Privacy Policy

1. Introduction

Drainage Protection Line Ltd ("we", "us", "our") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our drainage maintenance service contract and website.

We are the data controller for the purposes of UK data protection law. Our registered office is: 71-75 Shelton Street, London, WC2H 9JQ. We are registered in England & Wales; ICO Registration number ZB973229.

2. Information We Collect

We collect the following types of personal information:

Information you provide directly:

• Name, email address, phone number
• Property address and postcode
• Property type (residential/commercial)
• Payment information (processed by third-party payment providers)
• Service enquiry details and maintenance history
• Communications with our customer service team

Information collected automatically:

• Website usage data (pages visited, time spent, browser type)
• IP address and device information
• Cookies and similar tracking technologies (see Cookie Policy)

3. How We Use Your Information

We use your personal data for the following purposes:

• Service Delivery: To provide drainage maintenance services, schedule engineer visits, and manage your service contract
• Payment Processing: To process payments via our secure payment partners (BACS, Visa, Mastercard, Direct Debit)
• Customer Support: To respond to enquiries, resolve complaints, and provide assistance
• Communication: To send service updates, appointment reminders, and important account information
• Legal Obligations: To comply with legal requirements and enforce our terms
• Business Improvement: To analyze service performance and improve our offerings

4. Third-Party Marketing & Lead Generation

Legal Basis: We process data from third-party sources under our legitimate business interests to grow our customer base, with appropriate safeguards in place. All third-party partners must confirm they have obtained proper consent or have a lawful basis to share your data with us.

5. Who We Share Your Data With

We may share your personal data with the following third parties:

• Payment Processors: Our regulated Direct Debit provider, card payment gateways and BACS bureau. Your bank account details for Direct Debit are entered on the provider's secure hosted mandate page and are not collected or stored on this website
• Service Engineers: Our network of drainage engineers who fulfill service visits
• Marketing Partners: Authorized third-party lead generation and marketing companies (with appropriate agreements)
• IT Service Providers: Companies that provide website hosting, CRM systems, and data storage
• Legal & Regulatory: Law enforcement, regulators, or courts when required by law
• Business Transfers: In the event of a merger, acquisition, or sale of business assets

We never sell your personal data to third parties for their own marketing purposes.

6. Data Retention

We retain your personal data for as long as necessary to fulfill the purposes outlined in this policy:

• Active Customers: For the duration of your service contract plus 6 years (for legal and warranty purposes)
• Enquiries (not converted): Up to 2 years for follow-up opportunities
• Financial Records: 7 years to comply with UK tax and accounting regulations
• Marketing Data: Until you opt-out or request deletion

7. Your Rights Under UK GDPR

You have the following rights regarding your personal data:

• Right to Access: Request a copy of the personal data we hold about you
• Right to Rectification: Correct inaccurate or incomplete data
• Right to Erasure: Request deletion of your data (subject to legal obligations)
• Right to Restrict Processing: Limit how we use your data in certain circumstances
• Right to Data Portability: Receive your data in a structured, machine-readable format
• Right to Object: Object to processing based on legitimate interests or for marketing purposes
• Right to Withdraw Consent: Where processing is based on consent, you can withdraw it at any time

To exercise any of these rights, contact us at: info@drainageprotectionline.co.uk or call 0800 949 6479. We will respond within one month.

8. Marketing Communications

We may send you marketing communications about our services, special offers, and promotions. You can opt-out at any time by:

• Clicking "unsubscribe" in any marketing email
• Contacting us at info@drainageprotectionline.co.uk
• Calling 0800 949 6479

Note: You will continue to receive essential service-related communications (e.g., appointment confirmations, contract renewals) even if you opt-out of marketing.

9. Data Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, loss, or misuse. This includes:

• SSL/TLS encryption for data transmission
• Secure, password-protected databases
• Regular security audits and updates
• Staff training on data protection
• Restricted access to personal data on a need-to-know basis

10. International Transfers

Your data is stored and processed within the United Kingdom. If we need to transfer data outside the UK (e.g., to service providers), we ensure appropriate safeguards are in place, such as Standard Contractual Clauses.

11. Children's Privacy

Our services are not directed at individuals under 18 years old. We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact us immediately.

12. Cookies & Tracking

We use cookies and similar technologies to improve website functionality and analyze usage. For full details, please see our Cookie Notice. You can manage your cookie preferences at any time using the cookie controls on this site or through your browser settings.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Significant changes will be communicated via email or a prominent notice on our website. The "Last Updated" date at the bottom indicates when changes were made.

14. Complaints & Regulator

If you are unhappy with how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

Website: ico.org.uk
Phone: 0303 123 1113
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

15. Contact Us

For any questions about this Privacy Policy or to exercise your data rights, contact us:

Drainage Protection Line Ltd

Email: info@drainageprotectionline.co.uk

Phone: 0800 949 6479

Address: 71-75 Shelton Street, London, WC2H 9JQ