Name: Lock Excellence
Telephone: 07717 206894

Last updated: 9 October 2026

1. Introduction

Lock Excellence is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains what personal information we collect, why we collect it, how we use and store it, and your rights under UK data protection legislation.

2. Who We Are

Lock Excellence is a sole-trader locksmith business based in Sudbury, Suffolk.

Business name: Lock Excellence
Proprietor: Adam Rhodes
Email: adam@lockexcellence.co.uk
Telephone: 07717 206894
Website: www.lockexcellence.co.uk
Business address: 8 Layzell Croft, Great Cornard, Sudbury, Suffolk CO10 0JY

The proprietor of Lock Excellence is the data controller responsible for the personal information described in this policy.

3. Information We Collect

Depending on how you contact us or use our services, we may collect:

Your name, address, telephone number and email address.
Details of your enquiry, property or requested work.
Photographs you provide to help us assess a lock, door or window issue.
Quotations, appointment details, job histories and invoices.
Records of communications relating to our services.
Limited technical information about visits to our website.

We aim to collect only the information reasonably necessary to respond to enquiries and provide our services.

4. How We Use Your Information

We use personal information to:

Respond to enquiries and requests for quotations.
Arrange appointments and carry out locksmith and property-security services.
Manage customer relationships and previous job records.
Prepare quotations, invoices and payment records.
Respond to questions, complaints and warranty enquiries.
Meet accounting, tax and other legal obligations.
Maintain, secure and improve our website.

We do not currently operate a promotional email mailing list or use website enquiries to send unsolicited marketing campaigns.

5. Our Legal Basis for Processing Information

Under UK GDPR, we rely on the following lawful bases where appropriate:

Contract or steps before entering into a contract: To provide quotations, arrange appointments and deliver services requested by customers.

Legal obligation: To maintain records required for tax, accounting and other legal purposes.

Legitimate interests: To maintain appropriate customer and job histories, respond to service-related enquiries, manage our business and protect our legal interests. We consider these interests alongside customers' privacy rights.

Consent: Where required for optional website technologies or other activities that depend on your permission.

6. Website Contact Forms and Emails

When you submit an enquiry through our website, the information you provide is delivered to our business email inbox.

We use this information to respond to your enquiry and, where appropriate, provide a quotation or arrange work.

If your enquiry progresses to a job, relevant customer details may also be entered into our job-management system, ServiceM8.

You are not generally required by law to provide information through our contact form. However, without suitable contact and job details, we may be unable to respond or provide the requested service.

7. ServiceM8 and Other Service Providers

We use ServiceM8 to manage customer details, quotations, appointments, job records and invoices.

We also use IONOS to provide and host our website, including its contact-form functionality and website analytics.

These providers may process personal information as part of delivering their services to us.

We may also share relevant information with professional advisers, payment providers or authorities where reasonably necessary or legally required.

We do not sell customer personal information.

8. Website Analytics and Cookies

Our website uses IONOS SiteAnalytics to help us understand website usage and improve its performance.

According to IONOS, SiteAnalytics uses tracking pixels or server-side log files rather than cookies stored on visitors' devices.

Information processed may include:

Pages or files requested.
Referring websites.
Browser, operating system and device type.
Date and time of access.
Anonymised IP information used for approximate location statistics.

IONOS states that SiteAnalytics information is processed in Germany/the EU and retained for eight weeks.

Where consent is required for website analytics or optional third-party services, we use the website's privacy and consent settings to manage visitors' choices.

You can review or change available consent preferences through the website's privacy controls.

9. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

Our normal retention approach is:

Enquiries that do not result in work: Up to 12 months after the last relevant communication, unless longer retention is justified.
Completed customer and job records: Normally six years, with periodic review and longer retention where necessary for warranties, disputes or other legitimate reasons.
Accounting and tax records: For the applicable statutory retention period, including HMRC requirements.
Website analytics: In accordance with the relevant provider's retention arrangements.

Where information is no longer required, we aim to delete or securely dispose of it.

10. How We Protect Your Information

We take reasonable steps to protect personal information against unauthorised access, loss, misuse or disclosure.

Customer information is handled through our business email and relevant service-management systems, with access limited to those who reasonably require it.

No electronic system can be guaranteed completely secure.

11. International Data Transfers

Some technology providers may process or access information outside the United Kingdom.

Where personal information is transferred internationally, we aim to ensure that appropriate protections are in place in accordance with applicable UK data protection requirements.

Details of relevant safeguards can be requested using the contact information above.

12. Your Data Protection Rights

Depending on the circumstances, you may have the right to:

Request access to personal information we hold about you.
Ask us to correct inaccurate information.
Request deletion of information where applicable.
Ask us to restrict certain processing.
Request transfer of certain information.
Withdraw consent where consent is the lawful basis.

You also have the right to object to processing based on legitimate interests. You may object to direct marketing at any time.

These rights are subject to applicable legal conditions and exceptions.

To exercise your rights, please contact adam@lockexcellence.co.uk.

13. Complaints

If you have concerns about how Lock Excellence handles your personal information, please contact us first so we can investigate.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.

Website: https://ico.org.uk

14. Changes to This Privacy Policy

We may update this Privacy Policy when our services, website functionality, business systems or legal obligations change.

Any updates will be published on this page with a revised date.