Legal
Customer Privacy Notice
This privacy notice tells you what to expect us to do with your personal information.
Contents
- Contact details
- What information we collect, use, and why
- Lawful bases and data protection rights
- Where we get personal information from
- How long we keep information
- How to complain
Contact details
Telephone: 01942 466540
Email: [email protected]
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Purchase or account history
- Website user information (including user journeys and cookie tracking)
- Call recordings
- Information relating to compliments or complaints
We collect or use the following information for the operation of customer accounts and guarantees:
- Names and contact details
- Addresses
- Purchase history
- Account information, including registration details
- Marketing preferences
We collect or use the following information for service updates or marketing purposes:
- Names and contact details
- Addresses
- Marketing preferences
- Call recordings
- Records of consent, where appropriate
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Account information
- Purchase or service history
- Call recordings
- Customer or client accounts and records
Lawful bases and data protection rights
Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO's website:
- Your right of access — You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.
- Your right to rectification — You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
- Your right to erasure — You have the right to ask us to delete your personal information.
- Your right to restriction of processing — You have the right to ask us to limit how we can use your personal information.
- Your right to object to processing — You have the right to object to the processing of your personal data.
- Your right to data portability — You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
- Your right to withdraw consent — When we use consent as our lawful basis you have the right to withdraw your consent at any time.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for collecting or using personal information to provide services and goods:
- Consent — we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract — we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests — we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are: We only hold customer's information for service reminders. These are annual reminders whereby we contact via phone, post or email to remind the customer that their service plan interval has either passed or is near due. The ongoing safety and longevity of the customer's product is vastly improved if a regular preventative maintenance schedule is followed, so we believe it is in the client's interests to make sure these are completed each year. Other than this the only other legitimate interest is to offer improved products and service plans via marketing emails and or phone calls, whereby we can help save them money or improve the level of cover they may have.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees:
- Consent — we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract — we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for service updates or marketing purposes:
- Consent — we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims:
- Contract — we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests — we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are: The keeping of historical service information vastly improves the client's outcomes when it comes to servicing, maintenance and repair. This service history will show previous works, warranty time on replaced parts, warranty timescales and more. It is absolutely necessary to provide proper customer service.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
- Directly from you
How long we keep information
All customer data is kept for no longer than 5 years after the last interaction with you. Secure destruction of your data will be carried out after this point.
For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: [email protected]
Telephone: 01942 466540
If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint