Ambien Group 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
• Who we share information with
• How to complain

Contact details

Telephone

+44 020 8038 4323

Email

info@ambien.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)
• Usage data (including information about how you interact with and use our website, products and services)
• Information relating to compliments or complaints
• 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
• Addresses
• Purchase or service history
• Account information, including registration details
• Marketing preferences
• 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
• Addresses
• Marketing preferences
• Purchase or account history
• Website and app user journey information

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

• Names and contact details
• Address
• Account information
• Purchase or service history
• Customer or client accounts and records
• 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 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 or delete 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.

Our lawful bases for the collection and use of your data

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.

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.
• 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:
  • As a business, we have a legitimate interest in collecting and using personal information for the operation of client or customer accounts. This stems from the relevant and appropriate relationship we maintain with individuals who are our clients. When a client engages our services or purchases a product, there is a natural expectation that their information will be used to manage their account effectively, ensuring they receive the services they have requested. The benefit of collecting and using personal information in this context is to provide a seamless and efficient service, ensuring that all interactions related to their account – such as billing, order fulfilment, or customer support – are handled accurately and promptly. This level of personalisation enhances the customer experience, fostering trust and satisfaction in the service provided. By managing the account appropriately, we can also ensure compliance with legal and contractual obligations, such as keeping clients informed of updates or changes that may affect their account or services. We understand that collecting personal data carries potential risks, such as the misuse of information or privacy concerns. However, we carefully balance our interests with the rights of the individuals involved by ensuring that we only collect data necessary for the management of their accounts, and by implementing strong data protection measures. Additionally, individuals have transparency regarding how their data is used, and they maintain control over it, with options to update their information or close their accounts if they choose. In conclusion, our legitimate interest in using personal information for the operation of client or customer accounts is grounded in the need to fulfil the expectations of our clients and deliver a high-quality, reliable service, while ensuring that individuals’ rights and privacy are respected throughout the process.

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.
• 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:
  • As a business, we have a legitimate interest in collecting and using personal information for direct marketing purposes, as recognised under the GDPR. Our aim is to provide relevant information about products and services that may benefit our clients or potential clients. Direct marketing allows us to reach out to individuals who may have a genuine interest in our offerings, improving customer experience by delivering personalised and targeted content. The benefit of this approach is twofold. First, it enables us to maintain relationships with existing clients, keeping them informed about developments that could be useful to them. Second, it allows potential clients to discover products or services that they might otherwise not have known about, aligning with their needs or interests. In both cases, the objective is to provide value to individuals by offering helpful and tailored information, rather than generic advertising. We carefully consider the balance between our business interests and the rights and expectations of the individuals involved. While direct marketing may serve our interests, we acknowledge the potential risks or concerns, such as the intrusion of unwanted communications. To address this, we provide clear, easy-to-use options for individuals to opt out of receiving marketing communications, either by following an unsubscribe link or by directly contacting us. This ensures that individuals maintain control over their personal data and can object to marketing if it does not align with their preferences. In conclusion, our use of personal information for direct marketing purposes is designed to create mutual benefit while minimising impact on individuals’ privacy, ensuring that their rights are respected at all times.

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.
• 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:
  • As a business, we have a legitimate interest in collecting and using personal information to address queries, complaints, or claims raised by clients, based on their reasonable expectations. When individuals engage with our services or products, they naturally expect that we will be able to support them by handling any concerns, issues, or questions they may have efficiently and effectively. This legitimate interest serves to benefit both the business and the individual. By collecting and using personal data to manage queries or complaints, we are able to offer prompt responses, resolve issues, and ensure that any claims are properly addressed. This helps maintain customer satisfaction and trust, which are crucial to fostering long-term relationships. Additionally, it allows us to improve our products and services by identifying recurring issues or areas where clients may require better support. We recognise the potential risks associated with using personal data, such as concerns about privacy or data security. However, we take steps to minimise these risks by only processing the data necessary to resolve the issue in question and ensuring that robust safeguards are in place to protect that information. Furthermore, clients have a reasonable expectation that their data will be used for these purposes, as it is essential to addressing their concerns and maintaining the quality of service. In summary, our legitimate interest in dealing with queries, complaints, or claims is aligned with the reasonable expectations of our clients. It ensures that we can respond to their needs while safeguarding their rights and data, creating a fair and transparent balance between business interests and individual privacy.

Where we get personal information from

• Directly from you

How long we keep information

For information on how long we keep personal information, see our retention schedule at https://www.londonaudiovisual.co.uk/retention-schedule/

Who we share information with

Data processors

Hubspot – Marketing

This data processor does the following activities for us: They process and store our customer marketing records, email marketing to customers and sales enablement communications

Quickbooks

This data processor does the following activities for us: They process payroll and customer payment records as an independent controller.

Current RMS

This data processor does the following activities for us: They process our equipment rental inventory and customer allocation

LiveChatInc

This data processor does the following activities for us: They process the live chat service on our website

Dropbox

This data processor does the following activities for us: They allow us to share and store files with clients

Google Drive

This data processor does the following activities for us: They allow us to share and store files with clients

Google Mail

This data processor does the following activities for us: They provide our email service, allowing us to communicate with customers

Others we share personal information with

• Organisations we’re legally obliged to share personal information with

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

5 September 2024