Privacy Policy

Last updated: January 2026

This privacy policy explains how OneFlow Drainage Limited ("we", "us", "our") collects, uses, and protects your personal information when you use our website (oneflowdrainage.co.uk) or our services.

We take your privacy seriously. Please read this policy carefully to understand how we handle your data.

Who we are

OneFlow Drainage Limited is the data controller for the personal information we collect about you.

Registered office: 18 High Howe Close, Bournemouth, England, BH11 8NW

Contact email: info@oneflowdrainage.co.uk

Phone: 0800 246 5347

What information we collect

We collect the following types of personal information:

Information you give us

Your name
Contact details (phone number, email address, postal address)
Property address where work is required
Details about your drainage issue
Payment information when you pay for services
Any other information you provide when contacting us

Information we collect automatically

When you visit our website, we automatically collect:

Your IP address
Browser type and version
Pages you visit and how you interact with our website
Date and time of your visit
Referring website (if applicable)
Device information

We collect this information using cookies and similar technologies. See our Cookie Policy for more details.

Information from other sources

We may receive information about you from:

Google (through analytics and advertising services)
Third-party review platforms where you leave feedback
Other customers who refer you to us

How we use your information

We use your personal information for the following purposes:

To provide our services

Responding to your enquiries
Scheduling and carrying out drainage work
Sending engineers to your property
Processing payments
Providing quotes and invoices

To communicate with you

Confirming appointments
Providing updates on work progress
Following up after service completion
Responding to complaints or feedback

To improve our services

Analysing how visitors use our website
Understanding customer needs
Training our staff
Improving our service quality

For marketing (with your consent)

Sending information about our services
Promotional offers and discounts
Service reminders

You can opt out of marketing communications at any time by contacting us or clicking the unsubscribe link in any email.

For legal and administrative purposes

Complying with legal obligations
Protecting our rights and property
Preventing fraud

Legal basis for processing

We process your personal information based on the following legal grounds:

Contract: When processing is necessary to provide services you've requested or to take steps before entering a contract with you.

Legitimate interests: When processing is necessary for our legitimate business interests, such as improving our services, provided these interests don't override your rights.

Consent: When you've given us specific permission, such as for marketing communications.

Legal obligation: When we need to comply with a legal requirement.

Who we share your information with

We may share your personal information with:

Our engineers and staff who need the information to provide services to you
Payment processors to handle transactions securely
IT service providers who help us maintain our systems
Professional advisers such as accountants and lawyers when necessary
Regulatory authorities if required by law

We don't sell your personal information to third parties.

How long we keep your information

We keep your personal information for as long as necessary to:

Provide our services to you
Comply with legal obligations
Resolve disputes
Enforce our agreements

Typically, we retain customer records for six years after the last transaction, in line with UK tax and legal requirements. After this period, we securely delete or anonymise your information.

How we protect your information

We use appropriate technical and organisational measures to protect your personal information, including:

Secure servers
Encrypted connections (HTTPS) on our website
Access controls limiting who can view your data
Staff training on data protection
Regular security reviews

Your rights

Under UK data protection law, you have the following rights:

Right to access: You can request a copy of the personal information we hold about you.

Right to rectification: You can ask us to correct inaccurate or incomplete information.

Right to erasure: You can ask us to delete your personal information in certain circumstances.

Right to restrict processing: You can ask us to limit how we use your information.

Right to data portability: You can request your information in a portable format.

Right to object: You can object to our processing of your information in certain circumstances.

Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time.

To exercise any of these rights, please contact us at info@oneflowdrainage.co.uk.

We'll respond to your request within one month. If your request is complex, we may extend this by up to two months, but we'll let you know.

Cookies

We use cookies on our website to improve your experience and analyse how visitors use our site. For full details, please see our Cookie Policy.

Links to other websites

Our website may contain links to other websites. We're not responsible for the privacy practices of those sites. We encourage you to read their privacy policies before providing any personal information.

Changes to this policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated revision date. For significant changes, we may notify you by email or through a notice on our website.

How to complain

If you're not happy with how we've handled your personal information, please contact us first at info@oneflowdrainage.co.uk so we can try to resolve the issue.

If you're still not satisfied, you have the right to complain to the Information Commissioner's Office (ICO):

Website: ico.org.uk

Phone: 0303 123 1113

Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Contact us

If you have any questions about this privacy policy or how we handle your personal information, please contact us:

Email: info@oneflowdrainage.co.uk