Information we collect from you and what we do with it.

To provide our services to you, we need to collect, process and store information about you.  We use your information to administer, support, improve and develop our business generally, to provide statistical information to meet our lawful requirements and to enforce our legal rights.  If we intend to use your information for a different purpose, we will do son in ways consistent with Privacy Law or, wherever possible, by notifying you in advance.
We will only use your information for the specific purpose(s) for which it has been provided to or collected.

We collect and process a variety of information from you and about you.  In most cases, the information we collect about you is provided by you directly.  This helps us to confirm the information we collect is accurate and as up to date as possible.  We will usually do this when you first contact us, though we may ask you to confirm your details on subsequent contacts from time to time.

The type of information collected from you and obtained about you will vary depending on your association with us.  However, in almost all cases we are likely to ask you to provide name, address and contact details (including phone number, email address of social media identifiers) – not contact you about your enquiry, and keep you up to date about the services you have requested or receive from us, inform you about any service interruptions, or contact you with other information related to our business; financial information (including method of payment and bank account details) – to subscription you for the services you receive from us and manager your payment arrangements;
We will only collect service personal information about you with your explicit consent, and for a specified purpose which will be explained to you at the time.
If you contact us by post or email or social media we will keep a record of the contact.  More detailed information on what we collect in different circumstances and how it will be used is set out below to ‘what to expect when you contact us’.

We will not pass any guests information to a Third Party.

Contact us by telephone

When you contact us by telephone, you telephone number may be added to your records so that we can contact you in future to provide further services or information.

Contact us by post

Post is stored and processed in a secure area of the building.  The retention of hard-copy documents and electronic images of post received is detailed in our data retention rules.

Emailing us

If you email us, we will respond to you using the email address you gave us. We may add your email address to your account and it may be used for future communications.
Please note that email isn’t considered to be a secure communication method.  If you have any concerns over the security of your information in transit, please raise this with us so that we can suggest alternative methods of contact.
Emails are stored, archived and deleted in line with our information security and data retention policies.

Where we store your information and how we keep it safe

All customer personal information is stored on our system on secure IT servers.
We are anti-virus software and fire walls to protect against cyber-attack.
Unfortunately, the transmission of information via the internet isn’t completely secure.  Although we will do our best to protect your personal information, we cannot guarantee the security of information you send to us that is outside of our security arrangements; any transmission is at your own risk.

How long we will keep your information

We only keep your information for as long as we need it.  We will retain certain information (i.e. contact information and bank details) for as long as you have a relationship with us.  Our data retention policy and rules outline these time frames in detail, but the length of time depends on the purpose of the processing.
Generally, we keep:

customer correspondence, complaints, financial details and contact histories – we will retain this data whilst you continue to engage with us for our services and thereafter for up to seven years;
data subject requests (i.e. subject access requests and objections) for up to two years;

After which time your personal information will be either deleted or shredded.

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