Privacy Policy

Privacy Policy

Here at North Devon Resorts Limited, we know how important it is to protect your privacy and to comply with the UK General Data Protection Regulations (UK GDPR). We take this very seriously and respect our customers data and value the trust you place in us when you share your personal information with us.

Your privacy

We know how important it is to protect your privacy and to comply with the General Data Protection Regulations (GDPR).

• If we ask for your personal information we will:
• let you know why we need it
• only ask for what we need, and not collect excessive or irrelevant information
• make sure nobody has access to it who shouldn’t
• let you know who we share your information with
• tell you if we need to transfer your information overseas and what safeguards are in place
• let you know whether we’re are asking because of a statutory or contractual obligation
• be clear about the possible consequences, if any, of not providing the information
• only keep it for as long as we need to and tell you how long

In dealing with your personal information, we will also:

• value the personal information entrusted to us and make sure we respect that trust
• abide by the law when it comes to handling personal information
• consider the privacy risks when we are planning to use or hold personal information in new ways, such as introducing new systems or processes
• provide training to staff who handle personal information and respond appropriately if personal information is not used or protected properly

In return, to help us keep your information accurate and up to date, we ask you to:

• give us accurate information
• tell us as soon as possible of any change of circumstance.

Information we collect about you

We collect personal information you give us so we can provide you with a service. We may collect, process, and store various kinds of personal information about you to provide you with that service.

These may include:

• Title, name, address, email and telephone number.
• Payment details including card or bank information.
• Purchase or account history.
• Date of birth to verify you are over 18 when booking.
• In some cases we may collect health data if it is relevant to your stay with us.
• Website user information including user journeys and cookie tracking.
• Information relating to compliments or complaints.
• Security data such as CCTV footage.
• Car registration via ANPR entry systems.
• Recording of telephone calls for training and monitoring purposes.
• Data analytics as detailed in our Cookie Policy.

Our lawful basis for the collection and usage of your data.

Our lawful basis for collecting or using the information you provide us is so we can provide you with a service.

Consent – we have permission from you after we gave you all the relevant information.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you.

Legitimate Interest – we may use legitimate interest where it is appropriate so we can market to you offers and newsletters that may be of interest to you.

How we collect data from you.

We collect information from you in a variety of way. This can be collected;

• directly during the booking process, via email and calls
• during direct interactions where you may provide us with mobility or health data, children’s information or other special category data you feel is important for us to know.
• by giving us feedback, responding to surveys etc.
• via our customer website journey via online forms and cookies.
• from marketing surveys and feedback forms.

How we use that data.

We use your personal information to:

• fulfil your reservation,
• allow access to our website,
• keep you up to date with latest offers and to ultimately offer you a better purchasing experience,
• send you surveys or feedback forms so we can improve our products and services,
• send you marketing material where you have given your explicit consent,
• handle customer queries, complaints and disputes,
• comply with legal and regulatory requirements.

Who we share your data with.

To provide you with a service we may disclose your personal data to certain third parties. These are our processors. These may include:

• other parts of the North Devon Resorts group.
• professional advisors, such as lawyers in the case of a dispute.
• HMRC, as required by law.
• third party service providers who provide IT services, wifi systems etc.
• data insights and marketing agencies.
• social media channels like Meta and Google to show you products that might interest you while you are browsing the internet. See our Cookie Policy for further information.
• payment providers such as Paypal, Stripe or Revolut that enable us to fulfil transactions.
• onsite restaurants and activity providers for your booking.

How long we keep this data.

We will only keep your personal data for a long as is necessary to fulfil the purposes we collected it for, including for the purpose of satisfying any legal, accounting or reporting requirement.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the purpose for which it was collected and the potential risk of harm from unauthorised use or disclosure of your personal data and applicable legal requirements.
We have a Data and Document Retention policy. If you require further information about our individual retention periods, please contact us so we can provide you what is relevant to your query.

How to exercise your rights under the GDPR.

You have a number of rights under the GDPR which you can exercise by contacting us at the details provided below.

You can find out what personal information, if any, we hold about you and if we do hold information about you we will:

• give you a description of it
• tell you why we are holding it
• tell you who it could be disclosed to
• let you have a copy of the information in an intelligible form

It will help us locate any data we might hold about you if, in making your request, you could state what dealings we have had with you and why you expect us to hold information about you.

You are entitled to request that we correct information about you if it is incomplete or inaccurate.

You can ask us to remove or delete personal information we hold about you. Please note however, that this right is only applicable in certain circumstances. We will let you know whether information can be deleted when you make your request.

You can ask us to restrict how we use your information. Again, this right is only applicable in certain circumstances and we will explain those to you when you make your request.

You can object to certain types of uses of your personal information. Specifically, processing based on:

• Our legitimate interests
• Our performance of a task in the public interest or the exercise of official authority
• Scientific/historical research and statistics

You can find out more information about your rights under GDPR on the Information Commissioner’s website.

How to make a complaint

If you’re unhappy with the way we have handled your personal information or you believe that we have not handled your information in a way that is compliant with the GDPR, please write to us.
We will acknowledge your complaint within 2 working days and let you have a full response within 20 working days. If it is not possible to respond fully within this timescale, we will write and let you know why and say when you should expect to receive a full response.
If you are not satisfied with our response you can complain to the Information Commissioner’s Office.

Contact us

Address: Marlborough Rd, Ilfracombe EX34 8PF
Email: reservations@northdevonresort.com
Phone: 01271623130