PRIVACY POLICY

How we use your data.

Privacy Policy

Your data is important

Making sure we collect and store the personal information you provide us with in a safe and secure manner is extremely important to us. This is our Privacy Policy detailing when we collect your information, why we collect it, when we would share it, how we look after it and how you can exercise your rights with regards to your own personal information.

Our Privacy Promise:

• We will respect your privacy. You will only ever receive marketing emails or calls from us upon request.

• We will make sure that any boxes you need to tick if you are happy to receive marketing are presented clearly and at an appropriate time.

• We will collect and use your personal information only if we have your permission or we have sensible business reasons for doing so.

• We will minimise the amount of information we collect from you to only what is needed to deliver the services that you have requested.

• We will be clear in our dealings with you as to what information about you we will collect and how we will use it.

• We will only use the personal information you provide for the sole purpose of which it was originally collected.

• Customer records are stored on a locked, password-protected computer that resides in an office that only remains unlocked when occupied and has 24/7 CCTV. Once we no longer have use for your personal information, all details are completely disposed of effectively.

It is important to bear in mind that our website is public and easily accessible via the internet. Please be mindful that any comments or links posted to our site can be accessed by anyone.

Who we are:

B.A.E. Plumbing & Heating Ltd. is a company registered in England & Wales - registration no 07419984. You can find us at 9B Canberra House, Corby Gate Business Park, Priors Haw Road, Priors Hall Park, Corby, Northamptonshire, NN17 5JG, and we provide services across the Northamptonshire county.

What information do we collect about you and how do we use it?

If you are a customer, we collect personal data to:

• Respond to your enquiries

• Respond to complaints

• Provide quotes for products and services

• Manage returns and refunds

• Keep you informed about our products and services

• Process orders, and to follow up on orders that are not completed

• Arrange visits to your home or premises to carry out a survey or installation

• Manage your account, including verifying your identity if necessary

• Manage refunds

• Process competition entries

• Deal with liability issues

• Manage claims and for insurance purposes

• Manage record keeping

• Use your purchase history to manage rebates and supplier and VAT claim backs

• Conduct market research

• Publish trends and/or to improve usefulness and content of our website

• Track activity on our site and to provide a more personalised online experience

If you are a supplier, we collect personal data to:

• Process and manage orders

• Manage deliveries, collections, installations, returns and refunds

• Deal with product liability issues

• Manage accounts, including conducting credit and other background checks where applicable

• Notify you about important changes or developments to our websites, services and policies

• Manage our supply chain

• Handle rights requests, enquiries, and complaints

• Manage claims and for insurance purposes

• Manage record keeping

• Conduct Market Research

This personal information may include, but is not limited to the following details:

• Name, address, email address, telephone number, date of birth, copies of identification, account name

• Delivery addresses, payment details, contact information, complaint / enquiry information, delivery photographs, survey & installation details

• Identification, purchase history and trends, credit limits, contact information, account activity, log in details

• AML and credit check results, fraud investigation

• Like many websites, our server logs capture details of your operating system, browser software, IP (Internet Protocol) address and Uniform Resource Locator (URL), including the date and time of your visit.

Sometimes information about you might be provided to us by another source such as:

• Next of kin / delegated authorities

• Business associates

• Your employer in partnership/business with us

We do record and/or monitor some telephone calls

• Improving training & quality

• Providing evidence of conversations

• Preventing or detecting crime (e.g. fraud)

What legal basis do we use to process this information?

When we process your data, we have to have a legal reason for doing so. There are a number of legal bases which may differ depending on the type of personal data we are processing and for what purpose.

Where you provide us data in order for us to fulfil a service, e.g. booking in an investigation, generating a quote, or placing an order, this is a contract.

When you sign up to something along the lines of the receipt of marketing emails, this is done with your consent.

If we need to process your information because other laws and regulations tell us to, we do so under a Legal Obligation, e.g. maintaining a record of a transaction.

Additional contact with you after you have made a purchase, for example telling you about another closely related product or service is processed under Legitimate Interest.

This is also the legal basis we use to nurture the business relationships that we have with our commercial partners.

We also use Legitimate Interest where we identify suspected criminal activity such as fraudulent claims or the use of stolen payment card details, we will record details of the suspected criminal activity and will take appropriate action, including refusing to accept orders, make payments or give refunds. We may also report the incident to the relevant bank or payment card issuer or to the police and/or other appropriate authorities.

Some data is classified as 'special category' and requires particular protection. As a rule of thumb, we don't collect this kind of information. If we do need to process this data we will obtain Explicit Consent from you before doing so or we will use our right in Establishing, exercising, or defending a legal claim.

Children's information:

We do not knowingly collect or store any personal information of children under the age of 16, because the mechanisms whereby we collect personal information are not applicable to this age group.

Who we share data with:

Like most organisations, we engage service providers to assist us in ensuring our business runs smoothly and our ability to provide continued services. We work with a large number of suppliers and several external companies who provide products and delivery services to us as a business.

We will only provide these third parties with the information they need to deliver the service we have engaged them for and they are prohibited from using that information for any other reason. Whenever we share personal information about our customers or visitors to our website with these third parties, we will put in place contracts which require the protection of the personal information.

Your personal data may be disclosed to the following third parties:

• Tax, customs, and excise authorities

• External accountants that work for us

• Regulators, courts, and the police

• Fraud screening agencies

• Duplicate payment reviewers

• Central and local government

• Insurance companies

• Other professional advisors

We may also disclose your personal information if we believe that the disclosure is necessary to enforce or apply our terms and conditions or otherwise protect and defend our rights, property or the safety of our customers and other users of the website.

We may disclose and/or transfer your personal information in connection with a reorganisation of all or part of our business, if the majority of our shares are bought by another company or if we transfer all or some of our assets to another company.

Links to other websites

Links may be provided on our website to other websites that are not operated by us. If you use these links, you will leave our website. You should note that we are not responsible for the contents of any third party website. External sites will have their own privacy policies which you should read carefully.

Our Marketing activities

You may receive direct marketing from us if you have signed up to this or where we have a previous relationship, e.g. if you have bought products and services from us before. You have the right to opt out of receiving this marketing material at any time.

You can opt out of any form of contact/marketing by contacting us at

jess.baeplumbing@outlook.com

Profiling

We may use direct or anonymised information to engage in data analysis, data matching and profiling activities for a variety of purposes, including, but not limited to:

• Website Activity (cookie history)

• Business conduct

• Investigation and identification of fraud, money laundering and other potential unauthorised activities

• Financial Viability analysis/reports

• Business partner/client portfolio position, performance, risk positions

• Anti-money laundering

• Tax reporting

• Credit defaulting / exposure

Cookies

Cookies are little packets of data that sit on our website, in some cases to make it work, and in some cases to add additional services or to provide a personalised web browsing experience.

Sending data outside of the UK

Sometimes we need to use services that may be located outside the United Kingdom. This means your personal information may be transferred outside the UK. If we transfer your personal data out of the United Kingdom, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• the destination country has been deemed to provide an adequate level of protection for personal data by the UK's Data Protection Authority; or

• where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data protection equivalent to that in the UK.

We take great care to use appropriate administrative, technical, and physical safeguards designed to protect against accidental, unlawful or unauthorised destruction, loss, alteration, access, disclosure or use.

Unfortunately, the transmission of information via the internet is never 100% secure. Although we will do our absolute best to protect your personal information, we cannot guarantee the security of information you submit via our website and any transmission is at your own risk. Once we have received your information, we will take appropriate technical and organisational measures to safeguard your personal data against loss, theft and unauthorised use, access, or modification.

Access to personal data is restricted to those within our business who have a legitimate business need and data processed by third parties is only done so under strict instruction from us, as per the terms of their contract. We contractually require service providers and processors to safeguard the privacy and security of personal information they process on our behalf in line with data protection obligations and authorise them to use or disclose the information only as necessary to perform services on our behalf and under our instruction or to comply with legal obligations and requirements.

How long do we keep your information?

The length of time we keep some data is dictated by our legal obligations, e.g. we have to keep details of purchases for seven years. Otherwise, we keep it for a period time that is related to the original reason we collected it.

When we don't need to keep your data anymore, we do one of three things:

• we erase it

• we keep a small amount because we have to, and keep it safe, sometimes disguising it.

• If you say you don't want contact from us in future, we keep the minimum amount information i.e. invoicing details to ensure our tax is correct

Making changes or getting access to the information we hold about you:

You can make a request to rectify, erase, object to or restrict the way your information is handled. You can also ask to access the data we hold on you, ask for some of it to be transferred to another organisation or ask a human to intervene in an automated decision making process.

Where you withdraw your consent, this will not affect the lawfulness of the processing of your personal data prior to the withdrawal of your consent.

Should your request be one that we cannot process you will be informed of this, along with the reasons as to why your request cannot be fulfilled.

You can exercise your rights either verbally or in writing to:

B.A.E. Plumbing & Heating Ltd.

9B Canberra House

Corby Gate Business Park

Priors Haw Road

Priors Hall Park

Corby

Northamptonshire

NN17 5JG

T: 07903818162

Should you make a request verbally we recommend that you follow this up in writing to provide a clear correspondence trail. Requests in relation to accessing your personal data, having your information erased or to opt out of marketing material can be made in writing to:

jess.baeplumbing@outlook.com

We have an obligation to respond within one month of receiving your request. If your request is a complex one, the response time can be extended by up to two months. We will let you know about the extended response date, alongside an explanation, within the original one-month time frame.

If we are not able to comply with a request we will inform you of this within the one-month time frame and provide an explanation outlining our justification.

Your right to complain

If you do not agree with our reasoning you can contact us at jess.baeplumbing@outlook.com or you can lodge a complaint with the supervisory authority:

Information Commissioner's Office

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

Telephone: +44 303 123 1113 (local rate) or 01625 545745 (national rate)

Changes to this Privacy Notice

If we make changes to our privacy notice we will show you what they are here. If these changes are significant, we may also choose to email relevant individuals with new details. If we are required by law, we will obtain your consent to make these changes.