Privacy Policy

PlumberShrewsbury.co.uk is operated by:

• Plumber Shrewsbury, trading as Plumber Shrewsbury
• Address: Shrewsbury
• Email: Admin@plumbershrewsbury.co.uk
• Telephone: 01962 347 586
• ICO registration number: N/A for now

The website connects people seeking plumbing services with our selected local plumbing partner:

• Our selected local plumbing partner
• Privacy contact: Carl Edwards

The website operator controls personal information used to operate, secure and improve the website, receive and route enquiries, manage the enquiry system and measure performance.

The selected plumbing partner separately controls personal information it uses to contact you, assess or quote for work, provide plumbing services, manage appointments, take payment, meet legal obligations and maintain its customer relationship with you.

This means that the website operator and plumbing partner may each act as an independent data controller for the personal information used for their respective purposes.

Depending on how you contact or use the website, we may collect:

• your name;
• telephone number and email address;
• property address, postcode and general location;
• details of the plumbing problem or service requested;
• photographs, videos or documents you choose to provide;
• preferred appointment dates and availability;
• messages sent through website forms, web chat, SMS, email or connected social-media channels;
• call information, including the caller's number, date, time, duration, call outcome and notes added after the call;
• quote, appointment, job-status and follow-up information;
• customer feedback and whether a review request was sent;
• communication preferences and any request not to be contacted;
• technical information such as IP address, browser type, device type, pages visited, referring page, approximate location and cookie identifiers; and
• any other information you voluntarily provide.

Call recording: Calls are not recorded unless call recording has been specifically enabled. If calls are recorded, you will be informed at the start of the call. Recordings may be used for quality, training, dispute resolution and accurate record keeping.

Please do not submit unnecessary sensitive information through the website. If information about health, disability or vulnerability is relevant to arranging safe access or prioritising an enquiry, only provide what is reasonably necessary.

We may collect personal information:

• directly from you when you submit a form, call, text, email, use web chat, book an appointment or communicate through a connected platform;
• automatically when you use the website, through server logs, cookies and similar technologies;
• from the selected plumbing partner when it updates the status of an enquiry, appointment, quote or job; and
• from advertising, analytics, telephone and communication providers used to operate the service.

We use personal information for the following purposes:

Responding to enquiries

We use your contact and job information to respond to your request, understand the plumbing work required, ask follow-up questions and connect you with the selected plumbing partner.

Our lawful bases are taking steps at your request before entering into a contract and our legitimate interests in operating an effective local enquiry service.

Passing your enquiry to the plumbing partner

We share the information needed for our selected local plumbing partner to contact you, assess the job, provide a quote, arrange a visit and carry out any agreed work.

Our lawful bases are taking steps at your request before entering into a contract and our legitimate interests in matching enquiries with the local plumbing partner presented on the website.

Calls, missed-call messages and service communications

If you call the dedicated number displayed on the website, the call may be forwarded to the plumbing partner. If the call is missed, the system may send a text asking what help you need. We may also send confirmations, replies, quote follow-ups, booking links, appointment reminders and rebooking messages connected with your enquiry.

These are service communications rather than general advertising. Our lawful bases are taking steps at your request, performing a contract where one exists and our legitimate interests in responding to enquiries and avoiding missed appointments.

Managing enquiries and appointments

We use a customer relationship management system to create a contact record, place the enquiry in the appropriate pipeline stage, record communications, manage appointments and remind the plumbing partner about outstanding actions.

Our lawful bases are taking steps at your request, performing a contract and our legitimate interests in managing enquiries efficiently.

Requesting customer reviews

Following a completed job, we or the plumbing partner may send a message inviting you to leave an honest review. A polite reminder may be sent if no review is recorded. Review requests are not conditional on giving positive feedback, and no incentive is offered in exchange for a positive review.

Our lawful basis is our legitimate interests in collecting genuine customer feedback and helping future customers make informed decisions. You may ask not to receive review requests.

Marketing, reminders and repeat services

Where permitted by law, we may contact existing customers about relevant services, seasonal reminders or future maintenance that may reasonably be of interest. Promotional communications will only be sent where we have the required consent or another lawful permission to do so.

Every electronic marketing message will explain how to opt out. You can stop marketing at any time by using the unsubscribe option or contacting us. Opting out of marketing will not stop necessary messages about an active enquiry, appointment or job.

Operating, protecting and improving the website

We may use technical and usage information to maintain the website, prevent fraud or misuse, diagnose faults, understand performance and improve the visitor experience.

Our lawful basis is our legitimate interests in providing a secure and effective website.

Legal, regulatory and dispute purposes

We may use or retain information to comply with legal obligations, maintain financial records, respond to lawful requests, establish or defend legal claims and resolve complaints or disputes.

Our lawful bases are compliance with a legal obligation and our legitimate interests in protecting our legal rights.

The website and customer-management system may use automated rules or AI-assisted tools to:

• ask initial questions about the plumbing problem;
• categorise the type of enquiry;
• flag potentially urgent descriptions, such as an active leak or burst pipe;
• select an appropriate acknowledgement or follow-up message;
• summarise communications; and
• help route the enquiry through the customer pipeline.

These tools support communication and administration. They do not replace emergency services or professional plumbing judgement, and they are not intended to make decisions that produce legal or similarly significant effects without meaningful human involvement.

An automated urgency flag does not guarantee an immediate response or emergency attendance. If there is an immediate risk to life, serious flooding, fire, gas or electricity, contact the appropriate emergency service or qualified emergency provider.

We may share personal information with:

• our selected local plumbing partner, so it can respond, quote, schedule and provide the requested plumbing service;
• website hosting, form and customer relationship management providers;
• telephone, SMS, email and messaging providers;
• calendar and appointment-booking providers;
• analytics and advertising providers, where enabled and permitted;
• IT support, security and professional advisers;
• payment providers, if online payment features are introduced;
• regulators, courts, law-enforcement bodies or other authorities where legally required; and
• a replacement plumbing partner or purchaser if the website or relevant business is transferred, subject to appropriate safeguards and notice where required.

Service providers acting on our behalf are required to process personal information only for the agreed purposes and to protect it appropriately.

We do not sell your personal information as a standalone mailing list.

Some technology providers may store or process information outside the United Kingdom. Where personal information is transferred internationally, we will use an appropriate legal safeguard where required, such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses or another lawful transfer mechanism.

You may contact us for more information about the safeguards relevant to your information.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting and dispute requirements.

Unless a longer period is required, the intended retention periods are:

• enquiries that do not become customers: up to 12 months after the last meaningful contact;
• customer, quote and job records: up to six years after the end of the customer relationship, where needed for tax, contractual or legal purposes;
• appointment and communication records: up to 24 months after the last active enquiry, unless they form part of a customer record;
• call recordings, if enabled: up to 90 days, unless needed for a complaint, dispute or legal obligation;
• marketing records: until consent is withdrawn, an objection is made or the information is no longer needed; and
• suppression records: limited information may be retained to ensure we continue to respect an opt-out or objection.

The website may use cookies and similar technologies.

Strictly necessary cookies

These are required for functions such as security, form operation, traffic management, remembering privacy choices and maintaining the website. They may be used without consent where legally permitted.

Analytics cookies

If enabled, analytics tools help us understand how visitors find and use the website. These cookies will not be placed until you consent where consent is required.

Advertising cookies

If advertising or remarketing tools are enabled, they may measure advertising performance or help show relevant adverts. These cookies will not be placed until you consent.

You can accept, reject or adjust non-essential cookies using the website's cookie controls. You can also delete or block cookies through your browser settings. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

The cookie banner and settings panel should identify the specific cookies and providers currently enabled on the website.

We use reasonable technical and organisational measures designed to protect personal information against accidental loss, misuse, unauthorised access, alteration or disclosure. These measures may include access controls, account authentication, encrypted connections, restricted user permissions, system monitoring and appropriate contracts with service providers.

No internet or communication system is completely secure. Please avoid sending unnecessary sensitive information through ordinary email, SMS or website forms.

Depending on the circumstances, you may have the right to:

• ask for access to your personal information;
• ask for inaccurate or incomplete information to be corrected;
• ask for personal information to be erased;
• ask us to restrict how information is used;
• object to processing based on legitimate interests;
• object at any time to the use of your information for direct marketing;
• receive certain information in a portable format;
• withdraw consent where processing relies on consent; and
• raise concerns about automated decision-making where applicable.

These rights are not absolute and may depend on the reason we hold the information. We may need to verify your identity before responding.

To exercise a right relating to the website and initial enquiry system, contact Admin@plumbershrewsbury.co.uk. For information used independently by the plumbing partner to quote for or provide services, you may also contact Carl Edwards.

Please contact us first if you have a concern about how your information has been handled so we can try to resolve it.

You also have the right to complain to the UK Information Commissioner's Office:

Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

This website is intended for adults arranging plumbing services. We do not knowingly collect personal information from children. If you believe a child has provided personal information, contact us so we can take appropriate action.

The website may link to third-party services such as Google, social-media platforms, maps or review pages. Those organisations control their own processing and privacy practices. Please read their privacy information before providing personal information directly to them.

We may update this policy when the website, plumbing partner, technology or legal requirements change. The latest version will be published on this page with a revised "last updated" date. If a change materially affects how existing information is used, we will provide additional notice where required.

For privacy questions or requests, contact:

Plumber Shrewsbury
Email: Admin@plumbershrewsbury.co.uk
Telephone: 01962 347 586
Postal address: Shrewsbury