MWUK Ltd t/a Alexandra (we, our, us) are committed to protecting and respecting your privacy. We treat all of your personal information as confidential and will never disclose your details to another company for their mailing or marketing purposes. We use your information for the following purposes only:
To provide goods and services to you or your organization. To administer your account and the website. To inform you about changes and improvements to our products and services and to provide you with relevant product information. This notice sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. This notice also applies to all of our subsidiary companies.
Our main trading address is at Alexandra, West Park House, Midland Way, Thornbury, Bristol, BS35 2NT, United Kingdom. You can contact us by email at firstname.lastname@example.org or by post at Alexandra, West Park House, Midland Way, Thornbury, Bristol, BS352NT or by phone on 0333 600 1111. Our registered office is MWUK Ltd t/a Alexandra of 3 Long Acres, Willows Farm, Castle Donington, Derbyshire, DE74 2UG.
If you have any queries, complaints or requests with regard to this notice please contact our Compliance and Data Privacy Manager in the Data Privacy Office at email@example.com or by phone 01332 697227.
- Personal Data
Information we collect about you (your submitted information)
Type of information Where collected? Consequence of failing to provide Name, Address, Email Address and Telephone Number On-line registration form. You will be unable to register an account with us. When you make an enquiry through our customer service number. We will be unable to communicate effectively with you. Purchase products or services from us. Where you contact us directly including through our ‘Live Chat’ facility. Request a catalogue. Contact us directly (including by phone, email or by using our online form). Login information (Username and Password) On registration. You will be unable to register an account with us. Credit or debit card account information When you purchase products or services from us. You will be unable to purchase our products and services through our Website. Personal measurements Where you use our “Fit Advisor” service. You will be unable to use our ‘Fit Advisor’ service.
What is a cookie?
To shop with Alexandra.co.uk, you will need cookies enabled. Cookies are commonly used across the internet and will not harm your device. We don't store personally identifiable information such as credit card details in cookies we create, but we do use encrypted information gathered from them to help improve your experience of the site. For example, they help us to identify and resolve errors, or to determine relevant related products to show you when you're browsing.
Cookies can either be first party, which are associated with the host domain e.g. Alexandra.co.uk, or third party cookies from any other domain including web analytics and advertising services.
The table below lists the cookies we collect and what information they store.
We do have relationships with carefully selected partners who may also set cookies during your visit to be used for remarketing purposes, in other words to show you different products and services based on what you appear to be interested in. If you would like to opt out, please go to the Network Advertising Initiative website (please note that we're not responsible for the content of external websites).
The list of third parties are as listed below:
SearchStar.com Our advertising agency, helps us to ensure that we provide you with relevant content newrelic.com Helps us to administer the performance of the website to improve your experience google_analytics Helps us to ensure that we provide you relevant content Attraqt.com Enable you to share content on social media sites if you choose to do so Dotmailer.com Helps us to ensure that we provide you with relevant content Addthis.com Enable you to share content on social media sites if you choose to do so
Do not track (DNT) is a feature offered by some browsers, with some newer browsers offering it as default. If you enable it, it sends a signal to websites to request that your browsing isn't tracked, for example by third party ad or social networks, or analytic companies. You can opt out of tracking and analytics on this website by changing your settings in the Managing Cookies section on this page.
At present no industry-wide uniform standard has been agreed and adopted to determine how DNT requests should be managed, so our website doesn’t currently respond to DNT requests. Until that standard is established, we'll continue to review DNT and other new technologies, but won't respond to DNT requests.
We're giving you this information as part of our initiative to both comply with legislation, and make sure we're honest and clear about your privacy when using our website. We know you'd expect nothing less from us, and please be assured that we're working on a number of other privacy and cookie-related improvements to the website.
Third party cookies
When you visit Alexandra.co.uk you may notice some cookies that aren't related to Alexandra. We don't control the setting of these cookies, so please check the third-party websites for more information about their cookies and how to manage them.
Alexandra 'share' content
If you take the opportunity to 'share' Alexandra content with friends through social networks – such as Facebook and Twitter - you may be sent cookies from these websites. We don't control the setting of these cookies, so please check the third-party websites for more information about their cookies and how to manage them.
Further information about cookies
If you'd like to learn more about cookies in general and how to manage them, go to aboutcookies.org . If you'd like to opt out of cookies, please go to the Network Advertising Initiative website. Please note that we're not responsible for the content of external websites.
Banner advertising on other websites
This type of advertising is designed to provide you with a selection of products based on what you're viewing on Alexandra.co.uk, which are presented to you by our agency when you visit other selected websites. The advertisements may highlight alternative styles and colours as well as products from other categories deemed relevant to your browsing history. The technology behind these adverts is based on cookies.
How long do we keep your personal data?
Whenever we collect your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected. At the end of that retention period, your data will either be deleted completely or anonymized.
- Information we collect from you
Type of information Where collected? Consequence of failing to provide Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform; Every time you visit our Website. Our website may not be presented in an effective way for you to use our Website and it may not be tailored to you. Information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our site (including date and time), products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page. Every time you visit our Website. Our website may not be presented in an effective way for you to use our Website and it may not be tailored to you.
- Uses made of the information
We may use information processed about you in the following ways:
Type of Data Purpose for Processing Legal Basis for Processing Submitted Information To process your order and for billing purposes. Necessary for the performance of a contract. Submitted Information To provide goods and services to you or your organization. Necessary for the performance of a contract. Submitted Information To maintain your account. Legitimate Interests – in order for us to manage our relationship with you. Submitted Information and Technical Information For research purposes to enable us to: - Send relevant communications to you (where you have consented to receive those communications); and - To see how individuals’ purchase from our website to enable us to improve our website experience. Legitimate Interests- in order for us to ensure any communications you receive are relevant to you and to improve our website experience. Submitted Information For billing purposes. Necessary for the performance of a contract. Submitted Information To provide existing customers with information about goods or services we feel may be of interest (email or SMS only with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you). Legitimate Interests. Submitted Information To provide new customers with information about goods or services we feel may be of interest (via electronic means only). Consent. Submitted Information To inform you about changes and improvements to this website. Legitimate interests– in order for us to keep you updated with website improvements and functionality. Submitted Information To carry out our obligations arising from any contracts entered into between you and us. Necessary for the performance of a contract. Submitted Information To provide you with the information, products and services that you request from us. Necessary for the performance of a contract. Submitted Information To provide you with our fit advisor service. Consent. The service cannot be provided unless the relevant information is provided. Consent is therefore necessary for the fit advisor service. Submitted Information For the purposes of inputting into “profiling models” in order to enable us to compile aggregated and anonymized data for research purposes. Any use of the data following that will be anonymized. Legitimate Interests- to enable us to undertake research to improve our products, services, customer service, website or our business. Technical Information To provide you with a better, faster, and safer user experience on our Website. This includes maintaining our Website, data analysis, testing, research, statistical and survey purposes. Legitimate interests – this information is necessary for the functioning of our Website and it helps us to improve our performance and the user’s website experience. Credit information To enable us to determine whether we are able to offer you credit. Necessary for the performance of a contract.
- To whom might we disclose your personal information?
We may disclose the data we collect from you to the following third parties:
Category of data Recipient Purpose Submitted Information Suppliers. Fulfillment of orders for goods and services. Submitted Information Credit checking / debt recovery organization. Assessing credit-worthiness when a credit account is opened with us or for the purpose of debt recover only if appropriate. Technical and submitted information Other Data Processors. Facilitating our Website / back office systems / marketing and customer communication activity.
- Other notes about personal data
We may collect personal information about you via our website alexandra.co.uk or our other online portals, including our eBay portal, available at http://stores.ebay.co.uk/alexandra-official-store (our Website) or via any other means, including if you contact us by phone, email or post. We may also use anonymized aggregated personal data for profiling purposes. We will not use information about identifiable individuals for that purpose. We will use that aggregate information for market research purposes.
- Telephone call recording policy
MWUK Limited, trading as Alexandra and Dimensions, has a telephone system in that is capable of recording conversations. This is a standard industry practice that allows the recording of telephone calls for the fulfilment of our contractual obligations, for quality monitoring, training, compliance and security purposes.
In-bound and Outbound calls received into Customer Services and Credit Control may be recorded and retained in accordance with defined retention periods. These recordings will only be used for the purposes specified in this policy. If calls are transferred from Customer Services or Credit Control to a member of staff outside of these departments, the call recording will cease once the call is successfully transferred.
Purpose of recording telephone calls and scope of policy
In order to maintain our high standards of service and protect Customers and staff we need to record telephone calls addressed by Customer Services Centre and Credit Control Department and retain them for a limited period of time.
We shall ensure that the use of recordings is fair and lawful and will comply with all the relevant data protection regulations.
Under normal circumstances a call will not be retrieved or monitored unless:
1) It is necessary to investigate a complaint
2) It is part of a management ‘spot check’ that customer service quality standards are being met through Call Evaluations
3) For the prevention or detection of crime
4) It is necessary to check compliance with policies and procedures
5) It will aid standards in the call handling though use in training and coaching of our staff 6) Any other purpose will be considered on a case by case basis by the Data Privacy Manager.
If it becomes clear that the Customer making the call do not wish to have their call recorded the advisor dealing with the call will provide the Customer with alternative means of communication such as email and postal address and the call recording will be stopped and call terminated.
What type of information will be collected?
Personal data collected in the course of recording activities will be processed fairly and lawfully. It will be:
• Adequate, relevant and not excessive. Data collected may include but is not limited to: Name, Address, Job Title, Telephone Number, Email Address and Gender.
• All calls, where the caller provides details of a payment card for the purpose of making a payment, will only be partially recorded. In order to comply with Payment Card Industry Security Standards (PCiDSS), all operators will suppress call recordings whilst financial information is disclosed thus ensuring that no financial information is recorded.
• All calls, where the caller provides other special category of personal information will only be partially recorded. All operators will suppress call recordings whilst information is disclosed thus ensuring that no special category of personal information is recorded.
• Used for the purposes stated in this policy only and not used for any other purpose
• Accessible only to managerial staff after securing permissions through authorised channels
• Treated confidentially
• Stored securely
• Not kept for longer than necessary and will be securely destroyed once issues in question have been resolved.
Access to call recordings and playbacks
Access call recordings will only be granted to:
• Staff members personally involved in the call recording. A request to access to the recording must be made to a supervisor in Customer Services Centre.
• Supervisors in Customer Services Centre and Credit Control Team. They will listen to recordings to provide feedback and coaching in line with the Call Evaluation or where a Customer or Staff Member highlights a complaint.
• Senior Management and HR staff on a case by case basis.
Storage, retention and destruction of call recordings
All call recordings are made using 3rd Party telephone system and stored in storage devices managed by our internal IT Department.
All call recordings are automatically deleted within one year, unless:
1) The call recording forms part of a complaint. In this case the call recording will be kept until the complaint is closed and the expiry date for appeals expires.
2) The call recording is identified as a valuable training tool. In this case the call recording will be kept until the training is complete.
3) There is a legal requirement to keep the call recording, for example when used as evidence of a crime. In this case the call recording will be kept until the legal obligation expires.
4) There is a contractual obligation to keep the recording. In this case the recording will be kept until the contractual obligation expires.
- Credit References
In order to process your application we will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity. We will also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail at http://www.experian.co.uk/crain/index.html
CRAIN (Credit Reference Agency Information Notice) is a document produced by the three Credit Reference Agencies- Experian, Equifax and TransUnion (formerly Callcredit)- that explains the use of personal data they receive from third parties about individuals and/or their businesses in relation to credit activity. CRAIN has been produced in conjunction with the Information Commissioner’s Office (ICO).
- How long do we keep your personal data?
Whenever we collect your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected. At the end of that retention period, your data will either be deleted completely or anonymized.
- Marketing Preferences
If you choose to opt in to receive marketing preferences, we will provide you with information about goods or services we feel may interest you. In order to receive relevant marketing you must opt in at the point of becoming a registered user of this site, you can choose to opt in to receive telephone, email or written marketing communications by checking the relevant boxes where prompted. If you decide that you do not want us to contact you, you can request that we stop using your information and that we stop sending information to you by using the opt-out function when you register on this site, or you can manage your preferences in My Account.
Alexandra takes on-line security very seriously. We know how much data security matters to all our customers. We will treat you data with the utmost care and take all appropriate steps to protect it. We do this in the following way.
- Browser and Web Server
Alexandra utilizes Transport Layer Security (TLS)/ Secure Socket Layer (SSL) to encrypt data transmission between your browser and our web server, to ensure that all personal and transactional information is protected from eavesdropping, tampering or alteration.
Alexandra is a subscribing member of VeriSign Secure Site programs. This gives you further assurance that:
• VeriSign has verified the organization name
• the site legitimately runs under the auspices of VeriSign
• All information sent to the site is encrypted if in a TLS/SSL (Secure Socket Layer) session, protecting against disclose to third parties.
You can check if you are in a secure part of any website by looking for the 'closed padlock' symbol. (Usually found in the bottom-right corner of the screen in your browsers task bar). Double-click on the padlock for details of the site's security certification. Also, when in secure areas, the address bar at the top of the browser shows the prefix 'https' (rather than just 'http').
Of equal importance is the security surrounding the payment system itself. Alexandra safely processes your card payment through your bank and completes the transaction securely behind protected firewalls, and encrypted connections between the bank and us. Any credit or debit card details that you provide will be processed with the utmost care and security. Alexandra are PCI / DSS compliant. PCI / DSS is the worldwide payment card industry data security standard that was set up to help businesses process card payment securely and reduce card fraud.
We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.
The security measures described above ensure that all reasonable steps are taken to protect your personal information. However, the nature of the Internet means that an absolute guarantee of security cannot be offered, and you should be aware that there may be a small security risk in exceptional circumstances when disclosing information online.
- Your Rights
You have the following rights (dependent if Alexandra are acting as a data controller or data processor). You can exercise these rights at any time by contacting us at Alexandra You can contact us by email at firstname.lastname@example.org or by post at Alexandra, West Park House, Midland Way, Thornbury, Bristol, BS352NT or by phone on 0333 600 1111. You have the right: • To ask us not to process your personal data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes; • To ask us not to process your personal data where it is processed on the basis of legitimate interests provided that there are no compelling reasons for that processing; • To ask us not to process your personal data for scientific or historical research purposes, where relevant, unless the processing is necessary in the public interest. • to request from us access to personal information held about you; • to ask for the information we hold about you to be rectified if it is inaccurate or incomplete; • to ask for data to be erased provided that the personal data is no longer necessary for the purposes for which it was collected, you withdraw consent (if the legal basis for processing is consent), you exercise your right to object, set out below, and there are no overriding legitimate grounds for processing. • to ask for the processing of that information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or you exercise your right to object (pending verification of whether there are legitimate grounds for processing); • To ask for data portability if the processing is carried out by automated means and the legal basis for processing is consent or contract. In the event that you are unhappy with our processing of your personal data, you have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time. The ICO’s contact details are available here: https://ico.org.uk/concerns/.
- Changes to Privacy Notice
Any changes we may make to our Privacy Notice in the future will be posted on this page and, where appropriate, notified to you. The new terms may be displayed on-screen and you may be required to read and accept them to continue your use of our Website.