1. Who we are
In this Privacy Policy, references to we, us or our mean the B&Q company that processes your personal information and interacts with you. The relevant B&Q entities are:
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B&Q Limited, a limited company registered in England (company number: 00973387), whose registered office is B&Q House, Chestnut Avenue, Chandler's Ford, Eastleigh, Hampshire SO53 3LE, United Kingdom; ("B&Q Limited");
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B&Q Ireland Limited, a limited company registered in the Republic of Ireland (company number: 156844), whose registered office is 6th Floor, 2 Grand Canal Square, Dublin 2, Republic of Ireland;
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B&Q (Retail) Jersey Limited, a limited company registered in Jersey (company number: 9769), whose registered office is 3rd Floor, 44 Esplanade, St Helier, Jersey, JE4 9WG; and
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B&Q (Retail) Guernsey Limited, a limited company registered in Guernsey (company number: 2572), whose registered office is Redwood House, St Julian’s Avenue, St Peter Port, Guernsey, GY1 1WA.
You can find out how to contact us in Section 9 below.
2. Your Privacy
In the course of our dealings with you, we will collect and process personal information about you. Personal information includes any information allowing us to identify you as an individual, for example, your name, your email address or your telephone number.
We are committed to protecting your privacy. We will use your personal information in accordance with all applicable laws and regulations that relate to data protection and privacy, including the EU and UK General Data Protection Regulation (GDPR).
This Privacy Policy tells you:
- what personal information we collect;
- why we collect this information;
- how we will use it;
- how long we will keep it;
- who else will see it;
- how you can contact us;
- your rights in relation to the personal information that we hold, including your rights to change, delete and see your information.
When using our website we will also place cookies on your device – please see our Cookies page for more information about the cookies we use and how you can change your cookie settings.
In this Privacy Policy, references to Digital Services mean our websites (we refer to these individually as a Website and collectively as the Websites), our mobile application (our “App”) and any software and web-based applications that we make available for your use. References to the “Online Marketplace” means the offering of an online marketplace where third party sellers offer for sale and purchase DIY and home improvement products. References to “we”, “us” or “our” in relation to the Online Marketplace means B&Q Limited.
For the purposes of the GDPR (and equivalent data protection laws), we are the controller in respect of your personal information that we collect and process as further described in this Privacy Policy, unless otherwise stated.
As described below, we may share your personal information with other organisations that may receive and process your personal information as a controller in their own right (see Section 7 for further details).
3. What information do we collect?
We collect the following types of personal information:
(a) Information we collect when you register with us
When you register with us, we may ask you for a number of pieces of information including:
- your name;
- your postal/delivery address;
- your email address;
- your telephone number;
- your profession;
- a password – please keep this safe;
- whether you would like to receive information from us via email, SMS text, post or telephone;
- if you are placing an order, we will also ask for your payment card number, expiry date and CVV number.
- information that you provide by email, over the phone or by filling in forms, including those on our Digital Services. This includes information provided by you at the time of becoming a registered user of our Website, our App or a member of a scheme we operate (including the B&Q Club or the B&Q Energy Saving Scheme) (or any time thereafter) or if you enter any competition, prize draw or promotion sponsored by us. This information could include your name, date of birth, address, contact details, information about your home and information about your DIY and home improvement capabilities and intentions; and
- information concerning your marketing preferences.
(b) Information we collect about how you use our Digital Services and when you shop with us or make contact with us
- When you shop with us instore, online, browse our Websites, App or other organisations’ websites where our adverts are shown, or use our Digital Services, or contact us through a third party platform (such as Twitter, Meta and/or other social media applications) we may collect:
- information about any devices you have used (including the manufacturer, model and operating system, IP address, browser type and mobile device identifiers);
- product selection;
- cookies and information about your online browsing behaviour and history on our Digital Services, your location, and information about when you click on one of our adverts (including those shown on other organisations’ websites);
- details of your orders and/or purchases with or through us;
- information that you provide to us by using our Digital Services, including any photos you have uploaded on our web and mobile platforms and applications;
- information contained in and records of communications between us, including recordings of telephone calls when you contact us and messages sent using instant messaging applications or third party platforms;
- information about your preferences in connection with our Digital Services, for the purposes of enhancing and personalising your experience on our Digital Services;
- CCTV footage in which you feature when you visit our premises; and in the event that you have an accident while on our premises that you bring to our attention, we may record details of that accident and any injury you suffer in the relevant store's accident log. Please note that fixed camera displays are present at our self-checkouts for the purposes of deterring theft from our stores and do not form a part of our CCTV surveillance system.
- user generated content that you consent to us sharing on our website and/or on our social media channels, which may include any photos and information you have posted on your social media account about your B&Q purchase or experience.
Please note that if you register an account and/or shop online with us, we will be able to link the information collected from you before registration and/or your online purchase (such as your online browsing behaviour) to your account and future information that we collect after registration and/or your online purchase.
Some of this data may be collected where you transact through the Online Marketplace – particularly to enable us and the third party seller to handle (i) the online part of the ordering process and (ii) any potential disputes. Where this is the case, both us and the third party seller will act as joint controllers for such personal information. Such processing shall be identified as the “Joint Activities” throughout this Privacy Policy. For any other activities, please refer to the third party seller’s privacy notice (where available).
(c) Information we collect about third party sellers
When a third party seller signs up to sell through the Online Marketplace, we collect the following personal information from the third party seller: names, addresses and passport details of individual directors of the third party seller. We also collect company information about the third party seller (e.g. registered name, address, VAT numbers etc).
In addition, the following categories of personal information from third party sellers are collected by background check service providers (e.g. Dow Jones) and shared with us: Name and registered address of the third party seller.
We may also collect third party seller information through our use of marketplace aggregators (“Aggregators”). This is when as a seller, you sign up to an Aggregator service who share information with us to enable you to contract with us and sell on our websites. Information that Aggregators share with us includes names, addresses and company information e.g., registered name, address, VAT numbers etc.
If you provide us with personal information about another person, you must ensure that before you provide us with their personal information, you have their agreement to do so and that they are aware of the ways in which we use personal information as set out in this Privacy Policy.
4. Why do we ask for this information?
When you place an order we need your contact and payment information to enable us to take payment and fulfil your order or to assist with Joint Activities. You can browse our website without providing us with any of this information. When you want to place an order via the website, we ask you to login or register so you can open a customer profile and upload and save images, save your browsing information and your preferences and retrieve them from any of your devices.
When you book an appointment via our website, we will ask for your name and contact details to manage your booking. We ask for information (for example your tastes in colour and style, the size of your house) to better guide you in the viewing of our offering and use of our services. If the appointment relates to the B&Q Energy Saving Scheme, we will ask for your address, homeowner status, B&Q Club number (if applicable) and details about your property (such as the type (e.g. house, bungalow or flat) of property, number of occupants, energy usage and existing EPC rating) to allow us to provide personalised energy saving recommendations to you. We will also use your name and contact information for the purposes of arranging follow-up appointments, managing progress and referring you to our partners in connection with the scheme.
You may also provide us with personal information via our forums, product questions and reviews, customer support video chat, survey responses or competition and prize draw entries.
We will ask for or collect your personal information when you use or contact our customer support services, including telephone support, instant messaging and video chats, tweets and direct messages.
We collect personal information from third party sellers to ensure that we are only allowing legitimate third parties to sell through Online Marketplace and to ensure we can communicate with third party sellers to enable us to undertake the Joint Activities.
We ask for your consent before using any user generated content on our website and/or on our social media channels. If you give us your consent, you will be able to withdraw it at any time by messaging us on the platform we used to contact you requesting your consent, or by contacting us using the contact details provided below in section 9.
We ask for your permission to send you marketing and promotional material via post, telephone, email and SMS so that we can send you free gifts, discount vouchers, invitations to events, special offers, competitions, prize draws and other marketing material that we believe may be of interest to you. If you give permission, you will be able to withdraw it at any time: by using the unsubscribe link in each communication we send out which will opt you out of receiving either marketing emails or SMS messages, as applicable;
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where you are a registered user of our Website or App, by using the My Account section on our Website or through our App and logging in using your username and password;
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by emailing us [email protected]; or
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by writing to B&Q Customer Services, B&Q House, Chestnut Avenue, Chandler's Ford, Eastleigh, Hampshire SO53 3LE, United Kingdom or by using the Contact Us enquiry form on our Website.
When you use your payment card to make a purchase with us (either instore or online), we will link details of that purchase with other purchases made with the same payment card. (For security purposes, we don’t keep your payment card details for this purpose.) We use this information to better understand how our customers purchase from us. If you join the B&Q Club, or if you opt in to receiving marketing communications from us, we will link details of your purchases with us (including, if you have joined the B&Q Club, details of purchases made before you joined the B&Q Club) with the other details that we hold about you, and we may use this information to make our communications with you more relevant. You can opt-out of this use of your personal information by emailing us at: [email protected].
We may also provide you with offers and marketing information about our products and services printed with your till receipt. We may use personal information we hold about you, including details of the items you’ve bought, in order to provide you with offers and information that we believe may be of interest to you in this way. You can opt-out of this use of your personal information by emailing us at: [email protected].
You do not have to give us permission in order to use our website.
Please note that, even if you choose not to receive this marketing information from us, we may still use your personal information to provide you with important services communications, including communications in relation to any orders you submit, products you purchase or schemes you take part in. We may also offer you the opportunity to indicate the specific types of marketing communications you are particularly interested in receiving from us; where possible, we will tailor the communications you receive to reflect your choices, but we may send you other communications that may be of interest to you. If you are a B&Q Club member, please note that by opting out of marketing communications from us, you will also opt-out of receiving B&Q Club communications.
5. How do we use your personal information
We have set out below the purposes for which we use your personal information. We are also required by law to state a “legal basis for processing”, i.e. to tell you on what grounds we are allowed to use your information, and this is also set out below. The legal basis for each purpose is that we have your consent for the use of your personal information, or that we need to use your personal information in order to perform a contract with you, or that the use of your personal information is necessary for our legitimate interests (in which case we will explain what those interests are), or that we need to use your personal information to comply with law.
