OUR PRIVACY AND COMPLAINTS POLICIES

Privacy Policy

Who are we?

We can be contacted using the details provided on the home page of our website.

If you have any questions about your personal information, please contact us by email, telephone or post.

Why do we collect and use your personal information?

We collect and use your personal information to provide our repair, maintenance and installation services.

We may also use your personal information to send marketing communications about similar products and services by email. Each marketing email will include an unsubscribe link, and you can object to receiving marketing communications at any time.

What is our lawful basis for handling your personal information?

Under UK GDPR, the lawful bases we rely on are:

• Contract: To deliver our services and fulfil our agreement with you.
• Legal obligation: Where required by law, such as reporting to regulators.
• Legitimate interests: To send marketing about similar services, work with professional service providers, or manage a merger or acquisition.

We rely on the soft opt-in for email marketing to existing customers, in accordance with PECR.

What happens if I do not provide my personal information?

If you do not provide the personal information we request, we may not be able to provide our services to you.

Who will we share your personal information with?

We may share your information with:

• Finance lenders and brokers, where required for finance applications.
• Law enforcement agencies and regulators, such as the FCA and HMRC, where required.
• Professional advisers, including lawyers, accountants and compliance consultants, under appropriate confidentiality agreements.
• Successor organisations if we are involved in a merger or acquisition.

How long will we store your personal information?

• We will retain your information for up to six years from the date we stop providing services to you.
• If you consent to marketing, we will retain your information until you withdraw your consent or unsubscribe.

What are your rights under UK GDPR?

You have the right to:

• Access your personal information.
• Correct inaccurate information.
• Request deletion of your information after our services have ended, where applicable.
• Restrict how we use your information.
• Object to the processing of your information.
• Request data portability, such as receiving your information in an Excel or Word format.
• Withdraw your consent at any time.

We will respond to all rights requests within one month.

How can I exercise my rights?

You can contact us using the details provided on the home page of our website.

How do I complain?

You can make a complaint by contacting us directly using the details provided on the home page of our website.

You can also contact the Information Commissioner’s Office (ICO):

• Online: ico.org.uk/make-a-complaint
• Telephone: 0303 123 1113

Cookie Policy

Our website uses cookies. Cookies are small text files placed on your device to help provide a better user experience.

Cookies are commonly used to retain user preferences, store information and provide anonymised tracking data to third-party applications such as Google Analytics.

Cookies will generally improve your browsing experience. However, you may prefer to disable cookies on this website and others. The most effective way to do this is through your browser settings.

Google Analytics

The only cookies currently used on our website are associated with Google Analytics.

Google Analytics is a web analytics service that helps website owners understand how visitors interact with their website. It allows us to review reports about website usage so that we can improve our services and the user experience.

We may collect technical information about your device, including your IP address, operating system and browser type, for system administration and reporting purposes. This is statistical information about browsing actions and patterns and is not intended to identify individual users.

You can opt out of Google Analytics without affecting your ability to use our website.

Complaints Policy

Your views are important to us. If we fail to meet the standards you expect or make a mistake, we want to know.

We will investigate your complaint and aim to resolve it as quickly as possible. We also use customer feedback to help improve our services.

How we handle complaints

Step 1: Getting in touch

If you wish to make a complaint, please provide the following information:

• Your full name, address and telephone number.
• Any relevant reference number or previous correspondence.
• A clear description of the issue or concern.

You can contact us by post, telephone or email using the details provided on the home page of our website.

If you require us to communicate with you in a different format, such as large print, braille or by telephone, please let us know and we will do our best to accommodate your needs.

Step 2: Acknowledgement and resolution

We aim to resolve complaints as quickly as possible.

Where possible, we will resolve your complaint immediately and write to confirm the outcome. If we cannot do so, we will write to you within three business days to explain:

• Why we have not yet resolved your complaint.
• Who is responsible for handling your complaint.
• When we will contact you again.

We will keep you informed regularly. You may also contact us at any time and ask to speak to the person handling your complaint.

If we cannot agree on a resolution within eight weeks of receiving your complaint, we will either:

• Write to explain the reason for the delay and indicate when we expect to provide a final decision; or
• Issue a final response explaining our final position.

Step 3: Complaints relating to products purchased through finance

If we do not issue a final response within eight weeks, or you are dissatisfied with the outcome or progress of your complaint, you may have the right to refer your complaint to the credit provider and/or the Financial Ombudsman Service.

If your complaint concerns a product purchased through finance and we have been unable to resolve the issue, please contact TradeHelp Ltd:

• Address: Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT
• Telephone: 01978 666887
• Email: info@tradehelp.co.uk

If your complaint relates specifically to the finance agreement connected to your purchase, you may still contact us. We will forward the complaint to your credit provider.

Your credit provider will acknowledge your complaint, investigate it thoroughly and provide a response within eight weeks.

What should I do if we cannot reach an agreement?

If you are dissatisfied with the broker’s or lender’s response to a complaint relating to your finance agreement, you may be able to refer the matter to the Financial Ombudsman Service.

You must contact the Financial Ombudsman Service within six months of the date shown on the lender’s final response letter.

The Financial Ombudsman Service can be contacted using the following details:

• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• Email: complaint.info@financial-ombudsman.org.uk

Further information is available on the Financial Ombudsman Service website .