Privacy policy.
This Privacy Notice explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we will store and handle that data, and keep it safe. We know that there’s a lot of information here but we want you to be fully informed about your rights, and how Brookhall uses your data. We hope the following sections will answer any questions you have but if not, please do get in touch with us. It’s likely that we’ll need to update this Privacy Notice from time to time.
1. Explaining the legal bases we rely on.
The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:
Consent
In specific situations, we can collect and process your data with your consent. For example, when you tick a box to receive email newsletters.
Contractual obligations
In certain circumstances, we need your personal data to comply with our contractual obligations.
Legal compliance
If the law requires us to, we may need to collect and process your data. For example, we can pass on details of people involved in fraud or other criminal activity affecting us to law enforcement.
Legitimate interest
In specific situations, we require your data to pursue our legitimate interests in a way that might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example, we may use the order history of many customers to identify trends and ensure we can keep up with demand, or develop new services.
2. When do we collect your personal data?
When you buy products and services from us.
When you create an account with us.
When you purchase a product or service by phone but don’t have an account.
When you engage with us on social media.
When you sign up for a newsletter
When you contact us by any means with queries, complaints etc.
When you ask us to email you information about a product or service.
When you enter prize draws or competitions.
When you choose to complete any surveys we send you.
When you comment on or review our products and services.
When you fill in any forms.
3. What sort of personal data do we collect?
Your name, billing/delivery address, orders and receipts, email and telephone number.
Details of your interactions with us through our office and online. For example, we may collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, and how and when you contact us.
Information gathered by the use of cookies in your web browser.
Payment card information.
Your comments.
Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.
4. How and why do we use your personal data?
The data privacy law allows us to use this information as part of our legitimate interest in understanding our customers and providing the highest levels of service. Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below. Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for.
For example, if you’ve asked us to let you know about future offers or price changes, we can’t do that if you’ve withdrawn your general consent to hear from us.
Here’s how we’ll use your personal data and why:
To process any orders that you make.
Your details may need to be passed to a third party to supply or deliver the product or service that you ordered and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds and so on.
To respond to your queries and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email, web, text, telephone and through our offices about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on.
Of course, you are free to opt out of hearing from us by any of these channels at any time.
To send you relevant, personalised communications by post in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest.
You are free to opt out of hearing from us by post at any time.
To send you communications required by law or which are necessary to inform you about our changes to the services we provide you.
To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering.
To comply with our contractual or legal obligations to share data with law enforcement. For example, when a court order is submitted to share data with law enforcement agencies or a court of law.
To send you surveys and feedback requests to help improve our services.
Sometimes, we’ll need to share your details with a third party who is providing a service (such as a delivery courier). We do so to maintain our delivery obligations to you. Without sharing your personal data, we’d be unable to fulfil your request.
5. How we protect your personal data
We know how much data security matters to all our customers. With this in mind, we will treat your data with the utmost care and take all appropriate steps to protect it.
6. How long will we keep your personal data?
Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected. At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
An example of a customer data retention period:
When you book with us, we’ll keep the personal data you give us for six years so we can comply with our legal and contractual obligations.
7. Who do we share your personal data with?
We sometimes share your personal data with trusted third parties.
Here is the policy we apply to those organisations to keep your data safe and protect your privacy:
For web based third parties:
We sometimes engage the services of trusted third parties to process the Data collected by generating anonymised statistics to assist us with our marketing campaigns and business analysis. It is not possible for the business to identify an individual from such anonymised data presented in our internal reports.
For non-web based third parties:
We provide only the information they need to perform their specific services.They may only use your data for the exact purposes we specify in our agreement with them.
We work closely with them to ensure that your privacy is respected and protected at all times.
If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.
Sharing your data with third parties for their own purposes:
We will only do this in very specific circumstances, for example:
For fraud management, we may share information about fraudulent or potentially fraudulent activity in our systems. This may include sharing data about individuals with law enforcement bodies.
We may be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
We may, from time to time, expand, reduce or sell the Company and this may involve the transfer of divisions or the whole business to new owners. If this happens, your personal data will, where relevant, be transferred to the new owner or controlling party, under the terms of this Privacy Notice.
8. What are your rights over your personal data?
You have the right to request:
Access to the personal data we hold about you, free of charge in most cases.
The correction of your personal data when incorrect, out of date or incomplete.
That we stop using your personal data for direct marketing (either through specific channels, or all channels).
That we stop any consent-based processing of your personal data after you withdraw that consent.
You can contact us to request to exercise these rights at any time as detailed below.
To ask for your information please email info@brookhall.com
Your right to withdraw consent.
Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.
Where we rely on our legitimate interest.
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.
Direct marketing.
You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.
Checking your identity.
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. We will make a £10 charge to process this request. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.
9. How can you stop the use of your personal data for direct marketing?
There are several ways you can stop direct marketing communications from us:
Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from that particular division.
Email info@brookhall.com
Please note that you may continue to receive communications for a short period after your request while our systems are fully updated.
10. Contacting the Regulator
If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.
11. Any questions?
We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it. If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you:
Email us at info@brookhall.com
Or email The Data Protection Officer at info@brookhall.com