This Privacy Policy explains how Your 247 Plumber (“we”, “us”, “our”) collects, uses and protects your personal information when you visit your247plumber.com, contact us, or use our plumbing services. We handle your data lawfully, fairly and transparently in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).
1. Who we are
Your 247 Plumber is a plumbing service based in Slough, Berkshire, and is the “data controller” for the personal information described in this policy. You can contact us at any time using the details on the Contact page of our website.
2. The information we collect
Depending on how you interact with us, we may collect:
- Contact details: your name, phone number, email address, and the address of the property where work is needed.
- Job information: a description of your plumbing issue, photos or videos you choose to send us, access instructions, preferred appointment times, and details of the work we carry out.
- Communication records: messages sent through our website forms, email, phone, SMS or messaging apps such as WhatsApp.
- Payment and invoicing information: invoice details and confirmation that a payment was made. We do not store full card numbers; card payments are handled by a third-party payment provider.
- Technical and usage data: IP address, browser type and version, device type, operating system, pages viewed, time spent on pages, referring website, and approximate location, collected through cookies and similar technologies.
- Marketing preferences: whether you have agreed to receive updates from us, where applicable.
- Reviews and feedback: anything you choose to tell us about our service.
We do not knowingly collect “special category” data (such as health or ethnicity data). Please do not include this kind of information in messages to us unless it is necessary for your job, for example if you tell us about something that affects access or safety at the property.
3. How we collect your information
- Directly from you when you call us, fill in a contact or quote form, email us, message us, or book a job.
- Automatically when you use our website, through cookies and similar technologies (see section 7).
- From third parties such as Google (for example, if you contact us through our Google Business Profile), online directories, or a landlord, letting agent or property manager who has asked us to carry out work at a property.
4. How we use your information and our lawful bases
- Responding to enquiries and giving quotes: legitimate interests (running our business and answering your request), or steps taken at your request before entering into a contract.
- Booking, carrying out and following up plumbing work, including emergency call-outs: performance of a contract.
- Invoicing, taking payment, and keeping accounting records: performance of a contract and legal obligation.
- Handling complaints, guarantee claims, and protecting our legal rights: legitimate interests and legal obligation.
- Improving and securing our website and understanding how visitors use it: legitimate interests and, for non-essential cookies, your consent.
- Sending marketing emails or texts, where applicable: consent, or the “soft opt-in” under PECR for existing customers. You can opt out at any time.
- Meeting health and safety, insurance and other legal or regulatory requirements: legal obligation.
We do not use your personal information for automated decision-making or profiling that has legal or similarly significant effects on you.
5. Who we share your information with
We do not sell your personal information. We only share it where necessary, with:
- Subcontractors or associated tradespeople who carry out work on our behalf and need your contact details and job address.
- Service providers that support our business, such as website hosting and maintenance, email and messaging providers, scheduling or job-management software, payment processors, and accountants or bookkeepers.
- Analytics providers such as Google (for example, Google Analytics), subject to your cookie choices.
- Professional advisers and insurers where needed to manage claims, disputes or legal obligations.
- Regulators, law enforcement or other authorities where we are required by law to disclose information.
- A buyer or successor if our business is sold or merged, in which case your data would remain protected under this policy.
Where a third party processes data on our behalf, we require them to protect it and only use it in line with our instructions.
6. International transfers
Some of our service providers (for example, Google or our email or hosting providers) may process data outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as transfers to countries covered by UK adequacy regulations, or use of the UK International Data Transfer Agreement or the UK Addendum to standard contractual clauses.
7. Cookies and similar technologies
Our website uses cookies, which are small text files stored on your device. We use:
- Strictly necessary cookies that keep the website working and secure. These do not need consent.
- Analytics cookies (for example, Google Analytics) that help us understand how visitors use the site. We only set these if you consent.
You can change or withdraw your cookie consent at any time using the cookie settings on our website, or by adjusting your browser settings. Blocking some cookies may affect how the site works. For more information about managing cookies, visit the ICO’s cookie guidance.
8. How long we keep your information
We keep personal information only for as long as we need it for the purposes above, including to meet legal, accounting or reporting requirements. As a guide:
- Enquiries that do not become jobs: up to 12 months.
- Customer and job records, invoices and payment records: 6 years after the job, to meet tax, accounting and limitation-period requirements.
- Marketing preferences: until you unsubscribe or ask us to stop.
- Website analytics data: up to 14 months.
When information is no longer needed, we delete it or anonymise it securely.
9. How we protect your information
We use appropriate technical and organisational measures to protect your personal information against loss, misuse, unauthorised access and disclosure. These include secure hosting, access controls, up-to-date software, and limiting access to people who need it for their work. No method of transmission over the internet is completely secure, so we cannot guarantee absolute security, but we take reasonable steps to protect your data.
10. Your rights
Under UK data protection law, you have the right to:
- Be informed about how we use your data (this policy).
- Access the personal information we hold about you.
- Rectification: ask us to correct inaccurate or incomplete information.
- Erasure: ask us to delete your information in certain circumstances.
- Restrict processing of your information in certain circumstances.
- Data portability: receive your information in a structured, commonly used format, where it applies.
- Object to processing based on legitimate interests, and to direct marketing at any time.
- Withdraw consent at any time, where we rely on consent. This will not affect the lawfulness of processing before you withdrew it.
To exercise any of these rights, contact us using the details on the Contact page of our website. We may need to verify your identity before responding, and we aim to reply within one month.
11. Complaints
If you are unhappy with how we have handled your personal information, please contact us first so we can try to put things right. You also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office (ICO), at ico.org.uk/make-a-complaint or by telephone on 0303 123 1113.
12. Links to other websites
Our website may contain links to other websites, such as Google Maps, review platforms or social media. We are not responsible for the privacy practices or content of those sites, and we encourage you to read their privacy policies.
13. Children’s privacy
Our services and website are not aimed at children under 18, and we do not knowingly collect personal information from them. If you believe a child has given us personal information, please contact us and we will delete it.
14. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The latest version will always be available on this page, and the “Last updated” date at the top shows when it was last changed.
15. Contact us
If you have any questions about this Privacy Policy or how we handle your personal information, please get in touch through the Contact page of our website.