Privacy Policy

At The Works we are committed to protecting your privacy.

This Privacy Policy explains our data processing practices and your options regarding ways in which your personal information is used.

If you have any requests concerning your personal information or any queries with regard to our processing, please contact us via our Contact Centre

For the purpose of the Data Protection Act 2018 (the Act) and the provisions of Regulation (EU) 2016/679 (the General Data Protection Regulation or GDPR), the Works Stores Limited is a data controller. Our Information Commissioner's Office Data Protection registration number is ZA026942.

When do we collect your personal information?

When placing an online order.
When registering for an online account.
When you visit any of our websites.
When you join our Together Rewards Card programme and when you register your Together Rewards Card.
When contacting Customer Services and during any correspondence you have with our Customer Services team.
When you provide us with any personal information in one of our stores. For example, if you complete an accident form.
When shopping in one of our stores your image may be recorded via CCTV for the purpose of crime prevention and security.
When filming in-store, your image may be used (with your consent) for internal purposes only. This is explained in the "What sort of personal information do we collect" section.
When engaging with us on social media.
When responding to a customer survey.
When clicking, opening and/or viewing an email, or links contained within an email, from The Works.

Your contact details and details of the emails and other electronic communications you receive from us, including whether that communication has been opened and if you have clicked on any links within that communication. We want to make sure that our communications are useful for you, so if you don't open them or don't click on any links in them, we know we need to improve our Services.

When you enter any prize draw or competition.

When you review any of our products or services.

When we collect and combine your personal information with publicly available sources (with your consent). Such companies include Experian or Mosaic for data demographic purposes. This is explained in the "How and why we use your information" section.

What sort of personal information do we collect?

If you have an online account with The Works: your name, email address, date of birth, home / billing address, gender, orders, telephone number and an encrypted record of your password.
If you have a registered Together Rewards Card: your name, email address, date of birth, home / billing address, gender, orders, telephone number and an encrypted record of your password.
Details of any purchases you have made in our stores or online, including payment type.
Details of any correspondence (including written, verbal communication and any images you may provide us with) you have with our Customer Services team.
Details of your marketing preferences.
Details of your social media username, if you interact with us through one of these channels.
Information gathered by use of cookies in your web browser.
When shopping in one of our stores your image may be filmed (with your consent) for internal use. If we are filming in-store, a notice will be placed at the store entrance and by the till and you will be given the option to opt out of being filmed.
Details of any reviews you have made of our products or services.
Details of your responses in any our surveys.
Details of visits to our websites including: pages browsed, your IP address, access device and which site you came from to ours.
Details of competitions you have entered or promotions you have participated in.

How and why we use the personal information we collect

Our main uses of your personal information are to process any orders or purchases that you make via our website or in-store and to help us to understand your needs to provide you with the best possible customer experience.

You have rights to change how we use your personal information, which can be found in the "Your choices about your personal information" section.

Please remember that if you choose not to share your personal information with us, you might not receive some of the services that you have asked for.

We may also use your personal information:

Where necessary for the purposes of providing you with our goods and services, for example:

To administer your order and respond to any queries or complaints. We may also retain this information for use during any future correspondence you may have with us. We may pass this information on to our trusted partners to assist you with your query or complaint.
To process refund requests.

For our legitimate interests in promoting and managing our business for example:

To administer any of our prize draws or competitions that you have entered.
Unless you have opted out, to send you email, SMS/text message or other electronic mail to inform you about other products or services provided by us that are similar to those that you have already agreed to, requested or enquired about.
To improve our website. To help us optimise your online customer experience we may collect information about the way you use our website. We may also employ one of our trusted partners to help us look at this information. This is explained in the "Cookies" section below.
To facilitate your membership of the Together Rewards Card programme. We work with a trusted partner to provide the Together Rewards Card programme and personal information will be passed to them to facilitate your programme membership.
To improve your in-store customer experience.
To protect our business and you from fraud or any other illegal activities. We may pass this information on to other trusted partners or law enforcement agencies to use in the same way.

Where our use of your personal information is not necessary for one of the purposes outlined above we may seek your consent to use it in a particular way, for example:

With your permission, we may use and share your personal information with trusted partners to bring you personalised communications about relevant products, promotions, events, competitions and surveys by email, web or SMS. You can opt out of receiving these personalised communications at any time via your online preference centre (which can be accessed using the instructions we include in any communication we send you) or by contacting our Customer Services team.
If we ask you to complete a customer survey.

Where we ask for your consent you are free to refuse our use of your information for those purposes and you may withdraw your consent at any time by contacting us using the details set out below.

Combining your personal information for marketing

We want to bring you products and promotions that are most relevant to your interests. To help us form a better, overall understanding of you as a customer and target offers specifically for you, we combine your personal data gathered across your interactions with us, as described above.

Email Tracking

When you elect to receive marketing emails and newsletters you are also consenting to us tracking the opening of the emails and newsletter we send to you. If you do not wish to have this tracking applied then you need either to elect not to receive marketing from us or to control this with your own settings: We use 'tracking pixels' to identify when you have opened an email. These pixels are simply tiny images that are downloaded as part of your email and your email service provider will inform us when these are downloaded, thus indicating that you have opened the email. Most email service providers (eg Gmail, BT Internet etc) will allow you to select whether or not you automatically download images and these include these tracking pixels. Although this can differ depending on your email provider, generally you can change these in the Settings section of your mail system.

Cookies

'Cookies' are small pieces of information sent by a web server to a web browser, which enables the server to collect information from the browser.

We use cookies for a number of purposes, for instance to enable us to simplify the logging-on process for registered users, to help ensure the security and authenticity of registered users, to provide the mechanisms for online shopping and to enable traffic monitoring.

Non-registered visitors of the site are sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile. In addition, any visitor who has clicked on our advertisement on another site that links to us will be sent a semi-persistent (e.g. one week's lifetime) anonymous cookie that will allow us to analyse advertising effectiveness and manage our relationship with affiliate sites, if any.

Whilst you do not need to allow your browser to accept cookies in order to browse much of our web site or to access many of our services, you must have cookies enabled if you wish to shop online at any of our stores or access any areas reserved for registered users.

Most browsers allow you to turn off the cookie function. If you want to know how to do this please look at the help menu on your browser. As described above, this will restrict some of our services you can use.

How do we protect your personal information?

At The Works, we take the security of your personal information very seriously and engage the following best practices to keep your personal information secure:

All our transactions are PCI Level 1 compliant. Click Here for further information on PCI.
Your access to all transactional areas of our websites are secured via "https" technology.
Access to your personal information is password protected and sensitive information is secured via SSL encryption and TSL 1.2 protocol.
We regularly monitor our systems for vulnerabilities or attacks.
We do not transfer your personal information outside the European Economic Area.

Your rights and choices about your personal information

Your personal information is protected under data protection law and you have a number of rights (see below) which you can seek to exercise. Please contact us in writing, by email or telephone using the details shown under 'Contact and Complaints' below if you wish to do so, or if you have any queries in relation to your rights.

You have choices regarding the personal information that you share with The Works:

If the personal information we hold about you is inaccurate or incomplete you have the right to have this information corrected. If you have an online account or a registered Together Reward card, you can access and edit your personal information for yourself via www.theworks.co.uk and clicking on the Account button at the top of the home page. Alternatively you can contact our Customer Services team.
You can also access the personal information that we hold about you by making a Subject Access Request.
You can request to close your accounts and delete all the personal information we have about you by contacting our Customer Services team. Please note that this right is not absolute and it may not be possible for us to delete the information we hold about you, for example, if we have an ongoing contractual relationship or are required to retain information to comply with our legal obligations.
You can opt out of receiving personalised communications from The Works at any time via your online preference centre (which can be accessed using the instructions we include in any communication we send you) or by contacting our Customer Services team. Please note that you may continue to receive communications from The Works for a short period of time, whilst we process your request. However, we may still send you servicing messages such as emails relating to an order you have placed with us or a notification when you receive a Reward Voucher on your Together Rewards Card.
You can instruct us to send your information to another organisation, where this is technically feasible.

Please remember that if you choose not to share your personal information with us, you might not receive some of the services that you have asked for.

Our website may, from time to time, contain links to and from other websites. If you follow a link to any of those websites, please note that they have their own privacy policies and that we do not accept any responsibility or liability for their operation. Please check these policies before you submit any personal information to those websites.

How long do we keep your information for?

We will only retain and process your personal information for as long as we have a legitimate reason to retain and process it.

When you place an order with us online or make a purchase in-store, we will keep the personal information you give us for six years.

We will keep details of your membership of your Together Rewards Card programme for as long as you remain an active member. Your Together Rewards Card account will be closed and your personal information anonymised if you do not show any activity on your account for six years.

At the end of the retention period, will delete any personal information or anonymise it.

Who we share your personal information with

At The Works, we promise never to sell your personal information to any third parties.

We may share your personal information with our trusted business partners to process transactions in the course of fulfilling your order and to further improve your customer experience.

We will only provide information they need to perform their specific services and they may only use your personal information for the exact purposes we specify. With your consent we my pass your information to named third parties so they can send you marketing material about products and services they offer.

Details of the types of trusted business partners we may work with and the personal information shared with them can be found in the "How do we use the personal information we collect" section of this privacy policy

Contact & Complaints

If you have any questions about how we treat your personal data and protect your privacy, if you have any comments or wish to seek to exercise any of your rights as outlined above or to complain, please contact us:

By post to Data Protection Officer, The Works Stores Ltd, Boldmere House, Faraday Avenue, Hams Hall Distribution Park, Coleshill, Birmingham, B46 1AL
By email to dataprotection@theworks.co.uk
By telephoning us on:

 0121 313 6050

Acceptance

By continuing to use The Works services, you agree to the terms of our Privacy Policy.

Notification of changes to this policy

If we update our Privacy Policy, we will post these changes on our website.

If at any time we decide to use your personal information in a manner different from that stated at the time it was collected, we will tell you. You will have a choice about whether or not we can use your information in this different manner.