Privacy Policy
How we collect, use, and protect your personal information
At Plumbline MK, we are committed to protecting your privacy and ensuring your personal data is handled securely and transparently. This Privacy Policy explains how we collect, use, store, and protect your information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Last updated: February 2024
1. Information We Collect
We may collect and process the following personal information:
Personal Details:
- Name and contact information (address, email, phone number)
- Property details (for service delivery)
- Payment and billing information
Service Information:
- Boiler and heating system details
- Service history and maintenance records
- Appointment and scheduling information
- Gas safety certificates and compliance documentation
Technical Data:
- Website usage data (via cookies)
- IP address and browser information
- Device type and operating system
Communications:
- Correspondence via email, phone, or contact forms
- Customer feedback and reviews
- Marketing preferences
2. How We Use Your Information
We use your personal data for the following purposes:
- Service Delivery: To provide boiler installation, repair, servicing, and other heating services
- Communication: To respond to enquiries, send appointment reminders, and provide service updates
- Compliance: To meet legal obligations including Gas Safe regulations and health & safety requirements
- Administration: To process payments, manage accounts, and maintain service records
- Marketing: To send promotional offers and newsletters (only with your consent)
- Improvement: To analyze service performance and improve our offerings
- Legal Requirements: To comply with legal obligations and protect our legal interests
Legal Basis for Processing
We process your data under the following legal bases:
- Contract Performance: To fulfill our service obligations to you
- Legal Obligation: To comply with Gas Safe and other regulatory requirements
- Legitimate Interest: To operate and improve our business
- Consent: For marketing communications (you can withdraw consent at any time)
3. Data Sharing and Disclosure
We do not sell your personal data to third parties. We may share your information with:
- Service Providers: Payment processors, email service providers, and booking systems
- Manufacturers: For warranty registration and product support
- Regulatory Bodies: Gas Safe Register, local authorities, and building control when legally required
- Insurance Providers: For insurance-backed guarantees and claims
- Legal Authorities: When required by law or to protect our legal rights
All third parties are required to maintain the confidentiality and security of your data and use it only for the specified purposes.
4. Cookies and Website Analytics
We use cookies and similar technologies to improve your experience on our website. Cookies are small text files stored on your device that help us:
- Remember your preferences and settings
- Understand how you use our website
- Improve website functionality and performance
- Provide relevant content and marketing
You can control cookie settings through your browser preferences. However, disabling cookies may affect website functionality. For more information, see our Cookie Policy.
5. Your Rights Under UK GDPR
You have the following rights regarding your personal data:
Right to Access
Request a copy of the personal data we hold about you
Right to Rectification
Request corrections to inaccurate or incomplete data
Right to Erasure
Request deletion of your personal data (subject to legal requirements)
Right to Restrict Processing
Request limitation on how we use your data
Right to Data Portability
Receive your data in a structured, commonly used format
Right to Object
Object to processing based on legitimate interests or direct marketing
Right to Withdraw Consent
Withdraw consent for marketing communications at any time
To exercise any of these rights, please contact us using the details below. We will respond within one month of your request.
6. Data Retention
We retain your personal data only for as long as necessary:
- Service Records: 6 years (in line with Gas Safe requirements and legal obligations)
- Customer Accounts: Duration of relationship plus 6 years
- Financial Records: 7 years (HMRC requirements)
- Marketing Data: Until consent is withdrawn or 3 years of inactivity
- Website Analytics: 26 months
After retention periods expire, we securely delete or anonymize your data in accordance with our data retention policy.
7. Data Security
We take data security seriously and implement appropriate technical and organizational measures to protect your personal information:
- Secure encrypted connections (SSL/TLS) on our website
- Regular security assessments and updates
- Access controls and staff training
- Secure backup and disaster recovery procedures
- Third-party security audits
While we take all reasonable steps to protect your data, no internet transmission is completely secure. We cannot guarantee absolute security but will notify you of any data breaches as required by law.
8. Third-Party Links
Our website may contain links to third-party websites (e.g., manufacturer websites, review platforms). We are not responsible for the privacy practices of these external sites. Please review their privacy policies before providing any personal information.
9. Children's Privacy
Our services are not directed at children under 16. We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact us immediately.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting a notice on our website or by email. The "Last Updated" date at the top of this page indicates when the policy was last revised.
Contact Us
If you have any questions about this Privacy Policy or wish to exercise your data rights, please contact us:
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe your data has been mishandled:
ICO: www.ico.org.uk | Tel: 0303 123 1113