References to we, our or us in this Privacy Notice are to For Our Love of Pets of Chevington Barn, Chevington Lane, Drakes Broughton, Worcestershire, WR10 2AE. For the purposes of this notice For Our Love of Pets is the controller of any of your personal information.
This notice does not form part of any contract for our services. A copy of our terms and conditions can be requested by emailing Jacqui@forourloveofpets.co.uk.
We are committed to protecting your privacy. This notice explains how we may use the personal information we collect while we are providing any Pet Care Services to you or we collect from you if you contact us in connection with our Pet Care Services . This notice also explains how we comply with the law on data protection and what your rights are.
You may provide us with or we may obtain personal information about you as follows:
Contact details: information that allows us to contact you directly such as your name, email address, telephone number, addresses, emergency contact details and family members.
Service details and requirements: details of the services you have asked us to provide to you or you have provided to us so we can provide you with a quote for our Pet Care Services.
Financial information: bank account details, payment and receipt details, details of payment transactions with you.
Records of your communication with us: such as any enquiries or complaints you make, telephone conversations, letters and other correspondence (including e-mail, SMS and WhatsApp) and your usage of our website.
Responses to any feedback forms, surveys or competitions: we keep records of any responses you give us that may be received directly from you or via sites including but not limited to Facebook, Instagram, Twitter.
Your marketing preferences: so that we know whether and how we should contact you.
It is important to ensure that the personal information we hold about you, your emergency contacts and family members is accurate and up-to-date, and you should let us know if anything changes, for example change of address, phone number or email address. You can contact us by emailing Jacqui@forourloveofpets.co.uk
We will collect personal information from a number of sources. Including:
Directly from you: when you use our website, request any of our services, make a claim, make a complaint, contact us by phone, email or communicate with us directly in any other way.
From third parties authorised by you: a family member or someone else you nominate.
If you provide us with information regarding other individuals you should ensure that such individual has agreed to you sharing their personal information with us.
USING YOUR PERSONAL INFORMATION
We process your personal information in connection with our Pet Care Services and for the purposes set out below. We must have a lawful basis for processing your personal information and our lawful basis is also set out in the table.
|Purpose||Personal information used||Lawful basis|
|To enable us to provide our Pet Care Services to you||All personal information we collect about you||This is necessary to fulfil our contract with you and if you do not provide us with the necessary information then we will not be able to fulfil our obligations to you under the contract we have with you.|
|Make payments to and receive payments from you||Transaction and payment information||This is necessary to fulfil our contract with you|
|To update you in relation to our Pet Care services which may be of interest to you||Name, and email address||We have a legitimate interest in updating you about the Pet Care Services we offer and expanding our business. We have balanced your interests against ours in relation to our marketing activity and we will only send you marketing information in compliance with data protection laws.|
|To deal with enquiries, complaints and other communications from you and to deal with any legal disputes involving you||All personal information we collect about you||We have a legitimate interest to ensure that we operate efficiently and deal with any enquiries, complaints or other communications
We have a legitimate interest to ensure that all legal claims are managed effectively.
|To conduct client service reviews or surveys to better understand our customers’ needs||Our customer records and any information you provide in response to our client service reviews or surveys||We have a legitimate interest to improve our business. We have balanced our interests against yours and you are under no obligation to participate in client surveys.|
|For the purpose of complying with any legal and regulatory requirements||All the personal information we collect about you||We have a legal obligation to comply with legal requirements affecting our pet care business|
You should be aware that it is not a condition of any contract with us that you agree to any request for consent from us and we do not usually rely on consent as a basis for processing your personal information. However, if we have asked you for consent, and you have given us your consent to use your personal information, you have the right to withdraw this consent at any time, which you may do by emailing Jacqui@forourloveofpets.co.uk
SHARING YOUR PERSONAL INFORMATION
We may share personal information with the following parties:
Any party consented to by you: for example, family members.
Other service providers to our business: sub-contractors providing Pet Care Services on our behalf or companies providing IT services. All of our third-party service providers are required to take appropriate security measures to protect your personal information.
Advisors: advisors appointed by us, for example, legal advisors or accountants.
We may use Google Analytics which sets cookies to collect information about how visitors use our website. We use the information to help us improve our website. The cookies collect information in an anonymous form, including the number of visitors to the website, where visitors have come to the website from and the pages they visited. To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout
RETAINING PERSONAL INFORMATION
The duration for which we retain your personal information may differ depending on the type of information and the reason we collected it. However, in some cases personal information may be retained on a long-term basis: for example, personal information that we need to retain for legal purposes will normally be retained in accordance with usual commercial practice and regulatory requirements.
Where there is no legal requirement, we retain all physical and electronic records for a period of three years following the end or termination of our contract with you.
YOUR RIGHTS IN RELATION TO PERSON INFORMATION
You have the following rights in relation to your personal information:
• the right to object to processing of your personal information;
• the right of access to personal information relating to you (known as data subject access request);
• the right to correct any mistakes in your information
• the right to ask us to stop contacting you with direct marketing;
• the right to prevent your personal information being processed;
• the right to have your personal information ported to another controller (note this does not apply);
• the right to erasure; and
• rights in relation to automated decision making (note this does not apply).
These rights are explained in more detail below.
We will respond to any rights that you exercise within a month of receiving your request, unless the request is particularly complex, in which case we will respond within three months.
Please be aware that there are exceptions and exemptions that apply to some of the rights which we will apply in accordance with the data protection laws.
• Right to object to processing of your personal information
You may object to us processing your personal information where we rely on a legitimate interest as our legal grounds for processing.
If you object to us processing your personal data we must demonstrate compelling grounds for continuing to do so. We believe we have demonstrated compelling grounds in this privacy notice. The key point to note is that much of the processing under this heading is beneficial to you, such as improving the services we offer to you.
• Right to access personal information relating to you
You may ask to see what personal information we hold about you and be provided with:
• a copy of the personal information;
• details of the purpose for which the personal information is being or is to be processed;
• details of the recipients or classes of recipients to whom the personal information is or may be disclosed, including if they are
overseas and what protections are used for those oversea transfers;
• the period for which the personal information is held (or the criteria we use to determine how long it is held);
• any information available about the source of that data; and
• whether we carry out an automated decision-making, or profiling, and where we do information about the logic involved and the envisaged outcome or consequences of that decision or profiling.
To help us find the information easily, please provide us as much information as possible about the type of information you would like to see.
• Right to correct any mistakes in your information
You can require us to correct any mistakes in your information which we hold. If you would like to do this, please let us know what information is incorrect and what it should be replaced with.
• Right to restrict processing of personal information
You may request that we stop processing your personal information temporarily if:
•you do not think that your data is accurate. We will start processing again once we have checked whether or not it is accurate;
• the processing is unlawful but you do not want us to erase your data;
• we no longer need the personal information for our processing, but you need the data to establish, exercise or defend legal claims; or
• you have objected to processing because you believe that your interests should override our legitimate interests.
• Right to data portability
You may ask for an electronic copy of your personal information which we hold electronically and which we process when we have entered into a contract with you. You can also ask us to provide this directly to another party. This right does not apply to you.
• Right to erasure
You can ask us to erase your personal information where:
• you do not believe that we need your data in order to process it for the purposes set out in this privacy notice;
• if you had given us consent to process your data, you withdraw that consent and we cannot otherwise legally process your data;
• you object to our processing and we do not have any legitimate interests that mean we can continue to process your data; or
• your data has been processed unlawfully or have not been erased when it should have been.
• Rights in relation to automated decision making
We do not make any automated decisions about you so this right does not apply.
What will happen if your rights are breached?
You may be entitled to compensation for damage caused by contravention of the data protection laws.
Complaints to the regulator
It is important that you ensure you have read this privacy notice – and if you do not think that we have processed your data in accordance with this notice – you should let us know as soon as possible. You may also complain to the ICO. Information about how to do this is available on at www.ico.org.uk.
To exercise any of the above rights, or if you have any questions relating to your rights, please contact us by emailing Jacqui@forourloveofpets.co.uk
We use appropriate technical security measures to protect the personal information submitted to us from accidental or unlawful destruction, loss, alteration and unauthorised disclosure or access, both during transmission and once we receive it. However, no method of transmission over the Internet or via mobile device, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.
CHANGES TO THIS NOTICE
We may update this privacy notice from time to time and the most up-to-date version will be found on www.forourloveofpets.co.uk. For significant changes to this notice we will try to give you reasonable notice unless we are prevented from doing so. Where required by law we will seek your consent to changes in the way we use your personal information.