Last updated: November 2020
1. Important information and who we are
We are LMF Lettings (“we” or “us”).
2. What personal information do we collect?
We will only collect special categories of personal information where this is required by us or our suppliers to provide our service to you or is provided by you or on your behalf or on behalf of someone in your party. We will only process this information to meet your specific requirements (for example, where you provide us with health information, including any difficulties with mobility) or where we are required to do so.
3. How do we use your information?
We will only use personal information when the law allows us to. The information you provide may be used in a number of ways, for example:
- To enable us to complete your booking or related travel arrangements (if you are making a booking);
- To tell you about our services;
- To help us to provide details or information you may have requested;
- To manage customer service queries, including complaints;
- To personalise our services to you, for example regarding any repeat visits to our website;
- To tell you about other products and services we think may be of interest to you;
- For statistical purposes when we evaluate our range of services or the success of our services.
4. On what legal basis will we process your information?
We will always process your personal information on lawful grounds and in particular on the grounds set out below:
Performance of a contract
If you make a booking through us, we will use the details that you give us to provide that booking to you. This information is likely to include your name, date of birth, contact details, address, payment details, information about people travelling with you, information about your booking and any additional information we may need to help fulfil our contract with you, or to meet your specific requirements.
We want to give you the best possible customer experience whilst respecting your privacy, therefore we may use the ground of legitimate interest as a lawful basis to process your personal information.
We may use your name and contact details to tell you about our own products and services that we think may be of interest to you. You can ask us to stop doing so at any time.
We may use some of your personal information for statistical purposes when we evaluate our range or success of services.
We may share your email address with Google and/or Facebook (acting as our processors) for them to use on our behalf in connection with the creation of marketing and promotion for us, as well as to enhance your experience as a guest or as a customer to our website. This may include Google and/or Facebook using their socio-demographic information about you to identify other people like you, with similar interests to present our marketing to. This socio-demographic information is not used for any other purpose nor shared with any other party. No information about other individuals identified from these networks is shared with us at any time.
We may also use your personal information in the event of a travel crisis or other unforeseen travel incident whereby we may need to provide your contact details to a third party to allocate you with emergency assistance.
We may ask your consent to share your name and contact details with selected third parties companies so that they can tell you about their products and services.
You can withdraw your consent at any time, by clicking on the ‘opt-out’ or ‘unsubscribe’ option at the end of any marketing email we have sent to you, or by contacting us (see section 12 below).
We may also disclose your personal information without your permission to the extent that we are required to do so by law or regulation. This includes providing your personal information to public and/or government authorities, relevant third parties or other organisations if we are legally required or permitted to do so, or if we, in good faith, believe that such use is reasonably necessary to:
- Comply with a legal obligation, process or request;
- Comply with government direction in respect of NHS Test and Trace;
- Enforce our booking conditions and other agreements, including investigation of any potential breach;
- Detect or prevent crime;
- Address security, fraud or technical issues;
- Protect the rights, property or safety of us, our users, owners, customers, employees, contractors, a third party or the public;
- As required by any legal or taxation authority and to the extent that we are required to do so by law or regulation.
5. Who will you share my personal information with?
We may share your personal information with:
- Our employees and contractors as is necessary in order to provide our services to you;
- Service providers, acting as processors who provide IT, system administration services, website hosting and support, marketing services and other services;
- Professional advisors, including bankers, lawyers, auditors, accountants, insurers who provide us services;
- Payment service providers;
- HM Revenue & Customs, regulators and other authorities;
- Third parties who we may need to work with to deliver services or fulfil travel plans on your behalf, for example, experience providers;
- Third party booking or distribution platforms and travel agents and third party partners;
- Customer review companies and marketing service providers;
We require all third parties to respect the security of your personal information and to treat it in accordance with the law. Third parties are only permitted to process your personal information for specified purposes and in accordance with our instructions.
We may also disclose your personal information without your permission in connection with any legal proceedings or prospective legal proceedings, and in order to establish, exercise or defend our legal right.
6. Updating Your Details?
It is important that the personal information we hold about you is accurate and correct. Please tell us if your personal information changes during your relationship with us.
If you would like to change any of your personal information or preferences relating to the way in which we use your personal information, including for direct marketing, then please update your user preferences or get in touch (see our contact details in section 12).
7. How long will we hold your information for?
We will keep your information whilst it is required for the relevant purposes or to meet legal requirements. Where your information is no longer required, we will ensure it is disposed of or deleted in a secure manner. 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.
We will process your financial information, such as payment card details, for the purpose of processing payments, however we do not retain any payment card details once the payment has been accepted.
8. Your rights
You have the right to ask us at any time:
- To send you a copy of any personal information that we hold about you;
- To correct any inaccuracies in your personal information and to add relevant details where the personal information we hold is incomplete;
- To delete (to the extent possible) any of your personal information, in certain circumstances;
- To stop processing your personal information, in certain circumstances;
- To transfer your personal information to another organisation or to you, in certain circumstances;
- To restrict the processing of your personal information, in certain circumstances;
- To stop sending you marketing material (which does not include service related communications, such as email updates, which we will continue to send you).
Where we have made a decision that affects you by processing your personal information automatically, then you have the right to speak to someone to discuss that decision.
Where we process your personal information on the basis that you have given us your consent to do so, then you may contact us at any time to withdraw your consent.
You are not required to pay any charge for exercising any of these rights, unless your request is unfounded or excessive. If you wish to exercise any of these rights, get in touch (see our contact details in section 12). We aim to respond to requests within one month. If your request is particularly complex it may take us longer to respond and in this case, we will notify you and keep you updated. You may not have a right to information if we have responded to a request and you have made a repeat request without a reasonable period of time passing between the requests.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal information (or to exercise any of your other rights). This is a security measure to ensure that personal information 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.
10. When do you monitor telephone calls?
We may from time to time record telephone calls you have with members or our staff for training purposes and to improve the quality of our service.
You have the right to raise concerns about our use of your personal information with the Information Commissioner’s Office (https://ico.org.uk) or the supervisory authority that would be applicable to you, at any time, but we encourage you to contact us in the first instance so that we may discuss your concerns.