Introduction

We are committed to protecting and respecting your privacy. This privacy policy sets out the basis of how any personal data we collect from you, or that you provide to us, will be processed by Coopland & Son (Scarborough) Ltd. Please read the following information carefully to understand our practices regarding your personal data and how we will treat it, in line with the UK GDPR and the Data Protection Act 2018.

Who we are

Coopland & Son (Scarborough) Limited is a company incorporated in England and Wales with a registered company number of 00465947.

When you are using our website, Coopland & Son Scarborough Ltd. is the data controller (referred to as “Cooplands” “we”, “us” or “our” in this privacy notice). Our registered office address is Caxton Way, Eastfield, Scarborough YO11 3YT. Throughout this notice when referring to our website, we mean https://cooplands-bakery.co.uk
We have appointed a data protection officer (“DPO”) who is responsible for overseeing questions in relation to this Privacy Policy. If you have any questions in relation to this Privacy Policy, including any requests to exercise your rights, please contact the DPO using one of the options below:
Send an email to: DPO@cooplands-bakery.co.uk or you can write to the following postal address: Caxton Way, Pindar Business Park, Eastfield, Scarborough, North Yorkshire, YO11 3YT

We are the organisation that is responsible for the processing of your personal data (or the ‘controller’ for the purposes of data protection) as such, we are registered with the UK’s data protection supervisory authority the Information Commissioner’s Office (the “ICO”). The details of our registration with the ICO are:

Data Controller Name: Coopland & Son (Scarborough) Limited
Registration number: Z5443704

Personal Data we collect

We may collect, store, and transfer personal data from you in several ways, when utilising our services. These include

Data you provide directly

Identity Data: name, title, date of birth (e.g. for rewards). Our services have a minimum age requirement of 18
Contact Data: billing/delivery address, email, phone number
Financial Data: payment details
Profile Data: account details, preferences, feedback
Marketing Data: communication preferences

Data collected automatically

Technical Data: IP address, browser type, device info
Usage Data: how you use our website, app, and services

Data from third parties

Analytics providers (e.g. Google, Meta). We may analyse your behaviour and preferences to personalise marketing
Advertising platforms (e.g. TikTok, Klaviyo)
Public sources (e.g. Companies House)
Loyalty App (White Label Loyalty Limited)

We do not collect any special categories of personal information about you. This includes details about race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. However, we may collect information about how you utilise any of our digital services, including but not limited to:

which products you purchase from us
how frequently you purchase them
when you visit our shops
how much you spend with us
which of our shops you frequently use; and
how you’ve arrived at registering or how you use our digital services, including using our “contact us” function
when you talk to us on the phone
engaging with us on any of our social media platforms

Data we collect when you use our services:

profile and usage data, including data we gather from the devices you use to connect to those services such as computers and mobile phones, using cookies (please see our separate cookies policy) and other internet tracking software
if you visit us at certain locations (retail shops or support centres), we have CCTV systems in operation for the security of both customers and colleagues. These systems may record your image during your visit

Data we may collect from third parties:

Companies that introduce you to us (recruitment partners etc.)
Agents/agencies working on our behalf
Government and law enforcement agencies
Identity and contact data from publicly availably sources
Analytics providers such as Google Analytics, Meta Analytics and Hootsuite
Advertising networks such as Klaviyo, search information providers & TikTok Business Suite
Companies House and the electoral register

How we use your personal information

We are only allowed to use personal information about you if the law allows us to. Most commonly, we will use your personal data personal information in the following circumstances:

Where we need to perform the contract, we are about to enter or have entered with you
Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests (for example, we will use your email address to send you information about our products where you are have shown particular interest in or where you had given us specific feedback)
Where we need to comply with a legal or regulatory obligation (for example, we pass on details of people involved in fraud or other criminal activity affecting us to law enforcement agencies)
Where we can collect and process your data with your consent (for example, when you tick a box to receive marketing emails from us)

We only use your personal data were permitted by law. Below details the purpose of collection, the data utilised and the legal basis applied.

Purpose	Data used	Legal basis
Process orders and payments	Identity, Contact, Financial	Contract
Manage your account	Identity, Profile	Contract
Customer support	Contact, Profile	Contract / Legitimate interest
Improve website and services	Usage, Technical	Legitimate interest
Fraud prevention	Transaction, Technical	Legitimate interest
Marketing communications	Contact, Marketing	Consent / Legitimate interest*
Legal compliance	Identity, Transaction	Legal obligation

We rely on legitimate interests for fraud prevention, website analytics, and improving customer experience. Additionally, other legitimate interests, may include:

Improving our services and customer experience
Preventing fraud and misuse
Managing our business operations
Sending relevant marketing (where appropriate)

We balance these interests against your rights and freedoms.

Cookies

We use cookies and similar technologies to:

Make our website function properly
Analyse usage
Provide personalised content and advertising

You will be asked to consent to non-essential cookies via a cookie banner when you visit our site and the following are utilised to support the services outlined above.

Cookie Bot – manage cookies on our website
Zendesk – for the chatbot hosted on our website
8×8 – our customer service phone system (some calls may be recorded for training or monitoring purposes
Evolve.Purpleportal.net – Provides our Guest Wireless WIFI (where available)

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly. For more information about the cookies we use, please see our cookies policy.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by contacting us at DPO@cooplands-bakery.co.uk or you can write to the following postal address: Caxton Way, Pindar Business Park, Eastfield, Scarborough, North Yorkshire, YO11 3YT.

Change of Purpose

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you require an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us

If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Who we share your personal information with

We may have to share your personal information with the parties set out below for the purposes mentioned earlier.

IT companies who support our website and other business systems based in the United Kingdom or EEA
Operational companies such as delivery couriers or other relevant companies based in the United Kingdom or EEA
Organisations based the United Kingdom or EEA where we hold joint marketing campaigns and provide and are required to share data to carry out such activities
Direct marketing companies who help us manage our communications with you in the United Kingdom and EEA
Professional advisers including lawyers, bankers, auditors, and insurers based in the United Kingdom or EEA who provide consultancy, banking, legal, insurance and accounting services
HM Revenue & Customs, regulators and other authorities based in the United Kingdom who require reporting of processing activities in certain circumstances

We require all third parties who we work with to respect the security of your personal information and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal information for their own purposes and only permit them to process your personal information for specified purposes and in accordance with our instructions.

Failing to provide personal information

Where we need to collect personal information by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you. In this case, we may have to cancel a product or service you have with us, but we will notify you if this is the case at the time.

International Transfers

Some of our service providers are located outside the UK.

When transferring data internationally, we ensure appropriate safeguards, including:

UK International Data Transfer Agreement (IDTA), or
Adequacy regulations

Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded, by ensuring at least one of the following safeguards is implemented.

we will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data
where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data the same protection it has in the UK

Data security

We have implemented appropriate security measures to prevent your personal information from being accidentally lost, used, or accessed in an unauthorised way, altered, or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties on a need-to-know basis. They will only process your personal information on our instructions, and they are subject to a duty of confidentiality.

We use appropriate technical and organisational measures to protect your data, including:

Access controls
Encryption where appropriate
Security monitoring

Additionally, we have robust processes in place to deal with any suspected personal information breach and will notify you and the Information Commissioner of a breach where and when we are legally required to do so.

How long do we keep your personal information?

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal requirements.

Our standard data retention periods are as follows

Customer transactions: 6 years (legal/tax requirements)
Marketing data: until you opt out or after inactivity
Account data: while account is active + reasonable period after
CCTV footage: typically, 30 days
Customer service/ complaints – 24 months

Marketing

We may use your personal information to send you marketing communications if, you have given consent or you are an existing customer and we have a or a legitimate interest to do so

You can ask us to stop sending you marketing messages at any time – to do so, either contact us or use the opt out links on any marketing content sent by us
We will get your express opt-in consent before we share your personal information with any company other than outside our group of companies for marketing purposes
Where you opt out of receiving marketing messages, this will not apply to personal information provided to us because of purchasing our goods or services or any other transaction between you and us.

Your Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal information. Information about your rights are as follows:

Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it
Usually, you will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive, or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal information (or to exercise any of your other rights). This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made several requests. In this case, we will notify you and keep you updated
Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us
Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal information to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request
Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal information for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms
Request restriction of processing of your personal information. This enables you to ask us to suspend the processing of your personal information in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it
Request the transfer of your personal information to you or to a third party. We will provide to you, or a third party you have chosen, your personal information in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you
Withdraw consent at any time where we are relying on consent to process your personal information. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. Please contact us if you want to withdraw your consent.

Making a complaint

Please let us know if you are unhappy with how we have used your personal information by contacting us. You also have a right to complain to the Information Commissioner’s Office. You can find their contact details at www.ico.org.uk. We would be grateful for the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

We may update this privacy policy from time to time by publishing the amended version on our website.

Privacy Policy