Customer Service

Our Privacy Mission Statement:

"At Direct Line Supplies, we value the trust placed in us by customers, suppliers and colleagues who give us their personal data. Data security is one of our highest priorities and we aim to be as clear as possible about what we do with personal data and why we do it."

Our Privacy Statement:

Your privacy is really important to us, and we understand how important it is to you. Our aim is to be as clear and open as possible about what we do and why we do it. Direct Line Supplies is committed to the online privacy of all its users.

This Privacy Policy regulates the use by Direct Line Supplies and its partner companies of the information you provide when using Direct Line Supplies websites. This website is run by the Direct Line Supplies Ltd and its partners ("we", "us", “our”).

We run this site in order to promote products and services and, where these are provided by our partners, to be the link between our customers and our partners. Our partners may have their own privacy policies which you should also look at.

Information We Collect

To be able to order from us we have to collect certain information from you. As part of this, you are required to give your contact information. We use the information given to us by you to provide the service you request from us in the way that is set out in this privacy policy. You can change you registration details easily through the account facilities available on the website or by getting in touch with our Data Protection Officer at the address below:

Username and password - if we collect a username and password, this is so we can keep your information safe and so that we can have your information to hand each time you visit us.

Name, address and postcode - without this we won't know where to send your order or to whom.

We also use postcodes to quickly get your full address to save you typing it out, and in some cases to identify whether we deliver or offer services in your area.

Email address - we send a confirmation of your orders via email.

Telephone numbers - if there are any problems with your order or we need to check anything, we need to be able to contact you quickly.

Payment card number, expiry date, issue no and name of card holder – when you purchase a product or service we need these details so we can collect payment in the same way as when we take payment in a store via chip and pin.

Where you heard about us - we may ask you this to help make our marketing more efficient.

Correspondence - if you contact us we may keep a record of that correspondence.

Third party information - if you give us information about another person, (for example if someone else is taking delivery for you or is included in the purchase of a product) you confirm that you have identified Direct Line Supplies to them and told them what we will use their information for, as set out in this Privacy Policy and that they have given permission for us to be able to use their personal information in the manner described.

IP addresses - when you visit our site, we will automatically receive your IP address, a unique identifier for your computer or other access device.

You may also provide us with personal information if you contact customer services, if you enter promotions or competitions run by us or if you get in touch with us in some other way, for example by way of an email facility provided on the website.

How We Use The Information We Collect

Our main uses of your information are explained above which in general is to process your orders, as well as to help us understand your needs and provide you with a better service. Your account may be used to store information about your previous purchases, personal preferences and shopping lists. But you should also be aware of the following uses:

Marketing - we (including our group companies and partners) and carefully selected third parties may use the information we collect to inform you, by letter, phone, SMS, push notification or equivalent, or email, about offers, products and services that we think may be of interest to you and we may tell you about other organisations' products and services. We will tell you about this when we collect your information and if you do not wish to receive these communications, please let us know. You can change your mind at any time by going to the account facilities available on the website or by contacting our Data Protection Officer at the address below. You can also unsubscribe following the instructions that we will include in any communication, such as email or text, we send to you.

Customer care and correspondence - as part of our customer care procedures, we may follow-up, either by letter, phone, SMS or email, customers who have purchased goods or services from our website or who have posted comments about DLS Shop on the internet, for example to resolve a complaint or to ask for a testimonial.

Market research - from time to time, we may also use your information to contact you for market research purposes. We may contact you by letter, phone, SMS or email.

Personalise shopping - we may personalise your experience by using your past purchases and browsing habits to present special offers and new products and services that we think may be of interest to you. As technology develops this will really help us to improve our service to you.

Website improvement - to help us design our website and improve your experience, we may collect information about the way you use and access our website. Our web system collects information about each visitor, including IP address, the length of time spent on the website and the order in which pages are visited. We may employ third party experts to help us look at this information. However, we make sure that anyone we employ treats all information with the same sensitivity and security that we treat it. This is explained in more detail in the cookies section below.

Fraud Prevention - in order to protect our customers and us from fraud and theft, we may look at the information that we get from making identity checks and other information in our customer records, including how you conduct your account, and may pass this to other group companies, other retailers and to financial and other organisations (including law enforcement agencies) involved in fraud prevention and detection, to use in the same way. When you apply for products or services through our website you may also be required to go through a more detailed credit check on terms which will tell you about you first.

Your Privacy Rights

In addition to the right to be informed about how we use your personal data (as set out in this Privacy Policy), you have various other rights in respect of the personal data we hold about you – these are set out in more detail below. If you wish to exercise any of these rights, please contact info@dlsfoodservice.com:

Right to object: You can object to our processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal data for direct marketing purposes. Please contact us as noted above, providing details of your objection.

Access to your personal data: You can request access to a copy of your personal data that we hold, along with information on what personal data we use, why we use it, who we share it with, how long we keep it for and whether it has been used for any automated decision-making.

Right to withdraw consent: If you have given us your consent to use your personal data, you can withdraw your consent at any time. In particular, if you have given us consent to send you marketing emails, you can withdraw your consent by clicking the "unsubscribe" link in any marketing email which you receive, by emailing us at info@dlsfoodservice.com, writing to us at Direct Line Supplies ltd, 77 Sadler Forster Way, Stockton-On-Tees, TS17 9JY or, if you are registered to shop online you can manage your preferences on the manage my data tab or unsubscribe using any of the other methods above.

Rectification: You can ask us to change or complete any inaccurate or incomplete personal data held about you.

Erasure: You can ask us to delete your personal data where it is no longer necessary for us to use it, you have withdrawn consent, or where we have no lawful basis for keeping it.

Portability: You can ask us to provide you or a third party with some of the personal data that we hold about you in a structured, commonly used, electronic form, so it can be easily transferred.

Restriction: You can ask us to restrict the personal data we use about you where you have asked for it to be erased or where you have objected to our use of it.

No automated decision-making: Automated decision-making takes place when an electronic system uses personal data to make a decision without human intervention. You have the right not to be subject to automated decisions that will create legal effects or have a similar significant impact on you, unless you have given us your consent, it is necessary for a contract between you and us or is otherwise permitted by law. You also have certain rights to challenge decisions made about you. We do not currently carry out automated decision-making in relation to customers and suppliers, but we will notify you by updating this Privacy Policy if this changes.

We may need to verify your identity in order to process your request and ask you to provide valid identification documents to allow us to do so.

Storage of Data

We will not store your personal information for any longer than we need to, however we may be obliged by law to store your communications and personal information including activity logs and we may need to show details of these to government or authorised officials upon request. Like many websites, we use log files to monitor the effectiveness of our online marketing programmes

Security - at Direct Line Supplies ltd, information security is very important and we have taken many steps to make sure your shopping experience with us is secure. Information about you will be kept safe and secure. In order to prevent unauthorised access or disclosure of your information, we have put in place suitable physical, electronic and managerial procedures to protect and secure information that is collected online.

Keeping your information secure - to help us keep your information confidential you should:

1. Keep your password secret.
2. Never distribute the website addresses for pages that you have looked at while logged in as a registered customer.

Password - you should choose a password that is not obvious or known to anyone else. You should never give a third party your password, as you will be responsible for all activity and charges incurred through use of your password whether authorised by you or not. If you forget your password, you can request a new password, which will be emailed to the address we hold for you. You can change your password anytime through the account facilities on the website. Should we think that there is likely to be, or has been any breach of security, we may change your password and notify you of the change by email.

Payment Card Security - we use ___________ and the latest ________________ technology to make sure that the details you provide when placing an order are kept private and secure, making shopping on our website safe. Our secure server encrypts your credit or debit card number details along with your personal information and changes them into bits of code that are then securely sent over the internet. Your browser will show when you are in a secure environment by displaying either a locked padlock or an image of a key in the grey bar at the bottom of the page; it may also warn you when you are entering a secured environment as you go to place your order. Once your payment information is received by us, your payment card is processed through the same systems that handle our store sales - so they're tried and tested over many years of secure operation.

Security in our offices - access to your information is restricted in our stores and offices. Only employees who need the information to perform a specific job are granted access to personally identifiable information. The servers that store this information are kept in a secure environment.

Purchase Guarantee - we are so confident about security on our website that when you shop with us we back each of your credit card purchases with a guarantee. In the unlikely event that unauthorised use is made of your credit card, most card issuers either cover all the charges that result from the unauthorised use or may limit your liability to £50. If your credit card issuer holds you liable for any of this £50 we will reimburse you up to the full £50. This guarantee applies where the unauthorised use is as a direct result of giving us your credit card details on our secure server and not through your own fault.

Notification of Changes to This Policy

If we decide to change our Privacy Policy, we will post these changes on this website so you know what information we collect and how we use it. If at any point we decide to use personal identifiable information in a manner different from that stated at the time it was collected, we will tell you. You will have a choice as to whether or not we use your information in this different manner.

Feedback

We want to make sure we're giving you the information about privacy and security that you want - let us know what you think. If you have any feedback, questions or concerns, please email us at info@dlsfoodservice.com