Privacy Policy

Last updated: 31st July 2026

1. Introduction

Custom Renewables Ltd (“we”, “our”, “us”) is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, store and protect your personal information when you:

  • Visit our website.

  • Contact us.

  • Request a quotation.

  • Purchase our products or services.

  • Use our website or interact with us.

We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable privacy legislation.

2. Who We Are

Custom Renewables Ltd

Registered Office:

8 iCentre

Howard Way

Newport Pagnell

Milton Keynes

United Kingdom

Website: https://custom-renewables.com

Email: info@custom-renewables.com

3. Information We Collect

Depending on how you interact with us, we may collect:

Personal Information

  • Name

  • Postal address

  • Email address

  • Telephone number

Property Information

To design renewable energy systems we may also collect:

  • Property address

  • Floor plans

  • Photographs

  • EPC information

  • Existing heating system details

  • Heat loss calculations

  • Energy usage

  • Building construction details

  • Survey information

Technical Information

When you visit our website we may collect:

  • IP address

  • Browser type

  • Device information

  • Pages visited

  • Time spent on our website

  • Cookies and similar technologies

4. How We Use Your Information

We use your personal information to:

  • Respond to enquiries.

  • Produce quotations.

  • Design renewable energy systems.

  • Carry out surveys.

  • Install and commission systems.

  • Register warranties.

  • Register installations under MCS and other certification schemes.

  • Process Boiler Upgrade Scheme (BUS) applications where applicable.

  • Arrange servicing and aftercare.

  • Comply with legal and regulatory obligations.

  • Improve our website and services.

  • Send marketing communications where you have consented or where permitted by law.

5. Our Lawful Basis for Processing

We process your personal information under one or more of the following lawful bases:

Contract

To provide quotations, designs, installations and aftercare.

Legal Obligation

To comply with tax legislation, health and safety requirements, MCS Scheme requirements and other legal obligations.

Legitimate Interests

To operate and improve our business, respond to enquiries, manage customer relationships and protect our legal interests.

Consent

Where required, such as for marketing communications or non-essential website cookies.

6. Who We Share Your Information With

We only share personal information where necessary.

This may include:

  • MCS Certification Scheme

  • TrustMark

  • Ofgem

  • Boiler Upgrade Scheme administrators

  • Distribution Network Operators (DNOs)

  • Equipment manufacturers for warranty registration

  • Finance providers where applicable

  • Approved subcontractors

  • Professional advisers including accountants, insurers and solicitors

  • Software providers used to manage quotations, projects and customer records

  • HM Revenue & Customs or other public authorities where required by law

We never sell your personal information.

7. Approved Subcontractors

From time to time we use carefully selected subcontractors to assist with installations.

Where personal information is shared with subcontractors:

  • it is limited to what is necessary to carry out the work;

  • subcontractors are required to comply with UK GDPR;

  • subcontractors must keep customer information confidential;

  • subcontractors must maintain appropriate insurance, qualifications and competencies;

  • subcontractors must follow Custom Renewables’ installation standards and detailed design.

8. Marketing

We may occasionally contact you regarding products or services similar to those you have previously enquired about or purchased where permitted by law.

You can opt out of marketing communications at any time by contacting us or using the unsubscribe link included in our emails.

9. Cookies

Our website uses cookies and similar technologies to improve your browsing experience.

Cookies help us:

  • operate our website;

  • remember your preferences;

  • understand how visitors use our website;

  • improve website performance.

Where required, non-essential cookies will only be used after you have provided your consent.

You can manage cookie preferences through your browser settings.

10. How Long We Keep Your Information

We only retain information for as long as necessary.

Our standard retention periods are:

Record Retention Period
Website enquiries 2 years
Quotations 2 years
Customer installation records Minimum 10 years
Warranty information Duration of warranty plus any applicable legal requirements
Financial records 6 years
Marketing records Until consent is withdrawn
Website analytics Up to 26 months

Where legislation requires longer retention periods, those requirements will take precedence.

11. Data Security

We take appropriate technical and organisational measures to protect your personal information.

These include:

  • Secure Microsoft 365 systems

  • Password-protected devices

  • Multi-factor authentication

  • Encrypted devices where appropriate

  • Restricted access to customer information

  • Secure cloud storage

  • Regular software updates

Although no system can be guaranteed completely secure, we continually review our security measures.

12. International Transfers

Where personal information is transferred outside the United Kingdom, we ensure appropriate safeguards are in place in accordance with UK GDPR.

13. Your Rights

You have the right to:

  • Request access to your personal information.

  • Request correction of inaccurate information.

  • Request deletion where applicable.

  • Request restriction of processing.

  • Object to certain types of processing.

  • Request transfer of your information to another organisation where applicable.

  • Withdraw consent where processing relies upon consent.

To exercise any of these rights, please contact us using the details below.

We will normally respond within one month.

14. Data Breaches

If we become aware of a personal data breach, we will investigate immediately.

Where required by law, we will notify the Information Commissioner’s Office (ICO) within the required timescales and inform affected individuals where there is a high risk to their rights and freedoms.

15. Children’s Privacy

Our services are intended for adults.

We do not knowingly collect personal information from anyone under the age of 13.

16. Third-Party Websites

Our website may contain links to other websites.

We are not responsible for the privacy practices or content of external websites and encourage you to review their privacy policies.

17. Changes to This Policy

We may update this Privacy Policy from time to time.

The latest version will always be published on our website together with the revision date.

18. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your data protection rights, please contact:

Custom Renewables Ltd

8 iCentre,

Howard Way, 

Newport Pagnell, 

Milton Keynes,

United Kingdom

Email: info@custom-renewables.com

Website: https://custom-renewables.com

19. Complaints

If you are unhappy with how we have handled your personal information, please contact us first so we can try to resolve the matter.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Website: https://ico.org.uk

Telephone: 0303 123 1113