Introduction
Lothian Domestics Ltd ("Lothian Domestics", "we", "us", or "our") is committed to protecting and respecting your privacy. This Privacy Policy outlines how we collect, use, store, and protect your personal data in compliance with the UK General Data Protection Regulation ("UK GDPR") and other applicable data protection laws.
Our registered address is:
Lothian Domestics Ltd
Axwel House
2 Westerton Road
Broxburn
West Lothian
EH52 5AU
United Kingdom
For any questions regarding this Privacy Policy or your personal data, please see the "How to Contact Us" section below.
Who Does This Policy Apply To?
This Privacy Policy applies to:
- Private Customers
- Landlords
- Contract Customers
And anyone contacting, visiting, or using our:
- Websites
- Apps
- Booking Systems
Your Rights
You have certain rights concerning your personal data, including the right to object to processing based on our legitimate interests. For more information, please see the "Your Rights" section below.
Information We Collect
We may collect and process the following types of personal data:
- Personal Identifiers: Name, title, postal and email addresses, postcode, IP addresses, serial numbers and contact telephone numbers.
- Service Addresses: Physical addresses where services will be performed.
- Access Information: Any access details required to provide services, such as security codes or key safe locations.
- Business Information: For corporate customers, this includes job title, business address, and business email address.
- Transaction Information: Payment details, reservation, and booking information.
- Customer Feedback: Any information you provide when communicating with us, including complaints and feedback.
- Health and Safety Information: Information regarding any health concerns or accessibility requirements that may affect service delivery.
We may also receive personal data about you from third parties such as:
- Corporate customers
- Public records (e.g., Companies House)
- Review websites
- Social media platforms
- Government and law enforcement agencies
How We Use Your Information
We use your personal data for the following purposes:
1. To Fulfill a Contract
Legal Basis: Performance of a Contract
- Processing bookings and appointments
- Providing requested products and services at the specified service addresses
- Using access information to enter premises for service delivery
- Verifying your identity
- Processing payments
- Communicating with you about your bookings and services
- Providing customer support and handling complaints
2. Legitimate Interests
Legal Basis: Legitimate Interests
- Ensuring customer satisfaction and resolving disputes
- Protecting our business, employees, and premises
- Preventing and detecting fraud and other criminal activities
- Improving our services and business performance
- Conducting marketing and promotional activities (where consent is not required)
- Monitoring and analyzing usage of our websites and apps to improve user experience
- Recording calls for training and quality improvement purposes
3. Legal Obligations
Legal Basis: Compliance with Legal Obligations
- Complying with legal and regulatory requirements
- Responding to requests from government or law enforcement authorities
- Maintaining records for tax and accounting purposes
- Health and safety compliance, including recording any incidents or accidents
4. Consent
Legal Basis: Consent
- Sending you marketing communications via email, SMS, or push notifications
- Using cookies and similar technologies on our websites and apps
- Processing any special categories of personal data you provide (e.g., health information) with your explicit consent
You have the right to withdraw your consent at any time.
5. Vital Interests
Legal Basis: Vital Interests
- Protecting your vital interests or those of another person in emergency situations
- Disclosing your personal data to emergency services when necessary
6. Automated Decision-Making and Profiling
Legal Basis: Legitimate Interests
We may use automated decision-making processes to improve our services. Where such processes have legal or significant effects on you, we will ensure that human intervention is available, and you have the right to express your point of view and contest the decision.
Cookies and Similar Technologies
We use cookies and similar technologies to enhance your experience on our websites and apps. This includes third-party marketing and analytical cookies from providers like Google Analytics and Facebook Pixel. You can manage your cookie preferences through your browser settings. For more details, please refer to our Cookie Policy.
Data Sharing and Disclosure
We may share your personal data with:
- Service Providers: Payment processors, technology providers, insurers, and other professional service providers who assist us in delivering our services.
- Marketing Partners: Third-party marketing service providers and ad technology providers to deliver personalized advertisements.
- Analytics Providers: Companies like Google Analytics to help us analyze website usage and improve our services.
- Legal and Regulatory Authorities: Government bodies, law enforcement agencies, and regulators as required by law.
- Business Transfers: Third parties in connection with any merger, sale of company assets, or acquisition of all or a portion of our business.
- Samsung Electronics:
- For **Samsung warranty repairs**, Samsung Electronics is the data controller. This means that Samsung determines how your personal data is handled and processed in relation to the warranty service, details of which can be found by visiting www.samsung.com/uk/info/privacy.
- The Samsung Privacy Policy, as outlined in the warranty agreement, will apply to the handling of your personal data for warranty-related services. You can review Samsung’s privacy policy in the documentation provided by Samsung.
- For all Samsung repairs, we will share the **serial number** of the appliance with Samsung. This allows Samsung to monitor product issues and ensure quality control.
- Additionally, for **out-of-warranty repairs**, your **personal data** (such as contact details) may be shared with Samsung so they can contact you regarding a survey about your experience, and for handling part orders and other similar operational reasons.
All data shared with Samsung is processed in accordance with our agreements with them and in compliance with UK GDPR and applicable data protection laws.
International Data Transfers
Your personal data may be transferred to and processed in countries outside the United Kingdom, such as the European Economic Area (EEA) or the United States. When we transfer your data internationally, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the UK Information Commissioner's Office (ICO), to protect your information.
Data Security
We implement appropriate technical and organizational measures to safeguard your personal data against unauthorized access, alteration, disclosure, or destruction. These measures include:
- Secure servers and firewalls
- Encryption of data in transit and at rest where appropriate
- Access controls and authentication procedures
- Regular security assessments and staff training
Data Retention
We retain your personal data only for as long as necessary for the purposes outlined in this Privacy Policy, and in accordance with our legal obligations. Retention periods vary depending on the type of data and the purpose for which it is processed. For example:
- CCTV Footage: Up to 31 days
- Call Recordings: Up to 5 years
- Marketing Data: Until you opt-out or a period of 3 years since your last interaction with us
- Financial Records: 7 years for accounting and audit purposes
- Service Records: Details of services provided may be retained for up to 7 years to comply with legal obligations and for warranty purposes
In some cases, we may retain your personal data for longer periods if required by law or if necessary for legal proceedings.
Your Rights
Under the UK GDPR, you have the following rights:
- Right to Access: Request access to the personal data we hold about you.
- Right to Rectification: Request correction of inaccurate or incomplete personal data.
- Right to Erasure: Request deletion of your personal data in certain circumstances.
- Right to Restrict Processing: Request limitation of how we process your personal data.
- Right to Data Portability: Obtain and reuse your personal data for your own purposes across different services.
- Right to Object: Object to processing based on legitimate interests or for direct marketing purposes.
- Right to Withdraw Consent: Withdraw your consent where we rely on it for processing your personal data.
- Rights Related to Automated Decision-Making: Object to decisions made solely by automated means without human involvement.
To exercise any of these rights, please contact us using the details provided in the "How to Contact Us" section below.
Complaints
If you are not satisfied with our response to any complaint or believe our processing of your personal data does not comply with data protection law, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO):
Website: www.ico.org.uk
Telephone: 0303 123 1113
For any questions, concerns, or requests regarding your personal data, please contact us:
Email: [email protected]
Address:
Lothian Domestics Ltd
Axwel House
2 Westerton Road
Broxburn
West Lothian
EH52 5AU
United Kingdom
Data Protection Officer: If you have any questions about this Privacy Policy or our data protection practices, you may contact our Data Protection Officer at [email protected].
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page with an updated revision date. If we make significant changes, we will notify you via email or a prominent notice on our website.
Additional Information
We may provide additional privacy notices at the point of data collection or when we introduce new services. We encourage you to review these notices to understand how your personal data is being processed.
Automated Decision-Making
We may use automated decision-making processes to personalize your experience and improve our services. These processes may include profiling based on your interactions with us. You have the right to request human intervention, express your point of view, and contest any decisions made through automated means.
External Links
Our websites and apps may contain links to external websites operated by third parties. Please note that we have no control over the content and privacy practices of these websites. We encourage you to review the privacy policies of any third-party sites you visit.
Children's Privacy
Our services are not directed to individuals under the age of 16. We do not knowingly collect personal data from children without parental consent. If you believe we have collected such information, please contact us to address the issue promptly.
Thank you for choosing Lothian Domestics Ltd. We value your privacy and are committed to protecting your personal data.