This policy details how we use and store your personal information here at Superwarm, along with why that information is stored – and how we protect your privacy when doing so.
We pledge to handle any personal information under our control with a great deal of care, and to keep that information safe whilst respecting your privacy and rights.
It’s our aim to be 100% clear when collecting your information, and how we are going to use it.
We’re a family-run business based in Edinburgh, who install, repair and service boilers and central heating systems for domestic households, landlords and businesses, and therefore we utilise personal information on a daily basis.
Our use of personal information allows us to operate in and around central Scotland helping us to arrange boiler installations, repairs and services, as well as to stay in touch with customers, about their upcoming annual service – to ensure all our customers have a warm, comfortable home.
This policy is effective from 25th May 2018.
Who are we?
Superwarm Services Limited – a private limited company based in Scotland (company no. SC255458). VAT registration no. 829 632 602.
How we collect and store information about you
We collect and store information about you in a couple of different ways which we’re going to detail now.
Information you provide to us directly
You may get in touch with us to arrange a quote for an installation, repair, or a service – or just to seek some free, impartial advice on anything related to central heating.
When you’re using our website, we also collect personal information using what’s known as cookies (see below) and other methods of tracking.
This means we’ll receive information regarding the type of device you’re using to access our site, and the settings your device may provide us with additional details about the type of device you’re using, the specific model and operating system you’re using, your device settings, and why a crash has occurred (if applicable). This is in accordance with common website practice.
For more details on the the information available to us through your device, check with your manufacturer or OS provider.
Information you provide to us indirectly
Your information may be passed onto us by third parties. As an example:
We’re an accredited installer for Worcester Bosch (amongst others), so if you were to fill out your details on Worcester Bosch’s website looking for a quotation, that information would then be sent to us asking us to contact you.
Information from other sources
We may also use information from the sources detailed below:
Your privacy settings for social media platforms such as Facebook or Twitter might be set up so that you give us permission to access certain information from those platforms – for example, tagging us in a post or photo.
Information available publicly
We may also collect information available from public sources such as manufacturer or company websites, public social media accounts, the electoral register and Companies House. This helps us to put together a more complete picture of someone’s interests and support of Superwarm.
The personal information we collect
We store, collect and use the information detailed below:
- Your name
- Your email address
- Your address and contact details
- Details of any installation or service carried out with us
- Your installation or service date
- Your bank or payment details where you’ve provided these to make a payment
- Any queries or requests you’ve submitted to us
- Any other personal information you’ve provided to us
How we use your personal data
We’ll use your personal information in the following ways:
- Provide you with the services and/or products or information you have requested
- Keep a record of your relationship with us
- Register a warranty for you
- Contact you when an annual service is due (if applicable) as this means you will maintain your boiler’s warranty
- Respond to any complaints or queries you get in touch with us about
- Better understand how to improve the services we provide by analysing data and conducting market research
- Send correspondence to you (such as answering questions via email)
- Display content that is suitable for the device you’re viewing our website on (such as a smartphone, tablet or PC)
- Protect our staff
- Practice due diligence
- Process your job application (again, if applicable)
- Conduct training and/or quality control via our systems
- Audit and administration of our accounts
- To meet legal obligations, such as fulfilling a contract with you, or our obligations to regulators, government and/or bodies of law enforcement
- Establish, enforce or defend legal claims
How we protect your information
We ensure that the appropriate technical and organisation safeguards are in place in order to protect your personal data. This includes using a secure network.
Sharing your information with other organisations
- Boiler manufacturers (to register warranties)
- Marketing agencies performing services on our behalf
- IT service providers
- Analytics and search engine providers
Please note that we do reserve the right to disclose your information to third parties under the following conditions:
- We sell or buy any business assets and disclose your personal information to a prospective buyer or seller of these assets
- All of our assets are acquired by a third party – your personal information may be included in those assets
Keeping your information updated
We may from time-to-time use information from external sources to keep our records updated. This includes sources such as the public electoral roll, and the post official national change of address database. We’ll only use sources we’re confident that you’re aware of and where you are fully informed of how your information may be accessed and used.
This helps us to ensure we never store duplicate records or preferences that are out-of-date – and also helps make sure we don’t contact you against your wishes (when you’ve explicitly asked us not to).
We want to give you full control of your data, and you may feel free to opt out from this activity at any time. To find out more, just contact Monica Carmichael via email@example.com or call us on 0131 336 4466.
If you wish to let us know of a change in your contact details, similarly just get in touch via the phone number or email address above. We will update our records accordingly and appreciate you informing us of any changes.
How long we keep hold of your data
Superwarm has specific guidelines in place to determine how long we keep hold of your personal data. These are determined by both legal and operational considerations. As an example, we’re required to keep some of your information for tax purposes.
According to UK data protection law, you have rights over any personal information that is held about you. We’ve broken these down for you below:
The right to access your personal information
It’s your right to request access to any personal data we hold about you. It’s also your right to request a copy of that information from us – which we will provide to you unless legal exceptions dictate otherwise.
If you wish to access your information, you may send a written request to Monica Carmichael at Superwarm Services, 3 Hillpark Rise, Edinburgh, EH4 7BB. Alternatively, you can email firstname.lastname@example.org.
The right to have incorrect personal information corrected
It’s your right to get any inaccurate or incomplete information we hold about you amended. If you think the information we hold about you might be wrong or incomplete, just provide us with the details (using the details mentioned above) and we’ll investigate and correct any inaccurate information.
The right to restrict use of your personal information
It’s your right to ask us to restrict the processing of some or all of your personal information if:
- Some information we hold about you is incorrect
- We’re not legally allowed to use it
- You require us to retain your information in order to establish, exercise or defend a legal claim
- You believe your right to privacy outweighs our interests to use your information for a specific purpose and you object to this
The right to be forgotten
It’s your right to request that we delete some or all of your personal information from our system. We will carry out this request as long as there are no legal exceptions preventing us from doing so.
The right for your personal information to be portable
If we’re processing your personal information by automated means (either to carry out a contract with you or having received your consent to do so) it’s your right to request we provide you or another service provider with that information in a machine-readable format.
The right to object to the use of your personal information
If we happen to be processing your personal information based on our own interests or for research or statistics, you have the right to object to your information being used in this way.
If we’re processing your information for the purposes of direct marketing, and you decide to object, we’ll stop processing your information as soon as possible.
You can exercise any of the above rights at any time. To do so, please contact Monica Carmichael of Superwarm Services, 3 Hillpark Rise, Edinburgh, EH4 7BB. Alternatively, you can email email@example.com.
It’s possible we may need to request further information and/or proof of your identity. However, all requests will be responded to within one month – unless we contact you to state otherwise.
Please bear in mind that exceptions will apply to several of the above rights, and not all rights will be applicable in all circumstances. For more details, it’s recommended that you check the guidance outlined on the UK Information Commissioner’s Office (ICO) website.
Cookies are basically little text files placed on your computer by the websites you visit, and are essential to ensure a website is functioning optimally. Often they contain a unique number which can recognise your computer when you return to a website you’ve been to before.
They also collect statistics to ensure maximum site functionality, along with monitoring how well our ads performing.
Third party cookies set by Superwarm:
This is the third party provider we use to send out emails. It gathers statistics about open and click-rates using industry standard technologies. This helps us to keep track of and improve our emails for future.
We use Google Analytics to measure how people are using our website via cookies. This information then helps us improve our website for visitors. We may also use it to measure how effective our ads are, and allow relevant ads to be shown to people who have shown interest in specific sections of our website – or to exclude them from specific ad campaigns that won’t interest them.
There’s also a Google Analytics opt-out browser add-on which is available to install by clicking through to this external link. Installing this add-on will stop the transmission of information generated by cookies regarding your use of any website and of your IP address to Google.
HotJar is a popular analytics tool that shows us how visitors are using our website and which areas are most frequented by displaying what’s known as heatmaps. We also receive feedback via surveys this way, allowing us to improve your experience on our website and that you always find the information you need.
Please bear in mind that we may use additional cookies from third-party or analytics partners from time-to-time over the short-term to improve the effectiveness of our ads.
Disable cookies on browsers
If you want to disable cookies on your web browser (such as Google Chrome, Mozilla Firefox, Safari or Internet Explorer), just click the ‘Help’ menu in the toolbar. This should guide you on how to change the settings on your browser, and how to disable cookies completely. For more guidance, click this link to AllAboutCookies.org (external link).
Changes to this policy
If you would like to get in touch with us for any reason (whether to ask a question, leave a comment, suggest a change or make a complaint) please contact us via firstname.lastname@example.org or give us a call on 0131 336 4466.
You can also reach us by post:
3 Hillpark Rise,