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Privacy Policy For Customers
Privacy Policy For Customers
At Victorian Plumbing, we aim to take an honest, secure, and careful approach to your data. We understand the importance of your personal details and we know and care that your data is used in a secure, sensitive and fair manner.
This policy, alongside our Terms & Conditions, is designed to give you a clear, transparent view on why Victorian Plumbing collect and process your personal details, how we use it, and what rights you have in relation to Victorian Plumbing’s use of your data.
This notice applies to all customers of Victorian Plumbing. It does not form part of our Terms and Conditions. We may vary, amend, alter, or replace this notice at any time. This policy applies to the processing of your data when you purchase or enquire about purchasing, a product from us. For the policy applying to our website and use of cookies, please see here.
A. Who We Are
Victorian Plumbing Limited is the data controller of the personal data we process about you. This means that we decide how we hold and use your personal data. We are required by the United Kingdom General Data Protection Regulation (“GDPR”) to notify you of the information contained in this privacy policy.
Our registered address is:
Victorian Plumbing
22 Grimrod Place
Skelmersdale
WN8 9UU
United Kingdom
B. Types Of Data Collected
The types of personal data we receive and collect depend on how you use our services. We require certain personal data in accordance with our Terms to deliver our Services, and without this we will not be able to provide our Services to you. For example, you must provide your postal address to place an order and receive goods.
- Your Identity and Contact Details. You must provide your first name, surname, billing and shipping addresses, email address, and a contact number in order to purchase a product from us. You can optionally also provide an additional phone number and a business name. We may also use this information to deliver replacement products and for direct marketing.
- Your Financial Data. You must provide us with a card holder name, card number, expiry date, and security number for your card to make a payment for a product, unless you use the finance provider Klarna or PayPal. No card number or security number is saved, and they are not visible to any member of staff. In addition to this, we must also process your bank details should we need to issue a refund.
- Your Purchase History. We also must process the details of your order, including a unique order number, and the contents of your order to arrange its delivery to you. In addition to this, we also process shipment tracking information.
- Your Correspondence History. If you need to contact our Customer Service team, we may process correspondence with you involving personal data, including call recordings, live chat transcripts, email conversations, and any physical letters you send to us. As part of this we may also receive photographs from you to confirm the state of a product: these are not used for identification purposes.
- Your Feedback. Where you leave feedback, either through our Customer Service team or through our TrustPilot site, we will process details of your expressed opinion, your name if provided, and an order number.
In some cases, we may also collect data about you from your use of our website, interaction with our marketing emails, and our use of cookies our website. For more information about this, please see our Website and Cookie Policy here.
We do not provide services directly to children or proactively collect their personal information.
C. Who We Share Your Data With
Victorian Plumbing sometimes shares your personal data with trusted third parties. This is to allow us, for example, to deliver your order, to deliver you email notifications, or process card payments, and so on. When we do share your data with these trusted third parties, we only provide the information that they need to perform their services and they may only use your data for the purposes we have agreed with them.
These trusted third parties include:
- Card Payment Processors to securely process the payment for our products
- Delivery And Logistics Companies to deliver purchases or replacement products to you, including FedEx, who process your data as independent controllers. Their Privacy Notice can be found here.
- Manufacturers where we request shipment of replacement products directly from them
- Email Service Providers to send you emails confirming the placement and dispatch of your order. They will also send you promotional offers, competitions, and other information if you choose to receive direct marketing emails from us
- Customer Service Software Providers administering our customer service platform and live chat system
- Finance Providers where you elect to use finance to pay for a product
- Law Enforcement, Fraud Prevention, and Other Authorised Regulatory Agencies and Bodies to help prevent and detect fraud and other unlawful acts.
D. Transfers of Data Outside of The UK
We may transfer some of your personal data to countries that are not part of the United Kingdom. These are known as “third countries” and may not have data protection laws that are as strong as those in the UK. As such, we take additional steps to safeguard your personal data to ensure is treated just as safely and securely as it would be within the UK.
These transfers occur when we share your data with “international organisation”, like PayPal, who are based around the world. We have in place “standard contractual clauses” with these organisations to ensure that your personal information is treated by those third parties in a way which is consistent with and which respects the domestic UK laws on data protection.
In addition to these clauses, we also rely on Adequacy Decisions from the Information Commissioner’s Office, where they recognise a country outside of the U.K. as ensuring an adequate level of protection equivalent to the UK. We transfer data to the EEA (Germany and Ireland) on the basis of these adequacy decisions.
E. Our Lawful Basis For Processing
The law on data protection allows us to process your data for certain reasons only. We will only use your personal information when the law allows us to.
Most commonly, we will use your personal information under the following legal bases:
- Where it is necessary for the contract we have, or will enter into, with you
- Where it is necessary to comply with the law
- Where it is necessary for our legitimate interests (or a third party’s) that your interests and fundamental rights do not override
- Where you have consented to the processing for a specific purpose
We may also use your personal data in the following, rare situations:
- To protect your (or someone else’s) vital interests
- Where it is in the public interest or official purposes.
Processing necessary for the contract we have, or will enter into, with you
The data we process under this basis is necessary to perform our contract with you and deliver the goods you purchase from us under our Terms and Conditions here. The purpose of using this data, and what data is used for that purpose, is explained below:
| Purpose Of Using The Data | Identifying You |
|---|---|
| Data Used | Your Identity and Contact Details |
| Purpose Of Using The Data | Sending a purchased product to you |
|---|---|
| Data Used | Your Identity and Contact Details. Your Purchasing History. Your Financial Data |
Processing necessary to comply with the law
The data we process under this basis is necessary to comply with our legal obligations. For example, to comply with VAT legislation or the Consumer Rights Act 2015. The purpose of using this data, applicable laws, and what data is used for that purpose, is explained below:
| Purpose Of Using The Data | Sending a purchased product to you |
|---|---|
| Applicable Law(s) | Sale of Goods Act 1979 Consumer Rights Act 2015 |
| Data Used | Your Identity and Contact Details Your Purchase History Your Financial Data |
| Purpose Of Using The Data | Facilitating the return and/ or sending a replacement product to you |
|---|---|
| Applicable Law(s) | Sale of Goods Act 1979 Consumer Rights Act 2015 |
| Data Used | Your Identity and Contact Details Your Purchase History |
Processing necessary for our legitimate interests (or a third party’s) that your interests and fundamental rights do not override
The data we process under this basis is due to our legitimate interests (or a third party’s) that your interests and fundamental rights do not override. The purpose of using this data, what legitimate interest we rely upon, and what data is used for that purpose, is explained below:
| Purpose Of Using The Data | Assisting in the solution of an enquiry or complaint from you |
|---|---|
| Legitimate Interest | To deliver customer service assist with enquiries and resolve complaints |
| Data Used | Your Identity and Contact Details. Your Purchase History. Your Correspondence History. Your Feedback |
| Purpose Of Using The Data | Improving the customer experience and wider service of Victorian Plumbing |
|---|---|
| Legitimate Interest | To improve the service offered to our customers, using this for internal and external reporting, as well as understanding the performance of our staff |
| Data Used | Your Identity and Contact Details. Your Purchase History. Your Feedback |
Processing where you have consented to the processing for a specific purpose
We process personal data under this where you have given us your consent. The purpose of using this data, and what data is used for that purpose, is explained below:
| Purpose Of Using The Data | Delivering email promotions, competitions, offers, and other opportunities to you |
|---|---|
| Data Used | Your Identity and Contact Details |
F. Special Categories of Data
Where a bathroom, washroom, or lavatory is provided, extended, or adapted to suit the condition of a disabled person, it can be zero-rated for VAT.
Depending on your relationship with us, we may process special category i.e., “sensitive” personal data when confirming your eligibility for this VAT relief as part of our Disability Declaration Form.
We process this special category data, Your Health Data, to carry out our legal obligations to maintain records under the VAT Act 1994.
G. Failure to Provide Data
Your failure to provide us with data may mean that we are unable to fulfil an order of goods or be unable to comply with the law. As such, we may not be able to sell you a product should you fail to provide certain data to us.
H. Informing Us of Changes
It is important that the personal information we hold about you is accurate and correct. Please keep us informed if your personal information changes during your relationship with us.
This can be done by contacting our Customer Service team through the methods listed here, or by contacting dataprotection@victorianplumbing.co.uk.
I. Your Rights
Under data protection law, you have the following rights, which we will work to uphold:
- The right to be informed about the data we hold about you and what we do with it
- The right of access to the data we hold about you, including receiving a copy of the data
- The right to correct inaccuracies in the data we hold about you, this is also known as ‘rectification’
- The right to be forgotten in certain circumstances, allowing you to ask us to delete or remove data where there is no good reason for us to continue processing it, this is also known as ‘erasure’
- The right to restrict (i.e., prevent) the processing of the data if you want us to establish its accuracy or the reason for processing it
- The right to transfer the data we hold about you to another party where we use it with consent or for the performance of a contract. This is also known as ‘portability’
- The right to object to the processing of data where we rely on a legitimate interest and there is something in your particular situation which makes you want to object to the processing. You also have this right if we process data for direct marketing purposes
- Rights relating to any automated decision-making and profiling of your personal data.
J. Withdrawing Consent
You should be aware that it is not a condition of your contract with us that you agree to any request for consent from us. In addition to the rights listed above, you also have the right to withdraw consent at any time should you change your mind.
Should you do this, we will stop processing data under this basis and, where there is no other basis for continuing to process the data, we will delete any data reliant on that consent.
You can withdraw consent by clicking the “unsubscribe” link at the bottom of any of our emails or by sending an email to dataprotection@victorianplumbing.co.uk.
K. Retention Periods
We only keep your data for as long as we need it for, which, when you purchase a good from us, will be at least for the duration of your order with us. In most cases we will keep your data for a period after your order has completed. Some data retention periods are set by the law, for example the need to retain tax details for seven years.
To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of it, the potential risk of harm from unauthorised use or disclosure, the purposes for which we collected it for, and the applicable legal requirements.
When your data reaches the end of its defined retention period or criteria, we will delete any electronic data from our IT systems, and any physical copies will be securely destroyed.
L. Automated Decision Making
Automated decision-making means making decisions about you using no human involvement e.g. using computerised equipment. No decision about you, which has a significant impact on you, will be made solely based on automated decision-making unless we have your explicit consent.
Your use of our website, and interaction with our marketing emails, may involve profiling of your behaviour, again subject to your consent. For more information on how this occurs, please see our Website and Cookies Policy here.
M. Changes to This Notice
We keep this privacy notice under regular review to make sure it is up to date and accurately reflects our data processing. This may be necessary, for example, if we change our business practices in a way that affects how we process personal data. Please review our Privacy Policy from time to time.
We will provide you notice of any updates to this Privacy Policy, when necessary, and change the “Last Updated” date at the top of this page.
N. Data Protection Officer's Contact Details
Our Data Protection Officer (DPO) is Robert Dowson. He can be contacted via dataprotection@victorianplumbing.co.uk. Alternatively, you can contact him by post at the above registered address, marking the envelope FAO: Data Protection Officer.
If you have any questions about this privacy notice, how we handle our personal data, or to request a copy of the safeguards we rely upon for transfer of data outside of the UK please contact the DPO.
O. Making a Complaint
We strive to achieve a high standard in all our data processing. However, if you think your data rights have not been complied with, you are able to raise a complaint with the Information Commissioner’s Office (ICO), who are the U.K. supervisory authority for data protection, online here: https://ico.org.uk/make-a-complaint/.
We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance. See Contact Us, above.