Pain In The Drain Privacy Policy  

Introduction

This Privacy Policy explains how KJM Services Limited, trading as Pain in the Drain (“we”, “us” or “our”), collects, uses, stores and protects personal data relating to individuals who visit our website at www.paininthedrain.co.uk (the “Site”), contact us or otherwise provide personal data to us (collectively, “Users”).

Grounds for data collection 

“Personal Data” means any information relating to an identified or identifiable individual.


We will only process your Personal Data where we have a lawful basis to do so. Depending on the circumstances, we may process your Personal Data:


  • To take steps at your request before entering into a contract, or to provide the drainage services you have requested;
  • For our legitimate interests, including responding to enquiries, operating and improving our website, maintaining business records, preventing fraud and protecting our legal rights;
  • To comply with legal, tax, accounting or regulatory obligations; or
  • With your consent, where consent is required, such as for certain marketing communications or non-essential cookies.

Where we rely on consent, you may withdraw it at any time. Using the Site does not, by itself, constitute consent to the processing of your Personal Data.


We encourage you to read this Privacy Policy carefully so that you understand how and why we use your Personal Data.

What information do we collect?

We collect two types of data and information from Users. 


The first type of information is un-identified and non-identifiable information pertaining to a User(s), which may be made available or gathered via your use of the Site (“ Non-personal Information ”). We are not aware of the identity of a User from which the Non-personal Information was collected. Non-personal Information which is being collected may include your aggregated usage information and technical information transmitted by your device, including certain software and hardware information (e.g. the type of browser and operating system your device uses, language preference, access time, etc.) in order to enhance the functionality of our Site. We may also collect information about your activity on the Site (e.g. pages viewed, online browsing, clicks, actions, etc.).


The second type of information Personal Information which is individually identifiable information, namely information that identifies an individual or may, with reasonable effort, identify an individual. Such information includes:

 

  • Device Information: We collect Personal Information from your device. Such information includes geolocation data, IP address, unique identifiers (e.g. MAC address and UUID) and other information which relates to your activity through the Site.
  • Contact and enquiry information: Your name, email address, telephone number, postcode and any information included in an enquiry or other communication with us.
  • Service information: The property or service address, details of the drainage issue, appointment and access information, photographs or videos you provide, quotations, job notes and drainage survey reports or footage.
  • Payment and transaction information: Billing details, invoices, payment records and information required to manage your booking.
  • Communications and feedback: Records of correspondence, reviews, complaints or other feedback you provide.
  • Technical and usage information: When you use the Site, our website and hosting systems may collect information such as your IP address, browser and device type, operating system, pages visited, referring website, access times and website interactions.
  • Cookie information: We may collect cookie identifiers and preferences where cookies or similar technologies are used. Further information is provided in the cookies section of this Privacy Policy.


How do we receive information about you?

We receive your Personal Information from various sources:
  • When you voluntarily provide us with your personal details in order to register on our Site;
  • When you use or access our Site in connection with your use of our services;
  • From third-party providers, services and public registers (for example, traffic analytics vendors).

What information do we collect?

We do not sell or rent your Personal Data. We only use and share it where necessary to operate our business, provide our services and fulfil the purposes described in this Privacy Policy.


We may use your Personal Data to:

  • Respond to enquiries and provide quotations;
  • Arrange, deliver and manage drainage services, appointments and site visits;
  • Communicate with you about bookings, work in progress and customer-service matters;
  • Process payments, issue invoices and maintain financial and business records;
  • Handle feedback, complaints, insurance matters or legal claims;
  • Operate, secure, maintain and improve our Site and services;
  • Analyse how our Site is used and resolve technical problems;
  • Prevent fraud, misuse and security incidents;
  • Comply with our legal, tax, accounting and regulatory obligations;
  • Send marketing communications where you have consented or where otherwise permitted by law. You may opt out at any time; and
  • Where you have accepted the relevant non-essential cookies, measure advertising performance and display advertisements that may be more relevant to you.


We may share relevant Personal Data with:


  • Our employees, drainage engineers and subcontractors where necessary to provide the requested service;
  • Website-hosting, email, IT, cloud-storage and customer-management providers;
  • Payment providers, accountants, insurers and professional advisers;
  • Analytics and advertising providers where these services are used and the required cookie consent has been obtained; and
  • Courts, regulators, law-enforcement agencies or other public authorities where disclosure is required or permitted by law.

Where another organisation processes Personal Data on our behalf, we require it to protect the information and only process it in accordance with our instructions and applicable data-protection law.


Some service providers may process information outside the United Kingdom. Where this constitutes a restricted international transfer, we will ensure that an appropriate lawful safeguard is in place.


We may also disclose Personal Data where reasonably necessary to comply with a legal obligation, enforce our rights, investigate suspected fraud or unlawful activity, respond to a court order or lawful government request, or protect the rights, property or safety of KJM Services Limited, our customers or others.

User Rights

Under UK data-protection law, you may have the right to:

  • Be informed about how we collect and use your Personal Data;
  • Ask whether we process your Personal Data and request a copy of it;
  • Request correction of inaccurate or incomplete Personal Data;
  • Request deletion of your Personal Data in certain circumstances;
  • Request that we restrict how your Personal Data is used;
  • Object to certain processing, including processing based on our legitimate interests;
  • Receive Personal Data you provided to us in a structured, commonly used and machine-readable format, or request its transfer to another organisation, where the right to data portability applies;
  • Withdraw your consent at any time where we rely on consent. This will not affect processing carried out before consent was withdrawn; and
  • Exercise applicable rights relating to decisions made solely through automated processing.


Your right to object to direct marketing

You may object to the use of your Personal Data for direct-marketing purposes at any time. If you do so, we will stop using your information for that purpose.

These rights are not absolute and may be subject to conditions, restrictions or exemptions under applicable law. We may request information reasonably necessary to confirm your identity. We will normally respond within one month, although this may be extended where permitted by law.


To exercise your rights or ask a question about how we use your Personal Data, please contact us:


Email: info@paininthedrain.co.uk
Telephone: 0800 002 5109
Post: KJM Services Limited, trading as Pain in the Drain, 4th Floor Office, 205 Regent Street, London, W1B 4HB


If you are unhappy with how we use your Personal Data, please contact us first so that we can try to resolve your concern. You also have the right to complain to the Information Commissioner’s Office (“ICO”) through its complaints service or by calling 0303 123 1113.

Retention

We will retain your personal information for as long as necessary to provide our services, and as necessary to comply with our legal obligations, resolve disputes and enforce our policies. Retention periods will be determined taking into account the type of information that is collected and the purpose for which it is collected, bearing in mind the requirements applicable to the situation and the need to destroy outdated, unused information at the earliest reasonable opportunity. Under applicable regulations, we will keep records containing client personal data, account opening documents, communications and anything else as required by applicable laws and regulations. 

We may rectify, replenish or remove incomplete or inaccurate information, at any time and at our own discretion.

Cookies

We and our trusted partners use cookies and other technologies in our related services, including when you visit our Site or access our services. 


A "cookie" is a small piece of information that a website assigns to your device while you are viewing a website. Cookies are very helpful and can be used for various different purposes. These purposes include allowing you to navigate between pages efficiently, enabling automatic activation of certain features, remembering your preferences and making the interaction between you and our Services quicker and easier. Cookies are also used to help ensure that the advertisements you see are relevant to you and your interests and to compile statistical data on your use of our Services. 


The Site uses the following types of cookies:


a. 'session cookies' which are stored only temporarily during a browsing session in order to allow normal use of the system and are deleted from your device when the browser is closed; 


b. 'persistent cookies ' which are read only by the Site, saved on your computer for a fixed period and are not deleted when the browser is closed. Such cookies are used where we need to know who you are for repeat visits, for example to allow us to store your preferences for the next sign-in; 


c. 'third-party cookies' which are set by other online services who run content on the page you are viewing, for example by third-party analytics companies who monitor and analyse our web access.


Cookies do not contain any information that personally identifies you, but Personal Information that we store about you may be linked, by us, to the information stored in and obtained from cookies. You may remove the cookies by following the instructions of your device preferences; however, if you choose to disable cookies, some features of our Site may not operate properly and your online experience may be limited.


We also use a tool called “Google Analytics” to collect information about your use of the Site. Google Analytics collects information such as how often users access the Site, which pages they visit, when they do so, etc. We use the information we obtain from Google Analytics only to improve our Site and services. Google Analytics collects the IP address assigned to you on the date you visit sites, rather than your name or other identifying information. We do not combine the information collected through the use of Google Analytics with personally identifiable information. Google’s ability to use and share information collected by Google Analytics about your visits to this Site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy .

Third-party collection of information

Our policy only addresses the use and disclosure of information we collect from you. To the extent you disclose your information to other parties or sites throughout the internet, different rules may apply to their use or disclosure of the information you disclose to them. Accordingly, we encourage you to read the terms and conditions and privacy policy of each third party that you choose to disclose information to. 

This Privacy Policy does not apply to the practices of companies that we do not own or control, nor to individuals whom we do not employ or manage, including any of the third parties which we may disclose information to as set out in this Privacy Policy. 

How do we safeguard your information?

 We take appropriate technical and organisational measures designed to protect your Personal Data against accidental or unlawful loss, destruction, alteration, unauthorised disclosure or access.

Depending on the nature of the information and the risks involved, these measures may include:

  • Restricting access to authorised individuals who require it for legitimate business purposes;
  • Using appropriate security controls to protect our accounts, systems and devices;
  • Keeping software and security measures up to date;
  • Maintaining appropriate backups and procedures for responding to security incidents; and
  • Requiring service providers that process Personal Data on our behalf to implement appropriate security measures and comply with their contractual and data-protection obligations.

Although no website, electronic transmission or storage system can be guaranteed to be completely secure, we take reasonable steps to protect your Personal Data. If a Personal Data breach occurs, we will investigate it, take appropriate steps to limit its effects and notify the Information Commissioner’s Office and affected individuals where required by law.

Transfer of data outside the EEA 

Please note that some data recipients may be located outside the EEA. In such cases we will transfer your data only to such countries as approved by the European Commission as providing adequate level of data protection, or enter into legal agreements ensuring an adequate level of data protection.

Advertisements

We may use a third-party advertising technology to serve advertisements when you access the Site. This technology uses your information with regards to your use of the Services to serve advertisements to you (e.g., by placing third-party cookies on your web browser). 


You may opt out of many third-party ad networks, including those operated by members of the Network Advertising Initiative ("NAI") and the Digital Advertising Alliance ("DAA"). For more information about this practice by NAI and DAA members, and your choices regarding having this information used by these companies, including how to opt-out of third-party ad networks operated by NAI and DAA members, please visit their respective websites: http://optout.networkadvertising.org/#!/ and http://optout.aboutads.info/#!/ .

Marketing

We may use your Personal Information such as your name, email address, telephone number, etc., ourselves or by using our third-party subcontractors, for the purpose of providing you with promotional materials concerning our services which we believe may interest you.  

To respect your right to privacy, within such marketing materials we provide you with the means to opt out of receiving further marketing offers from us. If you unsubscribe, we will remove your email address or telephone number from our marketing distribution lists. 

Please note that even if you have unsubscribed from receiving marketing emails from us, we may send you other types of important email communications without offering you the opportunity to opt out of receiving them. These may include customer service announcements or administrative notices.

Corporate transaction

We may share information in the event of a corporate transaction (e.g. sale of a substantial part of our business, merger, consolidation or asset sale). In the event of the above, the transferee or acquiring company will assume the rights and obligations as described in this Privacy Policy.

Minors

We understand the importance of protecting children’s privacy, especially in an online environment. The Site is not designed for or directed at children. Under no circumstances shall we allow the use of our services by minors without prior consent or authorisation by a parent or legal guardian. We do not knowingly collect Personal Information from minors. If a parent or guardian becomes aware that his or her child has provided us with Personal Information without their consent, he or she should contact us at info@paininthedrain.co.uk .

Updates or amendments to this Privacy Policy

We reserve the right to periodically amend or revise the Privacy Policy; material changes will be effective immediately upon the display of the revised Privacy policy. The last revision will be reflected in the "Last modified" section. Your continued use of the Platform, following the notification of such amendments on our website, constitutes your acknowledgment and consent of such amendments to the Privacy Policy and your agreement to be bound by the terms of such amendments.

How to contact us

If you have any questions about the Site, this Privacy Policy or how we collect and use your Personal Data, please contact us:



KJM Services Limited, trading as Pain in the Drain
Company number: 17271205
Registered office: 4th Floor Office, 205 Regent Street, London, England, W1B 4HB
Email: info@paininthedrain.co.uk
Telephone: 0800 002 5109


Last updated: 27 July 2026