SolarFrame Direct Limited (“SolarFrame”, “we”, “us” or “our”) is committed to protecting your privacy and handling your personal information fairly, lawfully and transparently.
This Privacy Policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it, and the rights available to you.
SolarFrame Direct Limited is the controller of the personal information described in this Privacy Policy.
Company number: 06990167
Address: SolarFrame Direct Limited, Unit 3, Davey Road, Fields End Business Park, Goldthorpe, Rotherham, South Yorkshire, S63 0JF
Email: info@solarframe-direct.co.uk
Telephone: 0800 625 0000
This Privacy Policy applies to personal information we collect through our website, over the telephone, by email, SMS or WhatsApp, in our showrooms, during home visits and surveys, through our quotation and contracting process, and through other interactions you have with SolarFrame.
1. The personal information we collect
The personal information we collect will depend on how you interact with us.
Enquiries, quotations and brochure requests
We may collect:
- your name and title;
- postal address and postcode;
- email address;
- telephone or mobile number;
- the products or services you are interested in;
- information about your property and proposed home-improvement project;
- how you heard about SolarFrame;
- your preferred method of contact;
- information you provide in an enquiry, quotation request or other communication; and
- your marketing preferences.
If you request a design consultation, survey or quotation, we may also collect information relating to your property, including measurements, photographs, plans, access information and information relevant to the work you are considering.
Where relevant to your project, information you or our surveyors provide may occasionally include details about your health, mobility or accessibility needs (for example, where these affect site access or installation requirements). Where we process this type of information, we do so only where necessary to plan and deliver your project safely, and our lawful basis for processing this special category information is that it is necessary to fulfil our contract with you and you have volunteered this information specifically for accessibility planning.
Customers
If you purchase products or services from SolarFrame, we may also collect:
- order and contract information;
- installation and project information;
- signatures and correspondence;
- payment and transaction information;
- information relating to warranties, guarantees and aftercare;
- records of complaints or customer-service enquiries; and
- other information necessary to fulfil our contract with you and provide ongoing customer service.
Payment information
Where you make a card payment, your card payment is handled through our payment-services provider, takepayments Limited (“Take Payments”), together with the organisations involved in processing the card transaction.
SolarFrame does not store your full payment-card details.
We may retain information relating to the transaction, such as the amount paid, payment date, transaction or payment reference and information required for our accounting and customer records.
Where card details are provided over the telephone, call recording is stopped while those card details are being taken.
Finance applications
SolarFrame is authorised and regulated by the Financial Conduct Authority as a credit broker and not a lender.
Where finance is available, credit is provided by Mitsubishi HC Capital UK PLC, trading as Novuna.
If you ask us about finance or choose to apply for finance, we may process information necessary to provide our credit-broking services, explain the finance option available and introduce you to Mitsubishi HC Capital UK PLC.
Mitsubishi HC Capital UK PLC will process information relating to your finance application in accordance with its own privacy information and, as lender, may carry out creditworthiness, identity, fraud-prevention and affordability checks.
SolarFrame does not make finance or lending decisions. These decisions are made by the finance provider.
Communications with us
When you contact us, we may keep records of our communications with you, including communications by telephone, email, SMS and WhatsApp.
Telephone calls may be recorded for staff training and development and for monitoring and improving the quality of our customer service.
Call recordings are retained for up to six months and access is restricted to authorised personnel.
Where calls are recorded, callers are informed through an appropriate recorded message. This notification is provided for calls received through both our main switchboard and direct-dial telephone numbers.
If you communicate with us through WhatsApp, we may process:
- your mobile telephone number;
- your WhatsApp name and profile information that you make available;
- the content of messages exchanged with us;
- photographs, documents or other files that you send to us; and
- information about the timing and status of communications.
Please avoid sending sensitive personal information through WhatsApp unless it is necessary for us to deal with your enquiry or provide our services.
SolarFrame’s WhatsApp Business communications are connected and managed through Klaviyo and Meta/WhatsApp. This means that information associated with WhatsApp communications, including contact details, messaging preferences, message content and related communication data, may be processed by Klaviyo, Meta companies and their service providers for the purpose of providing and supporting the messaging service.
Website and technical information
When you use our website, we may automatically collect technical information including:
- your IP address;
- browser type and version;
- device and operating-system information;
- approximate location derived from your IP address;
- pages visited and links selected;
- date and time of visits;
- referral information; and
- cookie and similar technology identifiers.
We use this information to operate and secure our website, understand how it is used and, where the necessary consent or other legal permission applies, measure and improve our marketing.
Further information is provided in our Cookie Policy.
Marketing preferences
We keep information about whether you have agreed to receive marketing from us, which communication channels may be used and whether you have subsequently opted out.
We may retain limited suppression information after you opt out so that we can ensure we do not contact you again for marketing through a channel from which you have unsubscribed.
2. How we obtain your personal information
We normally obtain personal information directly from you, including when you:
- complete a form on our website;
- request a quotation or brochure;
- contact us by telephone, email, SMS or WhatsApp;
- visit one of our showrooms;
- arrange a home consultation or survey;
- purchase products or services;
- make a payment;
- apply for finance;
- enter a promotion or competition;
- make a complaint; or
- interact with our customer-service or aftercare teams.
We may also obtain personal information through lead forms that SolarFrame operates on third-party platforms such as Meta, including Facebook and Instagram.
SolarFrame’s Meta lead forms link to our Privacy Policy and explain the intended contact resulting from the form. Where the purpose for which the information is collected changes, we update the information shown with the relevant lead form.
From time to time, we may also obtain contact and enquiry information from third-party lead-generation companies. The organisations we use may change depending on our business and marketing requirements.
We use purchased lead information only for telephone contact where we have satisfied ourselves that the information was collected for that purpose.
Before using purchased telephone leads, we carry out appropriate checks concerning how the information was obtained and whether the telephone numbers may lawfully be contacted.
We also screen telephone-marketing information against the Telephone Preference Service (“TPS”) and our own suppression or do-not-call records as appropriate.
Where purchased lead information continues to be used, TPS screening is refreshed as necessary to ensure that our screening remains current.
Where we obtain personal information from another organisation rather than directly from you, we will take appropriate steps to tell you where your information came from and provide the privacy information required by law.
We retain a record of the source of purchased lead information, including the lead-generation company that supplied the lead, so that we can identify where the information came from and provide that information to the individual where required.
We may also obtain information from other organisations where necessary to deliver our products or services, including our finance provider, suppliers, contractors and other organisations involved in your project.
3. How and why we use your personal information
Data-protection law requires us to have a lawful basis for using personal information. The lawful basis will depend on what we are doing with your information.
Responding to enquiries and preparing quotations
We use your information to respond to enquiries, assess whether we can provide the products or services you require, arrange consultations or surveys and prepare quotations.
Our lawful basis is normally that the processing is necessary to take steps at your request before entering into a contract with you.
In some circumstances we may also rely on our legitimate interests in responding to and managing business enquiries.
Providing our products and services
We use customer information to:
- manage your order;
- manufacture, supply and install products;
- arrange appointments and site visits;
- process payments;
- communicate with you about your project;
- provide warranties and guarantees; and
- provide aftercare and customer service.
Our lawful basis is normally the performance of our contract with you.
We may also process information where necessary to comply with legal obligations or for our legitimate interests in managing our business, protecting our legal rights and providing effective customer service.
Planning permission, building regulations, certification and related services
Where applicable to your project, we may use and share relevant information in order to arrange or assist with planning applications, building-regulation requirements, certification, insurance-backed guarantees or other services connected with your installation.
Our lawful basis will normally be performance of our contract with you, compliance with a legal obligation and/or our legitimate interests in properly delivering and documenting your project.
The specific organisations involved can vary from project to project. Where we need to share personal information with a third party to support matters such as planning permission, building control, certification or related project requirements, we will tell you which organisation will receive your personal information before the relevant disclosure is made, where appropriate. This may include a local authority, building-control provider or other specialist body appointed in connection with your project.
Finance and credit broking
SolarFrame Direct Limited is authorised and regulated by the Financial Conduct Authority as a credit broker (Firm Reference Number: 747702), and not as a lender. You can check our authorisation on the Financial Services Register at register.fca.org.uk.
Where you ask us about finance, we may use your information to provide credit-broking services and introduce you to Mitsubishi HC Capital UK PLC, trading as Novuna, which is the lender.
Our lawful basis may include taking steps at your request before entering into a finance arrangement, complying with our legal and regulatory obligations and our legitimate interests in administering our credit-broking activities.
Mitsubishi HC Capital UK PLC is responsible for the finance and lending decisions it makes and for the processing it carries out as lender. It provides its own privacy information in relation to finance applications and agreements.
Telephone call recording
We may record telephone calls for staff training and development and for monitoring and improving the quality of the customer service we provide.
Our lawful basis for this processing is our legitimate interests in ensuring that our staff are appropriately trained and that customers receive a consistent and appropriate standard of service.
Call recordings are retained for up to six months.
Where a customer provides payment-card details over the telephone, call recording is stopped while those details are being provided.
Leads obtained from other organisations
We may occasionally obtain prospective-customer information from third-party lead-generation organisations.
Before using such information, we take reasonable steps to understand how the information was obtained and whether it can lawfully be used for our intended purpose.
We use purchased leads only for telephone contact and do not use purchased lead information for email, SMS or WhatsApp marketing.
We screen telephone information against relevant preference and suppression records, including the TPS, and respect any objection or request not to receive further marketing calls.
Where required, we will tell you that we obtained your information from another organisation and provide access to our privacy information.
Our lawful basis for processing personal information for most live telephone marketing will normally be our legitimate interests, provided that our interests are not overridden by your rights and interests and the requirements applying to telephone marketing have been met.
Customer service, complaints and legal claims
We may use your information to handle enquiries, aftercare matters, warranty claims and complaints and to establish, exercise or defend legal claims.
Our lawful basis may be performance of our contract, compliance with a legal obligation or our legitimate interests in managing complaints and protecting our legal rights.
Fraud prevention, security and business administration
We may process personal information where necessary to protect SolarFrame, our customers, employees and systems against fraud, misuse, security threats and other unlawful activity.
We may also process information for internal administration, auditing and the management or restructuring of our business.
Our lawful basis is normally our legitimate interests and, where applicable, compliance with a legal obligation.
Website operation and analytics
We use technical information to operate, maintain and secure our website and to understand how visitors use it.
Where cookies or similar technologies require consent, we will obtain that consent before using them.
Please see our Cookie Policy for further information.
4. Email, SMS, telephone, postal and WhatsApp marketing
We may from time to time tell you about SolarFrame products, services, promotions, events, home-improvement information and special offers.
Marketing may be sent by post, email, SMS, telephone or WhatsApp only where we are permitted to do so.
The rules that apply depend on the communication method, our relationship with you, the circumstances in which we obtained your details and your marketing preferences.
Prospective customers
Where a prospective customer has not purchased from SolarFrame, we may use their details for email and/or SMS marketing for up to 12 months, provided that we have the legal permission required for the relevant communication.
After this period, prospective customers who have not purchased from us are made inactive for those digital marketing channels unless they subsequently provide a new permission or otherwise re-engage with us in circumstances that permit further marketing.
After the 12-month active digital-marketing period ends, we may retain the underlying enquiry record in our CRM for up to three years from the last substantive enquiry or interaction. We retain this history so that, if you contact us again, we can understand our previous dealings with you, avoid unnecessary repeat visits or measurements where appropriate, and retain relevant site or access information that may be needed to plan a safe future visit.
Existing customers
We may retain appropriate customer and project information for the duration necessary to provide our products and services, administer warranties and guarantees and provide aftercare.
Depending on the product and applicable warranty or guarantee, this may be for up to 20 years.
The fact that we retain customer information for warranty, guarantee or aftercare purposes does not mean that we will necessarily use that information for marketing throughout the same period.
We may send existing customers marketing where it remains lawful and appropriate to do so.
For marketing by email or SMS, we will only send communications where you have given the necessary consent or where the legal requirements of the existing-customer “soft opt-in” are satisfied. Where we rely on the soft opt-in, we give you a clear opportunity to refuse email and SMS marketing when we collect your details and include a simple opportunity to opt out in subsequent marketing messages.
Where we rely on the soft opt-in, marketing is limited to SolarFrame’s own products and services that are similar to those you originally purchased or enquired about and that you could reasonably expect to hear about from us.
For live telephone marketing, we will respect your marketing preferences and our own suppression records and screen numbers against the Telephone Preference Service (“TPS”) where required. A TPS registration is not treated as overridden merely because someone is an existing customer; marketing calls to a TPS-registered number will only be made where the person has specifically told us that they agree to receive such calls from SolarFrame.
We may also send marketing by post where we have an appropriate lawful basis to do so.
We periodically review older customer marketing records to assess whether continued marketing remains appropriate, taking account of the age of our relationship with you, your recent interactions and engagement, your marketing preferences and applicable legal requirements.
Your marketing choices
Where consent is required, we will ask you to make a clear choice about the marketing communication channels you are happy for us to use.
You can object to direct marketing at any time.
You can unsubscribe from email marketing using the unsubscribe facility included in our marketing emails.
You can also ask us to stop marketing by contacting us or, in the case of WhatsApp or SMS communications, by replying and asking us to stop.
We maintain appropriate suppression records so that your marketing preferences continue to be respected.
Opting out of marketing will not prevent us from sending communications that are necessary to respond to your enquiry, fulfil a contract, arrange an installation, provide customer service or deal with an account, payment, warranty, guarantee or legal matter.
5. WhatsApp Business
SolarFrame uses WhatsApp Business, managed via Klaviyo, as a convenient way to communicate with customers and prospective customers. We may use WhatsApp to:
- respond to an enquiry you make;
- discuss a quotation;
- arrange consultations, surveys or appointments;
- communicate about an order or installation;
- provide customer service or aftercare; and
- where legally permitted and in accordance with your marketing preferences, send marketing communications.
If you contact SolarFrame through WhatsApp, ask us to contact you using WhatsApp, or have otherwise agreed to receive permitted WhatsApp communications from us, we will use the information exchanged through WhatsApp for the relevant purpose.
We use Klaviyo to manage our marketing and customer communications, including messages sent via WhatsApp. Klaviyo processes customer information on our behalf in connection with the messaging and marketing services we configure. Where WhatsApp is used as the delivery channel, WhatsApp (Meta) also acts as our processor for message data sent via the WhatsApp Business service, processing it only on our instructions under WhatsApp's Business Data Processing Terms. These services may process information such as your contact details, messaging preferences, message content and communication events.
Use of Klaviyo and WhatsApp may involve personal information being processed outside the United Kingdom, including in the United States — see Section 7 (International transfers) for the safeguards that apply.
Using WhatsApp is optional. If you prefer not to communicate with us through WhatsApp, you can ask us to contact you by another available method.
6. Who we share your information with
We do not sell or rent your personal information.
We may share personal information where reasonably necessary with organisations including:
- website, hosting, IT and communications providers, including Klaviyo, where it provides messaging, marketing automation and related services;
- takepayments Limited and organisations involved in processing card payments;
- Mitsubishi HC Capital UK PLC, trading as Novuna, where you ask us about or apply for finance;
- contractors, installers, surveyors and suppliers involved in delivering your project;
- local authorities, building-control providers, certification bodies, warranty or insurance organisations and other specialist bodies where relevant to your project; where appropriate, we will tell you the specific organisation before your personal information is shared;
- professional advisers such as accountants, auditors, insurers and legal advisers;
- Meta/WhatsApp and other communications, analytics and advertising providers where applicable and where the necessary legal permission has been obtained;
- regulators, law-enforcement agencies, courts and other authorities where required by law; and
- potential purchasers or advisers in connection with a sale, restructuring or transfer of all or part of our business.
When we use organisations to process personal information on our behalf, we require appropriate contractual and security arrangements.
Some organisations to which we disclose information, including Mitsubishi HC Capital UK PLC as lender, may process your personal information as independent controllers and provide their own privacy information.
7. International transfers
Some of the organisations and technology services we use may process personal information outside the United Kingdom.
Where personal information is transferred to a country outside the UK, we will ensure that the transfer is permitted under UK data-protection law.
Depending on the destination and recipient, this may include relying on UK adequacy regulations or using approved contractual safeguards or another lawful transfer mechanism.
You may contact us if you would like further information about the safeguards applicable to a particular transfer.
Klaviyo self-certifies under the Data Privacy Framework, including the UK Extension, and relies on this as its primary transfer mechanism, with the UK Addendum to the EU Standard Contractual Clauses as a fallback where the Data Privacy Framework cannot be relied on. Klaviyo's current Data Processing Agreement is available at https://www.klaviyo.com/legal/data-processing-agreement.
WhatsApp (Meta) acts as our processor for message data sent via the WhatsApp Business service. Depending on our contracting entity, this transfer is governed by the WhatsApp Business UK Data Transfer Addendum or the WhatsApp Business Data Transfer Addendum, incorporated into WhatsApp's Business Data Processing Terms, available at https://www.whatsapp.com/legal/business-data-processing-terms.
8. How long we keep personal information
We do not keep personal information for longer than we reasonably need it.
How long information is retained depends on why it was collected, our relationship with you and any legal, accounting, regulatory, warranty, guarantee, insurance or dispute-resolution requirements that apply.
Our current retention approach includes the following:
Prospective customers
Information used for email and SMS marketing relating to prospective customers who have not purchased from SolarFrame is normally kept active for those marketing purposes for no more than 12 months.
After that period, those communication channels are made inactive unless there is a lawful basis for renewed contact.
The underlying enquiry record may remain identifiable in our CRM for up to three years from the last substantive enquiry or interaction. This allows us to understand our previous dealings with you if you return for a later quotation, avoid unnecessary repeat visits or measurements where appropriate, and retain relevant site or access information that may be needed to plan a safe future visit.
Customers, installations, warranties and guarantees
We retain appropriate information relating to customers, purchases, installations, warranties, guarantees and aftercare for as long as reasonably necessary to fulfil our obligations to the customer and to administer the applicable warranty or guarantee.
Depending on the product and the applicable warranty or guarantee, relevant records may therefore be retained for up to 20 years. Retention is linked to the length of the applicable warranty or guarantee for the specific product installed. Where a product's guarantee period is 20 years, we retain the associated records for that period.
We do not need to retain every item of information originally collected for the whole of that period. The information retained should remain appropriate to the purpose for which it is required.
Payment and accounting information
We retain transaction, invoice, accounting and related information for as long as required to meet our contractual, accounting, tax and legal obligations.
Full payment-card details are not retained by SolarFrame.
Telephone recordings
Telephone call recordings used for training, development and quality-monitoring purposes are retained for up to six months.
Customer communications
Email, SMS, WhatsApp and other customer correspondence may be retained for as long as reasonably necessary to manage the relevant enquiry, order, installation, customer-service issue, warranty, guarantee, complaint or legal matter.
Relevant communications relating to the products and services we provide are added to the customer record in our CRM and may be retained for the applicable customer, project, warranty or guarantee period. Messages and other communications that are not relevant to those purposes are automatically deleted after 12 months.
Marketing information
We retain marketing information only for as long as it remains necessary and appropriate for the relevant marketing purpose.
Marketing permissions and preferences are reviewed in light of our relationship with you, the context in which they were obtained, subsequent interactions and your reasonable expectations.
If you opt out or object to marketing, we may retain limited suppression information for as long as necessary to ensure that your preference continues to be respected.
Cookies and analytics
Retention periods relating to website cookies, analytics and similar technologies are explained in our Cookie Policy.
Complaints and legal disputes
Information relating to complaints, actual or potential legal disputes or regulatory matters may be retained for longer where reasonably necessary to establish, exercise or defend legal claims or comply with legal and regulatory obligations.
We keep our retention practices under review and securely delete or anonymise information when it is no longer required.
9. How we protect your personal information
SolarFrame uses appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, misuse, alteration, disclosure or access.
These measures include appropriate access controls, system security, staff procedures and security measures for information transmitted electronically.
However, no transmission or storage system can be guaranteed to be completely secure.
Where required by law, we will notify affected individuals and/or the Information Commissioner’s Office of a personal-data breach.
10. Your data-protection rights
Under UK data-protection law, you may have rights in relation to your personal information including:
- the right to be informed about how your information is used;
- the right to request access to your personal information;
- the right to ask us to correct inaccurate or incomplete information;
- the right to request erasure of your information in certain circumstances;
- the right to request restriction of processing in certain circumstances;
- the right to object to certain processing;
- the right to data portability where applicable; and
- rights relating to certain types of automated decision-making.
Where we rely on your consent, you can withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing that took place before it was withdrawn.
These rights are not absolute and the particular rights available to you depend on the circumstances and our lawful basis for processing.
You have an absolute right to object to the use of your personal information for direct marketing. If you object to direct marketing, we will stop using your information for that purpose.
We may need to ask for information to verify your identity before responding to certain requests.
To exercise your rights, please contact us using the details below.
11. Automated decision-making
SolarFrame does not make decisions about customers based solely on automated processing that produces legal or similarly significant effects.
Where you apply for finance, lending and finance decisions are made by Mitsubishi HC Capital UK PLC, trading as Novuna, rather than SolarFrame.
The finance provider’s own privacy information explains the processing it carries out in connection with finance applications and decisions.
12. Recommend a Friend
SolarFrame operates a customer recommendation or referral scheme.
Where a person chooses independently to recommend SolarFrame to a friend or family member, we encourage the friend or family member to contact SolarFrame directly before we use their contact details for marketing.
If we receive personal information about another person through a referral, we will only use that information where we have a lawful basis to do so and will comply with applicable direct-marketing and electronic-communications rules.
13. Cookies and similar technologies
Our website uses cookies and similar technologies.
Some technologies are necessary for the website to operate. Other technologies, including certain analytics, advertising and personalisation technologies, will only be used where the necessary consent or other applicable legal permission exists.
You can manage your choices using the cookie controls made available on our website.
For details of the cookies and similar technologies we use, their purposes, providers and retention periods, please see our Cookie Policy.
14. Links to other websites and third-party services
Our website may contain links to websites, platforms or services operated by other organisations.
Those organisations are responsible for their own processing of personal information and their privacy policies will apply when you use their services.
This includes, where applicable, finance providers, review platforms, social-media platforms and WhatsApp.
15. Data-protection complaints
If you are concerned about the way SolarFrame has handled your personal information, you have the right to make a data-protection complaint directly to us.
You can make a complaint using the contact details below.
We will acknowledge and deal with data-protection complaints in accordance with the requirements applying to us, investigate the matter appropriately and let you know the outcome.
If you remain dissatisfied, you also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data-protection regulator.
Further information about making a complaint is available from the ICO.
16. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, our services, the technology we use or applicable law.
The latest version will always be available on our website and will state the date on which it was last updated.
Where a change materially affects how we use personal information, we will take appropriate steps to bring the change to the attention of affected individuals.
17. Contact us
For questions about this Privacy Policy, to exercise your data-protection rights or to make a data-protection complaint, please contact:
SolarFrame Direct Limited, Unit 3, Davey Road, Fields End Business Park, Goldthorpe, Rotherham, South Yorkshire, S63 0JF
Email: info@solarframe-direct.co.uk
Telephone: 0800 625 0000
Last updated: 15/09/2026