1. About this policy

This policy explains how BG Gas Ltd collects, uses and protects your personal information when you visit our website, contact us, book work or ask about finance. It also sets out how to make a complaint.

BG Gas Ltd is the data controller for the personal information described here. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Company: BG Gas Ltd, registered in England and Wales (company number 14079194)

Registered office: 2 Station View, Hazel Grove, Stockport, SK7 5ER

Phone: 0161 524 6877

2. The information we collect

We collect information you give us directly, information created when we work for you, and some information collected automatically when you use our website.

Information you give us

Your name, address, postcode, phone number and email address

Details of the work you need, such as your boiler or appliance, the problem and photos you send us

Your preferred appointment times and any access instructions

Anything you tell us in calls, texts, emails or messages

Reviews and feedback you leave

Information created when we work for you

Quotes, job records, invoices and payment records

Gas safety records, certificates and service history for your property, which we must keep by law

Warranty and boiler registration details

Call recordings, where we tell you a call is recorded

Information collected automatically

Your IP address, browser and device type, and pages you visit on our website

How you arrived at our website, for example from a Google search or advert

Information from cookies and similar technologies (see section 6)

We do not ask for special category information, such as health details. If you tell us about a vulnerability, for example so we can prioritise an elderly or disabled customer without heating, we use it only for that purpose, with your agreement, and delete it when it is no longer needed.

3. How we use your information

We only use your information where the law allows. Below is what we use it for and our lawful basis under UK GDPR.

Responding to enquiries and giving quotes: steps you ask us to take before a contract

Booking, carrying out and invoicing work: performance of a contract

Keeping gas safety records, certificates and tax records: legal obligation

Registering boilers and warranties with manufacturers: performance of a contract

Sending appointment reminders and job updates by text or email: performance of a contract

Asking for a review or feedback after a job: legitimate interests (improving our service)

Introducing you to TradeHelp if you ask about finance: your request, and legitimate interests (see section 4)

Handling complaints and legal claims: legitimate interests and legal obligation

Running and improving our website, and measuring our adverts: consent, where cookies are not essential (see section 6)

Sending marketing, such as service reminders or offers: consent, or legitimate interests for existing customers about similar services

You can opt out of marketing at any time by replying STOP to a text, using the unsubscribe link in an email, or contacting us. We do not sell your personal information.

4. Finance introductions to TradeHelp

If you want to pay for a new installation on finance, we can introduce you to TradeHelp Ltd. We only do this when you ask.

What we share: your name, contact details, address and the value of the work, so TradeHelp can contact you.

What we do not do: we do not assess your finances, run credit checks, give financial advice or discuss the details of a loan for your quote. TradeHelp handles all of that.

Who is responsible: once TradeHelp receives your details, TradeHelp and its lenders are responsible for how they use them, including any credit or identity checks. Their privacy policy is at tradehelp.co.uk/our-privacy-policy.

What we hear back: TradeHelp may tell us whether your application was accepted, so we can schedule the work. We do not receive your credit file or the reasons for a decision.

BG Gas Ltd is an Introducer Appointed Representative of TradeHelp for the purpose of credit broking introductions only. Our firm reference number is 1063047. All loans are subject to status.

5. Sharing, storage and security

We share your information only with people who need it to do the job, to meet the law, or with your permission.

Who we share it with

Our engineers and subcontractors, to carry out your work

Boiler and appliance manufacturers, to register products and warranties

Gas Safe Register and local authorities, to notify installations as building regulations require

TradeHelp Ltd, only if you ask about finance (see section 4)

Software providers, including HighLevel (our customer and booking system) and Google (website, advertising and analytics), to store records, send messages and run our website

Our accountants, insurers and professional advisers, to run the business and meet legal duties

Police, regulators or courts, where the law requires it

Our software providers act on our instructions and must keep your information secure.

Transfers outside the UK

Some providers, such as HighLevel and Google, may store information in the United States. Where this happens, we rely on the UK–US Data Bridge or the UK International Data Transfer Agreement or Addendum to protect it.

How long we keep it

Enquiries and quotes that do not go ahead: 2 years from last contact

Job records, invoices and payment records: 6 years after the job, for tax purposes

Gas safety records, certificates and installation records: 6 years, or longer where needed for warranties or legal claims

Call recordings: 12 months

Marketing preferences: until you opt out, plus a suppression record so we do not contact you again

Keeping it secure

We use password-protected systems, limit access to staff who need it, and use secure, reputable providers. If a breach puts your information at risk, we will tell you and the ICO where the law requires it.

6. Cookies, advertising and analytics

Cookies are small files stored on your device. We use essential cookies to make our website work, and other cookies only if you agree.

Essential cookies make the website and quote forms work, and remember your cookie choice (for example, HighLevel form cookies).

Analytics cookies show how visitors use the website so we can improve it (Google Analytics, via Google Tag Manager).

Advertising cookies measure which Google adverts lead to enquiries, and may show you our adverts on other sites (Google Ads).

Map cookies display our coverage area (Google Maps).

You can accept or reject non-essential cookies using the banner on our website, and change your choice at any time. You can also block cookies in your browser settings, though some parts of the site may not work.

Google's use of data is explained at policies.google.com/technologies/partner-sites. You can manage personalised adverts at adssettings.google.com.

7. Your rights

You have rights over your personal information. To use any of them, contact us; it is free, and we will reply within one month.

Access: ask for a copy of the information we hold about you

Correction: ask us to fix anything that is wrong or incomplete

Deletion: ask us to delete your information, unless we must keep it by law

Restriction: ask us to limit how we use it

Objection: object to us using it for legitimate interests or direct marketing

Portability: ask for information you gave us in a format you can take elsewhere

Withdraw consent: where we rely on consent, withdraw it at any time

We may need to confirm your identity before acting on a request.

If you are unhappy with how we have handled your information, please tell us first so we can try to put it right.

8. Complaints policy

If you are unhappy with our work or service, we want to hear about it and put it right.

How to complain

Contact us by phone on 0161 524 6877 or in writing to our registered office.

Tell us your name, address, the job and what went wrong.

We will acknowledge your complaint within 5 working days.

We will investigate, which may include a visit to inspect the work.

We will send you a final response within eight weeks.

If your complaint is about gas safety, you can also contact Gas Safe Register on 0800 408 5500.

Complaints relating to products purchased via finance, if you remain dissatisfied

If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome or progress of the complaint, you have the right to refer your complaint to the credit provider/s and/or the Financial Ombudsman Service.

On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:

Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT

Telephone: 01978 666887

E-mail: [email protected]

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with the broker's/lender's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender's final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9 123

E-mail: [email protected]

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

9. Status disclosure and changes to this policy

Status disclosure

BG Gas Ltd is an Introducer Appointed Representative of TradeHelp for the purpose of credit broking introductions only. Our firm reference number is 1063047. TradeHelp is a trading style of TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT, registered in England (03712438), authorised and regulated by the Financial Conduct Authority (firm reference number 697812). TradeHelp are a credit broker, not a lender, and offer loans from a small panel of carefully selected lenders. TradeHelp do not offer financial advice and do not charge you for credit broking services. All loans are subject to status.

Changes to this policy

We may update this policy from time to time. The latest version will always be on our website, with the date it was last updated at the top.