Privacy Policy

This privacy policy explains how Eco Trades South West Ltd, trading as Eco Trades ("we", "us" or "our"), collects, uses, shares and protects your personal information when you visit our website www.eco-trades.co.uk, contact us or use our services.

We are committed to protecting your privacy and handling your information in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR). Please read this policy carefully. If you have any questions, please get in touch using the details in the Contact us section.

Contents

Who we are
What information we collect
Sensitive information
How we collect your information
How we use your information and our lawful basis
Our legitimate interests
Marketing
Cookies
Who we share your information with
International transfers
How long we keep your information
Keeping your information secure
Automated decision-making
Your rights
If you do not provide your information
Children's privacy
Links to other websites
How to complain
Changes to this privacy policy
Contact us

Eco Trades South West Ltd is the data controller for the personal information we process. This means we decide how and why your information is used.

Company name: Eco Trades South West Ltd
Company number: 08208042 (registered in England and Wales)
Registered office: 224 Torquay Road, Paignton, Devon, TQ3 2HN
Email: sales@eco-trades.co.uk
Telephone: 01803 393530

We are not required to appoint a Data Protection Officer and have not done so. If you have any questions about this policy or your information, please contact us using the details above.

Depending on how you interact with us, we may collect the following information:

• Contact details: your name, address, email address and telephone number.
• Enquiry details: information you give us when you fill in a form, request a quote, or call, email or message us, such as the services you are interested in and any messages you send.
• Property information: details about your property and its heating, electrical and energy systems, including photographs, survey notes, energy bills or Energy Performance Certificates where you provide them or we gather them during a survey.
• Transaction details: quotes, contracts, invoices, payment records and warranty or guarantee information. We do not store your full card details.
• Scheme eligibility information: where you apply for a government or energy company funded scheme, the information needed to check your eligibility.
• Technical information: your IP address, browser type, device information and how you use our website, collected through cookies and similar technologies.
• Marketing preferences: whether you have agreed to receive marketing from us.

Some funded schemes require evidence of eligibility, such as receipt of certain benefits or a health condition that is made worse by a cold home. This can include special category data under UK GDPR. We only collect this where it is needed for your application, and we process it with your explicit consent or where it is otherwise permitted by law. We do not otherwise collect special category data about you.

We collect information in the following ways:

• Directly from you: when you complete a form on our website, request a quote, call, email or message us, or when we visit your property.
• Automatically: when you use our website, through cookies and similar technologies. See the Cookies section below.
• From third parties: such as people who refer you to us, review and trade directory websites you use to contact us, scheme administrators, and publicly available sources such as the Energy Performance Certificate register.

We must have a lawful basis for using your personal information. We use your information for the following purposes, on the following lawful bases:

• To respond to your enquiry and provide a quote: to take steps at your request before entering into a contract, or our legitimate interests in responding to people who contact us.
• To carry out surveys, installations and other work, and to provide aftercare, warranties and guarantees: performance of our contract with you.
• To register and certify installations and notify the relevant bodies, such as certification schemes, building control and your electricity network operator: legal obligation and performance of our contract with you.
• To process applications for funded schemes or grants: performance of our contract with you or steps taken at your request, and your explicit consent for any special category data.
• To manage payments and keep financial records: performance of our contract with you and legal obligation, for example HMRC record-keeping rules.
• To send you service messages, such as appointment and servicing reminders: performance of our contract with you or our legitimate interests in looking after our customers.
• To send you marketing about our products, services and offers: your consent or, for existing customers, our legitimate interests in telling you about similar services. You can opt out at any time.
• To understand how our website is used and improve it: your consent, given through our cookie banner.
• To keep our website and systems secure, prevent fraud and deal with complaints or legal claims: our legitimate interests in protecting our business, and legal obligation where it applies.

Where we rely on legitimate interests, these are responding to enquiries, running and improving our business, looking after our customers, keeping accurate records, and protecting our business from fraud and legal claims. We only rely on legitimate interests where we are satisfied that they are not outweighed by your rights and interests. You can object to this use of your information at any time (see Your rights).

We will only send you marketing emails or text messages if you have agreed to receive them, or if you are an existing customer and we are telling you about similar products or services and you have not opted out. Every marketing message includes a simple way to unsubscribe, and you can contact us at any time to stop receiving marketing.

Our website uses cookies and similar technologies. Essential cookies are needed for the website to work. We only use analytics and marketing cookies, such as Google Analytics, if you agree to them through our cookie banner, which is provided by CookieYes. You can change your cookie preferences at any time using the cookie settings link on our website.

Some browsers send "Do Not Track" signals. As there is no agreed standard for these, our website does not respond to them, but you can control cookies through our cookie banner and your browser settings.

For more information, please see our cookie policy.

We do not sell your personal information. We only share it where necessary for the purposes set out in this policy, with:

• Certification and scheme bodies: such as MCS, TrustMark, competent person schemes and building control, to register and certify installations.
• Scheme administrators: such as Ofgem for the Boiler Upgrade Scheme, and energy companies or local authorities for other funded schemes you apply for.
• Your electricity network operator: where we need to notify them of, or apply to connect, solar panels, batteries, heat pumps or electric vehicle chargers.
• Suppliers and subcontractors: who help us carry out work for you, including manufacturers for warranty registrations.
• Service providers: who support our business, such as our website host, email and IT providers, cookie and analytics providers, accountants and insurers.
• Legal and regulatory authorities: where we are required to by law, or to establish, exercise or defend legal claims.
• A buyer or successor: if our business, or part of it, is sold, merged or restructured.

Our service providers act only on our instructions and must keep your information secure. Certification bodies, scheme administrators and network operators may use your information as separate data controllers, under their own privacy policies.

Some of our service providers, such as email, cloud storage and analytics providers, may store or process your information outside the UK, including in the European Economic Area and the United States. Where this happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations, the UK Extension to the EU-US Data Privacy Framework, or the International Data Transfer Agreement or Addendum approved by the Information Commissioner's Office.

We only keep your information for as long as we need it for the purposes it was collected for, including to meet legal, accounting and certification requirements. As a guide:

• Enquiries and quotes that do not go ahead: up to 2 years from our last contact with you.
• Customer, contract and financial records: 6 years after the end of the financial year in which the work was completed, to meet HMRC and other legal requirements.
• Installation, certification and warranty records: for as long as the relevant warranty, guarantee or certification requirement lasts, which may be longer than 6 years.
• Marketing records: until you unsubscribe, after which we keep a record of your opt-out so that we do not contact you again.
• Website analytics data: in line with the retention settings of our analytics tools, typically no more than 14 months.

When we no longer need your information, we securely delete or anonymise it.

We use appropriate technical and organisational measures to protect your personal information, including encrypted website connections, password-protected systems and limiting access to people who need it. However, no method of internet transmission or electronic storage is completely secure, so we cannot guarantee absolute security.

We do not make decisions about you based solely on automated processing, including profiling, that have legal or similarly significant effects on you.

Under UK data protection law, you have the following rights:

• Access: to ask for a copy of the personal information we hold about you.
• Rectification: to ask us to correct information that is inaccurate or incomplete.
• Erasure: to ask us to delete your information in certain circumstances.
• Restriction: to ask us to limit how we use your information in certain circumstances.
• Objection: to object to us using your information based on our legitimate interests, and to object to direct marketing at any time.
• Data portability: to ask us to transfer information you have given us to you or another organisation in a commonly used electronic format, where we process it by consent or contract and by automated means.
• Withdraw consent: where we rely on your consent, you can withdraw it at any time. This does not affect anything we did before you withdrew it.
• Automated decisions: not to be subject to decisions based solely on automated processing that significantly affect you.

To exercise any of these rights, please contact us using the details in the Contact us section. You do not usually need to pay a fee. We may ask you to confirm your identity, and we will respond within one month. This can be extended by a further two months for complex or multiple requests, in which case we will let you know.

Some information is needed for us to respond to your enquiry, provide a quote, carry out work or meet our legal obligations. If you do not provide it, we may not be able to provide our services to you. Where providing information is optional, we will make this clear.

Our website and services are intended for adults. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has given us their information, please contact us and we will delete it.

Our website may contain links to other websites, apps or services, such as government scheme pages, manufacturers and accreditation bodies. These are not operated by us and are not covered by this privacy policy. We recommend reading their privacy policies before providing them with any personal information.

If you have a concern about how we use your information, please contact us first and we will do our best to resolve it.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator:

Website: ico.org.uk/make-a-complaint
Helpline: 0303 123 1113
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We may update this privacy policy from time to time to reflect changes in the law or in how we use your information. The date at the top of this page shows when it was last updated. We recommend checking this page from time to time.

If you have any questions about this privacy policy or how we use your information, or would like to exercise your rights, please contact us:

Eco Trades South West Ltd
224 Torquay Road, Paignton, Devon, TQ3 2HN
Email: sales@eco-trades.co.uk
Telephone: 01803 393530