Privacy Policy

1. Who we are

MSG Plumbing and Heating Solutions Ltd is the controller of personal information we collect for our own business purposes through msgplumingandheating.co.uk and our customer communications.

We are based in Brierley Hill, West Midlands, DY5 3LZ. For privacy enquiries or to exercise your rights, email [email protected].

2. Information we collect

Depending on your enquiry or the services you arrange, this may include:

• Your name, email address, telephone number and property address.
• Messages, photographs and details you provide about your property, boiler, cylinder or heating system.
• Quotes, appointment details, job records, invoices and relevant installation or warranty documentation.
• Technical information processed when the website loads, such as your IP address, browser information and security logs.

We receive information directly from you through our enquiry form, email, telephone or messaging services. If you contact us through a third-party platform, such as Checkatrade or a social media service, we may receive the information you choose to send through that platform. Please avoid sending sensitive personal information that is unrelated to your enquiry.

3. Why we use your information

Providing information is generally your choice. Without the contact, property or job details needed for a request, we may be unable to prepare a quote, arrange a visit or complete the work.

Contacting us for a quote does not itself give consent to unrelated marketing. You can ask us to stop promotional messages at any time using the details above or an unsubscribe option in the message.

4. Who may receive your information

Where needed for the relevant purpose, recipients may include:

• Website hosting, enquiry-form, customer-management, email and IT support providers, including the service providers operating our website and contact form.
• Engineers or contractors involved in work you have requested.
• Manufacturers or relevant registration bodies where needed for warranty registration, certification or installation notification.
• Accountants, insurers, professional advisers and authorities where required for legal obligations or a relevant claim.

We share information relevant to the task. A recipient may handle it on our behalf or act as an independent controller, depending on its role.

5. How long we keep information

We keep information for the period needed for its purpose. For enquiries that do not lead to work, we consider whether the enquiry is still active and whether follow-up is reasonably expected. For completed jobs, we consider installation records, warranty needs, tax and accounting duties, and relevant claim periods. Security records are kept according to the risk or incident being investigated.

These factors determine when information can be deleted or anonymised. You can contact us for details about the retention period applicable to your records.

6. Protecting information

We are responsible for using appropriate technical and organisational measures to protect the personal information we handle and for limiting access to people who need it for their work. Please contact us promptly if you believe information you have sent to us has been compromised.

7. International processing

[CONFIRM BEFORE PUBLICATION: identify any providers that process personal information outside the UK, the relevant countries, and the actual transfer mechanism relied on. Explain how people can obtain details or a copy of applicable safeguards. If no restricted transfers take place, replace this paragraph with an accurate statement reflecting the verified arrangements.]

8. Cookies and similar technologies

Cookies and similar technologies can store or access information on your device. This can include technologies used by an embedded enquiry form. Some uses are exempt from consent requirements; others require your permission before they operate.

[CONFIRM BEFORE PUBLICATION: list the actual cookies and similar technologies used by the website and embedded services, including their names, providers, purposes and durations. State which need consent and describe the working controls for accepting, rejecting and withdrawing it. If the site uses none, replace this paragraph with that verified position.]

Your browser also lets you remove or block cookies. Blocking some technologies may affect website features. Browser controls are separate from any consent choices offered on the website.

9. Your information rights

Depending on the circumstances and the lawful basis, you may ask us to:

• Provide access to your personal information and a copy.
• Correct inaccurate or incomplete information.
• Erase information or restrict how it is used.
• Provide information in a portable format where that right applies.

If we rely on consent, you can withdraw it without affecting the lawfulness of earlier use. Email [email protected] to make a request. We may need to verify your identity. Rights can be subject to legal conditions or exemptions; we will explain these where relevant.

10. Questions or complaints

Please email [email protected] with any concern about how we handle your information. You also have the right to complain to the UK's Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint.

11. Other websites and services

Our website links to services such as Checkatrade, Facebook and WhatsApp. If you follow those links or use those services, their operators process information under their own privacy notices and may use cookies or similar technologies. Review their notices before providing information.

12. Changes to this policy

We may update this policy as our services or information-handling arrangements change. The date at the top identifies the latest revision. Where required, we will bring significant changes to your attention.