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Frequently Asked Questions | Privacy Policy | Cookie Policy | Complaints Procedure

Frequently Asked Questions

What are your opening hours?

Can I sign up today but choose a future date for my cover to start?

Is your call centre UK based?

If I sign up today, how soon does my cover start?

I'm interested in signing up, can I speak to someone over the phone?

What is the exclusion period as I left my previous provider a few weeks ago?

Are repairs carried out by your own engineers?

Are YourRepair engineers vetted and approved?

What happens once I have taken out my plan?

How long is the contract for?

Is there an excess to pay if I make a claim?

About my Boiler

My boiler is very old, will you still cover it?


What happens if you cannot repair my boiler?


My boiler is over seven years old, what happens if you cannot repair it?

Do you cover all makes and models of boilers?

Do you cover back boilers?

Do you cover oil fuelled boilers?


Do you cover LPG (bottled gas) powered boilers?

Do you cover floor standing boilers?

Boiler Servicing

When will you service my boiler?

Is the free boiler service a one off or is it included every year?


Would I have to have my boiler serviced before you cover it?


Do you need to service / inspect my boiler before it’s fully protected?

Pricing & Payments

Can I pay by monthly direct debit?

Can I change my direct debit?

Can I pay annually instead of by monthly direct debit?

How do your plans compare with other providers?

What are the prices at the time of renewal?

Can I reduce the monthly premium by adding an excess charge?

Are there any discounts available?

Making a Claim

What is the difference between an urgent repair and an emergency?

What is the maximum value of a single item repair?

If I make a claim, what are your average response times?

Do you use new genuine manufacturer approved parts for repairs?


Coverage

Do you cover my area?

What types of property do you cover?

Do you cover flats?

Do you cover commercial properties?

Do you offer service plans for mobile homes?

Do you cover Saniflo toilets?


Do you cover and / or service gas fires?

Existing Customers

How do I update my contact details?

I have moved house, can I change my address online?

Renewals

How do I update my marketing preferences?


How do I cancel my plan/policy?

What is your complaints procedure?

The policy/plan holder has passed away. How do I cancel or transfer the policy/plan?

I have Power of Attorney/Court of Protection over a policy/plan holder. How do I inform you?

Privacy Policy

Here at estateserve.co we know how important it is to keep your personal data safe, that’s why we’re committed to making sure that you receive the service you’d expect and that your privacy is protected every step of the way.

In this notice you’ll discover exactly what information we collect from you and how we then use it to deliver our services, as well as your rights. Please take the time to read this policy and let us know if you have any questions.

We may change this policy by updating this page from time to time. You should check this page occasionally to ensure that you are happy with any changes. This policy is effective from 1st January 2018.

How we use your information

When you buy a product or service from us, we will collect some of your personal details to make sure you have everything you need to make the most of our services. Please be assured that we’ll only use this for administering your contract and to support the delivery of the services or products you’ve requested.

Examples of the types of personal information we usually collect are:

  • Name

  • Address

  • Telephone number (including mobile)

  • Email address

  • Payment details (Direct Debit, (credit/debit card number)

  • Property type (flat, house etc.)

  • Boiler details (make and model)

  • Any additional requirements, such as large print or Braille documentation

  • Details of any additional authorised parties who can manage your requirements on your behalf.

The information requested during the application process is required to complete the sale of the product and/or service on offer, and forms part of your contract with us.

Unless otherwise stated, the information you provide will never be used for any other purpose without your permission. If any of the data is missing from the application form, or is incorrect, we may not be able to process your request.

Keeping and storing your data

If you’re a current or past customer, we’ll keep a copy of your personal details for no longer than six years, from the time your active relationship with us ends. Holding on to data allows us to keep accurate records for tax purposes and to handle any future complaints. All other personal data used for prospecting and quotation requests is kept for a maximum of 90 days, unless otherwise required by law.

Using information provided by third parties

We sometimes use data from third parties or publicly available sources (such as Experian), the edited electoral roll or the deceased preference service. Using this data helps us to ensure that our records are accurate and up to date by filling in any gaps on an address or clarifying addresses and house numbers. It also allows us to remove anyone from our mailings that has passed away.

We also use data for marketing purposes. Any data we use in this way is thoroughly checked by both the supplier and our own internal teams to ensure that the correct marketing permissions are in place and that the data is being used fairly.

Sharing your data with third parties

We often work with a small number of carefully selected third parties who introduce us to their customers, so we can promote the products and services we offer.

If you’ve been introduced to us through one of our partners, we may share with them details of the products and services you’ve purchased. Sharing data in this way helps us resolve individual complaints and ensures that we’re offering the right products, to the right people.

We respect your privacy and that’s why we don’t give your data to any third parties for marketing purposes. However, on occasion and in addition to the above, we may pass your information to a limited number of third parties for the following reasons:

  • To deliver the services you’ve asked for, which might include giving information to members of your family, household, or other people who have an interest in the property; for instance, landlords or letting agents

  • For legal or regulatory purposes including fraud prevention

  • If we buy or sell any business or company assets.

We’ll always keep you informed

Whenever we collect your personal information we’ll give you the opportunity to let us know how you’d like us to get in touch in the future. We promise not to inundate you with marketing messages and we understand if you would prefer not to receive any from us.

If you’ve consented to us sending you marketing messages, you can change your mind at any time by contacting us using the details in the Contact Us section. You’ll also find an unsubscribe link at the bottom of every marketing email we send you.

If you’ve given us an email address, you may receive email messages related to the management of your policy, including policy and renewal documents. If you’d prefer not to receive these messages in this way, just let us know and we’ll be happy to provide them in paper form instead (an administration fee will be charged for this service).

Your rights

If you’d like to see the personal information that we hold about you, you can request a copy at any time. If you find that this information is incorrect you can ask for it to be updated. Or, if you believe the information is being processed without a legal basis, you can ask us to stop or request that it is deleted from our systems.

To action any of the above, send an email to our Privacy Team at info@estateserve.co alternatively, you can write to us at Unit 6, Quebec Wharf, 14 Thomas Road, Limehouse, London, United Kingdom, E14 7AF.

We won’t ever charge you for a copy of your personal data, but we may ask you for proof of your identity before we disclose any information. Once we’ve seen this, we’ll send you a copy of the personal data we hold within 30 days.

Customer profiles

We carry out customer profiling so we can understand the needs, behaviours and socio-demographic characteristics of our customers. This helps us to make sure that we are offering relevant products and services to people; for example, not offering gas products to people without a gas supply. Profiling also means we can tailor our offerings to current customers, enhancing the potential benefits of being a customer.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over those other websites. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites, and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Contact us

You can contact us by mail, email or telephone at the following:

  • Unit 6, Quebec Wharf, 14 Thomas Road, Limehouse, London, United Kingdom, E14 7AF

  • Email: info@estateserve.co

  • Telephone: 03300 535 093

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Cookie Policy

This is an explanation for visitors to our website of how cookies are used and how they affect them whilst browsing or buying from us.

What are website cookies?

A cookie is a small piece of data sent from a website and is stored as a small text file on your computer hard drive. This occurs when you are browsing a website. Cookies perform various roles on a website and most cookies are unobtrusive and harmless. Cookies cannot carry viruses and cannot install malware on your computer.

How does estateserve.co use cookies?

We use a range of cookies to enable us to collect information about visitors to our website. This includes information such as visitor numbers to each of the pages on our site and whether you visited our website via a search engine (such as Google or Bing).

Cookies and your privacy

Cookies allow us to collect information about visitors to our website in an anonymous manner. If, for any reason, we do wish to obtain personal information which may identify you, we will obtain it in a clear and fair manner, and also explain what we plan to do with your information. Please see our Privacy Policy for further information.

How to control your cookie preferences

You have full control over your cookie preferences for each website you use. You can edit your cookie preferences by following the steps in the table below. For browsers not listed in the table, we recommend that you refer to the 'Help' menu in your chosen browser.

Browser Editing your cookie preferences

Google Chrome

  1. Click the spanner icon on the browser toolbar

  2. Select “Settings”

  3. Click on “Show Advanced Settings”

  4. In the “Privacy” section, click the “Contents Setting” button

  5. In the “Cookies” section, you can change the following cookie settings:

  • Delete cookies

  • Block cookies by default

  • Allow cookies by default

  • Make exceptions from specific cookies or domains

Internet Explorer 7+

  1. From the “Tools” menu, click “Internet Options”

  2. Select the “Privacy” tab

  3. Move the slider to the preferred level of privacy

  4. For more detailed cookie options, click “Advanced” and check the “Override automatic cookie handling” box then modify your settings

Firefox

  1. From the “Tools” menu select “Options”

  2. Select the “Privacy” tab

  3. Select the cookies option, if available, otherwise select “Use custom settings for history from the “Firefox will” drop down menu

  4. Choose your preferred cookie settings

Please be aware that:

  • You may not be able to use any interactive features on our website if cookies are disabled

  • By removing certain kinds of cookies, you may miss out on future offers and advertisements from us which may be of interest to you.

Further cookie preferences

For more information on website cookies, and the ways in which you can delete and control them on your computer, please go to www.aboutcookies.org.uk

Complaints Procedure

We will always aim to do Our best, however, there may be times when things go wrong. If You have a complaint about any part of Our Service, or Our products, please contact Us by phone or write to Us, using the contact details specified, see Section 9 – Contact Details. Alternatively, complete the form on the Complaints Procedure page of our website. This page details our four step complaints procedure. 

This is a Service or Maintenance agreement and not an insurance policy, any benefit You receive from this Service or Maintenance Contract will be at Our absolute sole discretion. This means that this Service or Maintenance Contract falls outside the remit of the Financial Conduct Authority (FCA). Any complaints You make to Us will be governed by the following applicable law:
This Service or Maintenance Contract may only be relied on and enforced by Us and You, and shall not be directly or indirectly enforceable by any third party under the Contracts (Right of Third Parties) Act 1999 or otherwise. This Service Contract shall in all respects be governed by and construed in accordance with the laws of England and Wales and, subject to the terms of this clause, any disputes arising between the parties under this Contract shall be referred to the exclusive jurisdiction of the courts of England and Wales, unless the protected Home is located in Scotland, in which case the law of Scotland shall apply.