Customer Privacy Notice

Contact details

What information we collect, use, and why

To provide and improve products and services for clients

• Names and contact details
• Gender
• Occupation
• Information relating to compliments or complaints
• Audio recordings (e.g. calls)
• Records of meetings and decisions
• Website user information

For the operation of client or customer accounts

• Names and contact details
• Purchase or service history
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

For information updates or marketing purposes

• Names and contact details
• Addresses
• Profile information
• Marketing preferences
• Purchase or account history
• Website and app user journey information

To comply with legal requirements

• Name
• Contact information
• Client account information
• Any other personal information required to comply with legal obligations

For dealing with queries, complaints or claims

• Names and contact details
• Account information
• 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. Read more about the right of access.
• Your right to rectification — You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure — You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing — You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing — You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• 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. Read more about the right to data portability.
• Your right to withdraw consent — When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

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 the collection and use of your data

Where we get personal information from

• Directly from you
• Publicly available sources

How long we keep information

90 days.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.