Privacy & Cookie policy

 

Last updated 31 May 2019

Version 1:012

About us and how to contact us

We are Rachel Robinson Interiors Ltd (referred to in this document as ‘Rachel Robinson Interiors’, ‘we’ or ‘us’).

As a company Rachel Robinson Interiors are committed to doing the right thing when it comes to how we collect, use and protect your personal data.  In this policy we explain how we handle and process your personal data.

Please read this privacy policy carefully to understand how our practices affect your rights regarding your personal data. It also tells you what to expect when we collect your personal information via our website.

Generally our policy covers only information provided to us. If you give personal information to other people, such as payment providers or other websites, please check their privacy policies.

Please only use our service if you are completely happy with this policy. Should you have any questions regarding our policy please contact us at rachel@rachelrobinsoninteriors.co.uk.

Alternatively you can write to us at Rachel Robinson Interiors Ltd, 117A Liverpool Road, Cadishead, Manchester, M44 5BG

Complaints regarding our privacy policy

Should you have any issues, concerns or problems in relation to how we use your data, wish to notify us of data which is inaccurate, or wish to make a complaint please let us know by emailing rachel@rachelrobinsoninteriors.co.uk or write to us at the following address.

Rachel Robinson Interiors Ltd, 117A Liverpool Road, Cadishead, Manchester, M44 5BG

In the event that you are not satisfied with how we process the data we collect or how we handle your  complaint, you have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time. The ICO’s contact details are available here: https://ico.org.uk/concerns/.

Changes to this document

We will, from time to time update this policy when necessary.  When we revise this document you will see a ‘last updated’ and ‘version number’ appear at the top of the document.

We ask you to periodically review our privacy statement and the changes within, whether you are a new or existing customer.

We will assume that you agree to the new versions of our privacy policy if you use this site after its effective date.

 Contractual obligations

Where we have a contract with you, we will use your personal data to fulfil the contract, for example we collect your address details in order to measure and fit the products that you wish to purchase from us i.e. to contact you to confirm date and times of appointments via email, S.M.S or telephone etc.

Limited billing information may be sent to us by our payment provider for verification purposes e.g., your name, email address and billing / delivery addresses.

We also may use your information to collect direct payments or pass we may use your details to pass on to a debt collection agency etc.

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.

To provide you with the goods and services which you have ordered from us

 We need your personal data to comply with our contractual obligations so that we can manage your customer account and provide you with the goods and services you want to buy, including sending any relevant and necessary documentation and communications regarding the product or service and help you with any orders and refunds you may ask for. Sometimes we may need to share your details with a third party who is providing a service (such as delivery couriers or a fitter visiting your home). We do this to be able to fulfil our contract with you.

Legitimate interest

We want to our customers to have a better experience when you shop with us and as such we use personal data to provide clarification or assistance in response to communications you have sent to use.  This may include social media posts.  We always aim to improve the ways we interact with our customers to improve their experience.

In specific situations, we may your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example we will use your purchase history to send you direct marketing information about products and services that are available and we believe are of interest you.

We carry out market research to exercise to improve our Services, and may invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by us and by other organisations on our behalf. However, if we contact you about this, you do not have to take part in the activities. This will not affect your ability to use our Services.

We may keep certain other information indefinitely.  For example we may keep details about the designs or patterns you ordered or the measurements of your curtains which may be helpful to you in the future. If you do not wish for us to keep this type of information please contact us or close your account down.

If, via a third party, you consent to us contacting you, we will make you aware of services, offers and promotions which we think may be of interest to you. We may do this by contacting you by email, telephone or SMS.

We may hold on to some of your information for up to six years if reasonably needed for legal, regulatory or tax reasons, to deal with disputes, to prevent fraud or abuse and/or enforce our terms and conditions.

Because it’s necessary to perform our contract with you and/or to take steps at your request to enter into such a contract, e.g., send service messages, process payments and fulfil orders. This applies to initial enquiries, contact and transaction details.

Legal compliance

In some cases we are required by to pass on data and information we hold on you, for example, if we are legally required, when asked by law enforcement  or when we deem necessary, we pass on details of people involved in fraud or other criminal activity affecting us.

Consent

In certain situations, we will have obtained consent to contact you about our products, services and promotions and we will contact you only according to the consent you have provided.

If you choose to take part in a promotion or competition, including those we run with our suppliers and Retail Partners, we need to process your personal data with your consent so that we can manage the promotions or competitions.

By using our services you consent to allowing us to pass on your details to other people/ services that will support us in assisting to your requirements and needs.  In particular this will include companies who carry out delivery of goods/ warehouse companies, website hosts, payment providers/credit reference agencies, customer service providers, telephone providers which help us manage phone call recordings, and businesses which help us send communications or monitor our website and which provide us with online advertising, analytics, review management, live chat and other IT services. Should the need arise we may also be asked to supply details to the police and associated bodies for legal requirements.

Occasionally we use automated information about you,  such as: the internet protocol (IP) address used to connect your device to the internet, connection information such as browser type and version, information about your device including device-type and device identifier, operating system and platform, mobile network data, a unique reference number linked to the data you enter on our system, login details, the site from which you arrived at our service details of your activity with date / time stamps including pages you visited and your searches / transactions.

We may record your phone calls with us for training, fraud detection, and dispute resolution.

Who we share your personal data with

At Rachel Robinson Interiors we take the safety and security of your information very seriously and we are committed to protecting the information we hold on our customers. All information kept by us is stored on password protected secure servers.

We do not transfer your data outside the European Economic Area unless required to do so by Law.

We do not supply third parties with any data not relevant to your requirements.

What are your rights?

Under General Data protection Regulation (GDPR) you have a number of rights. Some of these are complex and not all of the details have been included in our summaries below.

Please read the relevant guidance from the Information Commissioner’s Office on their website at https://ico.org.uk/for-the-public/ for a full explanation of the aforementioned rights.

You have the right:

  • To ask us not to process your personal data for marketing purposes. We will inform you if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes;
  • To ask us not to process your personal data where it is processed on the basis of legitimate interests provided that there are no compelling reasons for that processing;
  • To request from us access to personal information held about you;
  • To ask for the information we hold about you to be rectified if it is inaccurate or incomplete;
  • To ask for data to be erased provided that the personal data is no longer necessary for the purposes for which it was collected, you withdraw consent (if the legal basis for processing is consent), you exercise your right to object, set out below, and there are no overriding legitimate ground for processing, the data is unlawfully processed, the data needs to be erased to comply with a legal obligation or the data is children’s data and was collected in relation to an offer of information society services;
  • To ask for the processing of that information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or you exercise your right to object (pending verification of whether there are legitimate grounds for processing)
  • Where use of your personal data is based on consent, you can withdraw that consent at any time.
  • You have the right to object to your personal information being used in certain circumstances.

How to stop the use of personal data for marketing

You can stop direct marketing from us in a number of ways.

  • By clicking on the ‘unsubscribe’ link at the bottom of the emails we send you. You will automatically be removed from our list
  • You can call us on 0161 281 7283 or 0161 465 0372 and request that we remove your details from our marketing list.
  • You can email us directly at info@rachelrobinsoninteriors.co.uk
  • Or you can write to us at Rachel Robinson Interiors Ltd, 117A Liverpool Road, Cadishead, Manchester,M445BG

Please note however for a short while after you have changed your preferences you may still receive emails until our systems are fully updated.

Cookies

We and/or other companies use cookies and other tracking technologies on our website. A cookie is an identifier (a small file of letters and numbers) that is sent to your web browser. Cookies are widely used to make websites work, or work more efficiently, as well as to provide information to the website owner or others.

Some are session temporary “session” cookies that remain in the cookie file of your browser only until your browser is close, whereas persistent cookies stay for longer (depending on the lifetime of the specific cookie). For further information on cookies, including how to use your browser to block them and how to delete existing cookies, visit: www.allaboutcookies.org . Our site’s functionality will be limited if you configure your browser to reject cookies.

We ourselves place the following types of cookies (or may do so in future):

Type of cookies Purpose
Logged-in status Assess whether you are logged in to our site
“Remember me” Remember you and speed up your login when you return to our site
Authentication Identify and authenticate you to help you move easily through the site
Preferences Store information about the preferences you’ve selected (e.g. favourites, currency, wish lists) and personalise the site
Shopping cart Remember contents of your cart and related preferences
Affiliate Track whether you have visited us from websites affiliated with us so we can pay affiliates and assess the effectiveness of the affiliate links
Security Provide security-related features to protect our site, for example to help stop fraudulent logins
Cookie notice Store your response to our cookie notice

 Companies which provide us with a service also place cookies. Some of these cookies (e.g. from Google) may involve certain information, such as your IP address and web address of the page you’re visiting, being sent to the company concerned. Below is a summary of the kinds of cookies used together with details about who places them and where you can go to get more information and to opt out (where possible):

Analytics cookies: These kinds of cookies recognise and count the number of website visitors as well as providing other information about the visit such as duration, route through the website and where the visitor came from. This information helps us to improve the way our website works, for example by making sure users find what they need easily. These cookies are provided by:

Google Analytics (“GA”). More: general information about the types of cookies placed by

Google including analytics a technical explanation of GA cookies Google’s use of its partners’ data including how to control information collected by Google, how to specifically opt out from GA cookies, Google’s privacy policy 

 Advertising cookies: These kinds of cookies are typically used to personalise ads on this or other sites based on your use of our site, to measure ad effectiveness (for example, how often you click on or view ads and whether you go on to buy something from the advertiser) and to stop you being shown the same ad repeatedly. These cookies are provided by:
Google (including Analytics Ad Features / AdSense / DoubleClick) 

Note that there are various places where you can go to opt out of many companies’ advertising cookies in one go including some or all of the above:
– www.networkadvertising.org/choices 
– http://www.youronlinechoices.com/ 
– http://optout.aboutads.info

Social media cookies: These kinds of cookies are placed by social media companies when you use their features on another site, for example if you play embedded audio or video or click a Facebook “like”. These features may involve the relevant companies using cookies to collect information relating to your visit to our website or your interaction with their services or otherwise. Please see social media provider to opt out of these settings.

Payment provider cookies: Our payment providers may place cookies if you use their payment services on our site:- please see the payment providers privacy policy and cookie policy for further information.

Examples of information we may collect

When you contact us to request a brochure order samples or to book an appointment, you may be requested to provide us with the following information.

  • Your personal contact details, including your name, postal address, email address and telephone number
  • Information about your purchase, for examples what you have bought, when you bought it, what the installation address is and any relevant financial information relating to how you paid for it.

When you browse our website we may collect.

  • Information gathered by cookies
  • Information about the devie you have used to access the website (including the make, model and operating system, IP address, browser type and mobile device identifiers)
  • Information about your online browsing behaviour on our website, including which site you came from and products that you are interested in purchasing.
  • Information about when you click on our adverts
  • Details of the emails and other digital communications we send to you that you open, including links in them that you click on
  • Copies of documents you provide us to prove your age or identity where the law requires it. This is mainly used for credit checks to prevent fraudulent activity.
  • Details of your interactions with us through contract centres, exhibitions or in our shop/s
  • Details of any complaints you make through us.
  • Details of any testimonials you provide/feed back

How long we keep your data for

We will not keep your personal data for longer than is necessary for the purpose or purposes that it was initially collected. At the end of that retention period, your data will either be securely deleted 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.

Some examples of retention periods are below:
When you call we may record the conversation, if we do this will be held for a maximum of 12 months unless the call is required for the resolution of an ongoing dispute.

If you place an order with us we have to retain the details of the order, including your personal data, for 12 years to comply with our legal and contractual obligations. If the order included a warranty which was for a longer period than this, and you have registered that warranty with us, we will keep details of the warranty period and any associated personal data for the duration of the warranty period.

Access Request

Under GDPR you have the right of access to your Personal Data held by us so that you are aware of and can verify the lawfulness of our processing activities.

In some cases we may be entitled to refuse to respond, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office, see https://ico.org.uk/for-the-public/raising-concerns/ for details of how to do so.

Timeframe for response

We will provide you with the information requested within one month of receipt of all information relevant to your request. To avoid any delays in processing your request, please ensure that you have provided all of the information requested below.

In the case of numerous or excessive requests we may take up to a further two months to provide this information, in which case we will inform you of this fact, and the reason that the extension is necessary.

Costs

There is no charge to you unless your request is manifestly unfounded or excessive, in which case we are entitled to charge you an administrative fee based on the cost of providing the information to you. If we consider this to be the case we will inform you of this fact and wait for your agreement before proceeding.

Identity verification

Before we provide you with this information we have a duty to verify that you are the person who this request relates to. In order to do this we need you to provide proof of identity, this can be in the form of:

  • Passport
  • Driving Licence
  • Utility Bill
  • Council Tax Bill

This information will be stored securely and held for a maximum of 10 years.

Please note that you cannot request copies of personal information which related to another person, including calls made by somebody else.

Should you require any further infomation please contact us on 

Rachel Robisnon Interiors

17A Liverpool Road, Cadishead, Manchester, M44 5BG

info@rachelrobinsoniteriors.co.uk

0161 281 7283 – 0161 465 0372 – 07809443455