Privacy Policy

Compare Boiler Price is owned and operated by Help-Link UK LTD.

About this notice

Here at Help-Link UK we know how important it is to keep your personal data safe, that’s why we’re committed to making sure that you receive the service you’d expect and that your privacy is protected every step of the way.

In this notice you’ll discover exactly what information we collect from you and how we then use this to deliver our services, as well as your rights. It might not be something you’re interested in, but it’s really important you have a read and of course, let us know if you have any questions.

Help-Link UK is part of the HomeServe Group and as such adhere to the HomeServe Group Privacy Notice. HomeServe Group (‘we’ and ‘us’) means HomeServe plc, together with any entity in which HomeServe plc directly or indirectly has at least a 50% shareholding. HomeServe plc uses a variety of well-known brand and trading names including (but not limited to): HomeServe Membership Ltd, Checkatrade, Help-Link, HomeServe Heating, HomeServe Connect and HomeServe Labs. We may transfer your personal information among the members of the HomeServe Group for the purposes contemplated in this privacy policy.

So, how do we use your information?

When you buy a product or service through us, we’ll collect some of your personal details, to make sure you have everything you need for us to provide installation boiler services, boiler care plans and services and repairs. Please rest assured that we’ll only use this for administering your contract and to support the delivery of the services or products you’ve asked for.

Examples of the types of personal information we usually collect are:

– Name

– Address

– Telephone number (including mobile)

– Email address

– Date of birth

– Payment details (Direct Debit, credit/debit card number)

– Property type (flat, house etc.)

– Boiler details (make and model – only applicable to heating policies)

– Any additional requirements such as large print or Braille documentation

– Details of any additional authorised parties who can manage your requirements on your behalf

– I.P. address for your device (if visiting our website or using our app)

 

The information requested during the application process is required to complete the sale of the product on offer and forms part of your contract with us. Unless otherwise stated, the information you provide will never be used for any other purpose without your permission. If any of the data is missing from the application form or is incorrect, we may not be able to process your requirements.

Using information provided by third parties

We sometimes use data from third parties or publicly available sources such as Experian, the edited electoral roll or the deceased preference service. Using this data helps us to ensure that our records are accurate and up to date by filling in any gaps on an address or clarifying vanity addresses and house numbers. It also allows us to remove anyone from our mailings that has passed away.

We also use data for marketing purposes. Any data we use in this way is thoroughly checked by both the supplier and our own internal teams to ensure that the correct marketing permissions are in place and that the data is being used fairly.

Keeping and storing your data

If you’re a current or past customer, we’ll keep a copy of your personal details for no longer than 6 years, from the time your active relationship with us ends. Holding on to data allows us to keep accurate records for tax purposes and to handle any future complaints. All other personal data used for prospecting and quotation requests is kept for a maximum of 90 days, unless otherwise required by law.

Some of the data that we collect may be transferred to and stored at a destination outside the European Economic Area (‘EEA’), for example some of our IT systems are run on servers hosted in the USA. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws.

Sharing your data with third parties

We often work with a number of carefully selected third parties, who introduce us to their customers, so we can promote the products and services we offer.

If you’ve been introduced to us through one of our partners, we may share details of the products and services you’ve purchased with them. Sharing data in this way helps us resolve individual complaints and helps us ensure that we’re offering the right products, to the right people.

We respect your privacy and that’s why we don’t give your data to any third parties for marketing purposes. However, on occasion and in addition to the above, we may pass your information to a limited number of third parties for the following reasons:

– To deliver the services you’ve asked for, which might include giving information to members of your family, household, or other people who have an interest in the property, for instance, landlords or letting agents.

– For legal or regulatory purposes including fraud prevention.

– If we buy or sell any business or company assets.

We’ll always keep you in the loop

Whenever we collect your personal information we’ll give you the opportunity to let us know how you’d like us to get in touch in the future. We promise not to inundate you with marketing messages, but we also understand if you’d prefer not to receive anything from us.

If you’ve asked us to send you marketing material, you can change your mind at any time by contacting us using the details in the Contact Us section. You’ll also find an unsubscribe link at the bottom of every marketing email we send to you.

If you’ve given us an email address you may receive messages related to the management of your policy via email, which include policy and renewal documents. If you’d prefer not to receive these messages in this way, just let us know and we’ll be happy to provide them in paper form instead.

Your rights matter

If you’d like to see the personal information that we hold about you, you can request a copy any time. If you find that this information is incorrect you can ask for it to be updated. Or, if you believe the information is being processed without a legal basis, you can ask us to stop or request that it’s deleted from our systems.

To action any of the above, send an email to: [email protected] or alternatively you can write to us at:

Freepost RLYC-LXAL-GEEH
Help-Link Customer Relations Team
HomeServe Membership Ltd
Cable Drive
Walsall
WS2 7BN

We won’t ever charge you for a copy of your personal data but we may ask you for proof of your identity before we disclose any information. Once we’ve seen this, we’ll send you a copy of the personal data we hold within 30 days. In addition, if you decide to move away from us for any reason, you can also request for your personal data to be transferred to a new provider on your behalf.

Customer profiles

We carry out something called ‘profiling’ so we can understand the needs, behaviours and socio-demographic characteristics of our customers. This helps us make sure that we‘re offering the right products and services to the right people, for example, not offering gas products to people without a gas supply or products to people living in sheltered accommodation, who don’t need our services. Profiling also means we can tailor our offerings to current customers, enhancing the potential benefits of being a customer.

Contact us

General Enquiries/Data Controller

Help-Link UK
3310 Thorpe Park
Leeds
LS15 8ZB

Tel: 0808 256 3698
Email: [email protected]

Data Protection Officer

Data Protection Officer
Legal Services
HomeServe Membership Ltd
Cable Drive
Walsall
WS27BN

Tel: 0800 694 4167
Email: [email protected]

Got any worries?

If, at any time, you feel that we haven’t processed your data fairly or you’re not satisfied with how we’ve handled your personal information, you can contact the Information Commissioners Office, who will look into this for you. For full details about how to share any concerns you may have, visit www.ico.org.uk/concerns/

Links to other Websites

Any links to other websites are provided solely as pointers to information on topics that may be useful to the users of our website. Please remember that when you use a link to go from our website to another website, this privacy notice will no longer apply. Your browsing and interaction on any other website, including those which have a link on our website, are subject to that site’s own rules and policies. We recommend that you read the rules and policies relating to that website before submitting any personal information.

What can you do if you wish to complain?

We are committed to exceeding your expectations. We use feedback from complaints and customer queries to drive continuous improvements in our business processes and procedures. We realise, however, that sometimes things can go wrong. If they do, we have a complaints procedure which is outlined below.

Step One: Contacting us

Get in touch with us and tell us what has gone wrong. The easiest way is to give us a call on Freephone 0800 91 54321 and speak to Customer Care, or you can contact us by email at [email protected] or by post to:
Customer Care Department, 3310 Century Way, Thorpe Park, Leeds, LS15 8ZB.

Step Two: What we’ll do

We will always try to resolve your complaint as soon as we receive it. However, sometimes your case may be more complex or involve a number of issues and we may need time to investigate. If it’s complex we will send you a written acknowledgement of your complaint receipt within 5 working days.

Step Three: Our response

We will let you have a full response, or in the unlikely event we are not in a position to provide a response, an explanation and an update will be provided within 8 weeks of us receiving your complaint. If after receiving our final response you remain dissatisfied you have the right to refer your complaint to the Financial Ombudsman.

Step Four: The Ombudsman (where relevant)

We will always endeavour to resolve complaints for our customers, however if upon receipt of our final written response you wish to have your complaint reviewed by the Financial Ombudsman you can do so up to six months after receipt of our final response.

The contact details are:

The Financial Ombudsman Service, Exchange Tower, LONDON, E14 9SR
Tel: 0800 023 4567 or, from a mobile, 0300 123 9123
Email: [email protected]