This privacy notice tells you what to expect us to do with your personal information.

Contact details

What information we collect, use, and why

Lawful bases and data protection rights

Where we get personal information from

How long we keep information

Who we share information with

How to complain

CONTACT DETAILS

Telephone:

0800 610 1212

Email:

support@plumbsafelondon.com

WHAT INFORMATION WE COLLECT AND WHY

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Date of birth
• Purchase or account history
• Credit reference information
• Health information (including dietary requirements, allergies and health conditions)
• Health and safety information
• Account information
• Website user information (including user journeys and cookie tracking)
• Photographs or video recordings
• Call recordings
• Records of meetings and decisions
• Identification documents
• Information relating to compliments or complaints
• Information relating to sponsorship

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Addresses
• Purchase history
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

We collect or use the following information to prevent, detect, investigate or prosecute crimes:

• Names and contact information
• Customer or client accounts and records
• Criminal offence data (including Disclosure Barring Service (DBS), Access NI or Disclosure Scotland checks)
• Video and CCTV recordings of public areas (including indoor and outdoor spaces)
• Video and CCTV recordings of private or staff only areas
• Audio recordings of private or staff only areas
• Dashcam footage – outside vehicle – with audio
• Dashcam footage - inside vehicle - with audio
• Call recordings
• Financial transaction information
• Information relating to health and safety

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• Location data
• Recorded images, such as photos or videos
• Call recordings
• Purchase or viewing history
• IP addresses
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following information for research or archiving purposes:

• Names and contact details
• Addresses
• Location data
• Recorded images, such as photos or videos
• Call recordings
• Purchase or viewing history
• IP addresses
• Website and app user journey information
• Personal information used for administration of research
• Personal information used for the purpose of research
• Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:

• Name
• Contact information
• Identification documents
• Financial transaction information
• Health and safety information

We collect or use the following information for recruitment purposes:

• Contact details (eg name, address, telephone number or personal email address)
• Date of birth
• National Insurance number
• Copies of passports or other photo ID
• Employment history (eg job application, employment references or secondary employment)
• Education history (eg qualifications)
• Right to work information
• Details of any criminal convictions (eg Disclosure Barring Service (DBS), Access NI or Disclosure Scotland checks)

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Address
• Payment details
• Account information
• Purchase or service history
• Video recordings of public areas
• Call recordings
• Relevant information from previous investigations
• Customer or client accounts and records
• Financial transaction information
• Information relating to health and safety
• Correspondence

We also collect the following special category information for dealing with queries, complaints or claims. This information is subject to additional protection due to its sensitive nature:

• Health information

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
• Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
• Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

OUR LAWFUL BASIS FOR COLLECTING CUSTOMER DATA

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We need to keep records of our signed agreement of our Terms and Conditions before carrying out work for you. Call recordings may be kept for clarity on information and advice given and recieved. Contact details are kept for delivery of all orders, or for all appointments (at your instruction only) for work at any premises or site address that has been agreed by us. We may send you emails requesting a review and promotion of any offer.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. 
• Our legitimate interests are: We need to keep records of your information so that we know what and when services and / or goods have been provided. Payment(s),name and contact details are kept for our legal obligation for accounting purposes.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information to prevent, detect, investigate or prosecute crimes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for research or archiving purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for legal requirements are:

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for recruitment purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Contact details, correspondence and any call recordings may be collected and used during the process of dealing with any query, complaint or claim.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

• Directly from you
• Suppliers and service providers
• Third parties:
• Requests from you to any third parties asking for a referral or recommendation and for us to contact you. From a referral or recommendation from a third party requesting us to contact you, that you would have requested. 

How long we keep information

Our electronic and non electronic customer data records are retained for a period of up to 6 years following the last entry of data for that particular customer and then destroyed, shredded or deleted as per our Data protection procedures on the safe disposal of records.

• Financial records are retained for a period of 6 Years.
• Insurance policies are retained permanently.
• Certificate of incorporation is retained permanently.
• Memorandum of association is retained permanently.
• Governing documents are retained permanently.
• Statutory registers are retained permanently.
• Membership records are retained until renewal.
• Rental or Hire purchase agreements are retained for 6 years after expiry.
• Accident book is retained for 3 years from the date of last entry.

Health and safety documents retained until superseded.

CCTV recordings are kept until automatically overwritten which can be up to 3 months unless specifically stored to assist in an on going investigation.

Photographs and video of work we propose or undertake in your premises may be retained permanently.

Who we share information with:

• Insurance companies
• Professional or legal advisors
• Financial or fraud investigation authorities
• Relevant regulatory authorities
• External auditors or inspectors
• Warranty and guarantee providers
• Organisations we’re legally obliged to share personal information with
• Publicly on our website, social media or other marketing and information media
• Debt collection agencies
• Suppliers and service providers

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint 

Last updated 19 May 2025