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
- Account information
- Photographs or video recordings
We collect or use the following information for the operation of customer accounts and guarantees:
- Names and contact details
- Addresses
- Account information, including registration details
We collect or use the following information to comply with legal requirements:
- Name
- Contact information
- Identification documents
- Financial transaction information
- Any other personal information required to comply with legal obligations
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Account information
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. Read more about the right of access.
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 are:
- 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.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
- 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.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for legal requirements are:
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- 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.
Where we get personal information from
How long we keep information
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.
We keep personal information for as long as we need it to respond to your inquiry, and for up to 24 months afterwards in case you contact us again or we need to refer back to it.
If we start a business relationship with you (e.g. you become a client), we'll keep your information for the duration of that relationship plus 6 years afterwards, to meet our legal and tax obligations.
We store this information securely in Google Workspace. After the relevant retention period, we delete it.
Who we share information with
Others we share personal information with:
- Organisations we’re legally obliged to share personal information with
- Suppliers and service providers
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.
ICO
Information Commissioner's Office
Wycliffe House, Water Lane
Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint