LEGAL NOTICES
We understand that privacy and the security of your personal information is extremely important. This policy sets out what we do with your information and what we do to keep it secure. It also explains where and how we collect your personal information, as well as your rights over any personal information we hold about you.
This policy applies to you if you use our products or services over the phone, online, through our mobile applications or otherwise by using any of our websites or interacting with us on social media (our “Services”). This policy gives effect to our commitment to protect your personal information.
What sort of information do we hold?
We collect information when you voluntarily provide feedback. Website usage information is collected using cookies.
Information that you provide to us such as your name, address, telephone number, email address, and any feedback you give to us, including by phone, email, post, or when you communicate with us via social media;
Information about the Services that we provide to you (including for example, the things we have provided to you, when and where, the way you use our products and Services, and so on);
Information about any device you have used to access our Services (such as your device’s make and model or browser) and how you use our Services;
Your contact details and details of the emails and other electronic communications you receive from us, including whether that communication has been opened and if you have clicked on any links within that communication.
Information from other sources such as our retail partners, specialist companies that provide customer information (like credit reference agencies, fraud prevention agencies, claims databases, marketing and research companies) and social media providers as well as information that is publicly available.
How do we use your information?
We use information held about you in the following ways:
To make available our services to you.
To provide you with information that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
To help answer your questions and solve any issues you have;
To allow you to participate in interactive features of our service, when you choose to do so. To notify you about changes to our service.
To help us understand more about you as a customer, the services you consume, and the way you consume them, so we can serve you better;
To help us ensure that our customers are genuine and to prevent fraud;
Keeping you informed about our services
We would like to send you information about services of ours which may be of interest to you. Where you have consented to us doing so, we may do this through the post, by email, text message, online, using social media, push notifications via apps, or by any other electronic means. If you have consented to receive marketing, you may opt out later.
Your rights
Access and correction of your personal information
You have the right to access the personal information that we hold about you in many circumstances. This is sometimes called a ‘Subject Access Request’. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide it to you or them free of charge.
Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us that we can locate your personal information.
If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it.
Right to stop or limit our processing of your data
You have the right to object to us processing your personal information if we are not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.
If you would like to exercise these rights, please contact us via one of the mechanisms set out below.
How long do we keep your information for?
We will retain your personal information for the period necessary to fulfil the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.
Cookies
Use of Cookies
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site. The table below explains the cookies we use and why.
Cookie Name: _ga, _gid
Cookie ID: _ga, _gid
Type of Cookie: Statistics
Purpose of Cookie: Used to distinguish users.
Cookie Name: _gat
Cookie ID: _gat
Type of Cookie: Necessary
Purpose of Cookie: Set by Google Analytics and used to throttle request rate.
Cookie Name: ARRAffinity
Cookie ID: ARRAffinity
Type of Cookie: Necessary
Purpose of Cookie: ARRAffinity is a cookie used to affinitise a client to an instance of an Azure Web App. e.g. if an app is scaled out to 10 instances, and a user accesses it from their browser, the ARRAffinity helps keep the user going back to the same app instance, instead of getting a random instance each time. This can be useful for some apps that keep user state in memory. How do I change my cookie settings?
Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.aboutcookies.org or www.allaboutcookies.org.
To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout
You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result.
Links to other websites
We sometimes provide you with links to other websites, but these websites are not under our control. Therefore, we will not be liable to you for any issues arising in connection with their use of your information, the website content or the services offered to you by these websites. We advise you to consult the privacy policy and terms and conditions on each website to see how each supplier may process your information.
Security
We take security measures to protect against unauthorised access, improper use, alteration, destruction or accidental loss of your personal information including:
limiting access to our buildings to those that we believe are entitled to be there (by use of passes, key card access and other related technologies);
implementing access controls to our information technology, such as firewalls, ID verification and logical segmentation and/ or physical separation of our systems and information;
never asking you for your passwords;
advising you never to enter your account number or password into an email or after following a link from an email.
When we use third party organisations to process information on our behalf, we will select reliable third parties and processing will be subject to written agreements between ourselves and the third parties processing the data. These written agreements specify the rights and obligations of each party, and will provide that the third party has adequate security measures in place and will only process information on specific written instructions from us.
You also have the right to lodge a complaint with the UK regulator, the Information Commissioner. Please go to www.ico.org.uk/concerns to find out more.
Policy change
We keep our cookie policy under regular review and we will place any updates on this web page.
This cookie policy was most recently updated in March 2024 and is valid until March 2025.