Privacy Policy

Last updated: 25th March 2026

1. Introduction

Better Call Wes ("we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website bettercallwes.co.uk, use our services, or communicate with us.

2. Information We Collect

We collect information that you provide directly to us, including:

• Contact information: Name, email address, phone number, and postal address
• Service information: Details about your plumbing or heating issue, property address, and appointment preferences
• Payment information: Processed securely through our payment provider; we do not store complete card details
• Communication records: Records of your communications with us via phone, email, WhatsApp, or other channels
• Website usage data: IP address, browser type, device information, and pages visited (collected via Google Analytics)

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our plumbing and heating services
• Schedule appointments and communicate service updates
• Process payments and send receipts
• Respond to your enquiries and provide customer support
• Send you service reminders (e.g., annual boiler servicing)
• Improve our website and understand how visitors use it
• Comply with legal obligations and Gas Safe requirements
• Protect against fraud and unauthorised access

4. Legal Basis for Processing (UK GDPR)

We process your personal data under the following legal bases:

• Contract performance: To provide the services you've requested
• Legal obligation: To comply with Gas Safe regulations and tax law
• Legitimate interests: To improve our services and communicate with customers
• Consent: For marketing communications (you can withdraw consent at any time)

5. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information. We may share your information with:

• Service providers: Payment processors, booking systems, and analytics providers who assist in operating our business
• Gas Safe Register: When required to comply with regulatory obligations
• Legal authorities: When required by law or to protect our rights and safety
• Parts suppliers: Only the minimum information necessary to fulfil service orders

6. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Gas Safe records and invoices are retained for a minimum of 6 years as required by HMRC regulations. Customer contact details are retained for up to 7 years to support service history and warranty claims.

7. Your Rights

Under UK GDPR, you have the right to:

• Access: Request a copy of the personal data we hold about you
• Rectification: Request correction of inaccurate or incomplete data
• Erasure: Request deletion of your data (subject to legal retention requirements)
• Restriction: Request limitation on how we use your data
• Portability: Receive your data in a structured, commonly used format
• Object: Object to processing based on legitimate interests
• Withdraw consent: Withdraw consent for marketing communications at any time

To exercise any of these rights, please contact us at hello@bettercallwes.co.uk or call 07700 155 655.

8. Cookies and Tracking Technologies

We use Google Analytics to understand how visitors use our website. This involves cookies that collect anonymised information about your visit. You can control cookies through your browser settings or opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.

We also use the LeadConnector tracking pixel to measure the effectiveness of our marketing. This does not collect personally identifiable information without your consent.

9. Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

10. Third-Party Links

Our website may contain links to third-party websites (e.g., WhatsApp, Google Maps, booking systems). We are not responsible for the privacy practices of these sites. We encourage you to read their privacy policies.

11. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

13. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk.