Privacy Notice

KEY SUMMARY

This Privacy Notice applies to users of our website who submit general enquiries or complaints or who contact us by phone or by social media. We only process your personal information for the purpose of responding to such enquiries and complaints.

We use cookies which collect information in relation to your use of the website to improve the contents and usability of our website. For further information about our cookies, please refer to our Cookies Policy.

This Privacy Notice explains what data we process, why, how it is legal and your rights.


ABOUT US AND THIS NOTICE

This Privacy Notice applies to personal data collected through our website www.hovis.co.uk or when you contact us by phone or social media.

This Privacy Notice is provided by Hovis Limited (registered in England and Wales with company number 08846838) whose registered address Hovis Limited, The Lord Rank Centre, Lincoln Road, High Wycombe, Buckinghamshire, HP12 3QS, United Kingdom ('we' or 'us'). We are a 'controller' for the purposes of the General Data Protection Regulation (EU) 2016/679 ("Data Protection Laws").

We take your privacy very seriously. We ask that you read this Privacy Notice carefully as it contains important information about our processing and your rights.

How to contact us

If you have any questions about this Privacy Notice, how we handle your personal data, or want to exercise any of your rights, please contact:

·            Head of Privacy: Dominic Howson
·            Address: Hovis Limited, The Lord Rank Centre, Lincoln Road, High Wycombe, HP12 3QS
·            Telephone number: 01494 428000
·            Email: Data.Protection@hovis.co.uk

Changes to the Privacy Notice

We may change this Privacy Notice from time to time. You should check this Privacy Notice occasionally to ensure you are aware of the most recent version that will apply each time you access this website.

 

WHAT PERSONAL DATA DO WE COLLECT AND WHY?

Personal data provided by you

  • Users only

If you are just browsing our website we will not collect personal data.

  • Information you submit

We process personal information about you (such as your name, address, email address and telephone number and anything else that you provide to us) when you contact us by filling in our enquiry form and/or complaints form, call us with queries or complaints or contact us via social media in order to respond to the enquiry and/or complaint you have made.

We record all calls made to and from our contact centre so that we can use them for training our operatives and to ensure high standards of customer service.

We also collect personal information when you contact us, send us feedback or complete customer satisfaction surveys which we use to improve our services and products in the future.

Sensitive personal data provided by you

We do not collect any sensitive personal data about you unless you decide to provide it to us.

Personal information about other individuals

If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on their behalf and has agreed that you can.

 

HOW IS PROCESSING YOUR PERSONAL DATA LAWFUL?

We are allowed to process your personal data on the basis that it is in our legitimate interests to:

·            respond to enquiries, complaints and requests in order to serve our customers. We will only use your personal data for this purpose; and

·            monitor how our website is used in order to improve it. We use aggregated data to do this so it does not impact on your privacy.

Please be aware that you have the right to object to the processing of your data in relation to the legitimate interests identified.

 

WHO WILL HAVE ACCESS TO YOUR PERSONAL DATA?

Like any business, we use service providers to operate our website, such as website hosting and enquiry functionality. Some of these service providers will process your personal data as part of the services they offer to us. We take steps to ensure that our service providers treat your data in accordance with the law, only use it in accordance with our contract with them and keep it secure.

Processors

Personal data

Monichrome Limited – Website host service provider

Queries and complaints related information communicated to us by filling in our enquiry form and/or complaints form on our website

CPM United Kingdom Limited – Customer contact centre

Queries and complaints related information communicated to us by (i) filling in our enquiry form and/or complaints form on our website, (ii) phone and/or (iii) social media

Wildfire Word of Mouth Limited – Social media management service provider

Queries and complaints related information communicated to us on social media

 

We also share data as necessary to enforce our legal rights, defend legal claims and if required by law to disclose to courts, police, law enforcement agencies or regulators.

How we keep your data secure

We strive to implement appropriate technical and organisational measures in order to protect your personal data against accidental or unlawful destruction, accidental loss or alteration, unauthorised disclosure or access and any other unlawful forms of processing. We aim to ensure that the level of security and the measures adopted to protect your personal data are appropriate for the risks presented by the nature and use of your personal data. We follow recognised industry practices for protecting our IT environment and physical facilities.
 

WHEN WILL WE DELETE YOUR DATA?

The table below provides details about how long we will process your data.

Data we process

How long this will be held for

Information from enquiry forms

For one year and one month after the enquiry has been completed.

Call recordings

For one year and one month from date recording occurs

 

Complaints data

For a period of up to 6 years after resolution of the complaint

 

 

YOUR RIGHTS

As a data subject, you have the following legal rights:

  • Right of access to personal data relating to you
  • Right to correct any mistakes in your information
  • Right to prevent your personal data being processed in some circumstances
  • Right to object to processing of your data where processed on the grounds of legitimate interests
  • Right to erasure in some circumstances

If you would like to exercise your rights, please contact us at the details set out above in the section headed "How to contact us".

We will respond to any rights that you exercise within a month of receiving your request, unless the request is particularly complex, in which case we will respond within three months.

Please note that exceptions apply to some of these rights which we will apply in accordance with the law.

What will happen if your rights are breached?

You may be entitled to compensation for damage caused by contravention of the Data Protection Laws.

Complaints to the regulator

If you do not think that we have processed your data in accordance with this Privacy Notice, you should let us know as soon as possible. You also have the right to complain to the Information Commissioner's Office. Information about how to do this is available on its website at www.ico.org.uk.