Customer Privacy Notice

1. HOW WE USE YOUR PERSONAL INFORMATION

Your personal information is used for a number of different reasons depending on what it is. We only collect what is necessary in order to provide our service to you. The tables below set out what information is collected, our purpose for collecting it and our lawful basis (why we need to collect it) in line with PIPA.

1.1 Personal Details

This is information provided when you are required to pay directly for any services. We don’t store your card details.

What we do and why	Our lawful basis
We collect your name, address and contact details so we can identify who you are when providing services to you and to ensure that our records are accurate.	As part of our contract with you.
Send updates and appointment reminders to ensure that our services are delivered in a timely manner and appointments are not missed.	Our legitimate interest to provide our services to you.
Send you service updates such as changes to our terms and conditions or service disruptions or to inform you of any changes to the services we provide.	This is a legal requirement and part of our contract with you.
Send you information about our wider services, events and resources. We like to keep you up to date and help you get the best from our services (you can find out more in the section on marketing messages below).	Our legitimate interest to provide you with information about new services, specials or events.
We may sometimes ask for your feedback about our overall service. Usually this is anonymized, but we may want to respond to your directly, if you’re unhappy with something.	Our legitimate interest to address your concerns and continue to improve our services to you.

In addition, use of your personal information may be necessary for compliance with our legal obligations to you as our Customer and to third parties.

Additionally, we may automatically obtain information about you such as your image or your vehicle registration number via our CCTV systems operating at our premises. We operate CCTV for our legitimate interests of helping to secure our premises and keep our Customers, visitors and staff safe.

1.2 Payment Information

Your personal details such as your name, address, email address, and phone number:

What we do and why	Our lawful basis
Take payments for the service we provide and give refunds where necessary as some of our services require direct payment.	As part of our contract with you.
Keeping a record of financial transactions so we know what you’ve paid for.	It’s a legal requirement.

1.3 Contact HIstory

This covers things you’ve said, whether that be via email or telephone to our employees or the ‘Contact Us’ page on our website.

What we do and why	Our lawful basis
Provide Customer service and support.	It’s up to you whether you contact us via the methods above, so it depends on the nature of your query. It could be part of our contract with you.
Improve our support services to ensure our Customer service is the best it can be.	Our legitimate interest to keep our team trained to the highest standard to provide the best possible service to you.
Resolve complaints and disputes and claims.	Our legitimate interest to resolve complaints and disputes in a timely manner and to exercise our legal rights.

We may also anonymise and/or aggregate your personal information, so you aren’t identifiable. This process may be used to facilitate the testing of our IT systems, research, data analysis, improving our website and developing new products and services.

2. How do we obtain your information

There are several ways in which we obtain your information. Most information is voluntarily provided by yourself when you contact us to enquire about our services or through conversing with our employees.

3. If you decide not to provide personal information

If you decide not to supply personal information that we have requested and as a result we are unable to provide our services, then we may be unable to enter into a relevant contract with you.

4. Who will see or use your personal information

Your personal information may be seen or used by our employees in the course of their duties or others lawfully working with us in the ordinary course of our business (for example, former employees or consultants in accordance with the terms of our contract with them).

We may also outsource some of our support services or engage consultants and others to support us (for example secretarial, marketing, courier, finance, third-party contractors or IT services). In these cases, relevant personal information would be provided to and used by the provider of such services, in accordance with the terms of our contract with them and to the extent appropriate for the performance of that contract.

5. Sharing your information

You have trusted us with your information, therefore the first thing we want to assure you of is that we do not, and shall not, sell any of your personal information to any third party.

However, we may share your personal information with the following categories of companies as an essential part of being able to provide our services to you, to fulfill our legal and professional obligations, or to undertake searches (e.g. credit searches):

Banks so that we can deal with payments and refunds where necessary.
Credit reference and fraud prevention agencies, so that we can obtain information about you and help to detect and prevent fraud.
Debt collection agencies, should you fall behind with payments for the services we provide.
Law enforcement, government and other agencies should we receive a request from them to assist with any investigations, or we deem it necessary.
Third party software providers, where we implement and you make use of our third party provided apps, your personal information will be shared to facilitate a more convenient, streamlined and more accessible process.

Third-party contractors, where they collaborate with us to fulfill the service you have requested.

We take the sharing of your personal information very seriously and only do so where necessary for the purposes set out above. Where your personal information is shared with third party software providers, we ensure that they have the appropriate personal information protection procedures, policies, and certificates in place before transferring any information.

If you would like to know more about the organizations we may share personal information with, or how to find out more on how they will use your personal information, please contact us at the details below.

6. Transfer of your personal information to other countries

In the course of carrying out the activities referred to above we may transfer your personal information to other countries, which may not have the same legal protections for your personal information as those under the PIPA or the UK / EU General Data Protection Regulations.

Where personal information is being transferred outside of Bermuda to a country that does not provide a comparable level of protection as that required by PIPA, we will take steps to ensure that your personal information is adequately protected in accordance with the Act.

7. Marketing messages

On occasion we may send you marketing messages to keep you aware of what we’re up to and to help you see and find our products and services.

If you no longer wish to receive them then you can unsubscribe via the following methods:

Click the ‘unsubscribe’ link at the bottom of any marketing email communication that we send you.
Contact us directly via unsubscribe@hhplumbingbda.com or +1 441 295 7473 and ask to be removed from our mailing list.

If you’ve asked us to stop sending any kind of marketing, we will action the withdrawal of your consent as soon as possible, although we ask that you please be patient so that we can update all of our systems. You may continue to receive messages from us whilst we process your request.

If you decide to opt-out of marketing messages, we will continue to send ‘service communications’ such as appointment reminders.

8. How long we keep your information

We will keep your personal information for as long as we need to in order to fulfil the purposes we have set out in this Privacy Notice. If you cease to be our Customer, we will still need to keep some of your personal information to meet our legal and regulatory obligations, resolve disputes, prevent fraud and abuse and to enforce our terms and conditions. We will only keep what is necessary for these purposes.

We will keep CCTV images for up to 30 days from the date of recording unless it is necessary for us to keep them for a longer period.

We may be obliged to suspend any planned destruction or deletion where legal or regulatory proceedings require it or where proceedings are underway such as require the personal information to be retained until those proceedings have finished.

We will keep your personal information for as long as we need to in order to fulfil the purposes we have set out in this Privacy Notice. If you cease to be our Customer, we will still need to keep some of your personal information to meet our legal and regulatory obligations, resolve disputes, prevent fraud and abuse and to enforce our terms and conditions. We will only keep what is necessary for these purposes.

We will keep CCTV images for up to 30 days from the date of recording unless it is necessary for us to keep them for a longer period.

We may be obliged to suspend any planned destruction or deletion where legal or regulatory proceedings require it or where proceedings are underway such as require the personal information to be retained until those proceedings have finished.

9. Your rights

You have a number of rights relating to your personal information, which are as follows:

The right to be informed about how your personal information is used, most of which is within this notice.
The right to access personal information we hold about you.
The right to rectify personal information we hold about you if it is inaccurate or incomplete (we ask that you contact us on +1441 295 7473 if any of your contact details have changed).
The right to request that we delete your personal information, stop using it or collecting it in some circumstances.
The right to stop marketing messages, further information of which is above in the ‘Marketing messages’ section.
The right to object to the use of your personal information for the furtherance of our legitimate interests.

If you wish to exercise any of these rights, or have any questions, please contact us using the details in ‘How to contact us’ below.

10. Changes to this notice

We will keep this notice under regular review and publish any updates on our website https://www.hhplumbingbda.com/privacy. Any significant changes will be communicated with you directly, so you are kept up to date on how your personal information is handled.

This privacy notice was last updated November 2024

11. How to contact us

Customer feedback is essential in ensuring that we provide the best possible service to you. If you have any questions about this notice, want us to stop using your personal information or exercise any of your rights then please contact our Privacy Officer:

Privacy Officer

Email: Contact form on https://www.hhplumbingbda.com/privacy

Telephone: +1 441 295 7473

12. Complaints

If you have any concerns about our use of your personal information, you can make a complaint to us via the contact details above.

Whilst we would always prefer to have the opportunity to resolve your complaint first, you can also complain to the Privacy Commissioner if you are unhappy with how we have used your personal information.

The Privacy Commissioner’s address:

Maxwell Roberts Building
4th Floor, 1 Church Street
Hamilton HM11, Bermuda
Helpline number: +1 441 543 7748

Website: www.privacy.bm

Email: privcom@privacy.bm