PRIVACY POLICY
Updated Feb 1, 2026
Background
Heat Pump Adviser is a trading name of Fornax Energy Ltd, a company registered in England and Wales with registered number 14220579.
In this Privacy Policy, "we", "us" and "our" refer to Heat Pump Adviser.
We are committed to protecting and respecting your personal information. This Privacy Policy sets out how and why we may collect, store, use and share your personal information and how we protect it.
The information we collect and use
Lawful grounds to process data
We only collect information about you if we have lawful grounds for doing so, and only use that information in a way that the law allows. Most commonly we will use your personal information where:
- You have consented to our use of your personal data for a particular purpose.
- We have a legitimate interest in using your personal data.
- We need to comply with a legal or regulatory obligation.
It is important that all information we hold about you is accurate and up to date, so please keep us informed of any changes.
How we may collect your personal data
We may collect and use personal information that you voluntarily provide to us when you contact us, including:
- When you submit a contact form or enquiry through our website.
- When you sign up to receive our newsletter or other marketing communications.
- When you email us with general queries.
- When you interact with us on social media.
The types of personal data we may collect
The personal information that we may collect depends on the context of your interactions with us. Typically, the information we collect and process may include:
- Contact Data: such as your name, address, email address and phone number.
- Enquiry Data: details of your enquiry, including information about your property and heating requirements.
- Marketing and Communications Data: where you have opted in to receive marketing and other information from us, in line with the preferences you have told us about.
- Usage Data: information about how you use our website.
We also collect, use and share aggregated data such as data on your location and device. Aggregated data could be derived from your personal data but is not considered personal data in law as this data will not, directly or indirectly, reveal your identity. However, if we combine aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Policy.
Information which is collected automatically
Some information may be collected automatically when you visit, use or navigate our website.
This information does not reveal your specific identity but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, information about how and when you use our website, your location, the time zone you are in and other technical information. This information is primarily needed to maintain the security and operation of our website, and for our internal analytics and reporting purposes.
Like many businesses, we also collect information through cookies and similar technologies. Section 6 contains further information about our use of cookies.
Why we process your information and the legal grounds for doing so
Under data protection law we need to have one or more lawful grounds to process your personal data. The legal bases which we commonly rely on are:
- Consent: We may process your information if you have given us permission to use your personal information for a specific purpose. You can withdraw your consent at any time.
- Legitimate Interests: We may process your information when we believe it is reasonably necessary to achieve our legitimate business interests and those interests do not outweigh your interests and fundamental rights and freedoms.
- Legal Obligations: We may process your information where we believe it is necessary for compliance with our legal obligations.
The reasons for collecting and using your information depend on how you interact with us but the most common reasons include:
| Legal Basis | Purpose |
|---|---|
| Consent | To send you marketing communications, newsletters and information about products and services that may be of interest to you. You can opt out at any time. |
| Legitimate Interests — To respond to your enquiries and promote the success of our business | To respond to enquiries you submit through our website. To pass your enquiry to relevant partners who may be able to assist with your requirements. To ask for feedback and contact you about the use of our website. To improve our service quality. To determine the effectiveness of our marketing and promotional campaigns. |
| Legitimate Interests — To make our website better or more secure | To administer and protect our business and website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data). To use data analytics to improve our website, products, services, marketing, customer relationships and experiences. To protect our website, including fraud monitoring and prevention. |
| Legal compliance | To comply with legal obligations and prevent crime. |
When and with whom we share your personal information
We may share your data with third parties who perform services for us, or on our behalf, and require access to such information to do that work. We have contracts in place with our third parties, which are designed to help safeguard your personal information. This means that they cannot do anything with your personal information unless we have instructed them to do it and must comply with data protection laws.
The categories of third parties we may share personal information with include:
- Partner organisations: Where you submit an enquiry, we may share your information with relevant partners who can assist with your requirements. We do not sell your enquiry or data.
- Service Providers: Such as marketing, IT and analytics providers.
- Professional advisors and insurers.
We also may need to share your personal information in the following situations:
- Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
- Affiliates. We may share your information with our affiliates, in which case we will require those affiliates to honour this Privacy Policy.
We may share your personal data with a regulator or as otherwise required to comply with the law.
Third party links
Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.
Our use of cookies and website tracking
What is a cookie?
A cookie is a small file of letters and numbers which is placed on your computer or other device when you visit our website.
Cookies are widely used, and they enable our services to function properly and efficiently, as well as providing us with helpful information about how people use our services and their individual preferences.
How do we use cookies?
We use cookies to improve your experience of our website and ensure it functions correctly. This includes:
- Keeping you signed in.
- Understanding how you use our site so we can improve the services, functionality and content.
- Providing more effective and relevant advertising based on your interests.
Types of cookie we use
| Name | Purpose |
|---|---|
| HubSpot | Customer services and marketing |
| Google Analytics | Analytics |
These cookie names are not exhaustive and can vary as we and our vendors update our systems.
Turning cookies off
You can block cookies by activating the setting on your browser that allows you to refuse the setting of some or all cookies. However, if you use your browser settings to block all cookies you may not be able to access all or parts of our services, some features may not work as intended, and your personal information may be less secure.
Further information about cookies and how to disable them is available on the Information Commissioner's website: https://ico.org.uk/for-the-public/online/cookies/.
How long do we keep your information?
We will only keep your personal information for as long as it is necessary to fulfil the purposes we have collected it for, including for the purposes of satisfying any legal, regulatory, accounting or administrative requirements.
To determine the appropriate retention period for the personal information we hold, we consider the amount, nature and sensitivity of the personal information, the risk of harm from unauthorised use or disclosure of your personal information, the reasons why we handle your personal information, the applicable legal requirements and whether we can achieve those purposes through other means.
In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.
How do we keep your information safe?
We have implemented appropriate and reasonable technical and organisational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the internet or information storage technology can be guaranteed to be completely secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorised third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information.
We have procedures in place to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected data security breach where required to do so.
Your privacy rights
In the UK, under certain circumstances you have the legal right:
- to request access and obtain a copy of your personal information
- to request rectification or erasure of the personal information we hold about you
- to object to or to restrict the processing of your personal information
- to request the transfer of your personal information to another party.
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact us using the details in Section 12.
If we are relying on your consent to process your personal information, you have the right to withdraw your consent at any time. You can withdraw your consent by contacting us using the contact details provided in Section 12.
You can unsubscribe from our marketing and promotional communications at any time by clicking on the unsubscribe link in the emails that we send, or by contacting us using the details provided in Section 12.
International transfer of data
We may transfer your personal data to third parties that are outside of the UK, in accordance with applicable law. Whenever we do this, we ensure a similar degree of protection is afforded to your personal data as if it were being processed in the UK.
Updates to this Privacy Policy
We may update this Privacy Policy from time to time. Any updated version will be posted on our website. We encourage you to check back regularly to see any updates or changes to our Privacy Policy. Continued access or use of our website will constitute your express acceptance of any modifications to this Privacy Policy.
Contact
If you have questions or comments about this Privacy Policy, you may contact us at:
- Email: privacy@heatpumpadviser.co.uk
- Post: 37 Warren Street, London, W1T 6AD
While we would prefer you spoke to us first if you have any concerns about our handling of your personal information, you have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).