Privacy policy

Who is responsible for your information

Prime Heating & Renewables Ltd is the data controller. Our company number is SC885808 and our registered office is Beechwood, Low Causeway, Dunfermline, United Kingdom, KY12 8HN.

Information we collect

When you contact us or submit an appointment request, we may collect your name, phone number, email address, postcode, requested service, preferred date and time, boiler or heat pump make and model, fault or error code, any notes you provide, and any photos you choose to upload. If you become a customer, we may also hold your service address, job records, quotations, invoices, payment records and communications.

The website and hosting service may also process limited technical information, such as your IP address, browser information and request timestamps, for security, delivery and anti-spam purposes.

How and why we use it

• To respond to your enquiry and take steps you request before entering into a contract.
• To arrange appointments, provide services, manage quotations, invoices and payments, and fulfil our contract with you.
• To keep appropriate financial, safety and business records where we have a legal obligation.
• To protect the website, prevent abuse and manage our service where this is necessary for our legitimate interests and does not override your rights.

We do not sell your personal information and we do not add enquirers to a marketing list. If you send a heat-pump enquiry, we use your details only to respond to that enquiry and, where appropriate, discuss or arrange the requested service.

Who receives your information

Appointment requests and any photos you upload are sent through our UK website and email hosting provider, Krystal, so we can respond. Uploaded photos are attached to the enquiry email rather than saved in a public website folder. We may also use trusted IT, accounting and professional service providers where necessary to run the business. We may disclose information when required by law, a regulator, a court, our insurer or law-enforcement authorities.

This website loads typefaces supplied by Google Fonts. When these load, Google may receive technical information such as your IP address and browser details. WhatsApp, Instagram and Gas Safe Register links only take you to those services when you choose to open them; their own privacy policies then apply.

How long we keep it

Enquiries and uploaded photos that do not lead to work are normally kept for up to 12 months after the last contact. Customer, job, invoice and payment records are normally kept for up to six years where needed for tax, accounting, warranty, safety or legal purposes. Some records may be kept longer if a law, dispute, warranty or insurance requirement applies.

Anti-spam request timestamps are used for a 15-minute rate-limit window. Our hosting provider may retain security and server logs under its own standard retention arrangements.

Cookies

We do not currently use advertising or analytics cookies on this website. Essential hosting and security technologies may be used to deliver and protect the site. We will update this policy and provide any required choices before adding non-essential cookies.

Your rights

Depending on the circumstances, you may have rights to access, correct, erase or restrict the use of your personal information, receive a portable copy, or object to particular uses. You can also complain to the Information Commissioner’s Office.

Visit ico.org.uk/make-a-complaint for information about making a complaint.

Contact

For a privacy question or to exercise your rights, email info@primeheating-renewables.co.uk or call 07861 908 179.

Last updated: 27 August 2026.