Privacy Policy - Lothian Domestics Ltd

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, 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.

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

How to Contact Us

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.