1. Who we are

This website is run by GRS Insulation Limited ("we", "us", "our"), a company registered in England and Wales, number 12292953. Our registered office and trading address is 7 Morton Carr Lane, Nunthorpe, Middlesbrough, England, TS7 0JU.

We are the data controller for the personal information described in this policy. We are registered with the Information Commissioner's Office (ICO), registration number ZA794145.

If you have any questions about your personal information, please contact Gary Finnegan, Managing Director, at info@grsinsulation.co.uk, on 01642 433287, or by post at the address above.

2. The information we collect

• Contact details: your name, address, email address, phone number, and anything you write in our contact form or send us by email, phone or social media.
• Property details: your address, the type of property, photos, survey information and details of the work you want.
• Photos and videos: photos and videos taken during surveys, installations and completed works for quality assurance, certification, warranty and record-keeping purposes, and, where appropriate, used in our promotional content.
• Finance details: if you apply for finance, personal details, information about your income and financial circumstances, and details of your project. These are collected directly by the finance provider through its secure application process.
• Contract and payment records: quotes, designs, orders, invoices, warranties and payments.
• Communications: emails, messages and notes of calls between us. We do not record calls.
• Website information: your IP address, device and browser details and how you use our website, collected through cookies and similar technologies (see section 8).

3. How we use your information and why

• To respond to your enquiry, provide quotes and designs, carry out surveys and install your measures. We use your contact and property details. Our lawful basis is taking steps at your request before a contract, and performing a contract with you.
• To carry out and invoice work, and to provide warranties and aftercare. We use your contract and payment records. Our lawful basis is performing a contract with you.
• To apply for the Boiler Upgrade Scheme on your behalf, where you are eligible for a heat pump installation.Our lawful basis is performing a contract with you.
• To introduce you to finance providers and support your application. We use your contact, property and quote details. Our lawful basis is taking steps at your request before a contract, and our legitimate interests in arranging finance for our customers.
• To register installations and meet our certification, audit and consumer protection requirements, including with TrustMark, MCS, NAPIT and RECC. Our lawful basis is legal obligation and our legitimate interests in operating as a certified business.
• To meet other legal and regulatory obligations, including keeping records of sales, finance introductions and complaints. Our lawful basis is legal obligation.
• To keep our website secure and understand how it is used. Our lawful basis is our legitimate interests, and your consent for any non-essential cookies.

We do not send marketing emails or texts, and we do not make marketing calls. If this changes, we will update this policy and ask for your consent where the law requires it.

Photographs and videos

We take photographs and videos during surveys, installations and completed works for quality assurance, certification, warranty and record-keeping purposes.

We may also use photographs and videos of completed installations on our website and social media platforms, including reels, to demonstrate our services. We do not intentionally disclose customers' names, addresses or other personal information in promotional content. Where photographs or videos identify individual customers or contain personal information, we will make sure we have an appropriate lawful basis before publishing, and we will obtain your consent where required. We take reasonable steps to avoid publishing customers' personal details without their permission. You can ask us to remove content featuring you at any time.

Our leaflets are delivered unaddressed and do not use your personal information.

4. Finance

We offer finance through our finance partners. GRS Insulation Limited (Financial Services Register No. 1038684) is an Introducer Appointed Representative of Hometree Finance, a trading name of HTG Finance Limited (Financial Services Register No. 825534), and of Shermin Finance Limited (Financial Services Register No. 727594). Both are authorised and regulated by the Financial Conduct Authority. The lender providing your finance will be named on your credit agreement.

Our website provides a finance calculator operated by Stax, a Shermin Finance service, which allows you to view illustrative finance repayment options.

If you choose to proceed with a finance application, your personal and financial information may be collected directly by the relevant finance provider through its secure application process. The provider will use your details to assess your application, which may include credit and identity checks. We do not make lending decisions. The finance providers are separate data controllers and process application information in accordance with their own privacy policies:

• Hometree Finance: https://hometreefinance.co.uk/privacy-policy
• Shermin Finance and Stax: https://www.staxpay.co.uk/privacy-policy

5. Who we share your information with

• Our finance partners, Hometree Finance and Shermin Finance, as described above
• The administrator of the Boiler Upgrade Scheme (Ofgem), where we apply for a grant on your behalf
• Sub-contractors, as described below
• Certification and scheme bodies, where required:
  • TrustMark, for registration, compliance, complaints and scheme administration
  • MCS, for the certification and registration of eligible solar PV and heat pump installations
  • NAPIT, our certification body, for certification, audits, inspections and complaints
  • RECC, for consumer protection, compliance and complaints
• Suppliers who process information for us under contract:
  • Zoho (CRM and accounting, including Zoho CRM and Zoho Books)
  • OpenSolar (solar quotations and designs)
  • Easy MCS (MCS documentation)
  • Webador (website hosting)
  • Our email provider
  • Banks and payment providers, where we take or receive payments
• Social media platforms (Facebook and Instagram, run by Meta), where you message us through them or where we publish content on them
• Our insurers, accountants and professional advisers
• Regulators, law enforcement and other authorities, where the law requires it

We do not sell your personal information.

Sub-contractors and installation teams

We use approved sub-contractors to carry out surveys, installations and remedial works on our behalf. They represent GRS Insulation Limited when working for our customers. Customer enquiries, appointments and communications are normally managed through our office.

Sub-contractors are given customer and property information (such as your name, address and phone number) only where necessary to complete their work. They are required to treat this information confidentially, use it only for authorised GRS Insulation Limited work, and protect it against unauthorised access or disclosure. GRS Insulation Limited remains responsible for managing customer information under its control.

6. International transfers

We store your customer information in the UK. If we ever need to transfer it outside the UK, we will make sure appropriate safeguards are in place and update this policy.

7. How long we keep your information

We keep customer information only for as long as reasonably necessary for the purposes for which it was collected, including contractual, legal, warranty and regulatory obligations. Our general retention periods are:

• Enquiries that do not proceed: 12 months after the last contact
• Completed installations and customer contracts: 6 years after completion, unless longer retention is necessary
• Warranty and guarantee records: for the duration of the applicable warranty, which may be up to 25 years
• MCS, TrustMark and certification records: for the period required by the relevant certification scheme, including any applicable audit and compliance requirements
• Finance introduction records: generally 6 years, subject to applicable regulatory requirements
• Customer complaints and disputes: generally 6 years after resolution, or longer where reasonably necessary for ongoing legal or regulatory matters
• Previous ECO4 installations: records are kept where necessary to meet applicable scheme, funding, warranty, audit or legal obligations
• Social media content featuring you: until you ask us to remove it, or we stop using it

Once information is no longer required, it will be securely deleted or anonymised.

8. Cookies

Our website may use cookies and similar technologies that are necessary for the website to function correctly and provide a secure browsing experience. These essential cookies do not require consent under applicable UK cookie regulations.

If we introduce analytics, advertising or other non-essential cookies in the future, we will update this information and obtain consent where required by law.

9. Your rights

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 or incomplete
• ask us to delete your information in certain circumstances
• ask us to restrict how we use it
• object to how we use it
• withdraw your consent at any time where we rely on it, including for the use of your photos, videos or reviews in our promotional content
• ask for your information in a format you can move to another provider
• not be subject to decisions made solely by automated means that significantly affect you (we do not make these decisions, but a finance provider's credit assessment may involve automated processes, as explained in their privacy notice)

To use any of these rights, contact us using the details in section 1. We will respond within one calendar month, which in some circumstances the law allows us to extend.

10. Complaints

If you are unhappy with how we have used your personal information, please contact us first at info@grsinsulation.co.uk, on 01642 433287, or by post at 7 Morton Carr Lane, Nunthorpe, Middlesbrough, England, TS7 0JU. Gary Finnegan, Managing Director, is the main contact for data protection complaints. We will acknowledge your complaint within 3 to 5 working days and respond within one calendar month where it concerns a request to use your rights under UK GDPR, subject to any extensions the law allows.

Our general complaints procedure is at www.grsinsulation.co.uk/complaints.

You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

11. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.