Privacy Policy

Last updated: 28 October 2026

At The McCann Family Drainage Company, we take your privacy seriously. Whether you’re contacting us about a blocked drain, arranging a survey or speaking to our team through live chat, we want you to know how your personal information is collected, used and protected.

This Privacy Policy explains how we handle personal information when you visit our website, contact us or use our drainage services.

1. Who We Are

The McCann Family Drainage Company is operated by McCann Services Limited.

Website: https://mccanndrainagemanchester.com

Email: info@mccanndrainagemanchester.com

Telephone: 0161 563 0912

Business address: 12 Consett Avenue, Manchester, M23 1HH

McCann Services Limited is responsible for deciding how and why personal information is used in connection with our services. This makes us the data controller under UK data protection legislation.

2. What Information We Collect

Depending on how you interact with us, we may collect:

Your name and contact details, including email address and telephone number.
Your property address, postcode and relevant access information.
Details of drainage problems, enquiries or work you require.
Messages sent through our website contact form, live chat, email or telephone.
Information relating to quotations, appointments, completed works and invoices.
Photographs, CCTV drainage survey recordings, reports and other job-related information.
Payment and transaction records where relevant.
Technical information such as your IP address, browser type, device information and website usage data.

We generally collect this information directly from you. We may also receive relevant information from landlords, letting agents, property managers or other people authorised to arrange work.

3. How We Use Your Information

We use personal information to:

Respond to questions and drainage enquiries.
Provide quotations, arrange surveys and book appointments.
Assess drainage problems and organise suitable works.
Manage our engineers, contractors and job schedules.
Communicate about appointments, progress and completed works.
Prepare CCTV reports, drainage reports, photographs and other relevant records.
Issue invoices, process payments and maintain business records.
Respond to complaints, warranty enquiries and customer service requests.
Maintain the security and proper operation of our website.
Meet our legal, accounting and regulatory obligations.

We only use personal information for legitimate business purposes and in accordance with applicable data protection law.

4. Our Lawful Basis for Processing Information

Under UK data protection legislation, we rely on different lawful bases depending on why information is being used.

Contract: Where processing is necessary to provide a quotation, take steps requested before entering into a contract or carry out drainage services.

Legitimate interests: Where necessary to respond to enquiries, manage our business, maintain customer relationships, protect our systems or handle service-related issues, provided these interests are not overridden by your rights.

Legal obligations: Where we must retain or use information to comply with accounting, taxation or other legal requirements.

Consent: Where we specifically ask for and obtain your consent for a particular activity that requires it.

Providing certain details, such as your contact information and the location of a drainage problem, may be necessary for us to respond to or carry out your request.

5. Website Contact Forms

When you submit an enquiry through our website, we collect the information you enter into the form.

This may include your name, email address, contact number, property postcode and details of your drainage problem.

We use this information to contact you, assess your enquiry and arrange any services you request.

Enquiry notifications are sent to authorised members of our team. Relevant details may also be entered into our job management system.

Submitting an enquiry does not automatically subscribe you to marketing emails.

6. Live Chat – tawk.to

Our website uses, or may use, tawk.to to provide live chat support.

When you use live chat, we may collect your name, contact information, messages and information you choose to share about your enquiry.

The live chat service may also process technical information, including IP addresses, device and browser details, and cookies or similar technologies.

Chat conversations may be retained so our team can respond to your enquiry, follow up on requests and maintain relevant customer service records.

Where a chat results in a drainage enquiry or booking, relevant details may be transferred to our ServiceM8 job management system.

tawk.to is a third-party provider and may process or store information outside the United Kingdom, including in the United States.

For further information, please see the tawk.to Privacy Policy.

7. Customer Information Stored in ServiceM8

We use ServiceM8, a cloud-based job management platform, to help organise and manage our drainage services.

Customer information stored in ServiceM8 may include:

Names and contact details.
Property addresses and job locations.
Enquiry details, quotations and appointments.
Job notes, engineer updates and customer communications.
Photographs, survey information and relevant reports.
Invoices, payment records and service history.

Authorised members of our team may access relevant information to manage bookings, deliver services and provide customer support.

Where required to complete work, relevant details may be made available to engineers or approved contractors.

ServiceM8 uses cloud infrastructure and may process or store information internationally.

For further information, please see the ServiceM8 Privacy Policy.

8. Who We Share Your Information With

We do not sell your personal information.

We may share relevant information with:

Our authorised employees, engineers and contractors.
ServiceM8, for customer and job management.
tawk.to, for live chat functionality.
Website hosting, email and IT service providers.
Accountants, professional advisers and payment service providers where necessary.
Regulators, public authorities or other parties where disclosure is legally required.

We aim to share only the information reasonably necessary for the relevant purpose.

9. International Data Transfers

Some of the third-party services we use may process or store personal information outside the United Kingdom.

Where international transfers are subject to UK data protection requirements, we seek to ensure that appropriate protections are in place, such as recognised adequacy arrangements or approved contractual safeguards.

10. Cookies and Website Technologies

Our website may use cookies and similar technologies to operate correctly, support security, remember preferences and provide website features.

Third-party features, including tawk.to live chat, may also use cookies or local storage.

Some cookies are essential for providing services requested by visitors. Where consent is legally required for non-essential cookies or similar technologies, we will seek that consent before using them.

You can also manage or restrict cookies through your browser settings, although some website features may not function correctly.

11. How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, subject to applicable legal obligations.

This may depend on whether an enquiry results in work, whether services remain ongoing, whether a warranty or dispute applies, and whether the information forms part of accounting or other legally required records.

Customer job records, correspondence and related information may be retained where necessary to manage services, respond to follow-up enquiries or establish, exercise or defend legal claims.

Accounting and relevant tax records are generally retained for at least six years from the end of the accounting period to which they relate, or longer where required by law.

Live chat transcripts and other information held through third-party platforms are subject to our retention and deletion arrangements with those providers.

When information is no longer needed, we take appropriate steps to delete, anonymise or securely dispose of it.

12. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.

These measures include restricting access to appropriate personnel, using secure systems and managing access to the third-party platforms we use.

However, no method of transmitting or storing information electronically can be guaranteed completely secure.

13. Your Data Protection Rights

Depending on the circumstances, you may have the right to:

Request access to personal information we hold about you.
Ask us to correct inaccurate or incomplete information.
Request deletion of information where applicable.
Request restrictions on how information is used.
Object to certain processing activities.
Request transfer of information where applicable.
Withdraw consent where processing is based on consent.

Some rights are subject to legal exceptions, including where we must retain particular records.

To exercise your rights, please contact us using the details below.

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO) at https://ico.org.uk.

14. Marketing Communications

We do not automatically add people who contact us through our website or live chat to marketing mailing lists.

If we send marketing communications, we will do so in accordance with applicable data protection and electronic marketing requirements.

Where required, we will obtain your consent, and marketing messages will provide an appropriate way to opt out.

15. Contact Us About Your Privacy

If you have any questions about this Privacy Policy, how your information is handled or your data protection rights, please contact:

The McCann Family Drainage Company
Operated by McCann Services Limited