Privacy notice
In short: we use your details to answer your enquiry and to look after your stairlift. We do not sell them, we do not use them for marketing, and this website only measures visits if you allow it.
Privacy notice
Last updated 5 October 2026
1 Who we are
Direct Stairlifts Ltd is the controller of the personal information described in this notice. We are registered in England and Wales, company number 06399145, with our registered office at 32 Main Street, Lambley, Nottingham, NG4 4PN.
You can reach us on 0800 530 0025 or at enquiries@directstairlifts.co.uk, or by writing to us at our registered office.
We have not appointed a data protection officer, as a company of our size and activities is not required to. Questions about your information are dealt with by our director, John Kay, at john.kay@directstairlifts.co.uk.
2 What personal information we collect
Through the enquiry form on our contact page we collect your name, your telephone number, your email address, what your enquiry is about and the details you give us about your staircase and what you need. If you give it, we also collect the address of the property where a stairlift is, or would be, installed.
If you telephone or email us instead, we hold whatever you tell us in that conversation, and our records of the survey, installation, service or repair work that follows.
We do not ask for special category information such as details of your health. You may sometimes choose to tell us about a mobility need so that we can advise you properly, and where you do, we use it only to answer your enquiry.
If you accept analytics cookies, Google Analytics collects information about how this website is used, such as the pages visited and how people arrived at them. Section 11 explains this.
3 Why we use it, and our lawful basis for each purpose
- Responding to your enquiry
- Lawful basis: legitimate interests. Our interest is in answering a request you have chosen to send us, including a short email confirming that it has reached us. We cannot reply without your contact details.
- Arranging and carrying out a survey, installation, service or repair
- Lawful basis: performance of a contract with you, or steps taken at your request before entering into one.
- Keeping records of work carried out on your stairlift
- Lawful basis: legitimate interests, and legal obligation where accounting or product safety rules apply. Our interest is in being able to service and repair a lift we know the history of.
- Understanding how this website is used
- Lawful basis: consent, given by accepting analytics cookies. Nothing is measured if you do not.
We do not use your details for marketing. There is no mailing list, and submitting an enquiry does not sign you up to anything.
4 Whether you have to give us your information
Giving us your information is neither a statutory nor a contractual requirement. It is your choice. The practical consequence of not giving us your name and a telephone number is that we cannot reply to an enquiry or arrange a visit.
5 Who we share it with
We do not sell personal information, and we do not share it for anyone else’s marketing.
We use a small number of service providers who process information only on our instructions: the company that hosts this website, our email provider, and the accounting software we use to raise quotations and invoices. If you accept analytics cookies, Google provides the analytics service. They may not use your information for their own purposes.
Where an installation needs a component ordered in, we pass on only what is needed to supply and deliver it. We do not pass your details to anyone for any other reason.
We may also share information where we are required to by law, or where it is necessary to establish or defend a legal claim.
6 Whether your information leaves the UK
We keep your information in the UK wherever we can. Some of the providers described above, including Google if you accept analytics cookies, run their services on infrastructure outside the UK, so your information may be stored or backed up in another country.
Where that happens, we rely on the safeguards UK data protection law allows: either the country has been recognised by the UK government as offering adequate protection, or the provider is bound by the International Data Transfer Agreement or the UK Addendum to the Standard Contractual Clauses. You can ask us which applies to a particular provider.
7 How long we keep it
Enquiries sent through this website, and the contact record created with them, are deleted automatically 24 months after they are received, unless you have since become a customer.
Where we survey, install, service or repair a lift, we keep the record of that work for six years after the last visit. That is the period accounting rules require, and it is also how we know the history of a lift we may be asked to repair years later.
If you would like us to delete your details sooner, ask us and we will, unless we are required to keep something for one of the reasons above.
8 How we keep it safe
We limit access to customer information to the people who need it to do their work, and we expect the same of our providers.
Customer records are held in password-protected systems rather than in open files, the devices we use are protected by a passcode, and paper notes taken during a survey or a visit are transferred to those systems and then disposed of securely.
This website is served over an encrypted connection, so anything you send through the enquiry form is protected in transit.
9 Automated decisions and profiling
We do not make any decision about you by automated means, and we do not profile you. Every recommendation about your staircase is made by a person who has surveyed it.
10 Your rights
Under data protection law you have the right to:
- ask for a copy of the personal information we hold about you;
- ask us to correct anything that is wrong or incomplete;
- ask us to delete information where there is no good reason for us to keep it;
- ask us to restrict how we use it while a concern is looked into;
- object to our use of it where we rely on legitimate interests;
- ask us to transfer it to you or to another organisation, where we rely on consent or a contract and hold it electronically.
To exercise any of these, telephone us or email enquiries@directstairlifts.co.uk. We will respond within one month. We will not charge you, and we will not treat you any differently for asking.
Where we rely on your consent, as we do for analytics cookies, you can withdraw it at any time, and that will not affect anything done beforehand.
12 Complaints
If you are unhappy with how we have handled your information, please tell us first so that we have the chance to put it right.
You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection, at ico.org.uk/make-a-complaint (opens in a new tab) or on 0303 123 1113.