3. When do we collect your personal data?
- When you visit any of our websites to browse products and services.
- When you register a product warranty online or with our call centre.
- When you create an account with us.
- When you purchase a product or service by phone.
- When you engage with us on social media.
- When you download or install one of our apps.
- When you join a loyalty programme (such as Baxi Works & Baxi Project Hub).
- When you contact us by any means with queries, complaints etc.
- When you ask us to email you information about a product or service.
- When you enter prize draws or competitions.
- When you book any kind of appointment with us or book to attend an event. For example, for our service engineers to visit you or to attend promotional events or training courses.
- When you choose to complete any surveys, we send you.
- When you comment on or review our products and services.
- When you’ve given a third party permission to share with us the information they hold about you (for example if you employ an installer to fit a Baxi product and they register the boiler for warranty on your behalf).
- We collect data from publicly-available sources when you have given your consent to share information or where the information is made public as a matter of law.
- When you visit any of our sites which have CCTV systems in operation for the security of both visitors and staff, these systems may record your image during your visit.
4. What information do we collect from you?
As part of our business we will process the data of people who fall into the following categories, whether we have had a relationship in the past, have a relationship now or we are about to commence a relationship with you:
- Employees
- Customers
- Installers of our products
- Suppliers
- 3rd Party Organisations we engage with such as consultants, advisers (legal and regulatory) and public bodies
- Training participants
We will collect and process the following data about you:
Information you give us. By filling in forms on our websites or by corresponding with us by phone, SMS (text message), email or otherwise. The information you give us may include your name, address, email address and phone number, and financial information such as payment card details and bank account details.
Information we collect from your use of our websites or social media sites. Every time you visit one of our websites or social media sites we will automatically collect technical information, such as the Internet protocol (IP) address used to connect your device to the Internet, where you connected to our service, your internet service provider (ISP), and what type of device you are using to access our service.
Use of Meta Pixel, Advanced Matching & Conversion API
Our website uses Meta’s advertising tools, including the Meta Pixel, Advanced Matching, and the Conversion API. These tools help us understand how visitors use our website, measure the effectiveness of our advertising, and deliver more relevant adverts.
- The Meta Pixel collects information about your interactions with our website (such as pages visited, forms completed, or purchases made).
- Advanced Matching allows us to securely share customer information you provide (such as name, email address, or phone number) with Meta in a hashed (encrypted) format to improve ad measurement and targeting accuracy.
The Conversion API enables us to share certain information directly from our servers to Meta. This may include events such as enquiries, bookings, or purchases, and helps ensure our advertising is measured accurately even when browser-based tools are limited.
Meta processes this data in accordance with its own Data Policy. You can control how Meta uses your information for advertising by adjusting your settings at https://www.facebook.com/ads/preferences.
Information we collect throughout our relationship. This is information collected during meetings with our sales managers or engineers, from any purchase or sales transactions you may make with us and any warranty or service contracts we may have with you either directly or through a landlord. The information we hold may include your name, address, email address and phone number, and financial information such as payment card details and bank account details.
Information we collect when you call us. If you telephone us we will automatically collect the phone number used to call us and also keep a recording of inbound and outbound calls for training and quality purposes. Call recordings will be retained for a period of six months, however, this may be retained for longer where there is a related complaint or data subject access request. If you have a plan with D&G then any call recordings will also be shared with them.
For training and monitoring purposes we may also listen to live calls to ensure calls are being dealt with in accordance with our standards.
Information we receive from other sources. We work closely with other organisations, including the following categories:
Providers of extended warranty services, for example, Domestic & General Services, Corgi and British Gas. Housebuilders, housing associations, councils and private landlords.
Installers of our products.
Businesses that sell our products, builders merchants and electrical wholesalers.
The above organisations will provide personal data including, name, address, contact telephone numbers and email address.
For example, if you employ a third party installer to fit one of our products they may pass us your name and address when they register the product for warranty on your behalf. If you are a tenant, your landlord (or their appointed contractors) may also do this. If you are the purchaser of a new-build property the developer (or their appointed contractors) may also pass us your data for the same purpose.
In each case the installer/ landlord / developer is required under data regulations to notify you that they have shared your data with us and we will also inform you by issuing a privacy notice when we receive your data.
If you apply for a trade account with us we may pass your details to a credit reference agency, for example, Experian PLC, who may then share your financial data with us. To understand how Experian handle your data use this link: https://www.experian.co.uk/legal/crain/.
Providing us with your details online. This is information you may choose to provide us with when using our websites:
www.andrewswaterheaters.co.uk
www.baxi.co.uk
www.baxi.ie
www.baxievents.co.uk
www.baxiheating.co.uk
www.baxihub.co.uk
www.baxiworks.co.uk
www.baxiworks.ie
www.heatraesadia.com
www.mainheating.co.uk
www.potterton.co.uk
www.pottertoncommercial.co.uk
www.remeha.co.uk
www.size-it.co.uk
It includes your name, address, telephone number, email address and preferences for receiving communications from us. Please let us know if any of this changes so we can keep our records up to date.
5. Why do we collect this information?
We process your personal information for the following reasons:
Pursuant to a contract in order to:
- process information at your request to take steps to enter into a contract
- provide you with our products and services
- process payments
- make deliveries
- maintain business and service continuity
- send service communications so that we can perform our obligations to you, for example to inform you about your annual service on one of our products. These may be sent by email, post, and SMS or, if the circumstances require it, we may contact you by phone. These will include notifications about changes to our service;
- record information to facilitate your rights under warranties or guarantees.
On the basis of your consent:
- Where we rely on your consent for processing this will be requested when the information is collected from you;
- You have the right to withdraw consent at any time. See the What are your rights? section below for more information.
In our legitimate interests of providing the best service and improving and growing our business we will
process information in order to:
- provide you with a personalised service
- provide you with specific marketing offers and services relating to a product you have installed at your address
- improve our products and services
- keep our site and systems safe and secure
- understand our customer base and purchasing trends
- defend against or exercise legal claims and investigate complaints
- understand the effectiveness of our marketing
- carry out analytics to improve our products and services as set out above
You have the right to object to processing carried out for our legitimate interests. See the What are your rights? section below for more information.
To comply with legal requirements relating to:
- the provision of products and services
- data protection
- health and safety
- anti-bribery and corruption
- fraud investigations
- assisting law enforcement
- any other legal obligations placed on us from time to time
6. Domestic & General Serviced Limited
Baxi work in partnership with Domestic & General Services Limited (‘D&G’). As part of this, D&G operates the Baxi warranty registration telephone service. When you phone to register your Baxi warranty Baxi and D&G will be joint controllers of the personal information collected from you.
D&G also supply service, maintenance and support plans for our appliances. D&G and Baxi may use yourp ersonal data to offer you plans. If you do not want us to use your personal data for marketing, you can opt out any time. Simply contact us by using the details below.
If you decide to purchase a D&G plan, you will enter a contract with D&G. D&G will become the data controller of your personal information in respect of the sale and administration of your plan. D&G has appointed Baxi to carry out services and repairs under its plans and, in this instance, Baxi will act as a data processor and will only process your information in accordance with D&G’s instructions for example booking appointments, annual service and maintenance and handling concerns and complaints. Any queries regarding the terms of your plan or further details of how D&G manages your personal information should be directed to D&G.
7. Websites and Cookies
Our websites may use cookies. Cookies are small pieces of information sent by us to your computer and stored on your hard drive so that the website recognises you when you visit. We use cookies and similar technology to distinguish you from other users of our site. This helps us to provide you with a good experience when you use our site and also allows us to improve our site.
On occasions use advertising products to deliver the most relevant message to you. These products never store or use any personally identifiable information but do use cookies to give you a more tailored experience.
Please refer to the Cookie Policies for the websites you are visiting for full details about the types of cookies we use, you will find our main Baxi.co.uk site policy here.
8. How long do we keep your information?
As a general principle we will hold your personal data only for as long as necessary in order to fulfil the purposes for which it was collected. Once these purposes have been achieved we will erase the data or anonymize it in such a way as to make it impossible to identify you, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
- If your data relates to a financial transaction we will keep information about you for a maximum of 6 years after the end of our relationship with you (unless obligations to our regulators require otherwise or we are required to remove such data from our records). This is to enable us to comply with our legal obligations regarding record-keeping for tax and accounting purposes.
- If you have one of our products installed at your address its location will be kept for the expected life span of the product so that we may continue to support it throughout its lifetime.
For more details on record retention please contact us.
9. Who might we share your information with?
For the purposes set out in the ‘Why do we collect this information?’ section above, we will share your
personal information with:
- the following categories of third parties, some of whom we appoint to provide services, including:
- business partners, subsidiaries, suppliers and sub-contractors for the performance of any contract we enter into with you
- analytics and search engine providers that assist us in the improvement and optimisation of our site
- regulatory bodies
- customer survey providers in order to receive feedback and improve our services.
