Privacy Policy

Keystone London Group Limited
First Floor, 289 Brompton Road, Knightsbridge, London, SW3 2DY
Tel: 02033 699 999 · Email: hello@keystone.london
Effective date: 25 September 2025

1) Who we are (the short version)

We’re Keystone London Group Limited (“Keystone”, “we”, “us”), a plumbing, heating & air conditioning company. We respect your privacy and handle personal data carefully and lawfully. We’re a Data Controller for the information we collect about you. We’re registered with the UK Information Commissioner’s Office (ICO). Our registration number is available on request.

2) The information we collect

Depending on how you interact with us, we may collect:

• Contact & identity: name, address, email, phone, company/landlord details.
• Job details: service addresses, site notes, photos you share, serial numbers, warranty info, certificates (e.g., Gas Safe/G3, FGas).
• Billing: invoices, payment status, limited payment details (we use third-party processors and do not store card numbers).
• Communications: emails, messages, booking notes, feedback and survey responses.
• Website/app data: basic analytics/cookies (see Cookies section).
• Applicants/suppliers: CVs, references, insurances, certifications.

We do not intentionally collect “special category” data (e.g., medical, religion). Please don’t share it unless we ask for a clear reason.

3) Where it comes from

• Directly from you (calls, emails, forms, bookings).
• From people acting for you (managing agents/landlords/tenants).
• From engineers and subcontractors after a visit (work notes, photos).
• From public sources when needed to verify addresses or ownership (e.g., Companies House, letting listings).

4) Why we use it (lawful bases)

We only use your data where there’s a lawful basis under UK GDPR:

• Contract – to provide quotes, book visits, do the work, invoice, issue certificates and warranties.
• Legal obligation – to meet laws and standards (e.g., tax records, safety, Gas Safe/G3 documentation).
• Legitimate interests – to run and improve our business (e.g., scheduling, customer surveys, proof of work, defending legal claims). We balance this with your rights.
• Consent – for optional marketing by email/SMS. You can withdraw consent any time.

5) What we do with it

We use your information to:

• Identify you and your property; schedule and carry out works; keep you updated.
• Create and send quotes, invoices, receipts, G3/Gas Safe certificates and manufacturer warranties.
• Manage warranties, call-backs and customer support.
• Keep necessary records (tax, safety, compliance).
• Improve our services (training, quality control, basic analytics).
• Send you marketing unless opted out.

6) Who we share it with

We share only what’s needed, with:

• Engineers & vetted subcontractors (to attend and complete works).
• Suppliers & manufacturers (parts orders, warranty registration).
• Payment providers and our accounts/CRM/booking software.
• Insurers, professional advisers (only if necessary).
• Regulators or law enforcement where the law requires (e.g., HMRC, Gas Safe Register).
• Finance/credit firms only if you ask us to arrange finance.

We don’t sell your data. If we ever sell or reorganise the business, your data may transfer with it—still under this policy.

7) International transfers

Some cloud tools we use may store data outside the UK/EEA. Where this happens, we use valid safeguards (e.g., UK Addendum/Standard Contractual Clauses or an adequacy decision) to protect your information.

8) How long we keep it

We keep data only as long as needed:

• Job/financial records: up to 6 years (tax & accounting).
• Safety/warranty records (e.g., G3/Gas Safe docs): as long as reasonably required to support safety history and warranties.
• Marketing data: until you opt out or we delete inactive records.
  When it’s no longer needed, we securely delete or anonymise it.

9) Your rights

You have the right to:

• Access your data and get a copy.
• Correct inaccurate data.
• Delete data (where we don’t need it anymore).
• Restrict or object to certain processing (especially marketing—easy opt-out).
• Data portability for information you gave us.
• Withdraw consent at any time (for marketing or anything we rely on consent for).

To exercise your rights, email hello@keystone.london or write to us at the address above. We’ll respond within one month (sooner where we can).

10) Marketing

You can unsubscribe at any time by clicking the link in our emails or contacting us. We won’t spam you.

11) Security

We use reasonable technical and organisational measures to keep your data safe: access controls, encryption where appropriate, staff training, and vetted providers. No system is 100% secure, but we work hard to protect your information.

12) Cookies (website/app)

Our website may use essential cookies (to make the site work) and analytics cookies (to help us improve pages and services).

• You can control cookies via our cookie banner and your browser settings.
• Blocking some cookies may affect site features.
  For details, see our Cookie Notice (or ask us for a copy).

13) Children

Our services are not aimed at children. We don’t knowingly collect children’s data.

14) Complaints

We’d like to resolve any concerns first—please contact us at hello@keystone.london.
You also have the right to complain to the Information Commissioner’s Office (ICO):

• ico.org.uk · Tel: 0303 123 1113

15) Changes to this notice

We may update this notice to keep it accurate. We’ll post the latest version here and note the effective date.

16) Contact us (Data Protection)

Keystone London Group Limited
First Floor, 289 Brompton Road, Knightsbridge, London, SW3 2DY
Tel: 02033 699 999 · Email: hello@keystone.london