Privacy Policy

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Privacy Policy

Last updated: 9 August 2026

At Sustained Innovation, we take the privacy and security of personal information seriously.

This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, enquire about our services, attend an event or meeting with us, or work with Sustained Innovation as a client, supplier or business contact.

It also explains your rights in relation to your personal information.

Sustained Innovation Ltd is the Data Controller responsible for the personal information covered by this Privacy Policy.

Our contact details are:

Sustained Innovation Ltd
2 Agricultural Hall Plain
Norwich
NR1 3FS
United Kingdom

Privacy Contact: Adam Thacker
Email: adamthacker@sustainedinnovation.co.uk
Website: sustainedinnovation.co.uk

If you have any questions about this Privacy Policy or how we use your personal information, please contact us using the details above.

This Privacy Policy covers personal information that we collect when you:

• visit or interact with our website;
• complete a website form;
• contact us by email, telephone, social media or another communication method;
• enquire about our services;
• become a client or supplier;
• attend a meeting, event, workshop or training session involving Sustained Innovation;
• subscribe to receive information or marketing from us;
• are introduced or referred to us through another business or professional contact; or
• otherwise interact with Sustained Innovation.

Personal information means information that identifies you, or which could reasonably be used to identify you.

The information we collect depends on how you interact with us.

It may include:

Contact information

This may include your name, business name, job title, email address, telephone number, postal address and other contact details.

Business and professional information

Where relevant, we may collect information about your business, your role within that business, the services you are interested in and information relating to your business requirements.

Enquiry and communication information

If you contact us by telephone, email, website form, social media or another method, we may retain details of that communication and any information you choose to provide.

Client and contractual information

If you become a client, we may hold information required to manage our relationship with you, including proposals, contracts, project information, meeting notes, correspondence and records relating to the services we provide.

Financial and transaction information

Where appropriate, we may process information relating to invoices, payments and transactions connected with our services.

We do not normally store full payment card details ourselves.

Marketing preferences

We may keep records of whether you have asked to receive, or not receive, particular communications from us.

Technical and website information

When you visit our website, certain technical information may be collected automatically. This can include your IP address, browser type, device information, pages visited, approximate location derived from your IP address and information about how you use our website.

Further information about cookies and similar technologies can be found in our Cookie Policy.

We may collect personal information directly from you when you:

• contact us;
• complete a form;
• request information;
• arrange a meeting;
• purchase or enquire about a service;
• enter into a contract with us;
• attend an event or training session;
• subscribe to communications; or
• otherwise communicate with Sustained Innovation.

We may also receive information about you from other sources.

For example, another business or professional contact may introduce or refer you to us, or we may obtain relevant business contact information through networking activities or publicly available business sources.

Where appropriate, we will explain why we are collecting your information and how we intend to use it.

We only use personal information where we have a legitimate reason and lawful basis for doing so.

Depending on the circumstances, we may use your personal information:

• to respond to enquiries;
• to arrange meetings or consultations;
• to provide quotations or proposals;
• to take steps towards entering into a contract with you;
• to deliver services that you have asked us to provide;
• to manage our relationship with clients, suppliers and business contacts;
• to communicate with you regarding ongoing work;
• to manage contracts, invoices and payments;
• to maintain appropriate business, accounting and administrative records;
• to improve our services, processes and customer experience;
• to operate, maintain, secure and improve our website and business systems;
• to understand how our website and services are being used;
• to provide information about relevant services, events, resources or opportunities where permitted by law;
• to establish, exercise or defend legal rights;
• to prevent fraud, misuse or security incidents; and
• to comply with legal, regulatory, accounting or professional obligations.

Depending on why we are using your information, we may rely on one or more of the following lawful bases.

Contract

Where processing is necessary to provide services under a contract with you or to take steps at your request before entering into a contract.

Legal obligation

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

Legitimate interests

Where processing 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 responding to business enquiries, managing client relationships, improving our services, protecting our business and, where permitted, communicating with relevant business contacts.

Consent

Where we specifically ask for and receive your consent to use your information for a particular purpose.

Where we rely on consent, you may withdraw that consent at any time.

From time to time, we may contact clients, previous clients, prospective clients or other relevant business contacts about Sustained Innovation services, events, resources or information that we reasonably believe may be relevant to them.

We will only send electronic marketing communications where we are permitted to do so under applicable data protection and electronic communications laws.

Where consent is required, we will ask for it.

Where the law permits us to rely on legitimate interests or another appropriate basis, we may do so.

You can ask us to stop sending marketing communications at any time by contacting us or by using any unsubscribe option included within the communication.

We do not sell your personal information to third parties.

Our website may use cookies and similar technologies to help the website function correctly, understand how visitors use it and improve the experience we provide.

Some cookies may be essential for the operation of the website. Other cookies, including certain analytics or marketing technologies, may require your permission before they are used.

Further information about the cookies used on our website and how you can manage your preferences is available in our Cookie Policy 

As part of our consulting work, Sustained Innovation may occasionally be given access to systems, software, records or other information belonging to a client.

For example, this may occur when we are supporting a client with CRM systems, process improvement, automation, data, reporting, AI, software implementation or other business improvement activities.

In these circumstances, the client may remain the Data Controller and Sustained Innovation may act as a Data Processor, processing personal information only for the purposes of carrying out the agreed work and in accordance with the client's instructions and our contractual obligations.

Where appropriate, additional data processing terms or agreements may apply to this work.

We do not sell or rent your personal information.

However, running a modern business requires us to use trusted suppliers and service providers. This means that personal information may be processed by third parties who provide services to us or on our behalf.

These may include providers of:

• website hosting and website services;
• email and communications systems;
• customer relationship management systems;
• cloud storage and business software;
• accounting and bookkeeping systems;
• payment processing and banking services;
• IT support and cybersecurity;
• analytics services;
• professional services such as accountants, legal advisers or other consultants; and
• subcontractors or specialist suppliers where reasonably required to deliver an agreed service.

These organisations may only use information as permitted by their relationship with us and applicable data protection requirements.

We may also disclose personal information:

• where required by law or regulation;
• where requested by a court, regulator or other lawful authority;
• where reasonably necessary to protect our legal rights or those of another person;
• for the prevention or investigation of fraud or crime; or
• as part of a sale, restructuring or transfer of all or part of our business, where appropriate safeguards would apply.

Some of the technology and service providers used by Sustained Innovation may operate internationally or process information outside the United Kingdom.

Where personal information is transferred outside the UK and the transfer is subject to UK data protection restrictions, we will take appropriate steps to ensure that the information continues to receive an appropriate level of protection.

This may include using countries recognised by the UK as providing an adequate level of protection or using approved contractual or other safeguards.

We do not keep personal information indefinitely.

We retain information only for as long as reasonably necessary for the purpose for which it was collected, including where information needs to be retained for legal, contractual, accounting, tax, insurance or reporting purposes.

The appropriate retention period will depend on the type of information and our relationship with you.

For example, information relating to an active client relationship may be retained for the duration of that relationship and for an appropriate period afterwards.

Marketing information may be retained while you remain subscribed or while we have an appropriate lawful basis to communicate with you.

Where you ask us not to contact you for marketing purposes, we may retain limited information recording that preference so that we can continue to respect your request.

When information is no longer reasonably required, it will be securely deleted, anonymised or otherwise disposed of as appropriate.

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

These measures may include access controls, account security, secure cloud services, authentication controls, backups and appropriate organisational procedures.

No technology or method of storing or transmitting information can provide an absolute guarantee of security, but we take proportionate measures to reduce the risks associated with the information we hold.

Under UK data protection law, you have rights regarding your personal information.

Depending on the circumstances, these may include:

• The right to be informed about how your personal information is being used.
• The right of access to personal information that we hold about you.
• The right to rectification where information we hold about you is inaccurate or incomplete.
• The right to erasure in certain circumstances.
• The right to restrict processing in certain circumstances.
• The right to data portability in certain circumstances.
• The right to object to certain types of processing, including direct marketing.
• Rights relating to automated decision-making and profiling, where applicable.
• The right to withdraw consent at any time where consent is the lawful basis for processing.

These rights are not absolute and may depend on the circumstances and the lawful basis on which your information is being processed.

If you would like to exercise any of your rights, please contact:

Adam Thacker
Sustained Innovation Ltd
2 Agricultural Hall Plain
Norwich
NR1 3FS
United Kingdom

Email: adamthacker@sustainedinnovation.co.uk

We may need to verify your identity before responding to certain requests in order to protect your information.

If you have any concerns about how Sustained Innovation has collected or used your personal information, please contact us in the first instance so that we have the opportunity to investigate and respond.

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

Further information is available from the ICO at www.ico.org.uk.

Our website may contain links to websites operated by other organisations.

Sustained Innovation is not responsible for the privacy practices of third-party websites. If you follow a link to another website, we recommend reviewing that organisation's privacy information before providing personal information.

We will review this Privacy Policy periodically and may update it where our business activities, technology, services or legal obligations change.

Where appropriate, significant changes will be highlighted on our website.

Privacy Policy last updated: 9 August 2026