Privacy & Complaints Policy

Privacy Policy

Last updated: 17/06/2026
WH Heating Services Ltd (“we”, “us”, “our”) is committed to protecting your personal information and handling it in a fair, transparent and secure way.
Company details: WH Heating Services Ltd, 13 Nursery Close, Hellesdon, Norwich, NR6 5SL
Company number: 09367781
Telephone: 07823 558003
Email: [email protected]

 

Why we collect and use your personal information

We collect and use your personal information to:

  • provide quotes, repairs, maintenance and installation services
  • arrange appointments and communicate with you
  • issue invoices and process payments
  • maintain safety and regulatory compliance (including Gas Safe records)
  • manage finance applications (via TradeHelp, if requested)
  • respond to enquiries, feedback or complaints

We may also send occasional service reminders or information about similar services to existing customers. You can opt out at any time.

 

Our lawful basis for using your information

Under UK GDPR, we rely on:

  • Contract – to provide the services you request
  • Legal obligation – for tax, accounting and Gas Safe requirements
  • Legitimate interests – to manage our business, improve services, and send service‑related updates to existing customers
    We rely on the soft opt‑in for email marketing to existing customers, in line with PECR.

 

 

What happens if you do not provide your information

If you do not provide the information we request, we may not be able to provide our services or process finance applications.

 

 

Who we share your information with

We may share your information with:

  • TradeHelp (if you apply for finance)
  • Finance lenders (via TradeHelp)
  • Gas Safe Register (where required)
  • Professional advisers such as accountants
  • Law enforcement agencies or regulators (e.g. HMRC)
  • Successor organisations in the event of a business transfer

If you apply for finance, TradeHelp and the lender may share information with the Financial Conduct Authority (FCA) as part of their regulatory obligations.

We do not sell your personal information.

 

 

How long we keep your information

  • Service records, invoices and Gas Safe documentation: up to 7 years
  • Finance applications: according to TradeHelp’s retention rules
  • Marketing data: until you unsubscribe or opt out
  • General enquiries and quotes: up to 12 months

When information is no longer needed, it is securely deleted.

 

 

Your rights under UK GDPR

You have the right to:

  • access your personal data
  • correct inaccurate information
  • request deletion (where applicable)
  • restrict or object to processing
  • request data portability
  • withdraw consent at any time

We will respond to all requests within one month.

To exercise your rights, contact us using the details above.

 

 

How to complain

If you have concerns about how we handle your data, please contact us first.
If you remain unhappy, you can contact the Information Commissioner’s Office (ICO):
Online: https://ico.org.uk/concerns/
Phone: 0303 123 1113

 

 

Cookie Policy

Our website uses cookies to improve your browsing experience, for more information refer to our cookie policy.

 

 

Complaints Policy

Your feedback is important to us. If something goes wrong, we will investigate your complaint and aim to resolve it as quickly as possible.

Step 1: Get in touch
Please provide:

  • your name, address and telephone number
  • any relevant reference or previous correspondence
  • a clear description of the issue

You can contact us by phone, email or post using the details on our website.
If you need information in an alternative format (such as large print or by phone), please let us know.

Step 2: Acknowledgement and resolution
We aim to resolve complaints straightaway.
If we cannot, we will contact you within three business days to confirm:

  • why we have not resolved your complaint
  • who is handling it
  • when you can expect an update

If we cannot resolve your complaint within eight weeks, we will explain why and provide our final response.

Step 3: For finance‑related complaints
If your complaint relates to a product purchased via finance and we cannot resolve it, you may contact TradeHelp Ltd:
TradeHelp Ltd
Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
Telephone: 01978 666887
Email: [email protected]

If your complaint relates to the finance agreement itself, we will forward it to the relevant lender.
If you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service within six months of the lender’s final response:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
Email: [email protected]
Website: www.financial-ombudsman.org.uk