Privacy Policy

Last updated: November 2026

This policy explains how Drainline Services Limited (“Drainline”, “we”, “us”) collects and uses personal information when you visit this website, send us an enquiry, or contact us by phone or email. It also explains your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Drainline Services Limited is the controller of the personal information described in this policy.

Drainline Services Limited
The Buckman building
43 Southampton Road
Ringwood
Hants
BH24 1HE

Registered in England and Wales, company number 07265199. Registered office: Compound F Twin Pines, Grange Road, St Leonards, Ringwood, Hampshire, BH24 2QE.

Phone: 0333 200 4747

Our data protection contact is Nick Ruxton: Nick@drainlineservices.co.uk.

For any question about your personal information, or to use any of your rights, contact us using the details above.

2. What we collect

When you send an enquiry through our website form, we collect the details you enter — typically your name, phone number, email address, the address or postcode of the property, and a description of the drainage problem or the work you need.

When you phone or email us, we collect the details you give us during the call or in your message.

When you use the website, some technical information is processed automatically:

• Our hosting provider, Cloudflare, processes your IP address and basic browser information to deliver the website and protect it from attacks.
• The enquiry form records how you arrived at the site and which pages you looked at during your visit, so that your enquiry reaches us with that context. See our Cookie Policy for the details stored on your device.
• When the “Areas we cover” map loads, your browser fetches map images from OpenStreetMap, which receives your IP address.

We use Google Analytics, run through Google Tag Manager, to see how the website is used, such as which pages are viewed. Google Tag Manager loads on every page, whatever your cookie choice, and Google receives your IP address when it does. Analytics cookies are only set if you choose Accept All in our cookie banner; without them, Google may still receive basic information about your visit that is not linked to a cookie. See our Cookie Policy for the cookies set. We do not use advertising trackers, and we do not sell your personal information.

3. How we use it and our lawful basis

• To reply to your enquiry and give you a quote — because you have asked us to (steps before entering into a contract) and in our legitimate interest in responding to people who contact us.
• To carry out and invoice work you book with us — to perform our contract with you.
• To keep business, tax and accounting records — to meet our legal obligations.
• To keep the website and enquiry form secure and free of spam — in our legitimate interest in protecting our services.

We will only send you marketing messages if you have asked us to, and you can ask us to stop at any time.

4. Who we share it with

We use trusted service providers who process personal information on our behalf and only on our instructions:

• HighLevel (LeadConnector) — provides the enquiry form and the customer management system where enquiries are stored. The form is provided to us through our website partner, eDirect. HighLevel privacy policy.
• Cloudflare — hosts this website and provides security and spam protection, including for the enquiry form. Cloudflare privacy policy.
• OpenStreetMap Foundation — supplies the map images on our “Areas we cover” map. OpenStreetMap privacy policy.
• Google Fonts — the enquiry form loads its text fonts from Google. Google privacy policy.

We may also share information with our accountants and professional advisers, or where the law requires us to.

Some of these providers are based in, or use servers in, countries outside the UK, including the United States. Where personal information is transferred outside the UK, it is protected by safeguards recognised under UK data protection law, such as the UK International Data Transfer Agreement or the UK Extension to the EU–US Data Privacy Framework.

5. How long we keep it

We keep enquiry details for as long as we need them to respond to you and follow up on your enquiry. If you become a customer, we keep job and invoice records for six years after the end of the financial year they relate to, as required for tax and accounting purposes. After that, the information is deleted or anonymised.

6. Your rights

You have the right to:

• ask for a copy of the personal information we hold about you
• ask us to correct information that is wrong or incomplete
• ask us to delete your information
• ask us to restrict how we use your information
• object to us using your information on the basis of our legitimate interests
• ask us to transfer information you gave us to another organisation
• withdraw your consent at any time, where we rely on consent

To use any of these rights, contact us using the details in section 1. We will respond within one month. There is normally no charge.

We do not make decisions about you based solely on automated processing.

7. Complaints

If you are unhappy with how we have handled your personal information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator: ico.org.uk/make-a-complaint or 0303 123 1113.

8. Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed.