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Company Information

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Dr. Taps LTD

175 High Street, 

Barnet,

London,

EN5 5SU

Company Reg: 168 277 92 

VAT Reg: GB 501 3921 34

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Vulnerable Customers Policy

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At Dr. Taps, we work within the 'vulnerable customers policy' set out by the endorsement body 'Which Trusted Traders'. The policy is set out below;
 

"Reasonable Adjustments


Consideration will need to be given to any reasonable adjustments that certain individuals may need due to their vulnerable characteristics; taking into account mental capacity and equality legislation. Such adjustments can include (but not limited to):
● The need for material to be translated into a different language, and or braille.
● Using their preferred way of communication - by email, telephone (time of a call morning/afternoon). Speaking to a friend, family member or appointed attorney, if asked to do so.
● Increased text size, and or alternate fonts, and colours used.
● Providing information in a format that is easier for them to read
● Allowing them additional time to consider any advice provided by your customer facing teams.
● Assigning a single point of contact to manage a consumer’s interaction (communication) with you, if appropriate
● Offering possible alternate solutions based on our current capabilities, if the consumer is unable to use your online service or alternative payment solutions.
● Offering early morning appointments or appointments at a given time slot.
 

What do we expect from our Which? Trusted Traders?


Dealing with vulnerable consumers applies to current and prospective customers. It involves being able to identify a vulnerable customer and having processes in place to protect them from any potential harm caused by business practices. Understanding your customer base will help you to identify and make adjustments for those customers with vulnerability issues. Some businesses will interact more with vulnerable customers than others depending on the industry, for example the mobility or removals sector. It is important to note that businesses can exacerbate the effects of vulnerability or create barriers for customers through poor practices.
 

As a Which? Trusted Trader we expect the following from your business:-


1. Ensure customer facing staff are trained on how to spot a vulnerable consumer and how to deal with that customer appropriately.
2. Ensure customer facing staff are trained on how to comply with data protection legislation regarding sensitive personal data. The customer’s freely given consent must be obtained to record and use information about their vulnerable circumstances.
3. Ensure that policies and/or procedures are in place for the identification of vulnerable customers and how to protect them from any potential harm.
4. Appoint a person or group of people in your business to take responsibility for vulnerable customer issues as a whole and deal with any staff queries."

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​​Privacy Policy

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1. About This Policy
Dr Taps is committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible way. This policy outlines how we collect and use your data when you:

    -Use our website (drtaps.co.uk).
    -Make enquiries via our website, email, or WhatsApp Business.
    -Book a plumbing or heating service with us.

By using our services, you consent to the collection and use of your personal information as detailed in this Privacy Policy.


2. Lawful Basis for Processing
Under UK GDPR, we process your data under the following legal bases:

    -Contractual Necessity: To provide quotes and carry out plumbing/heating works.
    -Legal Obligation: To maintain financial records for HMRC and safety records for Gas Safe/OFTEC.
    -Legitimate Interests: To send service reminders and manage our business efficiently.
    -Consent: For marketing communications where you have explicitly opted in.

3. How We Collect Information from You
We collect information when:

    -You make a booking or enquiry via www.drtaps.co.uk.
    -You message us via WhatsApp Business.
    -You communicate with us via email or phone.

4. What Type of Information is Collected?
To provide our services, we collect:

    -Identity & Contact: Name, service address, telephone number, and email address.
    -Service Data: Photos of boilers/taps (often sent via WhatsApp), job notes, and appliance history.
    -Financial Data: Billing information and payment history (processed via QuickBooks).
    -Communication Logs: Records of our chats, emails, and SMS.

5. Who Has Access to Your Information?
We do not share your data with third parties for marketing purposes. We share data only with trusted partners essential to our operations:

    -Intuit QuickBooks: For secure invoicing, tax records, and payment processing.
    -Google Workspace (Gmail & Calendar): For professional email communication and job scheduling.
    -WhatsApp Business (Meta): For instant communication, receiving photos of jobs, and providing rapid updates.
    -Regulatory Bodies: We may share data with the Gas Safe Register or HMRC when legally required.

International Transfers: These services store data on global servers. We ensure they comply with UK data protection standards through Standard Contractual Clauses (SCCs).
6. How We Secure Your Data
We take security seriously and use the following safeguards:

    -Encryption: Our website uses HTTPS. WhatsApp Business provides end-to-end encryption for the content of your messages. QuickBooks and Google use bank-grade encryption for data storage.
    -Access Controls: We use Multi-Factor Authentication (MFA) on all business accounts.
    -Mobile Security: Devices used for WhatsApp and Gmail are password-protected and can be remotely wiped if lost.

7. How and Where Do We Store Data?
We only keep your data for as long as necessary:

    -Financial Records: Kept for 6 years to comply with HMRC tax laws.
    -Work Records: We may retain service history for up to 10 years to assist with long-term appliance maintenance and warranties.
    -Messaging: We periodically review and delete old WhatsApp chats once a job is completed and recorded in our main system, unless required for ongoing service history.

8. Your Data Protection Rights
Under the Data Protection Act 2018 and the Data (Use and Access) Act 2025, you have the right to:

    -Access: Request a copy of the data we hold.
    -Rectification: Correct any inaccurate details.
    -Erasure: Request we delete your data (subject to our legal record-keeping duties).
    -Complaint: You have the right to complain to the Information Commissioner’s Office (ICO) if you feel your data is being mishandled.

9. Changes to This Statement
We last updated this policy on 17/03/2025. We may update it occasionally to reflect changes in our services or UK law.


10. Contact Information
For any questions, or to exercise your data rights, please contact us at: info@drtaps.co.uk.

     

                                                                                                          

Accessibility Statement for Dr. Taps

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This is an accessibility statement from Dr. Taps.

Conformance status

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Dr. Taps is fully conformant with WCAG 2.1 level AA. Fully conformant means that the content fully conforms to the accessibility standard without any exceptions.

Feedback

We welcome your feedback on the accessibility of Dr. Taps. Please let us know if you encounter accessibility barriers on Dr. Taps:

We try to respond to feedback within 2 business days.

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Complaints Policy


The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve. Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
 

Business Complaint Procedure


On receipt of your complaint the business aims to respond within 5 days. The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

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