Privacy and Cookie Policy

Who we are

Derbyshire Plumbing & Heating Specialists is a trading name of Derbyshire Specialists Group Ltd, a company registered in England and Wales (company number 13870708). Our registered office is Suite 2 The Point, Mayfield Road, Ilkley, England, LS29 8FL.

We are the data controller for the personal information you give us through this website, the enquiry form, WhatsApp, phone calls and email. That means we decide how it is used and we are responsible for looking after it.

If you have a question about your information, email info@derbyshirespecialistsgroup.co.uk, call 01332 529555(Monday to Saturday, 7:30am to 6pm) or write to us at our registered office.

What we collect

• Enquiry form: the details the form asks for, such as your name, phone number, email address and where the work is, along with anything you write in your message.
• WhatsApp: your phone number, your WhatsApp profile name, your messages, and any photos or videos you send.
• Phone calls and email: your number or email address and a note of what you would like done.
• Quotes and work: the property address, measurements, photos we take of the job, your quote, invoices, payment records and the certificates for any gas or heating work we carry out.
• This website: information gathered by cookies and similar tools, such as the pages you visit, the device and browser you use, roughly where in the country you are and whether you arrived from one of our adverts. The cookies section below explains this in full.

We do not buy personal information from anyone. We do not ask for sensitive information. If you choose to tell us something like an access need so we can plan the work around it, we use it only for that.

Why we use it, and our lawful basis

Data protection law says we must have a lawful basis for each use of your information. These are ours:

We will not send you marketing unless you have said yes first, and you can stop it at any time by telling us.

Photos and videos you send us

Photos and videos are the quickest way for us to understand a job, which is why we ask for them. We use them to quote, to plan the work and to order the right materials.

We will not publish a photograph of your home, or use one in our own marketing, unless you have told us we can. Once the work is finished you can ask us to delete the photos you sent, and we will, unless we need them for a guarantee or a dispute.

Who else sees your information

We do not sell your information to anyone, and we never will. We only share it in these cases:

• Other trades in our group. If your job needs another trade, such as an electrician, tiler or joiner from Derbyshire Specialists Group, or a subcontractor we trust, we pass on only what they need to do their part: your name, contact details, the property address and the details of the work. They cannot use it for anything else.
• Companies that provide services to us. These include our website platform, LeadConnector (which runs our enquiry form and customer records), WhatsApp, our email provider and our accountants. They handle your information on our instructions and cannot use it for their own purposes.
• Gas Safe Register. When we fit a new boiler or other gas appliance, Building Regulations require the work to be notified. As Gas Safe registered engineers we do this through Gas Safe Register, which needs your name and the property address. It tells your local council’s building control and sends you a certificate confirming the work complies.
• Google and Meta (Facebook and Instagram). Through their cookies on this website, Google (for visit statistics) and Meta (for advertising) receive information about your visit, as explained in the cookies section below.
• Finance. If you choose to apply for finance, your application goes to Ideal4Finance (Ideal Sales Solutions Ltd), the credit broker we work with, and to the lenders it uses. They handle your application under their own privacy notices.
• When the law requires it. For example, to HMRC, our insurers or a court.

Information stored outside the UK

Some of the companies that provide services to us, including our website platform, our enquiry form provider, WhatsApp, Google and Meta, store or process information outside the UK, including in the United States. When that happens your information is protected by the safeguards UK data protection law requires, such as a UK adequacy decision or approved contract terms.

How long we keep it

• Enquiries that do not go ahead: we keep them for 24 months, then delete them.
• Completed work: we keep the records for six years after the job is finished. That covers our guarantee and is the period required for tax records.
• WhatsApp messages and photos: the same periods, depending on whether the work went ahead.
• Marketing consent: until you tell us to stop.
• Cookies: for the times shown in the table below.

Cookies

Cookies are small files that a website saves in your browser. Some are needed for the site to work, some count visits, and some help us see which of our adverts are working. A few tools use similar browser storage instead of cookies; everything here applies to those too.

Needed to run the website

These keep the site and the enquiry form working and give us basic visit counts. The law allows these without asking first. You can still block them in your browser settings.

Analytics

Advertising

Google and Meta use the information from their cookies under their own privacy policies. You can read how Google uses information from sites that use its services.

Clicking a WhatsApp button takes you to WhatsApp, and its own privacy policy applies from there.

Your rights

You can ask us to:

• show you the information we hold about you (we reply within one month, free of charge)
• correct anything that is wrong
• delete your information, where we do not have to keep it by law
• limit how we use it while a concern is being looked into
• give you your information in a format you can take elsewhere
• stop using it for marketing, at any time, without giving a reason

Where we rely on your consent, such as for marketing, you can withdraw it at any time. To stop analytics and advertising cookies, block them in your browser as described in the cookies section. To use any of these rights, email info@derbyshirespecialistsgroup.co.uk, call 01332 529555 or write to our registered office. There is no fee.

If you are unhappy with how we have handled your information

Please tell us first, so we can put it right. Email info@derbyshirespecialistsgroup.co.uk with “Data complaint” in the subject line, call 01332 529555, or write to our registered office.

We will acknowledge your complaint within 30 days and tell you who is looking into it. We aim to give you an answer within three months, and we will keep you updated if it is going to take longer.

You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Complaining to us first does not affect your right to go to the ICO.

Changes to this policy

If we change how we use your information, for example by starting to use a new service provider, we will update this page.