Privacy & Cookie Policy

Last updated: 14 August 2026

This policy explains how we collect, use and protect your personal information when you contact us, request a quote, send us photographs of a plumbing issue, or use our website. It also sets out your rights over that information and how to exercise them.

We are committed to handling your data lawfully, transparently and only for as long as we genuinely need it.

Who we are

IMPECC LTD, trading as Impeccable Plumbers, is the data controller responsible for your personal information.

• Company number: 13326328 (registered in England and Wales)
• Registered address: Suite 9, Lonsdale Gate, Lonsdale Gardens, Tunbridge Wells, Kent, England, TN1 1NU
• Email: hello@impecc.uk
• Telephone: 0800 772 0550
• Office hours: Monday to Sunday, 8am to 6pm
• ICO registration number: [ICO NUMBER]

If you have any question about this policy or about how we handle your data, contact us using the details above.

What information we collect

Information you give us directly

When you request a quote, book a job, or get in touch by phone, email or our enquiry form, we may collect:

• Your name
• Email address
• Telephone number
• The address where work is to be carried out
• The subject and content of your message
• Details of the plumbing issue or work required

Photographs you send for a free assessment

We offer free online picture assessments. If you send us photographs of a plumbing issue, we collect those images and use them solely to assess the problem and give you guidance or a price.

Photographs may contain more than the pipework — the interior of your property, personal belongings, or location data embedded in the image file by your phone. Please only send what is needed to show the issue. We do not extract or use location data from your images, and we delete assessment photographs once the enquiry is closed or the job is complete, unless we need to retain them as a record of work carried out.

Information from commercial clients

If you are a business customer, we may also collect the name and contact details of your site or facilities contact, site access details, and information needed to produce Risk Assessments and Method Statements (RAMS) or other compliance documentation.

Information we collect automatically

When you visit our website, we may collect:

• IP address and approximate location
• Browser type and device information
• Pages visited, time spent on the site, and how you arrived
• Cookie data (see the Cookies section below)

Information from third parties

If you contact us through a review platform, trade directory or lead generation service, we may receive your contact details and a description of the job from them.

We do not knowingly collect information from anyone under 18.

How we use your information and our lawful basis

Under UK GDPR we must have a lawful basis for processing your data. Ours are set out below.

To respond to your enquiry, assess photographs and provide a quoteLawful basis: steps taken at your request prior to entering a contract, and our legitimate interests in responding to enquiries.

To carry out work and manage the jobLawful basis: performance of a contract.We use your details to arrange access, complete the work, invoice you, and handle any follow-up, warranty or aftercare matter.

To respond to emergency call-outsLawful basis: performance of a contract, and in some cases protection of vital interests where there is a risk to safety or property.

To produce compliance documentation for commercial clientsLawful basis: performance of a contract, and legal obligation under health and safety legislation.

To keep records we are legally required to keepLawful basis: legal obligation.This includes accounting and tax records, and any safety or compliance documentation required for the work carried out.

To improve our website and servicesLawful basis: legitimate interests.We review aggregated website usage to understand what visitors need and improve the site. This does not identify you individually.

To send you marketing, where you have asked for itLawful basis: consent.We only send marketing where you have opted in, and you can withdraw at any time.

We do not sell your personal information to anyone, and we do not use it for automated decision-making or profiling.

Who we share your information with

We share your information only where necessary, and only with organisations required to keep it secure. This may include:

• Plumbers and subcontractors attending your property to carry out the work
• Payment providers processing invoices and payments
• Accountants and bookkeepers maintaining our financial records
• IT, hosting and website providers, including Webflow, which hosts our website and processes enquiry form submissions
• Regulatory and certification bodies where we are required to record or report work

We may also disclose information where legally obliged to do so, or where necessary to establish, exercise or defend a legal claim.

Some of our service providers are based outside the UK, including our website host. Where personal data is transferred internationally, we rely on appropriate safeguards such as UK adequacy regulations or an International Data Transfer Agreement.

How long we keep your information

We keep personal information only for as long as we need it.

InformationRetention periodEnquiries that do not become jobsUp to 12 monthsAssessment photographsDeleted once the enquiry is closed or the job is completeCustomer and job records6 years after the end of our relationshipFinancial and tax records6 years, as required by HMRCHealth and safety and compliance recordsAs required by the relevant regulationsMarketing consent recordsUntil consent is withdrawn, plus a short period to evidence the withdrawal

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

How we protect your information

We use appropriate technical and organisational measures to keep your data secure, including encrypted connections on our website, restricted access to customer records and photographs, and secure disposal of information we no longer need.

No method of transmission over the internet is completely secure, but we take reasonable steps to protect your information and to act quickly if a problem arises. Where a data breach is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner's Office and, where required, you.

Cookies

Cookies are small files stored on your device that help a website function and help us understand how it is being used.

Essential cookies are necessary for the site to work — for example, to keep the site secure and to allow the enquiry form to submit. These cannot be switched off.

Analytics cookies help us understand how visitors use the site so we can improve it. These are only set if you agree.

Marketing cookies may be used to measure the effectiveness of our advertising. These are only set if you agree.

You can change or withdraw your cookie preferences at any time using the cookie settings on our website, and you can block or delete cookies through your browser settings. Blocking essential cookies may affect how parts of the site work.

Your rights

Under UK data protection law you have the right to:

• Access the personal information we hold about you
• Rectify information that is inaccurate or incomplete
• Erase your information, where there is no ongoing reason for us to keep it
• Restrict how we process your information in certain circumstances
• Object to processing based on our legitimate interests
• Data portability — receive your data in a transferable format
• Withdraw consent at any time, where consent is our basis for processing

To exercise any of these rights, email hello@impecc.uk or call 0800 772 0550. We will respond within one month, and there is normally no charge.

If you are unhappy with how we have handled your information, please tell us first so we have the chance to put it right. You also have the right to complain to the Information Commissioner's Office:

Information Commissioner's OfficeWycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AFHelpline: 0303 123 1113Website: ico.org.uk

Links to other websites

Our website may link to other sites. This policy applies only to our website, and we are not responsible for the privacy practices of any third party. We recommend reading the privacy policy of any site you visit.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in the law. Any changes will be posted on this page with a revised date at the top. We encourage you to review it periodically.

Contact us

If you have any questions about this policy or about how we handle your personal information:

IMPECC LTD, trading as Impeccable PlumbersSuite 9, Lonsdale Gate, Lonsdale Gardens, Tunbridge Wells, Kent, England, TN1 1NU

Email: hello@impecc.ukTelephone: 0800 772 0550Office hours: Monday to Sunday, 8am to 6pm

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