Here at Flood & French, we take data protection and your privacy seriously. We hope you'll find all the information you'll need no this page, but we've also made our full privacy policy available to download here.

Who is responsible for your information?


We, Flood & French Ltd, are the company collecting your data; this is normally collected directly from you, or from a third party on your behalf, e.g., from your landlord, either over the telephone, in person, or via email.


We are responsible for the collection and proper management of any personal information that you submit. We will keep your personal details secure and use the information you provide with applicable privacy and data protection laws, and only in line with our privacy policy.

What information do we collect?


We collect your name, address, telephone number and, where appropriate, your email address. In some cases, we will have to collect and store medical information about you; this is if you are eligible for zero-rated VAT, and we are required to securely store your eligibility form, which may contain data about your health, with our tax records.

How do we use your information?


The information you provide may be used in a number of ways, for example:

  • to enable us to undertake any plumbing or heating works you have asked us to;

  • to provide you with the information, products and services you ask for, and honour any contract you have with the Company;

  • for analytical purposes, that help us evaluate different products and services we offer or may offer in the future;

  • to contact you, by post, to remind you when your boiler is due for its annual service (you can opt out of this at any time by calling the office on 01473 213464, or emailing;

  • to manage any customer service or invoice related queries.

Who do we share your information with?


In order to provide you with the products and services that we offer, we may share your information with other companies and regulatory bodies. The table below explains with who, and in what circumstances, we will share your information:

If your data needs to be shared internally, within the company, for example from the office to an engineer, it will only be transferred via a service that supports end-to-end encryption; this means that the information cannot be intercepted during transmission.

When and how will we contact you in the future?


We may contact you by phone or email if we believe it to be in both our and your interest; however, if you have a service provided by us that should be repeated annually, or biennially, then we will contact you by post in order to remind you when this is due. You can opt out of this by either calling us on 01473 213464, or by emailing, and asking us to remove you from this system; you will need to provide us with your name and address so that we can remove your property.

How long do we hold your data for?

We will store your information, whilst it is required for the relevant purposes, or to meet legal requirements.

For tax purposes we are required to keep financial documents for 6 years after the end of the tax year they were produced in. This means that if we send you an invoice, we are required by law to keep a copy of this for 6 years after the end of the tax year it was produced in, and in doing so we will be storing your address and name for that period as well; this in turn means that we will hold your name and address for 6 years after the end of the tax year the most recent invoice we sent you was produced in.


If you gave us your information, for example, to allow us to provide you with a quotation; however, you didn't ask us to undertake any work, we will keep your information for one year after the end of the tax year in which you provided us with your information.


How do we process personal data on our website?

We will only collect and process data in line with this information and our privacy policy; however, our website is built using Your data may be stored by through their data storage, databases, and the general application. They store your data on a secure server behind a firewall.


For more information about, please read their terms of use, which can be found here, and privacy policy, which can be found here.

What rights do you have?

You are given several rights under the General Data Protection Regulations (GDPR). These include:

  • the right to be informed;

  • the right of access;

  • the right to rectification;

  • the right to erasure;

  • the right to restrict processing;

  • the right to data portability;

  • the right to object;

  • rights in relation to automated decision making and profiling.


If you would like to learn more about any of your rights, clicking here will take you to another page outlining what the rights means and how you can exercise it. As we know this is one of your most important rights, information on your right to object can be found below.

The right to object

Under the GDPR, you have the right to object to processing based on legitimate interests, direct marketing and processing for the purposes of scientific/historical research and statistics.


In order to object to processing of your personal data, you must have an objection on “grounds relating to his or her particular situation”. Once you have let us know that you object to the processing and your reasons for objecting, we will immediately restrict the processing of your data - which means that your data will only be stored - whilst we evaluate whether or not we can demonstrate compelling legitimate interests as the basis for processing your personal data, which override your interests, rights and freedoms. We are permitted to continue to process your personal data, if the processing is being carried out for the establishment, exercise or defence of legal claims.

If we have compelling legitimate grounds for the processing of your personal data that override your objection, then we will inform you before the restriction of processing is lifted. 


If you wish to exercise this right, please either call us on 01473 213464, or email, stating that you object to the processing of your data, and the reason you object to your personal data being processed – you will need to provide your name and address - and we will immediately restrict the processing of your data, whilst an evaluation of whether or not we have compelling legitimate grounds to process your personal data, which override your interests, rights and freedoms takes place.


How do you raise a complaint?

If you have a concern regarding how we are processing your data, then we would ask you to get in contact with our office, by either calling 01473 213464, or emailing We will respond to your query within two weeks, and try to fully resolve any issues you may have.

If, however, you believe that we have been unable, or unwilling, to resolve your information rights concern, you can raise the matter with the Information Commissioner’s Office (ICO). The ICO will use the information you provide them, including our response to your concerns, to decide if your concern provides an opportunity to improve information rights practice.


If the ICO think your concern does provide that opportunity, then they will take appropriate action; this could take a variety of forms. The ICO state that you should raise the matter with them within three months of your last meaningful contact with us.


If you would like more information surrounding raising a concern with us, the ICO have produced information to help you. This can be found here.

If you would still like to raise your concern directly with the ICO, then you can do so by either calling their helpline on 0303 123 1113, or by navigating here, and clicking on the link to start a live web-chat.


What are our lawful bases for processing your data?

We rely on three of the six lawful bases outlined in the GDPR for processing your data. These are contractual obligation, legal obligation and legitimate interests. We also rely on the special category condition outlined in Article 9(2)(a) of the GDPR. This states, “the data subject has given explicit consent to the processing of those personal data for one or more specified purposes…”.

If you would like to learn more about lawful bases, click here.