PRIVACY POLICY

Last updated: 14 July 2026

1. About this Privacy Policy

M.A.C. Lofts Pigeon Products respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains:

• What personal information we collect.

• How and why we use it.

• The lawful bases we rely upon.

• Who we may share it with.

• How long we retain it.

• How we protect it.

• Your rights regarding your personal information.

• How you can raise a concern or complaint.

This Privacy Policy applies when you:

• Visit our website at www.maclofts.co.uk.

• Purchase or enquire about our goods or services.

• Request a quotation.

• Contact us by telephone, email, website form, post or social media.

• Subscribe to marketing communications.

• Leave a review or provide feedback.

• Supply goods or services to our business.

• Otherwise interact with M.A.C. Lofts Pigeon Products.

2. Who We Are

For the purposes of UK data-protection law, the controller responsible for your personal information is:

Michael Robert Gillies trading as M.A.C. Lofts Pigeon Products

Business address:
Old Inglis Joinery
1 Main Street
Reston
TD14 5JS
United Kingdom

Email: sales@maclofts.co.uk

Telephone: 0330 043 9820

Website: www.maclofts.co.uk

References in this Privacy Policy to “M.A.C. Lofts,” “we,” “us” or “our” mean M.A.C. Lofts Pigeon Products.

We are responsible for deciding how and why your personal information is collected and used.

3. Data-Protection Law

We process personal information in accordance with applicable UK data-protection legislation, including:

• The UK General Data Protection Regulation.

• The Data Protection Act 2018.

• The Privacy and Electronic Communications Regulations 2003, as amended.

• The Data (Use and Access) Act 2025 and amendments made by it.

4. Personal Information We Collect

The information we collect depends on how you interact with us.

4.1 Identity and contact information

This may include:

• Your name.

• Billing and delivery addresses.

• Email address.

• Telephone number.

• Business or organisation name, where applicable.

• Customer account details, where an account is created.

• Details of another person authorised to collect or receive an order.

4.2 Order and transaction information

This may include:

• Products ordered or requested.

• Order numbers.

• Quotations and bespoke product specifications.

• Measurements, drawings or photographs supplied for an order.

• Payment status and transaction references.

• Billing and delivery information.

• Delivery instructions.

• Order history.

• Refund, cancellation or replacement information.

• Warranty, damage or complaint information.

We do not normally receive or store your full payment-card details. Card and online-payment information is generally processed securely by the payment provider selected during checkout.

4.3 Communications

This may include:

• Emails and website enquiries.

• Telephone enquiry notes.

• Social-media messages and comments.

• Quotations and order discussions.

• Customer-service correspondence.

• Complaints and dispute correspondence.

• Reviews, feedback and testimonials.

We do not currently record ordinary customer telephone calls unless you are informed otherwise before recording begins.

4.4 Website and technical information

When you visit our website, certain information may be collected automatically, including:

• Internet Protocol address.

• Browser type and version.

• Device type.

• Operating system.

• Approximate location derived from an Internet Protocol address.

• Pages visited.

• Referring website or link.

• Time and date of visits.

• Website interactions.

• Cookie identifiers and preferences.

• Shopping-basket activity.

• Information required to maintain website security and performance.

4.5 Marketing information

This may include:

• Whether you have agreed to receive marketing.

• Your marketing preferences.

• Records of marketing communications sent to you.

• Whether you opened or interacted with a marketing communication, where this functionality is used.

• Records of unsubscribe or objection requests.

4.6 Supplier and business-contact information

Where you supply goods or services to us, or act as a contact for another organisation, we may collect:

• Your name.

• Job title or position.

• Business contact details.

• Bank or payment information.

• Invoices and transaction records.

• Correspondence relating to the business relationship.

4.7 Information about other people

You may provide another person’s information when:

• Ordering a product as a gift.

• Arranging delivery to another address.

• Nominating someone to receive or collect an order.

• Acting on behalf of another individual or organisation.

You should only provide another person’s information where you are authorised to do so. Where appropriate, you should make them aware of this Privacy Policy.

4.8 Special-category information

We do not normally need or request sensitive personal information, such as information about health, religion, ethnicity or political beliefs.

Please avoid including unnecessary sensitive information in enquiries or correspondence. Where you voluntarily provide such information, we will only use it where necessary and where we have a lawful basis and any additional legal condition required to do so.

5. How We Collect Personal Information

We may collect personal information:

Directly from you

For example, when you:

• Place or attempt to place an order.

• Create an online account.

• Complete a website form.

• Request a quotation.

• Contact us by telephone, email, post or social media.

• Provide specifications for a bespoke or made-to-order product.

• Subscribe to marketing communications.

• Submit a review, photograph or testimonial.

• Make a complaint or request.

• Supply goods or services to us.

Automatically through our website

We may collect technical and website-usage information through:

• Essential cookies.

• Optional analytics cookies.

• Website logs.

• Security and fraud-prevention technologies.

• Similar website technologies.

Further details are provided in the Cookies section of this Privacy Policy and through our website’s cookie settings.

From third parties

We may receive information from:

• Payment providers.

• Banks and finance providers.

• Courier companies, pallet networks and delivery providers.

• Our website and ecommerce platform.

• Analytics and website-service providers.

• Review platforms.

• Social-media platforms where you contact or interact with us.

• Accountants, legal advisers or insurers.

• Fraud-prevention or identity-verification providers, where necessary.

• Another person placing an order or making an enquiry on your behalf.

• Publicly available sources where appropriate and lawful.

6. How and Why We Use Your Information

We only use personal information where we have a lawful basis.

6.1 Enquiries and quotations

We use your information to:

• Respond to enquiries.

• Discuss your requirements.

• Prepare quotations.

• Assess whether we can manufacture or supply a requested product.

• Provide pre-contractual information.

• Communicate about proposed orders.

Lawful basis: Taking steps at your request before entering into a contract and, where appropriate, our legitimate interests in responding to business enquiries and maintaining effective customer communication.

6.2 Processing and fulfilling orders

We use your information to:

• Accept and process orders.

• Take or confirm payment.

• Manufacture or source products.

• Confirm product specifications.

• Arrange collection or delivery.

• Send order and dispatch updates.

• Provide receipts, invoices and order confirmations.

• Contact you where there is an issue with an order.

• Provide after-sales support.

Lawful basis: Performance of our contract with you and taking steps at your request before entering into a contract.

If you do not provide the information required to process your order, we may be unable to enter into or fulfil the contract.

6.3 Payments and fraud prevention

We may use relevant information to:

• Process and verify payments.

• Prevent fraudulent transactions.

• Investigate suspicious activity.

• Protect our customers, website and business.

• Recover money lawfully owed to us.

Lawful basis: Performance of a contract, compliance with legal obligations and our legitimate interests in preventing fraud, protecting transactions and recovering debts.

6.4 Delivery and collection

We use relevant information to:

• Calculate delivery costs.

• Book courier or pallet services.

• Provide delivery addresses and contact details to carriers.

• Provide relevant delivery instructions.

• Track deliveries.

• Investigate delays, loss or damage.

Lawful basis: Performance of our contract with you and our legitimate interests in administering and evidencing deliveries.

6.5 Customer service, complaints and warranties

We use information to:

• Answer customer-service questions.

• Investigate complaints.

• Handle damaged, faulty or incorrect product reports.

• Arrange replacements, repairs or refunds where appropriate.

• Maintain evidence of communications and decisions.

• Establish, exercise or defend legal claims.

Lawful basis: Performance of a contract, compliance with legal obligations and our legitimate interests in managing complaints, maintaining accurate records and protecting our legal position.

6.6 Legal, accounting and regulatory requirements

We use and retain relevant information to:

• Maintain accounting and tax records.

• Issue invoices and credit notes.

• Respond to lawful requests from regulators, courts or public authorities.

• Comply with consumer-protection, tax, accounting and other legal obligations.

• Establish, exercise or defend legal claims.

Lawful basis: Compliance with legal obligations and our legitimate interests in managing and protecting the business.

6.7 Website operation and security

We use technical information to:

• Operate our website.

• Keep the website and checkout secure.

• Detect technical problems.

• Prevent misuse, fraud and cyberattacks.

• Maintain website availability and performance.

• Understand and resolve errors.

Lawful basis: Our legitimate interests in operating a secure and effective website. Where cookies or similar technologies legally require consent, we rely on your consent.

6.8 Analytics and service improvement

Where permitted, we may use website and customer information to:

• Understand how visitors use the website.

• Identify popular products and pages.

• Improve website navigation and performance.

• Improve our goods, customer service and business processes.

• Measure the effectiveness of business communications.

Where analytics use non-essential cookies or similar technologies, these will only be used where the required consent has been obtained.

Lawful basis: Your consent where required and our legitimate interests in understanding and improving our business where consent is not legally required.

6.9 Direct marketing

Where legally permitted, we may use your contact details to send information about:

• Products.

• Product launches.

• Special offers.

• Relevant business updates.

• Events or services that may interest you.

For electronic marketing to individual customers, sole traders and certain partnerships, we will normally rely on:

• Your consent; or

• The existing-customer “soft opt-in,” where legally available.

Where the soft opt-in applies, marketing will only relate to our own similar products or services, and you will have been given a clear opportunity to opt out when your details were collected and in every subsequent message.

You can unsubscribe at any time by:

• Using the unsubscribe option in the communication.

• Emailing sales@maclofts.co.uk.

• Calling 0330 043 9820.

We may retain a minimal suppression record after you unsubscribe so that we can respect your request and avoid contacting you again for marketing.

Lawful basis: Consent or, where legally permitted, our legitimate interests in promoting our own relevant products and services. We also comply with the Privacy and Electronic Communications Regulations.

We do not sell your personal information to third parties for marketing.

6.10 Reviews, photographs and testimonials

Where you voluntarily submit a review or feedback, we may use it to:

• Understand customer experiences.

• Improve our products and services.

• Respond to the review.

• Publish or share the review in connection with our business.

We will obtain appropriate permission before using identifiable customer photographs or detailed testimonials for promotional purposes where permission is required.

Lawful basis: Our legitimate interests in receiving and publishing genuine customer feedback, and consent where appropriate.

7. Our Legitimate Interests

Where we rely on legitimate interests, those interests may include:

• Responding to customers and prospective customers.

• Operating and improving our business.

• Providing effective customer support.

• Maintaining accurate order and communication records.

• Protecting customers, transactions and our website.

• Preventing fraud, misuse and security incidents.

• Managing complaints and disputes.

• Recovering unpaid sums.

• Understanding demand for our products.

• Improving our website, products and customer service.

• Establishing, exercising or defending legal claims.

• Promoting our own relevant products where legally permitted.

We consider whether using personal information is necessary for these purposes and balance our interests against the individual’s rights, expectations and possible impact.

We only use information that is reasonably necessary, restrict access to it, maintain appropriate security and do not use it in ways that customers would not reasonably expect.

You have the right to object to processing based on legitimate interests. Your right to object to the use of your information for direct marketing is absolute.

8. Who We Share Personal Information With

We may share relevant information with carefully selected organisations where necessary, including:

• Website hosting and ecommerce providers.

• Payment processors, banks and finance providers.

• Courier companies, pallet networks and delivery providers.

• IT, email, cloud-storage and cybersecurity providers.

• Website analytics and cookie-management providers.

• Accountants, bookkeepers, tax advisers and auditors.

• Solicitors, debt-recovery providers and other professional advisers.

• Insurers and insurance representatives.

• Product suppliers and manufacturing partners where required to fulfil an order.

• Independent loft builders or service providers where you specifically request or authorise an introduction.

• Review and feedback platforms.

• Social-media platforms where you interact with us.

• Government bodies, courts, regulators, law-enforcement organisations or other authorities where legally required.

• A prospective purchaser or successor if the business, or part of it, is sold, transferred or reorganised.

We only provide the information reasonably required for the relevant purpose.

Service providers acting on our behalf are required to protect personal information and use it only in accordance with our instructions and applicable law.

Some third parties, including payment providers, delivery providers and finance providers, may act as independent controllers. Their use of your information will also be governed by their own privacy policies.

We do not sell or rent your personal information.

9. International Transfers

Some of our website, payment, communications, analytics, cloud-storage or technical service providers may process information outside the United Kingdom.

Where this involves a restricted transfer of personal information, we will take reasonable steps to ensure that an appropriate legal transfer mechanism is used. This may include:

• UK adequacy regulations.

• The United Kingdom International Data Transfer Agreement.

• The United Kingdom Addendum to approved standard contractual clauses.

• Another appropriate safeguard or legally permitted exception.

You may contact us for further information about the safeguards used for relevant international transfers.

10. Cookies and Similar Technologies

Cookies are small files stored on your device when you visit a website.

Our website may use:

Strictly necessary cookies

These are required to:

• Operate the website.

• Maintain security.

• Remember shopping-basket contents.

• Process checkout activity.

• Remember privacy and cookie choices.

These cookies do not generally require consent because the website cannot function properly without them.

Preference cookies

These remember choices you make, where applicable, to improve your experience.

Analytics cookies

These help us understand website traffic, visitor behaviour and website performance.

Marketing cookies

Where used, these may help measure advertising or show relevant content.

Where consent is legally required, analytics, preference or marketing cookies will not be placed until you provide consent.

You can accept, reject or change your choices through the website’s cookie banner or cookie settings. You can also control cookies through your browser, although disabling essential cookies may prevent parts of the website or checkout from working correctly.

Your cookie choices do not remove personal information already lawfully collected before you changed those choices.

11. How Long We Retain Information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting, tax, contractual and reporting requirements.

Our usual retention periods are:

Enquiries and quotations that do not become orders

Normally retained for up to two years after the last meaningful contact, unless a longer period is required because of an ongoing dispute, potential order or legal issue.

Orders, invoices, payment and delivery records

Normally retained for at least the period required by tax and accounting law and generally for up to six years after the end of the relevant financial or tax period.

Bespoke product specifications and measurements

Normally retained with the related order record where required to evidence what was requested, manufactured and supplied.

Customer-service and complaint records

Normally retained for up to six years after the matter is concluded, depending on the nature of the issue and the possibility of a legal claim.

Marketing information

Retained until you withdraw consent, unsubscribe or object, or until we determine that the information is no longer accurate or useful.

We may retain a minimal suppression record for longer so that we can continue to respect an unsubscribe or objection request.

Website and technical records

Retained for periods appropriate to website security, performance and analytics. Specific cookie durations may be shown through the website’s cookie settings.

Supplier and business records

Normally retained for the duration of the relationship and for up to six years afterward, where required for legal, accounting or contractual purposes.

We may retain information for longer where:

• A complaint, dispute or legal claim is ongoing or reasonably anticipated.

• The law requires a longer period.

• A regulator, court or public authority requires it.

• It is needed to prevent fraud or misuse.

When information is no longer required, it will be securely deleted, destroyed or anonymised.

12. How We Protect Personal Information

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

• Accidental loss.

• Unauthorised access.

• Misuse.

• Alteration.

• Disclosure.

• Destruction.

Measures may include:

• Secure website connections.

• Password and access controls.

• Restricted access to business systems.

• Security updates.

• Secure payment processing.

• Appropriate backups.

• Staff and contractor confidentiality requirements.

• Appropriate arrangements with service providers.

No internet transmission or storage system can be guaranteed to be completely secure. However, we take reasonable steps to reduce security risks and respond appropriately to suspected incidents.

Where legally required, we will notify affected individuals and the Information Commissioner’s Office of a personal-data breach.

13. Children’s Information

Our website and products are not specifically directed at children under 16.

We do not knowingly seek to collect unnecessary personal information from children. Where a person under 16 wishes to place an order or provide personal information, we recommend that a parent or guardian assists them.

If you believe that a child has provided personal information to us inappropriately, please contact us.

14. Your Data-Protection Rights

Depending on the circumstances, you may have the following rights:

Right of access

You may ask whether we hold personal information about you and request a copy of that information.

Right to rectification

You may ask us to correct inaccurate information or complete incomplete information.

Right to erasure

You may ask us to delete personal information in certain circumstances.

This right is not absolute. We may need to retain information to comply with legal obligations or establish, exercise or defend legal claims.

Right to restriction

You may ask us to restrict how we use your information in certain circumstances.

Right to object

You may object to processing based on legitimate interests because of your particular circumstances.

You may object to direct marketing at any time. If you object to direct marketing, we will stop using your information for that purpose.

Right to data portability

Where applicable, you may request certain information you provided to us in a structured, commonly used and machine-readable format or ask us to transfer it to another controller.

Right to withdraw consent

Where we rely upon consent, you may withdraw it at any time.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

Rights relating to automated decision-making

You may have rights relating to decisions made solely by automated means that have legal or similarly significant effects.

We do not currently use personal information to make solely automated decisions of this kind.

Right to complain

You have the right to complain to us about how we collect or use your personal information. You also have the right to complain to the Information Commissioner’s Office.

15. Exercising Your Rights

To exercise a data-protection right, contact us using:

Email: sales@maclofts.co.uk

Telephone: 0330 043 9820

Post:
M.A.C. Lofts Pigeon Products
Old Inglis Joinery
1 Main Street
Reston
TD14 5JS
United Kingdom

Please provide enough information for us to understand and respond to your request.

We may request reasonable evidence of identity where necessary to protect your information from unauthorised disclosure.

You will not normally be charged a fee. However, the law may permit a reasonable fee or allow us to refuse a request where it is manifestly unfounded or excessive.

We will respond without undue delay and normally within one month. In certain circumstances, the response period may be extended where a request is complex or several requests have been made. We will tell you where an extension applies.

16. Data-Protection Complaints

You may complain to us if you believe that we have not handled your personal information correctly or have failed to comply with data-protection law.

Complaints can be made by email, telephone or post using the contact details in this Privacy Policy.

We will:

• Provide an accessible way for you to make a complaint.

• Acknowledge receipt of a data-protection complaint within 30 days.

• Take appropriate steps to investigate it.

• Respond without undue delay.

• Explain the outcome of our investigation.

• Tell you about your right to raise the matter with the Information Commissioner’s Office.

Where possible, please include:

• Your name and contact details.

• A clear explanation of your concern.

• Relevant dates, order numbers or correspondence.

• What you would like us to do to resolve the matter.

17. Complaints to the Information Commissioner’s Office

We would appreciate the opportunity to address your concern first. However, you may complain directly to the Information Commissioner’s Office at any time.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Further information and the ICO’s complaint service are available through the Information Commissioner’s Office website.

18. Third-Party Websites

Our website may include links to websites, services or platforms operated by third parties.

We do not control those third parties and are not responsible for their privacy practices. You should review the privacy information provided by the relevant third party before submitting personal information to them.

19. Changes to This Privacy Policy

We may update this Privacy Policy to reflect:

• Changes to our business.

• Changes to our website or services.

• Changes to the organisations we work with.

• Changes to the law or regulatory guidance.

The latest version will be published on our website with the date it was last updated.

Where a change materially affects how we use personal information, we will take reasonable steps to bring the change to the attention of affected individuals where appropriate.

20. Contact Us

Questions, requests or complaints about this Privacy Policy or our use of personal information should be directed to:

M.A.C. Lofts Pigeon Products

Email: sales@maclofts.co.uk

Telephone: 0330 043 9820

Postal address:
Old Inglis Joinery
1 Main Street
Reston
TD14 5JS
United Kingdom