Privacy policy

Introduction
Bates Office Services Ltd (ICO registration Z7503426) takes the security of your personal information very seriously. This Privacy Notice explains your rights and answers any questions you may have about how we handle your personal data.

If you need more information, contact us at: [email protected].

If you have entered into a contract with Bates Office, the controller of your data will be Bates Office Services Ltd.

Our policies and procedures follow the requirements of the 1995 EU Data Protection Directive (Directive 95/46/EC), the General Data Protection Regulation (GDPR, effective from 25 May 2018), and applicable national law.

1. What information do we collect?

We collect and process personal data when you interact with us and our products or when you purchase goods and services. This may include:

• Name
• Username and password
• Address, email, and/or phone number
• Job title
• Payment and delivery details (including billing and delivery addresses)
• Recordings of calls you make to our team
• Signed delivery notes
• Any other information you provide

2. How do we use your information?

We process your personal data for the following purposes:

• To fulfil a contract with you, including verifying your identity, taking payments, communicating with you, providing customer service, and arranging delivery.
• To comply with the law and regulatory requirements.
• To protect our business interests, including use in connection with legal claims, compliance, regulatory and investigative purposes.
• With your consent, to respond to comments or complaints.
• For personalisation, such as tailoring communications, website content, products, or services.
• To monitor use of our websites and services to check, improve, and protect our content and systems.
• To prevent fraud, using third-party providers (e.g., POS payment providers) to validate payment details.
• To monitor accounts to prevent, investigate, and report fraud, terrorism, misrepresentation, or crime.
• To record calls for quality, training, and security purposes.
• To invite you to surveys or market research.

We may also send you direct marketing about relevant products and services:

• Electronic direct marketing will only be sent with your consent, or where you are given the option to opt-out.
• You can opt-out of marketing at any time using the instructions in the communication.

3. Who do we share your data with?

We may share your personal data with:

• Our suppliers for product or service delivery
• Professional advisors such as auditors, legal and financial consultants
• Business partners and sub-contractors

Your data may also be shared with:

• Government authorities or law enforcement where required by law
• Third-party service providers who act on our behalf (e.g., website hosting, maintenance, credit/identity checks)

If our business is sold or merged with another, your data may be shared with advisers and new owners.

4. How long do we keep your data?

We only retain your personal data for as long as necessary:

• Customers – for the duration of your contract and in line with legal retention obligations (e.g., financial records). Data is securely erased when no longer needed.
• Prospective customers – until you unsubscribe from communications or stop interacting with our content.
• Customer service contacts – for as long as needed to resolve your query.

We may retain data slightly beyond retention periods to allow review and secure deletion. In some cases, the law may require longer retention.

5. Where is your data stored?

Your data is held in the UK. In limited cases, it may be transferred outside the EEA to meet legal or contractual obligations. We will ensure safeguards are in place before any transfer.

6. Your rights

You have the right to:

• Stop your data being used for marketing (unsubscribe at any time).
• Withdraw your consent at any time where consent has been given.
• Ask us to correct inaccurate or incomplete data.
• Request a copy of the personal data we hold about you.
• Request your data in a structured, machine-readable format (where processed automatically).
• Ask us to restrict processing of your data while a complaint is resolved.
• Request erasure of your personal data if:
  • You withdraw consent
  • It is no longer needed
  • You object to its use and we have no valid reason to continue
  • We have not handled it in line with our obligations

7. Contact us

For queries about this Privacy Notice, or to exercise your rights, contact our Privacy Team:

Email: [email protected]

If you are not satisfied with our response, you can contact the Information Commissioner’s Office (ICO): https://ico.org.uk