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Privacy Policy

This Privacy Policy explains how we use any personal information you provide to Coastline Graphics Ltd when you use our services in Store, on our Websites, and any contact you have with our members of staff who may take personal information

“Coastline Graphics/We/Us” means Coastline Graphics Ltd (as the operator of the Store and Website).

We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal information in accordance with the relevant laws and regulations.

By accessing, browsing or otherwise using the Website you confirm that you have read and understood this Privacy Policy.

Please ensure you have read it carefully, and particularly the section detailing your rights in relation to the personal information that we collect about you.

Personal information that we collect from you – this will depend upon the services you are using:

  • Name and Title
  • Home, Billing and Delivery Address(es)
  • Email Address(es) (home, mobile, work – customer dependant)
  • Phone Number(s) (home, mobile, work – customer dependant)
  • Purchase information
  • Payment card information
  • Account Password and Login details
  • Date of Birth
  • Gender
  • Social media account details
  • Your comments, product reviews and responses on surveys you complete
  • Appointment booking and information given during an appointment
  • Details of your interactions with our members of staff
  • Your images on CCTV
  • Your vehicle number plate if recorded to manage parking at our Head Office
  • IP Address
  • Device information
  • Website / Browsing History, including location data
  • Cookie information (please see our Cookie Policy for details)

 

Please note in some circumstances we may collect special category data such as details of medical conditions, nationality, racial or ethnic origin from you.

In some circumstances we may collect special category data such as details of medical conditions, nationality, racial or ethnic origin from you. Further information on this can be found within this Privacy Policy.

We collect personal information when you:

  • Purchase products or services through the Website, over the phone and at our Head office location.
  • Subscribe to our newsletters
  • Submit reviews or choose to complete surveys we have sent you
  • Engage with us via social media
  • Register or use our WiFi (at our Head Office location)
  • Enter our competitions, prize draws or promotions
  • Contact us for any reason, e.g. order queries, complaints, website issues, phone, email and postal correspondence
  • Complete a form, such as for a transaction or employment purpose or for accident or incidents within our premises or for other health and safety or security purposes
  • Use our car park which operates a CCTV system for the security of both customers and employees
  • Browse the website – please see the section on cookies for more information

 

Personal information that we collect from Third Parties

We may collect personal information provided to us by other companies who have obtained your permission to share this information with us.

Personal Information collected by other parties

Coastline Graphics Ltd works with many third parties to provide goods and services. These companies may, from time to time, collect personal information directly from you to organise appointments or book their services, or for their own marketing and tracking purposes.

If they do collect your personal information in this way, these companies will be acting as Data Controllers in their own right, separately from Coastline Graphics Ltd. Any use of your personal information will therefore be subject to that company’s own privacy policy which should be made available to you at the time that they collect your personal information.

Personal Information of Children

Coastline Graphics does not knowingly solicit personal information from children or send them requests for personal information. Although visitors of all ages may navigate through our website, we do not intentionally collect personal information from those under the age of 16.

How we will use the information about you?

We use your personal information in a number of different ways, depending on the type of information provided. You do not have to provide this personal information but if you don’t, you may not be able to purchase goods from us, we may not be able to provide certain services and you are unlikely to receive our optimal overall customer experience.

Personal Information How we use this personal information Why we do it
Your name and contact details We have to do this to perform our contract with you. To fulfil your order, i.e. taking payment, updating you regarding the status of your order and shipping the order to you
To manage any issues during order fulfilment. This would also including collect, refunds and returns We’ve got to do this to perform our contract with you. We may also keep a record of this to comply with legal obligations
To verify your identity when you access your account or to contact you to perform security checks Coastline Graphics Ltd has a legitimate interest in ensuring that you are who you say you are to ensure good services are provided to the correct person.
In the detection and prevention of fraud or other crimes. Coastline Graphics Ltd has a legitimate interest in protecting itself from fraud
To monitor and improve the services and the Website, including monitoring browsing activity and session replays. Coastline Graphics Ltd has a legitimate interest in monitoring the websites to improve customer experience.
To be able to return any lost items to you or record any incidents or accidents in store You have a legitimate interest in providing this information to ensure we can manage any of the occurrences that may occur in store.
To invite you to complete a survey where you have purchased goods in store or online. We may use third parties to send you these surveys and compile responses. Coastline Graphics Ltd has a legitimate interest in selling its products. We don’t need your consent to send you these communications but they will not include any promotional content. We use responses from surveys to improve and monitor the quality of our services and products.
To send you marketing promotions, offers, competitions and events by email, post, and phone for Coastline Graphics Ltd goods and services, (subject to your preferences). Please see the section below on Marketing for more information. We use a third party, Salesforce, to help us manage and send out emails. Coastline Graphics has a legitimate interest in selling its products and services. Sending details of promotions, events and offers to customers helps us do this. You are free to opt-out of receiving these communications at any time.
To administer any prize draws or competitions that you choose to enter. We sometimes use third parties to help us do this – we will make this clear in the terms and conditions of the prize draw or competition. We do this based on your consent. If a third party will use these details to contact you directly as part of the price draw or competition, we will ask for your consent to that third party contacting you.
To process and manage your booking/appointment We’ve got to do this to perform our contract with you and to enable us to set up the appointment and arrange this with you.
To send you service emails or communications required by law to update you about any changes to our goods and services, any information required by law relating to your order. We need to do this to comply with our legal obligations. We don’t need your consent to send you these communications but they will not include any promotional content.
To develop and test any changes or improvements to our Websites, goods or services. Coastline Graphics Ltd has a legitimate interest in developing and testing our goods and services to improve customer experience.
Your payment details To fulfil your order, i.e. taking payment, updating you regarding the status of your order and shipping the order to you. As well as managing any issues during order fulfilment We’ve got to do this to perform our contract with you and our contracts with partners and suppliers who work with us to provide a service to you
Your device information, preferences and cookies provided when you browse our website To tailor your experience online and send you personalised emails (in combination with other information you have provided us or our third parties) so that we can offer you goods, services, promotions and offers (inc. events) we think you will be interested in. We will do this where you have consented to the use of our cookies on our database. Please see our section on cookies and our cookie policy for more details. You can manage your cookie settings at any time.
To show you advertising on such social media platforms as Facebook and Twitter or third party advertising that may appear on other websites you use We will do this where you have consented to the use of cookies on our databases. Please see our section on cookies and our cookie policy for more details. You can manage your cookie settings at any time.
To combine the information that we collect directly from you with any information that we obtain from third parties to whom you have given your consent to pass that on data onto us, such as Social Media platforms and publicly available information we describe above Coastline Graphics has a legitimate interest in understanding our customers and what will interest them for the best customer experience.  This also helps us to identify trends which helps us to better understand our customers
To combine with personal information that we collect directly from you (including survey responses) with any information that we obtain from third parties in order to classify our customers into segments, your personal or professional interests, demographics, experiences with our products and services including contact preferences. Coastline Graphics Ltd has a legitimate interest in understanding our customers and what will interest them for the best customer experience. These segments help us to understand our customers better. To the extent we receive data from third parties, this will be based on the permission you have given that third party to share your data with us.
Device information and details when using our WI-FI We do this to allow you to use our office WI-FI service whenever in our office location. We’ve got to do this to perform our contract with you. We will also ask if you want to consent to email marketing through this registration.
Financial information, social media information When combined with personal identification and contact details to investigate cases of fraud. Coastline Graphics Ltd has a legitimate interest in protecting ourselves from various types of fraud.
Your image on CCTV To ensure the safety and security of colleagues and customers and the prevention or detection of unlawful acts Coastline Graphics Ltd has a legitimate interest in protecting itself from crime and to provide a safe working environment for our staff
To administer parking regulations in our office locations Coastline Graphics Ltd has a legitimate interest to ensure that parking regulations are adhered to.

In some circumstances, we also need to provide your information to enable us to comply with legal or regulatory requirements, such as criminal or whistleblowing investigations. We will do this where Coastline Graphics Ltd has a legal obligation to provide such personal information to the authorities and regulators to comply with the law.

We may also use publicly available information (such as from the electoral register) to ensure that our database is kept accurate and relevant. Coastline Graphics Ltd has a legitimate interest to ensure our database is kept up to date.

Personal information shared with Third Parties

Coastline Graphics Ltd only transfers your personal information to third parties where we can be sure that we can protect your privacy and your rights. We only transfer the information which is needed to provide the goods and services and if we stop using a third party, we require them to remove or anonymise your information. We audit all our business partners to ensure data security. We do not, and will not, sell any of your personal data to any third party.

Security of your information

We want you to have confidence in how we use and hold your personal information. We have in place a range of organisational, procedural and technical security measures designed to protect your personal information from unauthorised use or disclosure. We regularly conduct security assessments against our web platforms and applications in order to provide you with the necessary trust and protection you expect when interacting with Coastline Graphics Ltd online services.

Links to other websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.

How long we will store your information?

We’ll hold on to your information for as long as is needed for us to be able to provide the relevant goods or services to you. Coastline Graphics Ltd general retention policy is to retain information for 6 years.

In some circumstances, such as to meet our legal or regulatory obligations, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may hold on to your personal information after we’ve finished providing services to you, or for longer than our general retention policy.

Your rights over your information

You have rights over your personal information and how it is used. The table below sets out these rights which are available to you (depending on how we collected your personal data) and how to make use of those rights.

If you would like to make a request for any of the rights detailed below, please click here.

Please be aware that we will need to verify your identity before providing any personal data to you. We do this to protection your information. We may also ask you to provide us some additional voluntary information to help us process your request more efficiently.

Your rights How to make use of those rights
Right to be informed about what we do with your information This Privacy Policy and any details provided when we capture your personal information will keep you informed about how we will use this information.
Right to access your information You can request access to the personal information we hold about you. This is normally called a Subject Access Request.  In most cases there is a small administration fee of £10.00 for this service.
Right to correct your information If you believe that the personal information we hold about you may be incorrect, then the easiest way to correct this is through calling our office staff and asking us to update your information.
Right to object to, or restrict, Coastline Graphics using your information In certain circumstances, you can ask us to stop processing your information or ask for us to limit the ways in which we process this information. However, we can refuse a request in some cases – we will provide you with information explaining why we have refused your request if we do this.
Right to delete your personal information (unless we have a reason to keep it) Some people call this the “right to be forgotten”. Unless we have a reason for keeping your personal information (for example, where we need this to provide a service to you or deal with an ongoing complaint), you can request for us to stop holding your personal information. If we need to hold on to your information we will tell you why we need to do this when we respond.
Right to stop direct marketing messages You can do this easily through unsubscribing at the bottom of our emails, or by contacting us.
Right to portability of your information You can ask us to move, transfer or copy your information so that you can use this information in a different service. To the extent we are able to do so, we will make this information available to you in a commonly used format so that you can transfer this to another service.

Special category data

Certain categories of personal information have additional protection under the GDPR. The categories include information about your health, racial or ethnic origin.

Coastline Graphics Ltd processes special category data where this is provided by you during the course of correspondence with us to inform us of any delivery/assistance requirements or as part of a complaint or grievance procedure or in relation to an accident or incident which has occurred on our premises. Coastline Graphics Ltd will process this information to provide you with the assistance you have requested or to deal with your complaint. Where you have asked us to provide assistance or special delivery instructions, we will do this on the basis of your consent to us using it in this way. Where we are processing this information in order to deal with a complaint, this processing will be necessary for the establishment, exercise or defence of legal claims made by or against us.

Marketing

If you have given us your contact details, we may use these (in accordance with any preferences you have expressed) to send you marketing messages by email, post, phone and social media to keep you aware of what we’re up to and to help you see and find our products. This includes sending details of special offers, services and promotions.

In order to help run our business Coastline Graphics Ltd has a legitimate interest to promote products using marketing to existing customers of Coastline Graphics Ltd.

When we collect your personal data, we give you the opportunity to opt-out of receiving those marketing messages by simply ticking the box. You are also free to opt out at any point and stop receiving marketing messages in the future. We have set out how to do this below.

How to stop marketing messages from Coastline Graphics Ltd

For email marketing, the best way to do this is to click the unsubscribe link in any emails sent to you, or fill in the form at the top of this page. You can also do this by calling us directly on 01284 717760

You can opt out of other marketing as follows:

  • For phone and direct mail– you can contact us on 01284 717760
  • For targeted or personalised adverts– you can update your Cookie preferences at any time (see Cookie section below and our Cookie Policy for how to do this).

It might take some time for our system to be updated, so you might get messages from us while we fully process your request, but we will ensure that we mark you as having opted out on our database as soon as we receive your request.

We are working on improving our customer experience to allow you to opt-out easily of our communications and cookies and we will update this policy and our Cookies policy as soon as we have this in place.

Please be aware that stopping marketing messages will not stop our service communications (such as order updates).

Cookies

Cookies are text files stored on your computer, and accessible only to the websites which create them.

Our website may from time to time use cookies and log files for statistical analysis, to understand user behaviour, to administer the site, to tailor the information presented to a user based on their preferences, and to improve user experience.  Any information gathered by our use of cookies is compiled on an aggregate, anonymous basis.

Most web browsers automatically accept cookies; however, you may delete, or disable cookies by following the instructions at http://www.allaboutcookies.org/manage-cookies/.  Please note that you may not be able to take full advantage of a website if you disable cookies.

Further information about cookies can be found on the Interactive Advertising Bureau’s website www.allaboutcookies.org.

External web services essential cookies – We occasionally use a number of external web services on the site, mostly to display content within our web pages, e.g. Facebook, YouTube.

Social Media

If you share our content through social media, for example by liking us on Facebook, following or tweeting about us on Twitter, or giving us a ‘+1’ via Google Plus, those social networks will record that you have done so and may set a cookie for this purpose.

In some cases, where a page on our website includes content from a social network, such as a Twitter feed, or Facebook comments box, those services may set a cookie even where you do not click a button.  As is the case for all cookies, we cannot access those set by social networks, just as those social networks cannot access cookies we set ourselves.

Log Files

Our systems automatically gather some anonymous information about visitors, including IP addresses, browser type, language, and the times and dates of webpage visits.  The data collected does not include personally identifiable information and is used, as described above, for statistical analysis, to understand user behaviour, and to administer the site.

Google Analytics

Our website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”). The information generated by the cookie about your use of our website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of our website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google.  Further information about Google’s privacy policy may be obtained from

http://www.google.com/analytics/learn/privacy.html

To opt out of being tracked by Google Analytics across all websites visit:

http://tools.google.com/dlpage/gaoptout

Third party sites

Our sites may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability of these policies. Please check these policies before you submit any personal data to these websites.

Transferring data internationally

In order to provide our goods and services we may need to transfer your information from your country of residence to another country in the usual course of our business. By dealing with us and submitting your personal information, you agree to the transfer, storage, and/or processing of your personal information outside of your country of residence as set out below.

Transferring outside of the EEA

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA who works for us or for one of our suppliers or group companies. By submitting your personal data, we agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of data transmitted to our site; any transmission is of your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Changes to our privacy policy

We may change this Privacy Policy from time to time, to reflect how we are processing your personal information. If we make significant changes, we will highlight the sections of the privacy policy that have been updated to allow you to review the changes.

This Privacy Policy was last updated on 25th May 2018.

How to contact us

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to

Coastline Graphics Ltd
Unit 1
Mitchell House
Skyliner Way
Bury St Edmunds
IP32 7YA

Unless we’ve said otherwise in this Privacy Policy, Coastline Graphics Ltd will be the “data controller” of your personal information. We determine the means and purposes for processing your personal information.

Data Protection Policy

Available on request

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