PlumbCall Plumbing & Heating Ltd Privacy Policy

Last updated: October 2025

This Privacy Policy has been updated to align with UK GDPR and FCA/TradeHelp finance compliance requirements.

Contents

1. Important notice

This Privacy Policy describes how we obtain and use your personal data, why we are allowed to do so by the law, who has access to your personal data and what your rights are. Please review it carefully.


In the event that the Site contains a separate Privacy Statement linked to via the Site homepage, in the case of conflict between that Privacy Statement and this Privacy Policy, the Privacy Statement shall prevail over this Privacy Policy.

We take your privacy seriously and use your personal data as further explained in this Privacy Policy. We are the “controller” of the personal data you provide to us.

You have the right to object to us processing your personal data for our legitimate business interests or for direct marketing purposes (including any related profiling). For more information about your rights and how you can exercise them, please see the section Your rights.

2. Personal Data we may collect and why

Personal data is any information which identifies you personally — directly (for example, your name) or indirectly (for example, details of your use of our services).


We may collect the following information:


  • Contact details: your name, address, email, and telephone number so we can respond to your enquiries and deliver our services.


  • Correspondence: any additional information you provide when contacting us by email, phone, or via our website.


  • Survey responses: information from optional feedback or surveys.


  • Transaction details: information relating to quotes, bookings, or payments.


  • Website usage: data such as IP address, browser type, and time spent on pages (via cookies and analytics).

2.1. Finance data processing

When customers apply for finance through TradeHelp Ltd or Novuna Personal Finance, we may share limited personal data to support the credit application process.


Finance is subject to status and credit checks. All finance data is handled securely in line with FCA requirements and UK GDPR.

3. Cookies and tracking technologies

What are cookies?


Cookies are small files stored on your device that help us provide a better browsing experience, analyse traffic, and show relevant content or advertising.


Types of cookies we use


  • Essential cookies – required for security and basic site functionality.


  • Analytics cookies – provided by Google Analytics, helping us understand website performance (e.g. pages visited, time spent). Analytics data is anonymous.


  • Marketing cookies – provided by Meta Pixel (Facebook), used to measure and improve our marketing campaigns, such as showing relevant PlumbCall ads to people who have visited our website.


Meta Pixel collects limited information (like IP address, device type, and actions taken on our site) which may be used by Meta Platforms to show relevant adverts. You can learn more or adjust your ad preferences at https://www.facebook.com/privacy/policy.


We do not sell or trade any of this data.


Managing cookies


You can control or delete cookies through your browser settings at any time. For more details, visit: https://ico.org.uk/your-data-matters/online/cookies


Disabling cookies may affect certain site features but will not prevent you from accessing the site.

4. How we use your personal data

We use your personal data to:


  • Provide, manage, and improve our services.


  • Communicate with you about quotes, appointments, or service updates.


  • Handle complaints or disputes in line with FCA and consumer standards.


  • Send marketing communications about similar services (under the PECR soft opt-in rule).


  • Track website use and marketing performance through analytics and Meta Pixel.


  • Meet legal, financial, and regulatory obligations (including HMRC and FCA).


  • Detect and prevent fraud or misuse of services.


Every marketing email includes an unsubscribe option, and you may withdraw consent at any time.

5. Legal grounds for processing

We rely on the following lawful bases under the UK GDPR:


  • Contract – to provide and manage our services.


  • Legal obligation – to meet regulatory or statutory duties (e.g. FCA or HMRC).


  • Legitimate interests – for service communication, analytics, and customer marketing.


  • Consent – for unrelated or third-party marketing (e.g. via Meta or other partners).

6. Who we share your personal data with

We may share your information with:


  • Finance lenders/brokers (for finance applications)


  • Law enforcement agencies and regulators (e.g., FCA, HMRC)


  • Professional advisers (lawyers, accountants, compliance consultants)


  • Service providers (e.g. analytics and marketing platforms like Google and Meta)


  • Successor organisations in the event of a merger or acquisition


  • If we transfer data outside the UK, we ensure appropriate safeguards such as Standard Contractual Clauses are in place.


We only share the minimum data necessary and ensure it is handled securely.

7. How long we keep your personal data for

We retain:


  • Service and transactional data for up to six years after service completion.


  • Marketing data until you unsubscribe or withdraw consent.


We review data retention regularly and securely delete or anonymise information when it’s no longer required.

8. Your rights

You have the right to:


  • Access your personal data


  • Rectify inaccurate information


  • Erase data (“right to be forgotten”)


  • Restrict or object to processing


  • Request portability of your data


  • Withdraw consent for marketing


  • Complain to the Information Commissioner’s Office (ICO)


We respond to all rights requests within one month.

9. How to contact us

PlumbCall Plumbing & Heating Ltd



If you are not satisfied with our response, you can contact the Information Commissioner’s Office (ICO):



10. Links to other websites

Our site may contain links to external websites. This Privacy Policy does not apply to those websites, and we are not responsible for their privacy practices. Please check their privacy policies when visiting.

11. Changes to this Privacy Policy

This Privacy Policy was last updated in October 2025.


We may update it from time to time to reflect changes in law or our business practices.


Please check this page periodically for updates.