Privacy Policy

Last updated: 14 July 2026

1. Introduction

R. & M. Distribution Limited, trading as R&M Distribution, respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you:

1. visit or use our website;
2. create an online account;
3. request a quotation;
4. place an order;
5. apply for or use a trade credit account;
6. contact our staff;
7. visit our trade counter;
8. arrange a delivery or collection;
9. return Goods or make a warranty claim;
10. communicate with us through email, telephone, website forms, social media or messaging services; or
11. receive sales and marketing communications from us.

This policy applies to customers, potential customers, suppliers, business contacts, website users and representatives of companies or organisations with which we deal.

Separate privacy information may be provided to employees, job applicants and other individuals where appropriate.

2. Who we are

R. & M. Distribution Limited is the data controller responsible for the personal information described in this Privacy Policy.

Company name: R. & M. Distribution Limited
Trading name: R&M Distribution
Company registration number: SC099757
Registered office: Unit 1, Carwhinny, Mitchelston Industrial Estate, Kirkcaldy, Fife, KY1 3LS
Telephone: 01592 655565
Email: enquiries@rmdist.com

References to “R&M”, “we”, “us” and “our” mean R. & M. Distribution Limited.

3. Data protection law

We process personal information in accordance with applicable UK data protection legislation, including:

1. the UK General Data Protection Regulation;
2. the Data Protection Act 2018;
3. the Data Use and Access Act 2025;
4. the Privacy and Electronic Communications Regulations; and
5. other applicable privacy, communications and electronic marketing laws.

Personal information means information relating to an identified or identifiable individual.

It does not normally include information relating only to a limited company or other organisation. However, information about sole traders, partnerships, company directors, employees and business contacts may be personal information.

4. Personal information we collect

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

4.1 Identity information

This may include:

1. your name;
2. title;
3. job title;
4. employer or business name;
5. department;
6. customer or account number;
7. signature; and
8. proof of identity where reasonably required.

4.2 Contact information

This may include:

1. business or personal address;
2. delivery and collection addresses;
3. email address;
4. telephone number;
5. mobile telephone number;
6. social media or messaging contact details; and
7. your preferred method of communication.

4.3 Account information

This may include:

1. online account username;
2. encrypted password information;
3. account preferences;
4. authorised buyers;
5. purchase order requirements;
6. agreed pricing;
7. discount arrangements;
8. credit limits;
9. payment terms; and
10. account status.

We do not have access to your readable account password.

4.4 Order and transaction information

This may include:

1. products purchased or requested;
2. quotation details;
3. order history;
4. purchase order numbers;
5. invoice and credit note information;
6. delivery and collection information;
7. returns;
8. refunds;
9. warranty claims;
10. serial or batch numbers;
11. account balances; and
12. communications relating to an order.

4.5 Payment information

This may include:

1. payment method;
2. payment status;
3. transaction reference;
4. billing address;
5. bank account details where payment is made or refunded by bank transfer; and
6. limited card information provided by a payment processor, such as the card type and final digits.

Where online card payments are processed by a payment service provider, full card details will normally be collected directly by that provider and will not be made available to us.

4.6 Credit account information

Where you apply for or use a credit account, we may collect:

1. company and trading details;
2. names and contact details of directors, owners or authorised representatives;
3. bank details;
4. trade references;
5. expected purchasing levels;
6. credit limits;
7. payment history;
8. credit reference information;
9. information about overdue debts;
10. information obtained from public registers; and
11. personal guarantees where separately agreed.

4.7 Enquiry and correspondence information

This may include:

1. emails;
2. telephone call notes;
3. website form submissions;
4. quotation requests;
5. product enquiries;
6. photographs of products or equipment;
7. drawings;
8. technical schedules;
9. complaints;
10. customer service communications;
11. social media messages; and
12. communications through messaging services.

Telephone calls may be recorded only where we notify you that recording is taking place.

4.8 Technical and website information

When you use our website, we may collect:

1. Internet Protocol address;
2. browser type and version;
3. device type;
4. operating system;
5. approximate location derived from your Internet Protocol address;
6. pages visited;
7. date and time of visits;
8. links followed;
9. referral source;
10. session information;
11. shopping basket activity;
12. website errors;
13. login activity; and
14. cookie and consent preferences.

4.9 Marketing information

This may include:

1. marketing preferences;
2. products or services that may interest you;
3. responses to campaigns;
4. event attendance;
5. email opening or link activity, where lawful and supported by appropriate consent controls;
6. whether you have unsubscribed; and
7. records of sales visits or business development discussions.

4.10 Security information

This may include:

1. account login activity;
2. suspected fraudulent transactions;
3. blocked or attempted website access;
4. communications relating to security incidents; and
5. evidence required to protect our systems, staff, customers and property.

Where CCTV is operated at our premises, signs will be displayed. CCTV information will be handled for security, crime prevention and health and safety purposes in accordance with our internal retention arrangements.

5. How we collect personal information

We may collect personal information directly from you when you:

1. create an account;
2. place an order;
3. request a quotation;
4. contact us;
5. apply for a credit account;
6. visit our premises;
7. enter into a contract with us;
8. subscribe to marketing;
9. respond to a survey or promotion;
10. return Goods;
11. make a complaint; or
12. make a warranty claim.

We may also receive personal information from:

1. your employer or another authorised representative;
2. manufacturers and suppliers;
3. couriers and delivery companies;
4. payment providers and banks;
5. trade references;
6. credit reference and fraud prevention agencies;
7. insurers;
8. professional advisers;
9. public registers, including Companies House;
10. publicly available business websites;
11. social media and professional networking platforms;
12. existing customers or business contacts who refer you to us; and
13. website analytics, security and cookie technologies.

Where another person provides your details to us, they should ensure that they are authorised to do so and that you have been provided with appropriate privacy information.

6. Why we use personal information

We only use personal information where we have a lawful reason to do so.

6.1 Enquiries and quotations

We use your information to:

1. respond to enquiries;
2. identify products;
3. prepare quotations;
4. check product availability;
5. obtain supplier pricing;
6. recommend possible alternatives; and
7. follow up outstanding quotations.

Our lawful bases are taking steps at your request before entering into a contract and our legitimate interests in responding to enquiries and developing our business.

6.2 Processing and fulfilling orders

We use your information to:

1. accept and process orders;
2. take payment;
3. arrange delivery or collection;
4. issue invoices and receipts;
5. provide order updates;
6. manage back orders;
7. process refunds;
8. handle returns; and
9. provide customer service.

Our lawful bases are performing a contract, taking steps before entering into a contract, complying with legal obligations and our legitimate interests in operating our business.

6.3 Managing customer accounts

We use your information to:

1. create and administer customer accounts;
2. maintain account pricing and discounts;
3. identify authorised buyers;
4. process account orders;
5. manage account security;
6. issue statements;
7. maintain accurate customer records; and
8. communicate about the account.

Our lawful bases are performing a contract and our legitimate interests in managing customer relationships and preventing unauthorised account use.

6.4 Credit checks and credit account management

We may use personal information to:

1. assess credit applications;
2. verify business details;
3. obtain trade references;
4. carry out credit and fraud checks;
5. set and review credit limits;
6. monitor payment history;
7. manage overdue accounts;
8. recover debts; and
9. decide whether to continue, suspend or withdraw credit facilities.

Our lawful bases are taking steps before entering into a credit agreement, performing a contract, complying with legal obligations and our legitimate interests in assessing financial risk, preventing fraud and recovering money owed to us.

6.5 Deliveries and collections

We use contact, order and location information to:

1. arrange deliveries;
2. provide delivery instructions;
3. confirm the identity of a person collecting Goods;
4. contact you regarding delays or access issues;
5. obtain proof of delivery; and
6. investigate missing or damaged consignments.

Our lawful bases are performing a contract and our legitimate interests in managing safe and efficient deliveries.

6.6 Returns, faults and warranty claims

We use personal information to:

1. assess returns;
2. investigate reported faults;
3. arrange testing;
4. communicate with manufacturers;
5. process warranty claims;
6. arrange replacements or repairs; and
7. issue refunds or credit notes.

Our lawful bases are performing a contract, complying with consumer and product safety law and our legitimate interests in resolving product issues.

6.7 Accounting, tax and record keeping

We use personal information to:

1. maintain accounting records;
2. prepare financial statements;
3. manage VAT and tax;
4. issue invoices and credit notes;
5. respond to audits;
6. deal with regulators; and
7. demonstrate compliance with legal requirements.

Our lawful bases are compliance with legal obligations and our legitimate interests in maintaining accurate financial and business records.

6.8 Fraud prevention and security

We use personal information to:

1. verify orders and payments;
2. prevent fraudulent transactions;
3. investigate suspicious activity;
4. protect customer accounts;
5. secure our website and systems;
6. establish, exercise or defend legal claims;
7. protect our staff, customers and property; and
8. prevent misuse of our services.

Our lawful bases are compliance with legal obligations and our legitimate interests in protecting our business, customers, systems and property.

6.9 Improving our business

We may analyse customer, product and website information to:

1. understand customer demand;
2. improve stock availability;
3. review sales performance;
4. improve our website;
5. improve customer service;
6. identify training requirements;
7. develop new services; and
8. understand how customers interact with us.

Where possible, we use aggregated or anonymised information for these purposes.

Our lawful basis is our legitimate interest in improving our products, services and business operations.

6.10 Legal and regulatory purposes

We may use personal information to:

1. comply with laws and regulations;
2. respond to lawful requests from public authorities;
3. investigate complaints;
4. manage product recalls;
5. enforce our contracts;
6. recover debts;
7. protect our legal rights; and
8. establish, exercise or defend legal claims.

Our lawful bases are compliance with legal obligations and our legitimate interests in protecting our business and legal rights.

7. Legitimate interests

Where we rely on legitimate interests, we consider:

1. the purpose for which the information is required;
2. whether the use is necessary;
3. the impact on the individual;
4. what the individual would reasonably expect; and
5. whether the individual’s rights override our interests.

Our legitimate interests may include:

1. managing customer and supplier relationships;
2. responding to enquiries;
3. developing our business;
4. promoting relevant products and services;
5. preventing fraud;
6. securing our website and systems;
7. recovering debts;
8. improving our services;
9. keeping appropriate business records; and
10. establishing or defending legal claims.

You may object to processing based on legitimate interests. We will consider your objection in accordance with data protection law.

8. Marketing communications

We may send information about:

1. new products;
2. manufacturer promotions;
3. account services;
4. trade events;
5. stock availability;
6. technical updates;
7. relevant offers; and
8. other products or services that may be of legitimate interest to you or your organisation.

For business contacts, we may rely on legitimate interests where permitted by data protection and electronic communications law.

Where consent is required, we will request it before sending marketing.

Where legally permitted, we may contact an existing customer about similar products or services. You will be given an opportunity to opt out.

You can stop marketing communications at any time by:

1. selecting the unsubscribe option in an email;
2. replying to the communication;
3. contacting the member of staff who contacted you;
4. calling us on 01592 655565; or
5. emailing enquiries@rmdist.com.

Objecting to marketing will not prevent us from sending essential service communications, including order confirmations, invoices, delivery updates, account notices, safety information or product recall notices.

We may retain limited information on a suppression list to ensure that we continue to respect your marketing preference.

9. Cookies and similar technologies

Our website may use cookies and similar storage or access technologies.

These technologies may be used to:

1. operate the website;
2. keep your shopping basket active;
3. maintain account sessions;
4. remember preferences;
5. protect against fraud;
6. measure website performance;
7. understand website usage; and
8. support advertising or marketing where enabled.

Strictly necessary cookies and other legally exempt technologies may be used without consent where permitted by law.

Where consent is required for analytics, advertising or other non essential technologies, we will request consent through our cookie controls before using them.

You can change your cookie choices through the cookie settings available on our website.

Further information, including the cookies used and their duration, should be provided in our separate Cookie Policy.

10. Who we share personal information with

We may share personal information with trusted organisations where necessary for the purposes described in this policy.

These may include:

10.1 Payment and financial service providers

This may include:

1. card payment processors;
2. banks;
3. finance providers;
4. credit reference agencies;
5. fraud prevention services; and
6. debt recovery providers.

10.2 Delivery providers

This may include:

1. couriers;
2. pallet networks;
3. our own delivery drivers;
4. manufacturers providing direct delivery;
5. suppliers providing direct delivery; and
6. logistics and tracking providers.

We only provide the information reasonably required to complete or investigate a delivery.

10.3 Manufacturers and suppliers

We may share information with manufacturers and suppliers to:

1. obtain quotations;
2. check product availability;
3. arrange direct deliveries;
4. process special orders;
5. investigate faults;
6. manage warranty claims;
7. provide technical assistance; and
8. manage product recalls.

10.4 Technology and service providers

This may include providers of:

1. website hosting;
2. WordPress and WooCommerce services;
3. email;
4. customer account systems;
5. enterprise resource planning software;
6. accounting software;
7. cloud storage;
8. data backup;
9. cybersecurity;
10. website analytics;
11. communications;
12. document management; and
13. technical support.

These providers are only permitted to process personal information in accordance with our instructions, their legal responsibilities and appropriate contractual safeguards.

10.5 Professional advisers

We may share information with:

1. accountants;
2. auditors;
3. legal advisers;
4. insurers;
5. insurance brokers;
6. tax advisers; and
7. other professional consultants.

10.6 Public authorities

We may disclose personal information to:

1. HM Revenue and Customs;
2. law enforcement;
3. courts and tribunals;
4. regulators;
5. government departments;
6. local authorities; and
7. other public bodies,

where required or permitted by law.

10.7 Business transfers

If all or part of our business is sold, transferred, restructured or merged, personal information may be disclosed to potential purchasers, professional advisers and the new business owner.

Any recipient will be required to respect the confidentiality and security of the information.

11. Credit reference and fraud prevention agencies

When you apply for credit, we may obtain information from credit reference agencies, trade references and public records.

Credit reference agencies may maintain records of searches, applications, account performance and payment history.

Where a person provides information about another director, partner, owner or guarantor as part of a credit application, the applicant must ensure that the other person has been told that their information may be used for credit assessment and account administration.

Fraud prevention information may be used to prevent fraud, money laundering, unauthorised account use and other unlawful activity.

12. Do we sell personal information?

We do not sell personal information to third parties.

We do not provide customer information to unrelated organisations for their own marketing without an appropriate lawful basis or consent.

13. International transfers

Some technology, payment, communications, hosting or support providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to protect it.

These steps may include:

1. transferring information to a country recognised as providing an adequate level of protection;
2. using an approved international data transfer agreement;
3. using an approved UK addendum to standard contractual clauses;
4. applying appropriate contractual, technical and organisational safeguards; or
5. relying on another lawful transfer mechanism.

You may contact us for further information about the safeguards used for a particular transfer.

14. Data security

We use appropriate technical and organisational measures designed to protect personal information against:

1. unauthorised access;
2. accidental loss;
3. alteration;
4. disclosure;
5. destruction; and
6. unlawful use.

These measures may include:

1. access controls;
2. password protection;
3. encryption where appropriate;
4. security software;
5. system monitoring;
6. backups;
7. staff training;
8. physical security;
9. supplier due diligence; and
10. procedures for responding to security incidents.

Access to personal information is restricted to staff and service providers who need it for legitimate business purposes.

No internet based system can be guaranteed to be completely secure. You are responsible for protecting your account password and notifying us promptly if you suspect unauthorised account activity.

15. How long we keep personal information

We keep personal information only for as long as reasonably required for the purpose for which it was collected, including legal, accounting, tax, warranty, product safety and dispute resolution requirements.

Our normal retention approach is as follows.

15.1 Orders, invoices and accounting records

Order, invoice, payment and accounting information will normally be retained for at least six years after the relevant accounting period or transaction.

Information may be retained for longer where required by tax, company, product safety or legal requirements.

15.2 Customer and credit accounts

Customer account information will normally be retained while the account remains active and for up to six years after the account is closed or becomes inactive.

Some information may be retained for longer where there is:

1. an unpaid balance;
2. an ongoing dispute;
3. a warranty obligation;
4. a legal claim;
5. a product recall; or
6. another legal or regulatory requirement.

15.3 Quotations and enquiries

Quotation and enquiry information will normally be retained for up to three years after the last meaningful contact.

Information may be retained for longer where it forms part of a customer account, order, project record or ongoing business relationship.

15.4 Returns and warranty claims

Return, fault and warranty information will normally be retained for the duration of the claim and for up to six years after its conclusion.

Product safety and recall records may be retained for longer where reasonably required.

15.5 Marketing information

Marketing information will be retained while you remain a relevant business contact or until you object, withdraw consent or unsubscribe.

Limited information may then be retained on a suppression list so that we do not contact you again for marketing.

15.6 Website information

Website logs, analytics and cookie information will be retained in accordance with our configured retention periods, security requirements and Cookie Policy.

15.7 Complaints and legal claims

Complaints and legal claim information will be retained for as long as required to investigate and resolve the matter and for the relevant legal limitation period.

When information is no longer required, we will securely delete, destroy or anonymise it.

16. Your data protection rights

Depending on the circumstances, you may have the following rights.

16.1 Right to be informed

You have the right to receive clear information about how we use your personal information.

16.2 Right of access

You may request:

1. confirmation that we process your personal information;
2. a copy of that information; and
3. supporting information about how it is used.

16.3 Right to rectification

You may ask us to correct personal information that is inaccurate or complete information that is incomplete.

16.4 Right to erasure

You may ask us to delete personal information in certain circumstances.

This right is not absolute. We may need to retain information for legal, accounting, contractual, product safety or legal claim purposes.

16.5 Right to restrict processing

You may ask us to restrict the use of your information in certain circumstances, including while its accuracy or lawful use is being considered.

16.6 Right to data portability

Where the right applies, you may request personal information that you provided to us in a structured, commonly used and machine readable format.

You may also ask us to transfer it directly to another organisation where technically possible.

16.7 Right to object

You may object to processing based on legitimate interests.

We will stop processing unless we have compelling legitimate grounds that override your interests, rights and freedoms, or the processing is required for legal claims.

You have an absolute right to object to the use of your personal information for direct marketing.

16.8 Right to withdraw consent

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

Withdrawal will not affect processing that took place before consent was withdrawn.

16.9 Rights relating to automated decisions

You may have rights concerning decisions made solely through automated processing that produce legal or similarly significant effects.

We do not currently use solely automated decision making to make legally or similarly significant decisions about customers.

Credit reference agencies may use automated systems to calculate credit scores. We may consider those scores alongside other information when reviewing a credit application.

17. Exercising your rights

To exercise a data protection right, contact us using:

Email: enquiries@rmdist.com
Telephone: 01592 655565
Post: R&M Distribution, Unit 1, Carwhinny, Mitchelston Industrial Estate, Kirkcaldy, Fife, KY1 3LS

Please state that your request relates to data protection.

We may ask you for information reasonably required to:

1. confirm your identity;
2. locate the relevant information;
3. understand your request; and
4. prevent unauthorised disclosure.

We will normally respond without undue delay and within one month.

In some circumstances, we may extend the response period where a request is complex or where several requests have been made. We will inform you if an extension is required.

There is normally no charge. We may charge a reasonable fee or refuse a request where permitted by law, including where a request is manifestly unfounded or excessive.

Your rights are subject to legal exemptions and do not apply in every circumstance.

18. Data protection complaints

You have the right to complain if you believe that we have not handled your personal information in accordance with data protection law.

Complaints may be made by email, telephone or post using the contact details in section 17.

Please provide:

1. your name and contact details;
2. a description of the concern;
3. relevant dates;
4. account, order or invoice references where applicable;
5. copies of relevant communications; and
6. the outcome you are seeking.

We will:

1. provide a clear way for you to raise a complaint;
2. acknowledge receipt within 30 days;
3. investigate the complaint appropriately and without undue delay;
4. make reasonable enquiries;
5. keep you informed where appropriate; and
6. notify you of the outcome.

Raising a complaint with us does not affect your right to complain to the Information Commissioner’s Office.

19. Complaining to the Information Commissioner’s Office

The Information Commissioner’s Office is the United Kingdom’s independent data protection regulator.

You may contact it using the following details:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

We would appreciate the opportunity to consider and resolve your concern before you contact the Information Commissioner’s Office, but you are not required to do so.

20. Automated decision making and profiling

We may use limited analysis to:

1. understand purchasing patterns;
2. identify relevant products;
3. prevent fraud;
4. prioritise account reviews; and
5. improve customer service.

This activity does not normally involve a decision made solely by automated means that has a legal or similarly significant effect.

Where we introduce significant automated decision making in the future, we will provide appropriate information about:

1. the decision;
2. the information used;
3. the logic involved;
4. the possible consequences; and
5. the rights available to the individual.

21. Information about children

Our website and services are intended for business customers and adults.

We do not knowingly collect personal information from children for online sales or marketing purposes.

A person placing an order or creating an account must be at least 18 years old.

If you believe that a child has provided personal information to us, please contact us so that we can investigate and take appropriate action.

22. Third party websites

Our website may contain links to manufacturer websites, social media platforms, payment providers and other third party websites.

Those organisations are responsible for their own privacy practices.

We recommend reviewing the privacy information provided by a third party before submitting personal information to it.

We are not responsible for the privacy policies, security or content of third party websites.

23. Social media

When you interact with us through a social media platform, both we and the platform may process information about that interaction.

The social media platform will process information in accordance with its own privacy policy and account settings.

Information posted publicly may be visible to other users. You should avoid posting account, payment, address or other confidential information publicly.

24. Changes to this Privacy Policy

We may update this Privacy Policy to reflect:

1. changes in our business;
2. changes to our website;
3. new service providers;
4. changes in technology;
5. changes in the law; or
6. guidance issued by regulators.

The latest version will be published on our website with the date of the most recent update.

Where a change is significant, we may also notify affected customers by email, account notification or another appropriate method.

25. Contact us

Questions, requests or complaints concerning this Privacy Policy or our use of personal information should be sent to:

R&M Distribution
Unit 1, Carwhinny
Mitchelston Industrial Estate
Kirkcaldy
Fife
KY1 3LS

Telephone: 01592 655565
Email: enquiries@rmdist.com

Please mark written correspondence for the attention of the Data Protection Contact.