Privacy Policy
TIDES AND TOWERS LTD customer privacy notice
This privacy notice tells you what to expect us to do with your personal information.
· What information we collect, use, and why
· Lawful bases and data protection rights
· Where we get personal information from
· How long we keep information
· Who we share information with
Contact details
info@tidesandtowers.com
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
· Names and contact details
· Addresses
· Gender
· Pronoun preferences
· Occupation
· Date of birth
· Payment details (including card or bank information for transfers and direct debits)
· Website user information
We collect or use the following personal information for information updates or marketing purposes:
· Names and contact details
· Website and app user journey information
We collect or use the following personal information for dealing with queries, complaints or claims:
· Names and contact details
· Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
· Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
· Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
· Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
· Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
· Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
· Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
· Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:
· Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
· Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
o Tailored Services: Personal information (such as client preferences, feedback, or project history) can be used to offer services that meet the specific needs of clients.
o Efficient Communication: Using contact details to communicate updates, schedules, or project progress is necessary to ensure smooth service delivery.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
· Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
o Client Relationship Management: Data may be processed to keep clients informed about new services, promotions, or content related to previous projects.
o Project Updates: Processing client’s contact information to update them on the status of ongoing projects or deliverables.
o Tailored Offers: Based on the type of video production services they previously used, clients can be sent personalized offers or suggestions for future projects.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
· Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
o Responding to Queries: Collecting and using personal information allows the company to efficiently respond to client questions about services, project details, or clarifications on agreements.
o Service Disputes: Handling complaints or claims may involve reviewing contracts, agreements, or communications, which often include personal details. Processing this information helps ensure both parties fulfil their obligations.
Where we get personal information from
· Directly from you
· Publicly available sources
How long we keep information
Client Data for Service Delivery
Purpose: Personal information related to delivering services (e.g., contact details, project details, communications).
Retention Period: Retained for 6 years after the end of the client relationship or the completion of the project, to comply with contractual obligations and protect against any legal claims (aligned with the statute of limitations for contractual disputes in the UK).
Reason: To handle any queries, disputes, or future updates to services related to past projects.
Marketing and Promotional Data
Purpose: Using personal data for sending marketing materials, updates, or promotions.
Retention Period: Retained for up to 2 years after the last interaction with the client or until the individual opts out.
Reason: This period allows for re-engagement with clients while respecting their right to withdraw consent or object to marketing.
Complaint and Claim Data
Purpose: Information related to handling complaints, disputes, or legal claims.
Retention Period: Retained for 6 years after the resolution of the complaint or claim.
Reason: To ensure that records are available in the event of legal disputes or follow-up investigations, in line with legal requirements for document retention in the UK.
Financial and Transaction Data
Purpose: Personal data related to invoicing, payments, and financial transactions.
Retention Period: Retained for 6 years from the end of the financial year in which the transaction took place, in accordance with UK tax law.
Reason: To comply with HMRC requirements for financial record-keeping and auditing.
Project Files and Creative Work
Purpose: Retaining video files, project assets, and creative work related to the client’s project.
Retention Period: Retained for 6 years after project completion unless otherwise specified in the contract or agreed upon with the client.
Reason: To allow for future project revisions, re-edits, or the reuse of assets in similar projects, with permission from the client.
Feedback and Surveys
Purpose: Data collected from client feedback or surveys for improving services.
Retention Period: Retained for 1 year after feedback is collected, unless the feedback is anonymized and used for long-term analysis.
Reason: Short-term retention ensures that the data is used for immediate improvements but not kept unnecessarily.
Prospective Client Data
Purpose: Information collected from potential clients or leads who have not yet engaged in a project.
Retention Period: Retained for 1 year after the last interaction unless the client opts in for longer-term marketing.
Reason: This allows sufficient time to convert leads into clients but respects their right to privacy if no engagement occurs.
Employee and Contractor Data
Purpose: Personal data related to employees, freelancers, or contractors involved in delivering the service.
Retention Period: Retained for 6 years after employment or contract termination.
Reason: Compliance with employment law and to address any post-employment claims or disputes.
Who we share information with
· Professional or legal advisors
· External auditors
· Organisations we’re legally obliged to share personal information with
· Publicly on our website, social media or other marketing and information media
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Last updated
17 September 2024