Privacy and Complaints Policies

Privacy Policy

Who are we?
We are East Midlands Boilers & Renewables and can be contacted on the following details:

  • Email: info@em-br.co.uk
  • Telephone: 07835 204822
  • Address: 32 Lanthwaite Road, Nottingham, NG11 8LD

Our Data Contact Lead:

Why do we collect and use your personal information?

We collect and use your personal information to provide our repair, maintenance, and installation services. We may also send marketing communications about similar products and services via email. Each email will include an unsubscribe link.

Lawful basis for handling personal information

  • Contract: To deliver our services and fulfil agreements with you.
  • Legal obligation: Where required by law.
  • Legitimate interests: To send marketing about similar services, work with professional service providers, or in case of a merger/acquisition.

We rely on the soft opt-in for email marketing to existing customers, in line with PECR.

If you do not provide your personal information

We may not be able to provide our services to you.

Who we share your personal information with

  • Finance lenders/brokers (for finance applications)
  • Law enforcement agencies and regulators (e.g., FCA, HMRC)
  • Professional advisers (lawyers, accountants, compliance consultants)
  • Successor organisations in the event of a merger or acquisition

Retention of personal information

  • Up to six years from the date we stop providing services.
  • Marketing data retained until you withdraw consent or unsubscribe.

Your rights under UK GDPR

  • Access your data
  • Correct inaccurate data
  • Request deletion (after services end)
  • Restrict processing
  • Object to processing
  • Data portability (e.g., Excel or Word)
  • Withdraw consent at any time

We respond to all rights requests within one month. Contact us using the details above.

How to complain

  • Contact us directly using the contact details above
  • Or contact the Information Commissioner’s Office (ICO):

Cookie Policy

Our sites use cookies to improve user experience, retain preferences, and provide anonymised analytics via Google Analytics. Cookies can be disabled in your browser if you prefer. Google Analytics collects data anonymously and can be opted out of without affecting your browsing.

Complaints Policy

We value your feedback and aim to resolve complaints promptly. Complaints are handled in three steps:

Step 1: Getting in touch

Provide your name, address, telephone, reference numbers, and a description of the issue. Contact us via:

  • In writing: 32 Lanthwaite Road, Nottingham, NG11 8LD
  • By phone: 07835 204822
  • By email: feedback@em-br.co.uk

Step 2: Acknowledgement and resolution

We aim to resolve complaints immediately. If not, we will respond within three business days with:

  • Reason for delay
  • Who is dealing with your complaint
  • When we will contact you again

If unresolved within eight weeks, we will issue a final decision or provide reasons for the delay.

Step 3: Complaints about finance products

If dissatisfied with a finance-related complaint, contact TradeHelp Ltd:

  • Address: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
  • Phone: 01978 666887
  • Email: info@tradehelp.co.uk

If still unsatisfied, refer the matter to the Financial Ombudsman Service within six months of the lender’s final response: