Privacy Policy

Last Updated: 23/10/24

Who we are and how to contact us

We are Feather & Grey Interiors Limited (referred to in this document as ‘Feather & Grey Interiors’, ‘we’ or ‘us’)

We are committed to doing the right thing when it comes to how we collect, use and protect your personal data; in this notice we explain how we handle your personal data. Please read this privacy policy carefully to understand how our views and practices and your rights regarding your personal data. Our Data Protection Officer can be contacted at sales@featherandgreyinteriors.com, and is referred to throughout this document as the DPO.

Should you have any issues, concerns or problems in relation to your data, or wish to notify us of data which is inaccurate, please let us know by contacting us. In the event that you are not satisfied with our processing of your personal data, you have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time. The ICO’s contact details are available to view.

Changes to this privacy notice

We will update this privacy statement when necessary. When we post changes to this statement, we will revise the “last updated” date at the top of the statement and highlight what has changed. If there are any changes as to how Feather & Grey Interiors will use your personal data, we will notify you by directly sending you a notification. We encourage you to periodically review this privacy statement to learn how Feather & Grey Interiors is protecting your information.

The legal bases that we rely on

Data Protection law sets out a number of different reasons why a company can collect and process your personal data. The bases that we use as a company are:

Contractual obligations

Where we have a contact with you, we will use your personal data to fulfil the contract, for example we collect your address details in order to measure and fit the products that you wish to buy from us.

Legal compliance

In some cases the law requires us to collect and pass on your data, for example we pass on details of people involved in fraud or other criminal activity affecting us to law enforcement.

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example we will use your purchase history to send you direct marketing information about products and services that are available and we believe are of interest you.

Consent

In certain situations, we will have obtained consent to contact you about our products, services and promotions and we will contact you only according to the consent you have provided.

What personal data is

Under GDPR and the Data protection Act 2018 personal data is defined as ‘any information relating to an identified or identifiable living individual’. This will include facts and opinions about that person and any other information that we use to form an opinion or judgement about them.

For example your name, address and telephone number are your personal data as they are facts about you as a person, as are notes made about you. Your blind measurements are not your personal data as they are facts about your blinds, not about you, and we do not use them to form an opinion about you.

How and why we use personal data

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you. We then use this to offer you promotions, products and services that are most likely to interest you.

The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service. If you wish to change how we use your data, you’ll find details in the ‘What are your rights?’ section below.

If you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for.

If we intend to use your personal data for any purposes not set out below, we will notify you beforehand.

- To confirm your appointment date and time. In order to pursue our legitimate interests to allow you to book appointments, we will contact you with to confirm your appointment details. This may be via email, SMS or telephone.

- To provide you with the goods and services which you have ordered from us. We need your personal data to comply with our contractual obligations so that we can manage your customer account and provide you with the goods and services you want to buy, including sending any relevant and necessary documentation and communications regarding the product or service and help you with any orders and refunds you may ask for. Sometimes we may need to share your details with a third party who is providing a service (such as delivery couriers or a fitter visiting your home). We do this to be able to fulfil our contract with you.

- To allow you to pay for the goods and services that you have received. In order pursue our legitimate interests we may need to contact you to take payment or pass your details onto third parties for debt collection purposes.

- Manage and improve our day-to-day operations. To improve your customer experience we use cookies and similar technologies on our Website as part of our legitimate interests. For information concerning your choices when it comes to cookies, and how you can control your online behavioural advertising preferences please visit our cookie policy.

We have a legitimate interest to improve our product range and ensure that it is tailored to our customers’ needs. We do this by carrying out market research relating to our product range and internal research and development, and may need to process your personal data to do so.

As a business we have a legitimate interest to ensure that you can safely use our services. To do this we will use your personal data to detect and prevent fraud and other crimes. If we discover or suspect criminal activity through this monitoring we may pass your personal information to law enforcement to help protect individuals from criminal activities.

- To improve our business. We may also use the personal data that we collect about you to improve our efficiency and service levels and to analyse our customer segments to use this information to inform future strategies (including marketing strategies). We undertake these activities in our legitimate interest to make improvements across our business.

- Personalise your shopping experience. To enhance your use of our services, and provide you with a personalised shopping experience, we may use your online browsing behaviour as well as previous purchases to help us better understand you as a customer and provide you with personalised offers and services as part of our legitimate interests.

We want to provide you with marketing communications that are relevant to your interests as part of our legitimate interests. To achieve this we measure your responses to marketing communications relating to products and services we offer, which also means we can offer you products and services that better meet your needs as a customer. You can change your marketing choices at any time, for details of how to do this see the ‘your rights’ section below. For information concerning your choices when it comes to cookies, and how you can control your online behavioural advertising preferences please visit our cookie policy.

Cookies can be blocked by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

- Contact and interact with you. We want to serve you better as a customer so we use personal data to provide clarification or assistance in response to communications you have sent to use, including social media posts that you have directed at us as part of our legitimate interests to interact with our customers and improve their experience.

- To administer any promotions or competitions that you choose to take part in. If you choose to take part in a promotion, we need to process your personal data with your consent so that we can manage the promotions or competitions.

- Understand and improve service levels. In order to pursue our legitimate interests as a company, we want to improve the service that we provide to our customers and understand the cause of any issues that might have arisen during the order process.

To do this we may process your personal data to monitor the status and outcome of your order and to generate a range of internal analysis aimed at identifying any areas of improvement.

- To comply with our legal obligations. In some cases, we will need to process your personal data to comply with our legal obligations. For example, we sometimes need you to verify your identity before responding to your requests.

To send you communications required by law, or which are needed to inform you about changes to products or services that have been provided to you. For example updates to this Privacy Notice, product recall notices or information we are legally required to communicate to you regarding your order. These messages will not include any marketing content.

To comply with any legal obligations to share data with law enforcement, for example, if a court order is submitted to us requiring that we share your personal data.

When we collect personal data, and what data we collect

This section lets you know under what circumstances we may collect personal information from you, and what personal data we may collect.

- When you contact us to request a brochure or book an appointment, you may provide us with:

- Your personal contact details, including your name, postal address, email address and telephone number

- When you purchase products from us, you may provide us with:

- Your personal contact details, including your name, postal address, email address and telephone number
- Information about your purchase, for example, what you have bought, when you bought it, what the installation address is and financial information relating to how you paid for it.

- When you browse our websites we may collect:

- Information gathered by the use of cookies in your web browser. Learn more about how we use cookies.
- Information about the device you have used to access the Website (including the make, model and operating system, IP address, browser type and mobile device identifiers)
- Your IP address is unique identifier used to identify the computer or device that you are using to access the internet.
- Information about your online browsing behaviour on our Website, including which site you came from and products that you are interested in, and information about when you click on one of our adverts, including those shown on other organisations’ websites.

- When we contact you we may collect:

- Details of the emails and other digital communications we send to you that you open
- Copies of documents you provide to prove your age or identity where the law requires this. (including your passport and driver's licence). This may include details of your full name, address, date of birth and facial image. If you provide a passport, the data will also include your place of birth, gender and nationality.

- When you contact us (including via social media) we may collect:

- Personal data you provide about yourself any time you contact us about our Services (for example, your name, social media username and contact details), including by phone or email or when you speak with us through social media
- Details of your interactions with us. For example, we may collect notes of conversations with you, details of any complaints or comments you have made and copies of emails that you have sent us.

- When you take part in any promotions of ours or chose to complete any surveys we send you we may collect:

- Your feedback and contributions to customer surveys and questionnaires
- Details of the promotion, including your responses

- When you comment on or review our products and services online we may collect:

- Your comments and product reviews if posted online.

How we protect your data

We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by its employees in the performance of their duties.

How long we keep your data for

We will not keep your personal data for longer than is necessary for the purpose or purposes that it was initially collected. At the end of that retention period, your data will either be securely deleted or anonymised.

Some examples of retention periods are below:

If you place an order with us we have to retain the details of the order, including your personal data, for 10 years to comply with our legal and contractual obligations.

Who we share your personal data with

We will share your personal information with third parties, set out below the purposes set out in the ‘How and why we use personal data?’ section above.

Partners and Service providers

We apply the following policy when we share your personal information with external organisations

- We provide only the information they need to perform their specific services.
- They may only use your data for the exact purposes we specify in our contract with them.
- We work closely with them to ensure that your privacy is respected and protected at all times.
- If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

We may disclose your personal data to our suppliers in order to provide you with the Services you have requested from us.

We may disclose your personal data on the basis of our legitimate interests to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

Other organisations

We may share personal data with other organisations not included in the list in the previous section in the following circumstances:

- if the law or a public authority says we must share the personal data;
- if we need to share personal data in order to establish, exercise or defend our legal rights (this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk);
- to an organisation we sell or transfer (or enter into negotiations to sell or transfer) any of our businesses or any of our rights or obligations under any agreement we may have with you to. If the transfer or sale goes ahead, the organisation receiving your personal data can use your personal data in the same way as us; or
- to any other successors in title to our business.

Additionally, we will disclose your personal information to the relevant third party:

- In the event that we sell or buy any business or assets, in which case we will disclose your personal data to the prospective seller or buyer of such business or assets;
- If we are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets; or
- If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of our customers, our regulator, or others. [This includes exchanging information with other companies and organisations for the purposes of fraud protection and prevention of money laundering and credit risk reduction].

What are your rights?

Under the General Data Protection Regulation (GDPR) you have a number of rights. Some of these are complex and not all of the details have been included in our summaries below. Please read the relevant guidance from the Information Commissioner’s Office on their website for a full explanation of these rights.

You have the right:

- To ask us not to process your personal data for marketing purposes. We will inform you if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes;
- To ask us not to process your personal data where it is processed on the basis of legitimate interests provided that there are no compelling reasons for that processing;
- To request from us access to personal information held about you;
- To ask for the information we hold about you to be rectified if it is inaccurate or incomplete;
- To ask for data to be erased provided that the personal data is no longer necessary for the purposes for which it was collected, you withdraw consent (if the legal basis for processing is consent), you exercise your right to object, set out below, and there are no overriding legitimate ground for processing, the data is unlawfully processed, the data needs to be erased to comply with a legal obligation or the data is children’s data and was collected in relation to an offer of information society services;
- To ask for the processing of that information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or you exercise your right to object (pending verification of whether there are legitimate grounds for processing);

Where use of your personal data is based on consent, you can withdraw that consent at any time.

If you wish access to a copy of your personal data held by us, wish to erase your personal data or no longer wish to be marketed to, please email our DPO at sales@featherandgreyinteriors.com or call us on 0203 488 4271.

How to stop the use of your personal data for direct marketing

You can stop direct marketing from us in a number of ways:

- Click the ‘unsubscribe' link included in all emails we send you. We will then stop any further emails from that particular division
- Call us on 0203 488 4271 or email sales@featherandgreyinteriors.com to opt-out

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

Appendix 1 – List of Data Processors

We may share your personal data with the following categories of service providers:

Advertising Agencies
Courier services
Government bodies
HMRC and the courts
Feather & Grey Interiors Sales Agents and Installers
Insurance providers
Legal Advisors
Online review providers
Payment providers
Postal services
Supplier

Appendix 2 – Subject Access Requests

Under GDPR you have the right of access to your Personal Data held by us so that you are aware of and can verify the lawfulness of our processing activities.

In some cases we may be entitled to refuse to respond, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office, see https://ico.org.uk/make-a-complaint/ for details of how to do so.

- Timeframe for response

We will provide you with the information requested within one month of receipt of all information relevant to your request. To avoid any delays in processing your request, please ensure that you have provided all of the information requested below.

In the case of numerous or excessive requests, we may take up to a further two months to provide this information, in which case we will inform you of this fact, and the reason that the extension is necessary.

- Costs

There is no charge to you unless your request is manifestly unfounded or excessive, in which case we are entitled to charge you an administrative fee based on the cost of providing the information to you. If we consider this to be the case we will inform you of this fact and wait for your agreement before proceeding.

- Identity verification

Please note that you cannot request copies of personal information related to another person, including calls made by somebody else.

- What you need to do

Please contact us on: sales@featherandgreyinteriors.com or call us on 0203 488 4271.

Appendix 3 – Right to Erasure

Under GDPR you have the right to have your personal data held by us to be erased under certain circumstances, this is known as the right to be forgotten.

In some cases we may be entitled to refuse your request, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office.

When does this apply?

You have the right to be forgotten if:

Your personal data is no longer required for the purpose that we collected it for
You are withdrawing your consent to consent-based processing
We are sending you direct marketing information and you no longer wish to receive this information
We have told you that we are processing your information under legitimate interests, you object to this processing and we do not have an overriding legitimate interest to continue
We have processed your data unlawfully
You do not have the right to erasure if we are processing your personal data on the basis of contractual or legal obligations, or if we require the information for the establishment, exercise or defence of a legal claim.

- Timeframe for response

- Costs

Please contact us on: sales@featherandgreyinteriors.com or call us on 0203 488 4271.

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