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Privacy Policy
About our Privacy Notice
Willows Fishery Ltd (company registration number 12257577) trading as Willows Retreats Ltd takes your privacy seriously and we are committed to protecting your personal information. Our Privacy Notice explains how we collect, use, and share personal information in the course of our business activities. In order to help you find what you are looking for, we have divided the information into the following sections.
The personal information we collect and when and why we use it
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Legal basis for using your personal information
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Sharing your personal information with others
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How we use your personal information for marketing purposes, profiling, and analytics
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How we protect and store your personal information
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Cookies
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Legal rights available to help manage your privacy
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How you can contact us
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This Privacy Notice covers Willows Retreats, its websites, mobile applications, and mobile websites (collectively referred to as the “Platforms”)
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Providing your personal information
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You do not have to provide your personal information to us, but if you do not provide certain information, we will only be able to provide limited products and services to you.
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Updates
We may amend this Privacy Notice from time to time to keep it up to date with legal requirements and the way we operate our business. If we decide to change our Privacy Notice we will place any updates on this webpage and the privacy sections of any relevant Platforms. Please regularly check this webpage and the privacy sections of any relevant Platforms for the latest version of our Privacy Notice. If at any point we decide to make fundamental changes to our Privacy Notice, we will seek to inform you by notice on our website or on the relevant section of any other Platform or email.
Third Party Websites
You might find external links to third party websites on our Platforms. Our Privacy Notice does not apply to your use of a third-party site. We are not responsible for the privacy practices of websites that are not operated by Willows Retreats Ltd and encourage you to read the privacy statements of any such third-party site.
The personal information we collect and when and why we use it
Personal information we collect and use if you make a booking with us
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When you book an accommodation with us, we will collect, process and use personal information so that we can deal with all aspects of your booking.
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Types of personal information we collect
The types of personal information we collect when you make a booking with us includes your:
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name
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title
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date of birth
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address
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contact details (including email address and telephone/mobile number)
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gender
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booking reference
How we use this personal information
We use your personal information to:
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fulfil our agreement with you and/or deal with your booking or intended booking or other details relating to your booking, or contacting you if there is a problem with your booking
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process payments for your booking, fulfil requests for refunds and for accounting or audit purposes
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provide access to other products and services (such as welcoming services)
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conduct customer satisfaction surveys so that we can obtain a better understanding of how we can continue to improve the products and services we offer or help us to create new ones. During these surveys we may collect personal information from you relating to your thoughts/comments about your experience with us
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manage our business such as for systems testing, IT maintenance or development training, benchmarking and performance measurement
Special categories of personal information we collect and use
We use special categories of personal information to:
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provide you with special assistance
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address a security or medical incident
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comply with legal or regulatory requirements
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as you may authorise or consent to additionally from time to time
We do not generally collect special categories of personal information from you (or those you are booking for), but where we do, we seek to minimise the collection and use of it and handle it with extra care. We also share this information with third parties (who help manage our business and deliver services)
Where you (or any other person on the booking) provides us with special categories of personal information you agree that you have voluntarily provided such information, and you consent (and the other person travelling consents) for us to use that information for the purposes for which it was collected.
Making a booking on behalf of another person
If you are making a booking on behalf of another person(s), it is your responsibility to obtain their consent to make the booking and share their details with us (as anticipated by this Privacy Notice), which we will assume that you have done prior to making the booking. It is also your responsibility to represent that person during the booking process, which means that you will need to provide us with the information required to make a booking, such as the full name of the person concerned, and explain to that person how we will use their personal information as set out in this Privacy Notice. Where required by local laws, we would advise you to keep a record of their agreement and provide them with a copy of, or link to, this Privacy Notice.
Personal information we collect and use if you have any queries about any of our products or services
If you have any queries about any of our products or services, compliments or complaints, or requests, we will need to collect information from you, including your contact details, in order for us to respond to your query or provide you with assistance. We will collect this information when you submit a form on our Platforms, send us an email, call our customer service centre, or contact us via another form of communication such as through social media or an online chat tool.
Types of personal information we collect
The types of personal information we collect includes your:
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name
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title
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date of birth
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address
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contact details (including email address and telephone/mobile number)
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booking reference
Depending on the nature of your query, we may need to collect special categories of personal information from you so that we can properly understand the nature of your query or request. More details on Special categories of personal information we collect, and use are above.
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We also keep a record of the communications we have with you including call recordings so that we can monitor and improve the quality of our services, comply with relevant legal obligations and to make and defend claims. In each case, we do so in compliance with applicable laws.
How we use this personal information
We use your personal information to:
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address your inquiry or any other interaction with us as efficiently as possible
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analyse the types of inquiries received to improve our products and services and interactions with our customers
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manage any claims you make for compensation or otherwise
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as you may authorise or consent to additionally from time to time
Personal information we collect and use when you use our Platforms
Our Platforms use cookies. A “cookie” is a small computer file which is downloaded to your device. It collects information as to how you navigate our Platforms and the internet, and helps us provide better Platform services to you and tailor certain content. Cookies may collect personal information about you. For more information on how we use personal information when you use our Platforms and how to manage cookie settings see when and how we undertake analytics and profiling and Cookies below.
Personal information we collect and use for legal, compliance, regulatory and crime detection and prevention purposes
We process your personal information so that we can meet our legal, compliance and regulatory obligations, for legal purposes, such as to respond to a valid legal claim, summons or regulatory order, and to protect our property, rights and interests as well as the property, rights and interest of other persons.
We also process your personal information for crime prevention and detection purposes, including the prevention of fraud for online payments, for identity verification, for credit checking and credit scoring purposes and accounting or audit purposes. If you visit one of our local offices, retail centres or other properties, you may be monitored by closed circuit television for security purposes. In each case, we do so in compliance with applicable laws.
Legal basis for using your personal information
We will only collect, process use, share and store your personal information where we are satisfied that we have an appropriate legal basis to do this. This may be because:
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we need to use your personal information to perform a contract or take steps to enter into a contract with you. For example, to manage your booking with us, to take payment for your booking,
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we need to use your personal information for our legitimate interest as a commercial organisation. For example, we may record calls to our customer service team so that we can review how we handle calls and make any necessary improvements. We may also capture your interactions with our website and booking journey via tools on our website in order to identify errors or issues and ensure your customer experience meets expectations. In all such cases, we will look after your information at all times in a way that is proportionate, that respects your privacy rights and is in accordance with our Privacy Notice, and you have a right to object to processing as explained in Legal rights available to help manage your privacy;
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we need to use your personal information to comply with a relevant legal or regulatory obligation that we have.
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we have your consent to using your personal information for a particular activity.
How we use personal information to keep you up to date with our products and services
We use personal information to let you know about products and services that we think may be of interest to you. This may be based on your preferences, derived from Cookies, inferred from your interactions with us including on our social media accounts or market research. We may also let you know about our corporate services which we believe may be relevant to you in a professional capacity.
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We also work with social media and other digital platforms to provide you with advertisements within those platforms. We provide them with your name and contact details (such as your email address or phone numbers). If these social media and digital platforms match profile information provided by us with your profile information held by them then they will serve you our advertisements. The social media platforms will not identify you or share other personal information in your social media account to us.
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We will only send you direct marketing, whether about us, carefully selected third parties or partners, products, or services, in accordance with your marketing preferences. We may contact you by email, SMS/text, social media, or through other communication channels that we think you may find helpful. If at any time you would like us to stop sending you marketing material, Contact us or choose the relevant "unsubscribe" option set out below.
Where required under applicable privacy laws:
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we will take steps to ensure that prior to profiling your personal information for a legitimate interest that our legitimate interest is not overridden by your own interests or fundamental rights and freedoms; and
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you may have rights to object to us profiling your personal information. You can learn more about such rights in Legal rights available to help manage your privacy.
How we protect and store your personal information
Protection of your personal information
We have implemented and maintain appropriate technical and organisational security measures, policies and procedures designed to protect the personal information that you share with us and safeguard the privacy of such information. For example, the measures we take include:
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placing confidentiality requirements on our staff members and service providers;
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destroying or permanently anonymising personal information if it is no longer needed for the purposes for which it was collected; and
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following security procedures in the storage and disclosure of your personal information to prevent unauthorised access to it; and
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using secure communication channels such as SSL ("secure sockets layer") or TLS (“transport layer security”) for transmitting data that is sent to us. SSL and TLS are industry standard encryption protocols used to protect online transaction channels.
As the security of information depends in part on the security of the computer you use to communicate with us and the security you use to protect user IDs and passwords, please take appropriate measures to protect this information.
Here are some simple steps you can take to ensure your personal information is kept securely:
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keep your booking reference confidential - It is important that you keep your booking reference confidential at all times.
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if you are travelling in a group and would prefer that your individual booking details are not available to other passengers you may choose to have each person make a separate booking (to be paid for individually);
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be aware of "Phishing", which is where someone tries to represent themselves as someone else to gain information from you - always check whether emails from any sender are actually from them, and if in doubt, go directly to their website and do not click on links in emails, as these may take you to "clone" websites which use your information illegally.
Storage of your personal information
We keep your personal information for as long as is reasonably necessary for the purposes for which it was collected. For example, to manage bookings, as explained in this Privacy Notice. We will ensure that it is disposed of in a secure manner.
In some circumstances we may store your personal information for longer periods of time, for example, where we are required to do so in accordance with legal, regulatory, tax, or accounting requirements. In specific circumstances we may store your personal information for longer periods of time so that we have an accurate record of your dealings with us in the event of any complaints or challenges, or if we reasonably believe there is a prospect of litigation relating to your personal information or dealings.
Cookies
A “cookie” is a small computer file which is downloaded to your device. It collects information as to how you navigate our Platforms and the internet, and helps us provide better Platform services to you and tailor certain content.
Cookies may collect personal information about you. Cookies help us remember information about your visit to our Platforms, like your country, language and other settings and searches. Cookies enable us to understand who has seen which webpages and how frequently, and to determine which are the most popular areas of our Platforms. They can also help us to operate our website more efficiently, and make your next visit easier and customise your view of the Platforms to reflect your preferences and activities. They also help us tailor our marketing and advertisements to you on our Platforms, other websites you visit, social media platforms and your other devices.
For more information on how we use cookies please read our Cookie Policy, where you can also find information so you can delete cookies or block certain types of cookie. You should note that this may have an impact on our ability to provide the Platform services to you.
See also our section on When and how we undertake profiling and analytics.
Legal rights available to help manage your privacy
If you are subject to laws that provide you with such rights, depending on certain exceptions, and in some cases dependent upon the processing activity we are undertaking, you may have certain rights in relation to your personal information:
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To access personal information
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To rectify / erase (‘right to be forgotten’) personal information
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To restrict the processing of your personal information
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To object to the processing (including direct marketing) of personal information
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To transfer your personal information
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To obtain a copy of personal information safeguards used for transfers outside your jurisdiction
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To lodge a complaint with your local supervisory authority
If you wish to access any of the rights set out above, we may ask you for additional information to confirm your identity and for security purposes, in particular before disclosing personal information to you. We reserve the right to charge a fee where permitted by law, for example, if your request is manifestly unfounded or excessive.
You can exercise your rights by emailing us at willowstreats.co.uk. Subject to legal and other permissible considerations, we will make every reasonable effort to honour your request promptly or inform you if we require further information in order to fulfil your request.
We may not always be able to fully address your request, for example, if it would impact the duty of confidentiality we owe to others, or if we are legally entitled to deal with the request in a different way.
Right to access personal information
You have a right to request that we provide you with a copy of your personal information that we hold and you have the right to be informed of: the source of your personal information; the purposes, legal basis and methods of processing; the data controller’s identity; and the entities or categories of entities to whom your personal information may be transferred.
Right to rectify or erase personal information
You have a right to request that we rectify inaccurate personal information. We may seek to verify the accuracy of the personal information before rectifying it.
You can also request that we erase your personal information in limited circumstances where:
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it is no longer needed for the purposes for which it was collected; or
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you have withdrawn your consent (where the data processing was based on consent); or
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following a successful right to object (see right to object); or
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it has been processed unlawfully; or
We are not required to comply with your request to erase personal information if the processing of your personal information is necessary:
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for compliance with a legal obligation; or
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for the establishment, exercise or defence of legal claims.
Right to object to the processing (including direct marketing) of your personal information
You can object to any processing of your personal information which has our legitimate interests as its legal basis, if you believe your fundamental rights and freedoms outweigh our legitimate interests.
If you raise an objection, we have an opportunity to demonstrate that we have compelling legitimate interests which override your rights and freedoms.
You can request that we stop contacting you for marketing purposes.
You can request that we not transfer your personal information to unaffiliated third parties for the purposes of direct marketing or any other purposes.
Right to restrict the processing of your personal information
You can ask us to restrict your personal information, but only where:
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its accuracy is contested, to allow us to verify its accuracy; or
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the processing is unlawful, but you do not want it erased; or
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it is no longer needed for the purposes for which it was collected, but we still need it to establish, exercise or defend legal claims; or
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you have exercised the right to object, and verification of overriding grounds is pending.
We can continue to use your personal information following a request for restriction, where:
How to contact us
The primary point of contact for all issues arising from this Privacy Notice is our Data Privacy Officer, who can be contacted at willowsretreats@outlook.com or by sending us a communication to Willows Retreats, The Willows, Wildmoorway Lane, South Cerney, Gloucestershire, GL7 5UZ United Kingdom.
If you have any questions, concerns or complaints regarding our compliance with this Privacy Notice, we encourage you to first contact our Data Privacy Officer. We will investigate and attempt to resolve complaints and disputes as quickly as possible and, in any event, within the timescales provided by applicable data protection laws.
Issue date of Privacy Notice: July 2021