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Privacy Policy

1. Pro Care GB Ltd and your personal data

This notice applies to personal data we hold about individuals (such as company directors, or contacts on business accounts), including sole traders and partners. It does not apply to information which we hold about companies and other legal organisations. We may update this privacy notice from time to time to ensure it is always up to date and accurate. Any changes we may make to our privacy notice will be posted on this page.

2. Personal data we collect

We collect the following types of personal data:

  • Your contact details:
    • Information that allows us to contact you directly such as your name, email address, telephone number and addresses associated with your order or query.
  • Information about your job:
    • Including job details, pricing and payment information, and dispatch appointment details.
  • Exercising your rights:
    • If you exercise any of your statutory rights under data protection law, we will keep a record of this and how we respond.
  • Advertising and direct marketing:
    • Information about how you respond, or interact with, any direct marketing or advertising communications directed to you, including any requests for these communications to stop.

You are not required to provide to us any of the personal data described above, however, if you do not do so, you may not be able to purchase our products and services or the functionality of our products may be reduced.

3. What we use your personal data for and why

Where we process your personal data because of our contract

We process these items of your personal data to enter or fulfil the contract between us, including to:

  • Provide our services to you
    • All personal information that we collect as listed in Section 2
  • Improve our services
    • Contact details
    • Information about your job
    • Call recordings
    • Exercising your rights
  • Staff training
    • All the personal information we collect
  • Develop new products and services
    • All the personal information we collect
  • Investigating misuse of the service, fraud and debt collection
    • All the personal information we collect
  • For the establishment, exercise or defence of legal claims
    • All the personal information we collect
  • Maintain accuracy and relevance of your data
    • All personal data that we collect

Where we process your personal data because you have allowed us to

We process these items of your personal data because you have provided your consent to the processing. You may revoke your consent at any point:

  • Direct marketing by us
    • Contact details
    • Information about your job
    • Marketing preferences

Where we process your personal data so you can’t be identified any more

We may anonymise and aggregate any of the personal data we hold (so that it does not identify you). We may use anonymised and aggregated information for purposes that include testing our IT systems, research, data analysis, improving our site, apps and developing new products and services.

4. Sources we collect your personal data from

We will collect personal data from a number of sources. These include:

  • Directly from you:
    • When you contact us or our franchisees, purchase products or services from us or our franchisees, submit information via our websites, complete forms we provide to you, entre promotions, and make a complaint, exercise your statutory rights, contact us by phone, email or communicate with us directly in some other way.
  • Our website:
    • We collect information about how you use them.
  • Other companies we work with:
    • Provide us with information to help us deliver our products and services to you.
  • Lead generation providers:
    • Companies to which you give contact information, where you give permission for them to pass it on to us.
  • The government and regulators:
    • Provide us with information about the complaints they receive.
  • Social media:
    • Information you submit to our social media accounts.
  • Our business customers:
    • Provide us with information about their own customers.
  • Housing associations / Landlords
    • Provide us with tenants’ information, to enable us to make contact about their energy supply.

5. Who we share your personal data with

We share personal data with the following parties:

  • The government or our regulators
    • Information Commissioner’s Office (ICO)
    • Financial Conduct Authority (FCA)
  • Companies that support our business, IT infrastructure and to further understand our customers
    • Financial Ombudsman Service – To provide response on your complaints and questions

6. Direct Marketing Email, SMS, post and telephone

From time to time, we may contact you by email, SMS, post with information about products and services we believe you may be interested in. When you call Pro Care GB Ltd we may also provide you with information about products and services we believe you may be interested in. If you have not consented to receiving direct marketing, we will only promote them to you when permitted to do so by law, but in all circumstances we will respect your marketing preferences which you tell us about. You can let us know at any time that you do not wish to receive marketing messages.

7. Transferring your personal data internationally

We use third parties located in other countries to help us run our business. As a result, personal data may be transferred outside the countries where we and our customers are located. This includes to countries outside the European Economic Area ("EEA") and to countries that do not have laws that provide specific protection for personal data. We have taken steps to ensure all personal data is provided with adequate protection and that all transfers of personal data outside the EEA are done lawfully. Where we transfer personal data outside of the EEA to a country not determined by the European Commission as providing an adequate level of protection for personal data, the transfers will be under an agreement which covers the requirements for the transfer of personal data outside the EEA, such as the European Commission approved standard contractual clauses.

8. How long we keep personal data for

We will keep your personal data for as long as necessary in order to achieve the processing purposes.

9. Your rights in relation to your personal data

You may have the following rights in relation to your personal data:

  • The right to be informed about the personal data we collect, how your personal data is being used, and from whom we collect your personal data when we obtain it from other sources;
  • The right to access the personal data we hold about you;
  • The right to request the correction of inaccurate personal data we hold about you;
  • The right to request the blocking or deletion of your personal data in some circumstances;
  • The right to request that we port elements of your data either to you or another service provider
  • The right to object to us processing your personal data (where we do so only because you have consented, or because we are using automated means to make decisions that affect you)
  • The right to withdraw your consent.

You only have the benefits of some of the above rights in limited circumstances, which depend on the legal reason why we collected your personal data.

To exercise any of the above rights, or if you have any questions relating to your rights, please contact us by using the details below.

10. Getting in touch

If you have any privacy-related questions or comments, please contact Pro Care GB Ltd data protection officer by writing to The Data Protection Officer, 1 Burcott Road, Purley, Surrey, CR8 4AD.

You can also contact our data protection officer.

If you are unhappy with the way we are using your personal data you can also complain to the UK Information Commissioner’s Office or your local data protection regulator.

We are here to help and encourage you to contact us to resolve your complaint first.