Privacy & Cookie Policy

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive.

We use the following cookies:

• Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
• Analytical or performance cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
• Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
• Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests.

We do not share the information collected by the cookies with any third parties.

You can block cookies 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 website.

In this privacy policy “we”, “us” or “our” refers to Doulton Water Filters Limited. Our company details are as follows:

registered in England and Wales

• company number: 10183275
• registered office address: Albion Works, Uttoxeter Road, Longton, Stoke-on-Trent ST3 1PH
• trading address: Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire ST5 9BT
• VAT number: 432 0211 61

Get in touch:

Email: filtersales@doulton.com (we will endeavour to reply to your email within 48 hours)

Post: Lymedale Cross, Lower Milehouse Lane, Newcastle-under-Lyme, Staffordshire ST5 9BT (we will endeavour to reply to your letter within 14 days of receipt)

Online enquiry form: https://doulton.com/contact 

For the purposes of data protection law we will be a controller of your personal information (this means we make decisions about how and why your information is used, and that we have a duty to ensure your rights are protected).

Your privacy is important to us.

This privacy policy explains how and why we collect and use personal information, and what we do to ensure it is kept private and secure.

Our website is not intended for children and we do not knowingly collect data relating to children.

It is important that you read this privacy policy together with any other privacy policy or fair processing policy we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements other notices and privacy policies and is not intended to override them

Our business is constantly developing and improving to reflect that and any changes in law and regulation we may need to make changes to this privacy policy from time to time; you can see when it was last updated by checking the date at the bottom of this page. If you submit your personal details to us be sure to check back to this page to see if anything has changed.

The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
• Contact Data includes billing address, delivery address, email address and telephone numbers.
• Financial Data includes bank account and payment card details.
• Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
• Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
• Usage Data includes information about how you use our website, products and services.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

Collecting and using your information
 
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

•  Where we need to perform the contract we are about to enter into or have entered into with you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal obligation.

Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

We collect the following information about you and use it in the following ways:

• If you place an order on us for products you will need to provide us with your Identity and Contact Data, such as  your name, delivery address, email address and phone number). We will also require your Financial Data (unless you pay by PayPal) such as your payment card details and the name and address of the card holder. We will use this information to contact you about your order and to deliver the products to you. We will also keep a record of your Transaction Data, such as your product purchase history. This information will be used for our internal business purposes including to improve our products and to ensure that we have sufficient stocks of products available.
• If you are a business customer and you apply for credit you will need to provide us with the Identity, Contact and Financial Data of your directors or officers (name, home address, date of birth). We will use this information to carry out credit checks with credit reference agencies to assist in our decision as to whether, and on what terms, to give your business credit.
• If you contact us to request information about us or our products or to make a complaint you will need to provide us with your Identity and Profile Data, such as your  name, email address, business or home address and phone number. We will use this information to answer your enquiry, send you the requested information or literature or to respond to your complaint. If you provide us with any other personal information we will use that information to answer your enquiry or to respond to your compliant. Please only provide us with information that you believe is necessary for us to respond to you and which you are happy for us to process in accordance with the terms of this privacy policy.
• If you fill in a form on our website you will need to provide us Marketing and Communications Data together with the information requested in the form marked as “required”, “mandatory” or similar. We will use the information for the purposes described on the relevant form.
• If you visit our website we will collect Usage and Transaction Data such as the IP address used to access our website together with the dates and times of access. We will use this information for website administration, to help improve our website, to analyse browsing actions and trends and to gather statistical information as to where people are accessing our site from for internal use.

Before you disclose to us the personal information of another person, you must obtain that person’s consent to both the disclosure and the processing of that person’s personal information in accordance with this privacy policy. By disclosing such person’s personal information to us you confirm that you have the necessary consents to do so.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Sharing with third parties
 
We will not share your information with any third parties except:

• where we have your permission;
• where required in order to fulfil your order including for the purposes of processing payment from you (unless you pay by PayPal in which case we will not receive your payment details) and delivering the products to you;
• to debt collection agencies;
• if you are a business customer, to credit reference agencies (to assist in our decision as to whether, and on what terms, to give your business credit);
• to our professional advisers for the purposes of obtaining professional advice or establishing, exercising or defending legal rights; or
• where we are required by law and to law enforcement agencies, government entities, tax authorities or regulatory bodies.

We will not share your information with third parties for marketing or market research without your explicit consent.

Promotional and marketing information

If you have purchased goods from us we will where you have opted in to receive such communications, send you email updates with special offers and details of our products.

You can also choose to receive promotional and marketing information from us by opting-in to such communications via our website or when setting up an account on our website. When you opt-in you will be able to choose what methods we use to contact you; either phone or email. Please only provide us with your phone number and/or email address if you are happy for us to contact you by that method of communication. You can change your preferences or opt-out at any time by using the details set out below.

We sometimes contact business customers and business contacts without their prior consent in order to promote our services and build relationships. If you are a business customer or contact and we have contacted you it is because we think these communications may be of interest or relevance to you. You can change your preferences or opt-out at any time by using the details set out below.

If you change your mind about how you would like to receive such information or you no longer wish to receive this information, you can tell us at any time:

• if you receive a marketing email from us and no longer wish to receive such emails from us; by using the “Unsubscribe” link in the email;
• by contacting our Customer Services team (by email to filtersales@doulton.com with the word “Unsubscribe” in the subject line;
• by posting a letter to us including your full name, email address and the word “Unsubscribe”; or
• by clicking the “unsubscribe” link in the marketing emails you receive from us.

You can also contact us using these details if you wish to complain about a marketing communication you have received in error.

Keeping your information safe

We employ a variety of physical, technical and organisational measures to keep your information safe and to prevent unauthorised access to, or use or disclosure of it. Electronic data and databases are stored on secure computer systems and we control who has access to them (using both physical and electronic means).

Any payment information you provide will be sent to us via a secure SSL connection which provides an encrypted link between your web browser and our web servers.

We cannot absolutely guarantee the security of the internet or external networks or your own device, accordingly any online communications (e.g. information provided by email or through our website) are at your own risk.

You shall be responsible for keeping any user access information for your account secure and confidential.

 
How long will we keep your information?

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

Generally, for legal reasons, we will usually keep your data for 7 years. We will never keep payment card information.

We regularly review what data we have and delete that which is no longer necessary.

Where will we keep your information?

We will usually keep your information within the European Union (EU). If we or one of our subcontractors (such as a payment processor or courier) need to transfer it outside of the EU then we will take steps to make sure adequate levels of privacy protection, in line with UK data protection law, are in place. These safeguards will usually be contractual and/or the result of a European Union decision which allows the transfer of your information.

We use SurveyMonkey, an email services platform based in the US, to manage and send email communications. If you receive emails powered by SurveyMonkey, this will mean your information has been transferred to the US. You can learn more about SurveyMonkey by visiting its privacy policy at https://surveymonkey.co.uk/mp/policy/privacy-policy/.

Cookies and Online Technologies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see Cookie Usage Policy

Third party websites
Our website may contain links to third party websites. The privacy policy for those websites will be different to our privacy policy and you should read the applicable privacy policy before submitting information to any such third party.

Your legal rights
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

You have the right to:

• Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
• Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
• If you want us to establish the data's accuracy.
• Where our use of the data is unlawful but you do not want us to erase it.
• Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
• You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
• Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you are not happy with our response, or you believe that your data protection or privacy rights have been infringed, you should contact the UK Information Commissioner’s Office, which oversees data protection compliance in the UK. Details of how to do this can be found at www.ico.org.uk. 

This page was last updated in May 2023

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