1.Who we are
Urgent Pest Control Ltd (“we”, “us”, “our”) is a family-run pest control company based in Southwell, Nottinghamshire, working across Nottinghamshire, Derbyshire, Leicestershire and Lincolnshire. We are the controller of the personal data described in this notice, which means we decide how and why it is used and we are responsible for looking after it.
- Company: Urgent Pest Control Ltd, registered in England and Wales, company number 13089211
- Registered office: 1364 London Road, Norbury, London SW16 4DE (for formal legal correspondence only — it isn't where our technicians are based)
- Trading base: Southwell, Nottinghamshire NG25. We are a mobile, service-area business — our technicians come to you.
- Phone: 07999 935 929 · Email: [email protected]
Our director is responsible for data protection. Write to us at [email protected] with “Data protection” in the subject line, or call 07999 935 929 or 0330 822 7460.
2.What this notice covers
This notice explains how we handle personal data when you:
- visit this website or use its address and postcode search;
- ask for a quote, a call-back or advice, or book a visit online, by phone, by email, by WhatsApp or through social media;
- have us inspect or treat a property for pests — as a homeowner, tenant, landlord, letting agent, property manager or business;
- create or use a customer account;
- sign up for our newsletter or other updates;
- apply for a job with us.
We follow the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR), as explained in the ICO's guidance. Our Cookie Policy explains cookies and similar technologies in more detail.
3.The information we collect
| Type | Examples |
|---|---|
| Identity and contact | Your name, phone number, email address and, for business customers, your company name and job title. |
| Property and address | The address where the work is needed (found with our address search or typed in), the type of property, access notes such as parking or gate codes, whether you own or rent, and the landlord’s or agent’s details if they are involved. |
| Job details | What you tell us about the pest problem, photos or videos you send (for example of droppings, a nest or bites), the dates of the visit and any follow-up visits, the technician who attended, what we found, the products we used and where (including where bait stations were placed), proofing recommendations, quotes, treatment reports and any guarantee that applies. |
| Payments | Amounts, dates, payment method and references. We don’t keep full card numbers. |
| Customer account | Your sign-in email, an encrypted (hashed) password or your Google sign-in if you choose it, saved addresses, your job history and documents we share with you. |
| Communications | Emails, text and WhatsApp messages (including photos you send us there), social-media messages, call-back requests and notes of phone calls. We do not record phone calls. If you call us from the website, a call-tracking service may log the number you called from, the time and length of the call and the page or advert that led you to call, so we can see which pages and adverts bring enquiries. |
| Marketing preferences | Whether you have agreed to receive our newsletter, and when and how you did so. |
| Website and device data | IP address, browser and device type, pages visited, how you found us (for example the advert or website that referred you) and cookie choices — see the Cookie Policy. |
| Job applications | Your CV, cover note, work history, qualifications (such as the RSPH Level 2 Award in Pest Management or driving licence details) and right-to-work checks. |
We don’t need sensitive (“special category”) information to do our work. If you choose to tell us about a health condition or disability so we can make adjustments — for example, extra time at the door or a call instead of a text — we record only what we need to help, with your agreement.
Photos we take on site are of signs of pests, nests, entry points, bait stations and the treated area. We avoid capturing people, faces, personal belongings or vehicle registrations, and we use them only for the job record and your report.
4.Where your information comes from
- Mostly from you — through our forms, online booking, account, phone, email, WhatsApp or social media.
- From someone booking on your behalf, such as your landlord, letting agent, managing agent, a family member or your employer.
- From our sister company, Urgent Drainage Solutions, if it refers you to us (for example, after finding rats in your drains) with your agreement.
- From address-lookup services (Google Maps Platform and postcodes.io) that complete the address you start typing.
- From public sources such as Companies House for business customers, and from reviews you choose to post about us.
5.How we use your information and our lawful bases
We only use personal data when the law allows it. For each purpose, the lawful basis is:
| Purpose | Lawful basis |
|---|---|
| Answering enquiries, giving advice and preparing quotes | Steps you ask us to take before a contract; legitimate interests for business enquiries |
| Booking, carrying out and following up treatments — scheduling, sending a technician, arrival updates, follow-up visits, reports and guarantee cover | Contract |
| Running your customer account and sharing documents with you | Contract |
| Taking payment, keeping accounts and meeting tax rules | Contract; legal obligation |
| Handling guarantee claims, complaints and legal claims | Legitimate interests (resolving issues fairly and defending claims); legal obligation |
| Service messages such as confirmations, reminders and “on our way” updates | Contract |
| Health and safety records, risk assessments, COSHH assessments, records of the pest control products used and incident reports | Legal obligation; legitimate interests (keeping people safe) |
| Newsletters and offers by email | Consent — or, for existing customers, the “soft opt-in” for similar services, which you can refuse at any time |
| Asking how we did and inviting a review after a job | Legitimate interests (improving our service) — you can opt out |
| Protecting the website and forms from spam, fraud and abuse | Legitimate interests (security) |
| Website analytics and measuring our adverts | Consent (through the cookie banner) |
| Passing details to our sister company Urgent Drainage Solutions (for a CCTV drain survey when rats are coming from the drains), or to your council or water company when a problem is their responsibility | Legitimate interests, and only with your agreement |
| Considering job applications and checking the right to work | Steps before a contract; legal obligation |
Where we rely on legitimate interests, we have balanced our interests against yours and you can object at any time (see “Your rights”). We don’t make decisions about you based solely on automated processing. Our online booking checks whether a postcode is in our area so we can show available times, but you can always call us instead.
7.International transfers
Some of our providers (for example Google, Meta, MongoDB and Amazon Web Services) are based in, or may access data from, the United States or other countries outside the UK. When that happens we rely on the UK’s adequacy regulations (including the UK–US “data bridge” for certified companies) or on the UK International Data Transfer Agreement or Addendum to the EU Standard Contractual Clauses, so your data keeps an equivalent level of protection. Where we can choose, we store our database and documents in UK or European data centres.
8.How long we keep it
| Information | How long |
|---|---|
| Job records, quotes, treatment reports, records of products used, photos and payment records | 6 years after the job is finished — the period we need for tax records and for guarantee or legal claims |
| Enquiries, quote requests and call-backs that don’t lead to a job | 24 months after our last contact |
| Customer account | Until you close it; the job records inside it follow the 6-year rule above |
| Newsletter and marketing data | Until you unsubscribe — we then keep your email address on a “do not contact” list so we don’t email you again |
| Health and safety incident records | At least 3 years, or longer where the law or our insurers require it |
| Unsuccessful job applications | 6 months after the role is filled, unless you ask us to keep your details for future roles |
| Website security logs | Up to 90 days |
| Cookies and similar technologies | As set out in the Cookie Policy |
When information is no longer needed, we delete it or anonymise it so it can no longer identify you.
9.How we protect it
- Everything on this website is sent over an encrypted (HTTPS) connection.
- Account passwords are stored as one-way hashes, never as readable text.
- Only authorised staff can open customer and job records, and changes to records are logged.
- Reports and photos are kept in private storage and shared with you through secure, time-limited links.
- Our forms use rate limits and spam protection.
- If a personal data breach is likely to put you at risk, we will tell you and, where required, report it to the Information Commissioner’s Office within 72 hours.
10.Your rights
You have the right to:
- access the personal data we hold about you and get a copy;
- have inaccurate data corrected and incomplete data completed;
- have your data erased where we no longer have a good reason to keep it;
- restrict how we use it while a concern is looked into;
- object to us using it on the basis of legitimate interests — and you can always object to direct marketing;
- receive data you gave us in a portable format (data portability);
- withdraw consent at any time where we rely on it (this doesn’t affect anything we did before);
- not be subject to decisions made solely by automated means that have legal or similarly significant effects.
How to use your rights: if you have an account, sign in and go to Account → Privacy to download your data or ask us to delete it. Otherwise, email [email protected] or call 07999 935 929. We may ask you to confirm your identity. We reply within one month; if a request is complex we may extend this by up to two further months and will tell you why. There is normally no charge.
Some records can’t be deleted straight away — for example, we must keep payment records for tax purposes — but we will explain what we keep and why.
11.Marketing choices
We only send marketing emails if you have agreed or, as an existing customer, haven’t opted out of hearing about similar services. Every email has an unsubscribe link, or you can contact us. We never share your details with other companies for their marketing. Service messages about a job you have booked are not marketing and will still be sent.
12.Children
Our services are booked by adults. This website isn’t aimed at children and we don’t knowingly collect personal data from anyone under 18. If you think a child has sent us their details, please tell us and we will delete them.
13.Questions and complaints
If you are unhappy with how we have handled your data, please contact us first at [email protected] so we can put it right. You also have the right to complain to the UK regulator, the Information Commissioner’s Office (ICO):
- Online: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
- Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Complaints about our work (rather than your data) are covered by our complaints procedure.
14.Changes to this notice
We review this notice regularly and will update it when our services, suppliers or the law change. The date at the top shows the latest version. If a change significantly affects how we use your data, we will tell you directly where we can.
Questions about this page?
Call 07999 935 929 or email [email protected].