Who we are (data controller)

Piano Tuning Services Limited (company no. 04216109) is the controller of the personal data described here.

Address: 53 High Street, Northchurch, Hertfordshire, HP4 3QH, United Kingdom

Telephone: 01442 876131

Email: pianotuning@montaguepianos.co.uk (general enquiries) / helllo@montaguepianos.co.uk

This policy also explains how we handle tuning enquiries made via the Montague Pianos brand. Piano Tuning Services Limited is operated by the same team but is a separate company.

Personal data we collect

  • Contact details: name, email, phone, address/postcode.

  • Booking details: preferred dates/times, access notes, instrument make/model/condition, location.

  • Communications: messages via Facebook/Messenger, WhatsApp, email, web forms or telephone.

  • Payment info: taken via third-party providers (card or bank transfer). We do not store full card details.

  • Website/usage data: basic analytics, IP and cookie data on our website. On Facebook/Instagram, usage is collected under Meta’s terms.

Why we use your data (lawful bases)

  • Provide quotes, schedule and deliver tunings; manage appointments and routing — contract.

  • Customer support and general communications — legitimate interests.

  • Invoicing, payments and accounts — contract and legal obligation (tax).

  • Marketing updates about our services — consent or legitimate interests (you can opt out anytime).

  • Security/fraud prevention/troubleshooting — legitimate interests and, where relevant, legal obligation.

Where we get it

Directly from you (phone, email, WhatsApp, Messenger, website forms). Sometimes from a family member, school or venue booking on your behalf.

Who we share it with (processors)

We use reputable providers solely to run our business, for example:

  • Meta (Facebook/Instagram) for page messaging and ads

  • Email & calendar tools (e.g. Google Workspace)

  • Payment processors (for card payments) or our bank (for transfers)

  • Website hosting/analytics

  • Routing/maps services when planning visits

    They act under contract and only process data on our instructions. We do not sell your data.

International transfers

Some providers may store/process data outside the UK/EEA (e.g. USA). Where this happens we rely on appropriate safeguards (UK IDTA, UK Addendum to EU SCCs, or other lawful mechanisms).

Retention

  • Active customers: We keep booking records, contact details, and tuning history for as long as you remain a customer, so we can provide ongoing service, tailor advice, and send annual or biannual reminders.

  • Inactive customers: If we have had no contact with you for 7 years, we will delete or anonymise your records unless there is a legal requirement to keep them longer.

  • Invoices & accounting records: Kept for 6 years to comply with HMRC requirements.

Marketing & reminders

  • We may contact you by email, post, telephone, Messenger, or WhatsApp to remind you when your piano is due for tuning or to inform you of relevant services.

  • These reminders are considered part of our ongoing customer service.

  • You can opt out of reminders at any time by contacting us at pianotuning@montaguepianos.co.uk or replying “STOP” to any reminder message.

  • If you opt out, we will still retain essential records to meet legal, tax, or contractual obligations but will stop sending marketing or reminder communications.

Your rights

You can access, rectify, erase, restrict, object, and port your data in certain cases. Where we rely on consent, you may withdraw it at any time. To exercise rights, contact us using the details above; we’ll respond within one month.

Complaints

If you’re unhappy with how we handle your data, contact us first. You can also complain to the Information Commissioner’s Office (ICO):

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF — 0303 123 1113 — ico.org.uk.

Security

We use reasonable technical and organisational measures (device security, access controls, staff confidentiality) to protect personal data.

Children

Our services are arranged by adults. If a child has provided personal data without parental consent, contact us and we’ll delete it.

Cookies

Our website may use cookies for basic functionality and anonymous analytics. You can control cookies in your browser. If we use analytics/marketing cookies, a cookie notice will appear on the site with options to manage consent.

Changes to this policy

We may update this policy and will post the latest version on our website.

Effective date: today.