Last updated: 1 August 2026

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1. About this privacy policy

 

This Privacy Policy explains how APN Home Limited collects, uses, stores and shares personal information when you:

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• visit the APN Double Glazing website;

• submit an enquiry or quotation request;

• book a consultation;

• communicate with us by telephone, email or another method;

• ask to be introduced to a window or door installer;

• subscribe to marketing communications; or

• otherwise interact with APN Double Glazing.

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APN Double Glazing forms part of the APN Home group of home-improvement websites.

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We aim to handle personal information fairly, lawfully and transparently in accordance with applicable UK data-protection law, including the UK GDPR and the Data Protection Act 2018. The UK GDPR requires organisations to explain why they use personal information, how long it is retained and who it may be shared with.

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2. Who we are

 

The organisation responsible for the personal information described in this policy is:

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APN Home Limited
167–169 Great Portland Street
London
W1W 5PF

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Telephone: 0370 042 2021

Email: team@apndoubleglazing.co.uk

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References in this policy to “APN”, “APN Double Glazing”, “we”, “us” or “our” mean APN Home Limited.

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For data-protection purposes, APN Home Limited will normally act as the data controller for information collected through the APN Double Glazing website and enquiry service.

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An installer or other service provider introduced to you may become a separate data controller for the information it receives and uses for its own quotation, survey, installation and customer-service purposes.

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3. Personal information we may collect

 

The information we collect will depend on how you use the website and services.

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Contact information

We may collect:

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• your name;

• postal address;

• project address;

• postcode;

• email address;

• telephone number; and

• preferred contact method.

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Project information

We may collect information about:

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• the type of windows, doors or glazing required;

• the property type;

• the number of windows or doors involved;

• the approximate project budget;

• preferred timescales;

• repair or replacement requirements;

• planning, conservation or listed-building considerations;

• access arrangements;

• photographs;

• drawings;

• plans;

• measurements; and

• additional information you include within an enquiry.

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Communication records

We may retain:

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• emails;

• enquiry-form submissions;

• consultation notes;

• telephone-call notes;

• messages;

• correspondence with installers;

• complaints;

• reviews; and

• feedback.

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Telephone calls may be recorded where this is clearly explained at the start of the call.

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Website and technical information

When you use the website, certain information may be collected automatically, including:

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• internet protocol address;

• browser type;

• device type;

• operating system;

• referring website;

• pages visited;

• time spent on pages;

• links selected;

• general geographic area; and

• cookie or similar technology identifiers.

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Further details should be set out in our Cookie Policy.

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Marketing preferences

We may record:

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• whether you have agreed to receive marketing;

• the type of marketing requested;

• when and how consent was given;

• whether you have unsubscribed; and

• previous objections to marketing.

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Installer and business-contact information

Where you are an installer, supplier or other business contact, we may collect:

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• your name;

• job title;

• business name;

• business address;

• email address;

• telephone number;

• service areas;

• trade services;

• insurance information;

• accreditations;

• membership details;

• company-registration information;

• enquiry history; and

• account or commercial information.

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4. How we collect personal information

 

We may collect information:

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• directly from you;

• through website forms;

• during telephone or video consultations;

• through email or other correspondence;

• from an installer or service provider dealing with your enquiry;

• from another APN Home group website;

• from publicly available business sources;

• through website analytics and cookies;

• from social-media platforms; and

• from advertising or lead-generation services.

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Where information has not been obtained directly from you, we will use it only where we have a lawful basis and where its use would be reasonable and proportionate.

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5. How we use your information

 

We may use personal information to:

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• respond to enquiries;

• understand your window, door or glazing requirements;

• provide general project guidance;

• arrange consultations;

• identify potentially suitable installers;

• introduce you to installers or other service providers;

• pass your enquiry to selected installers;

• assist with communication between you and an installer;

• monitor whether an enquiry has been contacted;

• administer installer memberships and commercial relationships;

• process payments for APN’s own services;

• operate, maintain and secure the website;

• prevent fraud and misuse;

• handle complaints;

• request feedback and reviews;

• improve APN services and website content;

• maintain business records;

• comply with legal and regulatory requirements; and

• send marketing where permitted.

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We will not use personal information for a purpose that is incompatible with the purpose for which it was collected unless we have a lawful basis to do so and provide any required additional information.

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6. Our lawful bases for using personal information

 

Data-protection law requires us to have a lawful basis for each use of personal information. The appropriate basis depends on the purpose and circumstances.

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We may rely on the following lawful bases.

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Taking steps before entering into a contract or performing a contract

We may process information where necessary to:

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• respond to a request for a paid APN service;

• arrange a consultation;

• administer an APN installer membership;

• provide a service you have requested; or

• carry out obligations under an agreement with you.

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The contractual basis applies only where processing is genuinely necessary to provide a contractual service or take requested steps before entering into a contract.

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Legitimate interests

We may process information where it is necessary for legitimate business interests and those interests are not overridden by your rights.

These interests may include:

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• operating an installer-introduction service;

• referring genuine enquiries to suitable installers;

• managing business relationships;

• maintaining accurate records;

• improving services;

• protecting the website and business;

• preventing misuse and fraud;

• responding to complaints;

• measuring website performance; and

• sending limited business-to-business communications where permitted.

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Where we rely on legitimate interests, we consider the purpose, necessity and likely effect on the individual.

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Consent

We may rely on consent where:

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• you actively request certain marketing communications;

• optional cookies or similar technologies require consent;

• you ask us to share information in a way that is not otherwise covered by another lawful basis; or

• consent is otherwise the most appropriate legal basis.

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You may withdraw consent at any time. Withdrawal will not affect processing carried out before consent was withdrawn.

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Consent must be freely given, specific, informed, unambiguous and demonstrated by a clear affirmative action.

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Legal obligation

We may process information where necessary to comply with legal or regulatory duties, including:

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• tax and accounting requirements;

• responding to lawful requests from authorities;

• establishing consumer or contractual records;

• dealing with legal claims; and

• complying with data-protection obligations.

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Legal claims and vital interests

In limited circumstances, we may use personal information to establish, exercise or defend legal claims, or to protect someone’s vital interests.

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7. Sharing information with installers

 

Where you ask for a quotation, consultation or installer introduction, we may share relevant details with one or more independent installers or service providers.

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Information shared may include:

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• your name;

• contact details;

• project address;

• postcode;

• project description;

• preferred timescale;

• budget information;

• photographs;

• plans;

• drawings; and

• other details reasonably required to respond to the enquiry.

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We aim to share information only with businesses that appear relevant to your request.

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Once an independent installer receives your details, it may process them as a separate data controller under its own privacy policy. You should ask the installer for its privacy information where necessary.

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Submitting an enquiry does not oblige you to appoint an installer or accept a quotation.

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8. Sharing information within the APN Home group

 

APN Double Glazing is part of the APN Home group of home-improvement websites.

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Where relevant to your enquiry, we may share information within the APN Home group so that:

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• the correct specialist service can respond;

• a related project requirement can be considered;

• duplicate enquiries can be managed;

• customer-service records can be maintained;

• complaints can be investigated; or

• marketing preferences can be applied consistently.

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For example, an enquiry involving planning drawings, building work, heating, glazing or another home-improvement service may be referred to the relevant APN specialist website or service where this is appropriate.

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We will not treat an enquiry as permission to send unrelated electronic marketing where consent or another legal condition is required.

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9. Other organisations with which we may share information

 

We may also share personal information with:

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• website-hosting providers;

• website developers and technical-support providers;

• email and communications providers;

• customer-relationship-management systems;

• cloud-storage providers;

• analytics providers;

• appointment-booking platforms;

• payment processors;

• accountants;

• insurers;

• professional advisers;

• fraud-prevention and cybersecurity providers;

• regulators;

• courts;

• law-enforcement bodies; and

• prospective purchasers or investors where all or part of the business is sold or reorganised.

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Service providers acting on our behalf may use information only for the agreed service and must protect it appropriately.

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We may disclose information where required by law or where reasonably necessary to protect our legal rights, users, installers or the public.

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10. Marketing communications

 

We may send information about APN Double Glazing or related APN Home services where:

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• you have consented;

• applicable rules permit us to contact an existing customer about similar services; or

• another lawful basis applies, particularly for permitted business-to-business communications.

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Electronic and telephone marketing is governed by data-protection law and the Privacy and Electronic Communications Regulations 2003, commonly known as PECR.

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You may stop marketing communications at any time by:

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• selecting an unsubscribe link;

• replying with an opt-out request;

• contacting us by email; or

• telephoning us.

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People have an absolute right to object to direct marketing, and we must respect that objection.

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We may retain limited suppression information after you unsubscribe so that we can ensure you are not added back to a marketing list.

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11. Cookies and website analytics

 

The website may use cookies and similar technologies to:

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• make the website function;

• remember preferences;

• measure traffic and performance;

• understand how visitors use the site;

• prevent fraud and security threats; and

• support advertising where permitted.

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Cookies that are not strictly necessary will be used only where the required consent has been obtained.

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You can manage cookie preferences through the website’s cookie-control tool and your browser settings.

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Further information should be provided in the separate Cookie Policy.

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12. How long we keep personal information

 

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, operational and complaints requirements.

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Typical retention periods may include:

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• unconverted homeowner enquiries: normally up to three years after the last meaningful contact;

• installer-introduction records: normally up to six years after the last meaningful activity;

• contracts and financial records: normally six years after the relevant accounting period or contractual relationship;

• complaints and dispute records: normally up to six years after closure, or longer where legal proceedings are ongoing;

• marketing records: until you unsubscribe or object, followed by retention of limited suppression information;

• cookie and analytics data: according to the duration stated within the Cookie Policy or relevant platform; and

• installer-membership records: for the membership period and normally up to six years afterwards.

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We may retain information for a longer or shorter period where:

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• required by law;

• reasonably necessary for legal claims;

• requested by a regulator;

• security concerns exist; or

• the information has been securely anonymised.

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13. International transfers

 

Some service providers may store or access personal information outside the United Kingdom.

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Where personal information is transferred internationally, we will take reasonable steps to ensure that an appropriate safeguard is in place, such as:

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• an adequacy regulation;

• an approved contractual safeguard;

• the UK International Data Transfer Agreement;

• the UK Addendum to approved standard contractual clauses; or

• another legally permitted transfer mechanism.

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You may contact us for further information about safeguards used for a particular transfer.

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14. How we protect personal information

 

We use reasonable technical and organisational measures designed to protect information against:

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• unauthorised access;

• accidental loss;

• alteration;

• disclosure;

• destruction; and

• misuse.

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Measures may include:

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• password controls;

• access restrictions;

• secure hosting;

• software updates;

• backups;

• encrypted connections;

• staff or contractor confidentiality obligations; and

• procedures for responding to suspected data breaches.

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No internet transmission or storage system can be guaranteed to be completely secure. You should avoid sending unnecessary sensitive information through general enquiry forms or unencrypted email.

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15. Your data-protection rights

 

Depending on the circumstances, you may have the right to:

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• be informed about how your information is used;

• request access to your personal information;

• ask for inaccurate information to be corrected;

• ask for information to be deleted;

• ask us to restrict how information is used;

• object to processing;

• receive certain information in a portable format;

• withdraw consent;

• object to direct marketing; and

• complain to the Information Commissioner’s Office.

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These rights are not absolute and may be subject to legal conditions or exemptions. The right to be informed is a central transparency requirement under the UK GDPR.

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To exercise a right, contact: team@apndoubleglazing.co.uk

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We may need to confirm your identity before disclosing or changing information.

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We will normally respond within the period required by applicable data-protection law.

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16. Automated decision-making

 

We do not intend to make decisions about homeowners that produce legal or similarly significant effects solely through automated processing.

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We may use basic rules or technology to:

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• route an enquiry to an appropriate service area;

• detect spam or fraudulent submissions;

• analyse website use; or

• select potentially relevant installers.

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These processes do not normally make a legally significant decision about you without human involvement.

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17. Children’s information

 

The website and services are intended for adults arranging home-improvement work.

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We do not knowingly seek personal information from children.

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A person submitting an enquiry should be at least 18 years old or have the authority of the responsible property owner or adult.

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If we learn that information about a child has been supplied unnecessarily, we will take reasonable steps to delete it.

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18. Photographs, drawings and property information

 

You should submit only photographs, drawings and documents that you are entitled to share.

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Before submitting material, consider whether it reveals:

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• people inside the property;

• vehicle-registration numbers;

• security arrangements;

• valuables;

• personal correspondence;

• neighbouring property details; or

• other unnecessary personal information.

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We may share submitted project material with prospective installers where necessary to assess the enquiry.

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19. Reviews and testimonials

 

Where you provide a review or testimonial, we may ask for permission to publish it.

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Published material may include:

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• your first name;

• general location;

• project type;

• review text; and

• photographs where separately agreed.

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We will not normally publish your full contact details.

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You may contact us if you believe a published review contains personal information that should be removed or corrected.

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20. Links to other websites

 

Our website may contain links to installer, manufacturer, government, professional-body and other third-party websites.

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Those organisations are responsible for their own privacy practices. You should review their privacy information before supplying personal information.

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APN Home Limited is not responsible for how an independent third-party website collects or uses information.

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21. Changes to this Privacy Policy

 

We may update this policy to reflect changes to:

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• our services;

• the APN Home group;

• our installer network;

• website technology;

• data-protection law; or

• regulatory guidance.

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The latest version will appear on this page with the updated date.

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Significant changes may also be communicated by another appropriate method.

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22. Complaints

 

Please contact us first if you have a concern about how we have used your information:

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APN Home Limited
167–169 Great Portland Street
London
W1W 5PF

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Telephone: 0370 042 2021

Email: team@apndoubleglazing.co.uk

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You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.

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23. Contact us

 

Questions about this Privacy Policy or requests concerning personal information should be sent to:

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APN Home Limited
167–169 Great Portland Street
London
W1W 5PF

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Telephone: 0370 042 2021

Email: team@apndoubleglazing.co.uk