Privacy Policy

Effective Date: 1 January 2026
Last Updated: 14 October 2026

1. About Us and This Policy

1.1 We are Diversity Customer Management Ltd (“we”, “us”, “our”), a company registered in England and Wales under company number 16268515, whose registered office is at Diversity House, 72 Nottingham Road, Arnold, Nottingham, NG5 6LF. We are registered with the Information Commissioner’s Office (ICO) under registration number ZB978356 .

1.2 We provide a website creation, hosting and maintenance service for builders, plumbers, electricians and other trades and contractor businesses. This policy explains how we collect and use personal data when you:

visit our website at https://dcmwebservices.co.uk/;
contact us, ask about our services or place an order;
become our customer, or are an owner, employee or representative of a business that is our customer; or
receive marketing from us.

1.3 For the purposes described in this policy we are the controller of your personal data, which means we decide how and why it is used.

1.4 Websites we build for our customers. If you are a visitor to a website we have built or host for one of our customers, that customer is the controller of your personal data and its own privacy policy applies. We act only as its processor, handling data on its instructions (for example, hosting the website and passing on contact form enquiries). Please contact the business concerned about your data. If you contact us instead, we will pass your request to it.

1.5 In this policy, “data protection law” means the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended from time to time.

2. The Information We Collect

2.1 Many of our customers are sole traders or partnerships, so information about their business is also personal data about them. Depending on how you deal with us, we may collect:

Type of information	Examples	Where it comes from
Contact details	Name, job title, email address, phone number, business and correspondence address	You, through our website, email, phone or messaging
Business information	Trading name, legal form, company number, trade, services offered, areas covered, opening hours, VAT status	You, and public sources (see 2.2)
Order and account information	Package selected, order history, acceptance of our terms, Order Confirmation, website login details, support requests	You and us, when you order and use our services
Payment information	Direct Debit mandate (bank account name, sort code and account number), payment history, card payment confirmations	You, through our payment providers
Website content you supply	Intake questionnaire answers, text, logos, photos, customer reviews and testimonials, accreditation and registration details, insurance details	You
Communications	Emails, messages, call notes, complaints and feedback	You and us
Marketing preferences	Whether you have agreed to or opted out of marketing, and how you responded to our marketing	You, and our email system
Website usage information (only if you agree)	Pages visited, how you arrived at our website, device and browser type, approximate location, online identifiers	Cookies — see section 15
Technical and security information	IP address, browser type, date and time of visit, login records	Our website hosting and security providers, automatically

2.2 Information from public sources. To prepare and check your website content, we may collect information about your business from public sources, including your Google Business Profile, existing website, social media pages, review platforms, Companies House, and trade or scheme registers (such as the Gas Safe Register, NICEIC or TrustMark) where you have asked us to refer to a membership or accreditation.

2.3 Information about other people. The content you supply may include information about other people, such as your customers’ names in reviews, photos of staff or of work at customers’ properties. You must make sure you are entitled to share it with us and to have it published (see clause 3 of our Web Service Agreement). Please do not send us sensitive personal data, such as health information, unless it is needed for your website and you have the right to share it.

3. How We Use Your Information and Our Lawful Basis

3.1 Data protection law requires us to have a lawful basis for each way we use personal data. We use it as follows:

What we do	Information used	Our lawful basis
Respond to enquiries and explain our services and prices	Contact details, business information, communications	Taking steps at your request before entering into a contract; our legitimate interests in responding to business enquiries
Process your order, set up your account and send your Order Confirmation	Contact, business and order information	Performance of our contract with you
Design, build, host and maintain your website, including registering your domain name	Contact and business information, website content you supply	Performance of our contract with you
Prepare website copy and metadata using AI tools (see section 5)	Business information, intake questionnaire answers, website content, public information	Performance of our contract with you
Check claims, accreditations and registrations before publishing them	Business information, accreditation details, public registers	Our legitimate interests in not publishing inaccurate or misleading content, and in complying with consumer protection law
Collect payments, manage your account and recover unpaid sums	Contact, order and payment information	Performance of our contract with you; our legitimate interests in recovering debts
Provide customer support and handle complaints	Contact and account information, communications	Performance of our contract with you; our legitimate interests in resolving issues
Keep business, tax and accounting records	Order and payment information	Legal obligation
Show websites we have built in our portfolio	The published website (which may include your business name and contact details)	Our legitimate interests in promoting our services (you can object — see clause 5.4 of our Web Service Agreement)
Send you marketing about our services	Contact details, marketing preferences	Your consent, or our legitimate interests where the law allows (see section 4)
Understand how our website is used and measure our marketing	Website usage information	Your consent, given through our cookie banner
Keep our website, systems and customers’ websites secure and prevent fraud	Technical and security information, account information	Our legitimate interests in protecting our business and our customers
Improve our services, including customer surveys	Contact details, feedback	Our legitimate interests in developing our services
Establish, exercise or defend legal claims	Any relevant information	Our legitimate interests in protecting our legal rights

3.2 Where we rely on legitimate interests, we have considered your interests and rights and concluded that our use of your information is proportionate and what you would reasonably expect. You can object at any time (see sections 11 and 12).

3.3 Do you have to give us your information? You can browse our website without giving us any personal data. To provide our services, we need your contact, business, order and payment details and the content for your website. Without them we cannot accept your order or build your website.

3.4 Automated decisions. We do not make decisions about you using solely automated processing that have legal or similarly significant effects on you.

4. Marketing

4.1 We may send you information about our services by email, text or phone. How we do this depends on the type of business you are:

Limited companies and LLPs: we may send marketing emails to business email addresses without prior consent, but every message will include a simple way to opt out.
Sole traders and partnerships: we will only send marketing emails or texts if you have agreed, or if you have bought from us or enquired about our services and did not opt out when we collected your details (the “soft opt-in”).

4.2 We will not make marketing calls to numbers registered with the Telephone Preference Service or Corporate Telephone Preference Service, unless you have told us you are happy to receive our calls.

4.3 You can opt out at any time by using the unsubscribe link in our emails, replying STOP to a text, or contacting us (section 17). We will keep a record of your opt-out so that we do not contact you again. We will still send you service messages about your order and account.

4.4 We do not sell your personal data, and we do not share it with other organisations for their own marketing.

5. AI Tools

5.1 We use artificial intelligence tools to help prepare website copy, layouts, page titles and descriptions. These tools process the information you give us (such as your intake questionnaire answers) and public information about your business. A member of our team reviews the output, and you approve all content before your website goes live.

5.2 Our AI providers act on our behalf under contracts that protect your data. We do not allow your personal data to be used to train general-purpose AI models without your express permission. Our current AI providers are OpenAI / Anthropic / Microsoft.

6. Domain Names

6.1 When we register a domain name for your business, we register it in your name where the registry allows. Your name and contact details are given to the domain registrar and the relevant registry, such as Nominet for .uk domains. Registries may publish some registrant details in public “WHOIS” look-up services. Individuals and sole traders can usually ask for their details to be withheld, and we can help you with this.

7. Who We Share Your Information With

7.1 We share your personal data only where necessary with:

website hosting and infrastructure providers, including Cloudflare;
domain registrars and registries, such Nominet;
payment providers, including GoCardless for Direct Debits and card payments (we do not see or store full card details);
AI tool providers, as described in section 5;
providers of our email, customer relationship management, accounting and office software, including Microsoft 365, Intuit QuickBooks;
Google, for website analytics (only if you agree to the relevant cookies);
freelance designers, developers or copywriters who help us deliver our services, under confidentiality obligations;
our accountants, auditors, insurers, banks and professional advisers;
debt collection agencies, if sums remain unpaid;
HMRC, the police, courts, regulators or other authorities where we are required to by law; and
a buyer of our business, or of the relevant part of it, who may use your information in the same way as described in this policy.

7.2 Providers who handle personal data on our behalf may use it only on our instructions and must keep it secure.

8. International Transfers

8.1 Some of our providers, such as Google, Cloudflare and our AI and software providers, may process personal data outside the UK, including in the United States and the European Economic Area.

8.2 Where this happens, we make sure your data is protected by one of the safeguards recognised under UK data protection law. These include: transfers to countries the UK has recognised as providing adequate protection (including the EEA, and US organisations certified under the UK Extension to the EU–US Data Privacy Framework); or contracts approved for this purpose, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses. You can contact us for details (section 17).

9. How We Keep Your Information Secure

9.1 We take appropriate technical and organisational measures to protect personal data, including encrypted connections, access controls and secure passwords, multi-factor authentication where available, regular security updates and malware scanning, backups, staff confidentiality, contracts with our providers, and procedures for dealing with data breaches, including notifying you and the ICO where we are legally required to.

10. How Long We Keep Your Information

Information	How long we keep it	Why
Enquiries that do not lead to an order	24 months from our last contact	In case you come back to us
Customer, order and payment records, including Direct Debit mandates	6 years from the end of the financial year in which our contract ends	Tax and accounting rules, and to deal with any claims
Website content you supply and intake questionnaire answers	For the life of our contract, then up to 30 days after it ends (to allow export of your website), then deleted from our systems	To provide and hand over your website
Communications and support records	6 years after our contract ends (or 24 months for enquiries that do not lead to an order)	To deal with queries, complaints and claims
Marketing preferences	Until you opt out; we keep a record of opt-outs indefinitely so that we do not contact you again	To respect your choices
Website analytics information	14 months	To understand how our website is used over time
Backups	Up to 30 days	To restore systems if something goes wrong

10.1 When we no longer need your information, we securely delete or anonymise it. Where the law requires us to keep information for longer, we will do so.

11. Your Rights

11.1 Under data protection law you have the right to:

be informed about how we use your personal data;
access the personal data we hold about you and receive a copy (a “subject access request”);
rectification — ask us to correct inaccurate or incomplete information;
erasure — ask us to delete your personal data;
restrict how we use your personal data;
object to our use of your personal data where we rely on legitimate interests, and to direct marketing at any time;
withdraw consent at any time, where we rely on your consent (this does not affect anything we did before you withdrew it); and
data portability — receive personal data you gave us in a commonly used electronic format, where we use it on the basis of consent or contract.

11.2 Some of these rights apply only in certain circumstances. For example, we may need to keep certain records for tax purposes, or to provide services you have ordered. We will explain if we cannot meet a request in full.

12. How to Exercise Your Rights

12.1 You can make a request in writing, by email or by phone using the details in section 17. We may need to ask you for information to confirm your identity before we respond.

12.2 We will respond within one month of receiving your request (or of receiving any information we need to confirm your identity or clarify your request). If your request is complex or you have made several requests, we may extend this by up to two further months, and we will tell you within the first month if we need to.

12.3 There is normally no charge. We may charge a reasonable fee, or refuse to respond, if a request is manifestly unfounded or excessive.

13. Complaints

13.1 If you are unhappy with how we have used your personal data, please contact us first at web.services@diversity.agency, by phone or by post (section 17). We will acknowledge your complaint within 30 days, look into it without undue delay, keep you updated and tell you the outcome.

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

14. Children

14.1 Our website and services are intended for businesses and adults. We do not knowingly collect personal data from children.

15. Cookies

15.1 Cookies are small files placed on your device when you visit a website. Similar technologies, such as pixels and local storage, work in a similar way, and we refer to them all as “cookies”.

15.2 When you first visit our website, a banner asks which types of cookie you are happy for us to use. Except for strictly necessary cookies, we do not place cookies unless you agree. You can change your choices at any time using the “Manage cookie preferences” link below or at the bottom of every page.

15.3 We use the following types of cookie:

Strictly necessary — needed for the website and ordering process to work and stay secure, and to remember your cookie choices. These do not require consent.
Statistics — Google Analytics cookies, which tell us how visitors use our website so we can improve it. Google Analytics uses a unique identifier for your device and processes your IP address, and Google may use some of this information for its own purposes. We use these cookies only if you agree.
[OPTIONAL] Marketing — cookies and pixels from [Google Ads / Meta] that measure the success of our adverts and may show you our adverts on other websites. We use these only if you agree.
[OPTIONAL] Session recording — [Microsoft Clarity / Hotjar] records how visitors move around our pages (clicks, scrolling and mouse movement) so we can improve the website. Text you type into forms is masked. We use this only if you agree.

15.4 The cookies currently used on our website are listed below:

Generate this table from the Complianz scan of the live site. The rows below are examples only.

Cookie	Provider and purpose	Duration
cmplz_* (for example cmplz_banner-status)	Complianz — remembers your cookie choices (strictly necessary)	[Up to 12 months]
__cf_bm	Cloudflare — distinguishes people from automated bots to protect the website (strictly necessary)	30 minutes
_ga, _ga_[ID]	Google Analytics — distinguishes visitors and tracks visits (statistics; consent required)	[2 years]
[OPTIONAL] _gcl_au	Google Ads — measures advert conversions (marketing; consent required)	[90 days]
[OPTIONAL] _fbp	Meta — measures advert performance and remarketing (marketing; consent required)	[90 days]

Manage cookie preferences: Change your cookie settings

15.5 You can also block or delete cookies using your browser settings, although some parts of our website may then not work properly. Guidance is available for Google Chrome (support.google.com/chrome/answer/95647), Microsoft Edge (support.microsoft.com — search “delete cookies in Microsoft Edge”), Apple Safari (support.apple.com/en-gb/guide/safari/sfri11471/mac) and Mozilla Firefox (support.mozilla.org/en-GB/kb/clear-cookies-and-site-data-firefox).

16. Links to Other Websites

16.1 Our website may contain links to other websites, including examples of websites we have built for our customers. We are not responsible for how other websites use personal data, so please read their privacy policies.

17. Contact Us

17.1 For any question about this policy or your personal data, or to make a request or complaint, please contact us:

Email: web.services@diversity.agency
Phone: 0115 967 3767
Post: Data Protection, Diversity Customer Management Ltd, Diversity House, 72 Nottingham Road, Arnold, Nottingham, NG5 6LF

18. Changes to This Policy

18.1 We may update this policy from time to time, for example if the law changes or we change how we use personal data. The latest version will always be on our website, with the date it was last updated shown at the top. If we make significant changes that affect our customers, we will tell them by email.