Privacy Notice

Core Flow London Ltd

Registered in England and Wales

Company Number: 17395748

Registered Office: 86–90 Paul Street, London, EC2A 4NE

Email: info@coreflow.london

Complaints: resolution@coreflow.london

For the purposes of UK data protection law, Core Flow London Ltd is the data controller responsible for the personal information described in this Privacy Notice.

Depending on your dealings with us, we may collect and process information including:

• Your name, address, telephone number and email address.
• Property, access and appointment details.
• Details of enquiries, bookings and instructions.
• Quotations, invoices and payment records.
• Details of services, repairs, inspections and installations carried out.
• Engineer notes, job reports, certificates and test records.
• Photographs and videos of relevant equipment, components, installations or site conditions.
• Communications including emails, telephone notes, text messages and WhatsApp messages.
• Information relating to complaints, warranty claims or disputes.
• Information reasonably required to order or obtain parts, materials or equipment for your job.

We may process your personal information for the purposes of:

• Responding to enquiries and preparing quotations.
• Administering and confirming bookings.
• Delivering plumbing, HIU, ventilation, drainage and associated services.
• Arranging access to properties.
• Processing and recording payments.
• Ordering and obtaining goods, parts and materials.
• Producing reports, service records, certificates and invoices.
• Maintaining engineer notes, attendance records, photographs, videos and test records.
• Communicating with you regarding current or previous works.
• Managing warranties and aftercare.
• Handling complaints and resolving disputes.
• Establishing, exercising or defending contractual or legal claims.
• Preventing fraud and protecting our legitimate business interests.
• Maintaining accounting, tax and other legally required business records.
• Complying with applicable legal and regulatory obligations.

Depending on the circumstances, we may rely on one or more of the following lawful bases:

• Contract – where processing is necessary to enter into or perform our contract with you, including handling bookings, providing services, taking payment and communicating about the work.
• Legal obligation – where we are required to process or retain information to comply with applicable law, including accounting, tax and regulatory requirements.
• Legitimate interests – where processing is reasonably necessary for our legitimate business interests, including maintaining service records, protecting our business, investigating complaints, resolving disputes, establishing or defending legal claims, preventing fraud and maintaining appropriate records.
• Consent – where consent is specifically required, for example for certain forms of electronic marketing or non-essential website cookies.

Where we rely on legitimate interests, we will consider whether those interests are overridden by your rights and interests.

Our engineers may take photographs or videos of sites, installations, components and equipment where reasonably necessary.

These records may be used for:

• Recording the condition of equipment or property.
• Diagnostics and technical assessment.
• Evidence of attendance.
• Recording works completed.
• Quality assurance.
• Insurance purposes.
• Complaint or dispute resolution.
• Establishing or defending legal claims.

Any use of images or recordings for other purposes will only take place where permitted by applicable data protection law.

We do not sell your personal information.

Where reasonably necessary, we may share relevant information with:

• Engineers, employees and authorised subcontractors.
• Suppliers and manufacturers where required to obtain parts or technical support.
• Payment processing providers.
• Accounting, invoicing and business administration providers.
• IT, cloud storage, communications and software providers.
• Insurers and insurance advisers.
• Accountants, solicitors and other professional advisers.
• Managing agents, landlords, housing providers or other parties involved in the instruction of works, where appropriate.
• Courts, regulators, law-enforcement bodies or public authorities where required or permitted by law.

We will only share information where there is an appropriate lawful basis for doing so.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet our contractual, accounting, tax, insurance, warranty and legal obligations.

Different categories of information may therefore be retained for different periods.

Where information is no longer required, it will be securely deleted, anonymised or otherwise disposed of where reasonably practicable.

Depending on the circumstances, you may have the right to:

• Request access to personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Request deletion of your personal information in certain circumstances.
• Request restriction of processing in certain circumstances.
• Object to certain uses of your information.
• Request transfer of certain information where applicable.
• Withdraw consent where processing is based on consent.

These rights are not absolute and may be subject to exceptions under applicable data protection law.

• We will only send electronic marketing communications where permitted by law.
• Where consent is required, we will obtain it before sending such communications.
• You may opt out of marketing communications at any time.

• Our website may use cookies and similar technologies to operate correctly, understand website usage and provide certain functionality.
• Where consent is required for non-essential cookies, these will not be used until the appropriate consent has been obtained.
• Further information may be provided through our website cookie notice or cookie settings.

Some service providers we use may store or process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps required by data protection law to ensure that suitable safeguards are in place.

• We take reasonable technical and organisational measures to protect personal information from accidental loss, unauthorised access, misuse, alteration or disclosure.
• Access to personal information is limited to those who reasonably require it for legitimate business purposes.

If you have a concern regarding how we have handled your personal information, please contact us first so that we have an opportunity to investigate.

Email: info@coreflow.london

You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator.

• We may update this Privacy Notice from time to time to reflect changes to our services, business practices or legal obligations.
• The version published on our website will be the current version.

For questions about this Privacy Notice or to exercise your data protection rights, please contact:

Core Flow London Ltd

86–90 Paul Street

London

EC2A 4NE

Email: info@coreflow.london

Telephone: 020 4571 8900