Our Privacy Policy
PEdward Gas Ltd is committed to protecting and respecting your privacy. This policy explains how we collect, use, and protect your personal information when you use our services.
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Who We Are
PEdward Gas Ltd provides gas, heating, plumbing, repair, maintenance, and installation services.
You can contact us using the contact details provided on the home page of our website.
If you have any questions about this privacy policy or the personal information we hold about you, please contact us by email, telephone, or post using the contact details listed on our website.
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Why We Collect and Use Your Personal Information
We collect and use your personal information in order to:
• Provide repair, maintenance, and installation services
• Respond to enquiries and service requests
• Manage bookings, invoices, and customer records
• Communicate with you regarding your services
We may also send you marketing communications by email about similar services that may be of interest to you.
Every marketing email will include an unsubscribe link, and you can opt out of marketing communications at any time.
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Lawful Basis for Processing Personal Information
Under the UK GDPR, we rely on the following lawful bases for processing your personal information:
Contract
To provide services you have requested and fulfil our agreement with you.
Legal Obligation
Where processing is required to comply with legal or regulatory obligations.
Legitimate Interests
To operate and improve our business, including communicating with customers about similar services and working with professional advisers.
For email marketing to existing customers, we rely on the soft opt-in rule permitted under the Privacy and Electronic Communications Regulations.
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What Happens If You Do Not Provide Your Personal Information
If you do not provide the personal information we request, we may not be able to provide our services to you.
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Who We Share Your Personal Information With
We may share your personal information with trusted third parties where necessary, including:
• Finance lenders or brokers (for finance applications)
• Law enforcement agencies or regulators where required by law, including Financial Conduct Authority and HM Revenue & Customs
• Professional advisers such as lawyers, accountants, or compliance consultants
• A successor organisation if our business is sold, merged, or acquired
All third parties are required to respect the security of your personal information.
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How Long We Keep Your Personal Information
We will retain your personal information for:
• Up to six years after we stop providing services to you, for legal and record-keeping purposes.
• Marketing data will be kept until you unsubscribe or withdraw your consent.
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Your Data Protection Rights
Under the UK GDPR, you have the right to:
• Access the personal data we hold about you
• Request correction of inaccurate information
• Request deletion of your data where appropriate
• Restrict how your data is processed
• Object to the processing of your data
• Request a copy of your data in a portable format (such as Excel or Word)
• Withdraw consent for marketing communications at any time
We will respond to all requests within one month.
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Exercising Your Rights
If you wish to exercise any of your data protection rights, please contact PEdward Gas Ltd using the contact details listed on the home page of our website.
Our Complaints Policy
At PEdward Gas LTD, we are committed to providing high-quality gas, heating, and plumbing services. However, if something goes wrong or you are dissatisfied with any aspect of our work or service, we want to hear from you so we can resolve the issue as quickly and fairly as possible.
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Our Commitment
We aim to:
• Take all complaints seriously
• Respond promptly and professionally
• Investigate concerns thoroughly
• Resolve issues fairly and transparently
• Learn from feedback to improve our services
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How to Make a Complaint
If you wish to make a complaint about any of our services, please contact us using the details provided on the home page of our website.
You can contact us by:
• Email: e.paul8885@gmail.com
• Telephone:
• Post
When making a complaint, please provide as much information as possible, including:
• Your name and contact details
• The address where the work was carried out
• A description of the issue or concern
• Any relevant dates, invoices, or job references
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What Happens Next
Once we receive your complaint:
1. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
2. Investigation
We will investigate the matter, which may include reviewing records, speaking with staff, or arranging a site visit if necessary.
3. Response
We aim to provide a full response within 14 working days of receiving the complaint.
If the matter requires more time to investigate, we will inform you and provide an updated timeframe.
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Resolution
Where appropriate, we will aim to resolve complaints by:
• Providing a clear explanation of what happened
• Carrying out corrective work where necessary
• Offering an appropriate remedy where justified
Our goal is to reach a fair and reasonable outcome for all parties.
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Escalation
We aim to provide the highest level of service to all our customers. However, if you are not satisfied with any aspect of our service, we want to hear from you so that we can resolve the matter as quickly as possible.
Keeping You Informed
We will keep you informed of the progress of your complaint on a regular basis. If you would like an update at any time, please contact us and ask to speak with the person handling your complaint.
If we are unable to agree a resolution within eight weeks of receiving your complaint, we will either:
• Send you a letter explaining the reasons for the delay and when we expect to provide a final decision, or
• Issue a Final Response Letter explaining our final position.
If You Are Not Satisfied
If we do not issue a final response within eight weeks, or if you are not satisfied with the outcome or the progress of your complaint, you have the right to refer your complaint to the credit provider(s) and/or the Financial Ombudsman Service.
Although complaints are rare, we take every complaint seriously and aim to resolve issues fairly and promptly.
Finance Related Complaints
If your complaint relates to a product purchased via finance and we have been unable to resolve the issue, you may contact TradeHelp Ltd directly:
TradeHelp Ltd
Marchwiel Centre
Bryn Lane
Wrexham Industrial Estate
LL13 9UT
Telephone: 01978 666887
Email: info@tradehelp.co.uk
If your complaint relates specifically to the finance agreement, we may forward it to your credit provider. The credit provider will acknowledge your complaint, investigate it thoroughly, and provide a response within eight weeks.
Financial Ombudsman Service
If you are not satisfied with the response from the broker or lender regarding your finance agreement, you may refer the matter to the Financial Ombudsman Service.
You must contact them within six months of the date on the lender’s final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Further information can be found on their website:
www.financial-ombudsman.org.uk
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Continuous Improvement
All complaints are recorded and reviewed to help us improve our services and maintain the highest standards for our customers.
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