Privacy Policy

This privacy policy explains how Vector Pump & Drainage Solutions ("we", "us") collects, uses and protects your personal information when you visit our website, contact us or use our services.

How We Handle Your Personal Information

Who We Are

Vector Pump & Drainage Solutions is the controller of your personal information. Our address is 2 Eridge Drive, Hailsham, East Sussex, BN27 3PW.

If you have any questions about this policy or how we use your information, email info@vectorpumpanddrainagesolutions.com or call 01323 364755.

Information We Collect

Depending on how you deal with us, we may collect:

• Contact details you give us, such as your name, phone number, email address and postcode
• Details of the job, such as the property or site address, the problem you describe and any photos you send us
• Information we record while working, such as CCTV survey footage, job photos, reports and waste transfer records
• Billing information, such as invoices and payment records
• Records of calls, emails and messages between us
• Website usage data, such as your IP address, browser type and the pages you visit, collected through cookies

How We Use Your Information

We use your information to:

• Reply to your enquiry and give you a quote
• Arrange, carry out and follow up on work you've asked us to do
• Send invoices and keep financial records
• Meet our legal duties, such as keeping waste and tax records
• Deal with complaints, warranty questions or insurance claims
• Understand how our website is used so we can improve it

We will never sell your personal information. We will only send you marketing messages if you have agreed to receive them, and you can opt out at any time.

Our Legal Basis for Using Your Information

Under UK data protection law we must have a lawful basis for using your information. We rely on:

• Contract: to give you a quote and carry out work you have asked for
• Legal obligation: to keep the financial, tax and waste records the law requires
• Legitimate interests: to run our business, keep records of work for warranty and insurance purposes, and improve our website, where this doesn't override your rights
• Consent: for non-essential cookies and any marketing messages, which you can withdraw at any time

Who We Share Your Information With

We only share your information where we need to, with:

• Companies that provide our website hosting, email, phone and IT systems
• Our accountants, insurers and professional advisers
• Licensed waste sites, where waste records must show where the waste came from
• Subcontractors who help us carry out your job
• Water companies or local councils, where a problem involves a public sewer or highway drain and you have asked us to report it
• The police, courts or regulators, where the law requires it

Anyone we share information with must keep it secure and use it only for the purpose we shared it for.

Information Stored Outside the UK

Some of our service providers, such as Google, may store data outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations or approved contract terms.

How Long We Keep Your Information

• Enquiries that don't lead to work: up to 12 months
• Customer and job records, including invoices, CCTV survey footage and reports: 6 years after our last job for you
• Waste transfer and consignment records: for as long as the law requires
• Website analytics data: up to 14 months

After that, we securely delete or anonymise it.

Cookies

Our website uses cookies. Some are needed for the site to work, and others, such as analytics cookies, are only set if you accept them. You can change your choice at any time.

Your Rights

You have the right to:

• Ask for a copy of the personal information we hold about you
• Ask us to correct information that is wrong or incomplete
• Ask us to delete your information
• Ask us to limit how we use your information
• Object to us using your information based on legitimate interests
• Ask us to transfer your information to another organisation
• Withdraw your consent where we rely on it

Some rights don't apply in every situation, for example where the law requires us to keep records. To use any of these rights, contact us using the details above. We will reply within one month.

Keeping Your Information Secure

We take appropriate steps to protect your information, including password-protected systems and limiting access to the people who need it to do their job.

Complaints

If you're unhappy with how we've handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

Changes to This Policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.