Privacy Policy

1. Introduction

South West Heating Services Limited ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal information when you use our website or services.

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Company Details:

Company Name: South West Heating Services Limited
Registered Address: Unit 29, City Business Park, Plymouth, PL3 4BB
Company Number: 12074906
Contact Email: info@swheatingservices.co.uk‍

2. Information We Collect

We may collect and process the following personal information:

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Information you provide to us:

Name and contact details (email, phone number, address, postcode)
Property information (property type, boiler details)
Enquiry type and service requirements
Maintenance plan details
Payment information (processed securely through our payment provider)
Any other information you choose to provide when contacting us

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Information collected automatically:

IP address
Browser type and version
Pages visited and time spent on our website
Referring website addresses
Device information

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Cookies: We use cookies and similar technologies to improve your experience on our website. You can control cookie settings through your browser.

3. How We Use Your Information

We use your personal information for the following purposes:

To respond to your enquiries and provide requested information
To deliver emergency repairs, servicing, and installation services
To manage maintenance plan memberships
To process payments for our services
To contact you regarding your service appointments
To send service reminders and maintenance notifications
To improve our website and services
To comply with legal obligations
To protect our business interests and enforce our rights

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Legal Basis: We process your data under the following legal bases:

Consent (when you provide information through our contact forms)
Legitimate interests (to operate our business and provide services)
Contractual necessity (to fulfill our obligations to you, including maintenance plans)
Legal obligation (to comply with applicable laws and safety regulations)

4. Sharing Your Information

We may share your information with:

EARNZ Group companies - as we are part of EARNZ PLC, we may share information within our group for business purposes
Insurance company clients - where we provide services on behalf of insurers (Home Serve, AXA, Domestic & General, etc.)
Service providers - including payment processors (GoCardless), IT support, and professional advisors
Engineers - our field engineers receive necessary customer information to provide services
Legal and regulatory authorities - when required by law or for safety compliance
Professional advisors - such as lawyers and accountants

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We do not sell your personal information to third parties.

5. Payment Processing

We use GoCardless to process direct debit payments for maintenance plans. Your payment information is handled securely by GoCardless in accordance with their privacy policy and PCI-DSS standards. We do not store complete payment card details.

6. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, including:

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Enquiry information: retained for up to 3 years
Customer service records: retained for up to 7 years (to comply with legal requirements and warranty obligations)
Maintenance plan information: retained for the duration of your membership plus 7 years
Website analytics: retained for up to 26 months

7. Your Rights

Under UK data protection law, you have the following rights:

Right of access - to request a copy of your personal information
Right to rectification - to correct inaccurate information
Right to erasure - to request deletion of your information
Right to restrict processing - to limit how we use your information
Right to data portability - to receive your information in a portable format
Right to object - to object to processing based on legitimate interests
Right to withdraw consent - where processing is based on consent

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To exercise any of these rights, please contact us using the details below.

8. Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. However, no internet transmission is completely secure, and we cannot guarantee absolute security.‍

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‍Our engineers are trained to handle customer information confidentially and securely.‍

9. International Transfers

Your information is primarily processed within the United Kingdom. If we transfer data outside the UK, we ensure appropriate safeguards are in place to protect your information in accordance with UK data protection law.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these websites. We recommend reviewing their privacy policies before providing any personal information.

11. Children's Privacy

Our services are not directed at children under 16, and we do not knowingly collect personal information from children.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. Please review this policy periodically.

13. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your data protection rights, please contact us:

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Email: info@swheatingservices.co.uk 

Phone: 01752 562221 

Address: Unit 29, City Business Park, Plymouth, PL3 4BB

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14. Complaints

If you are unhappy with how we have handled your personal information, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

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ICO Website: https://ico.org.uk/ICO

Helpline: 0303 123 1113

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