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Bournes are committed to protecting the data we hold about you and comply with all relevant legislation including the General Data Protection Regulation (GDPR).
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.
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:
Depending on how you interact with us online we collect and use different kinds of information from or about you.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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
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.
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.
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.
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.
To ensure continuity of availability of data, a number of measures are taken:
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:
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.
You can read more about these rights here: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
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:
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.
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 firstname.lastname@example.org .
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.
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.
We keep our privacy notice under regular review. This privacy notice was last updated on 23rd May 2018.
T.Bourne & Son Ltd
Quality & Compliance Dept.
Our company is known for the way it looks after customers. This reputation is built on over 140 years of trust and the passionate team of people that have always believed in Bournes commitment to deliver excellent customer experiences.