What this notice covers
This notice explains what to expect when we collect or use personal information in connection with our services, goods, customer accounts, guarantees, service updates, marketing, legal obligations, enquiries, complaints and claims.
Information we collect, use and why
Providing services and goods
- Names and contact details
- Addresses
- Purchase or account history
- Payment details, including card or bank information for transfers and direct debits
- Website user information, including user journeys and cookie tracking where used
Customer accounts and guarantees
- Names and contact details
- Addresses
- Payment details
- Purchase history and account information
- Information used for security purposes
- Marketing preferences
Service updates and marketing
- Names and contact details
- Addresses and location data
- Marketing preferences and records of consent, where appropriate
- Website and app user journey information
Legal requirements, queries and claims
- Name and contact information
- Address and account information
- Customer or client accounts and records
Lawful bases
UK data protection law requires a lawful basis for collecting and using personal information. Depending on the purpose, we rely on consent where you have given clear permission, and contract where information is needed to enter into or carry out a contract with you.
We use these bases for providing services and goods, operating customer accounts and guarantees, service updates or marketing, legal requirements, and dealing with queries, complaints or claims. The basis relied on may affect which rights apply in a particular situation.
Your data protection rights
Access
Ask for copies of your personal information and information about where it came from or who we share it with.
Rectification
Ask us to correct or complete personal information you believe is inaccurate or incomplete.
Erasure
Ask us to delete your personal information in certain circumstances.
Restriction
Ask us to limit how we use your personal information in certain circumstances.
Object
Object to our processing of your personal information where that right applies.
Data portability
Ask us to transfer personal information you gave us to another organisation, or to you, where that right applies.
Withdraw consent
Withdraw consent at any time where consent is the basis on which we use your information.
To make a data protection request, contact us using the details on this page. We will respond without undue delay and, in any event, within one month where required by law. Learn more from the Information Commissioner's Office.
Where information comes from, retention and sharing
We obtain personal information directly from you. We store information for a minimum of six years.
We may share relevant personal information with external auditors or inspectors and warranty or guarantee providers where needed to provide our services, meet our obligations or support your installation.
How to complain
If you have a concern about our use of personal information, please contact us first using the details on this page.
If you remain unhappy after raising the matter with us, you can complain to the Information Commissioner's Office (ICO): Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Helpline: 0303 123 1113. You can also make a complaint to the ICO online.
This policy should be read alongside our Terms & Conditions.
