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Last updated: November 2025

1.    Introduction

CARTERS HEATING SERVICES LTD (“we”, “us”, “our”) respects your privacy and is committed to protecting your personal data. This combined Privacy C Complaints Policy explains how we collect, use, and safeguard your information, as well as how you can make a complaint if you are dissatisfied with our service or a product purchased via finance.

We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all other relevant data protection and financial conduct regulations.

2.    Who We Are

Business Name: CARTERS HEATING SERVICES LTD

Registered Office: 18B Alston Road, Norwich, NR6 5DS

Company Number: 11281808

Email: info@cartersheatingservices.co.uk

Telephone: 01603 746168

We provide heating, plumbing, and related maintenance services to residential and commercial clients across Norfolk and surrounding areas.

3.    Information We Collect

We may collect and process the following types of personal data:

  • Contact Information: Name, address, phone number, and email.
    • Service Details: Information about your heating system, appliances, and service history.
    • Billing and Payment Information: Invoices, quotes, and payment details.
    • Technical Data: IP address, browser type, and website usage data.
    • Communication Records: Emails, messages, or notes from calls and appointments.

4.    How We Collect Your Information

We collect data in the following ways:

  • Directly from you when you contact us by phone, email, or through our website.
    • Through our engineers and staff when they visit your property.
    • Automatically when you browse our website (using cookies and analytics).
    • From third parties such as finance providers, lead generation services, or booking systems (if applicable).

5.    How We Use Your Information

We use your personal data to:

  • Provide and manage our heating and plumbing services.
    • Process payments, invoices, and manage accounts.
    • Communicate with you regarding appointments, quotations, or maintenance.
  • Send service reminders or safety-check notifications (e.g., boiler servicing).
    • Comply with legal, financial, and regulatory requirements.
    • Improve our website and customer service.

We will not use your data for unrelated activities without your consent.

6.    Lawful Basis for Processing

We process your personal data under one or more of the following lawful bases:

  • Contract: To provide the service or quotation you have requested.
    • Legal Obligation: To comply with tax, safety, or record-keeping requirements.
    • Legitimate Interests: To manage and improve our business operations.
    • Consent: When you have explicitly given permission (e.g., for marketing communications).

7.    Sharing Your Information

We may share your data with:

  • Employees, engineers, or subcontractors who deliver our services.
    • Third-party suppliers or manufacturers.
    • Accountants, insurers, or legal advisers.
    • IT, website, and finance service providers (e.g., TradeHelp Ltd or credit lenders).

All third parties are required to maintain appropriate data protection and confidentiality standards.

We do not sell or rent your data to anyone.

8.    Data Retention

We retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including:

  • As long as you are a customer.
    • Up to 7 years after your last service (for tax and accounting purposes).

After this time, we securely delete or anonymise your data.

G. Data Security

We use suitable technical and organisational measures to safeguard your data, including:

  • Secure servers and encrypted storage.
  • Restricted access and staff training.
  • Regular software and system updates.

While we cannot guarantee complete security, we take every reasonable step to protect your information.

10.    Your Data Rights

You have the right to:

  • Access your personal data.
    • Request correction or deletion.
    • Object to or restrict processing.
    • Withdraw consent (where applicable).
    • Request data portability.

To exercise your rights, contact info@cartersheatingservices.co.uk or call 01603 746168.

You can also contact the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully:

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

11.    Complaints Procedure

a.  How to Raise a Complaint

If you have a complaint about our service, the handling of your data, or a product purchased via finance, please contact us:

By Post:

CARTERS HEATING SERVICES LTD

18B Alston Road Norwich

NR6 5DS

By Phone: 01603 746168

By Email: info@cartersheatingservices.co.uk

Please provide your name, contact details, and a clear description of your complaint.

We will acknowledge your complaint promptly (normally within 5 business days) and aim to issue a full response within 8 weeks.

b.  Complaints About Products Purchased via Finance

On the rare occasion that we do receive a complaint, we take it very seriously.

If your complaint relates to a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the details below:

Write: TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT

Telephone: 01978 666 887

Email: info@tradehelp.co.uk

If your complaint relates to the finance linked to your purchase, you can still let us know, but we will forward it to your credit provider.

Your credit provider will acknowledge your complaint, investigate it thoroughly, and issue a response within eight weeks.

c.   What to Do If You Can’t Reach an Agreement

If you are not satisfied with the lender’s response to your finance-related complaint, you may refer the matter to the Financial Ombudsman Service (FOS) within six months of the lender’s final response.

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

Telephone: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

12.    Cookies and Website Tracking

If our website uses cookies or analytics tools, they may collect non-personal data such as IP address, browser type, and visit duration. You can manage or disable cookies through your browser settings.

For more details, please see our separate Cookie Policy (if applicable).

13.    Updates to This Policy

We may update this Privacy C Complaints Policy from time to time. Any changes will be posted on our website and the date at the top will indicate when it was last revised.

14.    Contact Us

If you have any questions about this policy, how we handle your data, or our complaints process, please contact:

CARTERS HEATING SERVICES LTD

18B Alston Road Norwich

NR6 5DS

Company Number: 11281808

Email: info@cartersheatingservices.co.uk

Phone: 01603 746168