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Data privacy notice (GDPR compliant)


PGS Services Limited ("We") are committed to protecting and respecting your privacy. This policy (together with our terms of use and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

The rules on processing of personal data are set out in the General Data Protection Regulation (the "GDPR").

1. Definitions

Data controller - A controller determines the purposes and means of processing personal data.

Data processor - A processor is responsible for processing personal data on behalf of a controller.

Data subject - Natural person

Categories of data: Personal data and special categories of personal data

Personal data - The GDPR applies to 'personal data' meaning any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier (as explained in Article 6 of GDPR). For example name, passport number, home address or private email address. Online identifiers include IP addresses and cookies.

Special categories personal data - The GDPR refers to sensitive personal data as 'special categories of personal data' (as explained in Article 9 of GDPR). The special categories specifically include genetic data, and biometric data where processed to uniquely identify an individual. Other examples include racial and ethnic origin, sexual orientation, health data, trade union membership, political opinions, religious or philosophical beliefs.

Processing - means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

Third party - means a natural or legal person, public authority, agency or body other than the data subject, controller, processor and persons who, under the direct authority of the controller or processor, are authorised to process personal data.

2. Who are we?

PGS Services Limited is the data controller. This means we decide how your personal data is processed and for what purposes. Our contact details are: Address: Unit 107, 61 Victoria Road, Surbiton, Surrey KT6 4JX Email: Phone: 0203 674 1686. For all data matters contact us on

3. The purpose of processing your personal data

We use your personal data for the following purposes:

create database records on our system (customer file, property file, job file, invoices) so we can administer the requested service.

share job and contact details with the trade partners so they can attend to the job and communicate with customers

communicate with customers about service related matters

request payments via email, generate and send invoices, generate and send invoice reminders

send service reminders (i.e. annual boiler service reminder)

4. The categories of personal data concerned

With reference to the categories of personal data described in the definitions section, we process the following categories of your personal data:

Identity dataNameAddress

Contact dataEmail addressPhone number

Transaction datadetails about payments made by you to us and the services provideddetails about payments made by us to you in the event of refund or other payment

Financial datain the event of refunds or other payments by us to you we may request your bank account number and sort code

Profile datayour username and password for gaining access to the customer portal we provideyour preferences in relation to communication with youyour login and usage activityyour feedback data if you provide feedback

Usage datainformation about how you use our service and your purchase history

Technical dataInternet protocol (IP) address used to connect your computer to the Internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and platforminformation about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

Marketing datayour preferences in receiving marketing communications from us and third parties

We have obtained your personal data from information that you provide to us on the telephone, via email, through forms on our website and through the web chat tool on our website. We may obtain your personal data when it is passed to us by a third party whom you may contact in relation to your request for provision of a service (i.e you may contact a boiler manufacturer about installation of their product and they then pass your details on to us). We also obtain anonymised technical data from third parties such as Google adwords and Google analytics.

6. Sharing your personal data

Your personal data will be treated as strictly confidential, and will be shared only with:

PGS office staff (employed, freelance or worker) - as is necessary to communicate with customers and administrate jobs.

Registered PGS trade partners - view only access only to those job files to which they have been assigned to carry out the work.

Payment processing gateway (SagePay at time of writing) - during the payment process the customer's name, billing address and email address is passed to the gateway to be used to process card payments. Customers enter card details directly with the gateway, card details are secured by the gateway itself and are not available to PGS staff.

Suppliers - occasionally it will be necessary to arrange for a third party supplier to deliver materials directly to a customer address or to carry out services at a customer address.

HM Courts and Tribunal Service - in the event of non payment of an invoice we will initiate an online money claim using the customer's name and address.

Gas Safe Register and other regulatory bodies - on completion of certain types of work we are required to submit a notification to a regulator or governing organisation. Such submissions may include personal data including name, address, telephone number and email address, as well as details of work carried out.

Parts manufacturers - in order to register warranties or carry out assessments it may be necessary to share personal data with parts manufacturers which may include name, address, telephone number and email address.

We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

Analytics and search engine providers that assist us in the improvement and optimisation of our site.

If PGS Services Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.

7. How long do we keep your personal data?

We keep your personal data for no longer than reasonably necessary for a period of 8 years from the date of the last job we carried out or from the date of the last invoice generated (whichever is the later) in case of any legal issues arising from work carried out and for financial record keeping purposes. We also retain job information for customers because they require information for reasons such as to satisfy a request from a property purchasing party or for a warranty claim.

8. Providing us with your personal data

You are under no statutory or contractual requirement or obligation to provide us with the personal data that we usually request but failure to do so will likely result in us being unable to carry out any services or enter into an agreement to carry out any services.

9. Your rights and your personal data

Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data:

The right to request a copy of the personal data which we hold about you;

The right to request that we correct any personal data if it is found to be inaccurate or out of date;

The right to request your personal data is erased where it is no longer necessary to retain such data;

The right to request that we provide you with your personal data and where possible, to transmit that data directly to another data controller, (known as the right to data portability), (where applicable i.e. where the processing is based on consent or is necessary for the performance of a contract with the data subject and where the data controller processes the data by automated means);

The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing;

The right to object to the processing of personal data, (where applicable i.e. where processing is based on legitimate interests (or the performance of a task in the public interest/exercise of official authority); direct marketing and processing for the purposes of scientific/historical research and statistics).

10. Transfer of Data Abroad

The data that we collect from you may be electronically transferred to, and electronically stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of the services we provide to you, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

11. Automated Decision Making

We use automation for many of our financial and accounting processes including invoicing and payment reminders which invoices automated changes to our database records and the sending of emails. We have automated systems that generate invoices, sort batches, apply payments and send out invoices and reminder letters. Decisions of serious consequence (i.e. proceeding to a court claim over an unpaid amount) are always taken by a human. We are happy to discuss our use of automation with customers and exclude them if requested and deemed necessary.

12. Further processing

If we wish to use your personal data for a new purpose, not covered by this Data Privacy Notice, then we will provide you with a new notice explaining this new use prior to commencing the processing and setting out the relevant purposes and processing conditions.

13. Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.

14. How to make a complaint

To exercise all relevant rights, queries or complaints please in the first instance contact us. Unit 107, 61 Victoria Road, Surbiton, Surrey KT6 4JX Email: Phone: 0203 674 1686.

If this does not resolve your complaint to your satisfaction, you have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email or at the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England.