The Short Version
We take our responsibilities under the GDPR very seriously. Your information will always be held securely and within the EU and we promise not to share it with any third party marketing organisations. You can opt out of receiving our brochure or marketing emails at any time and subject to contractual and legal obligations you can have your details erased on request.
What information we collect
LHH Scotland Ltd is in this instance the Data Controller and is registered with the Information Commissioner's Office (registration number Z8492341). In order to provide you with the best service, we collect the following information:
Identification: name, title, age range, gender.
Contact details: address, phone numbers, email addresses.
Account login details: email address, password (which is stored in encrypted form).
Bookings: properties booked, holiday dates, amounts paid
Marketing preferences: whether you wish to receive a brochure in the post or a newsletter by email.
Feedback: your thoughts on your holiday experience.
Communication: enquiries by email and email submissions via the online form on our website.
We use your personal information to
Communicate with you, including, for example, responding to your emails and handling customer service matters.
Ensure that the booking process for returning customers is straightforward and efficient.
Process your payments.
With your permission, send you relevant marketing information in the form of an email newsletter with details of new properties, special offers and properties we think will be of interest.
With your permission send you once a year a new printed brochure.
We never collect sensitive information about you and will never engage in automated decision-making or profiling.
How we collect personal information
We only receive information directly from you, never from a third party source. We do not store any information on anyone under the age of 18.
There are several grounds on which we will store and use your data.
Consent: for marketing activities such as email newsletters and printed brochures we rely on your consent. You may withdraw this at any time. Every newsletter will have an unsubscribe link at the bottom. If you decide that you do not want to receive a paper brochure after having opted in then email or call us and we will remove you from our mailing list.
Contract: mostly our use of your data will be on the basis of the contract between you and the house owner for the purpose of your holiday booking. We will usually retain relevant data for up to seven years from the end of your holiday.
Legal obligations: for legal reasons relating to tax, financial records and auditing we are obliged in some cases to retain data for up to seven years from the date of the transaction.
Legitimate interests: we store your data as it can make it easier for you to book another holiday with us. Your right to privacy will always override our legitimate interests.
Sharing your personal information
For the facilitation of the contract between you and the property owners we share your contact information with them or their housekeepers (and likewise we share their contact details with you). This is for the arrangement of key collection and confirmation of arrival time and in case of any last minute emergencies.
We will never share your details with any third party marketing organisations.
How we safeguard information
We operate secure data networks protected by industry standard firewalls and password protection. Backups are held in a secure and encrypted environment on servers located within the EU. We will never transfer your data outside of Europe or use an overseas call centre.
We do not store any credit or debit card details. All payment card processing is securely handled on our behalf by Sage Pay.
Sage Pay Europe Limited, North Park, Newcastle upon Tyne, NE13 9AA
You have the right to ask us at any time:
To confirm whether we hold any of your personal data
To send you a copy of any personal data that we hold about you
To correct any inaccuracies in your personal data
To erase any of your personal data. Bear in mind if you have a holiday booked and you have not yet travelled, we’ll still need to hold onto your data so we can process the holiday. That’s because the contract between you and the property owner is the basis for using your data (rather than consent). For more information, see the “Legal basis” section above.
To stop processing your personal data
To let you have a portable copy of the personal data we hold about you
To stop sending you marketing material, even if you have previously opted in to receiving it. However, please note that we may continue to send you service related communications. We use the data on the basis of your consent and if you withdraw your consent, for example by clicking on the unsubscribe link at the bottom of every newsletter we will remember not to contact you again, unless you tell us you want us to delete all data about you in which case we will respect your wishes.
If you are concerned about the processing of your data, please contact our Data Protection Officer. If you are unhappy with our use of your data, you also have the right to make a complaint to the Information Commissioner’s Office, which supervises data protection in the UK.