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    Privacy Policy

    Contents of the Privacy Policy

    1. Introduction
    2. Explaining the legal bases we rely on
    3. When do we collect your personal data?
    4. What sort of personal data do we collect?
    5. How and why do we use your personal data?
    6. How we protect your personal data
    7. How long will we keep your personal data?
    8. Who do we share your personal data with?
    9. How can you stop the use of your personal data for direct marketing?
    10. Cookies
    11. Contacting the Regulator
    12. Any questions?

    1. Introduction

    • This Privacy Notice explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe.
    • We know that there’s a lot of information here, but we want you to be fully informed about your rights, and how Bendrey Brothers Ltd uses your data.
    • We hope the following sections will answer any questions you have but if not, please do get in touch with us.
    • It’s likely that we’ll need to update this Privacy Notice from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.

    2. Explaining the legal bases we rely on

    Thelaw on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:


    In specific situations, we can collect and process your data with your consent.

    For example, when you tick a box to receive email newsletters.

    When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

    Contractual obligations

    In certain circumstances, we need your personal data to comply with our contractual obligations.

    For example, if you order an item from us for home delivery, we’ll collect your address details to deliver your purchase, and pass them to our drivers or courier if applicable.

    Legal compliance

    If the law requires us to, we may need to collect and process your data.

    For example, we can pass on details of people involved in fraud or other criminal activity affecting Bendrey Brothers Ltd 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 may use your purchase history to send you or make available personalised offers.

    We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand, or develop new products/services.

    3. When do we collect your personal data?

    • When you create an account with us
    • When you use a trade account to make a purchase
    • When you place an order either online, via email, telephone or in our shop, and wish to have a delivery.
    • When you purchase a product or service in store or by phone but don’t have (or don’t use) an account.
    • When you engage with us on social media.
    • When you contact us by any means with queries, complaints etc.
    • When you ask us to email you information such as a product or quotation.
    • When you enter prize draws or competitions.
    • When you comment on or review our products and services.
    • Any individual may access personal data related to them, including opinions. So if your comment or review includes information about a 3rd party courier or a landscaper recommended by us who provided that service, it may be passed on to them if requested.
    • When you fill in any forms. For example, if an accident happens on our premise, a member of staff may collect your personal data.
    • We may collect data from publicly-available sources (such as Companies house), when you have given your consent to share information or where the information is made public as a matter of law.
    • When you visit our premises we have a CCTV system operating for the security of both customers and staff. These systems may record your image during your visit.

    4. What sort of personal data do we collect?

    • If you have an account with us: your name, billing/delivery address, orders and receipts, email and telephone number.
    • Details of your interactions with us through our store, or online.

    For example, we collect notes from our conversations with you, details of any complaints or comments you make and details of purchases you made.

    • Copies of documents you provide to prove identity where the law requires this.
    • Partial payment card information.
    • Your comments and product reviews.
    • Your image may be recorded on CCTV when you visit our premises.

    5. How and why do we use your personal data?

    We want to give you the best possible customer experience. One way to achieve this 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 my rights?’ section below.

    Remember, 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.

    For example, if you’ve asked us to let you know when an item comes back into stock, we can’t do that if you’ve withdrawn your general consent to hear from us.

    Here’s how we’ll use your personal data and why:

    • To process any orders that you make by using our website or in store. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.

    For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.

    • To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a records to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
    • To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We’ll do all of this as part of our legitimate interest.
    • To protect our customers, premises, assets and business from crime, we operate CCTV system on our premise which record images for security. We do this on the basis of our legitimate business interests.
    • To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
    • If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. Our aim is to protect the individuals we interact with from criminal activities.
    • To send you relevant, personalised communications by post or email in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest.
    • To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, product recall notices, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
    • To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering.
    • To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests.

    For example, we’ll record your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having

    • To comply with our contractual or legal obligations to share data with law enforcement.

    For example, when a court order is submitted to share data with law enforcement agencies or a court of law.

    • To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products or services more relevant to you.

    You are free to opt out of receiving these requests from us at any time by contacting us to update your preferences.

    6. How we protect your personal data

    • We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.
    • We secure access to all transactional areas of our website using ‘https’ technology.
    • Access to your personal data is password-protected, and sensitive data (such as payment card information) is secured by P2PE encryption.
    • We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.

    7. How long will we keep your personal data?

    • Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.
    • At the end of that retention period, your data will either be deleted completely 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 customer data retention periods:
    • When you place an order, we’ll keep the personal data you give us for 7 years so we can comply with our legal and contractual obligations.
    • If your order included a warranty, the associated personal data will be kept until the end of the warranty period.

    8. Who do we share your personal data with?

    We sometimes share your personal data with trusted third parties.

    For example, delivery couriers, for fraud management, to handle complaints, to help us personalise our offers to you and so on.

    Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:

    • 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.

    Examples of the kind of third parties we work with are:

    • IT companies who support our website and other business systems.
    • Operational companies such as delivery couriers.
    • Google/Facebook to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Notice for details.
    • For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.
    • We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
    • We may, over time expand, reduce or sell Bendrey Brothers Ltd and this may involve the transfer of divisions or the whole business to new owners. If this happens, your personal data will, where relevant, be transferred to the new owner or controlling party, under the terms of this Privacy Notice.
    • For further information please contact our Data Protection Officer.

    9. How can you stop the use of your personal data for direct marketing?

    You can stop direct marketing communications from us, write to Bendrey Brothers Ltd, The Sawmills, Bath Road, Bridgeyate, Warmley, Bristol, BS30 5JW.

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

    10. Cookies

    To learn more about how we use these and your choices in relation to these tracking technologies, please refer to our Cookie Policy.

    11. Contacting the Regulator

    If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

    You can contact them by calling 0303 123 1113.
    Or go online to

    If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.

    12. Contact Us

    If you have any questions that haven’t been covered by this Privacy Policy, please contact our Data Protection Officer who will be pleased to help you:

    • Email us at
    • Or write to us at Bendrey Brothers Ltd, Bath Road, Bridgeyate, Warmley, Bristol, BS30 5JW
    • This notice was last updated on 24/05/2018