About this privacy notice
This privacy notice explains how Certivo collects, uses, stores and protects personal information.
It applies when you visit a Certivo website, contact Certivo or request a quotation, book or receive electrical services, use our electrical compliance services, create or use an account within the Flow App, communicate with our support or administration teams, or interact with Certivo in a professional or business capacity.
It also explains how personal information is handled through Flow, our electrical compliance management platform.
Certivo processes personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation, the Data Protection Act 2018, the Data (Use and Access) Act 2025 and the Privacy and Electronic Communications Regulations 2003.
Who we are
Certivo Compliance Ltd, trading as Certivo Electrical Solutions and Certivo Electrical Compliance, is the controller for enquiries, bookings, quotations and electrical services made through this website.
Business address: 18 Stadium View, Swindon, SN25 4ES. Email: info@certivo.co.uk. Telephone: 07404 140848.
For questions about privacy or the use of your personal information, contact us using the details above.
Our role when you use Flow
Our role under data protection law depends on how personal information is being used.
Certivo acts as a data controller for personal information that we determine how and why to use. This can include website enquiries, quotation and booking information, Certivo customer records, account administration, billing information, communications with us, technical and security information, Flow account administration, service support records and information required to protect our systems and services.
As a controller, Certivo is responsible for deciding how this information is used and for meeting the relevant requirements of data protection law.
Organisations using Flow can upload and manage information relating to their buildings, contractors, employees, engineers, inspections, electrical compliance activities and other operational records.
Where a customer organisation determines why this information is collected and how it is used, that organisation is normally the data controller. Certivo processes that information through Flow on the customer's instructions and normally acts as a data processor.
The customer's own privacy notice explains how that organisation uses personal information. Certivo enters into appropriate data processing arrangements with customers where required by data protection law.
Information we may collect
Depending on how you interact with Certivo or Flow, we may process the following information.
- On the public website we collect the details entered when you book a callback or site visit: name, email address, telephone number, customer type, requested service, description of the work, appointment date and time. If you name someone who referred you, we also record their name to administer the referral reward. For a site visit we also collect the property address and postcode. The coverage checker processes a postcode only when you submit it.
- Identity and contact information, including name, business or personal email address where provided, telephone number, employer or organisation, job title and business role.
- Flow account information, including username or email address, organisation, user role, account permissions, authentication information, account status, login and security records. We do not store passwords in readable form.
- Electrical compliance and operational information, including building and site information, electrical inspection records, EICRs and other electrical certificates, test results, observations and defects, remedial actions, compliance status, job records, work allocations, contractor and engineer information, communications, supporting photographs, uploaded documents, evidence of completed works, inspection and completion dates, and audit history.
- Customer and project information, including property information, site addresses, project details, quotations, appointments, work instructions, contracts, invoices, payment records and customer communications.
- Technical and security information, including IP address, login date and time, browser type, device information, application activity, security events, audit records, error and diagnostic information.
- Communications, including emails, support requests, telephone notes and other communications relating to our services.
Information we receive from other sources
Personal information may be provided directly by you. For referral rewards, a new customer may give us the referrer's name when enquiring, and the referrer may then send us their contact details. We may also receive information from your employer, a Flow customer organisation, a building or property manager, an authorised contractor, an electrical inspector or engineer, another authorised Flow user, documents uploaded to Flow and business systems used to provide our services.
Where appropriate, organisations providing information to Flow are responsible for ensuring that they have a lawful basis for doing so.
How we use personal information
We use personal information to respond to enquiries and prepare quotations, book and deliver electrical services, administer referral rewards, manage customer relationships, provide access to Flow, manage user accounts and permissions, provide technical support, protect Flow and our websites and business systems, maintain system and audit records, process invoices and financial records, meet tax, regulatory and legal requirements, establish or defend legal claims, communicate service information, send marketing communications where permitted by law, and use optional website technologies where consent is required.
For enquiries, appointments and quotations requested by an individual, we normally use information because it is necessary to take steps at that person’s request before entering into a contract or to perform a contract. Where someone contacts us on behalf of an organisation, we may rely on our legitimate interests in responding and managing the business relationship. We use legal obligation for records we must keep by law, and consent only where it is the appropriate basis for a separate optional activity.
Where we rely on legitimate interests, those interests can include operating our business, administering referral rewards, maintaining secure systems, preventing misuse, supporting customers, maintaining appropriate business records and protecting our legal rights. We consider the impact on individuals before relying on legitimate interests.
When information is required
Some personal information is necessary for us to provide a quotation, enter into a contract, carry out electrical work, create or secure a Flow account, or meet legal requirements.
If required information is not provided, we may be unable to provide the relevant service or account access.
Special category information
Flow is designed for electrical compliance and operational information. It is not intended to be used as a system for storing health information, biometric information or other special category personal information unless there is a specific and lawful reason for doing so.
Customers and users should avoid uploading unnecessary sensitive personal information.
Who we share information with
To run certivo.co.uk and deliver our services, relevant information may be handled by our website and database hosting provider, our account authentication provider for the client area, Microsoft for Outlook appointments and email, and service providers involved in delivering electrical work. Professional advisers, insurers and authorities may also receive information where appropriate.
The public website is hosted using the Sites service and its cloud infrastructure. Booking information is processed by Certivo in its website database and Microsoft Outlook calendar and email services. The signed in client area uses Clerk for authentication. The categories and named services are listed so you can understand the recipients involved.
When you submit the coverage checker, our server sends the postcode you entered to Postcodes.io to obtain location and coverage information. On the contact form, postcode searches use Postcodes.io. Where property selection is available, our server sends the postcode to Ideal Postcodes to obtain address choices. These searches do not include your name or contact details. You can enter the full postcode and address manually instead.
We may also provide information to regulators, law enforcement agencies, courts or other public authorities where required by law. Where another organisation processes personal information on our behalf, appropriate contractual and data protection requirements are put in place.
If a new customer names a referrer, we use the paid work value to calculate the reward. We tell the referrer their voucher amount, which may allow them to infer the approximate value of the customer's work. We do not share the customer's invoice or contact details with the referrer.
We do not sell personal information.
The public booking form does not currently accept uploaded files. If you email us photographs, EICRs or reports, we use them to assess your enquiry and retain them with the related enquiry or customer record. Files placed in the client portal are handled according to their access permissions and the reason they were supplied. Please avoid sending information we do not need.
Flow sub-processors
Flow relies on specialist technology providers to operate parts of the service. These providers may process limited personal information on our behalf for activities such as hosting, database services, authentication, email delivery, system monitoring and technical support.
Where a provider acts as a sub-processor, appropriate contractual protections are required. Certivo remains responsible for meeting its obligations as a processor under its agreements with Flow customers.
International transfers
Our website, authentication and Microsoft services may involve access to or processing of personal information outside the UK. The precise locations and applicable transfer safeguards depend on the relevant supplier and service configuration. We review any restricted transfer and use an applicable safeguard where required.
This may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved Standard Contractual Clauses, or another legally permitted safeguard. Where required, we assess the protections applying to the information before making the transfer.
How long we keep information
We do not keep personal information for longer than necessary. Retention periods depend on the type of information and the reason it is held.
Enquiries and quotations that do not become customers are normally kept for up to 24 months after the last meaningful contact, subject to any necessary legal or dispute related retention.
Booking enquiries held in our website customer records follow the same enquiry period unless they become customer or electrical service records. Appointment invitations and correspondence in our Microsoft mailbox and calendar also need to be included in our operational retention and deletion reviews.
Customer and electrical service records may normally be retained for up to six years following completion of the relevant work or termination of the customer relationship where this is necessary for contractual, insurance, regulatory or legal purposes. Certain compliance records may need to be retained for longer where required by the customer, applicable standards, legislation or the nature of the electrical installation.
Relevant financial records are normally retained for at least six years where required for accounting or tax purposes.
Information processed by Flow on behalf of a customer is retained in accordance with the customer's agreement and documented instructions. When a Flow agreement ends, customer information will be returned, retained or securely deleted in accordance with the applicable agreement, legal requirements and backup retention arrangements.
Technical and security records are retained for a period proportionate to operational, security and audit requirements. Where somebody opts out of marketing, we may retain sufficient information to ensure their preference continues to be respected.
How we protect information
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, accidental loss, inappropriate disclosure, alteration and destruction.
Access to personal information is restricted according to business need and user permissions. We regularly review the security measures used to operate our systems and services.
No internet-based service can provide an absolute guarantee of security.
Marketing
We may send information about relevant Certivo or Flow products and services where permitted by law. Electronic marketing is managed in accordance with UK data protection law and PECR.
Where consent is required, we will request it before sending marketing communications. Marketing communications will provide a method for opting out. You can ask us to stop using your personal information for direct marketing at any time.
Cookies and similar technologies
The public website offers a choice about optional Google Ads tracking and our own website measurement. The Google Ads tag loads only after you accept optional cookies. It helps us measure visits from advertising and may support relevant ads. Our own measurement counts page views, quote and phone button clicks, form starts, validation errors, sending failures and successfully received enquiries. It runs only after you accept the updated choice. We retain daily totals using broad service, page, source and screen-size categories; this report does not store visitor identifiers, advertising click IDs, raw URLs, search terms or form contents. If you send an enquiry after accepting, its record also includes a broad source and first measured page category to help us understand where enquiries come from. Necessary account authentication and security technologies may apply in client or staff areas. You can reject or change your choice using Cookie settings in the footer. Our Cookie Policy explains the technologies in use.
Automated processing
Certivo may use automated technology to support the operation of Flow, including processing information contained within uploaded records.
Where we introduce automated decision-making that produces legal effects or similarly significant effects for individuals, we will provide the additional information and protections required by data protection law.
Your data protection rights
Depending on the circumstances and the lawful basis being used, you may have the right to request access to your personal information, request correction of inaccurate information, request deletion, request restriction of processing, object to certain processing, receive certain information in a portable format, or withdraw consent where processing is based on consent.
These rights are subject to conditions and exemptions under data protection law. You have an absolute right to object to your personal information being used for direct marketing.
There is normally no charge for exercising your data protection rights. We normally respond to valid requests within one month, subject to the provisions of applicable data protection law.
Rights relating to Flow customer data
If your personal information has been entered into Flow by your employer, building manager, contractor or another customer organisation, that organisation will normally be the data controller. Requests concerning that information should normally be made directly to the relevant organisation.
Where Certivo is acting as their processor, we will provide appropriate assistance to the controller in responding to requests. You can also contact us at info@certivo.co.uk if you are unsure who the relevant controller is.
Complaints
If you have concerns about how Certivo has used your personal information, please contact us first. Email: info@certivo.co.uk. Telephone: 07404 140848.
You also have the right to make a complaint to the UK's data protection regulator: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113. Website: ico.org.uk.
Children
Certivo's business services and the Flow platform are not designed for use by children. We do not intentionally collect children's personal information through Flow unless there is a specific, lawful and necessary reason for the information to be processed.
Changes to this privacy notice
We may update this privacy notice when our services, technology, business operations or legal requirements change. The current version will be published on our website with the date of the latest update.
Where a significant change affects how personal information is used, we will take reasonable steps to bring the change to the attention of affected individuals.
Contact us
Questions about this privacy notice or the way we use personal information can be sent to Certivo Compliance Ltd, 18 Stadium View, Swindon, SN25 4ES. Email: info@certivo.co.uk. Telephone: 07404 140848.
For matters relating to information held within a customer's Flow account, please identify the organisation using Flow when contacting us so that the request can be directed appropriately.
Last updated: 16 October 2026.
Photos and documents sent with an enquiry
If you attach photos, plans or electrical reports to a quote enquiry, we store them with your enquiry for authorised Certivo staff to review. These attachments are not published or placed in the shared client document area. Only send information relevant to the work, and avoid including unnecessary personal information.