Privacy Policy
Last updated: 14 August 2026
1. About this privacy notice
This privacy notice explains how Adrian Plumbing & Heating Limited (“we”, “us”, “our”) collects, uses, stores and protects personal information when you contact us, request a quotation or use our plumbing, heating, gas and air-conditioning services.
We are committed to handling your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This notice is provided in plain English so you can understand how your information is used.
2. Who we are and how to contact us
Adrian Plumbing & Heating Limited is the data controller responsible for your personal data collected through this website and during the provision of our services. We are based near Grays and serve Grays, Upminster, Hornchurch, Basildon, Barking, Dagenham, Ilford, Dartford and surrounding areas.
- Telephone: 07899 728506
- Email: info@adrianplumbingandheating.co.uk
3. What this notice covers
This notice covers personal data collected through this website (including enquiry and callback request forms), during telephone calls and messages, and during service visits to your property. It applies to prospective, current and former customers. Separate terms may apply to business (non-domestic) customers where agreed in writing.
4. Information we collect
Depending on how you interact with us, we may collect:
- Contact details: your name, email address (required for enquiries) and a validated UK telephone number.
- Location and property details: your postcode and address, access notes and property/job details relevant to the work.
- Service records: quotation, appointment, service, invoice and payment records.
- Correspondence: the content of messages and communications you send us.
- Marketing preferences: any choices you make about receiving marketing from us.
- Website and device data: information collected automatically, such as browser type, device information and cookie data (see section 14).
We only ask for the information we need to respond to your enquiry and provide our services. We do not collect special category data unless you voluntarily provide it in a message, in which case we will handle it carefully and only use it where necessary.
5. How we collect information
We collect personal information in the following ways:
- Directly from you: when you complete a website form, call us, send a message, or speak to us during a visit.
- During service visits: when we attend your property and record details needed to carry out and document the work.
- From service and technology providers: where relevant providers process information on our behalf, such as our CRM and communications platform (see section 8).
6. Why we use your information and the legal basis
We only use your personal information where we have a lawful basis under UK GDPR. The table below explains the main purposes and the legal basis for each.
| Purpose | Lawful basis |
|---|---|
| Responding to enquiries, providing quotations and arranging appointments | Pre-contract steps taken at your request (UK GDPR Art. 6(1)(b)) |
| Providing plumbing, heating, gas and air-conditioning services, including safety and access records | Performance of a contract with you (UK GDPR Art. 6(1)(b)) |
| Billing, invoicing and maintaining accounting records | Legal obligation (UK GDPR Art. 6(1)(c)) |
| Handling complaints and resolving disputes | Legitimate interests (UK GDPR Art. 6(1)(f)) |
| Fraud prevention and security of our systems and premises | Legitimate interests (UK GDPR Art. 6(1)(f)) |
| Operating and improving this website | Legitimate interests (UK GDPR Art. 6(1)(f)) |
| Sending direct marketing (only where you have consented) | Consent (UK GDPR Art. 6(1)(a)) |
We do not require consent to respond to your enquiry or provide a service. Consent is only used where you have chosen to receive marketing.
7. Marketing
We only send you marketing communications if you have given us consent to do so. We do not currently send marketing by default, and responding to your enquiry or service request does not require you to consent to marketing.
You can withdraw your consent or object to marketing at any time by contacting us using the details in section 19. We will stop sending marketing promptly after receiving your request.
9. International transfers
We do not claim that your data is transferred outside the UK, nor do we claim it always stays in the UK. If a service provider processes personal data outside the UK on our behalf, we will ensure appropriate UK GDPR safeguards are in place, such as standard contractual clauses or other recognised transfer mechanisms.
You may request details of the safeguards used for any international transfer by contacting us using the details in section 19.
10. How long we keep information
We only keep personal data for as long as is necessary for the purposes described in this notice and to meet legal or accounting requirements. The following periods are proposed and should be confirmed by the business owner before publication:
- Unsuccessful enquiries: up to 24 months, after which they are securely deleted or anonymised.
- Customer, job, quotation, invoice and accounting records: normally 6 years after the relevant relationship or transaction, to meet tax and accounting requirements.
- Marketing preference and suppression records: while needed to respect your choices, then securely deleted.
- Legal claims: longer retention where necessary to establish, exercise or defend legal claims.
When data is no longer needed, we securely delete or anonymise it. These periods are provisional and subject to confirmation by the business owner.
11. How we protect information
We take reasonable steps to protect your personal data using appropriate technical and organisational measures, such as restricting access to authorised personnel and using secure systems. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. We continuously review and improve our safeguards where practical.
12. Your data protection rights
Under UK GDPR you have the following rights, although these rights are not absolute and some only apply in certain circumstances:
- Access: request a copy of the personal data we hold about you.
- Correction: ask us to correct inaccurate or incomplete data.
- Erasure: ask us to delete your data in certain circumstances.
- Restriction: ask us to limit how we use your data.
- Objection: object to processing based on legitimate interests or for marketing.
- Portability: receive certain data in a structured, machine-readable format.
- Withdrawal of consent: withdraw consent for marketing at any time.
- Complaint: complain to the ICO (see section 13).
To exercise any of these rights, contact us using the details in section 19. We will respond within one month, as required by law.
13. Your right to complain to the ICO
If you have a concern about how we handle your personal data, we encourage you to contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator, at any time.
- ICO helpline: 0303 123 1113
- Online: ico.org.uk — make a data protection complaint
Contacting Adrian first does not affect your right to complain to the ICO.
15. Automated decisions and profiling
We do not use automated decision-making or profiling to make decisions about you that have legal or similarly significant effects. If this changes, we will update this notice and, where required, provide you with appropriate information and rights.
16. Children's information
Our services are intended for adults. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will take steps to delete it.
17. Links to other websites
This website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.
18. Changes to this notice
We may update this privacy notice from time to time to reflect changes in our practices or legal requirements. The date at the top of this page shows when it was last updated. Material changes will not be applied retrospectively without notice where this would affect your rights.
19. Contact us
If you have any questions about this privacy notice or how we handle your personal data, please contact us:
- Telephone: 07899 728506
- Email: info@adrianplumbingandheating.co.uk
You can also read our Terms & Conditions.
Questions about your privacy?
We are happy to answer any questions about how we handle your personal data. Get in touch using the details below.