Privacy Policy

Last updated: September 2026

At RGS Group Limited, we take the privacy of our customers, contacts and website visitors seriously. We also think privacy information should be understandable. This policy explains what information we collect, why we collect it, what we do with it and the choices you have.

This Privacy Policy applies across the websites and brands operated by RGS Group Limited, including RGS Group, Nursecall Mats, Medical Spares and Air with Flavour.

1. Who we are

RGS Group Limited provides products, equipment and services to organisations and individuals across the care and healthcare sectors through RGS Group and our specialist brands and websites.

For the purposes of UK data protection law, RGS Group Limited is the data controller responsible for the personal information covered by this policy.

2. The information we collect

The information we collect depends on how you interact with us. This may include:

• your name;
• job title and organisation;
• email address;
• telephone number;
• billing and delivery information;
• information you provide when making an enquiry;
• details relating to products, services, quotations or orders;
• your communication and marketing preferences;
• records of our communications with you;
• information about how you use our website, where appropriate; and
• information you choose to provide through forms, surveys, events or other communications.

If you are dealing with us on behalf of an organisation, we may also hold information about your role and your relationship with that organisation.

We only collect information that we reasonably need.

3. How we collect your information

We may collect information directly from you when you:

• contact our team;
• complete a form on our website;
• request a quote or call back;
• place an order;
• register for an account;
• download or request information;
• meet or speak to us at an event;
• subscribe to marketing communications; or
• communicate with us by email, telephone, social media or another channel.

We may also receive business contact information from publicly available sources, existing business relationships, referrals or third-party business sources where it is lawful for us to do so.

Our website may also collect certain technical information automatically through cookies and similar technologies. More information about this is available in our Cookie Policy.

4. Why we use your information

We may use personal information to:

• respond to enquiries;
• provide quotations;
• process and fulfil orders;
• manage customer accounts;
• provide customer service and after-sales support;
• arrange servicing, delivery or other services;
• maintain records of our relationship with customers and organisations;
• understand which of our products and services may be relevant to our customers;
• improve our websites, products and communications;
• measure the effectiveness of our marketing activity;
• meet our legal, regulatory and accounting obligations; and
• send marketing communications where we have an appropriate lawful basis to do so.

We don't collect information simply for the sake of having it. Where we ask for personal information, there should be a clear reason for us to use it.

5. Our lawful bases for using personal information

UK data protection law requires us to have a lawful basis for processing personal information. Depending on the circumstances, we may rely on:

Contract

Where we need your information to provide a product or service you have requested, manage an order or take steps at your request before entering into a contract.

Legitimate interests

Where using your information is reasonably necessary for the operation and development of our business and those interests are not overridden by your rights and interests. This may include managing existing business relationships, responding to business enquiries, improving our services and, in appropriate circumstances, communicating with relevant business contacts about products or services.

Consent

Where you have actively chosen to receive particular communications or agreed to a specific use of your information. Where we rely on consent, you can withdraw it at any time.

Legal obligation

Where we need to process information to comply with a legal or regulatory requirement.

6. Enquiries and contact forms

If you contact us through one of our websites, we'll use the information you provide to deal with your enquiry and respond to you.

If you place an order, register for an account, request a quote or ask us to call you, we'll use the information you've provided to process your request and provide the relevant product or service.

Submitting an enquiry or placing an order does not automatically sign you up to receive our marketing emails.

If we'd like to send you ongoing marketing communications and consent is required, we'll ask separately.

7. Marketing and keeping in touch

We'd like to keep our customers and contacts up to date with things we genuinely think could be useful or relevant. This might include new products, offers and promotions, product updates, useful industry information, guides and resources, case studies, events and other relevant news from RGS Group and our brands.

Where you've asked to receive marketing from us, we'll use the contact details and preferences you've provided.

In some circumstances, we may also contact existing customers about products or services that are relevant to their previous purchase or relationship with us. Where we do this, we'll only use your information where we're legally permitted to do so and will always provide a clear and easy way to opt out of future marketing.

For business customers, we may also contact relevant business contacts where we have a legitimate business reason to do so and where this is permitted by applicable data protection and electronic marketing rules.

Where consent is required, choosing not to provide it will not affect your ability to make an enquiry, place an order or use our services.

Every marketing email we send will give you a straightforward way to unsubscribe. You can also ask us to stop using your information for direct marketing at any time. Where you unsubscribe or object to marketing, we'll record your preference so that we know not to contact you again for that purpose.

8. Telephone communications

If you provide a telephone number because you have asked us to contact you, provide a quote, discuss an order or respond to an enquiry, we may use that number for that purpose.

Where we want to use telephone details for separate sales or marketing activity, we will make sure we have an appropriate lawful basis and will respect any preferences or objections you have given us.

We also take account of applicable telephone marketing rules, including relevant preference services where required.

9. How we use CRM systems and other service providers

We use customer relationship management (CRM) systems and other third-party services to help us manage enquiries, customer relationships and communications.

Information submitted through our website may be recorded in our CRM system so that the appropriate member of our team can respond to you, manage our relationship with you and, where permitted, record and manage your communication preferences.

We may also use trusted providers for services such as website hosting, analytics, email communications, payments and other systems that support the day-to-day running of our business.

Where another organisation processes personal information on our behalf, we take appropriate steps to make sure that information is handled securely and in accordance with applicable data protection law.

10. Sharing your information

We do not sell your personal information.

We may share information with trusted organisations where this is necessary to operate our business or provide the service you have requested. This could include:

• website and IT providers;
• CRM and marketing technology providers;
• payment processors;
• delivery and logistics providers;
• professional advisers;
• service partners; and
• authorities or regulators where we are legally required to provide information.

We only share the information reasonably necessary for the relevant purpose.

11. International transfers

Some of the technology and service providers we use may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take appropriate steps to ensure the transfer is protected in accordance with UK data protection law. This may include relying on UK adequacy regulations or approved contractual safeguards.

12. How long we keep your information

We keep personal information only for as long as we reasonably need it.

How long that is will depend on why we collected the information, our relationship with you and any legal, contractual, tax or regulatory requirements that apply. For example, information relating to transactions may need to be retained for longer than information relating to a general enquiry.

We periodically review the information we hold and delete or anonymise information where there is no longer a reasonable reason to retain it.

13. Keeping your information secure

We take reasonable technical and organisational measures to protect the personal information we hold against loss, misuse, unauthorised access, alteration or disclosure.

No system can be guaranteed to be completely secure, but protecting the information entrusted to us is something we take seriously.

14. Your rights

Depending on the circumstances, UK data protection law gives you rights over your personal information. These can include the right to:

• ask what personal information we hold about you;
• request a copy of your information;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information in certain circumstances;
• ask us to restrict how information is used;
• object to certain uses of your information, including direct marketing;
• withdraw consent where we rely on consent; and
• request the transfer of certain information in a portable format.

If you'd like to exercise any of these rights, contact us using the details at the beginning of this policy. We may need to confirm your identity before completing a request.

15. Making a complaint

If you have a concern about how we've handled your personal information, we'd encourage you to contact us first so that we have the opportunity to look into it.

You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator.

16. Changes to this policy

We may update this Privacy Policy as our business, website or legal obligations change.

When we make changes, we'll update the date shown at the top of this page.