Privacy Policy
TrueCare Energy Solutions Limited (trading as “TrueCare Energy”, “we”, “us” or “our”) is committed to protecting your privacy. This policy explains what personal information we collect when you use our website or our services, why we collect it, what we do with it, and what rights you have over it.
We’ve tried to write this in plain English rather than legal jargon. If anything is unclear, please contact us and we’ll be happy to explain further: info@truecareenergy.co.uk
Who we are
TrueCare Energy Solutions Limited is the organisation responsible for your personal information (in data protection law, we’re the “data controller”).
- Company name: TrueCare Energy Solutions Limited
- Company number: 17027773 (registered in England and Wales)
- Registered office: Office 35, Balby Court Business Campus, Carr Hill, Doncaster, DN4 8DE
- Contact email: info@truecareenergy.co.uk
what information we collect
We collect personal information directly from you when you use one of the forms on our website, and separately when we carry out a visit.
When you request a quote, book a service, or make an enquiry through our website, depending on which form you use, we may collect:
- Your name, phone number and email address
- Your postcode and property address (so we can identify the site of the work)
- Details about your heat pump, solar panels or other equipment — for example, the manufacturer, model, and install or last-service date
- A description of any problem or issue you’re reporting
- Your preferred day and time for us to call you back
- If you’re enquiring on behalf of a business: your company name, company address, and the products or services you’re interested in
When we carry out installation or servicing work, our engineers may record:
- System and equipment details (make, model, service history)
- Notes about the work carried out
- Photographs of the equipment or installation, where relevant to the job
When you browse our website, we (and our analytics and advertising partners) may automatically collect:
- Your IP address, browser and device type
Pages visited, how you arrived at our site, and how you interact with it - Cookie identifiers — see Cookies and similar technologies below
We don’t ask for more information than we need to provide our services.
Do you have to give us this information?
Some information is required for us to help you — for example, we can’t provide a quote or book a service visit without at least your name, contact details and property address. Where a field on one of our forms is marked as required, it’s because we need it to carry out the request you’ve made; optional fields (such as a message or preferred callback time) simply help us serve you better.
How we use your information
Under data protection law, we can only use your personal information if we have a proper reason — a “lawful basis” — for doing so. The table below sets out what we use your information for and which basis we rely on.
When you request a quote or make an enquiry, we use your details to respond to you and prepare a quote. Once you’ve booked work, we use your information to carry it out on the basis of contract, as it’s necessary to perform our agreement with you.
We send service reminders and follow up on any problems you’ve reported on the basis of contract and legitimate interests — maintaining the ongoing relationship with our customers and the safe operation of the equipment we’ve installed. We keep records of your equipment, service history and correspondence in our customer database on the basis of legitimate interests, so that we can provide a consistent, accurate service and meet our obligations to you. Similarly, we respond to commercial and B2B enquiries on the basis of legitimate interests — responding to businesses that have approached us about our products and services.
Where you’ve opted in, or where you’re an existing customer and haven’t opted out, we may send you marketing about our products or services. This is based on your consent, or, for existing customers, on legitimate interests under the “soft opt-in” rule — you can opt out at any time. We use analytics tools to understand how visitors use our website and to improve it, based on your consent, obtained through our cookie banner.
Who has access to your data
We never sell your personal information to anyone. We do share it with a small number of trusted organisations who help us run our business and deliver our services, including:
- Website analytics (such as Google Analytics), who help us understand site usage and improve customer experience
- Our own engineers and administrative staff, on a need-to-know basis, to carry out and manage your installation or service
How long we store your information
We only keep your personal information for as long as we need it. As a general rule:
- If you become a customer, we’ll keep your information for as long as our relationship with you continues (for example, while your equipment is under warranty or you use our servicing), plus 6 years after our last contact with you, to meet our legal, accounting and insurance obligations and to deal with any queries or claims that may arise.
- Some records (such as invoices) may need to be kept for longer where required by law, for example for tax purposes.
Cookies
Our website uses cookies and similar technologies (such as tracking pixels) to make the site work properly, to understand how it’s used, and — where you’ve given consent — to show you relevant advertising, including through tools like Google Analytics and social media advertising pixels.
When you first visit our site, you’ll be asked to choose which types of cookies you’re happy for us to use. You can change your mind at any time by adjusting your cookie settings or your browser settings. Blocking some cookies may affect how parts of our website work.
We may update our specific list of cookies from time to time as the tools we use change; the current list is available on our cookie settings page on the website.
Your rights
Under data protection law, you have a number of rights in relation to the personal information we hold about you. You can:
- Ask to see the information we hold about you (“right of access”)
- Ask us to correct any information that’s inaccurate or incomplete
- Ask us to delete your information, in certain circumstances
- Ask us to restrict or pause how we use your information
- Object to us using your information, particularly where we rely on legitimate interests or for direct marketing (you can opt out of marketing at any time, free of charge)
- Ask for your information in a portable format to transfer to another organisation, where technically feasible
- Withdraw your consent at any time, where we’re relying on consent (such as marketing or analytics cookies) — this won’t affect anything we did before you withdrew it
To exercise any of these rights, just contact us using the details here. We’ll normally respond within one month. There’s no charge for making a request, unless it’s clearly unfounded or excessive.
keeping your data safe
We take the security of your personal information seriously and use appropriate technical and organisational measures to protect it against loss, misuse, or unauthorised access — including restricted access to our customer systems, and secure hosting for the information we store.
Changes to this policy
We may update this policy from time to time, for example if we change how we collect or use information, or if the law changes. The “last updated” date at the bottom of this page shows when it was last revised.
How to complain
If you’re unhappy with how we’ve handled your personal information, we’d like the chance to put it right — please contact us first using the details below.
You also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
- Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
How to contact us
If you have any questions about this policy or how we handle your personal information, please get in touch:
TrueCare Energy Solutions Limited, Office 35, Balby Court Business Campus, Carr Hill, Doncaster, DN4 8DE
Email: info@truecareenergy.co.uk
Last reviewed date: 15th September 2026