HERITAGE LOUNGE LETCHWORTH customer privacy notice

Registered name: HL DAYCARE LETCHWORTH LIMITED

We are the controller of your personal data. For more information on controllers and their responsibilities please see our guidance on data protection principles, definitions, and key terms.

This privacy notice tells you what to expect us to do with your personal information.

• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• How to complain

Contact details

Telephone -0162415472

Email – info@heritagelounge.co.uk

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Date of birth
• Payment details (including card or bank information for transfers and direct debits)
• Health information (including dietary requirements, allergies and health conditions)
• Health and safety information
• Website user information (including user journeys and cookie tracking)
• Photographs or video recordings
• Call recordings
• Records of meetings and decisions
• Identification documents
• Information relating to compliments or complaint

We also collect or use the following special category information to provide services and goods, including delivery. This information is subject to additional protection due to its sensitive nature:

• Racial or ethnic origin
• Religious or philosophical beliefs
• Health information
• Sexual orientation information

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Addresses
• Payment details (including card or bank information for transfers and direct debits)
• Purchase history
• Account information, including registration details
• Marketing preferences

We also collect or use the following special category information for the operation of customer accounts and guarantees. This information is subject to additional protection due to its sensitive nature:

• Racial or ethnic origin
• Religious or philosophical beliefs
• Health information
• Sexual orientation information

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• Recorded images, such as photos or videos
• Call recordings
• Purchase or viewing history
• IP addresses
• Website and app user journey information
• Records of consent, where appropriate

We also collect or use the following special category information for service updates or marketing purposes. This information is subject to additional protection due to its sensitive nature:

• Racial or ethnic origin
• Religious or philosophical beliefs
• Health information
• Sexual orientation information

We collect or use the following information to comply with legal requirements:

• Name
• Contact information
• Identification documents
• Financial transaction information
• Criminal offence data (including Disclosure Barring Service (DBS), Access NI or Disclosure Scotland checks)
• Any other personal information required to comply with legal obligations
• Health and safety information
• Safeguarding information

We also collect or use the following special category information to comply with legal requirements. This information is subject to additional protection due to its sensitive nature:

• Racial or ethnic origin
• Religious or philosophical beliefs
• Health information
• Sexual orientation information

We collect or use the following personal information for dealing with queries, complaints or claims:

·       Names and contact details

·       Address

·       Payment details

·       Account information

·       Purchase or service history

·       Video recordings of public areas

·       Video recordings of private or staff only areas

·       Call recordings

·       Customer or client accounts and records

·       Financial transaction information

·       Information relating to health and safety

·       Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure – You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing – You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

• To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

·       Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·       Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·       Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

·       Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

·       Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·       Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·       Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

·       Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

·       Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·       Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·       Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

·       Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Our lawful bases for collecting or using personal information for legal requirements are:

·       Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·       Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·       Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

·       Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

·       Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

·       Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

·       Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

·       Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Where we get personal information from

·       Directly from you

·       Health care providers

·       Councils and other public sector organisations

·       Publicly available sources

·       Market research organisations

·       Providers of marketing lists and other personal information

·       Suppliers and service providers

How long we keep information

We retain data only as long as necessary to fulfill the purposes for which

it was collected, comply with legal obligations, and address legitimate

business needs. Upon expiration of the defined retention period, data is

securely and permanently deleted or anonymised in accordance with our

data retention policy. In any case, this will not be longer than 7 years.

For more information on how long we store your personal information or

the criteria we use to determine this please contact us using the details

provided above.

Who we share information with

Data processors

H20 Solutions

This data processor does the following activities for us: They manage our IT systems

Bright HR

This data processor does the following activities for us: Payroll & HR

Others we share personal information with

·       Health care providers

·       Organisations we need to share information with for safeguarding reasons

·       Professional or legal advisors

·       Relevant regulatory authorities

·       External auditors or inspectors

·       Organisations we’re legally obliged to share personal information with

·       Emergency services

·       Publicly on our website, social media or other marketing and information media

·       Previous employers

·       Suppliers and service providers

·       Other relevant third parties:

·       Senior Home Care Group is the owner of Heritage Lounge Letchworth

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

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