Who is responsible for your information
The plumbing and heating business trading as Otley Plumbing & Heating, which operates this website, is the controller of the personal information described in this policy. We are based in Otley, England, United Kingdom.
You can contact us at info@otleyplumbingandheating.co.uk or on 07704 010611.
Personal information we collect
The information involved depends on how you deal with us.
- Enquiries and contact. Your name, telephone number, email address, the address or area where work is needed, and the details you choose to give us through the website enquiry form, by telephone, by email or, if you use it to contact us, Facebook.
- Customer and job records. If you arrange work, we may keep appointment details, work discussed or completed, communications, estimates, invoices and payment records.
- Website technical data. The hosting service may process an IP address, browser and device information, requested pages, request dates and times, and security information when it delivers and protects the website.
- Optional map technical data. If you consent to optional map content and the service area map loads on a larger screen, OpenStreetMap may receive an IP address, browser and device information, the referring website, map tile requests, and the date and time needed to display the map.
- Cookie preference. If you save a consent choice, the website stores an essential preference cookie for six months, including whether you permit the optional OpenStreetMap map. It does not contain your name or contact details.
- Public customer feedback. The website may show the name, date and wording of a review that has already been published publicly about Otley Plumbing & Heating.
The website enquiry form asks for your name, email address, type of work and details of the job. Telephone number and town or postcode are optional. It does not ask for payment details. Please do not send information that is not needed for your enquiry.
Most information comes directly from you. Public review information may come from our Facebook page. If somebody contacts us on your behalf or about a property you own or occupy, relevant contact and job information may come from that person. We use it only as needed to deal with the enquiry or work.
You do not have to make an enquiry, but without enough contact and job information we may not be able to reply or arrange work. We will explain if particular details are required for an agreed service or a legal record, and what cannot be done without them.
How and why we use personal information
| What we do | Why we do it | Lawful basis |
|---|---|---|
| Reply to an enquiry and discuss possible work | To answer questions, understand the work and arrange a visit | Steps you request before entering a contract. For a general question not connected with a possible contract, our legitimate interest in responding to enquiries |
| Arrange and carry out agreed work | To provide the service, communicate and manage payment | Performance of a contract |
| Keep invoices and records required by law | To meet tax, accounting and other record-keeping duties | Legal obligation |
| Keep appropriate job and communication records | To run the business, answer later questions and deal with disputes | Legitimate interests in maintaining appropriate business records |
| Deliver and protect the website | To keep the website available, reliable and secure | Legitimate interests in operating a secure website |
| Provide the optional service area map | To help visitors see the general area covered | Consent, given through the cookie controls before OpenStreetMap content is loaded |
| Show public customer reviews | To provide genuine feedback about previous work | Legitimate interests in presenting customer feedback |
| Handle complaints or legal claims | To respond properly and protect legal rights | Legitimate interests in resolving complaints and establishing, exercising or defending legal claims. Legal obligation where a court, regulator or law requires action |
You can withdraw consent for the optional map, and for any optional analytics or marketing cookies introduced in future, through the cookie controls.
Where we rely on legitimate interests, those interests are responding to general enquiries, running and securing the website and business, maintaining appropriate records, showing genuine public feedback, and dealing with complaints or claims. We consider the effect on the people involved and do not rely on this basis where their rights and interests override ours.
Embedded service area map
The homepage offers an optional map supplied through OpenStreetMap on larger screens. It is not displayed at mobile screen sizes. Where the map is shown, it does not connect to OpenStreetMap unless you consent through the cookie controls. Without consent, the map remains blocked and the page offers a way to manage your choice.
The OpenStreetMap Foundation handles that information as an independent controller under its own privacy arrangements. Map tiles may be delivered through infrastructure in different countries. We do not receive or retain the map request information or use it for analytics or marketing. We save only your consent choice in the essential preference cookie. You can withdraw map consent at any time through Cookie preferences, after which the embedded map will no longer load.
More information is available in the OpenStreetMap Foundation privacy policy and its service and tile privacy information .
How long we keep information
We keep personal information only for as long as it is reasonably needed for the purpose collected, and for any legal, accounting, insurance or dispute period that applies.
- Enquiry information, including website form submissions, is reviewed in our records and the Netlify account after the enquiry has ended. It is deleted when it is no longer needed for follow-up, an agreed job or a possible complaint or claim.
- Customer, job and financial records are retained until the relevant contractual, tax, accounting and legal record-keeping or claim period has ended, then deleted when no longer required.
- Website request and security data is kept according to the hosting provider's operational and security retention periods.
- We do not receive or retain OpenStreetMap request data.
- Public review information is shown while it remains relevant. A reviewer can contact us if they want us to consider removing it.
- The essential preference cookie, including the optional map consent choice, expires after six months.
Information may be kept longer where a complaint, legal claim or regulatory matter requires it.
Your data protection rights
Depending on the circumstances, UK data protection law may give you the right to:
- ask for a copy of your personal information;
- ask for inaccurate or incomplete information to be corrected;
- ask for information to be deleted;
- ask us to restrict how information is used;
- object to processing based on legitimate interests;
- receive certain information in a portable format; and
- withdraw consent at any time where consent is the lawful basis.
These rights are not absolute and an exemption may apply. We may need to confirm your identity before dealing with a request. There is normally no charge.
Your right to object
You can object at any time when we use personal information on the basis of legitimate interests. Tell us what you object to and why. We will stop unless there are compelling lawful reasons to continue or the information is needed for a legal claim.
We do not use personal information from this website to make automated decisions about people.
Security and processing outside the UK
Reasonable technical and organisational measures are used to protect personal information against loss, misuse and unauthorised access. No internet or email system can be guaranteed to be completely secure.
Some technology providers we appoint may process information outside the United Kingdom. Where that happens, we use a provider only where the transfer can be covered by a UK adequacy regulation, an approved contractual safeguard or another route allowed by UK data protection law. Contact us if you want more information about the safeguard relevant to your information.
This website and its enquiry form are prepared for hosting and form processing by Netlify. Form submissions are stored in the site's Netlify account so they can be reviewed and answered. More information about Netlify's handling of service, device and submission data is available in the Netlify privacy statement .
Questions, requests and complaints
To ask a question or use a data protection right, email info@otleyplumbingandheating.co.uk or call 07704 010611.
If you are unhappy with how your information has been handled, please contact us first so we can try to put it right. You can also complain to the Information Commissioner's Office .
This policy will be reviewed when our website or handling of personal information changes. The review date at the top shows when it was last checked.
