Privacy Policy

PRIVACY POLICY

We may collect and process the following personal information:

• Name
• Telephone number
• Email address
• Property address or postcode
• Details of plumbing or emergency issues you report
• Information you provide during telephone calls or contact forms
• Website usage information such as IP address, browser type and device information
• Cookie and analytics information

Most of the personal information we process is provided directly by you when you:

• Telephone us
• Request assistance
• Complete a contact form
• Send us an email
• Use our website

We may also receive information from:

• Contractors who update us regarding enquiries
• Website analytics providers
• Telephone service providers

We use your information to:

• Respond to your enquiry
• Assess your emergency plumbing issue
• Check contractor availability
• Pass your enquiry to a suitable contractor where appropriate
• Communicate with you about your enquiry
• Improve our services and website
• Maintain records of enquiries and business operations
• Prevent misuse or fraudulent activity

We may share your information with:

• Independent plumbing or drainage contractors
• Telephone and communications providers
• Website hosting providers
• Technology providers who support our services
• Professional advisers where required

We only share information necessary to deal with your enquiry or operate our services.

We do not sell your personal information.

Lawful bases for processing:

Under the UK GDPR, the lawful bases we rely upon are:

Contract: We process information where it is necessary to respond to your enquiry and provide our services.

Legitimate interests: We process information to operate, improve and protect our business and services.

Legal obligations: We may retain information where required by law.

Consent" Where consent is required, you may withdraw it at any time by contacting us.

How we store your information:

Your information is stored securely using appropriate technical and organisational measures.

Information may be stored by:

• Website hosting providers
• Cloud service providers
• Telephone systems
• Customer management systems

We retain enquiry information only for as long as reasonably necessary to operate our services, deal with enquiries, maintain records, or comply with legal obligations.

When information is no longer required, it is securely deleted or anonymised.

Telephone calls may be recorded for:

• Quality assurance
• Training
• Complaint handling
• Service improvement
• Fraud prevention

Where calls are recorded, recordings are retained only for as long as reasonably necessary.

Our website may use cookies and analytics services to:

• Measure website usage
• Improve performance
• Understand visitor behaviour

You can control cookies through your browser settings.

Your data protection rights:

Under UK data protection law, you have rights including:

• The right to access your personal information.
• The right to correct inaccurate information.
• The right to request deletion of your information in certain circumstances.
• The right to restrict processing.
• The right to object to processing.
• The right to data portability where applicable.

You do not normally have to pay a fee to exercise these rights.

We will respond to requests within one month.

Please contact us using the details below if you wish to exercise your rights.

How to complain:

If you have concerns about how we use your information, please contact us first:

help@emergencyplumber.co.uk

You also have the right to complain to the Information Commissioner’s Office: Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire Telephone: 0303 123 1113