Privacy and enquiry data use
This notice explains how the callback request form and contact enquiries handle personal information.
The callback request form asks for the type of problem, when you need help, your town and your contact details. Nothing is sent to the site until you press the request button. The form does not send your choices to an AI service. The resulting enquiry is stored and sent to the administrator-configured notification addresses.
1. Who is responsible for your information?
Guildford Plumbers is responsible for personal information collected through this website. Privacy requests can be made through the contact page, by emailing info@guildfordplumbers.co.uk or by calling 020 3488 1404.
2. What information may be collected?
The callback request form and contact page may collect your name, phone number or email address, town, the type of problem, when you need help, any note you add, your consent and the page that led to the enquiry.
Basic technical information may also be recorded for security and reliability, such as date and time, browser type, device type, IP address, consent status and error logs. Do not submit payment-card details, bank information, passwords, medical information or unnecessary information about another person.
3. How the information is used
Information is used to assess and respond to an enquiry, check service-area coverage, identify the relevant service route, prepare for a call or visit, provide general safety-first guidance, produce a quote, deliver agreed work, maintain service and guarantee records, prevent misuse and comply with legal obligations.
Contact details are not used for marketing unless a separate, optional marketing choice is provided and selected.
4. How AI is used
The callback request form does not use an AI service: your choices and details are not sent to an AI provider. The site code still contains an optional server endpoint for AI-written general guidance, but the form does not call it. If it is ever used again, this notice will be updated first.
AI may summarise the structured selections and produce general reminders. It does not choose the canonical service route, diagnose the cause of a fault, provide a final quote, decide whether work will be accepted or replace emergency action. A person should confirm the service route, scope, price and any work. If AI is unavailable, the fixed result and reminders remain available.
The form shows a permanent notice for gas smells, carbon-monoxide alarms and danger, directing people to the emergency services. You can also skip the form and contact Guildford Plumbers directly.
5. Lawful reasons for using information
Information may be used to take steps requested before entering a service contract, to perform an agreed contract, to meet legal obligations and for legitimate interests such as responding to enquiries, operating the service securely and improving enquiry routing. Consent is used where the law requires it and can be withdrawn for future processing.
6. Who may receive the information?
Information may be shared only where necessary with authorised Guildford Plumbers personnel and suppliers that support website hosting, forms, communications, CRM, analytics and AI processing. Suppliers must be limited to the agreed purpose and appropriate data-protection terms. Information may also be disclosed when required by law or to protect people, property or legal rights.
7. International processing
Some technology providers may process information outside the United Kingdom. Where this happens, an approved transfer mechanism and appropriate safeguards should be used.
8. How long information is kept
Contact details submitted through the callback request form or the contact page are stored as an enquiry and sent to the configured notification recipients so the team can review and follow up. The authorised email provider retains the notification according to its settings.
- Contact enquiries and related correspondence: normally retained for up to 24 months after the last active contact.
- Contract, payment, guarantee, tax and legal records: retained for the period required by the relevant obligation or legal claim.
- Security logs: retained only for the period reasonably needed to investigate misuse and protect the service.
Information should be deleted or anonymised earlier when it is no longer required.
9. Your rights
Depending on the circumstances, you may ask for access to your personal information, correction, deletion, restriction, portability or objection to certain uses. You may also withdraw consent where processing relies on consent. Identity may need to be verified before a request is completed.
10. Cookies and analytics
Essential storage may be used to operate security and form functions. Non-essential analytics or advertising cookies should not be activated until the user has been given an appropriate choice. Free-text assistant answers should not be sent to analytics tools.
11. Complaints and changes
Raise a privacy concern through the contact page or the phone number above. You may also complain to the UK Information Commissioner's Office. This notice should be updated when the connected form, AI provider, CRM, retention settings or business contact details change.
Last updated: 24 August 2026.