Last updated: 10 June 2026
RCA Plumbing & Heating respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect your personal information when you use our website, contact us, request a quote, book a service, ask about a repair, use our online chat, send us a WhatsApp message, request a heat pump estimate, join a care plan, or use any of our plumbing and heating services.
Website: https://rcaplumbheat.co.uk
Business name: RCA Plumbing & Heating
Phone: 01259 929952
WhatsApp: 07506 424173
Address: 55 Westview Cres, Tullibody, Alloa, FK10 2TN
For the purpose of UK data protection law, RCA Plumbing & Heating is the data controller for the personal information we collect and use.
1. What information we collect
We may collect personal information when you contact us, complete a form, use our website, use our online chat, message us on WhatsApp, request a quote, book a boiler service, ask about a repair, request a heat pump estimate, join a care plan, or become a customer.
This may include:
Your name
Your phone number
Your email address
Your address or postcode
Details about your boiler, heating system, heat pump or plumbing issue
Photos or videos you choose to send us
Details about a quote, survey, service, repair, installation or care plan
Messages sent through our website, WhatsApp, email, phone or live chat
Payment, invoice and account information where relevant
Customer service notes and appointment information
Review or feedback information you choose to provide
Website usage information, such as pages visited, device type, browser type and IP address
We only collect information that is relevant to your enquiry, our services, our customer support, or the running of our business.
2. How we use your information
We may use your personal information to:
Respond to your enquiry
Provide plumbing, heating, boiler or heat pump advice
Arrange appointments, surveys, services, repairs or installations
Prepare quotes, estimates and recommendations
Manage boiler service plans and care plans
Send appointment confirmations, reminders and follow-up messages
Understand your heating, boiler, heat pump or plumbing requirements
Keep service, repair and installation records
Send invoices, receipts or payment information
Deal with customer service queries, complaints or feedback
Improve our website, services and customer experience
Manage reviews and testimonials
Meet our legal, safety, tax, accounting and insurance obligations
Protect our business, website and customers from misuse or fraud
We do not sell your personal information.
3. Our lawful basis for using your information
Under UK data protection law, we must have a lawful basis for using your personal information.
We may rely on:
Contract
Where we need your information to provide a quote, carry out work, manage a booking, provide a service, or support you as a customer.
Legitimate interests
Where we use your information to respond to enquiries, manage customer relationships, improve our services, keep business records, follow up with customers, operate our website, or market relevant services to existing customers.
Legal obligation
Where we need to keep information for tax, accounting, insurance, health and safety, gas safety, consumer protection or other legal reasons.
Consent
Where you have clearly agreed to something, such as receiving certain marketing communications or allowing non-essential cookies.
4. Website forms, WhatsApp and online chat
When you use our contact forms, WhatsApp links, heat pump estimate forms or online chat, we may collect the information you choose to provide.
This may include your name, contact details, postcode, service requirement, boiler or heat pump details, photos, videos, and any message you send us.
We use this information to understand your enquiry and help you as quickly and accurately as possible.
Our online chat may collect your message and contact details so we can respond to your enquiry, arrange a follow-up, or pass the details to the right person in our team.
Please do not send sensitive personal information unless it is necessary for your enquiry.
5. Photos and videos
You may choose to send us photos or videos of your boiler, heating controls, heat pump, pipework, radiators, plumbing issue, water leak, error code, pressure gauge, flue, airing cupboard, plant room or installation area.
We use these to help understand your enquiry, prepare for a visit, provide better advice, support diagnosis, or keep a record of the work discussed.
We will not use customer photos or videos for marketing unless we have permission or unless the image does not identify you personally.
6. Care plans and service reminders
If you join one of our care plans or service plans, we may use your information to manage your plan, remind you when a service is due, contact you about your boiler, heating system or heat pump, and keep a record of your service history.
We may also contact existing customers about relevant services, renewals, maintenance reminders or important customer updates.
7. Reviews and testimonials
If you leave us a review or provide feedback, we may use it to improve our services and, where appropriate, display it on our website or marketing materials.
We will usually only use your first name, initials, location or review content, unless you have agreed otherwise.
8. Cookies and website analytics
Our website may use cookies and similar technologies.
Cookies help the website work properly, improve performance, understand how visitors use the site, support forms and chat functions, and help us improve our marketing.
We may use tools such as:
Google Analytics
Google Site Kit
Google Tag Manager
Website forms
Online chat tools
WhatsApp links
Embedded maps
Review widgets
Security, performance and accessibility tools
Some cookies are essential for the website to work. Other cookies, such as analytics or marketing cookies, should only be used where you have given consent through the cookie banner.
You can change your cookie settings in your browser or through the cookie settings on our website where available.
9. Who we share your information with
We may share your information with trusted third parties where needed to run our business, provide our services, or meet our legal obligations.
This may include:
Engineers, office staff or subcontractors working on your enquiry or job
Website, hosting and IT providers
Online chat, CRM, form or booking software providers
Payment, accounting and invoicing providers
Marketing, analytics and review platforms
Professional advisers, insurers or legal advisers
Regulators, authorities or emergency services where required by law
We only share information where necessary and expect our suppliers to handle personal information securely.
10. How long we keep your information
We keep personal information only for as long as needed.
Enquiry information may be kept for a reasonable period so we can respond, follow up and manage customer service.
Customer, service, repair, installation, care plan and invoice records may be kept for longer where needed for safety, warranty, insurance, tax, accounting or legal reasons.
When information is no longer needed, we will delete it, anonymise it, or securely archive it where appropriate.
11. How we protect your information
We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, disclosure or alteration.
This includes using secure systems, limiting access to people who need it, and keeping records only where there is a genuine business or legal reason.
No website, email, WhatsApp message or online system can be guaranteed to be completely secure, so please take care when sending information online.
12. Marketing
We may contact existing customers with relevant service reminders, customer updates or information about plumbing, heating, boiler, heat pump or care plan services.
You can ask us to stop sending marketing messages at any time.
We will not sell your personal information to third parties.
13. Your rights
Under UK data protection law, you have rights over your personal information.
You may have the right to:
Ask for a copy of the personal information we hold about you
Ask us to correct inaccurate information
Ask us to delete your information in certain circumstances
Ask us to restrict how we use your information
Object to certain uses of your information
Withdraw consent where we rely on consent
Complain to the Information Commissioner’s Office
To make a request, please contact us using the details at the top of this policy.
14. Complaints
If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue.
You also have the right to complain to the Information Commissioner’s Office.
ICO website: https://ico.org.uk
15. Updates to this policy
We may update this Privacy Policy from time to time.
The latest version will be published on this page with the updated date shown at the top.