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Elite 1 Services - Plumbing and Heating Specialists

Privacy Policy

1. Introduction

Elite 1 Services Ltd (“we”, “our”, or “us”) is committed to protecting your privacy and handling your data in an open and transparent manner. This privacy policy explains how we collect, use, and protect your personal information when you use our services or visit our website, in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We are registered with the Information Commissioner's Office (ICO) as a data controller. Our registration number is [Your ICO Registration Number].

2. Information We Collect

We collect the following types of information:

Personal Information

  • Name and contact details (address, phone number, email)
  • Property details and location
  • Payment information
  • Service history and preferences
  • Emergency contact information
  • Gas safety records and certificates
  • OFTEC service records
  • Insurance claim information
  • Special requirements or accessibility needs
  • Correspondence history
  • Customer feedback and reviews
  • Social media interactions
  • Marketing preferences and consent history

Technical Information

  • IP address and browser type
  • Device information
  • Cookies and usage data
  • Website interaction data
  • Location data (for service areas)
  • Call recording data (if applicable)

3. How We Use Your Information

We use your information for the following purposes:

  • Providing plumbing and heating services
  • Processing payments and invoices
  • Scheduling appointments and emergency call-outs
  • Communicating about services and updates
  • Improving our services and website
  • Compliance with legal obligations (Gas Safe, OFTEC)
  • Marketing (with your consent)
  • Maintaining service records and certificates
  • Handling insurance claims
  • Training and quality assurance
  • Health and safety compliance

4. Legal Basis for Processing

We process your information based on:

  • Contract performance (providing services)
  • Legal obligations (e.g., Gas Safe requirements, building regulations)
  • Legitimate interests (service improvement, fraud prevention)
  • Your consent (marketing communications)
  • Vital interests (emergency situations)
  • Public task (compliance with regulatory requirements)

We follow the data protection principles as set out in Article 5 of UK GDPR:

  • Lawfulness, fairness, and transparency
  • Purpose limitation
  • Data minimization
  • Accuracy
  • Storage limitation
  • Integrity and confidentiality
  • Accountability

5. Data Sharing

We may share your information with:

  • Gas Safe Register (for gas safety records)
  • OFTEC (for oil service records)
  • Payment processors
  • Service providers (e.g., website hosting)
  • Legal authorities when required
  • Insurance companies (for claims)
  • Building control authorities
  • Manufacturers (for warranty claims)
  • Subcontractors (with appropriate safeguards)
  • Analytics providers (with appropriate safeguards)
  • Marketing service providers (with your consent)
  • Cloud storage providers (with appropriate safeguards)

We ensure all third-party processors:

  • Have appropriate security measures in place
  • Are bound by contractual obligations to protect your data
  • Only process data for specified purposes
  • Are regularly assessed for compliance
  • Have procedures for handling data breaches

6. Data Security and Breaches

We implement appropriate security measures to protect your information, including:

  • Encryption of sensitive data
  • Secure data storage
  • Regular security assessments
  • Staff training on data protection
  • Access controls and authentication
  • Secure backup systems
  • Physical security measures
  • Regular security audits
  • Network security and firewalls
  • Secure remote working procedures

In the event of a data breach:

  • We have procedures to detect, report, and investigate breaches
  • We will notify the ICO within 72 hours if required
  • We will notify affected individuals without undue delay
  • We maintain records of all data breaches
  • We take immediate action to mitigate any risks

7. Your Rights

Under UK GDPR, you have the right to:

  • Access your personal data (Subject Access Request)
  • Correct inaccurate data
  • Request deletion of your data (Right to Erasure)
  • Object to data processing
  • Data portability
  • Withdraw consent
  • Restrict processing
  • Object to automated decision-making
  • Request human intervention in automated decisions
  • Object to profiling

Regarding automated decision-making and profiling:

  • We do not make automated decisions that significantly affect you
  • Any automated processing is used only to improve our services
  • You have the right to request human intervention
  • You can express your views and contest decisions

To exercise these rights, please contact us using the details below. We will respond to your request within one month.

8. Cookies

We use cookies to improve your experience on our website. You can control cookie settings through your browser preferences. Our cookies are used for:

  • Essential website functionality
  • Analytics and performance
  • Marketing and preferences
  • Security and authentication
  • Service booking and preferences

For more information about our use of cookies, please see our Cookie Policy.

9. Data Retention

We retain your information for:

  • Service records: 7 years (legal requirement)
  • Gas safety records: 2 years (Gas Safe requirement)
  • Financial records: 6 years (HMRC requirement)
  • Marketing data: Until consent withdrawal
  • Insurance records: 7 years
  • Complaint records: 6 years

10. International Data Transfers

We do not transfer your personal data outside the UK or European Economic Area (EEA) unless we have appropriate safeguards in place and it is necessary for the provision of our services.

11. Changes to Privacy Policy

We may update this privacy policy from time to time. Any changes will be posted on our website with an updated revision date. We will notify you of any material changes that affect your rights or how we use your data.

12. Contact Us

For any privacy-related questions or requests, please contact our Data Protection Officer at:

  • Phone: 07810206038
  • Email: enquiries@elite1services.co.uk
  • Address: Tara Well, Blo' Norton, Clay Hall Lane, Diss IP22 2HZ

You have the right to make a complaint to the Information Commissioner's Office (ICO) if you believe we have not handled your data correctly. The ICO's contact details are:

13. Last Updated

This privacy policy was last updated on March 25, 2024.

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