Who we are and how to contact us
We are Riba Blinds Limited (referred to in this document as ‘Riba Blinds’, ‘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 our views and practices and your rights regarding your personal data. Our Data Protection Officer can be contacted at [email protected] and is referred to throughout this document as the DPO.
Alternatively, you can write to us at Riba Blinds Limited, address: Unit 9 35-37 Nursery Road, Hockley, Birmingham, West Midlands, B19 2XN.
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. If 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 here: https://ico.org.uk/concerns/.
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 Riba Blinds use 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 Riba Blinds is protecting your information.
The legal bases that we rely on:
Data Protection law set out several different reasons why a company can collect and process your personal data. The bases that we use as a company are:
Contractual obligations
When we have contact with you, we will use your personal data to fulfil the contract, for example we collect your address details 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 on 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 to you.
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 to be 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 purpose not set out below, we will notify you beforehand.
To confirm your appointment date and time
To pursue our legitimate interest in allowing you to book appointments, we will contact you to confirm your appointment details. This may be via email, SMS or telephone. If you request a quote from us, we may also contact you following your appointment to see if you wish to place an order with us.
To send you a brochure or samples when you request one
We will process your personal information by sending you a brochure or samples of our products when requested.
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 provides a service (such as delivery couriers or a fitter visiting your home). We are doing 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.
If you wish to pay for your goods and services through a Finance Agreement, we will pass your details to our finance partner.
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 send an email to [email protected].
We have a legitimate interest in improving our product range and ensuring 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 in ensuring 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 across our group of companies and to analyse our customer segments to determine customer overlap between group companies and use this information to inform future group strategies (including marketing strategies). We undertake these activities in our legitimate interest to make improvements across our business. As set out in more detail below, we may share your data with other companies in the Hunter Douglas group of companies for this purpose.
Personalise your shopping experience
To enhance your use of our services, and provide you with a personalised shopping experience, we will 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, including online advertising, 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.
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 us, including social media posts and live chat via our website that you have directed at us as part of our legitimate interests to interact with our customers and improve their experience.
We carry out market research to exercise our legitimate interests to improve our Services and may invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by us and by other organisations on our behalf. However, if we contact you about this, you do not have to take part in the activities. This will not affect your ability to use our Services.
To administer any promotions or competitions that you choose to take part in
If you choose to take part in a promotion or competition, including those we run with our suppliers and Retail Partners, 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.
To ensure your safety and detect and prevent crime
To pursue our legitimate interests as a company, we have installed CCTV in some of our premises. This allows us to monitor the safety of visitors, assist in day to day management, and acts as a deterrent against crime, vandalism and disruption.
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, order samples 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 using cookies in your web browser. Learn more about how we use cookies see: ‘Cookie Information Section’ of this policy.
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, including any links in them that you click on
Copies of documents you provide to prove your age or identity where the law requires this. (including your passport and driver’s license). 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:
The 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, email or post or when you speak with us through social media
Details of your interactions with us through contact centres, in store or with our Advisors.
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 or competitions of ours, or choose to complete any surveys we send you
Your feedback and contributions to customer surveys and questionnaires
When you comment on or review our products and services online
Your comments and product reviews if posted online
When you visit our shops or other premises we may collect:
Images of you during your visit
It is important that personal data we hold about you is accurate and up to date. Please keep us informed if your personal data changes during your relationship with us. Our contact details can be found at the end of this privacy notice or at the ‘Contact Us’ tab of our website.
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.
We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.
Where we engage with third parties to process personal data on our behalf, we do so, based on written instructions, are under a duty of confidentiality and are obliged to implement appropriate technical and organisational measures to ensure the security of data.
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, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
Some examples of retention periods are below:
When you call our contact centre we may record the conversation, if we do this it will be held for a maximum of 12 months unless the call is required for the resolution of an ongoing dispute.
If you place an order with us, we must retain the details of the order, including your personal data, for 10 years to comply with our legal and contractual obligations. If the order included a warranty which was for a longer period than this, and you have registered that warranty with us, we will keep details of the warranty period and any associated personal data for the duration of the warranty period.
Who we share your personal data with
We will share your personal information with third parties (including companies in the Riba Blinds group) set out below the purposes set out in the ‘How and why we use personal data?’ section above
Sharing your details within the Hunter Douglas group
We may disclose your personal data to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes, and on the legal bases, set out in this policy.
We share personal data with group companies to provide centralised services, such as shared deliveries and customer services. We also share personal data to review, analyse and improve service levels across the group and to analyse customer overlap between our group companies to inform our future strategy.
We will only do so if the company is in the EEA or in a country on the EU adequacy list. If data is required to leave the EEA, we will ensure that the transfer is risk assessed and if deemed necessary the transfer will take place under an International Data Transfer Agreement.
Data Transfer Agreement
What are your rights?
Under General Data Protection Regulation (GDPR) you have several rights. Some of these are complex and not all the details have been included in our summaries below. Please read the relevant guidance from the Information Commissioner’s Office on their website at https://ico.org.uk/for-the-public/ 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, please click here for details
If you wish to us to erase your personal data from our files, please click here for details
If you wish to no longer be marketed to please see the next section
For all other enquiries about your rights please email our DPO at [email protected]
How to stop the use of your personal data for direct marketing
You can stop direct marketing from us in several ways:
Click the ‘unsubscribe’ link included in all emails we send you. We will then stop any further emails from that division
Reply to any SMS message following the instructions contained in the message. We will then stop contacting you via SMS for marketing.
Email [email protected] to opt out of receiving telephone, post, SMS or direct mail.
Write to us at Marketing Preferences, Riba Blinds Limited, Unit 9 35-37 Nursery Road, Hockley, Birmingham, West Midlands, B19 2XN
Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.
Cookie Information Section:
A cookie is a small amount of data, which often includes an anonymous unique identifier that is sent to your browser from a website and then stored on your computer’s hard drive. Many sites, including Riba Blinds, do this whenever a user visits their website to improve the website experience for their customers, analyse and understand media performance and customers. Some or all the cookies listed below will have been added to your device by visiting Riba Blinds.
Visitors have the opportunity to set their browsers to accept all our recommended cookies to ensure the best user experience.
For a more comprehensive guide visit www.aboutcookies.org. If you want to delete cookies on a mobile phone refer to your handset manual.