At Centralheat  we are committed to protect and respect your privacy.

This policy together with our Terms and Conditions set out the basis on which any personal information we collect from you, or that you provide to us, will be collected and processed by us.

Please read the following carefully to understand our views and practices regarding your personal information.

For the purpose of the Data Protection Act 1998 (DPA) and the EU Data Protection Regulation 2016 (GDPR) the data controller is Centralheat 81 Kingsley Road, Hounslow, Middelesex. TW3 4AH.

What you will find in this document.

-          Details about the information we collect

-          Reasons why we collect this information

-          Any Third-Party Involvement

-          Details about the time this information will be stored and used for

-          Your rights to change, delete and request your personal information

-          How to contact us and the ICO

-          And finally, a detailed list of cookies we use


2.       Information we may collect from you

We may collect and process the following information types:

Any information that you provide by filling in forms on our secure website (our website). This includes information provided at the time of registering or ordering on our sites, or requesting further services. For example, downloading a catalogue. We may also ask you for information when you report a problem with our website;

This information includes, but is not limited to:

-          Your Full Name

-          Your Company Name

-          Your Contact Details (email and/or phone number)

-          Your Address

-          A Login and Password

If you contact us, we may keep a record of that correspondence until your enquiry has been resolved.

Details of any transactions or possible transactions or information requests that you carry out via our website; and details of your visits to our website including, but not limited to, traffic data, location data, weblogs and other communication data, will be kept for 30 days if you accept our cookie notice.


3.       Why do we Request this information?

We require the collection of your personal information mainly for delivery and billing purposes related to you placing an order with us. You may save your login and password in your browsing settings under ‘preferences’ and retrieve them from any of your devices.

We may also collect your personal information when you contact us via phone, contact form, email or a local trade counter. This includes but is not limited to, questions about products, deliveries, returns, complaints, survey responses, competition responses and general questions about our catalogue.

We do not need to ask your permission for you to use our website.

We will ask your permission to use your personal information to send you marketing and promotion-related materials. These include, but are not limited to, voucher codes, event information, weekly emails and new store openings. You can give your permission to sign up to our newsletter by ticking the dedicated box during checkout or signing up via our ‘sign up to our newsletter’ field in our footer and you have the right to withdraw your permission at any time.

How can you withdraw your consent;

-          By logging into your account and updating your ‘account settings’

-          By emailing us directly via:

-          By calling our customer service team or filling out the contact us form on this website

-          By writing to us at Centralheat. 81 Kingsley Road, Hounslow, Middelesex. TW3 4AH.


4.       Uses made of the information

We use information held about you in the following ways:



to ensure that content from our website is presented in the most effective manner for you and for your computer;

legitimate interest. To ensure we offer you the best quality service

to develop and improve the services which we offer;

legitimate interest. To ensure we offer you the best quality service

to provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes;

legitimate interest and only applicable once you’ve given us your permission to do so. To create a personalised and relevant experience when you shop with us online

to carry out our obligations arising from any contracts entered into between you and us;

necessity by contract. To meet our obligations, we will use your personal information e.g. for the completion of an online or click & collect order

to allow you to participate in interactive features of our service, when you choose to do so;

legitimate interest. To create a personalised and relevant experience when you shop with us online

to notify you about changes to our service;

legitimate interest. To make you proactively aware of any changes that may affect you

to address any claims, you might make against us; and

legitimate interest. To address properly all claims and resolve them accordingly

to protect against fraud and criminal activity.

legitimate interest. To protect against unlawful activities. E.g. when a court asks us to do so


4.1.  Third parties:

In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets;

If we or substantially all of our assets are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets; and

If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions and other agreements; or to protect our rights, property, or safety, our customers or others (including exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction).

4.2.  Fraud prevention:

In order to protect our customers and ourselves from fraud and theft, we may pass on information that we obtain from making identity checks and other information in our customer records, including how you conduct your account, to other group companies, other retailers and to financial and other organisations (including law enforcement agencies) involved in fraud prevention and detection, to use the same way.

5.       Where and how long do we store your personal information?

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted [using SSL technology]. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

5.1.   Disclosure of your information

We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in sections 736 and 736A of the UK Companies Act 1985 (as amended).

5.2.   Time data is kept

We have to keep your information for as long as it is necessary to complete our obligations under any contract made. This includes, but is not limited to, order fulfilment and the anticipation of returns according to your returns right.

We keep the information for anyone who still has outstanding obligations under any contract made. This includes, but is not limited to, outstanding invoices and investigating fraud cases.

We delete all cookies related to our website and your browser experience every 30 days.

We keep your personal information in our back-end system for a max of 38 months. After this, all data is automatically anonymised.

6.       Your rights

You have the right to ask us;

-          Not to process your personal information

-          To be sent a copy of the personal information we keep of you

-          Correct any personal information that is incorrect or outdated

-          Remove your personal information when you wish us to delete your information after we have no more necessary need to keep it

-          Stop sending you marketing materials and promotions


You can exercise your right by contacting us at or via any of the means below. If you are unhappy with how we handle your personal data, you can file a complaint directly with the Information Commissioner Office (ICO). Contact details are provided below.

Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

7.       Contact Us

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to:

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

8.       Cookies

We may collect information about your computer, including, where available, your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns and does not identify any individual.

For the same reason, we may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive. They help us to improve our website and to deliver a better and more personalised service. They enable us:

-          to estimate our audience size and usage pattern;

-          to store information about your preferences, and so allow us to customise our website according to your individual interests;

-          to speed up your searches; and

-          to recognise you when you return to our website.

You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our website.

A clear cookie policy notice has been added to our page and will reappear on your screen every 30 days once cookies have expired. By accepting cookies you can use our website and services to its full extend.

[Please note that our partners may also use cookies, over which we have no control and no liability can be claimed if they are inaccurate.]