Bournes is part of T. Bourne & Son Ltd, which includes the alternative trading names Bournes Home Moves, Bournes International Moves, Bournes Relocation Solutions, Bournes Business Moves, Cooks of Cranleigh and Turks Removals. This privacy notice explains how we use any personal information we collect about you when you use any of our services, interact with us online, apply for a position of employment within the company and/or become an employee of T.Bourne & Son Ltd.
2. How we use your information
This privacy notice tells you what to expect when T. Bourne & Son Ltd or any of its group of companies collect personally identifiable information.
We know that privacy is important to everyone. It is the nature of our business that we need to collect, process, use and retain non-public personal information. It is important to us that our customers, employees and other individuals with whom we work can trust us in taking care of their non-public information. We are committed to respecting those individuals whose personal information we handle in operating our business and delivering our services in accordance with applicable law, our own policies and those of the professional standards to which we are certified.
Bournes operate a strict Data Security and Information Assurance policy which sets out our commitment and instructions for maintaining and protecting the information we hold in compliance with the UK Data Protection Act (1998), GDPR regulations and the FIDI FAIM Privacy Principles, including:
- How people interact with us, either online or throughout the course of our services. Data collected is fairly and lawfully processed.
- We collect, process, store and disclose information only for the purpose intended and always according to a legal basis of processing, either with your consent, as part of a contractual agreement, due to a legitimate business interest or through our legal obligations regarding compliance. Data held is adequate, relevant and not excessive.
- We ensure non-public data is protected by appropriate security procedures with significant access controls to safeguard from loss, damage or unauthorised access at all times and is only processed in line with your rights.
- We do not keep information for longer than necessary in order to fulfil required services and comply with legal regulations. We ensure that after this date information is securely disposed of or deleted.
- We strive to ensure the data we hold is accurate and up to date and provide reasonable access to individuals to view and update their information, where necessary.
- Data is not transferred to other countries without adequate protection
- Bournes is committed to maintaining and protecting the information it holds on its customers and its operations. This includes protection from theft, loss or corruption through external or internal sources and contingency planning in the event of systems failure.
- Bournes is committed to a policy of protecting the rights and freedoms of individuals with respect to the collection, processing and storage of their personal data (by electronic and/or paper means) and complies with The Data Protection Act 1998 and GDPR regulations.
- All employees, partners, subcontractors and suppliers are responsible for ensuring that we protect the rights and freedoms of individuals in compliance with data protection laws.
- Employees, partners, subcontractors and suppliers should familiarise themselves with the Data Security and Information Assurance policy and their obligations under it, any non-compliance will be treated seriously and may involve disciplinary action.
2.1. When you interact with us online
Depending on how you interact with us online we collect and use different kinds of information from or about you.
2.1.1. Visitors to our website
When you visit www.bournesmoves.com we use third-party services to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site for the purpose of improving our website experience for our customers. This information is only processed in a way which does not identify anyone. We do not make, and do not allow any third-party software provider to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.
2.1.3. Search Engines
Our website search engine and results are powered by Google Search. Search queries are logged anonymously to help us improve our website experience for our customers. Individuals cannot be identified from the data stored by us or any third party.
2.1.4. Online Payment Portal
Our online payment facility is provided by WorldPay, a global leader in payments processing technology. Bournes is PCI DSS certified and does not retain any card details.
2.1.5. Blogs, Online Resources & E-mail campaigns
We use a third-party software provider, HubSpot, to deliver our blogs, online resources (downloads) and e-mail marketing campaigns. We gather statistics about visitors and engagements (opens / clicks / downloads) to help us monitor and improve these tools for our customers.
2.1.6. Security & Performance of our website
Bournes uses a third-party service to help maintain the security and performance of the Bournes website. To deliver this service it processes the IP addresses of visitors to the Bournes website.
2.1.7. Social Media
2.1.8. People who email us
We monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.
Data provided within emails, relevant to the services we provide on your behalf is handled in accordance to Section 2.3 of this privacy notice.
2.1.9. People who use our LiveChat service
We use a third-party provider, HubSpot, to supply and support our LiveChat service, which we use to handle customer enquiries in real time.
If you use the LiveChat service we will collect your name, email address (optional) and the contents of your LiveChat session. This information will be retained for two years following your most recent engagement with us and will not be shared with any other organisations.
2.2. When you use our services or express an interest in doing so
It is the nature of our business that we need to collect, process, use and retain non-public personal information and we know that privacy is important to everyone. It is important to us that our customers, employees and other individuals with whom we work can trust us in taking care of their non-public information. We are committed to respecting those individuals whose personal information we handle in running our business and delivering our services in accordance with applicable law, our own policies and those of the professional standards to which we are certified.
Bournes operate a strict Data Security and Information Assurance policy which sets out our commitment to maintaining and protecting the information we hold in compliance with the UK Data Protection Act and the FIDI FAIM Privacy Principles.
2.2.1. Use of Data Processors
Data processors are third parties who provide elements of our service(s) for us. We have contracts in place with our data processors. This means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any organisation apart from us. They will hold it securely and retain it for the period we instruct.
We will never sell your information to third parties.
We may from time to time pass your information on to third party companies who’s services you are interested in but only where you have asked us to do so. You can change your mind and opt out from receiving further information at any time.
2.3. People who make a complaint to us
When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.
We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.
We usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for six years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.
Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.
2.4. Information from Third Party Data Providers
We receive some data from third party providers, for example if you have provided your contact details to a comparison website for the purpose of obtaining a quote. Whenever we contact you we will let you know which party you originally provided your data to. We will only process your data for the purposes agreed to and are committed to only using data from providers who are compliant with the EU General Data Protection Regulations.
2.5. When you apply for a job or are a current or former employee
Bournes acts as the Data controller throughout the process of recruitment, employment and deployment within the company, unless otherwise stated. We have a separate HR privacy notice which details all our data protection as relates to recruitment and retention policies and procedures. If you have any queries about the process and how we handle your employment information, please contact HR@bournesmoves.com
3. How we keep your information secure
3.1. Electronic Information:
Bournes servers and all information stored locally are protected by a hardware firewall that prevents unauthorised intrusion into the network. Software solutions are also in place which constantly scan for malware and viruses on the network
3.1.1.Move Management Software Security:
Bournes utilise the Moveware Move Management system. This software platform is securely stored on our server. The security or access control is one of the most important features in the system especially when it's catering to a multi-company application like Moveware. Full details of Moveware Security features are available on request.
3.1.2.Access to Computers:
All computers within Bournes sites and company laptops used remotely are protected by unique usernames and user defined passwords. All staff are required to lock computers whenever away from their work station.
3.2. Hard Copy and Data Files:
All staff are required to ensure that any files not in current use are stored in filing cabinets that are locked at all times when offices are unoccupied. Any waste documentation produced is shredded and disposed of immediately.
3.3. Links to other websites
This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.
3.4. Data Integrity and Safeguards Programme:
To ensure continuity of availability of data, a number of measures are taken:
- All licensed software is stored outside the office securely.
- A comprehensive back-up procedure is in operation.
- All databases are fully backed up, either daily or weekly, including the logs.
4. Disclosure of personal information
In many circumstances we will not disclose personal data without consent. However, when we investigate a complaint, for example, we will need to share personal information with the organisation concerned and with other relevant bodies. Further information is available in our Data Protection and Information Assurance Policy about the factors we shall consider when deciding whether information should be disclosed.
You can also get further information on:
- agreements we have with other organisations for sharing information;
- circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics;
- our instructions to staff on how to collect, use and delete personal data; and
- how we check that the information we hold is accurate and up to date.
5. Your rights
Under the Data Protection Act 1998 and the GDPR, you have rights as an individual which you can exercise in relation to the information we hold about you.
- The right to be informed about how we collect and use your data
- The right of access to the personal data we hold about you
- The right to rectification of inaccurate or incomplete personal data
- The right to erasure of your personal data and to be 'forgotten'
- The right to restrict how we process your data
- The right to data portability for transfer of your data
- The right to object to processing of your data
- Rights in relation to automated decision making and profiling using your personal data
You can read more about these rights here: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
6. Access to personal information
Bournes endeavours to be as transparent as we can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:
- give you a description of it;
- tell you why we are holding it;
- tell you who it could be disclosed to; and
- let you have a copy of the information in an intelligible form.
To make a request to Bournes for any personal information we may hold you need to put the request in writing addressing it to our Quality & Compliance department, or in writing to the address provided below.
If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting our Quality & Compliance department.
7. Complaints and queries
Bournes endeavours to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive very seriously. We actively encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.
This privacy notice does not provide an exhaustive explanation of how we collect and use personal information, but it does aim to provide a clear and transparent summary, keeping your individual rights and best interests in mind. However, we are happy to provide any additional information or explanation needed, should you require additional information. This can be obtained by making a request as detailed below in the “How to contact us” section.
If you wish to make a complaint about the way we have processed your personal information, you can contact us via email at email@example.com .
You can unsubscribe from Marketing Communications at any time by clicking the unsubscribe / manage preferences link at the bottom of any marketing email you receive from us.
8. Monitoring and enforcement
We monitor compliance with this procedure and our privacy notice. All parties responsible for compliance are aware that any breach may lead to action being taken against them.
Risk assessments will be undertaken and recorded by the Finance and IT Director in consultation with IT providers.
Action required to remove, or control risks will be approved and actioned the Finance and IT Director in consultation with IT providers.
This procedure and related policies will be reviewed regularly in light of any legislative or other relevant developments.
If you believe your information is not handled in accordance with the applicable law or our privacy policies you may submit a complaint to our Quality & Compliance Department.
9. Changes to this privacy notice
We keep our privacy notice under regular review. This privacy notice was last updated on 23rd May 2018.
10. How to contact us
T.Bourne & Son Ltd
Quality & Compliance Dept.