Terms and Conditions & Privacy Policy

Privacy Policy

This privacy policy sets out how Smart Plus Heating uses and protects any information that you give us when you use this website.

Smart Plus Heating is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Smart Plus Heating may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from Sept 1st 2024.

For purposes of this Privacy Policy, each of the terms “we,” “us,” or “our” means smartplusheating.com, and the term this “Site,” means, collectively, this website, smartplusheating.com

What we collect in this Privacy Policy

We may collect the following information from you:

• Name

• Contact information including email address

• Demographic information such as postcode, preferences and interests

• Other information relevant to customer surveys and/or offers

By filling in and submitting information to us, be it by email or a form on this website you are agreeing for us to store your submitted information and use it to contact you for future marketing purposes.

What do we do with the information that we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.

• We may use the information to improve our products and services.

• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email or various social media platforms. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual.

The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following way:

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us.

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible. We will promptly correct any information found to be incorrect.

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Disclaimer

Smart Plus Heating is aimed at an audience of persons 18 years or older and will not be held responsible for any actions of those under the age of 18 years if they use this site.

Smart Plus Heating – Complaints Policy

Introduction

 

At Smart Plus Heating, we strive to deliver excellent customer service and high-quality heating and cooling solutions. We are committed to resolving any concerns or complaints that may arise in a fair, efficient, and timely manner. This policy outlines how we handle complaints to ensure that all issues are dealt with professionally and appropriately.

Definition of a Complaint

 

A complaint is any expression of dissatisfaction, whether made orally or in writing, about the services provided by Smart Plus Heating. This could include, but is not limited to:

  • Service quality issues
  • Installation delays or errors
  • Employee conduct
  • Billing or payment issues
  • Equipment performance concerns

How to Make a Complaint

 

If you are dissatisfied with any aspect of our service, we encourage you to get in touch with us as soon as possible. You can submit your complaint through the following channels:

Please provide as much detail as possible, including:

  • Your name and contact information
  • The nature of your complaint
  • Relevant dates, times, and locations
  • Any supporting documents or evidence

Acknowledgment of Your Complaint

 

We will acknowledge receipt of your complaint within 2 business days from the time it is submitted. In our acknowledgement, we will:

  • Confirm that we have received your complaint
  • Outline the next steps and timeline for resolution
  • Provide a point of contact for any follow-up questions or updates

Investigating Your Complaint

 

Once your complaint has been acknowledged, our team will investigate the matter thoroughly. We may need to contact you for further clarification or additional information. We aim to resolve complaints as quickly as possible and will keep you informed throughout the process.

Resolution of Complaints

 

We aim to resolve all complaints within 28 days from receipt. Once a resolution has been found, we will:

  • Inform you of the outcome
  • Offer an explanation of the findings
  • Provide details of any corrective actions taken, if applicable

Escalation Process

 

If you are not satisfied with the resolution provided, you have the option to escalate the matter. In such cases, the following steps will be taken:

  • Your complaint will be reviewed by a senior manager or director.
  • You will be notified within 5 business days of the review outcome.

External Resolution

 

If you are still dissatisfied with the resolution, you may choose to contact an independent external body or regulatory authority. Smart Plus Heating is committed to adhering to any relevant industry codes of practice and will cooperate fully with any external investigations.

Confidentiality

 

We will treat your complaint with the utmost confidentiality and ensure that your personal details are protected. Complaints will only be shared with relevant personnel involved in the investigation and resolution process.

Continuous Improvement

 

Smart Plus Heating values customer feedback and uses complaints as an opportunity to learn and improve. All complaints will be recorded, and we will regularly review them to identify areas for service improvement and ensure ongoing customer satisfaction.

Contact Information

 

For any further questions or if you wish to discuss your complaint in more detail, please contact:

This policy ensures that all complaints are handled fairly and consistently, aiming to resolve any issues quickly and effectively while maintaining customer trust and satisfaction.