Simply Supported customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Telephone 0203 987 6493

Email contact@simplysupportedva.co.uk

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

  • Names and contact details
  • Addresses
  • Date of birth
  • Purchase or account history
  • Payment details (including card or bank information for transfers and direct debits)
  • Health information (including dietary requirements, allergies and health conditions)
  • Information relating to loyalty programmes
  • Website user information (including user journeys and cookie tracking)
  • Call recordings
  • Records of meetings and decisions
  • Identification documents
  • Information relating to compliments or complaints

We also collect or use the following special category information to provide services and goods, including delivery. This information is subject to additional protection due to its sensitive nature:

We collect or use the following information for the operation of customer accounts and guarantees:

  • Names and contact details
  • Addresses
  • Payment details (including card or bank information for transfers and direct debits)
  • Purchase history
  • Account information, including registration details
  • Information used for security purposes

We also collect or use the following special category information for the operation of customer accounts and guarantees. This information is subject to additional protection due to its sensitive nature:

We collect or use the following information for service updates or marketing purposes:

  • Names and contact details
  • Addresses
  • Marketing preferences
  • Location data

We collect or use the following information for research or archiving purposes:

  • Names and contact details
  • Addresses

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

  • Names and contact details
  • Address
  • Payment details
  • Account information
  • Purchase or service history

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:

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:

  • 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.
  • 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.
  • 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:
    • We collect and use personal information where it is necessary for our legitimate interests in providing and improving our services, maintaining good client relationships, and operating our business effectively and securely. These interests include: Communicating with clients, suppliers, and prospective clients about our services. Managing client relationships, projects, and service delivery. Keeping appropriate records of communications, transactions, and contracts. Improving the quality, efficiency, and relevance of our services. Ensuring the security and proper use of our systems, website, and business data. We carefully balance our legitimate interests against the rights and freedoms of the individuals whose data we process. We only collect and use personal information in ways that people would reasonably expect, and that do not cause undue harm, intrusion, or distress.

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 the operation of customer accounts and guarantees 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.
  • 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.
  • 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:
    • We collect and use personal information where it is necessary for our legitimate interests in managing customer accounts, maintaining accurate records, and ensuring the smooth running of our services. These interests include: Setting up, maintaining, and administering customer accounts. Processing payments, renewals, or service changes. Providing ongoing support and responding to client enquiries. Keeping accurate records of transactions and communications for accountability and quality assurance. Protecting our business and clients from errors, fraud, or misuse of services. We process this information because it helps us deliver a reliable and professional service, which benefits both our clients and our organisation. We ensure that any impact on individuals’ privacy is minimal and proportionate, and we do not use personal information in ways that people wouldn’t reasonably expect.

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 service 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:
    • We collect and use personal information where it is necessary for our legitimate interests in keeping clients and contacts informed about relevant updates, insights, and services that may be of genuine interest or benefit. These interests include: Sending service updates, newsletters, or useful information that helps clients get the most from our services. Letting clients and prospective clients know about new offerings, events, or opportunities that align with their interests. Maintaining relationships and engagement with existing and potential clients. We only send marketing communications to people who have shown an interest in our services, and we always give the option to opt out at any time. We believe this approach supports meaningful, professional communication without being intrusive. We balance our legitimate interests carefully against individuals’ rights and expectations, ensuring our communications are relevant, respectful, and in line with data protection laws.

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 research or archiving 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:
    • We collect and use personal information where it is necessary for our legitimate interests in reviewing, analysing, and improving how we work, as well as keeping records that help us operate effectively and responsibly. These interests include: Reviewing past projects or communications to improve our services and client experience. Keeping records for reference, accountability, and to demonstrate good business practice. Analysing anonymised or aggregated information to identify trends, improve efficiency, and plan future services. Safely archiving data for business continuity, record-keeping, or compliance purposes. We only use personal information in ways that are fair, necessary, and proportionate. Where possible, we anonymise or minimise the data we keep for research or archiving. We ensure that any use of information for these purposes does not cause harm, distress, or unexpected intrusion into people’s privacy.

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:

  • 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.
  • 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.
  • 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:
    • We collect and use personal information where it is necessary for our legitimate interests in responding to and resolving queries, complaints, or claims in a fair and efficient way. These interests include: Handling questions or feedback from clients, suppliers, or other contacts. Investigating and resolving any issues, disputes, or complaints that arise. Keeping records of communications to ensure accountability and quality assurance. Protecting our business interests and legal rights when claims are made or anticipated. Processing this information allows us to provide good customer service, maintain trust, and address any concerns appropriately. We only use the personal information needed for these purposes and ensure it is handled sensitively and securely. We balance our legitimate interests carefully against individuals’ rights and expectations, and we do not use information in a way that would cause undue harm or distress.

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

  • Directly from you
  • Publicly available sources
  • Suppliers and service providers

How long we keep information

We only keep personal information for as long as it’s needed – for example, to provide a service, meet legal or accounting requirements, or resolve any queries or issues that may arise.

Once information is no longer needed, it’s securely deleted or anonymised. We regularly review the data we hold to make sure it’s still relevant and necessary for the purpose it was collected.

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

Others we share personal information with

  • Organisations we’re legally obliged to share personal information with
  • Suppliers and service providers

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 : 13th November 2025