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Plumbs – Privacy Notice
When it comes to your privacy, Plumbs Ltd (“we”, “us”) are committed to safeguarding our customers and suppliers whilst providing a personalised and valuable service. This Privacy Notice, in line with the new General Data Protection Regulation (GDPR) 2018, describes who we are, how we obtain and use personal data, why we are allowed to do so by law, who has access to your personal data and what your rights are.
2. About us
We are Plumbs Limited, a private limited company incorporated in (and subject to the laws of) England and Wales with registration number 1113238. Our registered address is at Brookhouse Mill, Old Lancaster Lane, Preston PR1 7PZ.
We take your privacy seriously and use your personal data as further explained in this Privacy Notice. We are the “controller” of the personal data you provide to us.
3. What personal data we collect and why
All personal information that we collect about you will be used and protected by us in accordance with applicable data protection legislation and this Privacy Notice.
We collect the following personal data from you:
- Basic contact details: We collect your name, email address, postal address and telephone number so that we can contact you to administer and provide products and services you request or have shown an interest in.
- Payment details: We require your payment details so that we can obtain payment for any paid-for products and services that we provide to you. The information you provide is authorised via a secure payment gateway and is not stored or retained for any future payments.
- Correspondence: We collect any additional personal data that you may provide to us from time to time if you contact us by email, letter or telephone, through our website or by any other means. If you contact us by telephone, we may also record the call and make notes in relation to your call for training and service improvement purposes, to comply with our legal obligations and to be able to deal with any dispute or defence of a claim which may arise in the course of us providing our products and services to you.
We also obtain information about you from other sources:
4. How we use your personal data
Communication is key to giving our customers a quality service and we use your personal data for the following purposes:
- To provide and improve customer support - We use your personal data to be able to provide and improve the customer support we provide to you (for example, where you have questions about our products and services
- To provide our services, activities or online content, to provide you with the information about them and to deal with your requests and enquiries
- To provide you with the most user-friendly online navigation experience
- To process payments
- To enable us to administer any competitions or other offers/promotions which you enter into
- For record keeping purposes and for profiling purposes to enable us to personalise and/or tailor any marketing communications that we may send you
- To send direct marketing (including by third parties) - If you have provided your consent or we otherwise have the right to do so, we may use your contact details to send you direct marketing and keep you informed of promotional offers by email, post or telephone relating to our products and services. You can unsubscribe from our direct marketing at any time by clicking the “Unsubscribe” link in any of our emails or by contacting us (How you can contact us). The term “selected third parties” refers to businesses that provide similar products or services that we feel you may be interested in. You may contact us at any time to unsubscribe from receiving marketing communications from our carefully selected partners’. If you would prefer not to be contacted please see How you can contact us.
- To conduct automated decision-making and profiling - We use technology which tracks your use of our website, products and services to help us build a profile of your preferences. What this means for you is that you are more likely to receive direct marketing and promotional offers that are tailored to your specific preferences, based on your previous activity. If you don’t agree with an automated decision that our technology has made in relation to you, you can let us know (see How you can contact us) and we may decide to look into it for you. You may still have the right to object to us processing your personal data for the purpose of automated decision-making or to restrict us from doing so (see Your Rights).
- Please note that the legal basis for us carrying out these activities is that it is in our legitimate interests to do so, having taken into account whether your interests and fundamental rights and freedoms are overridden by this type of processing. (See Legal grounds for processing for more information).
- We also use tracking technology within our emails to capture information such as the time and date you open our emails and the type of device used to open it. We use this information to understand the effectiveness of our email communications so that we can improve them in the future and provide a more personalised overall service to you.
- To conduct internal training - We may use your personal data for internal training purposes so that our staff have the knowledge and expertise they need to ensure we provide you with the best possible customer experience. For example, if you contact us by telephone, we may record the call and make notes in relation to your call for training and service improvement purposes.
- To conduct market research and analytics - We may analyse your personal data (potentially in combination with personal data relating to other customers) to better understand our customer base. We may also invite certain customers to be involved in market research. If you accept our invitation, we will use your feedback to improve our products and services.
- To maintain our records and improve data accuracy - Like any business, we process personal data in the course of maintaining and administering our internal records. This includes processing your personal data to ensure that the information we hold about you is kept up to date and accurate.
- To respond to enquiries, complaints and disputes - We use the personal data we hold about you to help us respond to any enquiries or complaints you have made, or deal with any dispute which may arise in the course of us providing our products and services to you, in the most effective manner.
5. Legal grounds for processing
Data protection law requires us to only process your personal data if we satisfy one or more legal grounds. These are set out in data protection law and we rely on a number of different grounds for the processing we carry out. These are as follows:
In certain circumstances, we process your personal data after obtaining your consent to do so for the purposes of:
- Sharing your name, email address, postal address and telephone number with our trusted business partners who provide services on our behalf
- You can withdraw your consent at any time
Performance of a contract
It is necessary for us to process your basic contact details, payment details and information for the performance of the contract between us
- Communicate with you about the products and services that we provide, including to let you know about major changes to those products and services or to the terms of the contract between us or to any related information (such as changes to this Privacy Notice)
- Process payments
- Provide and improve customer support
If you choose not to give some or all of the aforementioned information to us, this may affect our ability to provide our products and services to you.
Necessary for the purposes of our legitimate business interests or those of a third party
It is sometimes necessary to collect and use your personal data for the purposes of our legitimate interests as a business, which are to:
- Provide you with products and services that are useful and beneficial to you, including by personalising our contact with you (using automated decision-making and profiling techniques) and making sure we tell you about all the offers that are relevant to you
- Communicate with you about the products and services that we provide
- Better understand our customer base so that we can improve our products and services and marketing activities (which could also benefit you)
- Develop and improve our website to enhance the customer experience
- Train our staff so that we can provide you with a better customer service
- Respond to any enquiries or complaints you have made, or deal with any dispute which may arise in the course of us providing our products and services to you
- Ensure effective operational management and internal administration of our business, document retention, compliance with regulatory guidance and exercise or defence of legal claims
Please note that where we wish to rely on this legal ground for processing, we are required by data protection law to consider whether our legitimate interests are overridden by your interests or your fundamental rights and freedoms. We may continue to process your personal data on the basis of our legitimate interests only if we determine that your interests, rights and freedoms are not overridden by our legitimate interests.
We have considered these matters and on balance, we consider that the benefits described above are not outweighed by your interests or your fundamental rights and freedoms.
Where we think there is a risk that one of your interests or fundamental rights and freedoms may be affected we will not process your personal data unless there is another legal ground for us to do so (either that we have obtained your consent to the processing or it is necessary for us to perform our contract with you or to comply with our legal obligations).
6. Who we share your personal data with
We may provide your personal data to:
- Our suppliers and services providers who perform certain business services for us and act as “processors” of your personal data on our behalf
- We may share your details with selected partners whose offers we think may be of interest to you, either directly or through a data cooperative. A data cooperative is a company that manages an alliance on behalf of UK retailers. The participating retailers are active in clothing, collectables, food & wine, gardening, health & beauty, gadgets and entertainment, household goods and home interiors categories. They share information on what their customers buy. The information is pooled and analysed to help retailers understand consumers’ wider buying patterns. From this information, retailers can tailor their communications, sending consumers suitable offers that should be of interest to them, based on what they buy. You can unsubscribe at any time by contacting us (see How you can contact us.).
- If we are under a duty to disclose or share your personal data in order to comply with any legal obligation (for example to government bodies and law enforcement agencies)
- In some cases the personal data we collect from you may, for direct marketing and profiling purposes, be transferred outside the European Economic Area (“EEA”) and such destinations may not have laws which protect your personal data to the same extent as in the EEA. We are required by data protection law to ensure that where we or our “processors” transfer your personal data outside the EEA, it is treated securely and is protected against unauthorised access, loss or destruction, unlawful processing and any processing which is inconsistent with the purposes set out in this Privacy Notice.
7. How long we keep your personal data for
We retain your personal data for no longer than is necessary for the purpose(s) for which it was provided or legitimate business interest. What this means in practice will vary between different types of data. When determining the relevant retention periods, we take into account factors including:
- Legal obligation(s) under applicable law to retain data for a certain period of time
- Statute of limitations under applicable law
- Potential or actual disputes
- Guidelines issued by relevant data protection authorities.
8. Your rights
You have the following rights regarding your personal data:
What does this mean?
1. Right to be informed
You have the right to be provided with clear, transparent and easily understandable information about how we use your personal data and your rights. This is why we are providing you with the information in this Privacy Notice.
2. Right of access
You have the right to obtain access to your personal data (if we are processing it) and certain other information (similar to that provided in this Privacy Notice). This is so you are aware and can check that we are using your personal data in accordance with data protection law. Details of how to contact us are shown below under How you can contact us.
3. Right to rectification
You are entitled to have your personal data corrected if it is inaccurate or incomplete.
4. Right to erasure
This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of your personal data where there is no compelling reason for us to keep using it. This is not a general right to erasure; there are exceptions.
5. Right to restrict processing
You have the right to ‘block’ or suppress further use of your personal data in certain circumstances. When processing is restricted, we can still store your personal data, but may not use it further. We keep lists of people who have asked for further use of their personal data to be ‘blocked’ to make sure the restriction is respected in future.
6. Right to data portability
You have the right to obtain and reuse your personal data in a structured, commonly used and machine-readable format in certain circumstances. In addition, where certain conditions apply, you have the right to have such information transferred directly to a third party.
7. Right to object to processing
You have the right to object to us processing your personal data for our legitimate business interests or for direct marketing purposes (including in each case any related profiling).
8. Right to withdraw consent to processing
If you have given your consent to us to process your personal data for a particular purpose (for example, direct marketing), you have the right to withdraw your consent at any time (although if you do so, it does not mean that any processing of your personal data up to that point is unlawful).
9. Right to make a complaint to the data protection authorities
You have the right to make a complaint to the Information Commissioner’s Office (ICO) if you are unhappy with how we have handled your personal data or believe our processing of your personal data does not comply with data protection law.
For more information about your rights or if you would like to exercise any of your rights, you are welcome to contact us at the contact details set out below under How you can contact us.
9. How you can contact us
If you would like to exercise your data protection rights or if you are unhappy with how we have handled your personal data, you may contact us by;
- emailing: firstname.lastname@example.org;
- writing to: Plumbs Limited, Brookhouse Mill, Old Lancaster Lane, Preston PR1 7PZ;
- calling: 0800 072 4073; or
- submitting a request through our contact us form.
All data protection queries will be responded to in writing within 28 days. If you’re not satisfied with our response to any enquiry or complaint or believe our processing of your personal data does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) by:
- writing to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF;
- calling: 0303 123 1113; or
- submitting a message through the ICO’s website at: ico.org.uk.
10. Trusted Business Partners
This Privacy Notice, in line with the new General Data Protection Regulation (GDPR) 2018, extends itself to certain trusted business partners based on their legal business status. The personal data we process and store will include name, email address, postal address, telephone number and bank details so that we can fulfil our contractual agreements.
11. Links to other websites
Our website contains hyperlinks to websites owned and operated by third parties. This Privacy Notice does not apply to those other websites. We encourage you to read the privacy statements on the other websites you visit, as they will govern the use of any personal data you provide when visiting those websites. We do not accept any responsibility or liability for the privacy practices of such third party websites and your use of such websites is at your own risk.
This Privacy Notice was last updated on 22 May 2018.
This Privacy Notice may be updated from time to time so you may wish to check it each time you provide personal data to us. We won’t alert you to minor changes, but if there are any major changes we will let you know and where appropriate ask for your consent.