Anti-Spam Policy

Effective 9 September 2026 · Reviewed annually

Spam is any digital message — email, text, instant message — that the person receiving it did not ask for, does not want and had no reason to expect. Prism Integrated Security Solutions Ltd (“Prism”, “we”, “us”) does not send spam and does not tolerate it. This policy says what that means in practice. It forms part of our privacy policy, which sets out the lawful basis for every message described here under the UK General Data Protection Regulation and the Privacy and Electronic Communications Regulations 2003 (PECR).

1. What we send

Every message from Prism is one of three kinds.

• Service messages. The quotation you asked for and the link to accept it; confirmation of a survey or installation date and a reminder before it, by email and, if you gave us a mobile number, by text; invoices and receipts; the documents a job produces; the acknowledgement of a fault or a complaint; sign-in messages for the customer portal; and anything about the safety or working of a system we look after. We send these because you asked for the work or because the agreement between us requires it, and they carry no marketing.
• Replies. An answer to an enquiry, a question or a call. Asking us something is not consent to anything else, and our office sees an enquiry marked “not opted in — reply only” unless you chose otherwise.
• Marketing. News of our services and offers, by email only. We send it to two groups of people: those who ticked the box on an enquiry asking to be kept updated, and existing customers, about services similar to those they already have from us, under the “soft opt-in” in Regulation 22 of PECR. Every marketing email says who it is from and how to stop the next one.

2. What we never do

• buy, rent, borrow or scrape lists of email addresses or phone numbers, or send marketing to anyone who did not come to us
• pre-tick the marketing box, or make agreeing to marketing a condition of answering your enquiry or doing your work
• send marketing by text message, WhatsApp or any channel other than email — a text from Prism is a booking or scheduling message and nothing else
• disguise the sender, the subject or the purpose of a message, or send from an address you cannot reply to
• pass your details to anyone else for their marketing
• keep sending after you have asked us to stop

3. Service messages cannot be switched off

While there is an agreement between us, the service messages above are part of the service: a survey you booked has to be confirmed, an installation date has to be told to you, an invoice has to be sent. Opting out of marketing never touches them, and they cannot be unsubscribed from separately. When the agreement ends, they stop.

Nothing about a message that concerns safety — a fault on a monitored system, a call from the alarm receiving centre about an activation, a recall or a security notice about equipment we installed — is ever held back because of a marketing preference. We rely on our legitimate interest, and on our obligations under the agreement, to send it.

4. How to stop marketing

Any of the following works, and you need give no reason:

• use the unsubscribe link at the foot of any marketing email
• email dpo@prismintegratedsecurity.solutions from the address you want removed, or tell whoever at Prism you deal with
• use the contact page, or write to us at the address on any quotation or invoice we have sent you

We act on an opt-out promptly. A message already on its way may still arrive; nothing further will. We keep a record that you opted out, so that we do not ask you again, and a record of the consent behind any marketing we send, because PECR requires us to be able to show it. Withdrawing consent does not affect the messages sent before you withdrew it.

5. Complaints

If you believe a message from us was spam — because you never agreed to it, because you had asked us to stop, or because it did not say who it was from — tell us at dpo@prismintegratedsecurity.solutions. We will investigate, tell you what we found and put it right. You may also complain to the Information Commissioner’s Office, which enforces PECR, at ico.org.uk; our registration reference is ZC183779.

6. Changes

We review this policy annually and whenever we add a way of contacting people. A change that would let us send something this policy says we never send will not be made quietly: the policy will say so first, and anybody it affects will be asked, not told.