Privacy Policy

Who we are

Abbey Gas (Whitby) Limited, trading as Abbey Group, is the data controller for the information described in this policy. We are registered in England & Wales, company number 08134722, and our registered office is 5 Bobbies Bank, Spring Hill, Whitby, North Yorkshire, YO21 1EF. Our trading address is 20 Skinner Street, Whitby, North Yorkshire, YO21 3AJ.

To add before publication: the VAT registration number. Abbey Group quote prices excluding VAT, so the number belongs here and in the footer.

You can contact us about anything in this policy by emailing office@abbeygroup.uk or calling 01947 821 374.

What we collect

We only ask for what we need to help you, and we tell you why at the point we ask.

• When you send an enquiry or ask for a quote: your name, phone number, email address, postcode, and whatever you tell us about the job.
• When you book online: the same details, plus the job type and appointment, taken through our booking system.
• When you join a Homecare Plan: your name, address, contact details, payment details, and information about your boiler and heating system, so we can run the Plan.
• When you visit the site: standard technical information kept by our hosting provider, such as your IP address, which is needed to deliver the site and keep it secure.

If you arrive from an advert, the enquiry you send may include the advert reference from the web address you arrived on, so we know which advert brought you to us. That is read at the moment you submit the form and is not stored on your device.

Why we use it, and our lawful basis

What we use it for	Lawful basis
Answering your enquiry and preparing a quote	Steps taken at your request before entering a contract
Booking and carrying out work, and running your Homecare Plan	Performance of our contract with you
Keeping gas and electrical safety records, and our accounts	Legal obligation
Keeping the website working and secure	Our legitimate interest in running the site
Telling you by post about other Abbey services	Our legitimate interest in a limited, non-electronic way. You can opt out at any time by contacting us.
Telling you by email, text or phone about other Abbey services	Your consent, only if you have separately told us you are happy to hear from us that way. Every message tells you how to opt out.

We keep your information secure using appropriate technical and organisational measures, including restricted access to our systems and secure hosting. No method of storing or transmitting information is completely secure, but we work to protect your information and review our arrangements regularly.

Who we share it with

We share your information with the companies that help us run the business, and with nobody else. We do not sell your information.

• GoHighLevel. Our customer relationship management system. Enquiries you send through the website arrive here so we can follow them up.
• ServiceM8. Our booking and job management system. It handles online bookings and the details of the visit itself.
• Netlify. Hosts this website. Its servers keep standard technical logs, such as IP addresses, so the site can be delivered and kept secure.
• TradeHelp Limited (company no. 03712438). Administers the Abbey Home Care Plans on our behalf, as set out in the Plan terms. Only the details needed to run your Plan are shared. This applies only if you hold a Homecare Plan.
• Meta. Runs the Meta Pixel on our advertising landing pages, which measures which adverts lead to an enquiry. Used for our own advertising only.
• Codebreak. Our marketing agency. Their tracking script on the advertising landing pages measures campaign performance for their reporting to us, and enquiries from those pages are also sent to their AI qualification system.

Some of these providers may process data outside the UK. Where they do, appropriate safeguards such as Standard Contractual Clauses are in place so your information stays protected.

We use a small number of analytics and advertising services, listed with what they do in our Cookie Policy. None of them load until you have given your consent, and you can change your mind at any time using the cookie preferences link in the footer.

How long we keep it

What	How long	Why
Enquiries that do not become a job	24 months	Long enough to pick a conversation back up, and no longer.
Customer and job records, including Homecare Plans	6 years after your last job or the end of your Plan	Set by our accounting obligations and by the records we must keep for gas and electrical safety work.

We do not keep personal information for longer than we need it.

Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you
• ask us to correct anything that is wrong
• ask us to delete information we are not required to keep
• object to, or ask us to restrict, how we use it
• ask for your information in a portable format
• withdraw your consent at any time, where we rely on consent

To use any of these, email office@abbeygroup.uk. If you are unhappy with how we have handled your information you can complain to the Information Commissioner's Office at ico.org.uk.

Cookies

See our Cookie Policy for what this site stores on your device, and how to manage your preferences.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed.