Privacy Policy

1. D.R. Plumbing and Heating and your Personal Data

This is our privacy notice for our services. It explains your statutory rights and how we collect and use your personal data in accordance with GDPR. It describes the processing activities that are carried out by D.R. Plumbing and Heating in relation to our services, the purposes for which these activities are performed and the legal bases that D.R. Plumbing and Heating relies upon for these processing activities.

We may update this privacy notice from time to time to ensure it is always up to date and accurate. Any changes we may make to our privacy notice will be posted on this page and we will communicate any significant changes to you.

You can contact our Data Protection Officer at [email protected]

2. Personal data we collect

Here we set out the details of the types of personal data we collect. We subsequently set out what we use the data for:

• Your contact details and the contact details of people associated with your account: information that allows us to contact you directly such as your name, email address, telephone number and addresses associated with your account or order
• Vulnerability information: information that allows us to understand whether you are in a vulnerable situation, including health and disability information
• Financial information: information that allows us to understand your creditworthiness and financial position
• Transaction and payment information: credit/debit card details and bank account details you provide to make payment for the products and services you purchase from us
• Purchase and account history: records relating to the products and services which you have purchased or used
• Records of your discussion with our office staff, webchat and emails: when you share comments and opinions with us, ask us questions or make a complaint we will keep a record of this. This includes when you send us emails, phone us, contact us via social media or webchat, such as Twitter or Facebook

3. What we use your personal data for and why

Where we process your personal data because of our contract

We process these items of your personal data to enter or fulfil the contract between us including:

Reason or Purpose	Personal data used
Provide our services to you and maintain your account (including for quality assurance purposes and handling any complaints you might make)	All personal information we collect as listed in section 2
Take payment for our services and debt collection	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Credit information Transaction and payment information Purchase and account history
Deliver products to you (e.g. boiler)	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account
To deliver service communications (such as invoices) and tailoring these communications to your circumstances	Your contact details and the contact details of people associated with your account Transaction and payment information
Answer your complaints or questions	The personal data which is necessary for us to deal with your complaint, which will depend on the nature of your complaint Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Transaction and payment information Purchase and account history
Deliver/provide servicing	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account
Manage claims that you make	All personal information we collect as listed in Section 2 apart from vulnerability information
Investigating misuse of your account, crime and fraud	The personal data which is necessary for us to investigate the issue, which will depend on the nature of the problem At a minimum, this will include your name and contact information and information about your account and transaction history
Look after customers who have vulnerability	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Vulnerability information

Where we process your personal data because we have a legitimate interest to

We process these items of your personal data because we have legitimate interest to do so. We process the following of personal data, including:

Reason or Purpose	Personal data used
Maintain and improve our services, e.g. Optimise business processes, quality assurance purposes, support efficient management of our staff, analyse performance of webpages and provide relevant content to you	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Transaction and payment information Purchase and account history Advertise and direct marketing
Review the pricing and affordability of our services	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Credit information Purchase and account history
Develop new products and services	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Purchase and account history
Direct marketing. If you have not specifically consented to receive direct marketing materials, we will only send you direct marketing materials where we are allowed to because of law. However we will never send you direct marketing where you have opted out of receiving direct marketing communications	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Purchase and account history Transaction and payment information
For market research purposes, e.g. to understand how you use our services or how we might improve them	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Transaction and payment information Purchase and account history
Protection of our staff	All personal information as we collect as listed in section 2
Staff training	All personal information as we collect as listed in section 2
For the establishment, exercise or defence of legal claims	All personal information as we collect as listed in section 2
Maintain accuracy and relevance of your data	All personal information as we collect as listed in section 2

Where we process your personal data because you have allowed us to

We process these items of your personal data when you have provided your consent to the processing, you may revoke your consent at any point:

Reason or Purpose	Personal data used
Direct marketing	Your contact details and the contact details of people associated with your account Account information and details of other people linked to your account Credit information Purchase and account history Transaction and payment information Rewards Products and services that we have determined may be of interest to you

Where we process your personal data so you can’t be identified any more

We may anonymise and aggregate any of the personal data we hold (so that it does not identify you).

We may use anonymised and aggregated information for purposes that include testing our IT systems, research, data analysis, improving our site, apps and developing new services.

4. Sources we collect your personal data from

We will collect personal data from a number of sources. These include:

• Directly from you: when you set up an account with us, purchase our services, submit information via our website or apps, complete forms that we provide to you, make a claim or complaint, exercise your statutory rights, contact us by phone, email, or communicate with us directly in some other way
• Our website and mobile applications: we will collect information about how you use them and any smart devices you connect to them
• Other companies we work with: provide us with information to help us deliver our services to you. These include:
  • Service engineers: who will provide us with information about your boiler and central heating system
  • Debt collection agencies
  • Regulators: provide us with information about the complaints they receive
• Other people linked to your account: If someone pays an invoice on your behalf, or you set up to pay someone else’s invoice, we may obtain information about you from them

5. Who we share your personal data with

We share personal data with the following categories of third parties:

Who	Examples
Any party approved by you	A finance company, if you want to take out a financing service
Advertising partners	Facebook Twitter
Delivery companies	Royal Mail
Industry partners	For warranty and finance Worcester Bosch Gas Safe Oftec Novuna Personal Finance
The government of our regulators	FCA Financial Conduct Authority

6. How long we keep personal data for

We will keep your personal data for as long as necessary in order to achieve the processing purposes.

7. Your rights in relation to your personal data

You may have the following rights in relation to your personal data:

• The right to be informed about the personal data we collect, how your personal data is being used, and from whom we collect your personal data when we obtain it from other sources;
• The right to access the personal data we hold about you;
• The right to request the correction of inaccurate personal data we hold about you;
• The right to request the blocking or deletion of your personal data in some circumstances;
• The right to object to us processing your personal data (where we do so only because you have consented, or because we are using automated means to make decisions that affect you); and;
• The right to withdraw your consent

You only have the benefits of some of the above rights in limited circumstances, which depend on the legal reason why we collected your personal data.

To exercise any of the above rights, or if you have any questions relating to your rights, please contact us using the details below.

8. Getting in touch

If you have any privacy-related questions or comments, please contact D.R. Plumbing and Heating’s Data Protection Officer, Drws Y Mynydd, Pentre Dwr, Rhosllanercrugog, Wrexham, LL14 1DD.

You can also contact our Data Protection Officer at; [email protected]

If you are unhappy with the way we are using your personal data you can also complain to the UK Information Commissioners Office or your local data protection regulator. We are here to help and encourage you to contact us to resolve your complaint first.

Last reviewed September 2022