Collection and Use of Personal Information

When you use the services of STEVE GRANT PLUMBING & HEATING LIMITED (“we”, “us”, “our”), we may ask you to provide certain personal information. We will collect and use this information in accordance with this Privacy Policy and applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

You are not obliged to provide the personal information we request. However, if you choose not to provide it, we may be unable to supply our services, process your requests, or respond to your queries.

The following sets out the types of personal information we may collect and how we use it.

2. What Personal Information We Collect

We may collect personal information when you create an account, book our services, make a purchase, contact us, or request a quotation. This information may include your name, postal address, telephone number, email address, and contact preferences.

When you purchase goods, services or gift vouchers through our website, we may collect personal information relating to the individuals you provide, such as their name, postal address, email address and telephone number. We use this information to fulfil your requests, provide our services, and prevent fraud.

In certain circumstances and where required by law, we may request government-issued identification documents, for example for customs declarations or identity verification. This will only be done where necessary and permitted by law.

4. How We Use Your Personal Information

We may use your personal information to send you updates about our services, offers, and event notifications. If you do not wish to receive marketing communications, you may opt out at any time by updating your preferences or contacting us.

We may use personal information, such as your email address or telephone number, to verify your identity and secure your account.

We will use personal information to send you essential communications, including order confirmations, booking details, and service updates. These messages are necessary for the performance of our contract with you and cannot be opted out of.

We also use personal information for internal purposes such as auditing, data analysis, and research, to improve our services, products, and customer communications.

5. Collection and Use of Non‑Personal Information

We may collect and use information that does not identify you personally. We may collect, use, transfer, and disclose such non‑personal information for any lawful purpose.

We collect information such as occupation, preferred language, postcode, geographic area, unique device identifiers, referring URLs, location data, and time zone. This helps us understand customer behaviour and improve our services, website, and marketing.

We collect information about your activity on our website. This data is aggregated and used to improve our website, services, and customer experience. Aggregated data is treated as non‑personal information under this policy.

We may collect details about how you use our services, including search queries. This information is used to improve our service offerings and make them more relevant. This data generally does not include your IP address unless required to ensure service quality.

6. Cookies and Similar Technologies

Our website, emails and advertisements may use cookies, pixel tags, and web beacons. These technologies help us understand user behaviour, analyse website usage, measure advertising effectiveness, and improve our services.

Information collected via cookies is treated as non‑personal information. Where UK law regards IP addresses or similar identifiers as personal data, we treat them accordingly. Where non‑personal information is combined with personal information, the combined data is treated as personal information under this policy.

Like most online services, we automatically collect and store certain information in server logs, including your IP address, browser type, language, operating system, and date/time of access.

We use this information to analyse trends, administer our website, understand user behaviour, improve our services, and compile demographic data. We may also use this information for marketing and advertising purposes.

Pixel tags enable us to send readable emails and track whether emails have been opened. This helps us manage and reduce unnecessary communications.

7. Disclosure and Transfer of Personal Information

We may disclose your personal information if required to do so by law, or in response to valid requests from public authorities, courts, or regulatory bodies in the UK or abroad.

We may also disclose personal information where necessary to protect national security, public safety, law enforcement, or other public interests recognised under UK law.

We may disclose personal information to enforce our terms and conditions, protect our operations, or safeguard the safety of our users or third parties.

In the event of a reorganisation, merger, or sale of all or part of our business, personal information we hold may be transferred as part of the transaction.

We take the protection of personal information very seriously. We use industry‑standard encryption, including Transport Layer Security (TLS), to protect data during transmission. Personal data is stored on secure systems with restricted access, located in physically secure facilities. Account passwords are stored in encrypted form, including when held with third‑party providers.

8. Privacy Queries and Complaints

If you have any questions, concerns or complaints regarding this Privacy Policy, our data processing practices, or a potential breach of UK data protection law, please contact us.

We will acknowledge and investigate your query or complaint and respond in a timely manner. If your concern is complex, we may request additional information. Where we are unable to resolve your complaint, you may contact the Information Commissioner’s Office (ICO), the UK data protection authority. We can provide details of how to contact the ICO on request.

We may update this Privacy Policy from time to time. Where changes are significant, we will publish an updated version on our website, together with a notice of the changes.