Privacy Policy
Who are we? Charles Bickham T/A Charles Bickham Plumbing & Heating is the data controller for your personal information. Our registered address is 3 Westfield Close, Five Ashes, Mayfield, TN20 6LA.
If you have questions about your personal information, please contact us:
- Email: info@charlesbickham.com
- Telephone: 01435 810 473 or 07742 040 078
- Post: 3 Westfield Close, Five Ashes, Mayfield, TN20 6LA
Why do we collect and use your personal information? We collect and use your personal information to provide you with our repair, maintenance, and installation services. We may also use your personal information to send marketing communications about similar products and services by email. Each marketing email will include an unsubscribe link, and you can object to receiving marketing at any time.
What is our lawful basis for handling your personal information? Under UK GDPR, the lawful bases we rely on are:
- Contract – to deliver our services and fulfil our agreement with you.
- Legal obligation – where required by law (e.g. reporting to regulators).
- Legitimate interests – to send marketing about similar services, to work with professional service providers, or in the event of a merger or acquisition.
We rely on the “soft opt-in” for email marketing to existing customers, in line with PECR.
What happens if I do not provide my personal information? If you do not provide the personal information we request, we may not be able to provide our services to you.
Who will we share your personal information with? We may share your information with:
- Finance lenders/brokers (for finance applications via TradeHelp)
- Law enforcement agencies and regulators (e.g. FCA, HMRC) where required
- Professional advisers (lawyers, accountants, compliance consultants) under confidentiality agreements
- Successor organisations if we are involved in a merger or acquisition
How long will we store your personal information?
- We will retain your information for up to six years from the date we stop providing services to you.
- If you consent to marketing, we will retain your data until you withdraw consent or unsubscribe.
What are your rights under UK GDPR? You have the right to access your data, correct inaccuracies, request deletion (after services end), restrict processing, object to processing, and data portability. We will respond to all rights requests within one month.
How do I complain? Contact us directly using the details above, or contact the Information Commissioner’s Office (ICO):
- Online: https://ico.org.uk/concerns/
- Phone: 0303 123 1113
Cookie Policy
Our website uses cookies to provide a better user experience. Cookies are small text files placed on your machine to help the site retain user preferences and provide anonymised tracking data to third-party applications like Google Analytics.
As a rule, cookies make your browsing experience better. However, you may prefer to disable cookies on this site and others. The most effective way to do this is to disable cookies in your browser or via the consent banner provided on our website.
The cookies in use on our site are primarily for Google Analytics, which helps us understand how visitors engage with our website. This data is statistical and does not identify any individual.
Complaints Policy
Your views are important to us. If we fail to meet the high standards you expect, we want to know so we can investigate and improve our service.
How we handle complaints
Step 1: Getting in touch If you wish to make a complaint, please contact us with your full name, address, telephone number, and a description of the issue:
- Post: 3 Westfield Close, Five Ashes, Mayfield, TN20 6LA
- Telephone: 01435 810 473
- Email: info@charlesbickham.com
Step 2: Acknowledgement and resolution We aim to resolve complaints straight away. If we cannot, we will write to you within three business days to explain why, who is dealing with your complaint, and when we will contact you again.
If we cannot agree a solution within eight weeks, we will send a letter explaining the delay or issue our final decision letter explaining our position.
Step 3: For complaints relating to products purchased via finance If you are not satisfied with the outcome regarding a product purchased via finance, you have the right to refer your complaint to the credit provider and/or the Financial Ombudsman Service.
If you have an issue with a product purchased via finance, you may also contact TradeHelp Ltd:
- Address: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
- Telephone: 01978 666887
- Email: info@tradehelp.co.uk
Financial Ombudsman Service If you are not satisfied with the lender’s response regarding a finance agreement, you must contact the Ombudsman within six months of the date of the final response letter:
Web: www.financial-ombudsman.org.uk
Address: Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123