Privacy & Cookie Policy

Last updated: 1 September 2026

Croston Plumbing & Heating respects your privacy and is committed to protecting your personal information.

This Privacy & Cookie Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, request a quotation, make an enquiry, use our services or otherwise interact with Croston Plumbing & Heating.

It also explains how we use cookies and similar technologies on our website.

1. Who We Are

For the purposes of UK data protection law, the data controller is:

Croston Plumbing & Heating
Unit G, Grove Mill Industrial Estate
Eccleston
Lancashire
United Kingdom

Website: www.crostonplumbing.co.uk
Email: info@crostonplumbing.co.uk
Telephone: 01257 452 879

If you have any questions about this policy or how we handle your personal information, please contact us using the details above.

2. Personal Information We May Collect

The information we collect depends on how you interact with us.

It may include:

• Your name
• Home or property address
• Email address
• Telephone number
• Information you provide through website forms
• Details about your property
• Details about your boiler, heating system, bathroom or plumbing requirements
• Photographs or information you provide to help us assess work
• Appointment and survey information
• Quotations and estimates
• Details of services or work requested
• Customer service communications
• Information provided through telephone calls, emails or live chat
• Payment and transaction information
• Marketing preferences
• Website usage and analytics information
• IP address and approximate location derived from it
• Device and browser information
• Advertising and conversion information
• Cookie and tracking preferences

Where you become a customer, we may also hold information relating to work carried out at your property, invoices, guarantees, warranties and other records required to provide and administer our services.

3. How We Collect Your Information

We may collect personal information when you:

• Complete a contact or quotation form on our website
• Request a boiler quote
• Request a bathroom survey or quotation
• Request information about heating, plumbing or other services
• Telephone us
• Email us
• Use our website live-chat service
• Book an appointment
• Request or accept a quotation
• Become a Croston Plumbing & Heating customer
• Make a payment
• Communicate with one of our employees or engineers
• Respond to marketing communications
• Leave a review or provide feedback
• Interact with our online advertising
• Visit or browse our website

Some information may also be collected automatically through cookies, analytics tools and similar technologies.

Where permitted by law, we may also receive information from third parties, including service providers, advertising platforms, referral sources and other organisations involved in delivering or administering services requested by you.

4. How We Use Your Personal Information

We may use your personal information to:

• Respond to enquiries
• Provide quotations and estimates
• Arrange home surveys and appointments
• Assess your heating, plumbing or bathroom requirements
• Provide plumbing, heating, boiler, bathroom and related services
• Contact you about appointments or work
• Process payments and administer customer accounts
• Manage guarantees and warranties
• Maintain records of work completed
• Provide customer service
• Deal with complaints or queries
• Improve our services
• Operate and improve our website
• Measure website performance
• Understand how customers find and use our website
• Measure the performance of advertising campaigns
• Prevent fraud and protect our website and business
• Maintain appropriate business and financial records
• Comply with legal and regulatory requirements
• Send marketing communications where we are permitted to do so

We will only use personal information where we have an appropriate lawful basis.

5. Our Lawful Bases for Processing

Depending on the circumstances, we may rely on one or more of the following lawful bases.

Contract

We may process your information where this is necessary to provide a quotation, take steps at your request before entering into a contract or provide services you have asked us to perform.

For example, we need your contact and property information to arrange an appointment and provide plumbing or heating services.

Legitimate Interests

We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms.

These interests may include:

• Responding to customer enquiries
• Managing customer relationships
• Improving our services
• Maintaining business records
• Protecting our business and website
• Understanding the performance of our services
• Handling complaints
• Measuring business performance

Where required, we consider the impact of this processing on your privacy.

Legal Obligation

We may process information where necessary to comply with legal, tax, accounting, regulatory, safety or other obligations applying to our business.

Consent

Where consent is required, we may rely on your consent.

This may include certain marketing activities and the use of non-essential website cookies and tracking technologies.

You can withdraw your consent at any time.

6. Website Enquiries and Quote Forms

When you complete a form on our website, we use the information you provide to respond to your enquiry and assess the services you are interested in.

Depending on the form, we may ask for information such as your:

• Name
• Telephone number
• Email address
• Postcode or property address
• Property type
• Existing boiler or heating system
• Number of bathrooms
• Hot-water or heating requirements
• Bathroom requirements
• Details of the work required

We may contact you by telephone, email or other appropriate means to discuss your enquiry.

Providing information through an enquiry form does not necessarily create a contract with Croston Plumbing & Heating.

7. Telephone, Email and Live Chat

If you contact us by telephone, email or live chat, we may retain information from the conversation where reasonably necessary to respond to your enquiry, provide our services or maintain appropriate business records.

Our website may use Tawk.to to provide live-chat functionality.

Information entered into live chat may be processed by Tawk.to as part of providing this service.

8. Payments

Where you make a payment, payment information may be processed by the relevant payment provider.

Our website may support payment technologies including Apple Pay.

We do not necessarily receive or store your complete card or payment credentials when payments are processed by an external payment provider.

Payment providers operate under their own privacy and security arrangements.

9. Marketing

Where permitted by law, we may contact existing or prospective customers about Croston Plumbing & Heating services, offers or information that may be relevant to them.

Where consent is required, we will obtain it before sending marketing.

You can ask us to stop sending marketing communications at any time by:

• Using an unsubscribe option included in a marketing message; or
• Contacting us at info@crostonplumbing.co.uk.

Stopping marketing communications does not prevent us from contacting you about an existing quotation, appointment, contract, service, payment, guarantee or other necessary customer-service matter.

10. Website Analytics

We use website analytics technologies to understand how visitors use our website and to help us improve its performance.

Google Analytics 4

Our website uses Google Analytics 4, provided by Google LLC.

Google Analytics may collect information including:

• Number of website users
• Pages visited
• Session information
• Website interactions
• Device and browser information
• Usage data
• Cookies and similar identifiers

Google Analytics cookies identified on our website may include:

_ga – up to 2 years
ga* – up to 2 years

Google states that IP addresses are used at collection time by Google Analytics 4 and discarded before the data is logged in a data centre or server.

Where required, Google Analytics will only operate after the appropriate cookie consent has been obtained.

WordPress Stats

Our website may also use WordPress Stats, provided by Automattic Inc., to help us understand website usage and performance.

11. Advertising and Conversion Tracking

We advertise Croston Plumbing & Heating online and may use advertising technologies to understand whether our advertising leads to enquiries or other actions.

These technologies may include:

Google Ads Conversion Tracking

Google Ads Conversion Tracking helps us understand whether someone who interacted with one of our advertisements subsequently completed an action on our website.

For example, this may help us measure whether an advertising campaign resulted in a website enquiry.

Google Ads Enhanced Conversions

Where enabled, enhanced conversions may securely send hashed first-party conversion information to Google to improve conversion measurement.

Depending on the enquiry and information provided, this could include information such as:

• Name
• Email address
• Telephone number
• Address or other contact information

Google Ads Remarketing and Advertising Features

Where enabled and where you have provided the necessary consent, Google advertising technologies may help us:

• Measure advertising performance
• Understand advertising interactions
• Build advertising audiences
• Show more relevant advertising to previous website visitors

Advertising cookies and tracking technologies will only be used where permitted under applicable law and, where required, after appropriate consent has been obtained.

12. Who We May Share Your Information With

We do not sell your personal information.

We may share information where reasonably necessary with organisations that help us operate our business or deliver services.

These may include:

• Website and hosting providers
• IT and software providers
• Customer-management and business-management systems
• Payment providers
• Accountants and professional advisers
• Manufacturers and suppliers where necessary for warranties or products
• Engineers, contractors or service partners involved in providing the requested service
• Marketing and advertising service providers
• Analytics providers
• Email and communications providers
• Finance providers where you request finance
• Regulatory, governmental or law-enforcement bodies where legally required

We require organisations processing personal information on our behalf to handle it appropriately and in accordance with applicable data protection requirements.

13. International Data Transfers

Some of the technology providers used by our website or business may process information outside the United Kingdom.

For example, some providers identified through our website technologies operate in the United States or other countries.

Where personal information is transferred internationally, we take reasonable steps to ensure an appropriate legal mechanism or safeguard applies where required by UK data protection law.

Depending on the provider and destination, this may include applicable adequacy regulations or approved contractual safeguards.

You can contact us if you require further information about international transfers relating to your personal information.

14. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, regulatory, accounting, warranty, insurance and business requirements.

The appropriate retention period depends on factors including:

• The type of information
• Why it was collected
• Whether you became a customer
• Whether the information relates to completed work
• Guarantee or warranty requirements
• Legal and regulatory obligations
• Accounting and taxation requirements
• Whether information is required to establish, exercise or defend legal claims

When information is no longer reasonably required, it may be securely deleted or anonymised.

15. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, loss or destruction.

Access to personal information is limited to employees, contractors and service providers who reasonably require access to perform their role or provide services.

However, no website, internet transmission or electronic storage system can be guaranteed to be completely secure.

16. Your Data Protection Rights

Depending on the circumstances and the lawful basis we rely upon, UK data protection law may give you rights relating to your personal information.

These can include the right to:

• Ask us for access to personal information we hold about you
• Ask us to correct inaccurate or incomplete information
• Ask us to erase your personal information in certain circumstances
• Ask us to restrict the processing of your information in certain circumstances
• Object to certain processing
• Receive certain information in a portable format where applicable
• Withdraw consent where processing is based on consent

Some rights are subject to conditions and exemptions under data protection law.

Your Right to Object

You have the right to object to certain uses of your personal information where we rely on legitimate interests.

You also have the right to object at any time to the use of your personal information for direct marketing.

To exercise your rights, contact:

info@crostonplumbing.co.uk

We may need to verify your identity before completing certain requests.

17. Withdrawing Consent

Where we rely upon your consent, you may withdraw that consent at any time.

For marketing, you can use the unsubscribe option provided or contact us.

For cookies and tracking technologies, you can change your preferences using the cookie/privacy controls available on our website.

Withdrawing consent does not affect processing that was lawful before the consent was withdrawn.

18. Complaints

If you have concerns about how Croston Plumbing & Heating handles your personal information, please contact us first so that we can investigate.

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

Information about making a data protection complaint is available from the Information Commissioner’s Office.

Cookie Policy

19. What Are Cookies and Tracking Technologies?

Cookies are small files stored on your computer, smartphone or other device when you visit a website.

We may also use similar technologies, including scripts, tags, pixels and other technologies that store information on or access information from your device.

Together, these technologies help websites operate, remember preferences, measure usage and, where permitted, support advertising.

Some cookies are set directly by our website. Others may be provided by third-party services used on our website.

20. Necessary Cookies

Necessary cookies and technologies are used to provide functions that are required for our website or services to operate.

These may include technologies associated with:

• Website functionality
• Security
• Forms
• Payment functionality
• Consent preferences

Necessary technologies identified in connection with our website include services provided by Elementor Ltd. and, where applicable, Apple Pay provided by Apple Inc.

Strictly necessary cookies may operate without consent where permitted by law because they are required to provide a service requested by the user.

21. Functionality Cookies

Functionality cookies help provide additional website features.

Our website uses Tawk.to for live-chat functionality.

Cookies identified in connection with Tawk.to may include:

TawkConnectionTime – session
previousNav – indefinite
tawk_uuid_* – approximately 7 months
tawk_uuid_propertyId – approximately 6 months
twk_idm_key – session
twk_token_* – session

Tawk.to may process usage information, cookies and information communicated through the live-chat service.

22. Experience Technologies

Our website uses Elementor technology, including website forms.

When you submit information through a form, Elementor-related technology may process:

• Information communicated through the form
• Usage data
• Cookies or similar technologies

Information submitted through a Croston Plumbing & Heating form is also handled in accordance with the Privacy Policy above.

23. Analytics Cookies

Analytics technologies help us understand website traffic and how visitors interact with our website.

These may include:

Google Analytics 4

Google Analytics cookies may include:

_ga – approximately 2 years
ga* – approximately 2 years

These technologies may process usage data, session statistics and information about website visitors.

WordPress Stats

WordPress Stats may use technologies including:

tk_tc – session

These analytics services help us improve our website and understand how it is being used.

24. Advertising and Marketing Cookies

Where you provide consent, advertising technologies may be used to measure advertising performance and support online advertising.

Our website or advertising activities may use Google technologies including:

• Google Ads Conversion Tracking
• Google Ads Enhanced Conversions
• Google Ads Remarketing
• Google Analytics Advertising Reporting Features
• Other Google advertising technologies that are enabled for our advertising activities

Depending on the particular Google service, cookies identified by our cookie-management system may include:

• IDE
• gcl*
• test_cookie
• _gcl_au
• _gcl_aw
• gac*
• NID
• Other Google advertising identifiers

Their duration varies depending on the cookie and service, from session or short-duration cookies to cookies lasting several months or, in some cases, up to approximately two years.

Advertising and marketing cookies are not required for the basic operation of our website.

Where consent is legally required, these technologies should not be activated until you have given the relevant consent through our cookie-management system.

25. Cookie Consent

When you visit our website, you may be given options to accept, reject or customise non-essential cookies.

You can choose whether to allow different categories of non-essential technologies.

Where consent is required, simply continuing to browse our website is not treated as consent.

You can change or withdraw your cookie consent using the privacy or cookie preferences available on our website.

Necessary cookies may remain active where they are required for the operation of the website or to provide a service you have specifically requested.

26. Managing Cookies Through Your Browser

You can also control cookies through your browser settings.

Depending on your browser, you may be able to:

• See which cookies have been stored
• Delete existing cookies
• Block certain cookies
• Block all cookies
• Control how websites use cookies

Please be aware that disabling certain necessary or functionality technologies may affect how parts of our website work.

27. Third-Party Website Technologies

Third-party technology providers identified in connection with our website may include:

• Google LLC
• Apple Inc.
• Elementor Ltd.
• Tawk.to Ltd.
• Automattic Inc.

These organisations may operate their own privacy policies explaining how they collect and process information.

Our use of third-party services may change as we update our website, analytics systems or advertising platforms.

28. Changes to This Privacy & Cookie Policy

We may update this Privacy & Cookie Policy from time to time.

Changes may be made to reflect:

• Changes to our services
• Changes to our website
• New technology or software
• Changes to advertising or analytics services
• Changes to our business practices
• Changes to legal or regulatory requirements

The latest version will be published on this page with an updated revision date.

29. Contact Us

If you have questions about this Privacy & Cookie Policy, want to exercise your data protection rights or have concerns about how we use your information, please contact:

Croston Plumbing & Heating
Unit G, Grove Mill Industrial Estate
Eccleston
Lancashire
United Kingdom

Email: info@crostonplumbing.co.uk
Telephone: 01257 452 879
Website: www.crostonplumbing.co.uk