link may identify The Resin & Renovation Company as the referring trader. Information you enter on the Phoenix service is collected and used by Phoenix as an independent controller under its Privacy Policy.

Information submitted through our general quotation form is not automatically sent to Phoenix.

Pages displaying our finance banner currently request the banner image directly from Phoenix. When that image loads, Phoenix may receive technical request information such as your IP address, browser information, our site origin and the time of the request. This automatic image request does not send information entered into our quotation form. We currently rely on our legitimate interests in presenting the available finance route. We are reviewing whether this remote image request remains necessary and whether the image should instead be hosted locally.

11. Who receives personal information

We disclose only the information reasonably needed for the relevant purpose. Recipients may include:

• IONOS and the providers configured for website hosting, form delivery, email, backups, security and technical support;
• Google, for consent-denied cookieless measurement, remote font delivery and, where you consent, Analytics, advertising measurement and Google Maps;
• employees and authorised administrators who need access to handle an enquiry or project;
• surveyors, tradespeople, subcontractors and suppliers assigned to assess, price or deliver your project, who receive only the relevant contact, site/location and project details;
• Phoenix Financial Consultants Limited, which receives the technical request information described above when a page retrieves a Phoenix-hosted finance image; information you enter directly into Phoenix’s finance service is governed by Phoenix as an independent controller;
• accounting, invoicing, banking and payment-service providers;
• insurers, accountants, solicitors and other professional advisers;
• public authorities, regulators, courts or law-enforcement bodies where disclosure is required by law or necessary to protect legal rights.

Where a provider processes personal information only for us, we require it to protect the information and use it only for the agreed service.

12. International transfers

Some technology and communication providers, including Google and Meta/WhatsApp, may process personal information outside the UK.

Depending on the provider and destination, a restricted transfer may be covered by UK adequacy regulations or contractual safeguards such as the UK International Data Transfer Agreement or UK Addendum. We are verifying which arrangement applies to each current provider. You may contact us for the latest information about the arrangement relevant to your information.

13. How long we keep information

We keep identifiable information only while it is needed for the purpose collected and any applicable accounting, guarantee, complaint or legal-claim requirement. We then delete or anonymise it securely.

Our standard periods are:

• enquiries, bookings and quotations that do not proceed: up to 24 months after the last meaningful contact;
• customer project contracts and ordinary project correspondence: normally six years after project completion, unless a written guarantee, live dispute or legal requirement justifies longer;
• accounting and tax records: six years from the end of the company financial year to which they relate, or longer where the law requires;
• guarantee and workmanship records: for the duration of the written guarantee and as long as reasonably needed to handle an open guarantee claim;
• marketing consent evidence: while the choice is active and for up to three years after the last marketing use or withdrawal, where needed to demonstrate the choice;
• marketing suppression records: a minimal contact identifier while we continue to send direct marketing, so that we can honour your objection;
• data-protection rights requests and complaints: normally three years after closure, unless a live regulatory or legal matter requires longer;
• website and security logs: for the shortest period reasonably needed to operate and protect the service, with relevant entries retained longer only while an incident or legal matter is investigated;
• Google Analytics user- and event-level data accessible to us: no longer than 14 months;
• Google Ads conversion and measurement records accessible to us: only while needed to evaluate campaigns and subject to Google’s applicable product-retention rules, with access and settings reviewed at least annually; and
• backups: until they are overwritten or deleted through the documented backup rotation.

Deleted information may remain in access-restricted backups until the normal rotation completes. It is not used for ordinary purposes and, where appropriate, will be removed again if a backup is restored.

14. Your data-protection rights

Depending on the circumstances and lawful basis, you may have the right to:

• be informed about how your information is used;
• ask for a copy of your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information;
• ask us to restrict how information is used;
• object to processing based on legitimate interests;
• object at any time to direct marketing;
• receive certain information in a portable format; and
• withdraw consent at any time where consent is the lawful basis.

These rights are not all absolute. We may need to verify your identity and may retain information where the law permits or requires it.

Where we rely on legitimate interests, you have the right to object. We will stop the relevant processing unless we can show compelling legitimate grounds that override your interests, rights and freedoms, or the processing is needed for legal claims. The separate right to object to direct marketing is absolute.

To exercise a right, email info@theresinandrenovationcompany.com, call 07405 181163 or write to our Acres Road correspondence address shown above.

We normally respond without undue delay and within one month. The law allows extra time in some complex cases; if that applies, we will tell you.

We do not use the information covered by this policy to make decisions based solely on automated processing that produce legal or similarly significant effects for you.

15. Data-protection complaints

You can make a data-protection complaint to us by emailing info@theresinandrenovationcompany.com, calling 07405 181163 or writing to our Acres Road correspondence address.

We will acknowledge your complaint within 30 days. Without undue delay, we will make appropriate enquiries, keep you informed about the progress of our investigation and tell you the outcome.

If you remain unhappy, you may complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: ico.org.uk/make-a-complaint

16. Security

We use proportionate technical and organisational measures intended to protect personal information, including access controls, software maintenance, secure communications and backups. No internet service is completely risk-free, so please avoid submitting unnecessary or sensitive information through general web forms.

17. Children

Our building and renovation services are not directed at children. We do not knowingly seek enquiry or marketing information from anyone under 18.

18. Changes to this policy

We review this policy when our website, providers or uses of information change. We will publish the current version on this page and identify its last-updated date. If a change materially affects how we use information already collected, we will bring it to the attention of affected people where required.