Privacy policy

Effective date: 8/10/2026

Welcome to EPLAN Energy's privacy policy. This page outlines how we handle your information when you visit our website, www.eplanenergy.com (the "Service").

Where your data is stored

Our call recordings are stored in the European Union (Germany). UK law recognises the EU as providing an adequate level of protection for personal data.

How long we keep it

Call recordings are kept for 6 months, unless needed for an ongoing complaint or claim. Customer contact details on aftercare and breakdown records are kept for 6 years after our last work at the property, after which we remove them and keep only anonymous property and repair history. Installation, commissioning and certification records are kept for 15 years after completion, or 30 years for properties completed before 28 June 2022, because of our legal responsibilities for the work. Emails and correspondence are kept for 6 years. We are currently applying these periods to records we hold from before this notice was updated.

How we protect it

Access is limited to authorised staff with individual logins, and our systems are hosted by reputable providers with security controls in place.

Your rights

You have the right to:

• access a copy of your personal data;

• have inaccurate data corrected;

• have your data erased or its use restricted in certain circumstances;

• object to our use of your data based on legitimate interests;

• data portability, where it applies.

To use any of these rights, contact dataprotection@eplanenergy.com. You can make a request by phone or in writing, and we’ll respond within one month.

Complaints

If you’re unhappy with how we’ve handled your data, please contact us first and we’ll investigate and respond. You also have the right to complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint, or 0303 123 1113.

Cookies

Our website uses cookies needed for it to work, and analytics cookies that tell us how many people visit and which pages they use. This information is not used to identify you, for advertising, or to track you across other websites. You can block or delete cookies through your browser settings.

Website enquiries 

If you contact us through the enquiry form on our website, we use the details you provide (such as your name, email address, phone number and message) to respond to your enquiry and, if you become a customer, to provide our services. Our legal basis is our legitimate interest in responding to enquiries. Enquiries that don’t lead to work are deleted after [12 months].