We at ACF Plumbing and Heating Ltd understand that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of our customers and of everyone else who visits this website, http://www.acfplumbingandheating.co.uk (“our Site”) and we will only collect and use personal data in ways that are described here, and in a manner that is consistent with our obligations and your rights under the law.
The procedures and principles set out in this Policy will be followed at all times by us as a company, as well as our employees and other parties working on our behalf.
1. Definitions and Interpretation
In this Policy, the following terms have the following meanings:
“Customer” means any individual or business to which we provide our services;
“Cookie” means a small text file placed on your computer or device by our Site when you visit certain parts of our Site and/or when you use certain features of our Site. Details of the Cookies used by our Site are set out in section 12, below;
“Personal data” means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to us by becoming a Customer of ours or by visiting our Site. This definition shall, where applicable, incorporate the definitions provided in the General Data Protection Regulation 2016/679 (“GDPR”); and
“We/Us/Our” means ACF Plumbing and Heating Ltd, a company registered in England and Wales under number 11085820, whose registered office address is at Suite 3, The Yards Business Centre, 11 Market Street, Kettering, United Kingdom, NN16 0AH.
2. What Does This Policy Cover?
2.2 Our Site may contain links to other websites, including social media links. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.
3. Your Rights
3.1 As a data subject, you have the following rights under the GDPR, which this Policy and our use of personal data have been designed to uphold:
3.1.1 The right to be informed about our collection and use of personal data;
3.1.2 The right of access to the personal data we hold about you (see section 11);
3.1.3 The right to rectification if any personal data we hold about you is inaccurate or incomplete (please contact us using the details in section 13);
3.1.4 The right to be forgotten – i.e. the right to ask us to delete any personal data we hold about you (we only hold your personal data for a limited time, as explained in section 5 but if you would like us to delete it sooner, please contact us using the details in section 13);
3.1.5 The right to restrict (i.e. prevent) the processing of your personal data;
3.1.6 The right to data portability (obtaining a copy of your personal data to re-use with another service or organisation);
3.1.7 The right to object to us using your personal data for particular purposes; and
3.1.8 Rights with respect to automated decision making and profiling.
3.2 If you have any cause for complaint about our use of your personal data, please contact us using the details provided in section 13 and we will do our best to solve the problem for you. If we are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office.
3.3 For further information about your rights, please contact the Information Commissioner’s Office or your local Citizens’ Advice Bureau.
4. What Data Do We Collect?
4.1 If you are a Customer of ours, we will collect some or all of the following personal data in order for us to provide our services to you;
4.1.10 Contact information, which may include your email address, postal address and/or telephone number;
4.1.11 Details of the property with the plumbing or gas issue, if different from above;
4.2 If you choose to pay for our services by credit or debit card, these payments are processed only through a third party payment processor and are not made available to us.
4.3 If you have enquired about our services or are otherwise a business contact of ours, we may collect some or all of the following personal data in order for us to provide our services and/or where we have received consent to do so:
4.1.13 Contact information including email address, postal address and/or telephone number.
4.4 If you visit our Site, we may collect some or all of the following personal data. Please also refer to section 12 below regarding Cookies:
4.1.14 Name, email address and telephone number, if you complete our contact form;
4.1.15 Postal address and details of your property, if you request an online quote;
4.1.16 Demographic information such as post code, preferences, and interests;
4.1.17 IP address;
4.1.18 Web browser type and version and operating system.
5. How Do We Use Your Data?
5.1 All personal data is processed and stored securely, for no longer than is necessary or statutorily required in light of the reason(s) for which it was first collected. We will comply with our obligations and safeguard your rights under the GDPR at all times. For more details on security see section 6, below.
5.2 Our use of your personal data will always have a lawful basis, either because it is necessary for our performance of a contract with you, because you have consented to our use of your personal data (e.g. by subscribing to emails), or because it is in our legitimate interests. Specifically, we may use your data for the following purposes:
5.1.19 Providing and managing your access to our Site;
5.1.20 Personalising and tailoring your experience on our Site;
5.1.21 Supplying our services to you (please note that we require your personal data in order to enter into a contract with you);
5.1.22 Replying to emails from you;
5.1.23 Supplying you with emails that you have opted into or that are relevant to the services we have provided to you as a Customer (you may unsubscribe or opt-out at any time by following the link at the bottom of the e-mail that we have sent to you);
5.1.24 Analysing your use of our Site to enable us to continually improve our Site and your user experience.
5.3 With your permission and/or where permitted by law, we may also use your data for marketing purposes which may include contacting you by email with information, news and offers on our services. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that we fully protect your rights and comply with our obligations under GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003.
5.4 Third parties whose content appears on our Site may use third party Cookies, as detailed below in section 12. Please refer to section 12 for more information on controlling Cookies. Please note that we do not control the activities of such third parties, nor the data they collect and use and advise you to check the privacy policies of any such third parties.
5.5 You have the right to withdraw your consent to us using your personal data at any time, and to request that we delete it. Unless we have reasonable grounds to refuse to delete it (where this is permitted under the GDPR), we will do so without delay and within no longer than one month from receiving your request.
5.6 We do not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected.
6. How and Where Do We Store Your Data?
6.1 We only keep your personal data for as long as we need to in order to use it as described above in sections 4 and 5, and/or for as long as we have your permission to keep it.
6.2 All personal data is securely stored on Xero for accounting purposes and Infusionsoft, which is our CRM system. We will only store your data in the UK, however, the third party processors we use may store data elsewhere, as set out in section 7.
6.3 Data security is very important to us and to protect your data, we have taken suitable measures to safeguard and secure data collected.
7. Do We Share Your Data?
7.1 We do not use sub-contractors to supply our services, therefore your data is not passed to any third parties in this way. However, we may sometimes use third party data processors, such as payment processors for card payments and for marketing support. These third party data processors may be located outside of the European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein). Where we transfer any personal data outside the EEA, we will take all reasonable steps to ensure that your data is treated as safely and securely as it would be within the UK and under the GDPR.
7.2 We may compile statistics about the use of our Site including data on traffic, usage patterns, user numbers, sales, and other information. All such data will be anonymised and will not include any personally identifying data, or any anonymised data that can be combined with other data and used to identify you. We may from time to time share such data with third parties such as prospective investors, affiliates, partners, and advertisers. Data will only be shared and used within the bounds of the law.
7.3 In certain circumstances, we may be legally required to share certain data held by us, which may include your personal data, for example, where we are involved in legal proceedings, where we are complying with legal requirements, a court order, or a governmental authority.
8. What Happens If Our Business Changes Hands?
8.1 We may, from time to time, expand or reduce our business and this may involve the sale and/or the transfer of control of all or part of our business.
8.2 In the event that any of your data is to be transferred in such a manner, you will not be contacted in advance and informed of the changes.
9. How Can You Control Your Data?
9.1 In addition to your rights under the GDPR, set out in section 3, when you submit personal data to us via email or via our Site, you may be given options to restrict our use of your data. In particular, we aim to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us, which you may do by unsubscribing using the links provided in our emails).
9.2 You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving . unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.
10. Your Right to Withhold Information
10.1 You may access certain areas of our Site without providing any data at all. However, to use all features and functions available on our Site you may be required to submit or allow for the collection of certain data.
11. How Can You Access Your Data?
You have the right to ask for a copy of any of your personal data held by us (where such data is held). Please contact us for more details using the
contact details below in section 13.
12.1 All Cookies used by and on our Site are used in accordance with current Cookie law.
12.2 We may place and access the following first party and third party Cookies on your computer or device, to facilitate and improve your experience of
our Site and to provide and improve our services:
|Cookie Name||Description & purpose|
|__cfduid||Used by the content network, Cloud flare, to identify trusted web traffic|
|JSESSIONID||Preserves users’ states across page requests|
|_ga||Registers a unique ID that is used to generate statistical data on how the visitor uses the website|
|_gat||Used by Google Analytics to throttle request rate|
|_gid||Registers a unique ID that is used to generate statistical data on how the visitor uses the website|
|ahoy_visit||Registers statistical data on visitors' behaviour on the website. Used for internal analytics by the website operator|
|ahoy_visitor||Registers statistical data on visitors' behaviour on the website. Used for internal analytics by the website operator|
|ahoy_track||Tracks time spent on the website and what pages have been loaded, with the purpose of displaying targeted ads. Used to send data to Google Analytics about the visitor's device and behaviour. Tracks the visitor across devices and marketing channels. Used for targeted ads and to document efficacy of each individual ad|
|collect||Used to send data to G Google Analytics about the visitor's device and behaviour. Tracks the visitor across devices and marketing channels|
|_fbp||Used by Facebook to deliver a series of advertisement products such as real time bidding from third p arty advertisers|
|fr||Used by Facebook to deliver a series of advertisement products such as real time bidding from third p arty advertisers|
|tr||Used by Facebook to deliver a series of advertisement products such as real time bidding from third p arty advertisers|
|vuid||Collects data on the user's visits to the website, such as which pages have been read|
|tq_cookies||Quotation app plug-in functionality related cookie.|
12.3 First party Cookies are those placed directly by us and are used only by us. Third party Cookies are those placed by websites, services, and/or
parties other than us. These Cookies are not integral to the functioning of our Site and your use and experience of our Site will not be impaired by refusing consent to them.
12.4 Before Cookies are placed on your computer or device, you will be shown a pop-up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies, you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of our Site may not function fully or as intended.
12.5 Certain features of our Site depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. These Cookies are also shown above. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed in section 10.2, but please be aware that our Site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.
12.7 You can choose to delete Cookies on your computer or device at any time, however you may lose any information that enables you to access our Site more quickly and efficiently.
12.8 It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.
13. Contacting Us