Privacy and Cookies Notice

Customer Privacy Notice and Cookies Policy

 

Privacy notice

McQueens Dairies (“the company”, “Us”, “We”, and “Our”) is committed to protecting the privacy and security of your data.

McQueens Dairies is a data controller. This means we are responsible for deciding how we hold and use your personal data which is explained in this privacy notice. This is in accordance with UK Data Protection legislation.

This Privacy notice applies to individuals who enquire about or agree to the delivery of a product by McQueens Dairies. Please ensure you read this privacy notice when we initially collect or process your personal data.

Our Cookies Policy is set out below, at the end of this privacy notice.

Who are we?

McQueens Dairies are a third-generation family firm restoring the traditional doorstep milk delivery.

If you wish to contact us about the personal data we hold on you, please write or email using the information below. Our Data Protection Officer will handle any queries.

Address: FAO Data Protection Compliance Officer, McQueens Dairies, 20 High Craighall Road, Glasgow, G4 9UD

Email address: dpo@mcqueensdairies.co.uk

Alternatively, you can speak to our customer service team on: 0330 555 5588

You can also contact us through our website.

Changes to this notice and your data

We may need to update this notice at any time and without notice. Where we do this, we will notify you by including pop up boxes on the website and/or emailing our customers. This Policy was last updated in August 2024.

It is important that the personal data we hold about you is accurate and up to date. Please keep us informed if your personal data changes during your relationship with us and periodically review your account settings on our website.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

The personal data we collect

We may collect the following personal data on you:

• Your name, date of birth, gender, address and contact details, including email address and telephone number
• Bank and card details
• Transactional data, for example, direct debit payments or card payments.
• Information regarding your product delivery
• Internet protocol (IP) address, browser type and version, location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website
• Reviews and surveys you may complete

We may also collect special category and criminal offence data. These categories are singled out as more sensitive data types and require extra protection.  We may collect the following types of special category and criminal offence data:

• Any medical conditions relayed to us: This information will be used to improve our service and provide additional support
• Suspicions or allegations with regards to unlawful acts

If you fail to provide us with personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, where you do not provide suitable delivery instructions to provide you with goods or services). In this case, we may have to cancel a product or service you have with us, but we will notify you if this is the case at the time.

How do we collect your personal data?

We may collect your personal data when you;

• Enquire about our products or services via telephone
• Purchase a product or service by telephone.
• Purchase a product or service through our website
• Create an account on our website
• Submit your details via our website for us to contact you
• Request marketing to be sent to you
• Enter a competition; or
• Give us some feedback/leave a review
• Automated technologies or interactions. As you interact with our website, we may automatically collect Usage Data and Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. Please see our Cookies Policy for further details.

Our third-party suppliers who process card payments and direct debits may provide us with data around your transaction. For example, details around the payment status (approved/rejected).

Why we process your data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where it is necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests
• Where we need to comply with a legal or regulatory obligation
• Where you have provided your consent

Generally, we only rely on consent as a legal basis for processing your personal data in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by visiting our Preferences Page.

We may also rely on legitimate interests with regards to marketing. Please see “marketing” section for further details.

Where we process special category data we will rely on your explicit consent. You have the right to withdraw your explicit consent at any time by contacting us.

Criminal offence data will be processed where it is our legal obligation, or to protect the vital interests of an individual.

How we use your data
We may use your data:

• To register you as a new customer
• To process and deliver your order, including:
  • managing payments, fees and charges; and
  • managing your queries through our Customer Service team – this may include recording calls to our teams.
• To collect and recover money owed to us in respect of your order
• To carry out fraud assessments
• To notify you in relation to our legal obligations and documents, including changes to our terms or Privacy Policy
• To help us improve our offering to our customers, including asking you to leave a review or take a survey, or provide customer insights
• To enable you to partake in a prize draw or competition
• To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
• To deliver relevant website content, advertisements and other marketing material to you and measure or understand the effectiveness of the advertising we serve to you
• To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
• To make suggestions and recommendations to you about goods or services that may be of interest to you

Automated decision making

We do not conduct any automated decision making. We may on occasion profile our customers for the purposes of targeting marketing at them and where this is done, this is undertaken for our legitimate interests of ensuring our marketing is relevant to its audience. For example, we may classify an appropriate audience for a promotion by what products on our website they have previously looked at or expressed an interest in. We do not conduct any online behavioural tracking.

Marketing
We may use your data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you. We only use the data you provide to us directly for this purpose and we do not track what other websites you may visit after visiting our site, though in common with most websites, we may register the site which referred you to our site (e.g. a search engine).

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We generally only send electronic marketing – such as email marketing – to people who have previously bought similar products from us, and this is in our legitimate interests. We will always offer a way out of receiving this marketing when you first purchase our products and in every marketing communication afterwards. We may on occasion send out postal marketing for the purpose of growing our sales which is in our legitimate interests and in this scenario, we will rely on you to let us know if you do not want to receive this by opting out of marketing (see Opting out below).

Where you have not previously bought from us but have registered your details with us (for example by entering a competition or signing up for a newsletter), we will only send you marketing communications if you opted into receiving marketing at the time and so given us your express consent (which you may withdraw at any time – see Opting out below).
We may also share certain data with third party social media platforms in order to show you targeted ads when you visit them. We do this by:
1. the use of cookies which capture your visits to our website. Please refer to our Cookies Policy for more information; and
2. providing these platforms with your email address and contact number to create ‘audiences’ of users fitting within a certain demographic/category so that we can target our marketing. Please check the social media platforms’ terms for more details of these services. This is in our legitimate interests of sending you direct marketing. See ‘Opting out’ below for details of how you can adjust your marketing preferences. Our Cookies Policy also explains how you can adjust your cookies preferences.

You can ask us to stop sending you marketing messages at any time via the unsubscribe option at base of email. If you opt out of receiving email marketing from us, we will no longer share your email address with social media platforms (see who we share your data with below). However, you may continue to see our ads through them, due to their general demographic targeting. Please check the social media platforms for more detail of how to opt out from seeing these ads.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, or related correspondence, and we will continue to process such data in accordance with this privacy notice and only ever as permitted by law.

Who your data will be shared with and where your data will be stored

Your data will only be shared with those necessary to provide a service during our relationship. This means your data may be shared with third-party suppliers. Contracts are in place, covering expectations for; Data protection, confidentiality and information security. Our third-party suppliers are compliant with UK data protection legislation, ensuring your data is safe and secure.

The categories of our third-party suppliers are:

• Customer relationship management database
• Call recording software
• Cloud storage
• Email and letter fulfilment
• Social media platforms
• Analytic tools
• Profiling tools
• Payment providers (direct debit and card payment)
• Delivery providers
• Marketing and insight providers
• Feedback forms
• Company review platforms
• Lawyers

We will cooperate with all third parties to enforce their intellectual property or other rights. We will also cooperate with law enforcement requests from within or outside your country of residence. This may include disclosing your personal information to government or law enforcement agencies, or private parties, when we have a good faith belief that disclosure is required by law or when we, in our discretion, believe that disclosure is necessary to protect our legal rights, or those of third parties and/or to comply with a judicial proceeding, court order, fraud reduction or legal process served on us. In such cases, we may raise or waive any legal objection or right available to us.

Some of our suppliers will share data to countries outside of Europe. In some cases, this may include countries outside the European Union and/or European Economic Area (EEA).

Some countries where recipients may be located already provide an adequate level of protection for this data (e.g., those covered by the European Commission’s adequacy decision).

If recipients are located in other countries without adequate protections for personal data, we will take all necessary measures to ensure that transfers out of the EEA are adequately protected as required by applicable data protection law. This will include using appropriate safeguards such as the International Data Transfers Agreement and Addendum.

You can ask for a copy of such appropriate safeguards by contacting us.

Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality. We can assure our customers that their information will not be disclosed to any unauthorised third parties and that all of the businesses we share customer data with are compliant with UK data protection legislation.

How long your data is stored for

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. For example, details of your orders will be kept for as long as we need to retain that data to comply with our legal and regulatory requirements. This is generally 7 years unless the law prescribes a longer period.

In some circumstances you can ask us to delete your data: see ‘Your rights’ below for further information.

We may also anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

Your rights

The information you provide to us is personal, and it’ yours. Under certain circumstances, you have rights under UK data protection laws in relation to your personal data.

If you make a rights request, we’ll confirm that we have received your request and let you know if we need anything else from you. We must fulfil your request within one month unless the request is particularly complex or we receive multiple requests from you. In these cases we may extend the time period by up to two months, however we will only do this when we absolutely have to, and will always let you know.

If you wish to exercise any of the rights set out below, please contact us.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Request Access to your data

This enables you to receive a free copy of the personal data we hold about you and to check that we are lawfully processing it;

Request correction of the personal data that we hold about you

This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us;

Request deletion of your personal data

This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request;

Object to processing of your personal data

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms;

Restriction of processing of your personal data

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

• if you want us to establish the data’s accuracy;
• where our use of the data is unlawful but you do not want us to erase it;
• where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
• you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it;

Request transfer of your personal data

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you; and

 

Withdraw consent

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent or on another lawful basis.

Complaints

We have appointed a Data Protection Compliance Officer who is responsible for overseeing how we treat your personal information. If you have any questions about this privacy notice, please contact our Data Protection Compliance Officer using the details set out below:

Email address: dpo@mcqueensdairies.co.uk

If you are unhappy with the way we have processed your personal data you have the right to complain to the Information Commissioner’s Office (ICO), but we ask that you raise the issue with our Data Protection Compliance Officer first.

For information about reporting a concern to the ICO see their website – Make a complaint | ICO

We retain the right to modify this privacy notice at any time of our choosing. To keep up to date with the latest version of the privacy notice, please regularly visit this page. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

McQueens Dairies Cookies Policy

By visiting this website with your browser settings adjusted to allow cookies, you are consenting to McQueens Dairies using cookies for the purposes outlined below in order to provide you with a fully functional shopping experience.

What is a cookie?

A cookie is a small text file which is downloaded and stored on your computer or mobile device by websites that you visit. Where cookie technology is not available, an anonymous identifier may be used. An anonymous identifier is a random string of characters used for the same purposes as a cookie.

Your browser accesses the cookie file only when you visit the website that generated it. This helps to ease your navigation by automatically logging you in and remembering things like your preferences and what’s in your shopping basket. Cookies allow sites like McQueens Dairies to deliver you a personalised shopping experience.

The information stored within any given cookie can only be accessed by the website that created it and cookies are limited to communicating only the information that you have disclosed to the site.

We use the following types of cookie:

• Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
• Performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

The list below details the cookies used on McQueens Dairies. We have outlined who sets these cookies and their purpose. If the party reads something other than ‘McQueens dairies’, these are our third-party suppliers who help us to enhance your browsing experience.

Category Party Purpose

McQueens Dairies uses cookies to enable some of the basic functionality that is required for you to browse and shop on our website, such as remembering which products you have added to your basket. The information collected through these cookies is only used for this purpose and is never shared or sold on to third parties.

McQueens Dairies works with Performance Flashtalking to display our banner advertising on other selected websites based on pages already viewed on McQueens Dairies. The cookies used by Flashtalking help us to monitor and improve the effectiveness of our banner advertising and to refine the targeting of these campaigns so that we are displaying the most relevant content for each individual. The data collected through these cookies is anonymous, does not collect specific customer data and is never shared with other third parties.

Performance Google Adwords; MSN/Bing; Double Click; Yahoo (Right Media); Facebook, Pinterest, Taboola, Rakuten (LinkShare) Google Adwords, MSN/Bing, Double Click, Yahoo, Facebook, Pinterest, Taboola and Rakuten (LinkShare) use cookies (or, if applicable, anonymous identifiers) to track our own paid advertising activity.

We use the information collected by these cookies to help us determine where our ads will be most effective online. Each individual advertiser uses its own tracking cookies and the data taken is not confidential data or interchangeable.

Performance Google Analytics (including Universal Analytics and Google Analytics for Display Advertisers)

Google Analytics use cookies (or, if applicable, anonymous identifiers) to collect data that helps us understand how people are using the site. We use this information to identify how and where we can improve the customer experience, and to help us determine where our ads will be most effective online. The data collected through these cookies is anonymous, does not collect specific customer data and is never shared with other third parties, other than Double Click Campaign Manager, which is a fully owned Google product.

Fathom Analytics

Fathom Analytics is a simple-to-use, privacy-first Google Analytics alternative. It is a cookie-free analytics tool which delivers information on website usage for us to identify how and where we can improve our customer experience. Fathom Analytics use small JavaScript files which sends data to website analytics software. No personal data is collected.

Microsoft Clarity

Microsoft Clarity use cookies (or, if applicable, anonymous identifiers) to collect data that helps us understand how people are using the site. We use this information to identify how and where we can improve the customer experience, and to help us determine where our ads will be most effective online. The data collected through these cookies is anonymous, does not collect specific customer data and is never shared with other third parties.

Performance Rich Relevance

Rich Relevance uses cookies to track the activity of customers on the site in order to help us provide the most relevant product recommendations to you based on the products you have previously viewed or purchased and the categories in which you have previously expressed an interest.

Functionality Share This

Share This allows customers to share content, products and web pages from our website with other websites and social networking sites. The cookies used by Share This allow us to track the type of content, products and pages that our users are sharing to help us better understand which content is most engaging for our customers so that we can improve the content and customer experience in other areas of the website. Performance Social Media plugins Sites such as Facebook and Pinterest, serve cookies in order to be able to share and discuss McQueens Dairies’ products on social networks.

Performance AdXTracking

AdXTracking use cookies to help identify user behaviour in our App. The user behaviour identified includes: the Device ID used by a specific user and events in our App (including, without limitation, login and successful completion of the transaction). This allows us to make more effective decisions about targeted marketing (including the ability to segment users so that we can push relevant advertisements to them; and to more efficiently handle and optimise our mobile campaigns on social networks and the web.

Performance New Relic

New Relic monitors web applications in real-time allowing us to measure and monitor the performance of our applications and infrastructure. We use New Relic to capture page load times as well as request response time to ensure that we are delivering a high quality of service.

Performance Sub2

Sub2 use cookies to monitor site behaviour in order to trigger emails, for opted-in customers, when they perform certain actions onsite.

Duration of cookies
Session (or Transient) Cookies
Session cookies are stored in your computer’s memory for the length of your browsing session. They become inaccessible after the session has been inactive for a time and are automatically deleted from your computer when the browser is closed. They allow you to move from page to page without having to log-in repeatedly.

Persistent (or Permanent) Cookies
Persistent cookies are stored in your computer memory and are not deleted when the browser is closed. They are used to keep your preferences for the website, so they will be remembered for next time you visit the website. They are also used to collect information about the numbers of visitors, the average time spent on a particular page and analyse shopping behaviour on the website. This information is used to find out how well the website works and where it can be improved.

Flash Cookies (or Locally Shared Objects)
You probably have Adobe Flash installed on your computer. Websites that contain Flash can also store small files on your computer that are used in the same way as cookies.

Flash cookies can also back up the data that is stored in other cookies. When you delete cookies, your Flash cookies are not affected. So, a website may still recognise you if it backed up the deleted cookie information on a Flash cookie.

Sharing with social networks
If you use the buttons that allow you to share products and content with your friends via social networks like Twitter and Facebook, these companies may set a cookie on your computer memory.

Find out more about these here:

https://www.facebook.com/about/privacy/

http://twitter.com/privacy

http://www.google.com/intl/en-GB/policies/privacy/

https://policies.google.com/technologies/partner-sites

Managing cookies

If cookies aren’t enabled on your computer, it will mean that your shopping experience on our website will be limited to browsing and researching; you won’t be able to add products to your basket or buy them. To enable and manage cookies, you can use your browser to do this. Each browser is different, so check the ‘Help’ menu of your particular browser (or your mobile phone’s handset manual) to learn how to change your cookie preferences. Possible browsers:

• Google Chrome
• Internet Explorer
• Mozilla Firefox
• Safari
• Opera
• Google Analytics Opt Out