1. Who we are

This Privacy Policy explains how Charterspace Limited collects, uses, stores and shares personal data.

Charterspace Limited is the data controller responsible for the personal data described in this Privacy Policy.

Company name: Charterspace Limited
Company number: 05751821
Registered office: Concord House, Nottingham Road, New Basford, Nottingham, Nottinghamshire, England, NG7 7AA
Website: https://www.charterspace.co.uk
Email: [email protected]

2. What personal data we collect and why we collect it

We may collect and process different types of personal data depending on your relationship with us and the services you use or enquire about.

This may include:

Identity data

This may include your name, title, company name, job title, date of birth where required, photographic identification, proof of address, company registration details, director or shareholder information, and other information used to verify your identity.

Contact data

This may include your postal address, billing address, email address, telephone number, mobile number, WhatsApp details and other contact details you provide to us.

Enquiry and customer data

This may include details of your enquiry, service requirements, preferred location, office or storage requirements, move-in date, budget, communications with us, notes of discussions, customer preferences, booking details, account details and customer history.

Contract and transaction data

This may include licence agreements, self storage agreements, virtual office agreements, meeting room bookings, deeds, signed documents, invoices, payment records, account balances, deposits, debt information, refunds and correspondence relating to your agreement with us.

Payment and financial data

We may process payment-related information such as billing details, payment references, direct debit details, card payment confirmations, bank transfer information, invoice details and payment status. We do not usually store full card details ourselves. Card and payment details are normally processed by third-party payment providers.

Self storage data

Where you use or enquire about self storage, we may collect information about your storage requirements, unit size, move-in and move-out dates, goods stored or intended to be stored, access records, app/fob/PIN access data, vehicle details, insurance or goods protection details, emergency contact details and related correspondence.

Serviced office, workspace and meeting room data

Where you use or enquire about serviced offices, workspace or meeting rooms, we may collect details relating to your office, workspace, meeting room bookings, access arrangements, occupiers, employees, visitors, company details, licence terms, billing and related services.

Virtual office and mail handling data

Where you use or enquire about virtual office services, we may collect identity verification documents, proof of address, company details, director or officer details, anti-money laundering and know-your-customer information where required, forwarding addresses, mail handling instructions, parcel collection information and records of mail or parcel handling.

Communications data

This may include emails, telephone calls, call recordings, SMS messages, WhatsApp messages, website form submissions, chat messages, customer service notes, CRM records, complaint records and other communications with us.

Technical and website data

This may include your IP address, browser type, device information, operating system, referral source, pages viewed, time spent on the website, form interactions, cookie identifiers, analytics data and information collected through tags, scripts, security tools and spam-prevention technologies.

Marketing data

This may include your marketing preferences, consent records, opt-in and opt-out records, email engagement, advertising interactions and communication preferences.

CCTV, security and access data

When you visit or use our locations, we may collect CCTV footage, intercom records, visitor records, access control logs, entry and exit records, door access records, alarm records, vehicle information and other security-related data.

Children’s data

Our services are not directed at children and we do not knowingly contract with children. However, children may be captured incidentally on CCTV or visitor/security records where they attend our locations with a parent, guardian, customer, visitor or contractor.

3. How we collect personal data

We may collect personal data directly from you when you:

  • visit our website;
  • submit a website form;
  • make an enquiry;
  • telephone us;
  • send us an email;
  • contact us by SMS, WhatsApp or other messaging service;
  • visit one of our locations;
  • use our self storage, serviced office, virtual office, meeting room or workspace services;
  • enter into an agreement with us;
  • make a payment;
  • provide identification or verification documents;
  • use our access control, security, visitor or booking systems;
  • communicate with our staff or representatives.

We may also collect personal data from third parties, including:

  • agents, brokers and introducers;
  • business partners;
  • payment providers;
  • identity verification, anti-money laundering and know-your-customer providers;
  • credit control, debt recovery or legal advisers;
  • website, CRM, booking and enquiry management systems;
  • access control, CCTV, security and facilities systems;
  • public registers, including Companies House;
  • professional advisers and service providers

 

4. How we use personal data

We may use personal data for the following purposes:

Enquiries and customer service

To respond to enquiries, provide information about our services, arrange viewings, prepare quotes, follow up with prospective customers and manage customer relationships.

Providing our services

To provide and manage serviced offices, workspace, meeting rooms, virtual offices, self storage, mail handling, access arrangements, customer accounts and related services.

Contracts and account management

To prepare, enter into and manage agreements, licences, deeds, customer accounts, renewals, move-ins, move-outs, deposits, invoices, payments, arrears, refunds and disputes.

Identity verification, fraud prevention and compliance

To verify identity, undertake anti-money laundering and know-your-customer checks where required or appropriate, prevent fraud, protect our business, manage risk and comply with legal and regulatory obligations.

Security and safety

To protect our customers, visitors, staff, contractors, premises, property and assets. This includes the use of CCTV, access control systems, intercoms, visitor records, call recordings and incident records.

Communications

To communicate with you by email, telephone, SMS, WhatsApp, post or other appropriate channels about your enquiry, booking, account, agreement, access arrangements, payments, service updates, operational matters or other relevant issues.

Marketing

To send marketing communications, offers, updates, newsletters, service information and promotional material where permitted by law. You can opt out of marketing at any time.

Website, analytics and advertising

To operate, secure and improve our website, analyse website performance, understand customer behaviour, measure advertising effectiveness, prevent spam and abuse, and manage online advertising and retargeting where permitted.

Business administration

To manage our business, keep records, train staff, improve services, manage complaints, obtain professional advice, enforce our rights, defend claims and comply with legal, tax, accounting and regulatory requirements.

5. Lawful bases for processing

We will only process personal data where we have a lawful basis to do so. Depending on the circumstances, we may rely on one or more of the following lawful bases.

Contract

Where processing is necessary to enter into or perform a contract with you, including providing services, managing your account, taking payments and communicating with you about your agreement.

Legitimate interests

Where processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include responding to enquiries, managing customer relationships, securing our premises, preventing fraud, recording calls, operating CCTV and access control systems, improving our services, recovering debts and protecting our legal rights.

Legal obligation

Where processing is necessary to comply with a legal obligation, including tax, accounting, company, anti-money laundering, health and safety, security, court, regulatory or other legal obligations.

Consent

Where we rely on your consent, for example for certain marketing communications or non-essential cookies and tracking technologies. You may withdraw consent at any time.

Vital interests

In limited circumstances, we may process personal data where necessary to protect someone’s life or physical safety.

Legal claims

We may process personal data where necessary to establish, exercise or defend legal claims.

6. Marketing communications

We may use your contact details to send you information about Charterspace services, offers, updates and promotions where permitted by law.

We may send marketing where:

  • you have consented to receive it;
  • you have enquired about or purchased similar services and we are permitted to contact you under applicable electronic marketing rules;
  • you are a corporate contact and the law permits us to contact you for business marketing purposes;
  • there is another lawful basis for doing so.

You can opt out of marketing communications at any time by using the unsubscribe link in our emails, following the instructions in the message, or contacting us at [email protected].

Opting out of marketing does not prevent us from sending you service messages relating to your enquiry, booking, agreement, account, payment, access arrangements, security, legal matters or other non-marketing communications.

7. Cookies, analytics, tags and scripts

Our website uses cookies and similar technologies. Cookies are small files placed on your device. Similar technologies may include pixels, tags, scripts, local storage and other tracking technologies.

We may use these technologies to:

  • operate our website;
  • keep the website secure;
  • remember your preferences;
  • process forms and enquiries;
  • prevent spam, fraud and abuse;
  • measure website traffic and performance;
  • analyse how visitors use our website;
  • improve our website and services;
  • measure advertising performance;
  • deliver or support online advertising and retargeting.

Some cookies are strictly necessary for the website to function. Other cookies, such as analytics, advertising and tracking cookies, will only be used where permitted by law and, where required, with your consent.

Our website may use analytics tools, advertising tags, spam-prevention tools, security scripts, embedded content, maps, videos, forms, booking tools, CRM integrations and other third-party scripts.

You can manage your cookie preferences through our cookie banner or cookie settings tool where available. You can also control cookies through your browser settings, although blocking some cookies may affect the functionality of the website.

For more information, please see our Cookie Policy or cookie settings tool, where available.

8. CCTV, access control, intercoms, and call recording

We may use CCTV, access control systems, intercoms, visitor records, alarm systems, entry and exit logs, app/fob/PIN access systems and other security technologies at our locations.

We may also record telephone calls.

We use this information for purposes including:

  • security and crime prevention;
  • protecting customers, visitors, staff, contractors and property;
  • managing access to our sites;
  • investigating incidents, disputes, complaints or accidents;
  • monitoring service quality;
  • staff training;
  • legal, insurance and regulatory purposes;
  • enforcing agreements and protecting our rights.

CCTV and access control data may capture customers, visitors, staff, contractors, vehicles and children attending our locations with adults.

Signs or notices may be displayed at our locations where CCTV or recording systems are in operation.

9. Virtual office, mail handling and identity checks

Where you use or enquire about virtual office services, registered office services, business address services, mail handling, mail forwarding or related services, we may collect and process personal data to verify your identity, assess your eligibility, comply with legal obligations, prevent fraud and provide the service.

This may include photographic identification, proof of address, company information, director or officer information, forwarding addresses, mail handling instructions, anti-money laundering information and know-your-customer information.

We may refuse, suspend or terminate services where required or appropriate for legal, regulatory, fraud prevention, security or compliance reasons.

10. Self storage

Where you use or enquire about self storage, we may process personal data to manage your enquiry, reservation, move-in, agreement, account, payments, access arrangements, unit use, insurance or goods protection arrangements, security and move-out.

This may include identity and contact details, agreement details, emergency contact details, billing information, access records, CCTV footage, vehicle information, goods information and communications with us.

We may process this information to provide the service, manage our facilities, prevent fraud, protect our property, maintain security, comply with law, manage claims and enforce our agreements.

11. Who we share personal data with

We do not sell personal data.

We may share personal data where necessary with third parties who support our business or where required by law. These may include:

  • website hosting and maintenance providers;
  • IT, software, cloud storage and communications providers;
  • CRM, enquiry management and customer management providers;
  • booking and self storage management platforms;
  • payment processors, direct debit providers and card payment providers;
  • banks and financial institutions;
  • accountants, bookkeepers and auditors;
  • solicitors, legal advisers and debt recovery providers;
  • insurers, brokers, loss adjusters and claims handlers;
  • identity verification, anti-money laundering and know-your-customer providers;
  • access control, CCTV, intercom, alarm and security providers;
  • facilities management and maintenance contractors;
  • postal, courier and mail handling providers;
  • marketing, email, SMS, advertising and analytics providers;
  • professional advisers and consultants;
  • agents, brokers and introducers;
  • regulators, public authorities, courts, law enforcement agencies and government bodies;
  • prospective buyers, investors or advisers in connection with a business sale, merger, restructuring or transfer.

Where we use third-party service providers to process personal data on our behalf, we require them to process the data only in accordance with our instructions and to protect it appropriately.

We may also share personal data where necessary to comply with legal obligations, enforce our agreements, protect our rights, protect the safety of individuals, prevent fraud, investigate security incidents or respond to lawful requests.

12. International transfers

me of our service providers or their systems may process personal data outside the United Kingdom or the European Economic Area.

Where personal data is transferred internationally, we will take steps designed to ensure that appropriate safeguards are in place, where required by applicable data protection law. This may include relying on adequacy regulations, standard contractual clauses, international data transfer agreements or other approved transfer mechanisms.

13. How long we keep personal data

We keep personal data only for as long as reasonably necessary for the purposes set out in this Privacy Policy.

In most cases, customer, enquiry, contract, payment, account and business records may be retained for up to 6 years after our relationship with you ends.

We may retain personal data for longer where:

  • the relevant document is executed as a deed;
  • there is an ongoing dispute, claim, debt, complaint or investigation;
  • retention is required for legal, tax, accounting, insurance or regulatory reasons;
  • retention is necessary to establish, exercise or defend legal claims;
  • retention is necessary for fraud prevention, security or legitimate business purposes.

CCTV, access control records, call recordings, visitor records and operational security data are generally retained only for as long as necessary for the relevant purpose, unless they are required for an investigation, complaint, dispute, insurance matter, legal claim, security incident or other legitimate reason.

Where we no longer need personal data, we will delete it, anonymise it or securely archive it in accordance with our retention procedures.

14. How we protect your data

We use appropriate technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration or disclosure.

These measures may include access controls, password protection, user permissions, secure systems, staff training, physical security, CCTV, secure storage, supplier controls and other appropriate safeguards.

However, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security, but we take reasonable steps to protect the personal data we process.

You are responsible for keeping any account login details, passwords, access codes, fobs, apps or security credentials confidential and secure.

15. Your rights

Subject to certain legal conditions and exemptions, you may have the following rights in relation to your personal data:

  • the right to be informed about how we use your personal data;
  • the right to access your personal data;
  • the right to request correction of inaccurate or incomplete personal data;
  • the right to request deletion of your personal data;
  • the right to request restriction of processing;
  • the right to object to processing;
  • the right to data portability;
  • the right to withdraw consent where processing is based on consent;
  • the right to object to direct marketing;
  • the right to lodge a complaint with the Information Commissioner’s Office. To exercise your rights, please contact us at [email protected].

We may need to verify your identity before responding to a request. We may also be unable to comply with a request in full where we are required or permitted to retain or process personal data for legal, contractual, regulatory, security, fraud prevention, accounting, tax, insurance or legal claims purposes.

16. Complaints

If you have any concerns about how we handle your personal data, please contact us first so that we can try to resolve the matter.

You can contact us at:
Email: [email protected]
Post: Charterspace Limited, Concord House, Nottingham Road, New Basford, Nottingham, Nottinghamshire, England, NG7 7AA

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

17. Third-party websites and embedded-content

Our website may contain links to third-party websites or embedded content, such as maps, videos, forms, booking tools, social media features or other external services.

Third-party websites and services may collect information about you and use cookies or similar technologies. We are not responsible for the privacy practices of third-party websites or services. You should review their privacy policies before using them.

18. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, services, systems, legal obligations or data protection practices.

The latest version will be published on our website. Where appropriate, we may also notify customers of material changes by email, website notice or other suitable means.

19. Contact us

If you have any questions about this Privacy Policy or how we handle personal data, please contact us:

Charterspace Limited
Concord House
Nottingham Road
New Basford
Nottingham
Nottinghamshire
England
NG7 7AA
Email: [email protected]