Privacy Policy

Last Updated: December 2025

1. Introduction

Welcome to PlumbResponse ("we", "our", or "us"). We are committed to protecting your personal data and respecting your privacy. This policy explains how we collect, use, and store your personal information when you use our website (https://www.plumbresponse.co.uk) or engage our plumbing, heating, and gas services.

We operate in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Data (Use and Access) Act 2025.

2. Who We Are (Data Controller)

Company Name: PlumbResponse Ltd
Trading Name: PlumbResponse
Registered Address: PlumbResponse, Suite 2, 4 Newstead Road, Wakefield, WF1 2DE
Company Registration Number: 16856564
Email for Data Queries: hello@plumbresponse.co.uk

3. Data We Collect

We may collect, use, store, and transfer different kinds of personal data about you, including:

Identity Data: First name, last name, title.
Contact Data: Service address, billing address, email address, telephone numbers.
Technical Data: Internet Protocol (IP) address, browser type and version, time zone setting, and location data (via Google Analytics/Ads).
Transaction Data: Details of payments from you and details of services (repairs, installations) you have purchased from us.
Gas Safe Data: Information required for statutory gas safety certificates.

4. How We Use Your Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

Performance of a Contract: To register you as a new customer, process your booking (including emergency call-outs), and deliver the services requested.
Legal Obligation: To keep records required by HMRC and the Gas Safe Register regarding gas safety checks and installations.
Legitimate Interests: To use data analytics to improve our website, services, customer relationships, and experiences.
Marketing (Consent): Where you have opted in, or where we have a legitimate interest (existing customers), to show you relevant advertisements via Google or Social Media platforms.

5. Disclosure of Your Data

We may share your personal data with:

Service Providers: IT and system administration services.
Professional Advisers: Accountants, insurers, and solicitors.
Regulators: HM Revenue & Customs and the Gas Safe Register.
Third-Party Marketing: Google and Meta (Facebook/Instagram) for the purpose of ad personalisation and measurement (only where you have consented to cookies).

6. International Transfers

We do not transfer your personal data outside the UK. However, some of our external third parties (e.g., Google, Meta) are based outside the UK. Whenever they process your personal data, we ensure a similar degree of protection is afforded to it by ensuring standard contractual clauses (SCCs) or the UK International Data Transfer Agreement (IDTA) are in place.

7. Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way.

8. Your Legal Rights

Under the UK GDPR and the Data (Use and Access) Act 2025, you have rights including:

Right of Access: Request a copy of the personal data we hold about you.
Right to Correction: Request correction of incomplete or inaccurate data.
Right to Erasure: Ask us to delete your data where there is no good reason for us continuing to process it.
Right to Complaint: You have the right to make a complaint at any time to the Information Commissioner's Office (ICO). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us at hello@plumbresponse.co.uk in the first instance.