Privacy, Cookie & Complaints Policy

Discount Heating (NW) Ltd
Company Registration Number: 08815835
Gas Safe Registration Number: 301686
Liverpool & Crosby, Merseyside, L22 6QQ
Telephone: 07967 856 375
Email: info@discountheating.org.uk

Last updated: 1 September 2026

Discount Heating (NW) Ltd is committed to protecting your privacy, handling your personal information responsibly and providing a high standard of service.

This policy explains how we collect and use your personal information, your rights under UK data protection law, how cookies are used on our website and what you can do if you wish to make a complaint.

1. PRIVACY POLICY

Who are we?

Discount Heating (NW) Ltd provides domestic heating services including:

Boiler installations and replacements
Boiler servicing
Boiler repairs
Boiler care and maintenance plans
Gas fire servicing and repairs
Central heating services
Landlord Gas Safety Certificates
Heating system maintenance
Related plumbing and heating services

For the purposes of UK data protection legislation, Discount Heating (NW) Ltd is the controller of the personal information we hold about you.

If you have any questions about how your personal information is handled, please contact:

Discount Heating (NW) Ltd
Liverpool & Crosby
Merseyside, L22 6QQ

Email: info@discountheating.org.uk
Telephone: 07967 856 375

What personal information do we collect?

Depending upon your interaction with us, we may collect:

Your name
Your home or property address
Your email address
Your telephone number
Details of the property requiring work
Information about your boiler, heating system or appliances
Details of services you have requested
Appointment information
Quotations and estimates
Invoice and payment information
Details relating to warranties and guarantees
Details relating to boiler care or maintenance plans
Correspondence between you and Discount Heating
Information you provide through our website enquiry forms
Information required to arrange finance where you choose to use a finance facility
Technical information relating to your use of our website, including IP address, browser and device information

We will only ask for information that we reasonably need.

Why do we collect and use your information?

We may use your personal information to:

Respond to enquiries and quotation requests
Arrange appointments
Provide boiler installation, servicing, repair and heating services
Administer boiler care and maintenance plans
Contact you about existing bookings or services
Issue quotations, invoices and other documentation
Maintain service and installation records
Register boilers, warranties or guarantees where appropriate
Provide aftercare and customer support
Process or administer payments
Assist with finance applications where you choose to use a finance option
Meet our legal, tax, accounting and regulatory obligations
Manage complaints or disputes
Prevent fraud or misuse of our services
Improve our website and services
Contact existing customers about relevant services where permitted by law

Our lawful basis for using your information

Under the UK General Data Protection Regulation and Data Protection Act 2018, we must have a lawful basis for processing your personal information.

Depending upon the circumstances, we rely on:

Contract

We use your information where it is necessary to provide a quotation, arrange work or perform a contract with you.

For example, we need your name, address and telephone number in order to attend your property and carry out an installation or repair.

Legal obligation

We may process or retain information where we are required to do so by law, regulation, taxation requirements or applicable gas safety and business record-keeping requirements.

Legitimate interests

We may process information where reasonably necessary for the legitimate operation of our business, including:

Managing customer relationships
Managing and improving our services
Protecting our business
Handling disputes
Maintaining appropriate business records
Contacting existing customers about closely related services where permitted by law

We will always balance our legitimate interests against your privacy rights.

Consent

Where we rely specifically upon your consent, you can withdraw that consent at any time.

2. MARKETING COMMUNICATIONS

We will not sell your personal information to marketing companies.

Where permitted by the Privacy and Electronic Communications Regulations, we may occasionally contact existing customers about products or services similar to those they have previously purchased or enquired about.

You can ask us to stop sending marketing communications at any time.

Where an email marketing message is sent, an unsubscribe option will be provided where appropriate.

You can also contact:

info@discountheating.org.uk

and ask us not to send further marketing communications.

Service-related communications, such as appointment confirmations, warranty information or information concerning work you have asked us to perform, are not marketing communications.

3. FINANCE APPLICATIONS

Discount Heating may make flexible payment or finance options available for certain products or installations.

Where you choose to apply for finance, additional personal and financial information may be required.

Depending upon the finance arrangement being offered, your information may be provided directly to, or collected by, the relevant finance provider, credit broker or finance platform.

Before completing a finance application, you should be provided with information identifying the organisation responsible for processing your finance application and its own privacy notice.

Finance providers may undertake identity checks, affordability assessments and credit reference searches.

Discount Heating does not make decisions about whether a customer is accepted for credit where that decision is made by an independent finance provider.

Any finance product is subject to the particular provider's eligibility requirements, status, terms and conditions.

4. WHO MAY WE SHARE YOUR INFORMATION WITH?

We will only share your personal information where necessary and appropriate.

This may include:

Boiler and heating equipment manufacturers
Warranty and guarantee providers
Payment processors
Finance providers or credit brokers where you request finance
Website, IT, email and hosting providers
Accountants and professional advisers
Insurance providers
Regulators, government agencies or law enforcement bodies where legally required
Gas Safe Register or other relevant industry bodies where appropriate
Service providers assisting us in operating our business

Where third-party organisations process information on our behalf, we expect them to protect that information appropriately.

We may also disclose information if our business or substantially all of its assets were transferred or sold to another organisation.

We do not sell customer personal information.

5. HOW LONG DO WE KEEP YOUR INFORMATION?

We will not keep personal information for longer than reasonably necessary.

Different records may need to be retained for different periods.

As a general principle, customer, contractual, invoice and service information may be retained for up to six years after our business relationship with you ends, where appropriate for legal, taxation, accounting, warranty, contractual or dispute-resolution purposes.

Certain installation, warranty or safety records may be retained for longer where required or reasonably necessary.

Marketing information will normally be retained until you unsubscribe or ask us to stop using it for marketing purposes.

Information that is no longer required will be securely deleted or anonymised where reasonably practicable.

6. KEEPING YOUR INFORMATION SECURE

We take reasonable technical and organisational measures to protect personal information against:

Unauthorised access
Accidental loss
Misuse
Alteration
Disclosure
Destruction

However, no internet-based service can guarantee absolute security.

7. YOUR DATA PROTECTION RIGHTS

Under UK data protection legislation, depending upon the circumstances, you may have the right to:

Access

Ask us for a copy of personal information we hold about you.

Rectification

Ask us to correct information that is inaccurate or incomplete.

Erasure

Ask us to delete your personal information where there is no lawful reason for us to continue retaining it.

Restriction

Ask us to restrict how your personal information is processed in certain circumstances.

Object

Object to certain uses of your personal information, including direct marketing.

Data portability

Ask us to provide certain information in a structured, commonly used and machine-readable format where the legal requirements for portability apply.

Withdraw consent

Where processing is based upon consent, you can withdraw that consent at any time.

Some of these rights are subject to exemptions and we may need to retain particular information where we have a legal or contractual reason to do so.

We will normally respond to valid data protection requests within one month.

To exercise your rights, contact:

Email: info@discountheating.org.uk
Telephone: 07967 856 375

We may need to verify your identity before releasing personal information.

8. COMPLAINING ABOUT THE USE OF YOUR INFORMATION

If you have concerns about how Discount Heating has handled your personal information, please contact us first so that we can investigate.

You also have the right to complain to the UK's data protection regulator:

Information Commissioner's Office (ICO)

Telephone: 0303 123 1113

Further information is available from the Information Commissioner's Office website.

9. COOKIE POLICY

Our website uses cookies and similar technologies.

Cookies are small files stored on your computer, tablet or mobile device when you visit a website.

Cookies can be used to:

Enable essential website functionality
Remember preferences
Understand how visitors use the website
Measure website performance
Improve our website and services
Help protect website security
Support third-party functionality used by the website

Some cookies are essential for the website to operate.

Other cookies, such as analytics or marketing cookies, should only be used in accordance with applicable consent requirements.

Analytics

We may use website analytics services to understand how visitors interact with our website.

Analytics information may include:

Pages visited
Approximate location
Browser type
Device type
Length of visit
How a visitor reached our website
IP address or similar technical identifiers

We use this information to understand website performance and improve the customer experience.

Where legally required, non-essential analytics cookies will not be activated until appropriate consent has been provided.

Managing cookies

You can manage or withdraw cookie consent using the cookie controls provided on our website where available.

You can also configure your browser to block or delete cookies.

Blocking certain cookies may affect how parts of the website operate.

10. COMPLAINTS POLICY

Discount Heating aims to provide customers with a professional, reliable and high-quality service.

If something goes wrong, we want to know about it.

We will take complaints seriously, investigate them fairly and use feedback to improve our services.

Step 1: Contact us

If you wish to make a complaint, please contact us by telephone or email.

Discount Heating (NW) Ltd

Telephone: 07967 856 375

Email: info@discountheating.org.uk

Please provide as much of the following information as possible:

Your full name
Your address
Your telephone number
The date the work was carried out
Any quotation, invoice or job reference
A clear description of your complaint
What you would like us to do to resolve the matter
Copies or photographs of anything relevant to the complaint

Providing this information will help us investigate the matter more quickly.

11. HOW WE HANDLE COMPLAINTS

We will aim to resolve straightforward complaints as quickly as reasonably possible.

Where the matter cannot be resolved immediately, we will:

Record the complaint.
Review the work or service concerned.
Consider any relevant photographs, documentation or correspondence.
Contact you if we require further information.
Explain our findings.
Where appropriate, propose a reasonable solution.

Where possible, we aim to acknowledge a formal complaint within three business days.

We aim to provide a substantive response within 14 business days.

More complicated complaints may require additional investigation. If this happens, we will keep you reasonably informed.

12. PUTTING THINGS RIGHT

Depending upon the circumstances, a suitable resolution might include:

An explanation
Further inspection of the work
Rectification of defective work
Replacement of an affected component
Contacting a manufacturer
Assistance with a warranty claim
A refund or partial refund where appropriate
Another reasonable remedy

The appropriate remedy will depend upon the circumstances of the individual complaint and your statutory consumer rights.

Nothing in this policy affects your legal rights.

13. FINANCE-RELATED COMPLAINTS

If your complaint relates specifically to a finance agreement used to purchase a boiler or other service, different complaint procedures may apply.

Please contact Discount Heating in the first instance if you are unsure.

Where your complaint concerns the finance agreement itself, we may need to refer you to, or forward the complaint to, the relevant finance provider or credit broker responsible for the finance product.

That organisation should provide details of its own complaints procedure.

Depending upon the type of finance agreement and the regulatory status of the organisation concerned, you may also have the right to refer an unresolved eligible complaint to the Financial Ombudsman Service.

The finance provider's final response should explain whether this applies to you and any applicable time limits.

14. YOUR CONSUMER RIGHTS

This complaints procedure does not replace or limit your statutory rights.

Consumers may have rights under legislation including the Consumer Rights Act 2015, including rights relating to services being carried out with reasonable care and skill.

Nothing contained within this policy seeks to exclude or restrict any rights that cannot lawfully be excluded or restricted.

15. ACCESSIBILITY

If you have difficulty making a complaint or require us to communicate with you in a particular way, please tell us.

We will make reasonable efforts to communicate in an accessible format where possible.

16. CHANGES TO THIS POLICY

We may update this Privacy, Cookie & Complaints Policy periodically to reflect:

Changes to our services
Changes to our website
Changes to third-party providers
Changes to applicable law or regulatory requirements

The latest version will be published on our website together with the date it was last updated.

CONTACT DETAILS