Privacy policy

About this policy

This policy explains how we collect, use, share and protect personal information when you visit The Grosvenor Arms, book a table, hire our function room, use our coworking space, rent a room from us, join our mailing list, use our Wi-Fi, or visit our website at www.thegrosvenorarmsSW18.com We are committed to protecting your privacy and handling your information openly. Please read this policy alongside our Cookie Policy and, where relevant, our booking terms, coworking membership terms and tenancy agreements.

Who we are

The Grosvenor Arms is operated by GROSVENOR LH LTD, a company registered in England and Wales under company number 13676311, with its registered office at Unit 1e, Bromsgrove House, 88 Bromsgrove Street, Birmingham, England, B5 6AJ. For the purposes of UK data protection law we are the "data controller" of the personal information described in this policy. This means we decide how and why your information is used. How to contact us about your information:
Email: hello@thegrosvenorarmssw18.com
Post: Data Protection, The Grosvenor Arms, 204 Garratt Lane, Earlsfield, London SW18 4ED

The information we collect

Information you give us

Depending on how you interact with us, this may include:
Contact details: name, email address, postal address, phone number
Booking details: date, time, party size, table or room preference, occasion, dietary requirements and allergies, accessibility requirements, and any notes you or your party give us
Event and function enquiries: event type, guest numbers, budget, catering and drinks requirements, and details of your company where you are booking on behalf of an organisation
Coworking details: membership type, company name, usage and booking history, access credentials, billing details
Residential enquiries and tenancies: identity documents, immigration status documents required for Right to Rent checks, references, employment and affordability information, guarantor details, bank details, next of kin or emergency contact
Payment information: card details are captured and processed directly by our payment provider; we do not store full card numbers
Marketing preferences: the channels you have agreed to hear from us on, and your interests
Feedback and correspondence: reviews, survey responses, complaints, competition entries, and messages you send us by email, phone, social media or in person
Job applications: CV, work history, right to work documents, references and any information you provide during recruitment

Information we collect automatically

Website and app data: IP address, browser type, device type, pages viewed, referring site and time spent, collected through cookies and similar technologies (see our Cookie Policy)
Wi-Fi data: device identifier (MAC address), connection times and, where you register to use the service, the details you provide at sign-in
CCTV footage: images captured by cameras in and around the premises (see section 7)
Transaction data: what you ordered, when, and at which point of sale, linked to your booking or membership where applicable

Information we receive from others

• Booking, reservation and ticketing platforms you use to make a booking with us
• Delivery, review and listing platforms
• Social media platforms, where you interact with our pages or advertising
• Tenant referencing and credit reference agencies, in connection with residential lettings
• Recruitment agencies and referees
• Event agencies, corporate clients and third party organisers who book on your behalf

How we use your information and our lawful basis

Under UK data protection law we must have a lawful basis for using your information. Ours are set out below.

We record which page you signed up from, so we can tell what people find useful. We do not sell, rent or share your email address with anyone.

Where we rely on legitimate interests, we have considered whether our interests are outweighed by your rights, and we have concluded that they are not. You can ask us for more detail on that assessment at any time.

Marketing and your choices

We will only send you marketing where you have opted in, or where you have bought from us or enquired with us and we are offering similar products and services with a clear opt out.

You can stop marketing at any time by:

• clicking "unsubscribe" in any email we send
• replying STOP to any text message
• emailing us at hello@thegrosvenorarmssw18.com
• telling a member of the team in person

Opting out of marketing will not stop service messages, such as a booking confirmation, an invoice, or a message about your tenancy or membership.

We may share hashed versions of your email address or phone number with platforms such as Meta and Google so that we can show relevant advertising to you and to people like you, and so that we can exclude you from campaigns that are not relevant. Where we do this we rely on your consent, and you can object at any time by contacting us.

Cookies and website tracking

Our website uses cookies and similar technologies to make the site work, to remember your preferences, to measure how the site is used, and to support advertising. Non-essential cookies are only set where you have consented through our cookie banner, and you can change your preferences at any time using the cookie settings link on our site. Full detail of the cookies we use, what they do and how long they last is set out in our Cookie Policy.

CCTV

We operate CCTV in and around the premises for the safety of our customers, our team and our property, and to help prevent and detect crime. Signs are displayed where cameras are in use. Footage is held securely, access is restricted to authorised personnel, and it is retained for 30 days unless it is needed for an ongoing investigation, insurance claim or legal proceedings. We may share footage with the police, our insurers, our licensing authority or other authorities where we are required or permitted to do so. You have the right to ask for a copy of footage of yourself. Please contact us using the details in section 2, giving the date, time and location so we can locate the relevant recording.

Wi-Fi

If you use our guest Wi-Fi, our provider Captive WiFi collects technical information about your device and connection, and any registration details you enter. We use this to provide and secure the service, and, where you have opted in during sign-in, to send you marketing. Wi-Fi records are retained for 12 months.

Residents and room lettings

If you enquire about or rent one of our upstairs rooms, we will also process identity and immigration documents to meet our Right to Rent obligations, referencing and affordability information, guarantor details and bank details. We share this information with tenant referencing providers, credit reference agencies, our managing agent where one is appointed, a government approved tenancy deposit protection scheme, utility providers and the local authority where we are required to. Right to Rent documents are retained for the duration of the tenancy and for one year afterwards, as required by law. Tenancy records are retained for six years after the tenancy ends.

Who we share your information with

We do not sell your personal information. We share it with:

• Service providers acting on our instructions, including our booking and reservations platform Sevenrooms, our point of sale and payment providers Toast, our email marketing platform MailChimp, our Wi-Fi provider, our CCTV provider, our IT and website hosts, and our professional advisers
• Our wider group of companies, where this is needed to operate the site and manage our business, including Aramech Group as our employing and management company
• Payment providers and banks, to process transactions and prevent fraud
• Regulators and authorities, including the police, licensing authorities, environmental health, HMRC and the Home Office, where we are legally required to
• Insurers and legal advisers, where we need to handle a claim or defend our legal rights
• A buyer or successor, if we sell or restructure all or part of our business, in which case your information may transfer with it

All of our service providers are bound by written contracts requiring them to keep your information secure and use it only for the purposes we have specified.

Sending information outside the UK

Some of our providers store or process information outside the UK. Where that happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations covering the destination country, or the International Data Transfer Agreement or UK Addendum to the EU Standard Contractual Clauses. You can ask us for a copy of the safeguards we rely on.

How long we keep your information

We keep your information only for as long as we need it. In general:

Where we no longer need your information, we securely delete it or anonymise it so it can no longer be linked to you.

Your rights

Under UK data protection law you have the right to:

• Be informed about how we use your information, which is the purpose of this policy
• Access a copy of the personal information we hold about you
• Rectification of information that is inaccurate or incomplete
• Erasure of your information in certain circumstances
• Restrict how we use your information while a concern is resolved
• Object to processing based on our legitimate interests, and to object to direct marketing at any time, which we will always honour
• Data portability, meaning a copy of information you provided to us in a commonly used electronic format
• Withdraw consent at any time where we rely on consent, without affecting anything we did before you withdrew it
• Not be subject to solely automated decisions that have a legal or similarly significant effect on you. We do not currently make decisions of this kind.

To exercise any of these rights, contact us using the details in section 2. We will respond within one month. There is no charge, and we may ask you to verify your identity before we act.

Complaints

If you are unhappy with how we have handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office:
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk

Children

Our website and marketing are not directed at children. Children are welcome at The Grosvenor Arms during permitted hours, and we may hold limited information about them as part of a family booking, such as a first name, an age for high chair purposes, or an allergy. We do not knowingly market to under 18s and we do not sell alcohol to them.

Security

We use appropriate technical and organisational measures to protect your information, including access controls, encryption in transit, secure hosting, staff training and contracts with our suppliers. No system is completely secure, but if a breach occurs that is likely to result in a risk to your rights, we will notify the ICO and, where required, you.

Links to other sites

Our website and social media pages may link to third party sites, including booking platforms, delivery partners and ticketing providers. We are not responsible for their privacy practices, and we recommend reading their policies before providing your information.

Changes to this policy

We may update this policy from time to time. The current version is always available at https://www.thegrosvenorarmssw18.com/privacy, and the "last updated" date at the top shows when it was last revised. Where changes are significant, we will tell you directly.