Privacy Policy
The Upgrade Authority Ltd is responsible for the personal data described in this policy. We are registered in England and Wales under company number 13983241 at Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, BS9 4PN.
This policy covers the group website, enquiries sent through it and personal data used to discuss or provide our property services. Separate products or booking services may give you additional privacy information where their processing differs.
Information We Collect
When you contact us, we collect your name, contact details, message and any property or service information you choose to provide. If you become a client, tenant, guest, contractor or supplier, we may also collect identity, address, financial, contractual, property and communication records needed for that relationship.
Our hosting provider processes technical request information needed to deliver and protect the website, which can include an IP address, browser details, requested page, time and security events. Optional analytics data is described below.
Why We Use Personal Data
We use personal data to answer enquiries, take steps requested before a contract, provide and administer agreed services, keep financial and operational records, protect our systems, resolve complaints and meet legal duties. The legal basis is normally contract, steps before a contract, legal obligation or our legitimate interest in running and protecting the business.
Where we rely on legitimate interests, we consider the impact on the people concerned and do not use that basis where their rights override our interest. We use consent where the law requires it, including for optional website analytics and electronic marketing that is not otherwise permitted. Consent can be withdrawn at any time.
Enquiries and Group Systems
A website enquiry is delivered through Resend and copied into Upgraded OS so the relevant team can respond and keep a record of the work. Upgraded OS may create or update a contact record, retain the message and create a follow up task. We do not sell enquiry data.
The website chat is provided through Upgraded OS. It uses session storage to maintain the conversation during the browser session. If you choose to provide contact or property information in chat, it is handled in the same way as an enquiry.
Analytics Choices
Google Analytics is optional and does not load until you select Allow analytics. If allowed, it records page views and technical information such as device, browser, approximate location and interaction data so we can understand which pages are used. Google Analytics identifiers can remain for up to two years. We configure analytics storage as denied unless you choose otherwise.
Your choice is stored in your browser for 180 days. Selecting Essential only disables further Google Analytics collection and removes analytics cookies that this site can access. You can change your choice at any time using Privacy choices in the footer. The main site works with essential storage only.
Google may process analytics data outside the United Kingdom under its contractual and transfer safeguards. You can read the Google Privacy Policy for more information.
Who Receives Personal Data
We share only the information needed with service providers that host the website, deliver email, operate group systems, process payments, carry out identity or referencing checks, maintain properties or provide professional advice. We may also share information with regulators, courts, law enforcement or public authorities where the law requires it.
Some providers may process information outside the United Kingdom. Where that happens, we use the transfer mechanism required by UK data protection law, such as an adequacy regulation or approved contractual safeguards. Details relevant to a particular service are available on request.
How Long We Keep Information
We keep personal data only for as long as needed for the purpose collected, any active contract, complaint or claim, and legal, tax or regulatory record keeping. Enquiries that do not become a client relationship are reviewed and removed when they are no longer useful for follow up or evidence. Identity and money laundering records are retained for the statutory period that applies to the relevant relationship.
Your Rights
Depending on the circumstances, you can ask for access to your personal data, correction, deletion, restriction, transfer or an objection to processing. You can withdraw consent where consent is the legal basis. These rights are not absolute, and we will explain any lawful reason why a request cannot be completed in full.
To make a request, email support@theupgradeauthority.com. We may need to confirm your identity before disclosing or changing personal data.
Complaints and Contact
For a privacy question or complaint, email support@theupgradeauthority.com or write to The Upgrade Authority Ltd at the address above. You also have the right to complain to the Information Commissioner’s Office.
Last updated: 27 August 2026.