Privacy, complaints, cookies


This section of our website contains information on our policies and procedures, including our privacy policy, complaints policy, and cookies policy.

Please get in touch if you have any questions you feel aren’t answered fully below.


1. Privacy policy

This privacy policy applies between you, the User of this Website, and Gas Angel Heating Services Limited, the owner and provider of this Website. Gas Angel Heating Services Limited takes the privacy of your information seriously. This privacy policy applies to our use of any and all Data collected by us or provided by you in relation to your use of the Website.

This privacy policy should be read alongside, and in addition to, our Terms and Conditions.

We may change this policy by updating this page from time to time, this policy takes effect from 1st May 2020.

Data Protection Regulation 2018 and the Data Protection Act 2018

Gas Angel is responsible for the data we collect – our details are as follows:

Gas Angel Heating Services Ltd.
25 Chapel Grange
Newcastle upon Tyne

0191 289 3464
Send an email

Data we hold

When you buy from us or carry out research on our website, we may gather some of your personal information to help us offer you the highest quality service. We will collect some or all of the following:

  • name
  • address
  • phone number
  • email
  • date of birth
  • Direct Debit details
  • IP address
  • responses to surveys/promotions
  • mobile applications and website usage (not specific individual)
  • how many call-outs you have had
  • responses to marketing communications
  • records of complaints
  • information required by relevant industry bodies (Gas Safe)

We only use personal data if we are allowed to by law, for example, (1) When you sign up as a Gas Angel Cover customer so we can deliver your cover plan service. (2) Improve the service we offer. (3) Make contact with helpful services that we feel may be of interest to you, to which you can always unsubscribe.

Your personal information may be shared with:

(1) Gas Angel employees who may need to use your information to do their job, (2) Organisations that help provide our services that you use such as our UK online Direct Debit processor, GoCardless.

We may also share your personal information if we have to by law in order to enforce our terms and conditions, or to protect our rights or property.

Length of time your data will be held on file:

We’ll keep your information for as long as you’re using Gas Angel, and then for 6 years to abide by the law. We may keep data longer if the law says we must.

You are entitled to access the data we hold:

You have the right to request a copy of the personal data we hold on you. You can ask us to update incorrect data. You can request that we delete or stop the processing of your data, and we will do this unless we are unable to for legal purposes. You can deny us using your information for the purpose of direct marketing and research. You can take away the consent you’ve given to us in the past.

Please get in touch if you would like to action any of your rights, as stated above.

We will endeavor to reply within 30 days to any legitimate request. It may take longer if you have made numerous requests or your requirements are complicated. We will inform you of our formal response date if this is the case.

Links to other websites may be used within this website. Third-party websites use their own privacy policies, Gas Angel accepts no responsibility or liability for these policies if you click any of these links. Prior to submitting personal data, we advise you to check these policies.


2. Complaints policy

We promise to do our utmost to provide you with the best possible service and products.

However, if for any reason you are not completely satisfied, we will do our very best to ensure we are able to put things right quickly.

Our complaints procedure is as follows:

As soon as possible after the completion of works at your property, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event that there is anything you are not completely satisfied with, please contact us as soon as you can so that we can rectify your problem quickly.

Call 0191 289 3464

Or, write to us at Gas Angel, 25 Chapel Grange, Newcastle upon Tyne, NE5 5NF.

We aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

In the unlikely event that we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution.

If we cannot remedy your complaint to your full satisfaction, you may wish to refer your complaint to them.

Should this be the case please contact Which? Trusted traders on 0117 456 6031.


3. Cookies policy

An HTTP cookie (sometimes called web cookies, Internet cookies, browser cookies, or just cookie) is a piece of data that is stored on your computer to collect internet log information and visitor actions. We may collect your information automatically through cookies or other technology when you visit our website.

We use cookies on this website for tracking and marketing purposes, including; Google Analytical Cookies, Live chat, Facebook remarketing, Google AdWords, and re-marketing.

A single-session cookie is generated by default to detect if you are logged in or not and log you out when you’re inactive. We rely on cookies to function properly and securely.