GEN Privacy Notice

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
  • Purchase or account history
  • Payment details (including card or bank information for transfers and direct debits)
  • Credit reference information
  • Account information
  • Information relating to loyalty programmes
  • Website user information (including user journeys and cookie tracking)
  • Call recordings
  • Records of meetings and decisions
  • Information relating to compliments or complaints

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 collect or use the following information for service updates or marketing purposes:
  • Names and contact details
  • Marketing preferences
  • Purchase or viewing history
  • IP addresses
  • Website and app user journey information
  • Records of consent, where appropriate

Lawful bases

Our lawful bases for collecting or using personal information to provide services and goods are:
  • Contract
  • Legal obligation
  • Legitimate interest:
    In order to provide services, and maintain those services, monitor services, respond to customer enquiries, handle move/change, onboarding, off-boarding, account functions including but not limited to billing and collection.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
  • Contract
  • Legal obligation
  • Legitimate interest:
    In order to provide services, and maintain those services, monitor services, respond to customer enquiries, handle move/change, onboarding, off-boarding, account functions including but not limited to billing and collection.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
  • Contract
  • Legal obligation
  • Legitimate interest:
    In order to provide services, and maintain those services, monitor services, respond to customer enquiries, handle move/change, onboarding, off-boarding, account functions including but not limited to billing and collection.

Where we get personal information from

  • People directly
  • Debt collection agencies
  • Publicly available sources
  • Web interactions, including the portals and HelpDesk.

How long we keep information

Personal information we collect will be kept for the limitation period, as set out in the Limitation Act 1980.

Who we share information with Other organisations

  • Professional or legal advisors
  • Financial or fraud investigation authorities
  • Relevant regulatory authorities
  • Warranty and guarantee providers
  • Organisations we’re legally obliged to share personal information with
  • Publicly on our website, social media or other marketing and information media (where appropriate)
  • Debt collection agencies

Sharing information outside the UK

Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place. Please contact us for more information.

Your data protection rights

Under data protection law, you have rights including:
  • Your right of access - You have the right to ask us for copies of your personal data.
  • Your right to rectification - You have the right to ask us to rectify personal data you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
  • Your right to erasure - You have the right to ask us to erase your personal data in certain circumstances.
  • Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal data in certain circumstances.
  • Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances.
  • Your right to data portability - You have the right to ask that we transfer the personal data you gave us to another organisation, or to you, in certain circumstances.
  • Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent.

You don’t usually need to pay a fee to exercise your rights. If you make a request, we have one calendar month to respond to you.
To make a data protection rights request, please contact us using the contact page on our website, the HelpDesk, by Phone to 01159339000, or in writing to our postal address.

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 form on our website, the HelpDesk, by Phone to 01159339000, or in writing to our postal address.

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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