User Data Deletion Instructions
This page explains how to have the personal information SD Plumbing & Heating holds about you deleted, including information we received because you responded to one of our Facebook or Instagram adverts or used one of our online quote pages.
Last updated 23 September 2026
1. Your right to have data deleted
Under Article 17 of the UK GDPR you have the right to have personal data erased where it is no longer necessary for the purpose we collected it for, where you withdraw consent, or where you object to our processing and we have no overriding reason to continue. We apply that right to information about customers, enquirers and website visitors alike.
This page is also published to satisfy the data deletion requirements of the Meta Platform Terms for businesses that use the Meta Pixel and Meta advertising tools.
2. Data we hold because of Facebook or Instagram
When you submit an enquiry through one of our pages after clicking a Meta advert, or simply visit a page where our Meta Pixel is installed, the following can exist:
| Where it is held | What it is | Who to ask |
|---|---|---|
| With us | Your name, telephone number, email address, property address and the details of your enquiry, together with a record of the campaign or advert that brought you to us. | Ask us — see section 3. |
| With Meta | Advertising measurement data and cookies associated with your Facebook or Instagram account, including page views reported by the Meta Pixel. | Meta holds and deletes this under its own policies — see section 5. |
3. How to request deletion from us
Choose whichever is easiest for you. All three routes are free.
By email
Send an email to info@sdplumbingandheating.com with the subject line “Data deletion request” and the information listed below.
By telephone or in writing
Call 0131 392 8722 and ask for a data deletion request to be logged, or write to us at Heatflow Plumbing Limited, 16 Ashley Place, Edinburgh, EH6 5GB, marking your letter “Data deletion request”.
Closing your customer portal account
If you have a customer portal account, ask us to close it using any of the routes above. Closing the account removes your login, and we then apply the retention periods in section 4 to the job records behind it.
4. What to include, and how long it takes
What we need to find you
- Your full name, and any name you may have used when you contacted us.
- The telephone number or email address you contacted us from.
- The address of the property the enquiry or the work related to.
- Roughly when you contacted us, and how — for example “bathroom quote page, March” or “Facebook advert”.
- What you want deleted: everything we hold, or only specific items.
Please only send the minimum needed to identify you. Do not email us scans of identity documents unless we ask for them.
What happens next
- We log your request the working day we receive it and reply to confirm — within 2 working days.
- If we cannot match your details to a record, or we are unsure it is really you, we may ask one or two questions to confirm your identity. We will not hand information to someone claiming to be you without checking.
- We search our customer record system, our quote and enquiry forms, our email and SMS history, and our accounting records for anything matching you.
- We delete what we are not required to keep, and tell you what was deleted and what was retained.
- We complete the request within 30 days of receiving it. If a request is unusually complex we may extend that once, and we will tell you why.
What we may have to keep
We cannot delete everything on request — some records must be kept by law, and we can only remove them once that period ends. Where we keep something, we restrict who can see it.
| Record | Why we keep it | How long |
|---|---|---|
| Invoices, payments and credit notes | Tax and company law (HMRC requires records to be kept) | 6 years from the end of the relevant financial year |
| Gas work records and safety certificates | Gas safety legislation and Gas Safe requirements | As long as the regulations require |
| Job and warranty records for work we installed | So we can honour the 12-month workmanship guarantee and manufacturer warranties of up to 12 years | Up to 12 years from completion |
| A record of the deletion request itself | To demonstrate we complied with it | 3 years |
Where we must keep a record but no longer need to identify you, we will restrict or minimise the information rather than delete it outright.
5. Deleting data held by Meta
We cannot delete data from Meta’s own systems on your behalf, because Meta is the controller of that data. You can control and delete it directly:
- Remove our app or business link. In Facebook, go to Settings & privacy → Settings → Apps and websites, find SD Plumbing & Heating in the list and choose Remove.
- Turn off Off-Facebook activity. In the same settings, use “Off-Facebook activity” to see what Meta has received from other sites, disconnect it, and clear your history.
- Adjust ad preferences. Settings → Ad preferences lets you see and remove interests Meta has inferred about you and control the adverts you see.
- Clear cookies. Clearing cookies for our domain in your browser stops the Meta Pixel linking future visits to your account.
- Contact Meta directly. Meta’s own privacy and deletion routes are described at facebook.com/privacy/policy.
Once you have asked us to delete your record, we also stop reporting anything further about you to Meta from our side.
6. If you are not satisfied
If you think we have not handled your request properly, tell us first and we will look at it again. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. For how we handle personal data generally, see our Privacy Policy.
7. Contact
Data deletion requests and any questions about them: Heatflow Plumbing Limited, 16 Ashley Place, Edinburgh, EH6 5GB. Email info@sdplumbingandheating.com, telephone 0131 392 8722 Monday to Friday 08:00–17:00, Saturday 09:00–12:00.