Privacy Policy

Last updated: 3 September 2026

1. About us

Thermal Care Scotland Ltd ("Thermal Care Scotland", "we", "us" or "our") respects your privacy and is committed to protecting your personal information.

Thermal Care Scotland Ltd is a company registered in Scotland under company number SC477002. Our registered office and contact details are:

For the purposes of UK data protection law, Thermal Care Scotland Ltd is the data controller responsible for the personal information described in this Privacy Policy.

This policy explains how we collect, use, store and share personal information when you:

• visit thermalcare.co.uk;
• request a quotation or survey;
• contact us by telephone, email, website form, SMS or WhatsApp;
• use one of our online calculators, funding checkers or other website tools;
• purchase or enquire about our products or services;
• become a customer;
• enquire about finance;
• receive marketing communications from us; or
• otherwise interact with Thermal Care Scotland.

2. Personal information we collect

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

Contact information

• name;
• address;
• postcode;
• email address;
• telephone or mobile number; and
• preferred method of contact.

Enquiry and customer information

• details of the service or work you require;
• property or premises information;
• information about your heating, cooling, electrical or renewable-energy systems;
• photographs or documents you provide;
• survey information;
• quotation information;
• appointment and attendance records;
• communications between you and Thermal Care Scotland;
• job notes and engineer reports;
• warranties and service history; and
• customer feedback or complaints.

Transaction and account information

Where relevant, we may process:

• quotation and order information;
• invoices and payment records;
• transaction records; and
• accounting and financial records.

We do not normally require you to provide full payment-card details directly through our website unless a secure payment provider is being used.

Finance enquiry information

If you indicate that you are interested in finance, we may collect information necessary to understand your enquiry and introduce you to our finance provider.

Thermal Care Scotland Ltd is an Introducer Appointed Representative of Phoenix Financial Consultants Limited. We do not make lending decisions and our website does not contain a full finance application.

Where you choose to proceed with a finance enquiry, relevant contact and enquiry information may be provided to or collected by Phoenix Financial Consultants Limited so that it can deal with your finance enquiry. Phoenix Financial Consultants Limited will process information in accordance with its own privacy information.

Marketing information

Where permitted, we may record:

• whether you have agreed to receive marketing;
• your marketing preferences;
• the date and method by which consent was provided;
• communications sent to you;
• whether messages were opened or interacted with where our systems provide this information; and
• whether you have unsubscribed or objected to marketing.

Website and technical information

When you use our website, we may automatically collect information including:

• IP address;
• browser type;
• device type;
• operating system;
• approximate location derived from your IP address;
• pages visited;
• referring website or advertising campaign;
• time spent on pages;
• website interactions;
• cookie identifiers; and
• analytics and advertising information.

Further information is contained in our Cookie Policy.

3. Information collected through website tools

Some tools on our website, including calculators or funding checkers, may initially be used without providing your contact details.

Where a tool gives you the option to provide your details for further information, a quotation, survey or follow-up, we will use those details for the purpose explained when they are submitted.

Providing contact information after using an online tool does not automatically mean that you have agreed to receive unrelated marketing communications. Where marketing consent is required, we will request this separately.

4. How we use your information

We may use personal information to:

• respond to enquiries;
• arrange surveys and appointments;
• prepare and provide quotations;
• provide products and services;
• manage installations, servicing, maintenance and repairs;
• communicate with customers before, during and after works;
• manage warranties and aftercare;
• create and maintain customer and job records;
• manage payments, invoices and accounts;
• deal with complaints;
• introduce customers who are interested in finance to our finance provider;
• manage our business and customer relationships;
• improve our services;
• operate and improve our website;
• understand how visitors use our website;
• measure advertising performance;
• prevent fraud, misuse and security incidents;
• comply with legal and regulatory requirements; and
• send marketing where we are permitted to do so.

5. Our lawful bases for processing

UK data protection law requires us to have a lawful reason for processing personal information. Depending on the circumstances, we may rely upon:

Contract

We process information where it is necessary to provide a quotation or take steps at your request before entering into a contract, arrange and complete work, provide services you have purchased, manage payments, or administer our contractual relationship with you.

Legitimate interests

We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights. This can include managing customer relationships, responding to enquiries, improving our services, maintaining appropriate business records, protecting our business, preventing fraud, handling complaints, measuring business performance and certain forms of permitted marketing.

Consent

We rely on consent where required, including for certain email, SMS or WhatsApp marketing, non-essential cookies, advertising and tracking technologies, and other activities where we specifically ask you for permission. You may withdraw consent at any time.

Legal obligation

We process information where necessary to comply with legal requirements, including taxation, accounting, company law, regulatory requirements, health and safety obligations, and responding to lawful requests from regulators or authorities.

6. Marketing communications

We may communicate with customers and prospective customers about Thermal Care Scotland products, services, offers and relevant information. Marketing may be sent by email, SMS, WhatsApp, telephone and online advertising.

Where the law requires consent, we will obtain consent before sending marketing.

In some circumstances, the law allows us to contact existing customers about similar products or services where their details were obtained during a sale or genuine sales negotiation and they were given a clear opportunity to opt out. We will only rely on this where legally permitted.

You can stop receiving direct marketing at any time by using an unsubscribe option contained in a marketing message, replying to the message requesting that marketing stops, or contacting scotland@thermalcare.co.uk.

Stopping marketing will not prevent us contacting you about an existing quotation, appointment, contract, installation, service visit, payment, warranty or other operational matter.

7. Who we share personal information with

We do not sell personal information. Where necessary, we may share information with organisations that help us operate our business or provide services.

Business systems and technology providers

We use third-party systems to manage communications, jobs, customers, finances and business records, including services such as:

• Joblogic;
• Microsoft 365 and Outlook;
• accounting systems including Xero;
• customer relationship management systems;
• website hosting and maintenance providers;
• cloud storage providers; and
• IT and cybersecurity providers.

These organisations may process personal information on our behalf where necessary to provide their services.

Engineers, subcontractors and suppliers

Information may be shared with employees, engineers, approved subcontractors, manufacturers or suppliers where necessary to attend your property, complete work, order equipment, provide technical support, manage warranties or resolve a problem. Only information reasonably necessary for the relevant purpose will be provided.

Finance provider

Where you request information about finance or choose to proceed with a finance enquiry, relevant information may be shared with Phoenix Financial Consultants Limited. Phoenix Financial Consultants Limited acts in accordance with its own regulatory and data-protection responsibilities.

Professional and regulatory organisations

Information may also be disclosed where necessary to accountants, insurers, legal advisers, accreditation or certification bodies, network operators, government authorities, HM Revenue & Customs, regulators or law-enforcement authorities.

8. Website analytics and advertising

We use technologies that help us understand website usage and measure advertising effectiveness. These may include services provided by Google, Meta/Facebook, Elfsight, Cookiebot/Usercentrics and other analytics, advertising or website technology providers.

Google services may be used for website analytics and advertising measurement. We also intend to use Meta/Facebook advertising technology, including the Meta Pixel, to understand the effectiveness of advertising and help show relevant advertisements.

Non-essential analytics and advertising technologies will be subject to the consent choices presented through our cookie consent system where required. Please see our Cookie Policy for further details.

9. Cookies

Our website uses cookies and similar technologies. Strictly necessary technologies may operate without consent where they are required for the website to function. Analytics, preference and advertising cookies will only be used in accordance with applicable cookie and data-protection requirements.

When you first visit our website, you can accept non-essential cookies, reject non-essential cookies or choose which categories you wish to allow. You can change your preferences at any time through the cookie settings available on our website. Please see our Cookie Policy for further details.

10. How long we keep personal information

We do not keep personal information for longer than reasonably necessary.

• Unsuccessful quotations and enquiries: normally retained for up to 24 months from the last meaningful contact, unless there is a legitimate reason to retain the information longer.
• Website enquiries: normally retained on website systems for no longer than necessary to transfer and manage the enquiry and, where practicable, for no more than 12 months. Relevant information may continue to be held in our CRM or job-management systems.
• Customer and job records: normally retained for 6 years after completion of the relevant work or end of the customer relationship, although certain records may be retained longer where necessary for warranties, product lifespan, certification, legal claims or regulatory requirements.
• Invoices and accounting records: normally retained for at least 6 years in accordance with applicable tax and accounting requirements.
• Marketing records: retained while you remain subscribed or while we have a lawful basis to contact you. We periodically review inactive marketing records and will delete or suppress information where it is no longer necessary.
• Marketing opt-out records: we may retain a minimal suppression record to ensure that we respect your request not to receive future marketing.
• Cookie information: retained for the periods specified in our Cookie Policy and cookie-management platform.

These periods may be extended where information is required for an ongoing complaint, dispute, legal claim, investigation or regulatory requirement.

11. International transfers

Some technology providers we use may process information outside the United Kingdom. Where personal information is transferred internationally, we take reasonable steps to ensure appropriate safeguards are in place as required by UK data-protection law. Depending on the destination and provider, these safeguards may include an adequacy regulation or approved contractual protections for international data transfers.

12. Security

We use appropriate organisational and technical measures designed to protect personal information against unauthorised access, accidental loss, alteration, disclosure and destruction. Access to personal information is restricted to employees, contractors and providers who require it for legitimate business purposes. No internet or electronic storage system can be guaranteed to be completely secure.

13. Your data-protection rights

Depending on the circumstances, you may have the right to:

• request a copy of the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to erase your information;
• request restriction of processing;
• object to certain processing, including direct marketing;
• request transfer of certain information;
• withdraw consent where we rely on consent; and
• complain about how we have handled your personal information.

Some rights are subject to legal conditions and exemptions. To exercise your rights, contact scotland@thermalcare.co.uk or write to the registered office above. We may need to verify your identity before responding to a request.

14. Complaints

If you have concerns about how we use your personal information, please contact us first so that we can investigate. You also have the right to complain to the Information Commissioner's Office (ICO). Further information is available at ico.org.uk.

15. Children

Our website and services are intended for adults, homeowners, landlords, businesses and other organisations. Our website is not designed for children and we do not knowingly use it to collect personal information directly from children for marketing purposes.

16. Third-party websites

Our website may contain links to other websites. Thermal Care Scotland is not responsible for the privacy practices of third-party websites. You should review the privacy information provided by the relevant organisation when leaving our website. This includes websites operated by finance providers and other external services.

17. Changes to this policy

We may update this Privacy Policy where our services, technology, suppliers or legal obligations change. The current version will always be published on our website and the "Last updated" date at the top will identify when the policy was most recently revised.

18. Contact us

For questions about this Privacy Policy or the way Thermal Care Scotland handles personal information, contact: