Privacy policy

Last updated: 1 October 2026

Who we are

Neos Engineering London Ltd, a company registered in England and Wales, company number 13897050, based in Camden, London. We are the data controller for the information described here. Contact us at info@neosengineering.com or 020 3780 0788.

We are not required to appoint a data protection officer, and we have not appointed one. Anything to do with your information is handled by the office on the contact details above.

Nothing on this site obliges you to give us anything. The quote tool works without a phone number, and you are free to ring instead. If you do go ahead with work, we will need enough detail to quote, attend and invoice, and we cannot carry out the job without it.

What this website collects

This site has no advertising trackers, no analytics and no third party scripts. It sets no cookies. The only thing stored in your browser is a random reference the price tool needs to keep your selections together while you use it, and that is cleared when you close the tab.

The only information we receive from this site is what you enter yourself:

• The price tool. The job type you pick, when you need it, the property type, and your mobile number if you choose to enter one. The number is optional and the tool works without it.
• Quotes you send us. If you press send, the same details reach us by email.
• Quotes you start and do not send. We do receive the job type, timing and property you picked, so we can see where people give up. Your phone number is not part of that unless you tick the box asking us to text you about it. Leave it unticked, which is how it starts, and the number never leaves your browser. Tick it and we keep the number, the date you ticked, and we may send one message offering to confirm a price. That message tells you how to stop, and one word ends it.

When you call or email us we hold whatever you tell us: usually your name, contact details, the address of the job and what needs doing.

Enquiries through Checkatrade and similar sites. If you contact us through a trade directory rather than this website, that site passes your enquiry to us and we copy it into our own job records so we can answer you and carry out the work. The directory has its own privacy policy covering what it does with your details. We keep that enquiry as a record of the work you asked us about, and you can ask us to delete it at any time.

Marketing email. The quote box has a separate, unticked box asking whether you want service reminders and the occasional offer. Leaving it alone changes nothing about your quote. We also email past customers about the same kind of work we did for them, which the rules allow, and every message from us carries a one click unsubscribe that works forever. Unsubscribing is permanent and applies to every list we hold.

Emails and texts about your job. Once you have asked us about work, we may send you messages about it automatically: an email to say we have your enquiry, the price in writing, a receipt when you pay, a confirmation when your visit is booked or moves, a reminder the day before, and reminders if an invoice is unpaid. The booking confirmation and the reminder also go by text to a UK mobile number. These are about work you asked for, not marketing. Reply STOP to any text and we stop texting that number; reply START to have texts again. Your emails about the job carry on, because they are how the work gets arranged.

Photos you send. The quote box lets you attach a picture of the problem. We hold it with your enquiry so an engineer can price the job properly before travelling. Only the office can open it: photos are never published and never reachable from a public address. Send a picture of the fault itself and nothing else. If you send a photo without going on to book, it is deleted with the rest of the enquiry on the same thirty day cycle described below, and you can ask us to delete it sooner at any time.

How you found us. If you arrive from an advert or a search we record which one, so we can tell what our advertising actually produced. It is stored with the quote you send and cleared when you close the tab if you send nothing. It tells us about the advert, not about you, and it is never used to build a profile.

Why we hold it, and our lawful basis

• To quote for and carry out work you asked for.This is necessary to take steps at your request before entering a contract, and then to perform that contract.
• To follow up an enquiry you sent us. Our legitimate interest in replying to someone who approached us about work. You can object at any time and we will stop.
• To text you about a quote you did not finish. Your consent, given by ticking the box, and nothing else. No tick means no number and no message. You can withdraw it whenever you like.
• To meet legal duties. Gas safety records and accounting records have to be kept, and that obligation overrides a request to delete them for as long as it lasts.

Who we share it with

We do not sell your information and we do not share it for anyone else's marketing. It is handled by:

• Netlify, who host this website and store enquiries for us.
• Resend, who send our emails to you: your email address, your name and what the email is about.
• Twilio, who send our texts to you and pass us your replies: your mobile number, the text, and anything you text back.
• Our accountants and, where a job requires it, the relevant safety or certification body.

Netlify is a United States company, so enquiries stored through this site may be held outside the UK. That transfer relies on the safeguards UK data protection law requires for it, in their case standard contractual terms with the UK addendum. If you would rather not use the site at all, ring or email us instead and nothing passes through it.

Resend and Twilio are United States companies too, so an email or a text we send you, and a text you send back, may pass through the United States. Each of those transfers relies on the safeguards UK data protection law requires for it. If you would rather not have texts at all, reply STOP or tell us.

How long we keep it

• Quotes started and never sent: 30 days, then deleted automatically. A job runs daily and removes them, so this is enforced rather than promised.
• Quotes and enquiries you did send, that do not become work: kept as a record of your enquiry, so we can pick it up if you come back to us. We do not delete these on a timer. Ask us to delete yours and we will, and there is no time limit on asking.
• Backup copies: we take one copy of our system each night so that a mistake or a failure cannot lose your records. Older copies are deleted on a rolling cycle, currently thirty days. If you ask us to delete your information we remove it from the live system straight away, and it stops being used at that point, but a copy can remain in a backup until that backup is cycled out.
• Customers we have carried out work for: six years after the last job, which covers tax records, the guarantee period and the time limit for any claim.
• Gas safety records: as long as the regulations require.

Your rights

Under UK data protection law you can ask us to:

• Show you what we hold. A copy of your information and an explanation of what we do with it.
• Correct it if any of it is wrong or incomplete.
• Delete it. We will, unless a legal duty such as a gas safety or tax record means we have to keep that part. We take it out of the live system straight away and stop using it. A copy can still sit in a nightly backup until that backup is cycled out, which is described above.
• Restrict what we do with it, so we hold it but stop using it, while a dispute or a correction is sorted out.
• Hand it over. Where we hold it because you asked us to quote or do work, you can ask for it in a portable electronic format, or ask us to send it to someone else.
• Object. You can object to us using your information for our legitimate interests, and you can object to marketing at any time with no reason needed. Marketing stops immediately and permanently.
• Withdraw consent. Where we rely on consent, such as website analytics if we ever switch it on, you can withdraw it whenever you like. That does not undo anything done lawfully beforehand.

Just ask: email info@neosengineering.com or call 020 3780 0788. We reply within one month and we do not charge. We may ask you to confirm who you are first, so we do not hand your details to somebody else.

To stop messages from us, reply STOP to any message, or tell us by phone or email. We act on it straight away and it is recorded so it cannot be undone by accident.

If you are unhappy with how we have handled your information you can complain to the Information Commissioner's Office at ico.org.uk, or call them on 0303 123 1113. We would rather you told us first so we can put it right.

Cookies and similar technology

At the moment this site sets no cookies and runs no analytics, so there is nothing to consent to. If that changes, and we do plan to add basic visitor measurement, you will be asked first and nothing will run until you agree. Your choice is remembered and you can change it whenever you like.

Automated decisions

We do not make automated decisions about you and we do not profile you. The price tool works out a starting price from the options you pick, and a person confirms your price with you before anything is booked.

Keeping it safe

Enquiries are held in access controlled storage and reached through a key protected system only the office can open. The site is served over an encrypted connection. Access is limited to the people who need it to quote, do the work or invoice for it.

Children

This site is for people arranging work on a property and is not aimed at children. We do not knowingly collect information about anyone under 18. If you think we hold something about a child, tell us and we will delete it.

Changes

If we change what we collect we will change this page and update the date at the top.