About this policy
This policy describes how we use your personal data when you visit our website (www.visitnorfolk.com) or when we provide services to you. We have provided this policy to ensure that you understand what personal data we may collect and hold about you, what we may use it for and how we keep it safe. You have legal rights to access the personal data that we hold about you and to control how we use it which are also explained.
You can read, print and save this whole policy or click on the links below to see specific information about:
- Who we are and how you can contact us
- What personal data we collect about you
- What we use your personal data for
- Consent and other legal grounds for processing your personal data
- Personal data you are legally obliged to provide
- Your rights to know what personal data we hold and to control how we use it
- Automated decision making and profiling
- When we will share your personal data with others
- How we keep your personal data safe
- How we use your personal data for marketing
- When we will send your personal data to other countries
- How long we keep your personal data
- How you can make a complaint
- How we keep this policy up to date
Who we are and how you can contact us
Visit Norfolk is run under contract by Visit East Anglia Limited, a UK registered company. Our registered address is Bankside 300, Peachman Way, Broadland Business Park, Norwich, NR7 0LB and our registered company number is 07741044. We operate our business under the brand names Visit East of England, Visit Suffolk and Visit Norfolk.
You can contact us in writing at the address given above or by emailing email@example.com
What personal data we collect about you
- Personal data that you provide to us. There are several ways in which you may share your personal data with us. For example, you might contact us with an enquiry, sign up for one of our newsletters, or enter one of our competitions or surveys. The personal data that you provide to us may include your name, address, e-mail address and phone number. If you are contacting us in a business context, we may also collect your business name, business address and details related to what your business does.
- Personal data that we receive from third parties. If we work with other businesses or use sub-contractors these parties may collect personal data about you which they will share with us. For example, if you register for one of our events through Eventbrite, Eventbrite will pass your details to us.
- Personal data about your use of our website. This is technical information and includes details such as your IP address, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, as well as details of how you navigated to our website and where you went when you left, what pages you viewed or searched for, page response times, download errors, length of visits to certain pages and page interaction information (such as scrolling, clicks, and mouse-overs).
What we use your personal data for
We use your personal data in the following ways:
- Personal data that you provide to us is used to:
- Provide you with the information and services that you request from us
- Provide you with marketing information in accordance with your marketing preferences (see How we use your personal data for marketing)
- Manage and administer our business
- Review and improve our services
- Personal data that we receive from third parties is combined with the personal data that you provide to us and used for the purposes described above.
- Personal data about your use of our website is used to:
- Administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes
- To improve our website to ensure that content is presented in the most effective manner for you and for your computer or mobile device
- To allow you to participate in interactive features of our service, when you choose to do so
- As part of our efforts to keep our site safe and secure
- To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you
- To make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them
Consent and other legal grounds for processing your personal data
Whilst we always want you to be aware of how we are using your personal data, this does not necessarily mean that we are required to ask for your consent before we can use it. In the day to day running of our business we may use your personal data without asking for your consent because:
- We are entering into and carrying out our obligations under a contract with you
- We need to use your personal data for our own legitimate purposes (such as the administration and management of our business and the improvement of our services) and our doing so will not interfere with your privacy rights
- We are subject to legal obligations that require us to use your personal data in certain ways (such as disclosing information to HM Revenue & Customs)
In exceptional circumstances we may wish to use your personal data for a different purpose which does require your consent. In these circumstances we will contact you to explain how we wish to use your data and to ask for your consent. You are not required to give consent just because we ask for it. If you do give consent you can change your mind and withdraw it at a later date.
The most common situation in which we will process your personal data on the grounds of consent is where we wish to send marketing communications to you. Please refer to the section on How we use your personal data for marketing to read about our marketing practices.
To help you understand the legal grounds we rely on for different types of processing, we have set out an overview of the main processing activities we undertake and the relevant legal grounds below:
Categories of personal data used Purpose Legal basis
Name and contact details To respond to your enquiries regarding our services Legitimate interest (in growing our business and developing new customer relationships) and/or contractual necessity
Name and contact details. To manage our relationship with you e.g. to keep your details up to date and notify you of any changes to our contractual documents or privacy policies, and (if you are a business registered on our site), send you a yearly reminder to check your details are up to date. Legitimate interests (to keep our records updated and understand how our customers use our goods and services)
Name, contact details, and your marketing preferences. To send you appropriate marketing communications in accordance with your marketing preferences Consent and/or legitimate interests (to grow and develop our business)
Name, contact details and technical data about your use of our website To manage and administer our business and website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) Legitimate interests (to run our business, provide administration and IT services, ensure network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercises) and legal obligations
Name, contact details, details of your interests and preferences, technical data about your use of our website, your marketing preferences To develop and improve our website, products/services, and our customer relationships and experience Legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business, to improve our products and services and to inform our marketing strategy)
Personal data you are legally obliged to provide
You are not under a legal obligation to provide us with any of your personal data but please note that if you elect not to provide us with your personal data we may be unable to provide our services to you.
Your rights to know what personal data we hold and to control how we use it
You have a legal right to know what personal data we hold about you – this is called the right of subject access. You can exercise this right (or any of the other rights described below) by sending us a written request at any time. Please mark your letter “Data Subject Request” and send it to us using the details in the Who we are and how you can contact us section.
You also have rights to:
- Prevent your personal data being used for marketing purposes (see How we use your personal data for marketing for further details)
- Have inaccurate personal data corrected, blocked or erased
- Object to decisions being made about you by automated means or to your personal data being used for profiling purposes
- Restrict our use of your personal data
- Require that we delete your personal data (the “right to be forgotten”)
- Require that we provide you, or anyone that you nominate, with a copy of personal data you have given us in a structured electronic form such as a CSV file
You can find full details of your personal data rights on the Information Commissioner’s Office website at ww.ico.org.uk.
Automated decision making and profiling
We do not make use of automated decision making or profiling.
When we will share your personal data with others
- We share your data with the following people in the day to day running our business:
- The business partners, suppliers and sub-contractors we work with to provide you with goods or services that you have requested from us, for example, we receive IT support from an external company who have access to our system when we require assistance.
- Advertisers and advertising networks (see How we use your personal data for marketing for more information
analytics and search engine providers that assist us in the improvement and optimisation of our site
- We may also share your personal information with third parties on a one-off basis, for example, if:
- We sell or buy any business or assets (including our own), in which case we will disclose your personal data to the prospective seller or buyer of such business or assets
How we keep your personal data safe
We take every care to ensure that your personal data is kept secure. The security measures we take include:
- Only storing your personal data on our secure servers
- Ensuring that our staff receive regular data security awareness training
- Keeping paper records to a minimum and ensuring that those we do have are stored in locked filing cabinets on our office premises
- Maintaining up to date firewalls and anti-virus software to minimise the risk of unauthorised access to our systems
- Enforcing a strict policy on the use of mobile devices and out of office working
Unfortunately, sending information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of personal data sent to our website; you send us personal data at your own risk. Once we have received your personal data, we will use strict procedures and security features (some of which are described above) to try to prevent unauthorised access.
How we use your personal data for marketing
We only carry out direct marketing via email. We will only add your details to our email marketing database if you have given your consent to receive marketing. Examples of when we might ask you if you would like to opt in are when you:
- Make an enquiry about our services
- Buy our services
- Tell a third party that you would like them to pass us your contact details so that we can send you updates about our services. For example, if we sponsor an event, the people hosting the event might ask you if you would like to receive email marketing from us. If you consent, they will pass your details and proof of your consent to us.
You can check and update your current marketing preferences at any time by calling or emailing us using the details set out in the Who we are and how you can contact us section above. There will also be an ‘unsubscribe’ link at the bottom of each marketing email we send you.
We will only share your personal data with third parties for marketing purposes if you provide us with your consent to do so by ticking a box on a form we use to collect your personal data.
When we will send your personal data to other countries
Supplier Reason for transfer – Location Safeguard
The Rocket Science Group LLC d/b/a MailChimp: We use MailChimp to send out our email marketing USA Supplier is registered with the EU – US Privacy Shield
Dropbox Inc Cloud based data storage USA Supplier is registered with the EU – US Privacy Shield
SurveyMonkey Inc: We use SurveyMonkey to send surveys by email USA Supplier is registered with the EU – US Privacy Shield
How long we keep your personal data
We only keep your personal data for as long as we actually need it. In practice this means that:
- If you make an enquiry, we will retain your details for as long as your enquiry is being dealt with but then delete your personal data and copies of your emails within 3 months after the last date we hear from you in relation to that enquiry.
- If you own a business which you have registered on our websites, we will retain your details for as long as you actively manage your listing and keep it up to date. If you do not update your listing for 18 months or more, we will remove your listing and also delete any records we hold about you, including your personal data.
- If you have opted in to receive email marketing, we will retain your details until you say you would like to be removed from our marketing list/unsubscribe. If we receive 2 ‘bounce back’ emails in a row saying that our email has not been delivered, we will automatically remove you from our marketing list.
complaint records for  years
Please note that we may anonymise your personal data or use it for statistical purposes. We keep anonymised and statistical data indefinitely, but we take care to ensure that such data can no longer identify or be connected to any individual.
If you have any questions about our data retention practices, please contact us using the details in the Who we are and how you can contact us section.
How you can make a complaint
If you are unhappy with the way we have used your personal data please contact us to discuss this using the contact details set out in the ‘Who we are and how you can contact us’ section above.
You are also entitled to make a complaint to the Information Commissioner’s Office which you can do by visiting www.ico.org.uk. Whilst you are not required to do so, we encourage you to contact us directly to discuss any concerns that you may have and to allow us an opportunity to address these before you contact the Information Commissioner’s Office.
How we keep this policy up to date
We will review and update this policy from time to time. This may be to reflect a change in the goods or services we offer or to our internal procedures or it may be to reflect a change in the law.
The easiest way to check for updates is by looking for the latest version of this policy on our websites (www.visiteastofengland.com, www.visitsuffolk.com and www.visitnorfolk.com) or you can contact us using the details in the Who we are and how to contact us section to ask us to send you the latest version of our policy.
Each time we update our policy we will update the policy version number shown at the end of the policy and the date on which that version of the policy came into force.
This is policy version  which came into effect on [02/07/2019].