Privacy Policy

Last updated: 20 July 2026

1. Who we are

Bethy Boilers is the data controller for the personal information described in this policy. This means we decide why and how that information is used.

You can contact us about this policy or your personal information by emailing info@bethyboilers.co.uk.

This policy applies when you visit bethyboilers.co.uk, contact us, request a quotation, book or receive a service, make a payment, respond to a survey or review request, or choose to receive marketing from us.

2. The personal information we collect

Depending on how you deal with us, we may collect and use the following information:

• Identity and contact details: your name, postal address, service address, email address and telephone number.
• Appointment and job details: the date and time of a booking, access instructions, property information, appliance details, service history, job notes, photographs and communications about the work.
• Safety and technical records: appliance make, model and serial number, test results, defects, warning notices, service records, landlord gas safety information and other records needed to carry out or evidence gas work safely.
• Payment and transaction details: quotations, invoices, payments received, amounts outstanding and limited payment information. If a payment provider processes your card details, we do not normally receive or store the full card number or security code.
• Communication records: emails, telephone notes, text or messaging conversations, enquiries, complaints, feedback and reviews.
• Marketing preferences: whether you have asked to receive or stop receiving offers and updates, your preferred contact method and a record of your consent or objection.
• Website and device information: IP address, browser and device type, approximate location, pages viewed, referral source, dates and times of visits, cookie identifiers and website interaction data.
• Information from other people: for example, where a landlord, letting agent, family member or property manager arranges work for you or at your property.

Please do not give us sensitive personal information unless it is genuinely needed. If you tell us about a health condition, disability or vulnerability because it affects access, communication or safe delivery of our service, we will use it only where necessary and with an appropriate legal basis.

3. How we collect your information

We collect information directly from you when you complete a website form, telephone, email or message us, request a quotation, book work, pay an invoice, speak to us during a visit, leave feedback or opt in to marketing.

We may also receive information from:

• a landlord, tenant, letting agent, property manager, relative or other person arranging work;
• website, email, booking, payment, accounting and analytics service providers;
• public sources, such as online directories or review platforms; and
• regulators, insurers, manufacturers, warranty providers, contractors or professional advisers where relevant to a job, complaint or legal obligation.

4. Why we use your information and our lawful bases

UK data protection law requires us to have a lawful basis for each use of personal information. The main purposes and lawful bases we rely on are set out below.

Where we rely on legitimate interests, we consider whether the use is necessary and balance our interests against your rights and reasonable expectations. Where we rely on consent, you can withdraw it at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

5. Service messages and marketing

Service messages

We may contact you about an enquiry, quotation, appointment, payment, safety issue, complaint or service you have requested. These are service communications rather than marketing, and you may still receive them where they are necessary to complete or manage the work.

Promotional messages

We may send promotional emails or texts where you have actively agreed, or where the law permits us to use the soft opt-in for our own similar services. When relying on the soft opt-in, we will have obtained your details during a sale or genuine discussion about a sale, will market only our similar services, and will have offered a clear opportunity to opt out when collecting your details and in every later message.

You can stop marketing at any time by using the unsubscribe option in a message or emailing info@bethyboilers.co.uk. We may keep a minimal suppression record, such as your email address or telephone number, so that we remember and respect your choice.

We do not sell your personal information or provide it to unrelated businesses for their own marketing.

6. Cookies and website analytics

Our website may use cookies and similar technologies. Some are strictly necessary for the website to work, remain secure, remember privacy choices or provide a feature you request. Other cookies, including analytics cookies, are optional and should be used only after you give the required consent.

We may use Google Analytics 4 to understand matters such as which pages are visited, how visitors reach the website and how the site performs. Analytics information can include device, browser, approximate location and online identifiers. Where consent is required, analytics must remain disabled until you accept the relevant cookie category.

You can accept, reject or change your optional cookie choices through the cookie controls shown on the website. Blocking some cookies may affect how certain features work. More detailed information, including the cookies currently in use and their duration, should be provided in our separate Cookie Policy and cookie preference tool.

7. Who we share information with

We share personal information only where necessary and appropriate. Recipients may include:

• website hosting, maintenance, security, analytics, email, telephone, messaging and cloud storage providers;
• booking, customer management, payment processing, banking, bookkeeping and accounting providers;
• subcontractors, suppliers, manufacturers, warranty providers or other trades where needed to complete authorised work;
• landlords, tenants, letting agents or property managers where they are legitimately involved in the work;
• Gas Safe Register, local authorities, emergency services, regulators or other official bodies where required or appropriate for safety or compliance;
• insurers, accountants, legal advisers, debt recovery providers and professional advisers; and
• a buyer, adviser or successor if our business is reorganised, sold or transferred.

Service providers that process information for us are expected to protect it, use it only for the agreed service and comply with applicable data protection law. In some situations, another recipient will act as an independent data controller and will be responsible for its own use of the information.

We may also disclose information where required by law, to protect someone’s vital interests, to deal with suspected fraud or crime, to protect legal rights, or to respond to a lawful request from a public authority.

8. International transfers

Some technology providers may store or access information outside the United Kingdom. Where personal information is transferred internationally, we will use a lawful transfer mechanism and appropriate safeguards where required. These may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, and additional technical or contractual protections.

You may contact us if you would like more information about the safeguards relevant to your information.

9. How long we keep information

We do not keep personal information for longer than reasonably necessary. The exact period depends on why it was collected, legal and regulatory requirements, safety considerations, the likelihood of follow-up work and whether information may be needed to establish or defend a claim.

Our usual retention approach is:

• Unsuccessful enquiries and quotations: normally up to 24 months after the last meaningful contact, unless a longer period is justified.
• Customer, job, appliance and service records: normally for up to 7 years after the end of the customer relationship or completion of the relevant work, and longer where needed for safety, warranties, a continuing relationship or a legal claim.
• Invoices, payments and tax records: for at least the period required by HMRC. For a self-employed business, this is generally at least 5 years after the 31 January submission deadline for the relevant tax year, and longer in some circumstances.
• Marketing information: until you withdraw consent or object, or until we decide the information is no longer current or useful. We retain a minimal suppression record where needed to respect an opt-out.
• Website analytics and cookie data: according to the lifespan shown in our cookie information and the retention controls configured within the relevant service.
• Complaints, incidents and legal claims: for as long as needed to investigate and resolve the matter and for any applicable limitation period.

When information is no longer required, we will securely delete it, anonymise it or place it beyond routine use until deletion is possible.

10. How we protect your information

We use proportionate technical and organisational measures designed to protect personal information from loss, misuse, unauthorised access, alteration or disclosure. These may include access controls, password protection, multi-factor authentication where available, device security, secure backups, software updates, encryption provided by our systems, careful supplier selection and limiting access to people who need the information.

No website, email system or storage method can be guaranteed completely secure. If we become aware of a personal data breach, we will assess it and notify affected people and the Information Commissioner’s Office where the law requires us to do so.

11. Your data protection rights

Depending on the circumstances and the lawful basis being used, you may have the right to:

• be informed about how we use your personal information;
• request access to your personal information and receive a copy;
• request correction of inaccurate or incomplete information;
• request deletion of your information in certain circumstances;
• request restriction of how your information is used in certain circumstances;
• object to processing based on legitimate interests and object at any time to direct marketing;
• request data portability for certain information processed by automated means on the basis of consent or contract;
• withdraw consent at any time where consent is our lawful basis; and
• challenge certain solely automated decisions that have legal or similarly significant effects.

These rights are not all absolute, and an exemption may apply. We may need to ask for enough information to verify your identity before acting on a request. We will normally respond within one month and will not usually charge a fee, although the law allows a reasonable fee or refusal in limited circumstances.

To exercise a right, email info@bethyboilers.co.uk. You will not be treated unfairly for exercising your rights.

12. Automated decision-making

We do not currently use personal information to make decisions based solely on automated processing that produce legal or similarly significant effects.

13. Children’s information

Our services and website are not directed at children, and we do not knowingly collect children’s information for marketing. A parent, guardian or responsible adult should contact us when arranging work involving a child’s home or information. If you believe a child has provided personal information to us unnecessarily, please contact us so we can review and, where appropriate, delete it.

14. Other websites and services

Our website may link to websites, maps, review platforms, social networks or services operated by other organisations. Those organisations control their own processing, and their privacy notices apply when you use their services. We are not responsible for the privacy practices of an external website merely because we link to it.

15. If you do not provide information

You are not generally required by law to give us personal information. However, we may be unable to provide a quotation, arrange access, perform a service, issue required documents or meet legal and safety duties if you do not provide information that is necessary for those purposes.

16. Complaints

Please contact us first if you have a concern so that we have an opportunity to resolve it. You also have the right to complain to the UK supervisory authority:

Information Commissioner’s Office (ICO)
Website: ico.org.uk/make-a-complaint
Telephone: 0303 123 1113

Complaining to us first does not affect your right to contact the ICO.

17. Changes to this policy

We may update this privacy policy when our services, suppliers, website or legal obligations change. The latest version will be published on this page and identified by the “last updated” date. If a change significantly affects how we use your information, we will take reasonable steps to bring it to your attention.