Privacy Policy


Welcome to the Metropolitan privacy policy.

Please note that, in this privacy policy, reference to "we", "us", "our" and "Metropolitan" denotes Independent Community Heating Ltd, trading as "Metropolitan", registered number 05366042, whose registered address is: Company Secretary, Synergy House, Woolpit Business Park, Woolpit, Bury St. Edmunds, Suffolk, IP30 9UP.

For the purpose of the Data Protection Act or any replacement legislation including the EU General Data Protection Regulation (together, the "Data Protection Legislation"), the data controller is Independent Community Heating Ltd.

Metropolitan respects your right as our customer to privacy and takes its responsibilities regarding the security and privacy of all visitors to our website, (the/our "Website") very seriously. We have developed this policy because we want you to feel confident about the privacy and security of your personal information, so please read it carefully before using our Website.

Metropolitan has notified the Information Commissioner’s Office of its activities in accordance with current Data Protection Laws (registration number Z2499371). This notification can be viewed at

Metropolitan takes all reasonable care to prevent any unauthorised access to your personal information.

By visiting and/or ordering services on the Website, you acknowledge and where required you consent to the collection, use and transfer of your information as set out in this privacy policy.

About Metropolitan

Metropolitan is a leading-edge heating and hot water services provider based in the UK. Please contact our sales office (please see Contacting Metropolitan on our Website) to find out if you are able to receive our services in your area, or alternatively check on our website at

Definition of Personal Data

This privacy policy has been created to explain to you the way in which Metropolitan uses your "personal data". When we refer to "personal data" in this privacy policy, we mean personal information which identifies you as an individual, or is capable of doing so. This may include information which tells us something about you as an individual, for example your name, address or telephone number. We are committed to providing you with a professional and personalised service whilst at the same time safeguarding your privacy and protecting your personal data from unauthorised uses or disclosures.

"Sensitive personal data" is a particular category of information and is any "personal data" which concerns racial or ethnic origin, political opinion, religious beliefs or other beliefs of a similar nature, membership of a trade union, physical or mental health or conditions, sexual life, commission or alleged commission of any offence or any proceedings for any offence committed or alleged to have been committed by you, the disposal of such proceedings or the sentence of any court in such proceedings.

Any sensitive personal data that you provide to us will be processed in accordance with this policy and the Data Protection Legislation. We will not collect and/or use any sensitive personal data without your explicit consent.

Information that We Collect From You

When you visit the Website or order any of our services via our Website (including when you complete our property occupation and contact forms), you may be asked to provide information about yourself including your name, contact details (being your home address, email address and telephone number) and payment information such as credit or debit card information and billing address. We may also collect information about your usage of the Website from the e-mails or letters you send to us. Some of this information is collected and processed so that the contract with you can be performed, some for the purpose of legal compliance and some for the purposes of our legitimate business interests (subject to your rights), such as for training purposes, or to analyse the use of our Website and services in order to continually improve our business and services.

As described above, in some instances, we may need your credit/debit card details to charge for the services. All financial transactions are secured by SSL encryption to offer secure communications of sensitive data to and from our Website. However, no data transmission over the Internet can be guaranteed to be totally secure, and any information which you send to us is sent at your own risk.

We work closely with third parties (including, for example, our business partners) who may collect personal information from you and pass it on to us. Where this is the case, the third party is responsible for obtaining the relevant consents from you to ensure you are happy with the ways in which your personal data will be used.

Use of Your Information

We will use your personal information to (a) provide you with access to the relevant parts of the Website; (b) supply the services you have requested; and (c) improve our Website and services to ensure you get the best online experience. It will also enable us to bill you and to contact you where necessary about our services. We will also use the information we collect from you [for the purposes of statistical analysis] and to help us prevent fraud.

Where you have consented at the time we collected your data or where we otherwise have a right to do so, we may use your information to let you know about our products and services that may be of interest to you and/or inform you about important changes or developments to the Website or our services, by post, telephone, mobile messaging (e.g. SMS, MMS etc.) as well as by e-mail.

If you change your mind about us using your data in the ways described in this policy, please let us know by contacting us using the details set out in section 10 below and/or changing your account settings. You may also opt out of receiving marketing emails from us by following the instructions outlined in the email.

Sharing your information

The information you provide to us will be transferred to and stored on our servers in the UK.

In order to provide our services to you we have to share your information with certain third parties such as our payment provider (who processes your payments on our behalf) and other members of our corporate group. We may also share your information with credit reference or fraud prevention agencies. By submitting your personal information to us, you agree to such third parties processing your information. Metropolitan asks all of its group companies to treat your data securely and in accordance with this privacy policy, and will take reasonable steps to enforce this.

If you have consented, we may allow carefully selected third parties, including marketing and advertising companies, or our business partners (including other members of our corporate group) to contact you occasionally about services that may be of interest to you. They may contact you by telephone, post, SMS as well as by e-mail, If you change your mind about being contacted by these companies in the future, please let us know by contacting us using the details set out below and/or by amending your account settings online. You may also opt out of receiving any marketing communications you receive by following the instructions outlined in these communications.

We may also provide our advertisers with aggregate information about our users (for example, we may inform them of the types on any given day). You will not be personally identifiable from this aggregate information.

If our business enters into a joint venture with, purchases or is sold to or merges with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors.

We may use the information that you provide to us if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation; or in order to enforce any agreement we have in place with you; or to protect the rights, property, or safety of Metropolitan, its customers, employees or others. This includes exchanging information with other companies and other organisations for the purposes of fraud protection and prevention.

Privacy Policy Call Recording

Please note that, subject to receiving your consent, we may record all inbound and outbound telephone calls made to and by our customer support centre for training and quality purposes. In addition, where we receive your consent to do so, in some instances we may be required to send call recordings to third parties for whom we sell products or services over the phone. This is so that they can monitor the quality of our calls when selling their products or services.

Security, Data Transfers Outside the EEA and Data Retention

We take steps to protect your information from unauthorised access and against unlawful processing, accidental loss, destruction and damage. We will only keep your information for as long as we reasonably require and, in any event, only for as long as Data Protection Legislation allows.

Where you have chosen a password which allows you to access certain parts of the Website, you are responsible for keeping this password confidential. We advise you not to share your password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your information, we cannot guarantee the security of your data transmitted to the Website; any transmission is at your own risk.

The information that we collect from you may also be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. This includes staff engaged in, among other things, the processing of your payment details and the provision of support services. By submitting your personal data, you are acknowledging this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your information is treated securely and in accordance with this privacy policy and the Data Protection Legislation. This means that we will only transfer your information to third parties that (a) are in countries that have been confirmed by the European Commission to provide adequate protection to personal information; or (b) have agreed to provide all protections to your personal information as set out in the Data Protection Legislation.

Your Rights

We will usually inform you (before collecting your information) if we intend to use your information for marketing or research purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at the details set out at section 10 below.

Should you have any queries or complaints in relation to how we use your information, please contact us via the details set out at section 10 below. Should you wish to take any complaints or queries further, you have the right to contact the Information Commissioner's Office regarding such issues.

Our Website may, from time to time, contain links to and from third party websites. 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 websites or their related policies. Please check these policies before you submit any personal information via these websites.

Access to the Personal Data We May Hold About You

You have the right to see the information we hold about you and to ask us to: (a) make any changes to ensure that any information we hold about you is accurate and up to date; (b) erase or stop processing any information we hold about you where there is no longer a legal ground for us to hold it; or (c) transfer any information we hold about you to a specified third party. If you wish to do this, please contact us using the contact details set out below.

Changes to Our Privacy Policy

Metropolitan may amend this privacy policy at any time without notice. By continuing to use the Website, you agree to the updated privacy policy. If you do not agree to any changes that we make, you should not use or access (or continue to use or access) the Website and/or our services. Any changes to our privacy policy will be posted on the Website and, where appropriate, notified to you by e-mail.

Privacy Support

All comments, queries and requests relating to our use of your information are welcomed (including in relation to transfer of data outside the EEA) and should be addressed to Metropolitan, Driscoll 2, Ellen Street, Cardiff CF10 4BP; or call on tel +44 2920 100346, or email via

Use of Cookies

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