Marketing Preferences

Marketing is not how this company grows. Most of our work arrives through people who already know us. What follows is the complete position rather than a form of words.

1. The short version

• We do not buy, rent or otherwise obtain marketing lists.
• We do not pass your details to anyone else for their marketing. Ever.
• We do not run advertising campaigns, retargeting, or tracking of any kind.
• We contact people who have asked us to, and existing clients about services closely related to work we have already done for them.
• Every marketing message carries a way to stop it, and stopping takes effect immediately.

2. When we might contact you

If you enquire. We reply to your enquiry, and we may follow it up once if we have not heard back. That is not marketing; it is answering you. If the enquiry goes no further, the thread is closed and deleted at the end of the retention period in our Privacy Policy, and you hear nothing more.

If you become a client. We may occasionally write to you about services similar to those you already have — for example a maintenance option or a service we have added that is directly relevant to your system. We rely on the “soft opt-in” under regulation 22(3) of the Privacy and Electronic Communications Regulations 2003, which permits this where we obtained your details in the course of a sale and give you a means to refuse on every message. We give you that means at the point we take your details as well.

If you asked to be kept informed. We contact you as you asked, on the basis of your consent, until you tell us to stop.

Realistically: a handful of messages a year at most. We have no newsletter.

3. What is not marketing

Some messages are part of the service and continue regardless of your marketing preferences, because you need them:

• appointment confirmations and engineer visits;
• service, maintenance and inspection reminders required to keep a system compliant or a warranty valid;
• safety and security notices, including notification of a vulnerability in equipment we supplied;
• invoices, statements and contractual notices;
• changes to these policies or to our terms.

If you want these to stop, the underlying service has to stop with them; talk to us and we will explain what that means for your cover.

4. Channels

Email. The only channel we routinely use. Every message has an unsubscribe instruction.

Telephone. We do not cold call, and we do not use automated calling systems. If you are a client we may telephone you about your own system; that is service, not marketing. We screen against the Telephone Preference Service before making any call that could be construed as marketing.

Text message. Only for appointment reminders, and only if you asked for them.

Post. Rare. Screened against the Mailing Preference Service.

Social media and advertising. We do not advertise, we do not operate audience or lookalike lists, and we do not use tracking pixels.

5. How to opt out

Any of the following works, and none needs a reason:

• follow the unsubscribe instruction in the message;
• reply to the message asking us to stop;
• tell whoever you deal with here;
• use the enquiry form on this website and say so.

We act on it within three working days and in practice much sooner. You do not need to identify which list you are on — there is only one, and asking us to stop removes you from all marketing.

6. What happens after you opt out

We keep a minimal suppression record — your email address and the date — indefinitely. This is not us holding on to your data against your wishes; it is the only reliable way to make sure you are not added again by mistake, and it is expressly permitted for this purpose. It is never used for anything else, and it does not affect your service records.

Opting out of marketing does not affect your contract, your maintenance cover or the service you receive.

7. Referrals

If an existing client passes your details to us, we will say so in the first message, tell you who gave them to us, and give you the means to stop there. We do not pay for referrals and we do not operate a referral scheme.

8. Our records

We keep a record of the marketing preference you expressed and when, because the Privacy and Electronic Communications Regulations require us to be able to demonstrate it. You may ask for a copy at any time.

9. If we get it wrong

If you receive something you did not want, tell us and we will stop it and explain how it happened. You may also complain to the Information Commissioner’s Office, which enforces the marketing rules, at ico.org.uk.

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Questions about this document should be raised through our contact form. Please do not include personal data in your message.