Privacy notice

Who we are

Leak Detection Stirling is a trading name of Property Claims Loss Assessors Ltd. Property Claims Loss Assessors Ltd is the controller responsible for the personal information described in this notice.

The personal information we collect

The information we collect depends on how you contact us and which services you ask about. It may include:

• your name, telephone number, email address and postal address;
• the address or postcode of the property concerned;
• information you give us about a leak, water damage, the property or the work you need;
• appointment, survey, repair and service records;
• photographs, reports, readings and other records connected with the work;
• correspondence and notes from telephone calls, emails and messages;
• invoice, payment and transaction information, where applicable;
• information relevant to an insurance claim, where you ask us to help with one; and
• technical information about visits to our website, such as an IP address, browser or device information, referring page, advertising click identifier and consent preferences.

Please do not send information that is not needed for your enquiry. If you give us personal information about another person, you should make sure you are allowed to do so and that they understand how we may use it.

How we obtain personal information

We usually receive information directly from you when you:

• call, email or message us;
• complete an enquiry or callback form;
• ask for a quote, survey, repair or other service;
• provide information during a visit or while work is being carried out; or
• ask us to help with an insurance-related matter.

We may also receive relevant information from another person involved in the property or matter, such as a joint owner, landlord, tenant, letting agent, property manager, insurer, loss adjuster or service professional.

When you visit our website, limited technical information may be collected by our website, security, analytics and advertising systems. Where a technology requires consent, it should operate only if you choose to allow it through the website's consent controls.

When we need information from you

You do not have to make an enquiry or use our services. If you do, we need enough contact and property information to respond, assess what is required and provide the service. We may also need information to meet legal, regulatory, accounting or insurance requirements.

If you do not provide information that is reasonably required, we may be unable to respond fully, provide a quote, accept a booking, carry out the work or assist with an insurance-related matter. We will tell you when particular information is required.

Google Ads, analytics and cookies

We use Google Ads to advertise our services. If you consent to advertising measurement technologies, Google may receive information such as an advertising click identifier and information showing that a call or form enquiry took place. We use this to understand whether an advert led to an enquiry and to assess campaign performance.

We do not use information submitted through our enquiry forms to build remarketing audiences, and we do not sell personal information.

We also use Umami to understand how the website is used. Umami does not use cookies or store visitors' IP addresses. It uses limited technical information to generate an anonymous session identifier and provides statistics such as page views, referring pages, device types and approximate country. We do not use Umami to identify individual visitors.

The website's Cookie Settings explain which optional technologies are in use and allow you to accept, reject or change your choices.

Who we share personal information with

We only disclose personal information where it is necessary for the service, our administration or a legal requirement. Depending on the circumstances, recipients may include:

• people and organisations involved in assessing, attending or completing the work you asked about;
• insurers, loss adjusters, property managers or other parties involved in an insurance or property matter, where relevant and authorised;
• website hosting, content delivery, form processing, email, telephone, document storage, accounting and other business service providers acting on our behalf;
• Google, where you have consented to relevant advertising measurement;
• our website analytics provider;
• professional advisers, including accountants, solicitors and compliance advisers; and
• regulators, courts, law-enforcement bodies or other authorities where we are required or permitted to disclose information.

We require service providers acting as processors to handle personal information only for agreed purposes, keep it secure and comply with applicable data protection requirements.

International transfers

Some technology providers may process personal information outside the UK. This may include Google, our website analytics provider and other suppliers supporting the website or our business systems.

Where personal information is transferred outside the UK, we use an applicable legal safeguard. This may include transferring information to a country covered by UK adequacy regulations or using approved contractual safeguards such as the UK International Data Transfer Agreement or UK Addendum.

You can contact us if you would like more information or a copy of the applicable safeguards used for a particular transfer.

How long we keep personal information

We do not keep personal information indefinitely. We retain it only for as long as it is needed for the purpose for which it was collected, including any contractual, accounting, regulatory, insurance or legal requirements.

Enquiries that do not become booked work

One month after the initial contact.

Customer, appointment, survey and completed-job records

Six years after completion or the end of the customer relationship.

Complaints, disputes and records relevant to a legal claim

Six years after closure, or longer where a claim or legal hold requires it.

Insurance-related files

Six years after closure, or longer where a claim or legal hold requires it.

Invoices, payments and accounting records

Six years from the end of the company financial year to which they relate, or longer where the law requires it.

Website security and diagnostic logs

90 days unless needed to investigate an incident.

Umami analytics records

One year for statistical purposes.

Google Ads measurement records

One year for statistical purposes, unless a shorter period is configured in the relevant service.

Website consent records

One year after the preference was recorded, or longer where needed to demonstrate compliance or resolve a dispute.

When information is no longer required, we securely delete or anonymise it. Backups may retain information for a limited additional period before it is overwritten in the normal backup cycle.

How we protect personal information

We use appropriate organisational and technical measures to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. Access is limited to people who need the information for their work.

No internet or storage system is completely secure. If a personal data breach occurs, we will assess it and notify affected people and the Information Commissioner's Office where the law requires us to do so.

Your rights

Depending on the circumstances and the lawful basis being used, you may have the right to:

• ask for a copy of your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to delete your information;
• ask us to restrict how we use it;
• receive certain information in a portable format;
• withdraw consent where processing depends on consent; and
• object to direct marketing at any time.

These rights are not absolute and may not apply in every situation. We may need to confirm your identity before acting on a request.

To exercise a right, contact info@leakdetectionstirling.co.uk. We normally respond within one month. We will tell you if we need longer or cannot fulfil all or part of a request.

Automated decisions

We do not use personal information to make solely automated decisions that have legal or similarly significant effects on you.

Complaints

Please contact us first if you have a concern about how we use personal information. We will try to resolve it.

You also have the right to complain to the Information Commissioner's Office, the UK's data protection regulator.