Privacy Policy

1. Introduction

This Privacy Policy explains how My Trusted Builder Ltd (trading as Ealing Emergency Builders, "we", "us", "our") collects, uses, and protects your personal data when you visit our website or use our services.

We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. What Personal Data We Collect

We collect the following categories of personal data:

2.1 Information You Provide to Us

• Contact form data: Name, telephone number, email address, property address, and details of the building emergency or repair needed when you submit our online contact form
• Phone call data: Telephone number and call recordings (if applicable) when you contact us by phone
• Email correspondence: Content of emails exchanged with our team
• Customer data: Additional information required to provide our services, such as access codes, insurance details, or specific property information

2.2 Information Collected Automatically

• Technical data: IP address, browser type and version, time zone setting, browser plug-in types, operating system
• Usage data: Pages visited, time spent on pages, click patterns, and other website interaction data
• Device data: Device type, screen size, and device identifiers

2.3 Cookies and Similar Technologies

We use cookies and similar tracking technologies to collect information about your browsing activities. For detailed information, please see our Cookie Policy.

3. How We Use Your Personal Data

We use your personal data for the following purposes:

• To respond to your enquiries: Processing your contact form submissions and phone calls to provide quotes, assessments, and emergency response
• To provide our services: Managing site visits, carrying out repairs, coordinating with insurance companies, and delivering contracted work
• To communicate with you: Sending service updates, appointment confirmations, invoices, and important notices about your project
• To improve our services: Analysing usage patterns, customer feedback, and service performance
• For legal compliance: Meeting regulatory obligations, maintaining records, and handling complaints or disputes
• For marketing (with consent only): Sending promotional materials, newsletters, or special offers only where you have explicitly opted in

4. Legal Basis for Processing (UK GDPR)

We process your personal data under the following legal bases:

5. Data Retention

We retain personal data only for as long as necessary:

• Enquiry data: 2 years from last contact (for potential customers)
• Customer contract data: 7 years after completion of work (for tax and liability purposes)
• Guarantee records: Duration of guarantee period plus 1 year (typically 11 years for our 10-year guarantees)
• Marketing data: Until you withdraw consent or 2 years of inactivity
• Website analytics: 14 months for Google Analytics data
• Call recordings: 12 months (if applicable)

After these periods, data is securely deleted or anonymised.

6. Who We Share Your Data With

We may share your personal data with the following categories of recipients:

• Subcontractors and suppliers: Specialist tradespeople, material suppliers, and waste disposal services engaged to complete your project
• Insurance companies: When working on insurance-backed claims, we share relevant project information with your insurer or loss adjusters
• IT service providers: Hosting providers, CRM systems, email services, and cloud storage providers who process data on our behalf
• Professional advisers: Accountants, lawyers, and consultants bound by confidentiality obligations
• Regulatory authorities: Where required by law, such as HMRC, local authorities, or health and safety inspectors
• Emergency services: Where there is an immediate threat to life or property

All third parties are required to implement appropriate security measures and process data only in accordance with our instructions.

7. International Data Transfers

Our primary service providers operate within the United Kingdom. Where we use services that may transfer data outside the UK (such as certain cloud services), we ensure appropriate safeguards are in place, such as:

• UK adequacy regulations
• Standard Contractual Clauses approved by the ICO
• Binding Corporate Rules

8. Data Security

We implement appropriate technical and organisational measures to protect your personal data, including:

• Encryption of data in transit (HTTPS/SSL)
• Secure password-protected systems with multi-factor authentication
• Regular security updates and vulnerability assessments
• Access controls limiting data access to authorised personnel only
• Staff training on data protection and confidentiality
• Secure disposal of physical and digital records

9. Your Rights Under UK GDPR

You have the following rights regarding your personal data:

• Right of access: Request a copy of the personal data we hold about you
• Right to rectification: Request correction of inaccurate or incomplete data
• Right to erasure: Request deletion of your personal data in certain circumstances
• Right to restrict processing: Request limitation of how we use your data
• Right to data portability: Request transfer of your data to another organisation
• Right to object: Object to processing based on legitimate interests or direct marketing
• Right to withdraw consent: Withdraw consent at any time where processing is based on consent

To exercise these rights, contact us at requests@ealingemergencybuilders.co.uk. We will respond within one month.

10. Complaints

If you have concerns about how we handle your personal data, you have the right to lodge a complaint with the supervisory authority:

We encourage you to contact us first so we can attempt to resolve any issues directly.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the "Last updated" date at the top of this policy and notify you of significant changes through our website or by email where appropriate.

12. Contact Us

For any questions about this Privacy Policy or our data practices, please contact us: