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Privacy Policy

Last updated: 25/06/2026

This privacy policy explains how Stibbons Gas (“we”, “us” or “our”) collects, uses, stores and protects your personal information when you visit our website, request a quote, book a service or otherwise interact with us. We are committed to protecting your privacy and handling your data in an open and transparent manner, in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

1. Who we are

Stibbons Gas is a Gas Safe registered heating and plumbing business providing boiler installation, servicing, repairs and related domestic gas services. For the purposes of data protection law, we are the “data controller” responsible for your personal information.

Our contact details are:

  • Business name: Stibbons Gas Limited
  • Address: Bankside 300 Peachman Way, Broadland Business Park, Norwich, NR7 0LB
  • Email: mail@stibbonsgas.co.uk
  • Telephone: 01603 905015
  • Gas Safe registration number: 529771
  • ICO registration number: Under Application (25/06/2026)

If you have any questions about this policy or how we handle your data, you can contact us using the details above, or by email at mail@stibbonsgas.co.uk.

2. Information we collect

We only collect personal information that we need in order to respond to your enquiries and provide our services. Depending on how you interact with us, this may include:

  • Contact details — your name, email address, telephone number and postal/property address.
  • Booking and service details — the service you are requesting, your preferred appointment date and time, details about your property, boiler or heating system, and any access information you provide.
  • Communications — the content of messages you send us through our online booking form, by email, telephone or other channels, together with our replies.
  • Payment information — where relevant, details needed to take payment or issue an invoice. Card payments are processed by our payment provider; we do not store full card details on our systems.
  • Technical and usage data — information collected automatically when you use our website, such as your IP address, browser type, device information, the pages you visit and how you interact with the site (see sections 6 and 7 on analytics and cookies).

We do not intentionally collect special category data (such as health information). Please do not send us sensitive personal information unless it is necessary for us to carry out work safely at your property.

3. How we use your information and our lawful basis

Under UK GDPR we must have a lawful basis for processing your personal data. We use your information for the following purposes:

  • To respond to enquiries and provide quotes — lawful basis: our legitimate interests in responding to and managing potential customers, and/or taking steps at your request prior to entering into a contract.
  • To arrange and carry out bookings and services — lawful basis: performance of a contract with you.
  • To take payment and keep financial records — lawful basis: performance of a contract and compliance with our legal obligations (for example tax and accounting requirements).
  • To meet safety and regulatory obligations — lawful basis: legal obligation (for example Gas Safe record-keeping and the issuing of gas safety certificates).
  • To improve our website and understand how it is used — lawful basis: your consent for non-essential analytics cookies (see sections 6 and 7).
  • To send service reminders or marketing (where applicable) — lawful basis: consent, or our legitimate interests where permitted by law. You can opt out at any time.

4. Online booking

Our website allows you to request or book an appointment online. When you submit a booking request, the details you provide (such as your name, contact details, address and the service required) are sent to us so that we can contact you, confirm availability and arrange the work.

Our online booking is provided using Commusoft. Information you submit is processed in order to manage your appointment and is shared with that provider only to the extent necessary to operate the booking service. We use the information solely to deliver the service you have requested and for the related purposes set out in this policy.

5. How we share your information

We do not sell your personal information. We only share it where necessary, including with:

  • Service providers and contractors who help us run our business — for example our website host, online booking provider, IT support, email provider and accountant — who act on our instructions as data processors.
  • Payment providers who process payments on our behalf.
  • Regulatory bodies and authorities, such as the Gas Safe Register or HMRC, where we are legally required to do so.
  • Professional advisers and insurers where necessary, and any party in connection with the sale or reorganisation of our business.

Where we use third-party processors, we put appropriate agreements in place to ensure your data is kept secure and used only for the purposes we specify.

6. Google Analytics

We use Google Analytics, a web analytics service provided by Google, to help us understand how visitors use our website — for example which pages are most popular and how people find us. This helps us improve the site and our services.

Google Analytics uses cookies and similar technologies to collect information such as your IP address (which may be truncated/anonymised), device and browser type, and your activity on our site. This information is processed in aggregate and we do not use it to identify individual visitors.

Analytics cookies are only set after you give your consent via our cookie banner. Google may process this data on servers outside the UK; where it does, appropriate safeguards (such as standard contractual clauses) are in place. You can find out more in Google’s Privacy Policy, and you can opt out of Google Analytics across all websites using the Google Analytics Opt-out Browser Add-on.

7. Cookies and your choices

Cookies are small text files placed on your device when you visit a website. We use cookies to make our website work properly and, with your consent, to measure how it is used.

We group the cookies we use into the following categories:

  • Strictly necessary cookies — required for the website and booking system to function. These do not require consent.
  • Analytics/performance cookies — such as Google Analytics, which help us understand how the site is used. These are only set with your consent.

When you first visit our website you will see a cookie consent banner allowing you to accept or reject non-essential cookies. You can change or withdraw your consent at any time by clearing cookies in your browser or by using the cookie settings on our website. Most browsers also let you block or delete cookies through their settings; however, blocking strictly necessary cookies may affect how the site works.

8. How long we keep your information

We keep your personal information only for as long as necessary for the purposes set out in this policy and to meet our legal, accounting and regulatory obligations.

  • Enquiry and quote details that do not lead to work are typically retained for a limited period and then deleted.
  • Customer, job and financial records are generally retained for at least 6 years to meet HMRC and insurance requirements.
  • Gas safety and installation records are retained in line with our regulatory and warranty obligations.

When we no longer need your information, we will securely delete or anonymise it.

9. How we protect your information

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse or alteration. These include secure hosting, access controls and limiting access to personal data to those who need it. While we take reasonable steps to protect your information, no method of transmission over the internet is completely secure.

10. Your rights

Under data protection law, you have a number of rights in relation to your personal information:

  • The right to be informed about how we use your data (which this policy provides).
  • The right of access — to request a copy of the personal data we hold about you.
  • The right to rectification — to have inaccurate or incomplete data corrected.
  • The right to erasure — to ask us to delete your data in certain circumstances.
  • The right to restrict or object to processing in certain circumstances.
  • The right to data portability.
  • The right to withdraw consent at any time where we rely on consent.

To exercise any of these rights, please contact us using the details in section 1. We will respond within one month. There is normally no charge for exercising your rights.

11. Complaints

If you are unhappy with how we have handled your personal information, please contact us first so we can try to put things right. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection:

  • Website: https://ico.org.uk
  • Helpline: 0303 123 1113
  • Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

12. Third-party links

Our website may contain links to other websites. This privacy policy applies only to our website, so we encourage you to read the privacy policies of any other sites you visit. We are not responsible for the content or privacy practices of third-party websites.

13. Changes to this policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated “Last updated” date.

This policy was last updated on 25/06/2026.