Albo Plumbing & Heating Ltd

At Albo Plumbing & Heating Ltd, we are committed to protecting your personal data and respecting your privacy.

What information we collect

We may collect:

  • Name, address, and contact details
  • Details of work requested or carried out
  • Payment and billing information
  • Photos/videos provided relating to jobs

How we use your information

We use your data to:

  • Provide and manage our services
  • Communicate regarding bookings, quotes, and work
  • Process payments and issue invoices
  • Comply with legal and regulatory obligations

Data sharing

We only share your data where necessary, including:

  • Finance providers such as TradeHelp Ltd (if you choose finance)
  • Payment processors and suppliers
  • Legal or regulatory authorities where required

Data storage & security

Your information is stored securely and only retained for as long as necessary for business and legal purposes.

Your rights

You have the right to:

  • Request access to your data
  • Request correction of inaccurate data
  • Request deletion where applicable
  • Object to or restrict processing

Complaints Policy

Your views are important to us. If we fail to meet the standards you expect or make a mistake, we want to know. We will investigate your complaint and aim to resolve it as quickly as possible.

How we handle complaints

Step 1: Getting in touch

If you wish to make a complaint, please contact us with:

  • Your full name, address, and telephone number
  • Any reference number or previous correspondence
  • A clear description of the issue
  • Photos or evidence where relevant

Contact details:
📞 07786 156583
📧 support@alboplumbing.co.uk
🌐 www.alboplumbing.co.uk

If you require communication in a different format, please let us know.

Step 2: Acknowledgement and resolution

We aim to resolve complaints as quickly as possible.

Where possible, complaints will be resolved immediately. If not, we will respond within 3 working days confirming:

  • Why the complaint is not yet resolved
  • Who is handling it
  • When you will be contacted again

We will keep you updated throughout.

If no agreement is reached within 8 weeks, we will either:

  • Explain the delay and provide a timeframe, or
  • Issue a final response letter outlining our position

Step 3: Complaints relating to finance

If your complaint relates to finance and remains unresolved:

You may refer it to your credit provider and/or the Financial Ombudsman Service.

We work with TradeHelp Ltd. You can contact them at:

  • Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT
  • 01978 666887
  • info@tradehelp.co.uk

If your complaint relates to the finance agreement, it may be forwarded to your credit provider, who will investigate and respond within 8 weeks.

If you are not satisfied

You may escalate your complaint to the Financial Ombudsman Service within 6 months of the final response:

Important Notes

  • This policy does not affect your rights under the Consumer Rights Act 2015
  • All complaints are handled fairly and professionally
  • We continuously review feedback to improve our service