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Privacy Policy

Below is an overview of some the key terms of Roberts & Son Privacy Policy. This overview is for your reference only and does not form part of the Privacy Policy.

Roberts & Son are committed to protecting your personal information when you use our sites or phone use and we want you to be confident that your personal information is both safe and secure with us. Our Privacy Policy explains the following:

  • How we collect your Personal Information

  • What Personal Information we collect

  • How we use your personal information

  • Who we share your personal information with

  • The rights and choices you have when it comes to your personal information


Roberts & Son may collect personal information about you when you use our services.

The ways in which we may use your personal information are described in Section 4, they include:

  • Enabling you to access and use our services

  • Personalising and improving aspects of our services

  • Research (such as analysing market trends and customer demographics)

  • Communicating with you about your estimates and our services

For purposes set out in Section 5, we may share information with other departments within Roberts & Son and regulatory or governmental bodies for example Environment Agency.

To make enquiries or exercise any of your rights as set out in Roberts & Son Privacy Policy, please contact our Compliance Team at


Roberts & Son Plumbing & Heating Ltd (Company Number 07237923) is an independently owned Industrial and Environmental service provider operating in the United Kingdom, we take your privacy extremely seriously.

Roberts & Son is the data controller in relation to the processing of the personal information that you provide to us when you use our services. Our registered address is 1 Abbots Quay, Monks Ferry, Birkenhead, Merseyside, CH41 5LH. If you have any queries relating to Roberts & Sons use of your personal information, or any other related data protections questions contact our Compliance Team at Our Data Protection Officer is our internal IT Manager. To contact our Data Protection Officer please email or write to 1 Abbots Quay, Monks Ferry, Birkenhead, Merseyside, CH41 5LH.

Roberts & Sons Privacy Policy explains how we use your personal information about you, your business and steps we take to ensure your personal information is kept secure and confidential.


Roberts & Son may obtain personal information for you through websites, mobile applications or other similar devices, channels such as telephone when a call is made to office or applications operated by or on behalf of Roberts & Son Plumbing & Heating Ltd.

Roberts & Son does not share your company or your personal information with external bodies.


Roberts & Son collect personal or company information when you give this to us in course of making an enquiry for our services via any of our websites or phone call or email us e.g. we may collect your name, company name, address, contact email address and telephone number. This will be to allow us to prepare an estimate of works.

In the course of providing a service to you or your company, we may also store information about how you use our site e.g. pages viewed, the website from which you came to visit our site(s), changes you or your company make to information supplied to Roberts & Son, details of estimates you request, together with financial information e.g. bank details or payment details. Roberts & Son make sure that we have appropriate security measures to protect your information (see section 8 How secure is our site and what steps do we take keep you safe? Roberts & Son periodically will review information to ensure that we do not keep it for longer than we are legally allowed by law see section 11.

Please note that it is you or a company representative responsibility to check and ensure that all information, content, material or data provided verbally, digitally or on sites is correct, complete, accurate and not misleading and that you disclose all relevant facts.

In order with Roberts & Son to provide you or your company with an estimate, we may need to collect personal information which data protection legislation defines as sensitive personal information. Roberts & Son will consent to process this information at the time you provide it and by proceeding with obtaining an estimate; you give your explicit consent to such personal sensitive information being process by us for purposes stated in this Privacy Policy.

Roberts & Son does not knowingly collect or store any personal information about children under the age of 16.

If you are, providing us with another person’s or companies information you should first ask and ensure they read this Privacy Policy and our Terms of Use. By giving Roberts & Son this information about another person or company you are confirming that they have given you consent to provide the information to Roberts & Son and they understand how their details will be used.

In order to ensure the Services, we provide you with both in the short or long term continue to meet yours or your companies needs we may ask for feedback of your experience of using Roberts & Son e.g. Using our site, Operatives on Site, Account Manager. Any information/feedback provided will only be used as part of Roberts & Sons programme of continuous improvement and with your permission be used to provide testimonials.


We may use yours or companies personal information:

  • To personalise and improve aspects of our Services

  • For research, such as analysing market trends and customer demographics

  • To communicate with you, including some or all of the following

4.1 sending you or your company a confirmation email of your estimate – when you obtain an estimate with Roberts & Son you will be sent confirmation of your estimate to be signed via email and to be returned. This is a standard part of our service procedure and by using this service / contacting us you agree to receive these communications

5.0 to process a transaction if credit card payment is being taken

6.0 to enable you to share our content with others e.g. by using email or share this functionality on our sites

Roberts & Son may monitor or record your calls, emails or other communication, but will do so in accordance with data protection legislation and other applicable law. Monitoring or recording will always be for business purposes, such as quality control or training (e.g. where you call Roberts & Sons call centre), to prevent unauthorised use of your telecommunication systems and Sites, to ensure effective systems operations, to meet any legal obligation and/or to prevent detect crime.


Roberts & Son will only collect and use yours or companies information (as described in section 4) in accordance with data protection laws. Our grounds for processing your personal information are as follows:

1. Consent – where necessary Roberts & Son will only collect and process your personal information if you have given your consent for us to do so e.g. we will only send you certain marketing emails and process any sensitive information about you or your company of we have your consent

2. Legitimate Interests – Roberts & Son may use and process some of yours or companies information where we have sensible and legitimate business grounds for doing so. Under European privacy laws there is a concept of “legitimate interests” as justification for processing yours or companies information. Our legitimate interests for processing this information are:

2.1 using your information is an essential part of Roberts & Son being able to provide the right service to you or your company.

2.2 to communicate with you or your company about our services. Roberts & Son need to keep you informed about yours or your companies use of our services e.g. sending you confirmation email of estimate of works. This will not include marketing communications unless you have given us your consent to receive these and:

2.3 to improve our Services. We may use yours or your company’s personal information to: personalise aspects of Roberts & Son services; for market research. Roberts & Son constantly aim to improve our services to you or your company and using this personal information in this way helps us to do this.

From May 2018, you or your company will have a right to object to our use of personal information for these legitimate interests including where Roberts & Son may use your personal information to create a profile to inform customer demographics. If you raise an objection, Roberts & Son will stop processing yours or your companies’ personal information, unless exceptional circumstances apply, in which case we will let you know why we are continuing to process personal information. Please contact our Compliance Team at if you wish to exercise this right.


When you use any of Roberts & Sons services, we may disclose yours or your companies’ personal information to the following parties:

  • If required or permitted to do so by law

  • If required to do so by any court, or other applicable regulatory, compliance, Government or law enforcement agency

  • If necessary in connection with legal proceedings or potential legal proceedings; and /or

  • In connection with the sale or potential sale of any part of our business.

If Roberts & Son reasonably believe, false or inaccurate information has been provided and fraud is suspected, details may be passed to fraud prevention agencies to prevent fraud and money laundering.


When you use any of Roberts & Sons services, we may disclose yours or your companies’ personal information to the following parties:

Understanding browsing habits on Roberts & Son sites;

Understand the number of visitors to the sites and pages visited

For more information on the cookies Roberts & Son use, please see our Cookie Policy.

If Roberts & Son reasonably believe, false or inaccurate information has been provided and fraud is suspected, details may be passed to fraud prevention agencies to prevent fraud and money laundering.


Yours and your companies’ personal data’s security is very important to Roberts & Son. This is why, where it appropriate our sites use HTTPS to help keep information about you secure. However, no data transmission over the internet can be guaranteed to be totally secure.

Roberts & Son do our best to keep information you disclose to us secure. However, we cannot guarantee or warrant the security of any information that you send over to us and you do so at your own risk. If you use e.g. our sites, you accept the inherent risks of providing information online and will not hold us responsible for any breach of security.


Any electronic marketing communications we send you will include clear and concise instructions to follow should you wish to unsubscribe at any time.

Should you no longer wish to be contacted by Roberts & Son, you can advise us at any time by contacting our Compliance Team on 0800 531 6828 between hours 0f 08:30 – 17:30 Monday to Friday or by sending an email to


You have the certain right under existing data protection legislation including the right to request a copy of the personal information we hold about you or your company if you request it from Roberts & Son in writing.

From May 2018, you and your company will have the following rights:

Right to access: the right to request copies of your personal information from us:

Right to correct: the right to have your personal information rectified if it is inaccurate or incomplete:

Right to erase: the right to request that we delete or remove your personal information from our systems;

Right to restrict our use of our information; the right to ‘block’ us from using your personal information or limit the way in which we can use it

Right to data portability: the right to request that we move, copy or transfer your personal information;

Right to object: the right to object to our use of your personal information including where we use it for our legitimate interests or where we use your personal information to carry out profiling to inform our market research and customer demographics (see section 5)

To make enquiries, exercise any of your rights set out in this Privacy Policy and / or make a complaint please contact our Compliance Department at

If you are not satisfied with the way any complaint you make in relation to your personal information is handled by us then you may be able to refer your complaint to the relevant data protection regulator, which in the UK is the Information Commissioner’s Office.

The Privacy Policy shall be governed and construed in all respects in accordance with laws of England and Wales.


Unless a longer retention period is required or permitted by law, we will only hold yours or companies information on our systems for the period necessary to fulfil the purposes outlined in this Privacy Policy or until your request it’s deleted. If you have made an enquiry about using our Services and do not use them for a reasonable time, we may contact you to ensure you are still happy to receive communications from us. Even if we delete your personal information, it may persist on back up or archival media for legal, tax or regulatory purposes.


Roberts & Son reserve the right to amend or modify this Privacy Policy at any time and any changes will be published on our sites. The date of the most recent revision will appear on this policy. If we make significant changes to this policy, we may also notify you by other means such as sending an email. Where required by law we will obtain your consent to make these changes. If you do not agree with any changes please do not continue to use the Sites.

September 2018

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