Introduction

This privacy policy (and any other documents referred to in it) explain 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 your data and keep it safe. Please read this privacy policy carefully to understand our practices regarding your personal information. We know it may seem like a lot of information, but we want you to be appropriately informed about your rights and how we use your data. We hope the following sections will answer any questions you may have, but if not, please do get in touch.

We may update this notice from time to time. We will let you know if there is any significant change, but you're welcome to come back and check it whenever you wish.

This privacy policy was last updated on August 2022

We have a legal duty to protect the personal information that we collect under Privacy Legislation such as the UK GDPR, the Data Protection Act 2018 (the "DPA") and the Privacy and Electronic Communications Regulations 2003 (PECR).

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

Consent

We can collect and process your data with your consent in certain circumstances.

For example, we may ask you if you would like to receive news and offers. When we ask you this, we will always give you the option to tick a box informing us of your preferences.

To fulfil our contract to you

We can collect and process your personal data to fulfil our contract with you in certain circumstances.

For example, if you book a holiday with us, we'll collect your personal information to enable us to book your holiday and communicate with you about all the details.

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 Natalies Caravan Hire to law enforcement.

Legitimate Interest

In certain situations, we may process your data to pursue our legitimate interests in a way that might reasonably be expected as part of running our business and does not materially impact your rights, freedom, or interests.

For example; ensuring network and information security

Fraud and Anti Money Laundering prevention

Indicating possible criminal acts or threats to public safety

Personalising our website content to improve your customer experience

We may send you surveys to ensure we understand your experience and to make improvements where necessary.

When do we collect your personal information?

We may collect and use various types of personal information about visitors to our websites and guests who book a holiday with us or buy a holiday home from us, including:

• When you create an account with us.
• When you engage with us on social media.
• When you contact us with a query or make a complaint.
• When you ask us to email you about a holiday or service.
• When you choose to complete a survey that we send you.
• When you leave reviews or comment on our services.
• If you fill in any forms, e.g. booking an activity or when going to a spa.
• If an accident or incident takes place.

What types of personal data do we collect?

• Title
• Name
• Address
• Telephone number
• Age and DOB (Including children's or additional parties)
• Gender
• Online identifiers (E.g. IP address, cookies and other social media identifiers)
• Booking reference
• Client ID
• Proof of identity (e.g. passport & driving license)
• Financial information, e.g. bank/credit/debit details)

How and why do we use your personal data?

• To process any bookings that you make on our site. If we don't collect your personal data during checkout, we won't be able to process your booking, fulfil our contract with you and comply with our legal obligations.

For example, your details may need to be passed to a third party to supply or deliver the booking or service you ordered. We may keep your details for a reasonable period to fulfil any contractual obligations such as refunds, guarantees, etc.

• To respond to your queries, refund requests and complaints. Handling the information you provide enables us to respond. We may also keep a record of these to inform any future communication and demonstrate how we communicated with you throughout. We do this based on 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 services 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 process payments and to prevent fraudulent transactions. We do this based on our legitimate business interests. This also helps to protect our customers from fraud.
• With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by post, email, web, text and telephone through our contact centres about relevant products and services, including tailored special offers, discounts, promotions, events, competitions and so on.

Of course, you are free to opt-out of hearing from us by any of these channels at any time.

• 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, and legally required information relating to your bookings. 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 will be.
• 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.
• To comply with our contractual or legal obligations to share data with law enforcement and other authorities.

For example, when a court order is submitted to share data with Government functions & law enforcement agencies or a court of law e.g. HM Revenue or DWP.

• To send you surveys 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 in doing so as this helps make our products or services more relevant to you.
• Help inform business decisions, for example, which 3rd Party websites we partner with to ensure our advertising reaches our customers.
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How we use Sensitive Personal Information

We do not normally collect sensitive personal information from you as part of the booking process. However, suppose you make us aware of any special requests for your booking, including anything due to specific medical, dietary or religious requirements. In that case, we will note these to do our best to meet your request. We will not process this data for any other purpose.

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. This period will be determined based on business and/or legal requirements.

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.

If you need further information, please contact us

Your Rights in Your Personal Information

You have certain rights in respect of the personal information that we hold about you. To exercise any of these rights, please contact us.

We will process all personal data in line with your rights, in each case, to the extent required by and in accordance with applicable law only (including in accordance with any applicable time limits and any requirements regarding fees and charges). We will always respect your personal information rights. For more information on your rights, how to exercise these and when they apply, please see: https://ico.org.uk/your-data-matters/

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

There are several ways you can stop direct marketing communications from us:

You can

• Click the 'unsubscribe' link in any of our email communication that we send you. We will then stop any further emails from that division.
• If you do not wish to see advertising on social media, you can also manage this within your social media platform settings.

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

Cookies and other tracking technology

Our website uses "cookies" and other tracking technologies which are placed and stored on your computer's hard drives or in their browser memories if you agree when you visit our website. These are used for various purposes, including distinguishing you from other website visitors. You can manage all cookies using your browser settings or using a service such as https://www.aboutcookies.org.uk/managing-cookies. You can manage your preferences for the Facebook pixel through Facebook settings. 

How do we protect your personal data?

We treat your information with the utmost care and take all appropriate steps to protect it. We secure access to all transactional areas of our websites and apps using 'HTTPS' technology.

Access to your personal information is password protected, and sensitive data is secured and tokenised to ensure it is protected.

Changes to Our Privacy Policy

We reserve the right to modify this privacy policy from time to time. Any changes we make in the future will be posted on the following website: natscaravans.co.uk. You should check back frequently for any updates or changes to our privacy policy.

Any Questions?

We hope this Privacy Notice has helped set out how we handle your personal data and your rights to control it. Don't hesitate to contact our Data Protection Officer if you have any questions that haven't been covered. Who will be pleased to help you with any questions, concerns, comments, requests or complaints regarding this privacy policy, our website and/or our use of your personal information.

If you have any complaints regarding this privacy policy, you may also contact the UK Information Commissioner at telephone number 0303 123 1113 or https://ico.org.uk/make-a-complaint