Privacy notice

The controller for the processing of your personal data when you use this website is Vaillant Group UK Limited, Nottingham Road, Belper, Derbyshire, DE56 1JT ("we", "us").

You can find more information and our contact details in the section titled ‘Contact Detail of the Data Protection Officer’, below.

We are a company of the Vaillant Group. The Vaillant Group means Vaillant GmbH (Vaillant GmbH, Berghauser Str. 40, 42859 Remscheid, Germany) and the companies affiliated with Vaillant GmbH. The Vaillant Group includes the brands Vaillant, Saunier Duval, awb, Bulex, DemirDöküm, Heatline, Glow worm, Hermann Saunier Duval and protherm. You can find more information about Vaillant Group here.

Under data protection law, we must have a legal basis to process your personal data, and generally speaking we process under one of the following:

• 1. CONSENT

e.g., usually, we rely on your consent to process your personal data in relation to marketing, market surveys, advertising our products and services and website cookies. You can withdraw your consent to this processing at any time.

• 2. THE INITIATION OR PERFORMANCE OF A CONTRACT WITH YOU OR THE STEPS TAKEN PRIOR TO ENTERING INTO A CONTRACT

e.g., Where you are an existing customer or professional Partner of ours, we will be processing your personal data in performing our obligations under the contract with you or if we have not been contacted by you before, many of our services require us to process your personal data prior to entering a contract with you, in both cases, we process your information to enable us to provide our services.

• 3. LEGITIMATE INTERESTS PURSUED BY US OR BY A THIRD PARTY

e.g., where we process your personal data for our own business purposes, e.g. product monitoring, service quality, handling complaints, statistical use etc. this is being processed for the purposes of the legitimate interests pursued by us or by a third party.

• 4. COMPLIANCE WITH A LEGAL OBLIGATION.

We may need to process your personal data where we have a legal obligation that we are required to comply with an example might be the police or emergency services, insurance investigations and court orders. Our lawful basis for this is compliance with a legal obligation or the vital interests of our customers or others.

• 5. VITAL INTERESTS

We will share your personal data where it is necessary to protect the vital interests of you or a third party.

In particular, we process your personal data in order to provide assistance in using our website, to provide you with information or to answer your enquiries and provide services via our third-party partners. Specific details of the legal basis we rely on for each use of your personal data can be found in the sections to follow.

You can browse our website without identifying yourself or registering with us. However, even when you browse our website, your device transmits personal data to us via your browser that is technically necessary to establish the connection and use our website. This includes, in particular, the date and time of the connection, your IP address, requested web pages and downloaded files, data of the transmission and use of the website, information on the browser and browser settings, operating system and device and the internet address from which you accessed our site. We use this information to ensure the security of our web pages, to measure the effectiveness of our website, to compile statistics and to measure the activities on the website with the aim of improving our offer.

More information is provided about cookies in the section below titled; Cookies, analysis tools, tracking and targeting

On our product page we provide a link to our MiGo app (where applicable) and this is also available in AppStore. The MiGo App requires you to provide personal data so that you can use the respective service and systems, to register your account, or so that we can contact you to provide the information or services that you requested. E.g., your name, email, wifi access as a minimum, optionally you may also provide the ambient temperature, energy consumption, heating schedules, etc. for your home for more sophisticated functions of the App to work e.g. local weather compensation data relies on having your location.

When we ask you to provide us with personal data in the App, we will indicate whether it is necessary for us to provide you with the particular service. Required information is marked with an asterisk (*). All other information you provide to us is voluntary to enhance the App services to you.

Our lawful basis for processing your personal data in respect of these App services, is the performance of a contract with you (since you will accept the terms and conditions for the App when you register) or the steps required prior to entering a contract with you.

We retain the personal data required for the App services for as long as you are registered on the App and thereafter for as long as we have a lawful reason to do so, or as required by law.

Vaillant GmbH, our head office in Germany, will also have access to your personal data in the App because the app is created and hosted by them.

By using our ‘Literature’ link you can download information and brochures on our products and services directly from the website without providing any personal data (other than the device and other system data that we mentioned above in the section ‘Use of the Website’.

When you click on the whistleblowing link, this will take you to the Vaillant GmbH website hosted in Germany and the BKMS whistleblowing form. As this website and form is not hosted or operated by Vaillant Group UK your continued use will be subject to the Vaillant GmbH website privacy policy and a separate cookie consent will be obtained.

We engage a third-party C&F Quadrant to provide our customer service function in Ireland.

If you fill in our “Contact Us” form, we will collect your name, address and phone or email contact details, where applicable, details of the Glow Worm product, customer number, order number and details describing your enquiry. The form is then emailed securely to C&F Quadrant to manage your enquiry. Where the form details need to be shared with Glow-Worm Ireland, C&F Quadrant will share a copy with us for our input or response. Otherwise, C&F Quadrant will answer any queries or questions about our products and services, the product warranty, arrange appointments or service. You should read C&F Quadrant’s privacy policy available on their website (C&F Quadrant privacy policy) to understand what they will do with your personal data.

If you wish to register your Glow-Worm product ‘Guarantee’ please use the contact details on the ‘Contact Us’ page. The guarantee is managed by C&F Quadrant who will take your product registration details and provide all support and information in relation to the guarantee. Please review the C&F Quadrant privacy policy available on their website (C&F Quadrant privacy policy) for details of what data they collect and how they will use your personal data.

Our lawful basis for collecting your personal data in the contact us forms, is our legitimate interests in as far as we aim to ensure that the Glow Worm brand continues to provide excellent customer service and in order to answer your enquiries.

We will retain your personal data in respect of those forms that are shared with us by C&F Quadrant, for as long as required to address your enquiry and for 6 years thereafter to fulfil any future queries relating to that same form detail.

Cookies are small text files that are stored in the browser of your computer, tablet or phone when you first visit our websites. We use functional, analytical and tracking cookies. These ensure that the website works properly and that, for example, your preferred settings are remembered. These cookies also ensure the website works effectively. In addition, cookies are stored and processed by us that track your web surfing behaviour so that we can offer customised content, measure the effectiveness of and tailor internet advertising, to ensure the security of our web pages, to compile statistics and to measure the activities on the website with the aim of improving our offer and making it appropriate for your needs. This involves collection of information that can be classified as personal data, about you, your devices and your use of our website, as follows:

We use our own cookies, in particular functional cookies, to make our website more user-friendly, to facilitate navigation and the use of forms, to simplify logging in and registration, to provide certain functions, to store the consent or rejection of cookies and to ensure the security of our website and our systems. We call these ‘necessary cookies’ as they need to be accepted to be able to fully use our website functionality.

We also use third-party cookies, particularly in connection with the use of analytics tools, tracking and targeting technologies:

Google Analytics

Our website uses Google Analytics, a web analytics service provided by Google Inc. ("Google"). Google Analytics uses cookies to help us analyse how you use the website. The information generated by the cookie regarding your use of this website (including your IP-address) will be transmitted and stored on a Google server in the United States of America. Google will use such information to evaluate your use of the website, to compile reports on the web site activities for website operators as well as to provide other services in connection with website internet usage. Google may also transfer such information to third parties, provided this is required by law, or where third parties process such data on behalf of Google. Google will not associate your IP-address with any other Google data. You may refuse the generation of cookies by selecting the appropriate settings on your browser; however, please note that in refusing cookies you may not be able to make full use of all website functions. Please use the Google deactivation add-on "http://tools.google.com/dlpage/gaoptout?hl=en" if you do not want your personal data to be transmitted to the web analytics service of Google Inc. You can object to the creation of user profiles via pseudonyms at any time. In addition, you can withdraw your consent to advertising at any time. Please note that this website uses Google Analytics with the extension/add-on "_anonymizeIp()" and that means IP-addresses are processed only in an abbreviated form in order to rule out any direct identification of individuals.

Measurement and analysis tools are used to better understand the use of our website and to optimise it accordingly. With the corresponding cookies, we collect information about how you interact with our website and which pages you have visited. The information we collect or store with these cookies is aggregated and not linked to you personally. Such cookies are activated with your consent, and you can withdraw your consent at any time.

Tracking and targeting technologies are used to optimise the delivery of advertising and other marketing on the internet. These cookies track and collect information about your online activities to help advertisers deliver more relevant advertising to you according to your interests. These cookies may share this information with other organisations or advertisers. Such cookies are activated with your consent, and you can withdraw your consent at any time.

When using third party cookies, it is possible that the collected data may be transferred by the respective cookie provider to a country outside the UK that does not offer an adequate level of data protection and in these circumstances, we will take all reasonable steps to ensure adequate safeguards are in place that meet the standards of UK data protection law.

You can use the Cookie Consent Management Tool integrated into our website to manage your individual settings for the use of cookies. There you will also find detailed information on the individual cookies.

The Cookie Consent Management Tool is provided and hosted by a third party; Consentmanager AB (Håltegelvägen 1b, 72348 Västerås, Sweden). The tool enables you to give consent to data processing on the website, in particular the setting of cookies, as well as to make use of your right to withdraw consent already given. The processing of data and the use of cookies is necessary for the documentation and administration of your settings. The following data is collected and transmitted to Consentmanager AB: date and time of the page call, information on the browser you use, the device you use, anonymised IP address, opt-in and opt-out data relating to the respective cookies. This data is not passed on to any other third parties.

For more information on the privacy terms of the cookie consent management tool used, please visit: https://www.consentmanager.net/privacy.php.

Personal data is processed by us as the controller and, for the purpose of providing our website services, and is sometimes passed on to other businesses within the Vaillant Group and certain third-parties (we have set out in the individual sections of this notice wherever that is the case).

Our lawful basis for sharing your personal data in this way, would be to comply with the terms of a contract we have with you, such as the terms and conditions of use for our website or any terms and conditions for our App, and our legitimate interests in providing our services as efficiently and professionally as possible.

We may also be required to transfer your personal data to domestic and foreign courts, law enforcement authorities or other governmental institutions where this is required and permitted by law an example might be the police or emergency services, insurance investigations and court orders. Our lawful basis for this is compliance with a legal obligation or the vital interests of our customers or others.

In some circumstances (as set out in this policy), data processing of your personal data is carried out on our behalf by our Head Office Vaillant GmbH in Germany, or occasionally by a third-party organisation based outside the UK and Ireland. This is particularly so in connection with the use of analysis tools, tracking and targeting cookies and other technologies. In such cases, unless there is a relevant adequacy decision in relation to the recipient country (e.g., as with all EU member states and the UK), we will have agreed adequate safeguards for the protection of personal data by that organisation, in particular by agreeing the applicable EU or UK equivalent standard contractual clauses to ensure the same standards of protection as is offered in the UK or EU.

Depending on the purpose of the transfer our lawful basis could be any of the bases set out in paragraph 3 above.

Where we hold your personal data, we apply technical and organisational security measures to protect the personal data we process against destruction, loss, alteration or unauthorised disclosure or access.

All personal data provided by you when using App services will be transmitted to us or C&F Quadrant in encrypted form. Your data is password protected in the systems in which it is stored. The persons who have access to it are prohibited by strict security regulations from disclosing your data to third parties unless we have set out where a third party is used as part of the provision of any of our services in this policy. Our security measures are continuously reviewed and improved.

You have the right to know what we do with your personal data, request access to and rectification or erasure of your personal data, restrict our processing, or object to our processing as well as the right to know and question any decisions made about you using automated means and receive your data in a portable format, in each case your rights will be in accordance with data protection law.

You can find additional information on when your data subject rights can be exercised or not from your Competent Supervisory Authority (details below).

Where the lawfulness of our processing of personal data relies on your consent, you have the right to withdraw your consent at any time.

You can contact our data protection officer using the details in the section below, to assert your above rights.

You will not be charged for exercising your rights and, once we receive your request, we have one-month to respond to you, unless we let you know otherwise.

If You are unhappy with the way we are using your personal data, please contact our data protection officer and we will seek to resolve any issues. You also have the right to lodge a complaint with the competent supervisory authority if you are of the opinion that the processing of personal data concerning you is not lawful. For this purpose, you may in particular contact the competent supervisory authority in the country where you reside or of the place of the alleged infringement.

The competent supervisory authority in the UK is the Information Commissioners Office. You can find their current contact details at www.ico.org.uk.

If you have any questions or suggestions on our use of your personal data, please feel free to send them by email or letter to our data protection officer, who can be reached at the following contact details:

By email: DataprotectionUK@vaillant-group.com

By post: The Data Protection Officer, Vaillant Group UK Limited, Nottingham Road, Belper, Derbyshire, DE56 1JT

We reserve the right to change this privacy policy at any time. Please also note the respective terms of use and the general terms and conditions when using our Website.

Status: Published 27th March 2023