Privacy Policy

F&P Plumbing & Heating Ltd (“F&P”, “we”, “us” or “our”) provides boiler cover and heating protection services. This Privacy Policy explains how we collect, use, store and share personal information when you use our website, request an offer, purchase or manage cover, contact us, or otherwise use our services.

F&P Plumbing & Heating Ltd is responsible for the personal information described in this policy.

1. Information We Collect

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

Information you provide directly:

• your name;
• email address;
• telephone number;
• property and service address;
• billing address;
• information about your boiler, heating system, fuel type and property;
• cover-plan and add-on selections;
• messages, enquiries and information you provide to our team;
• account information where you create or use a My F&P Account.

When you purchase or hold cover, we may also process:

• subscription and billing information;
• payment status and transaction information;
• cover status;
• inspection, servicing, repair, callout and appointment information;
• records relating to the administration of your cover.

Payment-card details are processed securely by Stripe. F&P does not store your full payment-card details on its own systems.

Information collected when you use our website may include:

• IP address;
• browser and device information;
• pages viewed and actions taken;
• anonymous visitor and session identifiers;
• referral source and advertising attribution information;
• cookie and consent preferences;
• information generated through permitted analytics and advertising technologies.

2. How We Use Your Information

We may use personal information to:

• provide, administer and manage your boiler-cover plan;
• assess and approve your cover application;
• arrange boiler checks, servicing, repairs, callouts and engineer visits;
• process and administer subscriptions and payments;
• create and manage your My F&P Account;
• respond to enquiries and provide customer support;
• send important service and account communications;
• maintain appropriate business, financial and service records;
• protect our website, customers and business against misuse, fraud and security threats;
• understand how our website and services are being used;
• measure the effectiveness of our advertising where the relevant consent has been provided;
• provide an offer or discount that you have specifically requested.

3. Our Lawful Bases for Processing

UK data-protection law requires us to have an appropriate lawful basis when we process personal information. Depending on the purpose, we may rely on:

Contract

We process information where it is necessary to take steps at your request before entering into a contract with you, or to perform and administer our contract with you. This includes processing needed to establish and manage your cover, take payments, arrange appointments and provide covered services.

Legal obligation

We may process and retain information where necessary to comply with legal, regulatory, tax, accounting or other obligations that apply to us.

Legitimate interests

We may process information where this is necessary for our legitimate business interests and those interests are not overridden by your rights and interests. These interests may include administering and improving our services, maintaining appropriate business records, protecting our systems and customers, preventing fraud and misuse, and understanding the performance of our business and marketing using appropriate first-party information.

Consent

Where required, we rely on your consent for optional processing such as certain analytics and advertising technologies. You can withdraw this consent at any time through Cookie Settings.

Where you specifically request an offer by providing your email address, we use that information to deliver the requested offer and the limited follow-up communications clearly described when you submit your email.

4. Service Communications and Offer Communications

Service communications

If you purchase or hold cover, we need to send communications that are necessary to administer the service. These may include:

• application or purchase confirmations;
• inspection and appointment information;
• cover approval or activation information;
• payment confirmations or payment-failure notices;
• servicing reminders;
• cancellation or account-management communications.

These are service communications rather than general promotional marketing.

Offer communications

If you enter your email address specifically to request the F&P 25% offer, we will send:

• the requested discount code; and
• up to two follow-up reminders relating to that specific offer if you have not purchased cover.

Requesting the discount does not automatically enrol you into unrelated or indefinite F&P marketing.

You can unsubscribe from the remaining offer reminders at any time using the unsubscribe link in those emails.

5. Website Analytics and Advertising

We use a consent-management system to control optional analytics and advertising technologies.

Google Tag Manager

Google Tag Manager is used to manage website tags and apply the consent choices made through our cookie-consent system.

Google Analytics 4

Where you grant analytics consent, Google Analytics 4 may process information about how you use our website, such as pages viewed, interactions, device information and approximate location information. We use this to understand and improve website performance.

Meta Pixel

Where you grant marketing consent, the Meta Pixel may be loaded through Google Tag Manager to measure advertising performance and website conversions relating to advertising on Meta platforms such as Facebook and Instagram.

The Meta Pixel may use browser identifiers such as _fbp and _fbc.

Meta Conversions API

We also use Meta’s server-side Conversions API to help measure relevant conversion events.

Where marketing consent has been granted, conversion information sent to Meta may include securely hashed identifiers to improve event matching. Hashing transforms information such as an email address into a coded value before it is transmitted for matching.

We do not send raw payment-card information through the Meta Conversions API.

Our implementation is designed so that identifiable matching information is not sent through this mechanism where the relevant marketing consent has not been granted.

First-party analytics and attribution

We also operate first-party measurement and attribution within our own application. This helps us understand matters such as which marketing source, campaign or advertisement led to website activity, enquiries or purchases.

We use anonymous visitor/session identifiers for this website attribution rather than placing names or email addresses into third-party analytics tools.

We do not put customers’ raw email addresses or telephone numbers into Google Analytics.

6. Cookies and Similar Technologies

We use cookies, local storage and similar technologies for necessary website functionality and, where you consent, analytics and advertising.

Optional analytics and marketing technologies are controlled through our cookie-consent system.

You can review or change your choices at any time using the “Cookie settings” link in the website footer.

Please see our Cookie Policy for further information.

7. Service Providers

We use trusted third-party providers to help operate our website and services. These currently include:

• Stripe — payment processing, subscription billing and customer billing management.
• Resend — delivery of transactional and requested offer-related emails.
• Base44 — hosting and application infrastructure for the website, customer portal, administration systems and associated application data.
• Google — Google Tag Manager and, where permitted by consent, Google Analytics 4.
• Meta — advertising measurement through the Meta Pixel and Meta Conversions API where applicable.

These organisations may act as processors, independent controllers or in another data-protection capacity depending on the service involved.

We do not sell your personal information.

8. Data Storage, Security and Retention

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.

No internet-connected system can be guaranteed to be completely secure.

We retain information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting, tax, contractual, dispute-resolution and record-keeping requirements.

Different types of information may therefore be retained for different periods.

When information is no longer required, we will delete or anonymise it where appropriate.

9. International Processing

Some of the service providers we use may process personal information outside the United Kingdom.

Where UK data-protection law requires safeguards for an international transfer, we take appropriate steps to ensure that an applicable lawful transfer mechanism or safeguard is used.

You can contact us if you would like further information about the safeguards relevant to your personal information.

10. Your Data-Protection Rights

Depending on the circumstances and the lawful basis involved, you may have rights including:

• the right to access personal information we hold about you;
• the right to ask us to correct inaccurate or incomplete information;
• the right to request deletion in certain circumstances;
• the right to request restriction of processing in certain circumstances;
• the right to object to certain processing;
• the right to data portability in certain circumstances;
• the right to withdraw consent at any time where processing relies on consent.

Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.

You also have the right to complain to the UK Information Commissioner’s Office (ICO) if you are concerned about how your personal information has been handled.

We would welcome the opportunity to address your concern first, so you may wish to contact us using the details below.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology or legal obligations.

The current version will be published on this page with the “Last updated” date shown above.

12. Contact Us

For questions about this Privacy Policy or to exercise a data-protection right, contact:

F&P Plumbing & Heating Ltd

Industrial Estate, Unit 16 Long Lane

Halesowen

B62 9LD

Email: info@fandpplumbing.co.uk

Phone: 0121 330 0323

Company number: 08478302