Graceful Monkey Ltd. customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

• Contact details

• What information we collect, use, and why

• Lawful bases and data protection rights

• Where we get personal information from

• How long we keep information

• How to complain

Contact details

Email: production@gracefulmonkey.co.uk

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

• Occupation

• Payment details (including card or bank information for transfers and direct debits)

• Transaction data (including details about payments to and from you and details of products and services you have purchased)

• Usage data (including information about how you interact with and use our website, products and services)

• Employment details (including salary, sick pay and length of service)

• Information relating to compliments or complaints

• Records of meetings and decisions

• Account access information

• Website user information

We collect or use the following personal information for the operation of client or customer accounts:

• Names and contact details

• Purchase or service history

• Account information, including registration details

• Information used for security purposes

• Technical data, including information about browser and operating systems

We collect or use the following personal information for information updates or marketing purposes:

• Names and contact details

• Profile information

• Website and app user journey information

• IP addresses

We collect or use the following personal information to comply with legal requirements:

• Name

• Contact information

• Client account information

• Any other personal information required to comply with legal obligations

We collect or use the following personal information to protect client welfare:

• Names and contact information

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details

• Payment details

• Account information

• Purchase or service history

• Customer or client accounts and records

Children’s data:

Our services are not intended for children under 16, and we do not knowingly collect personal data from children. If we become aware that we have collected data from a child, we will delete it promptly.

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 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.

If your personal data is transferred outside the UK or EEA, we ensure that appropriate safeguards are in place to protect it, such as Standard Contractual Clauses approved by the European Commission.

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• 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:

• Information collected is used to assess how we are performing as a company, and how we can improve for clients.

Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• 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.

Our lawful bases for collecting or using personal information for information updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• 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.

Our lawful bases for compliance with legal obligations:

• Legal obligation – We are required by law to collect or use the information to comply with legal obligations. This includes obligations related to tax, employment, or regulatory reporting. Your data protection rights may be limited in such cases to the extent required to comply with these obligations.
• 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.

Our lawful bases for collecting or using personal information to protect client welfare are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• 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.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• 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.

Where we get personal information from

• Directly from you

• Publicly available sources

• Suppliers and service providers

Cookies and Tracking Technologies

We use cookies and similar tracking technologies on our website, products and in email to enhance your experience, analyse website and email usage, and track communications. These include:

• Essential Cookies: Necessary for the website to function properly, such as enabling secure login and account management features.
• Performance Cookies: Help us understand how visitors interact with our site by collecting usage statistics (e.g., pages visited, time spent on pages).
• Functional Cookies: Enable additional features like saving preferences (e.g., language settings) to provide a more personalized experience.
• Marketing and Advertising Cookies: Track your browsing habits to deliver targeted ads and measure their effectiveness.

You can manage your cookie preferences at any time through your browser settings.

If you disable some cookies, certain parts of our website may not function properly.

How long we keep information

How long we keep your personal information depends on the type of data and the purpose of processing. For example:

• Financial records (e.g., transaction details, payment information) are retained for up to six years to comply with tax and accounting obligations.
• Marketing data (e.g., preferences, IP addresses) is retained until you withdraw consent or after a period of two years of inactivity.
• Employment details are retained for up to seven years after the end of employment for legal and contractual purposes.
• Complaints data is retained for up to five years after resolution to manage any follow-up issues.

Once the retention period ends, we will securely delete or anonymise your information. If this is not possible (e.g., if stored in backup archives), we will securely isolate the data from further processing until deletion is feasible.

We retain Personal Data that you provide to us where we have an ongoing legitimate business need to do so (for example, as needed to comply with our legal obligations, resolve disputes and enforce our agreements).

When we have no ongoing legitimate business need to process your Personal Data, we securely delete the information or anonymise it or, if this is not possible, securely store your Personal Data and isolate it from any further processing until deletion is possible. We will delete this information at an earlier date if you so request, as described in the "Privacy Rights and Choices" section.

If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services, such as when you last opened an email from us. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.

We do not sell personal data onto third parties for marketing use, nor share data with third parties, unless required to deliver a particular service or project. Third parties may include payment processors, IT and software providers, CRM providers and legal advisors.

We are the data collectors and processors of the data we collect and are solely responsible for the correct use and storage of all collected data.

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

19 November 2024

We will inform users if our privacy policy is updated via our website.