Complaints & Privacy Policy
Privacy Policy
Who are we?
Gascon CHS Ltd
Email: info@gasconltd.co.uk
Telephone: 07828 623 767
Address: Kermoor Avenue, Bolton, Greater Manchester, UK
Our Data Contact Lead
If you have questions about your personal information, you can contact us using the details above.
Why do we collect and use your personal information?
We collect and use your personal information to provide our gas, heating, repair, maintenance and installation services.
We may also use your personal information to send marketing communications about similar products and services by email. Each marketing email will include an unsubscribe link, and you can object to receiving marketing at any time.
What is our lawful basis for handling your personal information?
Under UK GDPR, the lawful bases we rely on are:
Contract – to deliver our services and fulfil our agreement with you
Legal obligation – where required by law (for example, reporting to regulators)
Legitimate interests – to send marketing about similar services, to work with professional service providers, or in the event of a merger or acquisition
We rely on the soft opt-in for email marketing to existing customers, in line with PECR.
What happens if I do not provide my personal information?
If you do not provide the personal information we request, we may not be able to provide our services to you.
Who will we share your personal information with?
We may share your information with:
Finance lenders or brokers (where finance is requested)
Law enforcement agencies and regulators (including the FCA and HMRC) where required
Professional advisers such as lawyers, accountants and compliance consultants
Successor organisations if we are involved in a merger or acquisition
How long will we store your personal information?
We will retain your information for up to six years from the date we stop providing services to you.
If you consent to marketing, we will retain your data until you withdraw consent or unsubscribe.
What are your rights under UK GDPR?
You have the right to:
Access your personal data
Correct inaccurate data
Request deletion of your data (after services end)
Restrict how we use your data
Object to processing
Request data portability
Withdraw consent at any time
We will respond to all rights requests within one month.
How can I exercise my rights?
You can contact us using the contact details at the top of this policy.
How do I complain about data protection?
You can contact us directly using the above details, or contact the Information Commissioner’s Office (ICO):
Website: https://ico.org.uk/concerns/
Telephone: 0303 123 1113
Cookie Policy
Our website uses cookies. Cookies are small text files placed on your device to help the site provide a better user experience.
We use cookies to:
Understand how visitors use our website
Improve website performance and usability
We use Google Analytics, which collects anonymised information such as IP address, browser type and pages visited. This data does not identify you personally.
You can disable cookies through your browser settings if you prefer.
Complaints Policy
Your views are important to us. If we fail to meet the high standards you expect or make a mistake, we want to know. We will investigate your complaint and aim to resolve the issue as quickly as possible.
Step 1: Getting in touch
If you wish to make a complaint, please contact us and provide:
Your full name and contact details
Any reference number or previous correspondence
A clear description of the issue
You can contact us by post, telephone or email using the details on our website.
If you require communication in an alternative format (such as large print or by telephone), please let us know.
Step 2: Acknowledgement and resolution
We aim to resolve complaints as quickly as possible.
If we cannot resolve your complaint immediately, we will write to you within three business days to explain:
Why it has not yet been resolved
Who is handling your complaint
When you can expect a further update
If we are unable to reach a resolution within eight weeks, we will issue a final response or explain the delay and provide a timeframe for our decision.
Step 3: Complaints relating to finance (mandatory FCA wording)
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
Write: Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT
Telephone: 01978 666887
Email: info@tradehelp.co.uk
If your complaint relates to the finance linked to your purchase, you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement
If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter.
They can be contacted as follows:
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk