1. Background
R & L Bailey Limited takes the privacy of personal data seriously and the legal and compliant treatment of this data is at the core of our operations.
We are committed to respecting, securing, and protecting your privacy and private data. We are also committed to being transparent about what we collect from you and how we use it.
This policy covers your use of our website and online and offline services and provides information about what personal data we collect, how we use your data, how we ensure your privacy is maintained, and your legal rights relating to your personal data.
For the purposes of the Data Protection Act 2018, the data controller is R & L Bailey Limited.
We are registered with the Information Commissioner as a Data Controller under registration number ZB858059.
2. Who We Are
We are R & L Bailey Limited, trading as Baileys Domestic Appliances. Our registered office is 35 Chequers Court, Brown Street, Salisbury, England, SP1 2AS.
You can contact us by:
Email – robyn@callbaileys.com
Telephone – 01722 323457
Post – Data Protection Officer, R & L Bailey Limited, 48 Fisherton Street, Salisbury, England, SP2 7RB
3. Your Rights
Under the General Data Protection Regulation (GDPR) you have several rights about your personal data, which this policy and our use of your data has been designed to uphold:
- to access your information and to get information about its use.
- to have your information corrected
- to have your information deleted
- to restrict the use of your information
- to receive your information in a portable format
- to object to the use of your information
- to withdraw your consent to the use of your information
- to object to automated decision-making and profiling
If there are any changes in your details that we need to reflect, you need to check the accuracy of the details that we hold about you, or if you have any other questions about this Privacy Notice, please contact us using the details provided above.
Should you feel you need to complain about our use of your data or you would like to exercise any of your rights, please contact us using the details provided above, and we will do our best to solve the problem for you.
If we are unable to help, or you aren’t satisfied with our response, you also have the right to lodge a complaint with the UK’s supervisory authority – The Information Commissioner’s Office (ICO). The ICO can be contacted:
By post – The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
By telephone – 0303 123 1113
Via its website – www.ico.org.uk
4. What Data Do We Collect From You?
Depending on how you use our site or interact with us, we may collect some or all of the following personal data from you. (Please also see section 9 on our use of cookies and similar technologies.)
Personal identifiers and contact information, such as your name, home address, telephone number and email address.
Appliance information, such as make, model, serial number, date of purchase, and details of any repairs or services carried out.
Property information, such as access requirements, parking restrictions, and any health and safety considerations relevant to carrying out services at your premises.
Purchase history, including products and services you have purchased from us, service preferences, and membership plan details.
Device identifiers, such as your IP address, browser type, domain names, access times and referring website addresses.
Payment information, such as your method of payment and payment card information (including payment card number, delivery address and billing address).
Age verification information, where required for the sale of age-restricted products (such as kitchen knives). We do not store this information beyond the point of sale verification.
Marketing preferences, including whether you have consented to receive marketing communications from us.
Other publicly available information, including any which you have shared via a public platform such as Facebook, Instagram or X.
5. How We Collect Your Data
Directly from you, such as when you make a purchase on one of our websites, contact us with a question or complaint, register for one of our marketing lists or respond to a survey.
When you interact with our websites or emails, when you visit our websites, or when you open or click on emails we send you, we (and third parties we work with) may automatically collect information from your browser or device, such as device identifiers and online and other network activity information using technologies such as cookies and similar technologies. Cookies are small text files that websites place on your Internet-connected device to uniquely identify your browser or to store information or settings in your browser.
From our business partners and service providers, such as demographic companies, analytics providers, advertising companies and networks, third-party retailers or distributors, loss prevention services and other third parties that we choose to collaborate or work with.
From social media platforms and networks, such as Facebook, Instagram, Twitter, Pinterest, and Google. For example, we may obtain your information from a social media platform or network if you interact with us on social media
6. How We Use Your Data
All personal data is processed and stored securely. We do not keep your personal data for any longer than it is necessary, considering the reason(s) for which it was first collected.
We will retain your personal information for as long as necessary to fulfil the purposes outlined in this Privacy Policy, including to provide our services, maintain accurate business records, comply with legal obligations, and exercise or defend legal claims.
In most cases, we will retain customer data indefinitely for the following reasons: to maintain service and repair histories for appliances that may remain in use for 15-20 years or longer; to enable us to contact customers in the event of product recalls or safety notices issued by manufacturers; to provide warranty support; and to maintain accurate business records for statistical analysis and service improvement.
You have the right to request deletion of your personal data at any time. However, we may be unable to comply with such a request where we have a legal obligation to retain the information (such as for product recall purposes or in the event of ongoing legal proceedings or disputes). Where we retain data following a deletion request, we will provide you with a clear explanation of our legal basis for doing so.
Our use of your data will always have a legal basis (as set out in Section 7), and we may use your data for the following purposes:
- Providing and managing your access to our website and services.
- Personalising and tailoring your experience on our website and services.
- Communicating with you (replying to your emails and enquiries).
- To provide you with services as ordered.
- Maintaining service and repair histories to enable effective customer support, warranty claims, and appliance maintenance.
- Contacting you in the event of product recalls, safety notices, or other important service updates relating to appliances you have purchased from us.
- Statistical analysis and business planning, including analysis of repair rates, customer spending patterns, and service usage to improve our operations and develop new services.
- Market research.
- We may use your data to market to you by email, post or SMS about services you’ve expressed an interest in. You’ll always be able to unsubscribe easily.
- Analysing your use of our site and services, gathering feedback to continually improve our site and your experience.
You will always be able to unsubscribe or opt out from this use at any time.
7. Legal Basis
We will only process your data where we have a legal basis under the GDPR to do so.
Our use of your personal data will always have a legal basis, either because:
- It is necessary for our performance of a contract with you; or
- You have consented to our use of your personal data; or
- We are complying with a legal obligation; or
- It is necessary in pursuit of our legitimate interests – detailed below.
Where our processing of your data is based on our legitimate interests, we will have ensured that such processing is necessary, and we will not do so where our interests are over-ridden by yours.
Our legitimate interests include:
- Selling and supplying our services to customers and potential customers.
- Handling customer and potential customer contacts, queries, complaints, or disputes.
- Understanding our customers’ (or potential customers’) behaviour, activities, and preferences.
- Improving our services, including developing new services.
- Promoting, marketing, and advertising our services.
8. Storing and Sharing Your Data
Data security is very important to us, and we take appropriate security measures to safeguard and secure your data, which is collected via our website and services.
We store customer data using cloud-based systems, including field management software (Jobber), retail point-of-sale systems (Glenfield), customer relationship management software (Zoho One), accounting software (Xero), and e-commerce platform (Shopify). All third-party service providers we use have been verified as GDPR compliant, and we have ensured that appropriate data protection measures are in place.
We endeavour to keep all your personal information in the UK or countries and territories covered by UK GDPR Adequacy Regulations. A list of the countries or territories covered by the adequacy regulations can be found here: https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/international-transfers/international-transfers-a-guide/#Q1
In limited and necessary circumstances, your information may be transferred to a country or territory not covered by the UK GDPR Adequacy Regulations. This will only happen where it can’t be avoided, and we will put special protections in place.
We will never sell or share your personal data to any third party unless:
- We may sometimes contract with trusted service providers to provide services on our behalf. These may include payment processing, search engine facilities, advertising, marketing, accounting and IT systems. This will sometimes necessitate the transfer of your personal data to those trusted service providers.
- When we transfer your data to our trusted service providers, we will have confirmed that they will apply data protection and security measures to the same standard we would. We will always impose contractual terms on all our providers to ensure your data remains secure.
- In certain limited circumstances, we may be legally required to share your personal data—for example, when we are involved in legal proceedings, to comply with a court order, regulatory requirement, or government department with appropriate legal authority to compel us to do so.
9. Use of Artificial Intelligence (AI)
We may use artificial intelligence (AI) tools and technologies to improve our services, analyse customer data, and enhance operational efficiency. Where we use AI, we do so in a controlled and secure manner.
Currently, we use AI tools for:
Customer insights and analysis, including understanding customer purchasing behaviour, service preferences, and identifying opportunities to improve our services. This AI functionality is provided by our customer relationship management system (Zoho One) and field management system (Jobber).
Business process improvement, including streamlining administrative tasks, scheduling, and internal operations.
Marketing and business advice, where we may use AI tools (such as Microsoft Copilot) to generate insights or content. We do not share customer personal data with public AI models such as ChatGPT.
Where AI is used to process customer data, we ensure that:
AI processing takes place within closed, secure systems (such as Microsoft 365 Enterprise or similar controlled environments) and does not involve sharing your data with third-party public AI models.
All AI tools used by our third-party service providers are GDPR compliant and subject to appropriate data protection safeguards.
AI is used to support human decision-making, not to make automated decisions that significantly affect you without human oversight.
As AI technology develops, we may expand our use of AI tools. Any significant changes to how we use AI to process your data will be reflected in updates to this Privacy Policy.
10. Cookies
Like many other websites, ours uses cookies. Cookies are small pieces of information sent by an organisation to your computer or device and stored on your computer or device to allow a website to recognise you when you visit. They help us collect statistical data about your browsing actions and patterns but should not contain personal data (other than the cookie itself, which is defined as personal data under GDPR).
All cookies used by and on our website are used in accordance with the current cookie law.
By giving us your consent, you are allowing us to provide the best possible experience of our website. You may refuse consent to cookies; however, certain parts of our website may then not function correctly. You can alter your browser settings to refuse all cookies.
There are four types of cookies:
Strictly Necessary Cookies –These are essential to make a website work and provide features you’ve asked for. Generally, these are used to provide shopping baskets and similar. Without these cookies, the website may not work as intended.
Performance Cookies – These collect anonymous information about users for the purposes of tracking the performance of a website. Common uses include well-known analytics tools such as Google Analytics.
Targeting / Advertising Cookies – These are like performance cookies. However, they are used to track users’ behaviour, and that information is then used on a “per user” basis to advertise products/services based on the behavioural information collected.
Functionality Cookies – These are used to automatically remember the choices that users have made to improve their experience on the website, for example, selecting the desired layout or language.
The cookies we use on our website include:
- Google Analytics cookies, which help us understand how visitors use our website, including which pages are most popular and how visitors navigate through our site.
- Google Ads cookies, which enable us to show you relevant advertisements based on your interests and measure the effectiveness of our advertising campaigns.
- Bing Ads cookies, which enable us to show you relevant advertisements on Microsoft’s advertising network and measure campaign performance.
- Meta Pixel (Facebook) cookies, which help us track conversions from Facebook and Instagram advertisements and build audiences for targeted advertising.
- Zoho cookies, which may be used to track customer interactions with our website and provide insights into customer behaviour.
You can control and manage cookies through your browser settings. Most browsers allow you to refuse or accept cookies, delete cookies, or be notified when a cookie is set. However, please note that if you disable cookies, some features of our website may not function correctly.
11. Embedded Content from Other Websites
Articles on this site may include embedded content (e.g., videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.
12. Changes to Our Privacy Notice
We may change this privacy notice from time to time (for example, if the law changes). Any changes will be immediately posted on our site. We recommend you check the privacy notice regularly to remain up to date.
This privacy notice was last updated in November 2025.