Privacy Policy 

Prime Time Home (Nationwide Plans Ltd t/a Prime Time Home) 

Last updated: 6 January 2026 

 

1. Who we are

This Privacy Policy explains how we collect, use, store and share personal information when you use our website, contact us, purchase a service plan, request a quotation (including by video call), or use our services. 

For the purposes of UK data protection law, the data controller is: 

Nationwide Plans Ltd trading as Prime Time Home 

Registered office: Choles Yard, 284 High Road, North Weald, Essex, England, CM16 6EG 

Company number: 11696341 

VAT number: 450744009 

Email: info@primetimehome.co.uk 

Telephone: 01992 214 001 

Website: primetimehome.co.uk 

FCA firm reference number (FRN): 1019993 

If you have any questions about this Privacy Policy, please contact us using the details above. 

2. What information we collect

We may collect and process the following categories of personal information: 

2.1 Information you give to us 

• Identity and contact details (for example, your name, address, email address and telephone number). 

• Property details relevant to your enquiry (for example, property address and information about your heating system). 

• Enquiry information (for example, details you submit via our website enquiry form such as your first name, email address, mobile number and postcode, plus the reason for your enquiry, preferred appointment times and any notes you provide). 

• Quotation and installation information (for example, survey notes, photographs or videos you provide, and installation records). 

• Service plan information (for example, plan selection, renewal information, and service history). 

• Payment and billing information (for example, invoice details and payment status). Card payments taken by phone are processed by our payment provider (Worldpay). We do not intentionally store full payment card details. 

• Finance-related information if you ask us to introduce you to a lender (for example, information needed to complete an application). 

• Communications (for example, emails, messages and call notes). We do not record calls or video calls. 

• Complaint information (for example, details of complaints, reference numbers and supporting documents). 

2.2 Information we collect automatically when you use our website 

• Technical data such as IP address, browser type, device information, operating system and referral source. 

• Usage data about how you interact with our website (for example, pages viewed and time spent on pages). 

• Cookie data and similar technologies (including through Google Analytics and the Meta Pixel – see section 9). 

2.3 Information we receive from third parties 

• Engineers, installers, suppliers and partners involved in delivering services to you (for example, job status updates). 

• Finance providers and/or lenders (for example, application outcomes and related administration). 

• Credit reference agencies, fraud prevention agencies and identity verification providers, where applicable (usually via a lender). 

• Publicly available sources (for example, where needed to confirm address details). 

We do not aim to collect special category personal data (for example, health information) or information about children. Please do not provide this type of information unless we specifically request it and it is necessary. 

3. How we use your information and our legal bases

UK data protection law requires us to have a lawful basis for using your personal information. We use your information for the purposes below. 

 

Purpose	Examples of what we do	Lawful basis
To provide quotations and deliver services	Provide remote/video quotations; arrange surveys; install, service or repair heating systems; manage service plans and renewals; provide customer support.	Performance of a contract; taking steps at your request before entering a contract.
To manage payments and accounts	Issue invoices; take or record payments; manage arrears; keep financial records.	Performance of a contract; legal obligation (e.g., tax/accounting).
To handle complaints and quality assurance	Investigate and respond to complaints; keep records of complaints; improve our services.	Performance of a contract; legitimate interests; legal obligation where applicable.
To introduce you to finance (credit broking) where requested	Share relevant application information with selected lenders/finance providers; communicate about your application.	Taking steps at your request before entering a contract; legitimate interests. Lenders will have their own lawful bases and privacy notices.
To comply with legal and regulatory duties	Maintain records; respond to lawful requests; comply with FCA and other regulatory requirements where relevant.	Legal obligation; legitimate interests.
Marketing and relationship management	Send service reminders, plan renewal information, and (where permitted) marketing communications.	Consent (where required) and/or legitimate interests. You can opt out at any time.
Website security and analytics	Maintain website security; monitor performance; understand usage trends.	Legitimate interests; consent where cookie rules require it.

4. Who we share your information with

We may share your personal information with: 

• Our employees and authorised contractors who need it to provide services. 

• Engineers, installers and service partners who carry out works, inspections or servicing. 

• Suppliers and manufacturers (for example, to register product warranties or obtain parts). 

• IT and communications service providers (for example, hosting, email, customer relationship management and telephony). 

• Payment service providers (for example, Worldpay) to process payments. 

• Analytics and advertising partners (for example, Google (Google Analytics) and Meta (Meta Pixel)) where you have provided consent (or where permitted by law). 

• Finance providers and/or lenders where you ask us to introduce you to finance. 

• Professional advisers (for example, insurers, accountants and solicitors) where necessary. 

• Regulators and public authorities where required by law (including where relevant to our regulated activities). 

• Law enforcement agencies where required or permitted by law. 

We only share personal information where necessary and we require service providers to protect it and use it only for the services they provide to us. 

5. International transfers

Some of our service providers may store or process information outside the UK. Where this happens, we take steps to ensure appropriate safeguards are in place, such as the UK International Data Transfer Agreement (IDTA) or other lawful mechanisms. 

6. How we keep your information secure

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or alteration. However, no method of transmission over the internet is completely secure. 

7. How long we keep your information

We keep personal information only for as long as necessary for the purposes set out in this Privacy Policy, including to meet legal, accounting, tax and regulatory requirements. Typical retention periods include: 

• Contract and installation records: usually up to 6 years after the end of the customer relationship. 

• Financial records (invoices and payments): usually up to 6 years to meet tax/accounting requirements. 

• Complaints records: usually up to 6 years, or longer if required for regulatory or legal reasons. 

Retention periods may be longer where we have an ongoing relationship with you (for example, an active service plan) or where we reasonably need to keep records to establish, exercise or defend legal claims. 

8. Your rights and choices

You have rights in relation to your personal information, including the right to: 

• request access to your personal information; 

• request correction of inaccurate or incomplete information; 

• request deletion of your personal information in certain circumstances; 

• request restriction of processing in certain circumstances; 

• object to processing based on legitimate interests (including direct marketing); 

• request data portability in certain circumstances; 

• withdraw consent at any time where we rely on consent. 

To exercise your rights, please contact us at info@primetimehome.co.uk. We may need to verify your identity before responding. 

Marketing: we do not currently send marketing by email or SMS. If we do in future, you can opt out at any time by using any unsubscribe link (if provided) or by contacting us. 

9. Cookies and similar technologies

We use cookies and similar technologies (including Google Analytics and the Meta Pixel) to operate our website, understand how it is used, and support marketing where permitted. 

• enable core website functionality (essential cookies); 

• understand how visitors use our website (analytics cookies); 

• remember preferences and improve your experience (functional cookies); 

• support marketing where used and permitted (marketing cookies). 

You can manage cookies through your browser settings and, where available, our cookie banner/preferences. We will ask for your consent before setting non-essential cookies/pixels where required by law. 

10. Links to other websites

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites. Please review the relevant privacy policies when you leave our site. 

11. Children

Our website and services are intended for adults. We do not knowingly collect personal information from children. 

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated version on our website and update the ‘Last updated’ date at the top. 

13. Complaints

If you have concerns about how we use your personal information, please contact us first so we can try to resolve the issue. 

You also have the right to make a complaint to the UK Information Commissioner’s Office (ICO). Details of how to contact the ICO are available on the ICO’s website.