Complaints Procedure

Most problems can be dealt with as a matter of course and through normal conversation.

However, in the unfortunate event that a customer should feel the need to make a formal complaint Joe’s Lawn Care has the following procedure;

If there is any claim arising from our obligations under the guarantee, then any such claim should be emailed to enquiries@joeslawncare.co.uk or a letter sent to:

Friars Well Estate, North Drive, Wartnaby, Leicestershire, LE14 3HQ

Alternatively, telephone the company on 01163 184 189
followed up by email or letter.

The company will commit to responding to any such written request within 5 working days of receipt.

The company will commit to any verbal request within 3 working days.

Joseph Page
Managing Director
Joe’s Lawn Care

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Privacy Policy

BACKGROUND:

Joe’s Lawn Care understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

1. Information About Us

Joe’s Lawn Care
Friars Well Estate
North Drive
Wartnaby
Leicestershire
LE14 3HQ

Joe’s Lawn Care Ltd is a Limited Company registered in England under company number 09412604.

Registered address and Main trading address: Friars Well Estate North Drive, Wartnaby, Melton Mowbray, Leicestershire LE14 3HQ

VAT number: 204 524 838
Data Protection Officer: Georgina Burns
Email address: Marketing@joeslawncare.co.uk
Telephone number: 03300 432343
Postal address: Friars Well Estate North Drive, Wartnaby, Melton Mowbray, Leicestershire LE14 3HQ

2. What Does This Notice Cover?

This Privacy Information explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.

3. What Is Personal Data?

Personal data is defined by the UK GDPR and the Data Protection Act 2018 (collectively, ‘the Data Protection Legislation’) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

The personal data that we use is set out in Part 5, below.

4. What Are My Rights?

Under the Data Protection Legislation, you have the following rights, which we will always work to uphold:

1.1a) The right to be informed about our collection and use of your personal data. This Privacy Notice should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 11.

1.1b) The right to access the personal data we hold about you. Part 10 will tell you how to do this.

1.1c) The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 11 to find out more.

1.1d) The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we hold. Please contact us using the details in Part 11 to find out more.

1.1e) The right to restrict (i.e. prevent) the processing of your personal data.

1.1f) The right to object to us using your personal data for a particular purpose or purposes.

1.1g) The right to withdraw consent. This means that, if we are relying on your consent as the legal basis for using your personal data, you are free to withdraw that consent at any time.

1.1h) The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.

1.1i) Rights relating to automated decision-making and profiling. We do not use your personal data in this way.

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 11.

It is important that your personal data is kept accurate and up-to-date. If any of the personal data we hold about you changes, please keep usinformed as long as we have that data.

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office. We would welcome the opportunity to resolve your concerns ourselves, however, so please contact us first, using the details in Part 11.

5. What Personal Data Do You Collect and How?

We may collect and hold some or all of the personal and non-personal data set out in the table below, using the methods also set out in the table. We do not collect any ‘special category’ or ‘sensitive’ personal data.

Data Collected	How We Collect the Data
Identity Information including name and title.	Enquiry Form, email communication, telephone communication, satisfaction survey. Direct interaction or automated enquiry.
Contact information including address, email address, telephone numbers.	Enquiry Form, email communication, telephone communication, satisfaction survey. Direct interaction or automated enquiry.
Business information (if we are contracting with your business) including business name, contact information.	Enquiry Form, email communication, telephone communication, satisfaction survey. Direct interaction or automated enquiry.
Payment information including card details, bank account details.	Email communication, telephone communication. Direct interaction.
Profile information including communication preferences, interests, service history, lawn/site specific details, site images.	Enquiry Form, email communication, telephone communication, satisfaction survey. Direct interaction or automated enquiry.
Marketing Data including preferences.	Enquiry Form, email communication, telephone communication, satisfaction survey. Direct interaction or automated enquiry.
Technical Data including internet IP address, browser type and version, time zone, operating system and platform.	Enquiry Form, email communication, telephone communication, satisfaction survey. Direct interaction or automated enquiry and via cookies on our website (see Website Privacy Notice).

6. How Do You Use My Personal Data?

Under the Data Protection Legislation, we must always have a lawful basis for using personal data. The following table describes how we may use your personal data, and our lawful bases for doing so:

What We Do	What Data We Use	Our Lawful Basis
Administering our business.	Identity Information, Contact Information, Business Information, Payment Information.	Consent or Legitimate Interest.
Supplying our products and services to you.	Identity Information, Contact Information, Business Information, Payment Information.	Consent or Legitimate Interest.
Managing payments for our products services.	Identity Information, Contact Information, Business Information, Payment Information.	Consent or Legitimate Interest.
Personalising and tailoring our products services for you.	Identity Information, Contact Information, Business Information, Payment Information.	Consent or Legitimate Interest.
Communicating with you.	Identity Information, Contact Information, Business Information, Payment Information.	Consent or Legitimate Interest.
Supplying you with information by email and post that you have opted-in-to (you may opt-out at any time by contact us.	Identity Information, Contact Information, Business Information, Payment Information.	Consent or Legitimate Interest.

With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email, telephonetext messageand post with information, news, and offers on ourproductsandservices. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the Data Protection Legislation and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out. We will always obtain your express opt-in consent before sharing your personal data with third parties for marketing purposes and you will be able to opt-out at any time.

We will only use your personal data for the purpose(s) for which it was originally collected unless we reasonably believe that another purpose is compatible with that or those original purpose(s) and need to use your personal data for that purpose. If we do use your personal data in this way and you wish us to explain how the new purpose is compatible with the original, please contact ususing the details in Part 11.

If we need to use your personal data for a purpose that is unrelated to, or incompatible with, the purpose(s) for which it was originally collected, we will inform you and explain the legal basis which allows usto do so.

In some circumstances, where permitted or required by law, we may process your personal data without your knowledge or consent. This will only be done within the bounds of the Data Protection Legislation and your legal rights.

7. How Long Will You Keep My Personal Data?

We keep your personal information only for as long as required to operate our services in accordance with legal requirements, tax and accounting rules and funding partner requirements. Where your information is no longer required, we will ensure it is disposed of in a secure manner. If you would like to know how long we will hold any specific information, then please contact us and we can provide further details.

8. How and Where Do You Store or Transfer My Personal Data?

We will only store your personal data in the UK. This means that it will be fully protected under the Data Protection Legislation.

If it is necessary to transfer data outside of the UK then we will use specific approved contracts which ensure the same levels of personal data protection that apply under the Data Protection Legislation. For further information, please refer to the Information Commissioner’s Office.

Please contact us using the details below in Part 11 for further information about the particular data protection safeguardsused by uswhen transferring your personal data to a third country.

The security of your personal data is essential to us,and to protect your data, we take a number of important measures, including the following:

• Limiting access to your personal data to those employees, agents, contractors, and other third parties with a legitimate need to know and ensuring that they are subject to duties of confidentiality;

• Procedures for dealing with data breaches (the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, your personal data) including notifying you and/or the Information Commissioner’s Office where we are legally required to do so.

9. Do You Share My Personal Data?

We will not share any of your personal data with any third parties for any purposes, subject to the following exceptions.

If we sell, transfer, or merge parts of our business or assets, your personal data may be transferred to a third party. Any new owner of our business may continue to use your personal data in the same way(s) that we have used it, as specified in this Privacy Policy.

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

If any of your personal data is shared with a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 8.

If any personal data is transferred outside of the UK, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the Data Protection Legislation, as explained above in Part 8.

If sell, transfer, or merge parts of ourbusiness or assets, your personal data may be transferred to a third party. Any new owner of our business may continue to use your personal data in the same way(s) that we have used it, as specified in this Privacy Policy.

10. How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a ‘subject access request’.

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 11.

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request within 28 days and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

11. How Do I Contact You?

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details for the attention of Georgina:

Email address: Marketing@joeslawncare.co.uk
Telephone number: 03300 432343
Postal Address: Joe’s Lawn Care Ltd
Friars Well Estate
Wartnaby
LE14 3HQ

12. Changes to this Privacy Notice

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be made available upon request from our Head Office or from our website www.joeslawncare.co.uk. This Privacy Notice was last updated in February 2024.