Privacy Policy

1. Introduction

This Privacy Policy explains how My Trusted Builder Ltd (trading as Chiswick Emergency Repairs), collects, uses, and protects your personal data. We are committed to respecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For the purposes of data protection law, we are the data controller of your personal data. If you have any questions about this Privacy Policy or how we handle your personal data, please contact us at[email protected].

2. Information We Collect

We collect the following types of personal data:

2.1 Information You Provide to Us

• Contact Information: Name, telephone number, email address, and property address when you submit an enquiry via our website, contact us by phone, or email us.
• Service-Related Information: Details about the emergency repair service you require, description of the problem, preferred contact times, and any special access instructions.
• Payment Information: If you become a customer, we may collect billing information. We do not store credit card details on our systems.

2.2 Information Collected Automatically

• Technical Data: IP address, browser type and version, time zone setting, browser plug-in types, operating system, and device information when you visit our website.
• Usage Data: Information about how you use our website, including pages viewed, time spent on pages, and navigation patterns (collected via cookies — see our Cookie Policy).

2.3 Call Recording

Telephone calls to our emergency line may be recorded for quality assurance, training purposes, and to maintain an accurate record of your enquiry. We will inform you when a call is being recorded. Recordings are stored securely and retained for a maximum of 12 months unless required for legal or insurance purposes.

3. How We Use Your Information

We use your personal data for the following purposes:

• To respond to your enquiries: Processing your requests for emergency repair services, providing quotes, and scheduling appointments.
• To perform our contract: Where you engage us for services, we process your data to fulfil our contractual obligations, including invoicing and service delivery.
• Legitimate interests: We may use your data for legitimate business purposes such as improving our services, preventing fraud, and maintaining internal records.
• Marketing communications: Only with your explicit consent, we may send you information about our services, promotions, or relevant updates. You can withdraw consent at any time.
• Legal compliance: Where required by law, regulation, or legal process, including compliance with insurance claim procedures.

4. Legal Basis for Processing (UK GDPR)

Our legal basis for processing your personal data includes:

• Consent: Where you have given clear consent for us to process your data for a specific purpose (e.g., marketing emails).
• Contract: Where processing is necessary to perform a contract with you or to take steps at your request before entering a contract.
• Legal obligation: Where we must comply with legal or regulatory requirements.
• Legitimate interests: Where processing is necessary for our legitimate interests, provided your rights do not override those interests.

5. Data Retention

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

• Enquiry data: Up to 3 years from your last contact with us, unless you become a customer.
• Customer data: For the duration of our business relationship plus 7 years for tax and legal compliance purposes.
• Call recordings: Maximum 12 months, unless required for legal or insurance claim purposes.
• Marketing data: Until you withdraw consent or unsubscribe.

6. Sharing Your Information with Third Parties

We do not sell, rent, or trade your personal data. We may share your data with the following categories of third parties:

• Subcontractors: Specialist tradespeople who assist us in delivering services (e.g., electricians, plumbers).
• Insurance companies: Where work is carried out as part of an insurance claim, we may need to share information with your insurer or loss adjuster.
• IT service providers: Companies that provide hosting, CRM, email delivery, and data storage services on our behalf.
• Professional advisers: Lawyers, accountants, and auditors.
• Regulatory authorities: Where required by law or to protect our legal rights.

All third parties are required to maintain appropriate security measures and are prohibited from using your data for their own purposes.

7. Your Rights

Under the UK GDPR, you have the following rights:

• Right of access: Request a copy of the personal data we hold about you.
• Right to rectification: Request correction of inaccurate or incomplete data.
• Right to erasure: Request deletion of your data in certain circumstances.
• Right to restrict processing: Request limitation of how we use your data.
• Right to data portability: Request transfer of your data to another service provider.
• Right to object: Object to processing based on legitimate interests or direct marketing.
• Right to withdraw consent: Withdraw previously given consent at any time.

To exercise any of these rights, please contact us at[email protected]. We will respond within 30 days.

You also have the right to lodge a complaint with theInformation Commissioner's Office (ICO), the UK supervisory authority for data protection.

8. Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These include:

• Secure servers and encrypted connections (HTTPS/SSL) for our website.
• Access controls limiting data access to authorised personnel only.
• Regular security reviews and staff training on data protection.
• Secure disposal of data when no longer required.

9. Cookies

Our website uses cookies to enhance functionality and analyse site usage. For detailed information about the cookies we use and how to manage them, please see our separateCookie Policy.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. Any changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically.

11. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us: