Effective date: 19 October 2026
Rapid Emergency Plumbers London Ltd (“we”, “us” or “our”) respects your privacy. This Privacy Policy explains how we collect, use, store and protect personal information when you visit emergencyplumbinginlondon.co.uk, contact us, request a quotation, book an emergency call-out, use our services or apply to work with us.
1. Who we are
Rapid Emergency Plumbers London Ltd is the controller responsible for the personal information covered by this notice.
- Company number: 17448124
- Registered office: Elmfield Park, Bromley, England, BR1 1LU
- Telephone: 0208 153 8818
- Complaints: complaints@emergencyplumbinginlondon.co.uk
- Website: emergencyplumbinginlondon.co.uk
For a privacy question or data-protection request, please contact us by telephone or write to us at the registered office above. We may ask for information to verify your identity before completing a request.
2. Personal information we collect
Depending on how you interact with us, we may collect:
- your name and contact details, such as telephone number, email address and correspondence address;
- your property or business address, postcode, access information and details of the plumbing, drainage, heating or boiler issue;
- booking, quotation, service, payment and invoice information;
- records of calls, messages, emails, enquiries, complaints and other communications with us;
- information you provide when applying for work or supplying services to us;
- technical information such as IP address, browser type, device information, approximate location, pages visited and how you use our website; and
- cookie and marketing-preference information.
Please do not send us sensitive information unless it is genuinely needed to arrange a service. If you do provide it, we will use it only where necessary, with an appropriate legal basis and suitable safeguards.
3. How we use your information
We use personal information for the following purposes:
Responding to enquiries and arranging services
We use your details to answer questions, assess an emergency, provide advice, prepare quotations, schedule engineers, communicate about appointments and deliver the requested service. The usual legal bases are taking steps at your request before a contract and performing a contract with you.
Managing customers, payments and records
We use information to administer accounts, invoices, payments, warranties, complaints, refunds, service records and insurance matters. The legal bases are performing a contract, complying with legal obligations and our legitimate interests in running and protecting our business.
Safety, quality and security
We may use information to protect customers, engineers and visitors, prevent fraud or misuse, investigate incidents, maintain website and network security, improve service quality and establish or defend legal claims. The usual legal bases are legitimate interests and compliance with legal obligations.
Marketing and website measurement
Where you have given consent, we may use cookies and similar technologies to understand website use, measure advertising and show relevant information. We may also send service updates or marketing where permitted by law. You can withdraw cookie consent at any time through the cookie settings on the website and can opt out of marketing communications by following the instructions in the message or contacting us.
Recruitment and supplier relationships
If you apply to work with us or provide services to us, we use your information to assess the application, communicate with you, complete checks, manage the relationship and meet legal obligations. We will not use applicant information for unrelated purposes without a lawful basis.
4. Lawful bases
Under UK data-protection law, we rely on one or more of the following lawful bases: performance of a contract or steps requested before a contract; compliance with a legal obligation; our legitimate interests in operating, securing and improving the business, provided those interests do not override your rights; and your consent, which you may withdraw at any time. Where we rely on legitimate interests, we will consider the impact on you and use the minimum information needed.
5. Cookies and similar technologies
Our website uses necessary cookies and similar technologies to operate, remember preferences, protect the site and keep the service secure. With your permission, it may also use analytics, advertising or conversion-measurement technologies, including services provided by Google or other advertising and measurement partners. These technologies may collect information about your device, browsing activity and interactions with adverts.
Non-essential cookies are used only where the law requires consent and you have provided it. You can change your choices through the cookie-settings control on the website or by adjusting your browser settings. Blocking necessary cookies may affect how the website works.
6. Who we share information with
We share personal information only where it is necessary, lawful and proportionate. Depending on the service, recipients may include:
- engineers, subcontractors and trusted service partners who need the information to attend or complete work;
- website hosting, security, communication, booking, customer-management, payment and IT providers acting on our instructions;
- analytics, advertising and conversion-measurement providers where you have consented to the relevant cookies;
- professional advisers, insurers, auditors, debt-recovery providers and financial institutions where necessary;
- courts, regulators, law-enforcement bodies, emergency services or other authorities where we are legally required or permitted to disclose information; and
- a buyer, investor or successor if our business or assets are reorganised or transferred, subject to appropriate confidentiality protections.
We do not sell your personal information.
7. International transfers
Some providers we use may process information outside the United Kingdom. When this happens, we use a lawful transfer mechanism, such as an adequacy decision or appropriate contractual safeguards, and take steps to protect your information. You can contact us for current information about relevant providers and safeguards.
8. How long we keep information
We keep information only for as long as it is needed for the purpose collected, to provide the service, resolve a dispute, meet tax, accounting, insurance or other legal requirements, or protect our legitimate interests. Financial, contractual and service records may normally be kept for up to seven years where needed for legal or accounting purposes. Non-converted enquiries are normally deleted or securely anonymised when they are no longer needed. Recruitment information is normally kept for no longer than six months after a decision unless a longer period is necessary or you have agreed to it.
When information is no longer required, we securely delete it or anonymise it.
9. Your rights
Subject to legal exceptions, 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 erase information;
- ask us to restrict how we use information;
- object to processing based on legitimate interests, including direct marketing;
- receive information you provided to us in a portable format, where the right applies; and
- withdraw consent at any time where processing is based on consent.
To exercise a right, contact us using the details in section 1. We aim to respond without undue delay and normally within one month. We may need to verify your identity and may explain if a lawful exemption applies.
10. Security
We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. No internet transmission or storage system is completely secure, so please take care when sending information online and contact us promptly if you believe your information has been misused.
11. Children
Our services and website are aimed at adults. We do not knowingly collect personal information from children. If you believe a child has provided information to us, please contact us so that we can review and delete it where appropriate.
12. Links to other websites
Our website may contain links to third-party websites or services. Those websites have their own privacy notices, and we are not responsible for their content or data practices. Please read their privacy information before providing personal data.
13. Changes to this policy
We may update this Privacy Policy when our services, technology or legal obligations change. The latest version will be published on this page with a revised effective date. Where a change is significant, we will provide additional notice where required.
14. Complaints
Please contact us first so that we can try to resolve your concern. For complaints about our services or the way we handle personal information, email complaints@emergencyplumbinginlondon.co.uk. Please include your name, contact details and enough information for us to investigate the issue.
Last updated: 19 October 2026