Last updated: January 2025
1. Introduction
TrueFlow Plumbing & Drainage ("we", "our", or "us") is committed to protecting and respecting your privacy. This policy explains how we collect, use, and safeguard your personal information when you use our website and services.
By using our website or services, you agree to the collection and use of information in accordance with this policy.
2. Information We Collect
We may collect the following types of information:
Personal Information
- Name and contact details (email address, phone number, postal address)
- Property address where services are required
- Details about your plumbing or drainage issue
- Payment information (processed securely through our payment providers)
Technical Information
- IP address and browser type
- Device information and operating system
- Pages visited and time spent on our website
- Referral source and website navigation paths
3. How We Use Your Information
We use the information we collect to:
- Provide and manage our plumbing and drainage services
- Respond to your enquiries and provide quotes
- Schedule appointments and send service reminders
- Process payments and send invoices
- Improve our website and customer experience
- Send marketing communications (only with your consent)
- Comply with legal obligations
4. Legal Basis for Processing
Under UK GDPR, we process your personal data based on the following legal grounds:
- Contract: To fulfil our service agreement with you
- Legitimate interests: To operate and improve our business
- Consent: For marketing communications and cookies
- Legal obligation: To comply with applicable laws and regulations
5. Data Sharing
We do not sell your personal information. We may share your data with:
- Service providers: Payment processors, IT support, and analytics services
- Professional advisors: Accountants, lawyers, and insurers as needed
- Regulatory bodies: When required by law or to protect our rights
All third parties are required to respect the security of your data and treat it in accordance with the law.
6. Cookies
Our website uses cookies to enhance your browsing experience. Cookies are small text files stored on your device that help us understand how you use our site.
We use the following types of cookies:
- Essential cookies: Required for the website to function properly
- Analytics cookies: Help us understand how visitors interact with our site
- Marketing cookies: Used to deliver relevant advertisements
You can manage your cookie preferences through your browser settings.
7. Data Security
We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include:
- Secure SSL encryption for data transmission
- Regular security assessments and updates
- Restricted access to personal data on a need-to-know basis
- Staff training on data protection practices
8. Data Retention
We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including:
- Service records: 6 years after the last service provided
- Financial records: As required by HMRC (typically 6 years)
- Marketing preferences: Until you withdraw consent
9. Your Rights
Under UK GDPR, you have the following rights:
- Access: Request a copy of the personal data we hold about you
- Rectification: Request correction of inaccurate or incomplete data
- Erasure: Request deletion of your data in certain circumstances
- Restriction: Request limited processing of your data
- Portability: Request transfer of your data to another provider
- Objection: Object to processing based on legitimate interests or marketing
To exercise any of these rights, please contact us using the details below. We will respond to your request within one month.
10. Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to read the privacy policies of any third-party sites you visit.
11. Changes to This Policy
We may update this privacy policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.
12. Contact Us
If you have any questions about this privacy policy or how we handle your data, please contact us:
- Phone: 0808 175 7440
- Email: info@trueflowdrainage.co.uk
- Address: Bracknell, Berkshire
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.