PRIVACY NOTICE: CUSTOMERS & POTENTIAL CUSTOMERS
SUMMARY
We use your personal data to assist us in answering your enquiry and to provide you with information about our products/services. We also process your personal data in order to provide you with the goods or services that you have ordered.
- We respect your personal data and take its security very seriously.
- We only hold what data we need for the purpose for which we obtained it.
- We delete your data when it has reached the end of its retention period.
- You have privacy rights.
- We are happy to answer your questions. Our contact details can be found at the end of this notice.
- We will not share your information with any other party other than those required to fulfil our legitimate business interest with you.
WHAT DATA WE HOLD
For an enquiry or for a quote that you do not accept, we will process your name, email details and contact information.
If you request samples, we will process your name, address, email and contact details.
If you make a purchase from us, we will process your name, address, email and contact details and payment information.
If you make a complaint or give us a compliment, we will process your name, address, and contact details.
If you make a disabled VAT exemption, we will process your name, address, email and contact details and information regarding the VAT claim. This information will reveal details about your disability and health.
If you consent to receive our marketing, we will process your name, address, email address and IP address.
If you purchase goods from us or have a quote, we will process your name, address, email address and IP address in order to send you a marketing email.
If you opt-out of receiving marketing information, then we will process your name and email address so that we don’t market to you again.
HOW WE USE YOUR PERSONAL DATA
References to the legal basis for processing of your personal data (e.g. "(Basis: Art. 6(f).)") are a reference to the article of the General Data Protection Regulation. Each piece of personal data that we process must have a legal basis.
To deal with enquiries or for a quote that you do not accept
If you call us or email us, we will follow up on your enquiry and see if there is a way in which we can help you. We delete all data after answering an enquiry if you do not choose to become a client/customer.
If you provide us with information for a quote and then do not accept the quotation, we will keep a record of your enquiry. We delete all data after answering an enquiry if you do not choose to become a client/customer.
(Basis: Art. 6(b): we need to use your details to follow up with you and this processing is necessary in order to take steps at your request prior to entering into a contract. Art. 6(f): business planning is a legitimate activity for a business.)
If you purchase from us
In order to fulfil your order, we will need to process your data in order to send you the goods that you have ordered or to get the goods delivered to you. We need to process payment details in order to fulfil the contract, but never retain payment information such as card details. We will retain your personal data, excluding payment information, for ten years for warranty and customer service purposes. This provides for the legal requirement from HMRC to hold transactional information for seven years.
(Basis: Art. 6(b): processing is necessary for the performance of a contract)
Disabled VAT exemption
We need to process information about you for your disabled VAT exemption. This will reveal information about your health.
(Basis: Art. 6(1)(a): you have consented to the processing of your personal data for this purpose.)
(Art. 9(2(a): you have given explicit consent to the processing of your personal data that reveals your health.)
Marketing information
We would like to send you information about our products and will send you this with your consent if you sign up to our marketing communications.
If you buy from us or have a quote from us, we will send you information about similar products or services. Our processing in this case is without your consent but you can always opt out at any time.
If you do opt out of marketing, we will keep your name and email address and mark them as ‘do not mail’ so that you will not receive any further marketing communications.
We use Cookies to:
- Keep track of your current shopping session.
- Personalise your shopping experience and so that you may retrieve your shopping basket at any time.
- To market our complementary products and services which you may like.
If you do not accept Cookies you may not be able selected features of this website. More information on the cookies we use.
(Basis: Art. 6(1)(a): you have consented to the processing of your personal data for this purpose. Art. 6(f): sending you information about products similar to those which you have purchased is a legitimate activity for a business; keeping a record of those who have opted out of marketing is a legitimate interest for a business.)
Technical data
We use the logs from our servers to help with our company's security as well as to look at visitor behaviour (e.g. which website pages get the most traffic or are the most popular).
(Basis: Art. 6(c): we have a legal obligation to protect the data of our clients and our staff. Art. 6(f): strategy planning is a legitimate activity for a business.)
Your data and transfers outside of the EEA
We do not transfer or process any data outside the European Economic Area.
YOUR RIGHTS
You have rights in respect of our processing of your personal data, which are:
- To access your personal data and information about our processing of it. You also have the right to request a copy of your personal data (but we will need to remove information about other people).
- To rectify incorrect personal data that we are processing.
- To request that we erase your personal data if:
- we no longer need it;
- if we are processing your personal data by consent and you withdraw that consent;
- if we no longer have a legitimate ground to process your personal data; or
- we are processing your personal data unlawfully
- To object to our processing if it is by legitimate interest.
- To restrict our processing if it was by legitimate interest.
- To request that your personal data be transferred from us to another company if we were processing your data under a contract or with your consent and the processing is carried out by automated means.
If you want to exercise any of these rights, please contact us using the details at the end of this notice.
You also have the right to lodge a complaint about our processing with the UK's Information Commissioner's Office.
THIRD PARTIES
As a prospective customer, we will not transfer your personal data to third parties at this stage except the following:
- Companies that provide services to us. Our telephone service providers will get to see your phone number if we call you and our broadband supplier could see your email address (but not the content of what you send us, if you encrypt it).
- It is possible, though unlikely, that we might be forced to disclose your information in response to a court order.
As a customer, we transfer your data, excluding payment details to the following third parties:
- Companies that provide services to us. Our telephone service providers will get to see your phone number if we call you and our broadband supplier could see your email address (but not the content of what you send us, if you encrypt it).
- Cloud service providers. We use a number of cloud service providers, for example our email providers, Google and Office 365.
- Delivery services. We sometimes use a small number of delivery companies to get your products to you safely and quickly.
- Customer service agencies. We use customer service agencies to assist with your complaints and compliments. We also use the Furniture Ombudsman.
- Payment providers. We use a number of payment providers to process your payments, for example sagepay and V12 for your financing.
- Guardsman. If you chose Guardsman, we will pass your details to them.
- Castelan. If you chose some of our ‘Bedguard’ policies we will pass your details to them.
- For suppliers who provide direct home delivery of your purchase, or third-party logistics companies who we have to use during high volume periods or out of area deliveries, we will pass your details to them.
- When a customer requests samples, swatches, service follow up visits then we may pass your details to them.
- Tradespeople. We work with a number of tradespeople who assist us with your goods, such as assembly.
- It is possible, though unlikely, that we might be forced to disclose your information in response to a court order. If you do not pay your bills, we may choose to engage a third party to recover any money you owe us.
INFORMATION ON THE ORDER OF A DECEASED CUSTOMER
We understand how difficult it can be when someone passes away. There are many things to do and sorting out the deceased’s Fishpool order is just one more thing. We hope that the following information will be helpful to you in dealing with the deceased’s order.
The legal bits:
Who can deal with the order of a deceased person?
Legally, there are only two parties who have the right to deal with the property of a deceased person:
- The executor(s) named in the will. This person will get a grant of probate.
- If the person died without a will, then a relative or another can apply to the court to be named the administrator of the will. This person will get letters of administration.
Either a grant of probate or letters of administration permit the executor or the administrator to deal with the property of the deceased. Simply possessing the death certificate doesn’t convey the right to deal with the estate. Therefore, only the executor or the administrator can make changes to the deceased’s account or his/her order. The person with the death certificate only can’t make any changes.
What if there isn’t an executor or administrator? What happens then?
How you wish to deal with the estate of the deceased person is up to you. If there is no executor or administrator, then we will wait for instructions from your solicitor regarding the deceased person’s order.
Our process:
Once we’ve been notified that we have a deceased person’s order, we’ll request either a copy of the grant of probate or the letters of administration. Once we have confirmed the identity of the executor or the administrator, we’ll comply with their directions for the order.
If there isn’t an executor or administration, then we’ll await instructions from your solicitor.
SECURITY
We would like you to be confident about ordering online, we use secure socket layer (SSL) technology to ensure that your details are safe and information you provide is fully encrypted so that it cannot be read by third parties. Your browser will confirm that you are shopping in a secure environment by showing a locked padlock icon or an image of a key in the bar at the base of your screen.
ORDER CONSENT - CAN AN INDIVIDUAL ACT ON YOUR BEHALF
We understand that sometimes you may wish to name an individual to help you manage the process of your order. At the point of order creation, we will ask you if there is anyone who you would like to give 'consent' to. Consent can also be added at later date in writing or by email from the email address we hold on file.
The individual who is given consent will have the power to act on your behalf. This means they are able to amend contact or delivery information, progress or change an order, or make additional payments. They will not be able to amend any details which fall as part of a finance agreement, as the finance contract remains with the individual who took out the application.
CALL RECORDING
We do not record phone calls.
RETENTION PERIODS
This is the length of time that we will continue to process or store your personal data.
Data about prospective clients: retention for the duration of the enquiry, then one year in case you come back.
Data about clients – 10 year retention – which equates to the length of your warranty period for your purchase and the subsequent potential customer service issues; seven years is the statutory retention for HMRC and accounting purposes.
Marketing purposes – for as long as you consent to receive marketing information
VAT Disability exemptions – seven years for HMRC and accounting purposes
ICO REGISTRATION
Fishpools Ltd is registered with the Information Commissioner's Office (Z5886432).
CONTACT US
Fishpools Ltd
115 High Street
Waltham Cross
Hertfordshire
EN8 7AL
GDPR@fishpools.co.uk