Privacy policy

Within this Privacy Policy “we”, “us”, “our” and “company” means Crabtree & Crabtree Lettings Limited (incorporated in England with company number 06944414), trading as Crabtree & Crabtree of 1 Bridge Street, Kelso, TD5 7HT.

The Data Controller is Crabtree & Crabtree Lettings Limited at the address above.

The designated Data Controller Representative is Emma Crabtree, who can be contacted by email at emma@crabtreeandcrabtree.com by telephone on 01573 226711 or by post at the address above.

We may collect, process, store and transfer the following information about customers:

• Identity information including your first name, last name, marital status, title and gender.
• Contact information including your address, e-mail address and telephone numbers.
• Booking information including details of the party and special booking requests.
• Financial information including bank details and credit/ debit card information.
• Technical information including your IP address, login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and other technology on the devices you use to access our website.
• Communications information including your correspondence with us and any feedback that you provide us with.

We may collect the following information about owners:

• Identity information including your first name, last name, marital status, title and gender.
• Contact information including your address, e-mail address and telephone numbers.
• Property information including address, details, photographs and videos.
• Financial information including bank details.
• Profile information including your username and password.
• Booking information including booking details and financials.
• Marketing communications including information provided to us for marketing purposes such as press stays, PR, blogs and other promotional activities.
• Communications information including your correspondence with us.

We obtain information in the following three ways:

1. Information you give us

• When using our web site including booking, enquiry and contact us forms
• By email
• By letter
• By telephone
• In person
• Via social media
• Via our newsletters

2. Information we collect when you use our web site

To deliver the best possible website experience, we collect technical information including your IP address, login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and other technology on the devices you use to access our website.

Our website uses cookies to provide increased functionality when you are using our services. This helps us to provide you with a good experience when you browse our website and also allows us to improve our website and our services.

Unless you have adjusted your browser settings (where possible) to refuse cookies, our systems will issue cookies as soon as you visit our websites or access other services. If you have switched off cookies then some of the functionality of our services may not be available to you.

The cookies that we use on our websites only collect anonymous information to optimise our services, and do not collect personal information.

Please note that not all the cookies on our sites are set by us.

3. Information we collect from other sources including

• Third party sites on which we advertise our properties.
• Payment providers.
• Marketing service providers.

To fulfil our contract to you  

We need your personal information to fulfil our contractual obligations to you, for example booking a holiday or letting your property through us.

To provide a service

We will need you to supply us with specific information when you contact us or engage with us to provide a service including:

For customers

To respond and communicate with you about an enquiry.

To place, manage and communicate with you about a booking.

To show you properties on your wish list.

To process a payment.

To answer queries about your booking or general information, such as information about the local area.  

To enable you to communicate with property owners or their representatives, for instance to report an issue at a property.

To continually improve our marketing and service to you.

To keep you up to date with our news, new properties and special offers.

To notify you if you have won a competition.

For owners

To provide holiday let market information to prospective owners.

To make bookings for your property.

To confirm details of bookings.

To allow us to market your property.

To analyse property performance.

To make owner payments.

To enable you to communicate with guests, for instance with regard to an issue at a property.

To send you relevant news on the holiday letting market and legislative updates.

To answer your queries.

You can opt out of receiving our marketing newsletters at any time. For information on how to opt out, please see ‘Consent and opting out of marketing communications’ below.

To continually improve our services and the standard of accommodation we offer

We use your feedback to improve our services and pass information onto property owners to improve the standard of accommodation and service that we provide.  Any feedback guests provide will be shared with the owner unless requested otherwise.

To provide guest feedback for other customers

We may also use your feedback, either provided directly to us or noted in the Visitor’s Book or feedback forms at a property, as a testimonial on our web site, on social media and on other marketing material.  We will only display your surname as well as the month and year of your booking alongside the property you stayed in, unless you have given us permission to provide further details of your identity.

To monitor company performance and to assist business development

We use data to analyse:

Property and financial performance

Key demographics for marketing purposes

Customer service

To fulfil a legal obligation

Information will be shared with the relevant authorities if required to do so by law.

With your consent

We may share your personal information for other purposes not detailed above if we notify you and you provide your specific consent.

At the time of collecting your personal information, we will ask for your consent to email you our marketing communications. If you say no, we will make a note of this on your profile and, unless you notify us to the contrary at a later date, only send you information relating directly to your enquiry or booking.

If you say yes, you can change your mind at any stage by clicking on the unsubscribe link at the bottom of our promotional emails. If you prefer, you can email your request to unsubscribe@crabtreeandcrabtree.com, or call us on 01573 2226711. 

• We adopt best practices and implement appropriate technical and organisational measures to protect your personal information against accidental or unlawful destruction, loss, change, or damage.  
• We secure access to the transactional areas of our website using ‘https’ technology.
• Our booking system is PCI compliant and payment information is protected by Secured Socket Layer encryption.
• Sensitive card payment details which you submit are handled and stored securely by Sagepay, our third party payment processor.
• In some instances, we (or the third parties that we share your personal information with) may transfer your personal information outside the European Economic Area (“EEA”). We will take all reasonable steps to ensure that your personal information is treated securely and in accordance with applicable law and this privacy notice.

We will keep your personal data only for as long as is reasonably necessary for the purposes outlined in this privacy policy, or for the duration required by any legal, regulatory, accounting or reporting requirements, whichever is the longer.

Upon expiry of the applicable retention period we will securely destroy your personal data in accordance with applicable laws and regulations. In some circumstances we may anonymise your personal data so that it can no longer be associated with you, in which case it is no longer personal data.

Crabtree & Crabtree acts as the data controller. We treat your data with the utmost respect and keep it secure. At times we may share your data with third parties (data processors) where it is necessary to perform our services or where you have given your consent to do so, for example:

• Contact and booking information is provided to property owners, property managers and housekeepers to fulfil customer booking obligations.
• Owner contact information, or that of their representatives, is provided to guests to fulfil booking obligations.
• Data is provided to credit and debit card companies to process booking and owner payments and security deposits.
• Contact and booking information is provided to third party service providers such as cooks or nannies with your consent.
• Date is shared with our booking software providers including Superwebs who operate our booking system, Mail Chimp and Create Send who operate our mailing lists and Sagepay who process our debit and credit card payments.
• Information will be shared with the relevant authorities if required to do so by law.

Please note that we market our properties via a number of other websites. This policy only covers data collected from our website and not any third party sites you may have used to find us such as VisitScotland or HomeAway.

Our website and other marketing communications include links to the websites of other relevant businesses such as local activity providers. This privacy policy does not cover these third party sites and you should refer to their own privacy policies.

If you find that the information we hold on you is incorrect, or if there has been a change, please let us know so that we can update our records.

If, at any time, you wish to erase your personal data from our records, known as ‘the right to be forgotten’, please send your request to us at info@crabtreeandcrabtree.com, call us on 01573 226711 or write to the Data Controller Representative at Crabtree & Crabtree, 1 Bridge Street, Kelso, TD5 7HT.

If you wish us to stop processing your personal information, please let us know. For example, if you want to limit the way we use your data, we will do this as long as we are able to fulfil our contractual obligations to you.

You have the right to obtain a copy of your own personal data, known as a ‘subject access request’ free of charge. To do so, please send your request to info@crabtreeandcrabtree.com or write to the Data Controller Representative at Crabtree & Crabtree, 1 Bridge Street, Kelso, TD5 7HT.  We will provide you with this as soon as we can, but at the latest within one month of receipt of your request.

We are working hard to put the systems and processes in place that are required to look after your personal data and these are under continual review. If you are unhappy in any way at all, please contact us so that we can put matters right.

Email:  info@crabtreeandcrabtree.com
Tel: 01573 226711
Post: Data Controller Representative, Crabtree & Crabtree, 1 Bridge Street, Kelso, TD5 7HT.

If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Any changes we may make to our privacy policy in the future will be posted on this page. If required by the applicable law, we will notify you of any material or substantive changes to this privacy policy.

Last updated May 2018