Privacy policy
Last reviewed: 28th February 2025
This privacy notice describes how we will collect, use, share and otherwise process your personal data in connection with your use of this website and our products/ services, including any data you may provide when you purchase a product. Please read the following carefully to understand our practices regarding your personal data and how we will treat it.
This website is not intended for children and we do not knowingly collect data relating to children.
1 Important information and who we are
John Farrer & Co (Kendal) Ltd, registered number 1622765, 9 Shap Road Industrial Estate, Kendal, Cumbria LA9 6NZ is the controller and is responsible for your personal data (Farrer’s, we, us or our in this notice). If you have any questions about this privacy notice, please contact us using the information set out in the contact details section.
2 The types of personal data we collect about you
Personal data means any information that can be used to identify directly or indirectly a specific individual.
We may collect, use, store and transfer different kinds of personal data about you. What information we collect will depend on which of our services you use. The information we may collect is as follows:
For our customers
- Identity Data includes first name, last name, any previous names, username or similar identifier, marital status, title, date of birth and gender.
- Contact Data includes billing address, delivery address, email address and telephone numbers.
- Financial Data includes bank account and payment card details.
- Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
- Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
For website users (including customers that use our website):
- Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access this website.
- Usage Data includes information about how you interact with and use our website, products and services.
- Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals' Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve the website and our service offering.
3 How is your personal data collected?
We use different methods to collect data from and about you including through:
- Your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
- apply for our products or services;
- create an account on our website;
- subscribe to our service or publications;
- request marketing to be sent to you;
- enter a competition, promotion or survey; or
- give us feedback or contact us.
· Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy https://farrerscoffee.co.uk/pages/cookie-policy for further details.
· Third parties or publicly available sources. We will receive personal data about you from various third parties and public sources as set out below:
o Technical Data is collected from the following types of company:
- analytics providers;
- advertising networks; and
- search information providers.
o Contact, Financial and Transaction Data is collected from providers of technical, payment and delivery services.
o Identity and Contact Data is collected from publicly available sources such as Companies House and the Electoral Register.
4 How we use your personal data
The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:
· Performance of a contract with you: Where we need to perform the contract we are about to enter into or have entered into with you.
· Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
· Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
· Consent: We rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you are not an existing customer and subscribe to an email newsletter.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use the various categories of your personal data, the categories of personal data we may typically use for each processing activity, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
|
Type of personal data |
Purpose for processing |
Legal basis for processing |
|
· Identity Data · Contact Data |
To register you as a new customer |
Performance of a contract with you |
|
· Identity Data · Contact Data · Transaction Data · Financial Data · Profile Data |
To process and deliver your order including: (a) Manage payments, fees and charges (b) Collect and recover money owed to us Much of this processing is completed by our payment partner, currently Shopify. |
· Performance of a contract with you · Necessary for our legitimate interests (to deliver our services to customers; and recover debts due to us) |
|
· Identity Data · Contact Data · Profile Data · Marketing and Communications Data |
To manage our relationship with you which will include: (a) Notifying you about changes to our terms or privacy policy (b) Dealing with your requests, complaints and queries |
· Performance of a contract with you · Necessary to comply with a legal obligation Necessary for our legitimate interests (to keep our records updated, manage our relationship with you, improve our services and keep people up to date about our services) |
|
· Identity Data · Contact Data · Financial Data · Transaction Data · Profile Data · Marketing and Communications Data |
To enable our suppliers to perform business activities on our behalf (e.g. credit card processing, customer support services or market research) |
Necessary for our legitimate interests (to provide customers with services and to enable us to manage our operations) |
|
· Identity Data · Contact Data · Technical Data |
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) |
· Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) · Necessary to comply with a legal obligation |
|
· Identity Data · Contact Data · Profile Data · Usage Data · Technical Data · Marketing and Communications Data |
To deliver relevant website content and online advertisements to you and measure or understand the effectiveness of the advertising we serve to you |
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy) |
|
· Technical Data · Usage Data |
To use data analytics to improve our website, products/services, customer relationships and experiences and to measure the effectiveness of our communications and marketing |
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy) |
|
· Identity Data · Contact Data · Transaction Data · Profile Data · Technical Data · Usage Data · Marketing and Communications Data |
To send you relevant marketing communications and make personalised suggestions and recommendations to you about goods or services that may be of interest to you based on your Profile Data (or, where you are a prospective customer, you have told us you would like our marketing materials). |
· Necessary for our legitimate interests (to carry out direct marketing to our customers or those who have expressed an interest in our services, develop our products/services and grow our business) · For other individuals, your prior consent to receiving direct marketing communications |
|
· Identity Data · Contact Data · Transaction Data · Profile Data · Technical Data · Usage Data · Marketing and Communications Data |
To comply with legal or regulatory requirements, which may be set out in law or a court order To assist regulators or comply with their guidance. To exercise our rights or defend legal claims |
· Necessary for our legitimate interests (to enforce our legal rights; to co-operate with the regulator and comply with our contractual and other obligations) · Necessary to comply with a legal obligation |
Direct marketing
During the registration process on our website when your personal data is collected, you will be asked to indicate your preferences for receiving direct marketing communications from Farrer’s via email, telephone or post.
We may also analyse your Identity, Contact, Technical, Usage and Profile Data to form a view of which products, services and offers may be of interest to you so that we can then send you relevant marketing communications.
We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.
You can ask to stop sending you marketing communications at any time by following the opt-out links within any marketing communication sent to you or by contacting us using the contact details below.
If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes for example relating to order confirmations, updates to our Terms and Conditions, or checking that your contact details are correct.
Cookies
For more information about the cookies we use and how to change your cookie preferences, please see https://farrerscoffee.co.uk/pages/cookie-policy.
5 Disclosures of your personal data
We may share your personal data where necessary with the parties set out below for the purposes set out in the table Purposes for which we will use your personal data above.
- external third parties including our service providers:
- that provide us with marketing, customer service, IT and other administrative or technical services, including our website developer and Hotjar which provides information on users’ experience of our website;
- that provide us with payment processing services, in particular our current payment provider Shopify processes customer payments on our behalf. Please refer to Shopify’s Privacy Policy for further information https://www.shopify.com/uk/legal/privacy;
- that assist with the management and fulfilment of orders, including couriers.
- our professional advisors.
· courts, tribunals, law enforcement authorities and regulators to comply with our legal obligations or to support them in carrying out their duties.
- third parties with which we may negotiate or choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We may also transfer your personal data to service providers that carry out certain functions on our behalf, including our current payment partner Shopify. This may involve transferring personal data outside of the UK and EU to countries which have laws that do not provide the same level of data protection as UK and EU law. Whenever we transfer your personal data to such countries, we always ensure that a similar degree of protection is afforded to it by ensuring that appropriate safeguards are implemented.
Please refer to Shopify’s Data Processing Addendum https://www.shopify.com/uk/legal/dpa for details of the safeguards implemented to ensure a similar degree of data protection as the UK law.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long will you use my personal data for?
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
In some circumstances you can ask us to delete your data: see Your legal rights below for further information.
You have a number of rights under data protection laws in relation to your personal data.
· Request access to your personal data (commonly known as a "subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
· Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
· Request erasure of your personal data in certain circumstances. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
· Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
· You also have the absolute right to object any time to the processing of your personal data for direct marketing purposes (see Opting out of marketing in paragraph 4 for details of how to object to receiving direct marketing communications).
· Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
· Withdraw consent at any time where we are relying on consent to process your personal data (see the table in paragraph 4 for details of when we rely on your consent as the legal basis for using your data). However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
· Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of the following scenarios:
· If you want us to establish the data's accuracy;
· Where our use of the data is unlawful but you do not want us to erase it;
· Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
· You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
If you wish to exercise any of the rights set out above, please contact us – see Contact details in paragraph 10.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure
that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We try to respond to all valid requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
10 Contact details
If you have any questions about this privacy policy or about the use of your personal data or you want to exercise your privacy rights, please contact us in the following ways:
· Email address: hello@farrerscoffee.co.uk
· Postal address: FAO Data controller: John Farrer & Co (Kendal) Ltd 9 Shap Road Industrial Estate, Kendal, Cumbria LA9 6NZ
· Telephone number: 01539 720020
You have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues www.ico.org.uk at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
We would appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
12 Changes to the privacy policy and your duty to inform us of changes
We keep our privacy policy under regular review and may update this privacy notice to reflect changes to our information practices. In that case, the “last updated” at the top of this page will also change. We encourage you to periodically review this page for the latest information on our privacy practices.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example a new address or email address.
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.
Data Protection Complaints Policy
This policy explains how John Farrer and Co (Kendal) Ltd handles data protection complaints fairly, promptly, and in line with UK data protection law, including the internal complaints process requirements introduced by the Data (Use and Access) Act 2025 and set out in DPA 2018, s.164A.
This policy applies where an individual complains that we have infringed data protection law in connection with their personal data (or personal data of someone they are authorised to act for).
It covers complaints received from customers, staff, suppliers, website users, and any other individuals whose personal data we process. The duty to operate a complaints process applies broadly and the Information Commissioner’s Office (ICO) states there are no exemptions.
Personal data (or personal information) means information that identifies or relates to an individual.
The ICO is the UK’s independent regulator for data protection and privacy. It provides guidance to organisations, investigates complaints, and has legal powers to take enforcement action where organisations do not comply with data protection law.
3. What is a “data protection complaint”?
A data protection complaint is any expression of dissatisfaction where the person considers we have breached data protection legislation in how we handled their personal information, and they do not need to use legal terms or cite legislation.
Examples include complaints about:
● how we responded to a subject access request (SAR) (a request for a copy of personal information we hold about the individual) or other rights request;
● security measures used to protect personal data (including concerns following a breach, whether or not reportable to the ICO);
● how we collected, used, stored, retained, or kept personal data accurate.
4. What is not a data protection complaint?
Sometimes people complain about service or other issues while also exercising data protection rights; the ICO explains that this doesn’t count as a data protection complaint (for example, an employee grievance combined with a request for copies of personal data, or a customer service complaint combined with a deletion request).
Where a complaint raises both data protection issues and other concerns (such as service or employment matters), we will treat it as a “mixed complaint”. We will handle the data protection aspects under this policy and ensure they are identified, recorded, and responded to separately and alongside any non-data protection issues.
If it is unclear whether the person intends to raise a data protection complaint, we will ask them to clarify.
5. How people can complain to us
We provide clear routes for individuals to complain directly to us, and we will accept complaints however they are received.
Preferred contact details: [●]
Email: hello@farrerscoffee.co.uk
Post: Unit 9, Shap Road Industrial Estate, Kendal. Cumbria LA9 6NZ
We may invite use of the preferred routes above, but people can complain via any channel (including to any staff member, or via social media if we have an online presence), and we must accept the complaint regardless.
Where a complaint comes in via social media, we will request an alternative contact method because social media is generally not a secure way to exchange personal information.
We will facilitate the making of complaints (for example, by providing a complaint form that can be completed electronically and by other means).
When we receive a data protection complaint, we will:
6.1. Acknowledge receipt within 30 days (the 30 days run from when the complaint is received).
6.2. Without undue delay - take appropriate steps to respond (including making appropriate enquiries and keeping the complainant informed of progress).
6.3. Without undue delay - inform the complainant of the outcome.
7. Making people aware of their right to complain
We will tell people that they can complain to us (and that they can also complain to the ICO) at the point we collect their personal information, for example in our privacy notice, using clear and plain language.
We will also include information about this right when we respond to a subject access request.
8. Identity and authority checks
We will verify identity where necessary. If we have doubts about the complainant’s identity, we may ask for proof of ID and we will do this as early as possible; if we already have enough information to confirm identity, we will not request more.
If someone complains on behalf of another person, we must check they are authorised to act for that person (for example, by a signed letter of authority or appropriate power of attorney). If we do not have evidence of authority, we will not investigate until we receive it.
9.1. Logging and triage (Day 0 onward)
We will log the complaint on receipt, record the channel it came through, and route it promptly to the Data Protection Officer. The duty to investigate begins when the complaint is received, not after the acknowledgement is sent.
We will check whether it is a data protection complaint (see section 3) and, if unclear, we will ask the individual to clarify their intent.
9.2. Acknowledgement (within 30 days)
We will acknowledge the complaint within 30 days. The acknowledgement will confirm receipt, that we will look into it, and the next steps. The 30 days start the day after receipt, including weekends/bank holidays, and if the last day falls on a weekend or public holiday the deadline moves to the next working day.
We will make operational arrangements to ensure acknowledgements are sent even during staff absence.
9.3. Investigation (without undue delay)
We will investigate without undue delay (meaning as soon as reasonably possible, and without unnecessary delay). What is “undue” depends on the circumstances, and factors such as complexity, scale, and any harm caused by any delay.
In most cases, we aim to provide a substantive response within one month, although complex complaints may take longer.
Our investigation will be proportionate and may include reviewing relevant records, speaking to staff, comparing the complaint with the data we hold, and checking compliance with our own policies and standards.
If we need more information to understand the complaint, we will ask as soon as possible. We may also ask what outcome the individual is seeking to help resolve matters efficiently.
9.4. Keeping the complainant informed (without undue delay)
We will keep the complainant updated about progress without undue delay, including timeframes, and where there are delays, the reason for these will be explained.
9.5. Outcome (without undue delay)
Once we have finished our investigation, we will inform the complainant of the outcome without an unjustifiable or excessive delay.
Our response will clearly explain what we did, what we found, and (where appropriate) what we changed or corrected. If we consider we complied with data protection law, we will explain why and provide enough detail to help the complainant understand how we reached that view; the ICO suggests itemising complaint points and responding to each.
If the complaint is upheld, we may (as appropriate) correct data, amend processes, provide training, or take other remedial steps.
10. Review/escalation within the organisation
If the complainant remains unhappy, we may offer a review by a different decision-maker or a senior member of staff, where practical. The ICO indicates organisations could consider having a review process, but people can complain to the ICO at any point and do not have to wait for an internal review.
11. How to complain to the ICO
Individuals can complain to the ICO at any time. The ICO will, in most cases, ask individuals to raise their complaint with the organisation first, but the ICO remains available to handle eligible data protection complaints.
ICO complaint information: https://ico.org.uk/make-a-complaint/data-protection-complaints/
12. Record keeping and retention
We will keep records to demonstrate compliance, including:
● key communications and documents;
We will not retain personal information for longer than necessary.
We may also monitor themes and trends to identify recurring issues and improve compliance.
13. Children and vulnerable individuals
Children have the same rights as adults, but merit specific protection; if we receive a complaint from a child, we will use clear, plain language and assess competence to exercise rights.
If we are within scope of the Age Appropriate Design Code (ICO rules for protecting children’s personal data online), we will also follow the ICO’s expectations for complaint mechanisms and escalation routes for urgent and/or safeguarding issues.
14. Joint controllers and processors
If we act as a joint controller (meaning we decide together with another organisation how and why personal data is used), we will maintain a transparent arrangement that covers complaint handling and coordination, noting that the timeframe starts when any joint controller receives the complaint.
Where we use data processors (organisations that process personal data on our behalf), we will ensure contracts/support arrangements enable us to meet our complaint-handling obligations; processors may assist administratively but the duty remains with us as controller.
15. Staff training and internal awareness
We will train staff to recognise data protection complaints and route them appropriately, because complaints can be received through any part of the organisation.
16. Policy ownership and review
Policy owner:
DP Officer
Approved by:
Ian Unsworth
Effective date:
15 October 2026
Next review date: 27 October 2027
This policy will be reviewed at least annually and after any significant complaint trend or regulatory/guidance change.
