Greene King Customer Care Team
Abbot House
Westgate Brewery
Bury St Edmunds
Suffolk
IP33 1QT
Email: CustomerCareTeam@greeneking.co.uk
Phone: 0845 850 4545
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Log in to your accountThis notice explains what we do with your personal data and the steps we take to keep it secure. It explains when and how we collect personal data, who we share it with, how we process it and what your rights are in respect of the personal data processing we carry out.
As the country's leading pub retailer and brewer, Greene King creates fine ales from our two historic breweries in Bury St Edmunds and Dunbar for sale in pubs, restaurants, hotels and shops across the UK. Our products and services trade under a wide range of well-known brands, including Greene King, Greene King IPA, Old Speckled Hen, Abbot Ale and Belhaven.
When we say ‘we’, ‘us’ or ‘our’ in this notice, we are referring to Greene King Brewing and Retailing Limited. We are the data controller in respect of the www.greeneking-heretohelp.co.uk website and the services described in this notice. Our ICO registration number is ZA054235.
We believe that a good free trade customer experience means:
To do these things well, we need to process some of your personal data. We do this whenever:
It’s worth remembering that personal data, which is covered by this notice, refers to information about you as an individual. Information about any companies that you own or operate through is not personal data.
Where we do hold personal data on you, we don’t keep it for any longer than we need it. See our retention periods for more details.
Sometimes we need to share your personal data with other Greene King companies or with other organisations that help us provide our products and services to you. We will not sell your personal data and we do not allow these organisations to use your personal data for anything that’s not described in this notice. We might also need to share your personal data to uphold your rights, our rights or the rights of other people and we may need to share your personal data to meet some of our legal obligations. See the data sharing section for more details.
You can find out more about how we meet our data protection law obligations here. This section also explains what rights you have in respect of the personal data processing we do, and how you can exercise them.
Most of our websites use cookies. Cookies are small text files which websites store on the device you use to access our websites. Some cookies contain personal data. In general, we use cookies to run our websites, monitor their use and understand how our customers use them. See our cookie policy for more details.
When you open a new free trade account we will ask you to complete an application form containing your name, address, telephone number, date of birth, the legal form through which you trade (eg sole trader, partnership or limited company) and, if you are paying by direct debit, your bank details. We will also ask for a copy of your passport, driving licence, recent utility bills and bank statements. If you have a trading history, we will also ask for statements from a previous supplier containing your name and address so that we can obtain trade references. So that we can confirm your creditworthiness we will undertake a credit check about you and as part of this process we will also undertake a search of the Land Registry or Register of Scotland when there is insufficient information from the credit check to establish creditworthiness.
We will also ask if you want to sign up for direct marketing, see when you sign up for direct marketing.
When we lend you money or enter a sponsorship arrangement with you we will ask for your name, address, previous address, address of any properties you own, telephone number, date of birth, bank details, lease copies and will ask for a copy of your passport and driving licence. We will undertake a credit check so that we can confirm your creditworthiness andas part of this process we will also undertake a search of the Land Registry or Register of Scotland when there is insufficient information from the credit check to establish creditworthiness or as evidence of the security you can provide to us.
We will use all of this information, as well as information from third parties to help us decide whether to lend money to you and whether to sponsor your business. Please see the section on who we share data with for more information.
When you act as a guarantor or provide security for one of our free trade customers we will ask for your name, address, date of birth, telephone number and a copy of your passport and driving licence If you provide a guarantee we will record details of the guarantee or security that you provide.
When you use one of our services, we will ask you if you want to receive direct marketing from us. You don’t have to sign up for direct marketing – it’s your choice. We will not send you excessive amounts of marketing and every marketing message we send includes an easy way for you to opt out. We use the information gathered when you open a free trade account to personalise our direct marketing, such as by addressing you by name, and targeting our marketing based on your age, birth date and where you live.
You can opt out of receiving direct marketing at any time by following the unsubscribe instructions in any of our marketing messages or by contacting our team.
In order to anticipate the supply of our products we may discuss your business plans with you. In this instance we will ask for your name, address and telephone number. We may also record any other information relevant to our discussions.
If you want to purchase beers from us we can deliver them directly to you. To do this we will ask for your name, postal address, email address and payment details.
In order for you to pay for any goods or services that Greene King provide we will need your bank details and may ask you to sign a direct debit mandate form. If you pay for anything with a payment card, we will ask for your name and the card number, start and expiry date, verification code (CVC). We will also need these details to make any refunds.
If we have agreed to provide you with a retrospective discount and you are not opening a free trade account we will ask for your name, address, telephone number and bank account details.
When we work together on a promotion in order to drive the sales of our beer in your pub, we will collect your name, address and email address and record the terms of the promotion we have agreed.
Please refer to the privacy notice on the www.greenekingbeerrewards.co.uk website.
Please refer to the privacy notice on the www.beer-genius.co.uk website.
When you sign up to receive information about our hospitality events or we invite you to one of our events we will ask for your name, address, telephone number, email address and date of birth. For certain events we may also ask for your passport details, dietary requirements and medical information in order make arrangements for you at the event.
We will ask for your name, telephone number, email address and date of birth so that we can identify you and discuss your enquiry with you. We will also ask for any other relevant information, such as further information about you, your purchases and the nature of your query or complaint. We will use this information to take your enquiry and respond appropriately to it.
We record some of the telephone calls we receive, including all of the calls to our free trade customer sales team, customer care department and credit control. We use the recordings for staff training and to refer back to if you question something we said or you make a complaint. If we intend to record your call, a recorded message will be played first to inform you before the recording starts.
If you are unfortunate enough to be involved in an accident during use of our products or services, we will ask for your name, address, phone number, age and any other details that relate to the accident, such as information about any relevant health conditions you have or any injuries or treatments you received.
If you need to provide us with information about other people, either as part of the application process or at any other time during the course of your relationship with us, Please ask them to read this notice before you do so.
Information about |
Is kept until |
When you use our websites |
Please refer to our cookie policy for information about the lifespan of cookies. |
When we need to verify your age |
No information is retained, unless required for another purpose in this list. |
When you open a new free trade customer account |
6 years after all money owed to us has been repaid and your account is closed.
Any credit check reports are kept until the end of the application stage. |
When we lend you money, sponsor you, provide a retrospective discount to you or you act as a guarantor or provide security |
6 years after all money owed to us has been repaid and the account is closed.
Credit check are kept until the end of the application stage. |
If you opt out of direct marketing |
We will keep your name, email address and postal address indefinitely, so that we can ensure we don’t accidentally send you direct marketing messages again without you having first opted back in. |
When we discuss your business plans |
6 years after all money owed to us has been repaid and the account is closed. |
When you order from us, make a payment, sign a direct debit mandate or request a refund |
6 years after all money owed to us has been repaid and the account is closed. |
When we collaboration on a promotion |
12 months after our financial year end following the end of the promotion. |
When we entertain you |
12 months from the end of the event you have signed up to receive information about or attend. |
When you submit queries or complaints |
1 year from the date of the last correspondence on the matter. |
When we record telephone calls to our offices |
3 months from the date of the recording. |
When an accident occurs |
6 years from the date of the accident, or 3 years from the age at which a child becomes an adult, or 3 years from the date of settlement of a claim, whichever occurs last. |
When you make a request to exercise your data protection rights |
Information about your request and our response will be kept for 12 months from the date of our final response to you. |
When information is relevant to a legal action, proceeding or claim |
6 years from the date that the action, proceeding or claim is settled. |
Any of the information we collect from you may be shared with other companies within the Greene King group:
Company |
Role |
Registered Office |
Greene King plc |
This is the holding company in the Greene King group |
Westgate Brewery, Bury St Edmunds, Suffolk IP33 1QT |
Greene King Services Limited |
This company employs the employees who you will deal with in Greene King Brewing & Brands. |
Each of these companies is bound by the terms of this privacy notice and they are also required to comply with our data protection policies. They are not permitted to use your personal data for their own purposes.
We work with a number of third-party suppliers and service providers. Many of these organisations process personal data in order to provide products or services to us or on our behalf. See the third-party data sharing list for more details.
Organisation | Contact details | Data shared | Reason for sharing | International data transfer Destinations |
Facebook, Inc | 1 Hacker Way, Menlo Park, CA94025, USA www.facebook.com/about/privacy |
Email address, postal address, DOB | Marketing via social media and marketing analysis | Y, USA under privacy shield |
Google, LLC | 1600 Amphitheatre Parkway, Mountain View, CA 94043, United States https://policies.google.com/privacy?gl=uk |
Cookie information, IP address | Website analytics | Y USA under privacy shield |
Sky UK Limited | Grant Way, Isleworth, Middlesex, TW7 5QD https://service.thecloud.net/service-platform/privacy-policy/ |
Name, age, address, email address, gender and mobile number | Providing the wi-fi service in our pubs and restaurants | |
Mobas Limited | Cambridge House, 65 London Road, Stapleford, Cambridge CB22 5DG https://www.mobas.com/privacy-notice |
Customer information obtained via the web, web-derived customer metrics and analytical information | Managing and maintaining our websites | |
Zone Limited | Western Transit Shed, 12-13 Stable Street London N1C 4AB https://www.zonedigital.com/uk/privacy-policy/ |
Customer information obtained via the web, web-derived customer | Managing and maintaining our websites | |
Retail Impact Solutions | Rosemount Design Studio 2 Topcliffe Road, Sowerby, Thirsk, North Yorkshire YO7 1QU | Customer information obtained via the web, web-derived customer metrics and analytical information | Managing and maintaining our websites | |
WAA Chosen Limited | Wrens Court, 58 Victoria Road, Sutton Coldfield West Midlands B72 1SY http://waachosen.co.uk/privacy-policy/ |
All: Name, email, DOB, Winners: Name, Postal Address, Telephone, Copy of ID (passport or drivers licence) | Fulfillment of on-pack and on trade promotions | |
Influencer Marketing Communications Limited (10 Feet Tall) | Ashford House, Grenadier Road, Exeter, Devon, EX1 3LH | Name, email, address, DOB, town/city, contact number, shirt size | Fulfillment of on-pack and on trade promotions | |
DHL Parcel UK | 120 Buckingham Avenue, Slough SL1 4LZ | Name, Postal address, email address, telephone number | Greene King Online Shop order fulfilment | |
Inspire Design Consultancy Limited | 5 Chapel Street, Bildeston, Ipswich, Suffolk, IP7 7EP www.inspiredc.co.uk/privacy-policy |
Customer information obtained via the web, web-derived customer metrics | Managing and maintaining our websites | |
Sage Pay Europe Limited | North Park, Newcastle upon Tyne, NE13 9AA www.sagepay.co.uk/policies/privacy-policy |
Name, address, payment card information | Making card-based payments and refunds | |
Century Logistics | Unit 1 Saxham Business Park, Little Saxham, Bury St Edmunds IP28 6RX | Name, address, telephone, payment card information | Pick and pack of beer and merchandise orders | |
4C Associates Ltd | 5th Floor Kings House, 174 Hammersmith Road, London, W6 7JP https://www.4cassociates.com/privacy-policy/ |
Email address, first name, form responses obtained via web form tool | Providing access to unique supplier deals | |
JotForm Inc. | 111 Pine St. Suite 1815, San Francisco, CA 94111, USA https://www.jotform.com/privacy/ |
Web form Tool Form responses, email address, first name, usage data incl. IP address, device data referral data, cookie information | Providing access to unique supplier deals |
These organisations are bound by the terms of this privacy notice and they are also required to comply with our data protection policies. They are not permitted to use your personal data for their own purposes.
International data transfers
Some of the third parties we work with have operations in countries outside of the European Union or the European Economic Area. Before your personal data is transferred outside of these regions, we implement at least one of the following safeguards:
We will share your personal data if we are required to do so by law or by a regulatory authority. For example, we may have to share your personal data for the detection or prevention of crime, fraud or money laundering, or to allow a regulator or ombudsman to investigate a complaint you have submitted to them.
During the application process we will share your data with a credit reference agency to enable use to verify your creditworthiness. We will share your personal data if we need to do so to protect our business interests, such as to enforce the terms of a contract, pursue an overdue debt, defend our legal rights or to ensure that third parties understand where responsibilities lie as between you and us.
As we develop our business, we might sell or buy group companies or other businesses. This might involve transferring customer information to the person buying the businesses. If this happens, the new owner will be bound by the terms of this privacy notice.
Occasionally, we may need to share your data to protect the rights of other organisations or people. In these cases, we will try to contact you to seek your consent first but this may not be possible, especially in the event of a medical or other emergency.
We have adopted the measures that we believe are necessary to comply with the Data Protection Act 1998 and we are preparing for the act’s replacement, which will fully embed the General Data Protection Regulation into UK law.
We have also adopted the measures that we believe are necessary to comply with the Privacy and Electronic Communications Regulations 2003. This law sets out an additional set of rules that we must follow whenever we communicate with you via any of our websites and apps, or by telephone, fax, email or text message.
We protect the personal data we hold from theft, accidental loss, corruption and other threats that would have a negative impact on our customers. These protective measures include:
As well as the security measures mentioned above, we have a team of people whose job it is to make sure that Greene King does the right thing the right way whenever we’re processing personal data. This team includes a Data Protection Officer, who can be contacted using these contact details.
There are a set of checks we apply to make sure we process personal data fairly and transparently. These include:
The ICO have published a helpful guide to lawful bases for the general public which you can find here. The lawful bases we rely on for the processing we do are shown in bold typeface in this table:
Purpose |
Lawful basis |
When you use our websites |
We process this personal data because it is in our legitimate interests to provide a fully-functioning, accessible and useful website to our customers. |
When we need to verify your age |
We process this data to satisfy our legal obligation to not sell alcohol to anyone under the age of 18. We also do so because it is in our legitimate interests to ensure that we do not market alcohol to anyone under the age of 18. |
When you open a free trade account, we lend you money, we sponsor you, we provide a retrospective discount to you, you act as a guarantor or provide security |
This processing will be part of the pre-contract steps necessary for us to agree the terms of a contract with you.
We also believe it is in our legitimate interests for us to undertake credit reference checks about you and undertake a Land Registry and Register of Scotland search to confirm your creditworthiness and ability to provide security. |
When you sign up for or opt out of direct marketing and when we send direct marketing to you |
We are a responsible marketer, so we don’t send marketing to people who have asked us not to do so.
We send electronic direct marketing to people who consent to receive it, such as customers who sign up to one of our email clubs or to our customers who, when notified that we wanted to send them marketing information, chose not to opt out (this is a type of consent known as a soft opt-in).
Occasionally, we send marketing information by direct mail. In these cases, we do so as we believe it is in our legitimate interests to let our customers know about our products, brands, services and any special offers we are running.
Customers who no longer want to receive our marketing have the right to opt out by withdrawing their consent at any time. The easiest way to do this is to follow the instructions in the last marketing message you received but you can also notify our team if you no longer want to receive direct marketing. |
When we discuss your business plans, we collaborate on a promotion or we entertain you |
We process personal data for core business activities in connection with the contracts that exist between us.
Sometime we will process this data because it is in our legitimate interests to make you aware of products and services that we offer. |
When you make a payment, sign a direct debit mandate or request a refund |
We process personal data for core business activities in connection with the contracts that exist between us. |
When you submit queries or complaints |
We receive and respond to lots of different types of enquiry. Generally our processing will be necessary for us to meet the terms of the contract we have with you.
Otherwise we do so because it is in our legitimate interests to allow you to tell us what you think of our service, what we do well and what you think we can improve on. |
When there is a legal action, proceeding or claim |
If the claim relates to an accident we record the details primarily for compliance with our legal obligations.
The claim may also be processed under the terms of a contract with you or to to protect our business interests and so this processing is a legitimate interest for us. |
Data protection laws give you certain rights and as a responsible data controller, we are committed to uphold these for you:
Name of right |
Description |
How to make a request |
Information |
You have the right to know what we want your personal data for, what we will do with it, who we share it with and how long we keep it for. This is the primary reason for publishing this notice. |
Send any questions you have about our privacy notices to ontradesupportteam@greeneking.co.uk |
Access |
You have the right to be sent information about the personal data we have about you and a description of what we are using it for. This is also known as a ‘subject access request’, ‘SAR’ or ‘DSAR’. |
Send your request to dataprotection@greeneking.co.uk |
Rectification |
You have the right to ask us not to process inaccurate personal data or to ask us to correct it. |
Send your request to our ontradesupportteam @greeneking.co.uk
Some conditions and limits apply to these rights: you can find out more about these on the ICO website. |
Erasure (‘right to be forgotten’) |
You have a right in certain situations to ask us to delete your personal data. |
|
Restrict processing |
You have a right in certain situations to ask us not to process your personal data. |
|
Object to processing |
You have the right in certain circumstances to object to the fact that we are processing some of your personal data. |
|
Portability |
You have the right in certain circumstances to ask us to pass some of your personal data to another data controller on your behalf. |
|
Complain |
You have a right to lodge a complaint with the UK Information Commissioner’s Office or in some situations, another European Union data protection authority. |
Send your complaint to the ICO.
You can find a list of all European Union data protection authorities here. |
Withdraw consent |
Most of the personal data processing we do does not rely on your consent to make it lawful but any consent that we are relying on can be withdrawn by you if you decide you wish to do so. |
Follow the unsubscribe instructions in any of the marketing messages we have sent you or send your request to ontradesupportteam @greeneking.co.uk |
Detailed information about all of these rights can be found on the ICO website.
When you notify us that you want to exercise any of your rights, we will acknowledge your request as soon as possible and ask for any information we may need to verify your identify: if we don’t already know who you are, we will ask you to send us a copy of your passport or photo-card driving licence, so that we can check your name, address and signature.
Once we have confirmed your identity, we will validate your request then gather together the information we need to be able to respond fully to it.
Whilst we always try to carry out this work as quickly as possible, it may take us up to 30 days to respond to you in full. If your request is particularly difficult to respond to, we may ask you for any further information that will help us respond more quickly, or ask you if there is some information that you want particularly urgently. We may also respond to your request in phases, as relevant information becomes available.
If we cannot satisfy your request within 30 days, we will write to you to tell you why, and when we expect to be able to provide you with a full response. If for any reason we decide that we should not respond in the way you have asked us to, we will provide you with our decision and our reasons for reaching it within 30 days.
This notice is effective from 18 June 2018. You can see the previous version of this privacy notice here. You can check if the privacy policy has changed by revisiting this webpage at any time. If we make any significant changes to this policy, if we have your email address, we will email you to let you know.