Privacy Policy

Who we are

We are Proper Solar Ltd, a company registered in England and Wales. We install EV chargers, solar panels and battery storage systems for homes and businesses across the UK. When you use our website or services, we become the "data controller" for your personal information under UK data protection law.

What data we collect

We collect the following types of personal information:

• Contact details: Name, email address, phone number
• Property information: Address, postcode, property type, parking situation
• Technical information: Consumer unit location, supply type, smart meter status
• Photos: Images of your property, consumer unit, and proposed installation location
• Usage data: How you interact with our website (via cookies)
• Communication records: Notes from calls and emails with our team

Why we collect it

We use your data for the following purposes:

• Quote generation: To provide accurate pricing for your installation
• Installation booking: To schedule and carry out your installation
• Communication: To keep you updated on your enquiry and installation
• Quality assurance: To ensure installations meet our standards
• Legal compliance: To meet our regulatory obligations
• Service improvement: To make our service better for everyone

Facebook and Instagram advertising measurement

Only after advertising acceptance, the Meta Pixel and Conversions API share visits, charger selections and successful website enquiries with Meta to measure and optimise Facebook and Instagram ads. This includes event identifiers and times, advertising cookies, browser information and IP addresses. Browser and server Lead events share one identifier to avoid double counting. We do not share names, emails or phone numbers for matching. We retain consent choices, times, region and the notice version; a later withdrawal preserves earlier evidence and stops new reporting. Change your choice at any time through Cookie settings in the footer or on our cookie policy. Browser privacy opt-outs are honoured. Ad clicks and impressions count without website tracking. Separately, first-party referral and campaign details are retained for 90 days to identify the source of your enquiry, without third-party sharing.

Legal basis for processing

Under UK GDPR, we process your data based on:

• Contract: Processing necessary to provide our installation services
• Consent: Where you have given clear consent for specific purposes
• Legitimate interest: For business operations that don't override your rights
• Legal obligation: To comply with laws and regulations

Who we share data with

We share your data with:

• Approved installers: Our network of vetted, accredited installation partners who carry out the work
• Payment processors: To securely handle deposits and payments
• Manufacturers: For warranty registration purposes
• DNO (Distribution Network Operator): Where grid connection notifications are required
• Certification bodies: NICEIC and OZEV where applicable

We never sell your data to third parties or use it for unrelated marketing.

How long we keep your data

• Enquiries that don't proceed: 2 years
• Completed installations: 7 years (for warranty and legal purposes)
• Photos and technical documentation: Duration of warranty period
• Payment records: 7 years (HMRC requirement)

Phone calls and call recording

• When you call us on 07700 140407, or we call you from it, calls may be recorded. You'll hear a short message at the start of inbound calls.
• Why: to keep an accurate record of what was agreed, for training and quality, and to resolve complaints. Our lawful basis is our legitimate interests in running and improving our service, and taking steps at your request before entering a contract.
• We use automated transcription and an AI summary to add notes to your enquiry record. These are only seen by Proper Solar staff.
• Voicemails you leave are stored and transcribed in the same way.
• Recordings, transcripts and summaries are kept for 12 months from the call, then deleted, unless needed longer for an open complaint or legal claim.
• Recordings are stored securely with our providers (Twilio for telephony and our hosting provider for storage). Some of this processing may take place outside the UK; where it does, it is protected by appropriate safeguards such as the UK International Data Transfer Addendum or equivalent contractual protections. Recordings are never sold or used for marketing.
• You can ask for a copy, or ask us not to record, by telling us at the start of the call or emailing hello@propersolar.co.uk.

Your rights

Under UK GDPR, you have the right to:

• Access: Request a copy of the data we hold about you
• Rectification: Ask us to correct inaccurate data
• Erasure: Ask us to delete your data (where legally possible)
• Restriction: Ask us to limit how we use your data
• Portability: Request your data in a portable format
• Object: Object to certain types of processing
• Withdraw consent: Where processing is based on consent

To exercise any of these rights, contact us at hello@propersolar.co.uk.

Cookies

We use cookies to make our website work and to understand how people use it. For full details, see our Cookie Policy.

How to complain

If you have concerns about how we handle your data, please contact us first at hello@propersolar.co.uk. We take all concerns seriously and will respond promptly.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator: