CUSTOMER PRIVACY NOTICE
The Coach House & Inns Limited (trading as Coach House Inns) understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under law.
INFORMATION ABOUT US
Company Name: The Coach House & Inns Limited
Registered in England under company number 09727410
Address: 4th Floor, Link House, 25 West Street, Poole, BH15 1LD
Data Protection Lead: Alex Cross (firstname.lastname@example.org)
Telephone number: 01202 308870
WHAT IS PERSONAL DATA?
Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.
Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, images and other online identifiers.
WHAT ARE MY RIGHTS?
Under the GDPR, you have the following rights, which we will always work to uphold:
The right to be informed about Our collection and use of your personal data.
The right to access the personal data we hold about you.
The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete.
The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we have.
The right to restrict (i.e. prevent) the processing of your personal data.
The right to object to us using your personal data for a particular purpose or purposes.
The right to data portability. This means that you can ask us for a copy of your personal data held by us to re-use with another service or business in many cases.
If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the ICO. Please note; we will require proof of identity prior to providing details.
WHAT DATA DO YOU COLLECT?
We may collect some or all the following (including personal) data (this may vary according to your relationship with us):
Information you may provide:
Name, date of birth, gender, address, email address, telephone number.
Payment information (card details are not retained by Coach House Inns).
Information about your preferences and interests and any information submitted via the completion of forms on websites and emails correspondence.
Automatically collected via websites:
IP, MAC address (unique device identifiers and mobile network information).
Information about your Browser, operating system device types, software versions and model numbers.
Information about your visit, including the journey to, through and out of our websites (inc. date & time).
Information about your network, such as information about devices, nodes, configurations, connection speeds, network / application performance and location information when available.
CCTV is used in all our locations to help keep our guests and employees safe. We also use CCTV recordings to investigate any potentially criminal or unsafe incidents which may occur at those locations.
If an investigation is required, we may review CCTV recordings to determine if they contain relevant information. If this is the case, any related recordings may be shared with members of our management team, third party insurers, suppliers, contractors, licensing authorities or on the basis of legal request. Recordings may also be used with reference to insurance claims or any type of legal claim or proceeding.
Please note: Coach House Inns cannot release CCTV following a subject access request where third party individuals can be identified, unless those parties have consented to the disclosure, or it has been requested by law enforcement, government agencies, or other third parties in order to comply with any law, court order, legal request, or other legal process, as well as to enforce our agreements or protect the rights, property, or safety of our business, employees, customers, or others (including for the purposes of cybersecurity, fraud protection, and credit risk reduction).
Personal data may also be obtained from the following third parties:
OpenTable – Table reservations
High Level Software – Accommodation reservations
Zonal – Electronic point of sale
iOrder – Online ordering platform
Wireless Social – Guest Wi-Fi service provider
Feed It Back – Guest Experience Management & Feedback
Social media platforms, e.g. Facebook, Instagram, TikTok, X (previously known as Twitter)
Hitched – Wedding planning platform
UK Bride – Wedding planning platform
Guides for Brides – Wedding planning platform
Airship – Customer relationship management
Toggle – Gift card processing
Synergy ICT – IT & Network Support Services Provider
Dojo – Payment processing
Braintree – Payment processing
First Data – Payment processing
Stripe – Payment processing
When ordering at table, purchasing takeaway or making a booking/reservation at our venues, you may also provide us with your payment details. We do not store this information. Payments are processed by payment providers in line with their policies.
HOW DO YOU USE MY DATA?
Under GDPR, we must have a lawful basis for using your ‘personal data’. This is because you have consented to our use of your personal data, or because it is in our legitimate business interests or other valid legal grounds to use it for your benefit. Data collected (including ‘personal data’) may be used for the following:
Supplying our services to you including gift card, reservations or bookings and online order & payment facilities.
Communicating with you. This may include seeking feedback on services supplied responding to emails, calls, feedback or inquiries from you.
Supplying you with information and/or marketing materials by email and/or post that you have opted-in to (you may unsubscribe or opt-out at any time by using the ‘unsubscribe link’ included in all emails or by contacting us via the address stated in part 1.
Gathering information to form statistical and trend analysis; research and analytics on an aggregate and/or anonymous basis.
Monitoring website usage and demand for services.
Meeting legal, regulatory and compliance requirements.
We may combine information we receive from other sources with information you give to us and information we collect about you. We may use this combined information for the purposes set out above.
HOW LONG WILL YOU KEEP MY PERSONAL DATA?
Your personal data will be retained for contact and/or marketing purposes until you notify us that you wish your consent to be withdrawn. Communications from us will contain unsubscribe options. The retention of your ‘personal data’ will be subject to periodic review. Anonymised data may be retained for statistical purposes.
HOW AND WHERE DO YOU STORE OR TRANSFER MY PERSONAL DATA?
We will only store or transfer your personal data for further processing in accordance with the purposes set out above to third countries whose levels of data protection are deemed ‘adequate’ by the European Commission.
DO YOU SHARE MY PERSONAL DATA?
Your personal data may be shared with third party organisations required in the provision of services. This will only take place in accordance with the applicable law and for the purposes listed above.
In some circumstances we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.
HOW CAN I ACCESS MY PERSONAL DATA?
If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.
Subject access requests should be made in writing and sent to the email or postal addresses provided above. We will endeavour to respond to your subject access request within one month of receiving it. Separate requests may be required to 3rd parties by following their access request processes.
To aid a timely response, please provide brief details of the information you seek to be supplied or rectified.
An example of the type of Cookies we use:
General cookies – In relation to your device URL browser. This helps to navigate through our site by remembering your page choices and viewing. They also enable our site to load faster via your device’s memory upon subsequent visits.
Google Tag Manager – This is to assess and remember your individual preferences and helps us to tailor a good user journey through our site for you. It also assists with any interaction you have with our Site.
Facebook Pixel – This is a small code placed on our site. It collects data that helps track conversions from Facebook ads, optimise adverts, build targeted and remarket to people who have already taken some kind of action on our website.
All cookies used by and on our site are used in accordance with current cookie law.
Before cookies are placed on your computer or device, you will be shown a consent click box requesting your consent to set those cookies. By giving your consent to the placing of cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of cookies; however certain features of our site may not function fully or as intended. You will be given the opportunity to allow only first-party cookies and block third-party cookies.
In addition to the controls that we provide, you can choose to enable or disable cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third-party cookies. By default, most internet browsers accept cookies, but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.
You can choose to delete cookies on your computer or device at any time, however you may lose any information that enables you to access our site more quickly and efficiently including, but not limited to, login and personalisation settings.
It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.
CHANGES TO THIS POLICY
We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.