Privacy Policy
Glenburn Water Services Ltd Privacy Policy
Last updated: January 2025
1.0 Contact details
Name: Glenburn Water Services Ltd
Address:
91 Parkside Street
Rosyth
Dunfermline
Fife
KY11 2LY
Phone number: 01383 416129
2.0 Privacy notice
This Privacy Policy applies to Glenburn Water Services Ltd (referred to within this document as “us”, “our”, “we” and “Glenburn”) and “You” (otherwise referred to within this document as “user”, “enquirer” and “customer”), defined as anyone who uses this website (www.glenburnwaterservices.co.uk), enquires about our products and/or services or purchases our products and/or services.
Within this Privacy Policy, Glenburn acts as the ‘data controller’, thus we determine the purposes for and manner in which your data is processed. This Privacy Policy applies to the use, handling and storage of your personal data which has been collected by us and/or provided by you.
It should be noted that we take the protection of personal data seriously and that all personal data which is collected and stored, is done so for the sole purpose of carrying out our core business functions to the best of our ability.
As it is important that our information is accurate, please let us know of any changes regarding your personal information so that we can keep our records updated.
Please read this document in its entirety.
This document should be read alongside, or in addition to, our Terms and Conditions.
2.1 Scope of the policy
This policy applies to:
Website users (exclusively users of this website: www.glenburnwaterservices.co.uk). This Privacy Policy does not apply to any other websites or online destinations that are reached from our website (e.g., through hyperlinks). Additionally, we have no control over other websites accessed through these links, nor do we have any responsibility over their content. Users are advised to read the respective Privacy Policies of these websites prior to use.
Enquirers (individuals who reach out to enquire about our products and/or services)
Customers
As stated by the Information Commissioner’s Office (IPO):
“Personal Data only includes information relating to natural persons who:
can be identified or who are identifiable, directly from the information in question; or
who can be indirectly identified from that information in combination with other information.”
2.2 What type of information we have:
We currently collect, process, and store the following information:
Name (title (where expressly stated), first name and surname)
Address(es)
Contact details (telephone number(s), mobile number(s) and email address(es))
Property details (including - but not limited to - address, system location, property access codes, number of dwellings, average/maximum occupancy)
Water system details (including - but not limited to - supply type, average/maximum daily water usage, number of outlets, existing system details, water pressure and flow rates)
System history (notes regarding previous jobs carried out and parts used)
Website user information (including - but not limited to - IP address, information about your browser, network and devices, form submission details, pages you visited prior to coming to our website, web pages you view while on our website, clicks, internal links, pages visited, scrolling, searches and timestamps)
Preferences (in relation to marketing and cookie settings)
We do not collect, process, or store any special category data or criminal offence data.
2.3 How we get the information and why we have it:
Most personal information we process is provided to us directly by you for one of the following reasons:
a) To access/obtain our products and/or services
b) To obtain information about our products and/or services
We get information from you when you reach out or are contacted by us through email, telephone, face-to-face meetings or submission of the website contact form.
We also receive personal information indirectly, from the following sources in the following scenarios:
a) Organic referral or recommendation
b) Third-party organisations (in the case of other professionals reaching out to us for project-specific advice, estimates or other services on your behalf)
c) Publicly available information (in the case of obtaining complete and updated contact details)
d) Website cookies (information automatically collected or consented to when the user accesses, navigates and interacts with our website (www.glenburnwaterservices.co.uk))
NB: The use of analytics and performance cookies is completely optional for the website user; cookie settings can be managed using the cookies banner which appears at the bottom of the screen when first accessing the website. These preferences can be customised at any time using the ‘Customise Cookies’ link at the bottom left corner of any page on our website.
Our full Cookies Policy can be accessed here.
Under General Data Protection Regulation (GDPR), the lawful bases we rely on for processing personal information are:
a) Contractual obligation
b) Legal obligation
c) Legitimate interest
d) Consent (You can withdraw/remove your consent at any time. You can do this by contacting Kim Roberts using the number 01383 416129 or the email address info@glenburnwaterservices.co.uk)
The following outlines the purposes for which the above personal data is collected, processed and stored under each lawful basis.
2.3.1 Contractual obligation
Fulfilment of service and/or supply requirements (e.g., to design property specific water systems, communicate with customers, liaise with contractors, or navigate to site)
Fulfilment of pre-contractual requests (e.g., creating estimates or system schematics)
Invoicing
2.3.2 Legal obligation
Fulfilment of accounting, tax and/or financial legal obligations
2.3.3 Legitimate interest
Internal record keeping (this allows us to provide informed and tailored recommendations and advice based on your water system history and property characteristics)
Sending annual service reminders and/or maintenance enquiries (throughout the industry, manufacturers recommend that a full service should be carried out every year on private water systems to ensure that the effectiveness of the equipment is maintained)
Share product information regarding your water system with the aim of helping with long-term system maintenance and product durability
System specific, direct marketing (product/service marketing materials that are tailored to your system, sent only to provide upgrade options, or help with a particular problem that has previously been discussed)
Maintain website functionality and security
Website analytics (this helps us to understand and improve website functionality, design, engagement and user experience)
2.3.4. Consent
Analytics and performance cookies
(You can withdraw/remove your consent at any time. You can do this by contacting Kim Roberts using the number 01383 416129 or the email address info@glenburnwaterservices.co.uk)
2.4 What we do with the information we have:
We use your personal data in order to:
Create tailored water filtration systems that cater to your property specifications, water chemistry and long-term needs
Provide tailored advice and recommendations
Liaise with professional advisors, suppliers and contractors to find optimal solutions
Communicate with you to fully understand your requirements and provide an efficient, friendly service
Provide fast and well-informed emergency support
Invoice and follow-up payments
Fulfil accounting, tax and/or financial legal obligations
Analyse and improve our website, to ensure that users have a smooth and informative experience
Provide follow-up care for our water filtration systems, by sending service reminders and maintenance enquiries
Share useful product information to help with existing customer issues or explore options for future system upgrades
Promote new water filtration solutions to customers when directly applicable to enhancing their particular water filtration system or addressing their water problems
Obtain informed consent for future marketing materials
2.4.1 We may share this information with:
Employees
HM Revenue & Customs
Professional advisors
Technical support
Outsourced service providers
Website
We use Squarespace to host our website. Squarespace collects personal data when you visit our website, including, information about your browser, network and devices, pages you visited prior to coming to our website, web pages you view while on this website and your IP address. Squarespace needs the data to run this website, and to protect and improve its platform and services. Squarespace analyses the data in a de-personalized form.
The data collected through analytics and performance (non-essential) cookies includes - but is not limited to - IP address, web pages you visited prior to coming to this website and information about your browser, network, and device. This information may also include details about your use of this website, including clicks, internal links, pages visited, scrolling, searches and timestamps. We share this information with Squarespace, our website analytics provider, to learn about site traffic and activity.
When you submit information to our website via our contact form, we collect the data requested in the contact form in order to track and respond to your submissions. We share this information with Squarespace, so that they can provide website services to us. We also share this information with Microsoft Outlook for storage.
Our website serves font files from and renders fonts using Google Fonts and Adobe Fonts. To properly display this site to you, these third parties may receive personal information about you, including information about your browser, network, or device, information about this site and the page you’re viewing on it, and your IP address.
The Squarespace Privacy Policy can be accessed here (see Section 12).
CRM, accounting and office management software
Our CRM, accounting and office management (including email) software are all outsourced to third-party providers. Our platform hosts each prioritise the protection of personal data, subscribe to GDPR compliant practices and have strict security protocols in place.
All software providers have disclosed that they may share end-user (your) personal data with affiliated business entities, authorised third-party subcontractors and/or sub-processors. The parties to which these core service functions are outsourced are held to the same data protection standard as the main service provider, ensuring that personal data is appropriately safeguarded with high levels of security in place.
The Privacy Policy for each service provider is linked below.
Zoho (See Part II)
Data transfer outside of the EU and UK
Our website, CRM, accounting and office management/email providers all transfer personal data to “third countries”, which includes any of the countries outside of the EEA (European Economic Area), the UK and Switzerland. In compliance with GDPR, all of our service providers (Squarespace, Zoho, Sage and Microsoft) maintain compliance with the legal requirements for transferring data to third countries, ensuring that personal data is adequately safeguarded and protected.
Other third-party organisations
We may share personal data with other third-party organisations that can provide advice, direct product delivery, specialised product recommendations or a professional opinion.
2.5 How we store your information:
Your information is securely stored using filed paper and digital storage, email storage and carefully selected CRM and accounting software. Additionally, website user information and contact form submissions are stored on our website platform. To reiterate, all platforms utilised for handling and storing personal data prioritise data privacy and safeguarding.
How we keep data secure:
a) All platforms used to store personal data are only accessible to a restricted group of employees and require unique passwords to obtain access
b) All CRM, website and digitally stored data is protected with Multi-Factor Authentication protocols
c) All personal data kept on paper files is securely stored in a locked unit
d) All computers are equipped with anti-virus software and consistently updated to avoid bugs, viruses, or malware
All personal data is kept for 10 years after the date of last customer correspondence, after such time all personal data will be permanently discarded (digital files deleted and paper files shredded) or redacted. Alternatively, your personal data can be erased at your request at any time, as outlined in Section 3.0 of this Privacy Policy.
While personal data will be removed after the aforementioned period, data pertaining to the water system may be retained for record keeping purposes.
In cases where personal data is deleted, some personal data may be retained in an archive or backup data log for legal, tax or regulatory purposes.
3.0 Your data protection rights
Under data protection law, you have the following rights:
Right to be informed – You have the right to be provided with clear and concise information about what we do with your personal data.
Right of access – You have the right to ask us for copies of your personal information.
Right to rectification – You have the right to ask us to rectify information that you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Right to erasure/be forgotten – You have the right to ask us to erase your personal information in certain circumstances.
Right to restriction of processing – You have the right to ask us to restrict the processing of your information in certain circumstances.
Right to object to processing – You have the right to object to the processing of your personal data in certain circumstances.
Right to data portability – You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at 01383 416129 or info@glenburnwaterservices.co.uk if you wish to make a request.
You can find out more about your data protection rights here (ICO.org.uk) or here (Gov.uk).
To find more general information on making sure you stay safe online, please visit here (Get Safe Online).
4.0 How to complain
In the first instance, if you have any concerns or queries regarding how we collect, handle or store your data, then please contact us at 01383 416129 or info@glenburnwaterservices.co.uk.
If you have contacted us regarding the Privacy Policy and are unhappy with how your data enquiry has been handled, you can further complain to the ICO regarding your data and privacy concerns.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
5.0 Future updates and amendments
Glenburn reserves the right to update, amend or modify this Privacy Policy as the needs and/or core functions of the business require it, or as required by law. Any amendments will immediately be made available on our website (www.glenburnwaterservices.co.uk). It is deemed that you accept the terms of the Privacy Policy on first use of the website since its amendment.