Privacy policy

Last updated: 28 October 2026

1. Who we are

This website, npscaremore.co.uk, is run by NPS Caremore Limited, a company registered in England and Wales under company number 04470237, with its registered office at 4a Whitehouse Industrial Estate, Whitehouse Road, Newcastle upon Tyne, NE15 6LN.

Our sites: Newcastle, Unit 4a, Whitehouse Industrial Estate, Whitehouse Road, Newcastle upon Tyne, NE15 6LN (0191 238 6008), and Redcar, 1b Arlon Court, Kirkleatham Business Park, Redcar, TS10 5RS (01642 481 138).

We are the data controller for the personal information described in this policy, which means we decide how and why it is used. We are registered with the Information Commissioner’s Office (ICO) under registration number ZA171920.

If you have any questions about this policy or your information, email support@npscaremore.co.uk or call 0191 238 6008.

2. What this policy covers

This policy explains what personal information we collect when you use our website, place an order, send us an enquiry, use an ordering portal we run for your organisation, or otherwise deal with us as a customer or supplier. It also explains your rights and how to use them.

3. The information we collect

Information you give us

  • Account and order details: your name, organisation, job title, email address, phone number, delivery and invoice addresses, and the orders you place.
  • Website enquiries: when you use our quote form we collect your name, company, email address, phone number, what you need (for example print or signage), your sector, when you need it, the number of sites involved, and your message, such as artwork or site photos.
  • Correspondence: emails and phone calls with us, and our replies.

Information collected automatically

  • When you send an enquiry: the web page you sent it from, the campaign details in the link that brought you to our website (for example the email or advert you clicked), and how long you took to fill in the form. These help us understand which pages and campaigns bring enquiries.
  • Your IP address, which our form service uses only to stop repeated or automated submissions. It is not added to your enquiry record.
  • How you use our website, through cookies and similar technology (see section 11).

Information from other people

  • If your organisation uses an ordering portal we run, your employer may give us your name, work email address and site so we can set up your login.
  • If you work for one of our customers or suppliers, a colleague may give us your work contact details so we can deal with you.
  • We may use publicly available business information, such as a company website, to check or complete details of an organisation.

Our website and services are for organisations. We do not knowingly collect information from children under 16.

4. How we use your information and our lawful basis

  • Replying to your enquiry, preparing a quote, booking a site survey. Lawful basis: our legitimate interests in responding to business enquiries; where you are a sole trader, steps you have asked us to take before entering into a contract.
  • Processing and delivering orders, invoicing, running your account and portal login. Lawful basis: performance of our contract with you or your organisation.
  • Keeping one accurate record of each customer, including linking a new enquiry to your existing account. Lawful basis: our legitimate interests in managing customer relationships accurately.
  • Understanding which pages and campaigns bring enquiries and orders. Lawful basis: your consent for analytics cookies and campaign tracking; our legitimate interests for reporting that does not identify you.
  • Protecting our website and form from spam, misuse and fraud. Lawful basis: our legitimate interests in keeping our systems secure.
  • Sending you news and offers about our products and services. Lawful basis: our legitimate interests for business contacts, with an opt-out in every message; your consent where the law requires it.
  • Keeping accounting and tax records and meeting other legal duties. Lawful basis: legal obligation.

Where we rely on legitimate interests, we have weighed them against your rights and expect the use to be one you would reasonably expect. You can object at any time (see section 10).

5. What happens when you send us an enquiry

Our quote form sends your enquiry to a small service we run ourselves, so that it reaches the right person quickly and is never lost. In order:

  • Your enquiry is sent over an encrypted connection to our enquiry service, hosted by Amazon Web Services (AWS) in London. The service keeps a copy of your enquiry for up to 14 days so that it can retry if a system is unavailable, then deletes it automatically.
  • If you have artwork, photos or drawings, we will email you to collect them.
  • The service creates a ticket in our customer service system, Zoho Desk, hosted in Zoho’s EU data centre. Our customer service team works on your enquiry there.
  • The service checks our customer records in Zoho CRM (also in Zoho’s EU data centre). If you are already a customer or have contacted us before, your enquiry is linked to your existing record. If not, we create a new record, or, where your company is already a customer, a member of our team confirms which account to add you to. This check is automatic but is only used to keep our records accurate; it does not make any decision about you.
  • If Zoho is temporarily unavailable, the enquiry is emailed to our customer service mailbox using Amazon Simple Email Service (SES), so that it still reaches us, and is added to Zoho Desk when the service is back.
  • Our service keeps technical logs to show it is working. These contain a reference number and outcome codes only, not your name, contact details or message, and are deleted after 30 days.
  • Submissions our spam checks identify as automated are discarded and not stored.

6. Who we share your information with

We do not sell your information. We share it only with organisations that help us run our business, under contracts that require them to protect it and use it only on our instructions:

  • Amazon Web Services (AWS): hosts our website enquiry service (London); sends backup enquiry emails (Amazon SES)
  • Zoho: customer service (Zoho Desk), customer records (Zoho CRM), website visitor tracking and analytics (Zoho SalesIQ and Zoho PageSense) and email newsletters (Zoho Campaigns), hosted in Zoho’s EU data centre
  • Microsoft: our business email and document storage (Microsoft 365)
  • Google: website analytics and tag management (Google Analytics, Google Tag Manager)
  • PrintIQ: our production and order management system
  • Infigo: our online shop and ordering portals
  • Xero: invoicing and accounts
  • Couriers and delivery partners: delivering orders we do not deliver with our own vans
  • Professional advisers: our accountants, auditors, insurers and lawyers, where needed

We may also share information where the law requires it, for example with HMRC or the police, or to protect our rights.

7. Where your information is stored

Our website enquiry service is hosted in the UK (AWS London) and our Zoho systems are hosted in the EU, which the UK recognises as giving an adequate level of protection. Some of our providers, or their support teams, may access information from other countries. Where that happens, we make sure safeguards approved under UK law are in place, such as the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or, for certified US providers, the UK Extension to the EU-US Data Privacy Framework.

8. How long we keep your information

  • Enquiries that do not lead to an order: 2 years from our last contact with you
  • Customer accounts, orders and invoices: 7 years after the end of the financial year they relate to
  • Copy held by our enquiry service (AWS London): 14 days
  • Enquiry service logs (no personal details): 30 days
  • Spam submissions: not stored
  • Marketing preferences: until you unsubscribe or ask us to delete them, after which we keep a record that you opted out so we do not contact you again
  • Google Analytics data: 14 months

9. How we keep your information safe

We use encrypted connections (HTTPS) across our website and enquiry service, encrypt the data our enquiry service holds, limit access to the staff who need it, and keep system passwords and access keys in secure storage rather than in our code or documents. Our hosting providers operate data centres certified to recognised security standards such as ISO 27001. If a data breach is likely to put your rights at risk, we will report it to the ICO, and tell you where the law requires it.

10. Your rights

Under UK data protection law you have the right to:

  • ask for a copy of the information we hold about you;
  • ask us to correct information that is wrong or incomplete;
  • ask us to delete your information;
  • ask us to limit how we use it;
  • ask us to transfer information you gave us to another organisation;
  • object to us using it on the basis of legitimate interests, and to direct marketing at any time;
  • withdraw consent at any time, where we rely on consent.

Some rights apply only in certain circumstances. To use any of them, email support@npscaremore.co.uk. We will respond within one month, and will tell you if we need longer for a complex request.

11. Cookies and similar technology

We use:

  • Essential cookies that make the website work, such as keeping you signed in and remembering your basket. These cannot be switched off.
  • Analytics cookies from Google Analytics and Zoho PageSense, which show us how visitors use the website.
  • Visitor tracking cookies from Zoho SalesIQ, which show us how visitors move around our website. We do not use SalesIQ for live chat.
  • Session storage used by our quote form to remember the campaign details in the link that brought you to our website until you send an enquiry or close the browser tab. Nothing is kept after you close the tab.

Apart from essential cookies, none of these run until you accept them in the cookie banner shown on your first visit. We remember your choice for 180 days in a cookie called nps_consent. You can change your choice at any time using the Cookie settings link at the bottom of every page, or through your browser settings.

Our marketing emails do not use hidden images to record whether you open them. We may see how many people click each link, so we know what interests our customers.

12. Links to other websites

Our website may link to other websites. We are not responsible for how they handle your information, so please read their privacy policies.

13. Complaints

If you are unhappy with how we have handled your information, please tell us first at support@npscaremore.co.uk. We will acknowledge your complaint within 30 days and let you know the outcome.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator: ico.org.uk/make-a-complaint, helpline 0303 123 1113.

14. Changes to this policy

We review this policy regularly and will update it when the way we use personal information changes. The date at the top shows when it was last updated.