Privacy Policy - Boiler Monkey

Call: 0330 113 5988

1. Who we are

Boilermonkey Ltd, trading as Boiler Monkey, is responsible for the personal information described in this policy.

Website: https://www.boilermonkey.co.uk
Company registration number: 11678949
Email: info@boilermonkey.co.uk
Telephone: 0330 113 5988

Please contact us using these details if you have a question about your information or wish to exercise your data protection rights.

2. The information we collect

When you request a quote or contact us through our website, telephone, email or WhatsApp, we may collect:
• Your name, email address and telephone number.
• Your postcode and, where needed to prepare a quote or carry out work, your property address.
• Details about your home, heating system and installation requirements, including your property type, number of bedrooms and bathrooms, hot-water cylinder and boiler flue.
• Messages, photographs or other information you choose to provide.
• Quotes, estimates, invoices and records relating to work you ask us to carry out.
• Installation dates, boiler and relevant product serial numbers, and information needed for installation notifications and warranty registration.

Our website and its service providers may also process technical information, such as your IP address, browser/device information, pages visited and advertising interactions. Our Cookie Policy explains website tracking in more detail.

3. How we use your information

We use enquiry details to respond to your request, discuss your requirements, prepare quotes and estimates, and arrange surveys or work you request.

If you become a customer, we also use the necessary information to manage your installation or other agreed work, issue invoices, and handle questions, complaints or warranty-related matters.

Where applicable, we use relevant customer and installation details to notify completed work through Gas Safe Register for Building Regulations compliance and to register your boiler or related product warranty with the manufacturer.

We do not use your quote enquiry details to send promotional emails or text messages. We do not sell your personal information.

Where the appropriate consent has been obtained, website analytics and advertising measurement help us understand how people use our website and whether advertising generates enquiries. This is separate from using your contact details to handle your quote.

4. Our lawful bases

We rely on the following lawful bases, as applicable:
• Steps before entering a contract and performance of a contract: responding to your request for a quote and providing services you agree to purchase.
• Legal obligations: keeping records required by tax, accounting or other applicable laws.
• Legitimate interests: maintaining necessary business records, protecting our website and systems, and handling complaints or legal claims. We consider the impact on your rights when relying on this basis.
• Consent: optional website tracking where consent is required.

You can withdraw consent for optional tracking using the website’s cookie settings. Withdrawal does not affect processing that was lawful before you withdrew consent.

5. Where information is stored and who receives it

Enquiry information is stored in our Gmail email system, provided by Google. Information needed to prepare quotes, estimates and invoices is also stored in Zoho CRM. We use Zoho’s European account region (zoho.eu).

Relevant service providers process information where necessary to support these activities, including our email, CRM, website hosting and website security providers. They receive the information needed to provide their services.

Google processes information in connection with website analytics and advertising tracking. If you choose to contact us through WhatsApp, WhatsApp also processes information under its own privacy policy.

Where applicable, we share relevant customer, property and installation information with Gas Safe Register for installation notification and certification. This may include your name, installation address, installation date, appliance details and a description of the work. Relevant information may also be passed to the appropriate local authority through this notification process.

We share the details needed to register your warranty with the relevant boiler or product manufacturer. Depending on the manufacturer, this may include your name, address, email address, installation date, boiler model and serial number, and a system filter serial number where applicable. Those organisations explain their own use of information in their privacy notices.

We may also share information with professional advisers, such as accountants, insurers or legal advisers, where necessary for the services they provide, and with public authorities where required by law.

Information may also be disclosed where necessary to meet a legal obligation or deal with a legal claim.

6. International processing

We use Google’s Gmail service and Zoho CRM, so personal information may be processed outside the United Kingdom.

Our Zoho CRM account uses the European region (zoho.eu). Zoho states that information for this region is generally stored and processed within the European Union. In some circumstances, authorised Zoho staff in India may access information to provide technical support. Zoho describes contractual safeguards and supplementary measures for that access in its privacy information.

Google operates servers internationally and may process information outside the UK, including in the United States. Google describes its transfer protections as including applicable adequacy arrangements, the UK Extension to the EU–US Data Privacy Framework, and standard contractual clauses where required.

The applicable transfer arrangements depend on the service and processing involved. You can contact info@boilermonkey.co.uk for further information about the arrangements relevant to your information, including how to obtain details of applicable safeguards.

Further provider information:
Google: https://policies.google.com/privacy/frameworks?hl=en-GB
Zoho: https://www.zoho.com/en-uk/privacy.html
Zoho EU-region information: https://www.zoho.com/privacy/privacy-faq.html

7. How long we keep information

We do not apply one fixed retention period to all enquiries. We determine how long information is needed by considering:
• Whether the enquiry or quote is still active and whether further communication is reasonably expected.
• Whether the information is needed to arrange or complete agreed work.
• Whether records are needed for invoicing, accounting or other legal requirements.
• Whether information is needed to address an unresolved complaint, warranty matter or legal claim.

An unsuccessful enquiry does not justify keeping information indefinitely. When information is no longer needed for these purposes, we delete it or anonymise it, taking account of the way our email and CRM systems retain backups.

8. Keeping your information secure

We take appropriate technical and organisational measures to protect personal information and restrict access to people and providers who need it for the purposes explained in this policy.

9. Your rights

Depending on the circumstances, you may have the right to:
• Access your personal information.
• Correct inaccurate or incomplete information.
• Request deletion of your information.
• Restrict how your information is used.
• Object to processing based on legitimate interests.
• Receive certain information in a portable format.
• Withdraw consent where processing relies on consent.

These rights are subject to applicable conditions and exemptions. For example, some records may need to be retained to meet legal obligations.

To make a request, email info@boilermonkey.co.uk. We may need to confirm your identity before dealing with it. Requests are normally handled without a fee; any fee or refusal will only apply where permitted by data protection law.

You may also complain to the Information Commissioner’s Office (ICO):
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

10. Providing your details and automated decisions

You do not have to request a quote or provide information to us. However, we need sufficient contact and property information to respond meaningfully, prepare a quote and arrange requested work.

We do not use your enquiry information to make solely automated decisions that have legal or similarly significant effects on you.

11. Cookies and changes to this policy

Our Cookie Policy explains cookies and similar technologies used on this website. You can manage optional tracking through the website’s cookie settings.

Links to other websites or services are subject to those organisations’ privacy notices. Please read their notices when using them.

Please let us know if your contact or other relevant details change so that our records remain accurate.

We may update this policy when our services or information-handling practices change. The date above shows when it was last updated.