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Privacy policy

Altro Privacy Notice

Last Updated: December 2021


This Privacy Notice provides you with information about how we are handling, or are intending to handle, your personal information. We may process your personal information in connection with:

  • our website (our "Website");
  • phone calls between us and you; and
  • any other interactions including face-to-face meetings and other forms of communication between us and you (for example, when we meet with you at events, exhibitions and meetings or when we contact each other by e-mail or using our online chat facility)

Altro is committed to protecting and respecting your privacy and complying with data protection laws. This Privacy Notice sets out the basis on which any personal data we collect from or about you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. The data controller of your personal data is Altro Limited of Works Road, Letchworth Garden City, Hertfordshire SG6 1NW and with company number 00154159.

We may update this Privacy Notice from time to time in response to changing legal, technical or business developments. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material changes to our Privacy Notice if and where this is required by data protection laws. You can see when this Privacy Notice was last updated at the top of the page.

1. Information we collect automatically

When you visit our Website, we may automatically collect and use personal information about you from your device using cookies and similar tracking technologies, such as web-beacons. For more information about the cookies and tracking technologies which we use on our Website, why and how you can manage cookies, please see our Cookies Statement.

2. Information you provide voluntarily

You may voluntarily provide us with personal information in the following ways:

  • Registering on our Website: In order to receive a quicker and more tailored experience on the Website we will ask if you want to register.  When you enter your personal information we will also use this information to send you relevant newsletters, product and event updates by email, phone, video call, text message and post. You can unsubscribe at any time within your registration marketing preferences or by using the contact details at section 10.

  • Signing-up to our newsletter: We ask you on our Website whether you want to "Sign up" to receive information from us. Where you enter your personal information into this box we will use that personal information to send you the latest case studies, events updates and product news by e-mail, phone, video call, text message and post. You can unsubscribe at any time by contacting us using the contact details at section 10.
  • Ordering samples and products. We will ask you for your personal information when you order samples and products so that we can process your request and deliver samples and products to you. If permitted by law, we may use your contact information to enquire about your requirements and to send you information about products that you may be interested in – for more information about this, please see section 4.
  • Buying products. In order to process any orders which you place through our Website or by telephone we will need to collect delivery information (such as delivery address, contact person, contact telephone number etc.), as well as payment information which will be processed by Barclays.
  • Obtaining quotes. We collect your contact details for the purpose of enabling contractors to contact you with any quotes that you have requested. Please see section 6 for more information.
  • Surveys and contests. From time to time our Website may request information from users via surveys, contests or for a particular service (e.g. newsletter). Participation in these surveys or contests is completely voluntary and you have the choice whether or not to participate and provide us with any information. Information requested will include contact information and supplementary information on your professional interests, opinions and preferences (e.g. choice of publications, working practices, opinions on industry issues, feedback on the Altro website). We will only use the contact information to administer responses and to notify winners of competitions – we will not use your contact information received from surveys and competitions for marketing purposes.
  • Product, blog and site comments and feedback. In order to leave a comment on our Website you have to give us at least your name and email address, which we require for quality control purposes.
  • Contact us. From time to time, you may wish to contact us with queries or complaints regarding our products and services. You may contact us by e-mail, phone; video call our in-Website contact form or using our in-Website chat tool called 'Talkative' which is provided by Talkative Ltd. We will use any details which you provide to us (including your name, e-mail address, telephone number) to investigate and resolve your query or complaint and to improve our service in the future.
  • Events, exhibitions and meetings. When you visit us at events and exhibitions or when we meet with you, you may provide us with your contact details and information about you, your business and your requirements. We will use this information as part of our business records, to contact you following our meetings and to send you marketing about our products and services if you ask us to or if the law permits us to do so.

3. Our use of your information

Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.

We will normally collect personal information from you only where we need the personal information to perform a contract with you, or where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms or where we have your consent. In some cases, we may also have a legal obligation to collect personal information from you or may otherwise need the personal information to protect your vital interests or those of another person.

Where we collect and process your information for our legitimate interests, this will normally be to operate our Website and for communicating with you as necessary to provide our services to you and for our legitimate commercial interest, for instance, when responding to your queries, improving our Website, undertaking marketing, or for the purposes of detecting or preventing illegal activities. We may have other legitimate interests and we will make clear to you at the relevant time what those legitimate interests are.

Where you have provided us with your contact details through any of the ways explained in Section 2 above, we will use these to send you marketing communications by phone, video call, text message and post and also by e-mail where you have provided your consent or where the law allows us to do so. You can opt-out of receiving marketing communications from us at any time by using the opt-out link at the bottom of every email or using the contact details at section 10.

If we ask you to provide personal information to comply with a legal requirement or to perform a contact with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time what those legitimate interests are.

4. Email communications and webinars

As noted above, we may send you marketing communications or newsletters by email, either where you have actively consented to these or where we are entitled to do so by law.

If at any stage you no longer wish to receive these types of email, please use the opt-out link at the bottom of every email or contact us using the contact details at section 10.

Please note that even where you have opted-out of marketing communications, we may still need to send you service messages, for example, a confirmation email about a product you have ordered.

If you have previously signed up to attend one of our webinars we may also send you details of upcoming webinars relevant to you.

5. Telephone communications

When you telephone Altro your call may be recorded for training and quality purposes. We will only do this in order to make sure that our Care Centre staff are operating as well as they can, allowing us to provide you with our greatest level of customer service. We do not use call recordings for any other purposes.

6. Our disclosure of your information

We do not sell or rent any of your personal data to any third party.

We may disclose your personal information to the following categories of recipients:

  • to contractors (including our Premier Installers) where you have asked us to obtain quotes for you so that those contractors can contact you with their quotes.
  • to end users and specifiers - we pass on contractor contact details to relevant end users or specifiers when contractors ask us to; or when end users or specifiers need quotes and it's in the contractor's commercial interests for us to do so.
  • to our third party service providers who provide data processing services to us (for example, to support the performance of our Website, and enhance the security of our Website as well as those involved in the delivery of goods and samples. Our service providers include our group companies and companies outside our group;
  • to any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights, or (iii) to protect your vital interests or those of any other person;
  • to a potential buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Notice;
  • to our legal and other professional advisers in order for them to advise us and to our insurers and insurance brokers in the event of a claim or to manage or administer our insurance policies;
  • to any other person with your consent to the disclosure.

Our servers are based in the UK and we generally store and process your personal information within the UK and EEA. If at any time we need to make an ad-hoc or ongoing transfer of your personal information outside of UK and/or EEA, we will only do so if the necessary safeguards have been put in place. Our Website servers are located in the UK, but we use services from the following company located in North America:

  • Adobe – We use Adobe’s Marketo Engage marketing automation software to track customer behaviour to send you more tailored email communications. Please see our cookie policy for more information about how Marketo uses cookies to improve customer experience.

If you would like more details of the mechanism under which your data is transferred outside of the UK/EEA, please contact us using the contact details in section 10.

When you allow cookies to be used when visiting our Website, your information may be used by other companies such as Facebook and Google. You can find out more information about the other organisations which may have access to your personal information from your use of our Website and in our Cookies Policy which also provides information on how you can disable cookies.

7. Security of your information

We employ appropriate technical and organisational security measures in an effort to protect your personal information from unauthorised access, improper use or disclosure, unauthorised modification or unlawful destruction or accidental loss. However, it is important to remember that no web based platform can be 100% secure and we cannot be held responsible for unauthorised or unintended access that is outside of our control.

If we become aware of any breach of your personal information, we will take steps to promptly assess and remediate the breach. Where appropriate, and in accordance with our legal obligations, we may also take steps to notify you about the breach, in particular where we believe that the breach has resulted in a high risk to your rights and freedoms.

8. Retention of your information

We apply a general rule of keeping personal information only for as long as required to fulfil the purposes for which it was collected. However, in some circumstances we may retain personal information for longer periods of time, for instance where we are required to do so in accordance with legal, tax and accounting requirements.

In specific circumstances we may also retain your personal information for longer periods of time so that we have an accurate record of your dealings with us in the event of any complaints or challenges.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

9. Your rights

You have the following rights in respect of your personal information:

  • If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us using the contact details in section 10.
  • In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us using the contact details in section 10.
  • You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the “unsubscribe” or “opt-out” link in the marketing e-mails we send you. To opt-out of other forms of marketing (such as postal marketing or telemarketing), then please contact us using the contact details in section 10.
  • Similarly, if we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

We will respond to and manage any requests which you make in relation to the rights set out above in accordance with data protection laws. In addition to the above, you have the right to lodge a complaint with the Information Commissioner's Office. However, we are keen to address any issues with our use of your personal information or the exercising of your rights, and in the first instance we would ask that you attempt to resolve the problem with us directly.

In relation to all of these rights, please contact us using the details given below. Please note that we may request proof of identity, and we reserve the right to charge a fee where permitted by law, for instance if your request is manifestly unfounded or excessive.

10. Contact us

If you have any questions about this Notice, or any queries or complaints about how your personal information is used, or if you wish to exercise any of your information rights, please contact us by email at or via the Customer Care Centre on 01462 489516.