Privacy Policy
Nina Lancaster Interior Design customer privacy notice.
Registered name: Lowena Holdings Ltd
We are the controller of your personal data. For more information on controllers and their responsibilities please see our guidance on data protection principles, definitions, and key terms.
This privacy notice tells you what to expect us to do with your personal information.
Contact details
Email nina@ninalancasterinteriordesign.com
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
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Names and contact details
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Addresses
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Purchase or account history
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Payment details (including card or bank information for transfers and direct debits)
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Website user information (including user journeys and cookie tracking)
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Photographs or video recordings
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Records of meetings and decisions
We collect or use the following information for the operation of customer accounts and guarantees:
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Names and contact details
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Addresses
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Payment details (including card or bank information for transfers and direct debits)
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Purchase history
We collect or use the following information for service updates or marketing purposes:
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Names and contact details
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Recorded images, such as photos or videos
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Website and app user journey information
We collect or use the following personal information for dealing with queries, complaints or claims:
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Names and contact details
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Address
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Payment details
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Purchase or service history
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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 set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
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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. Read more about the right of access.
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Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
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Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
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Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
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Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
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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. Read more about the right to data portability.
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Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
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 services and goods are:
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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.
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Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
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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.
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Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
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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.
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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:
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We use the names and contact details of existing and past clients to keep in touch about our services, share updates about our work, and let them know about content we think will interest them, such as our newsletter. We only contact people with whom we have an existing professional relationship, and every communication includes a clear and easy way to opt out. We believe this benefits our clients as well as our business: many of our clients enjoy staying connected with our work and hearing about projects, and it enables us to maintain the ongoing relationships that our practice is built on. The information used is limited to basic contact details, is never shared with third parties for marketing purposes, and is not used in any way our clients would not reasonably expect. Anyone can opt out at any time and their preference is respected immediately. We consider that the benefit of staying in touch outweighs any minimal impact on privacy, given the limited data involved, the existing relationship, and the ease of opting out.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
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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.
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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:
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We use personal information such as contact details, correspondence and project records to respond to queries and resolve any complaints or claims fairly and efficiently. This benefits the people involved — it enables us to put things right quickly — and it protects our business by keeping an accurate record of how matters were handled. The information used is limited to what is relevant to the query or complaint, is not shared beyond those needed to resolve it (for example a supplier in the case of a damaged item), and is handled in the way anyone raising an issue would reasonably expect. We do not consider this creates any undue risk to the individuals involved, as we only use information they have provided to us in the course of our work together.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
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Directly from you
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Third parties:
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We sometimes receive personal information, such as names and contact details, from third parties who refer prospective clients to us. These include professional referral partners we work with, such as architectural and joinery practices, as well as existing and past clients who recommend our services to others. We only use this information to make contact about our design services.
How long we keep information
For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.
Who we share information with
Data processors
Cloud software providers: Intuit QuickBooks (accounting), Google and Apple (storage, email and documents), and Wix (website host). All UK/US based.
This data processor does the following activities for us: These providers store and process information on our behalf as part of the software services they supply to us. QuickBooks stores our accounting records, including client invoices; our accountant also accesses QuickBooks to manage our accounts. Google and Apple software store our project documents, client correspondence and cost schedules. Wix, our website host, processes enquiries submitted through our contact form. All providers are established, reputable services with their own data protection commitments, and we only use them to support the running of our business.
Others we share personal information with
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Professional or legal advisors
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Professional consultants
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Suppliers and service providers
Sharing information outside the UK
Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.
Organisation name: Various furniture, lighting and homeware suppliers
Category of recipient: Furniture, lighting, fabric and homeware suppliers and manufacturers
Country the personal information is sent to: EU member states (including France, Italy and Denmark) and occasionally the United States
How the transfer complies with UK data protection law: The country or sector has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge)
Where necessary, our data processors may share personal information outside of the UK. When doing so, they comply with the UK GDPR, making sure appropriate safeguards are in place.
Organisation name: Google, Apple and Intuit (QuickBooks)
Category of recipient: Cloud software and storage providers
Country the personal information is sent to: United States
How the transfer complies with UK data protection law: The country or sector has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge)
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: nina@ninalancasterinteriordesign.com
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
