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Privacy Policy

Last updated: 24 July 2026

This privacy policy explains how Smooth IT Ltd ("we", "us", "our") collects, uses and protects personal data of visitors to www.smoothit.co.uk and clients of our IT support services. We take your privacy seriously and process personal data in accordance with UK GDPR and the Data Protection Act 2018.

1. Who we are

Smooth IT Ltd is a UK-registered limited company providing IT support services to businesses. For the purposes of UK GDPR, we are the data controller for personal data we collect about website visitors and business contacts. Registered office and company number are available from Companies House.

2. What data we collect

We collect and process the following types of personal data:

  • Contact form submissions: name, business name, email address, phone number (if provided), and the content of the message you send us. Alongside the message itself, we automatically capture a small amount of technical and attribution information to help us route enquiries and understand how visitors reach us: the page the form was submitted from, the page you first arrived at on our website, the external website or search engine (if any) that referred you to us, your IP address, an approximate country derived from that IP address, and the browser user-agent string reported by your device.
  • Client business contact details: for existing clients, we hold contact information for authorised users of your account (name, business role, email address, phone number).
  • Support ticket data: when we provide support, we log the nature of the request, the actions taken, and the time spent. This may include limited personal data mentioned in the course of the support request.
  • Website analytics: anonymised usage data via Google Analytics 4 and (potentially) Microsoft Clarity — page views, referring source, approximate location (city-level), device type. This data does not identify individuals.
  • Cookies: see cookies section below.

3. Why we collect it (legal basis)

  • Contact form submissions: processed under legitimate interest (responding to your enquiry, understanding how visitors reach us, and preventing spam or abuse of the form) and, where applicable, on the basis of your consent given by completing and submitting the form.
  • Client business contact details: processed under contract (performance of our services to you) and legitimate interest (ongoing business communication).
  • Support ticket data: processed under contract, and retained as a record of work performed and invoicing.
  • Website analytics: processed under legitimate interest for improving the website. Analytics is anonymised and opt-out is available via browser settings.

4. How we store and protect data

We store personal data on our internal systems and in cloud services from established UK/EU providers. Key systems include:

  • Microsoft 365 (email, documents) — data hosted in UK and EU regions
  • ConnectWise (professional services automation — ticketing, time tracking, billing)
  • Xero or equivalent (accounting)

All systems require multi-factor authentication for staff access. We hold Cyber Essentials Plus certification and maintain our own security to the standard we recommend to our clients.

5. How long we keep it

  • Contact form submissions that don't lead to a business relationship: retained for up to 12 months for administrative purposes, then deleted.
  • Client contact details: retained for the duration of the business relationship and for 7 years after the last engagement (for tax, contractual and dispute-resolution reasons).
  • Support ticket data: retained for 7 years as part of our financial records.
  • Website analytics: retained per the retention settings in Google Analytics (typically 14 months for user-level data).

6. Who we share it with

We do not sell your personal data. We do not share it with third parties for marketing purposes.

Personal data may be shared with:

  • Our data-processing sub-contractors (email, ticketing, accounting providers listed above), who process data on our behalf under written agreements
  • Regulatory or legal authorities where required by law
  • Professional advisors (accountants, solicitors) where reasonably needed

7. Your rights

Under UK GDPR you have the following rights:

  • Right of access — to know what personal data we hold about you
  • Right of rectification — to correct inaccurate data
  • Right of erasure ("right to be forgotten") — to request deletion, subject to legal retention obligations
  • Right of restriction — to limit how we process your data
  • Right of portability — to receive your data in a machine-readable format
  • Right to object — to processing based on legitimate interest
  • Right to complain to the Information Commissioner's Office (ico.org.uk)

To exercise any of these rights, contact us via the contact form or call 0117 958 5964.

8. Personal data breaches

In the unlikely event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner's Office (ICO) without undue delay, and in any event within 72 hours of becoming aware of the breach, in accordance with UK GDPR Article 33. Where a breach is likely to result in a high risk to your rights and freedoms, we will also notify affected individuals without undue delay. For our clients, additional breach-notification commitments (including a 48-hour notification target for breaches affecting Personal Data we process on the client's behalf) are set out in our commercial terms and conditions.

9. Cookies

This website uses a minimal number of cookies:

  • Essential: required for the site to function (e.g. remembering that you've dismissed a banner)
  • Analytics: Google Analytics 4 (anonymised) to help us understand how visitors use the site

You can control cookies via your browser settings. Disabling cookies will not prevent the site from working.

10. Changes to this policy

We may update this policy from time to time to reflect changes to our practices or applicable law. The "last updated" date at the top will indicate when the policy was last revised. Material changes will be communicated to existing clients directly.

11. Contact

Questions about this policy or how we handle personal data: use our contact form or call 0117 958 5964.