This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. Find out more here Close
Privacy Policy

Last updated: 17 May 2018

 

We are committed to keeping your Personal Information safe and confidential both online and offline. Please take time to read through this Privacy Statement and our Cookies Policy, to ensure you are aware of how Forest Holidays obtains and uses your information and how we keep it safe.


Key points to note

  • This Privacy Statement will apply to your use of this Website, our Forest Holidays mobile apps and booking systems which are operated by Forest Holidays of Bath Yard, Moira, Derbyshire, DE12 6BA (“Forest Holidays”). It will also apply when we provide services to you over the phone or in person (e.g. when you book a holiday with us at one of our locations) or otherwise engage with us.
  • When you use our Website, our apps, request services from us (such as booking a holiday) or otherwise engage with us we may collect Personal Information from you. This Privacy Statement explains what Personal Information we collect and how we will only process this information (i) to provide our services to you, (ii) to comply with our legal obligations, (iii) for the purposes of our legitimate business interests (namely to analyse the use of our Website and/or our apps and services to continually improve our business and your customer experience) or (iv) where we otherwise have your consent.
  • You can ask us to stop using some of your Personal Information at any time and have the right to ask us to delete some of the Personal Information that we hold about you. Just contact us at personalinfo@forestholidays.co.uk.
  • In addition to this Privacy Statement please take the time to read our Website Terms and Conditions and Cookies Policy which will also govern your use of our Website and/or our apps mobile apps, and booking systems.


1. Company Statement
2. Personal Information that we collect from you
3. Technical Personal Information that we collect from you
4. Personal Information that we receive from other sources
5. Children's data
6. Whose data are we holding and how do we use Personal Information?
7. Sensitive Personal Information
8. Your rights
9. Security and how long we retain your Personal Information
10. Third Parties
11. Cookies
12. Links to third parties
13. Transfers of your Personal Information outside the EEA
14. Complaints
15. Changes to this Privacy Statement
16. Contact Us


1. Company Statement

We will only use information from which you can be identified, such as your name, contact details and financial information ("Personal Information") which is provided to us, or otherwise obtained by us, as set out in this Privacy Statement. We will ensure that your Personal Information is handled in accordance with the "Data Protection Legislation" (meaning any law applicable from time to time relating to the processing of Personal Information and/or privacy as re-enacted, applied, amended, superseded, repealed or consolidated, including without limitation, the UK Data Protection Act 1998, the General Data Protection Regulation (EU) 2016/679, and the Privacy and Electronic Communications (EC Directive) Regulations 2003, in each case including any legally binding regulations, direction and orders issued from time to time under or in connection with any such law).


By visiting and/or contacting us (or otherwise engaging with us), you acknowledge that we may collect, use and transfer your Personal Information as set out in this Privacy Statement. Forest Holidays reserves the right to change this Privacy Statement from time to time and you should therefore check this page frequently to ensure that you are happy with any changes.


In this Privacy Statement, "Forest Holidays", "we", "us" and "our", refer to Forest Holidays Limited, registered in the United Kingdom with registered address Bath Yard, Bath Lane, Moira DE12 6BA. Our company registration number is 8159308.


For the purposes of the Data Protection Legislation, we are deemed to be the "data controller" in respect of any Personal Information that you provide to us in connection with the operation of our business or which we otherwise obtain about you. Where you provide us with Personal Information to be shared with a third party who will provide services directly to you (for example an activity provider), they shall also be a data controller of that information and you should review their own privacy statement for details as to how they will handle your Personal Information.

 

2. Personal Information that we collect from you

When you engage with us (e.g. registering with us, sending us emails, contacting us via telephone or visiting, making an enquiry through the Website and/or our apps or on one of our sites, through social media or our online chat system), you may provide Personal Information about yourself including your name and contact details (e.g. your address, email address and telephone number) and your job title and CV where you apply for a role with us.


From time to time, you may also provide us with information regarding your personal or professional interests, demographics, experiences with our breaks, products or other services and contact preferences in order to provide you with further correspondence about our locations, breaks, products or other services. We may collect this information in a number of ways such as: online data capture forms, when you register or manage your online account and update your account preferences, when you complete a booking or when you subscribe to use our Wi-Fi.


If you consider booking holidays or activities with us, or requesting any other form of service from us, you may also provide us with your name, contact details (telephone, mail and e-mail addresses), the names of the members of your party (where applicable), billing information, transaction and credit card information and various other necessary Personal Information. Where you are booking a holiday for other individuals, you are responsible for notifying guests that you have provided their Personal Information to us and directing them to this Privacy Statement as to how we will process their Personal Information.


We also have CCTV at some of our locations and at our Support Centre in Moira for the purpose of crime prevention and where this is used, we will display appropriate notices.


If you choose to leave a review or share your favourite memory with us, you may choose to provide us with your contact information, where you are from, which location you visited, when and with whom you stayed with us and any photos of your stay.


Where you apply for a job with us, we may collect from you and third parties (where relevant) additional Personal Information such as your CV and any references. Unless you ask us to keep such information on file for future opportunities or we need to retain such information for compliance with our legal obligations, in the event that you are unsuccessful, we will only retain this Personal Information for as long as is reasonably necessary to process your application.

 

3. Technical Personal Information that we collect from you

Where you make use of our Website and/or our apps, login to our WIFI or otherwise engage with us we may also collect technical information about you and certain limited information about your device, your visits to our Website and/or our apps and when you contact an advisor through the online chat system which may be considered "Technical Personal Information". Technical Personal Information may include:


Device data. We may collect information about the type of device, operating system and platform you use (such as a computer or mobile device) to access our Website and/or our apps, your choice of browser and plug-in types and versions.


Location data. Your use of our Website and/or our apps may generate geographical data, such as the location or time zone setting of a device or IP address, which we may collect. We may also use technology that allows us to customise emails that we send you. We may do this by tailoring the email content according to your general location area which is determined from the IP address that your computer or device sends when you load our emails.


Log data about your visit. Your use of our Website and/or our apps automatically generates information about your unique visit which we may collect. This can include your login information, including the full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time), products and events you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), data about your internet service provider, the number and timing of clicks to and from the content on our Website and/or our apps and methods used to browse away from the page. Typically we will not be able to identify you from this information, although we may do if you have logged in to our Website.


Data about your interactions. Our Website may provide you with the opportunity to interact with content in certain ways, such as by sharing content on social media. These interactions create data which we may collect, for example, the contents of a post or comment, or whether a link or image was shared using a particular social media network. Where you receive emails from us we may also collect email engagement rates and activities.


Some of the technical data set out above will be collected by cookies that we use on our Website and/or our apps. For more information on the ways in which we make use of cookies, please see our Cookies Policy.

 

4. Personal Information that we receive from other sources

We may receive information from third parties who collect Personal Information from you and pass it on to us. For example, where a holiday is booked by an individual on your behalf, they may give us your Personal Information so that we can process the booking, or our staff may give us emergency contacts' information as part of our emergency scenario planning and details of their dependents and of other people in relation to their employee benefits arrangements. Where this is the case the third party is responsible for ensuring that you are aware of this policy and that you are happy with the way in which your Personal Information will be used.

 

5. Children's data

We will obtain some limited children's data (when a child is a guest at one of our locations).  If you are a child staying with us we may acquire details of your name, age and gender, your contact information and your dietary and medical requirements and conditions from your parent or guardian during the course of booking a holiday or checking in with us.  We will only use this information in order to ensure that your stay with us is safe and comfortable and to help you to enjoy age-appropriate activities at our locations.  We will securely destroy your data when we no longer have a lawful need to keep it and we will never use your Personal Information for marketing purposes.  We ask that you only access or use our website under the supervision of your parent or guardian.

 

6. Whose data are we holding and how do we use Personal Information?

We will only use your Personal Information in order to (a) deliver the services and information that you request from us and correspond with you in relation to their provision, (b) provide support to you in respect of these services, (c) improve our Website and/or our apps and services, (d) comply with our own legal obligations, (e) perform internal business processes [and (f) where relevant, process your application for employment].


Improve our services

We may use your Personal Information to analyse your purchasing preferences and to ensure that the content, services and advertising that we offer are tailored to your needs and interests or to ensure that content from our Website is presented in the most effective manner for you and for your computer, including monitoring customer traffic patterns and website usage to help us improve the design and layout of our website and provide content that is of interest to you, and to improve the services which we offer to customers.


Market Research

From time to time we (or a third party on our behalf) may contact you to ask you about your experience with Forest Holidays. We use this information to improve our services so we can provide you and other with the best standard of service. We will never include any form of marketing in these communications and you may opt-out of receiving them at any time.


Marketing Communications and Newsletters

When you complete a booking with us for a holiday or any other service, and do not opt-out, we may also use your Personal Information to send you our newsletters, special offers and other marketing communications, with information about goods and services which we offer which are similar to those that you have already purchased, by electronic means (e-mail or SMS).


In other instances where you have explicitly consented at the time we collected your Personal Information, we may also use your Personal Information to send you our newsletters, special offers and other marketing communications which will be sent primarily by email but may also be sent via post, text message or telephone.


Job Openings

If you have consented to such communications, we may also send you information about our job openings that may be of interest to you and/or inform you about important changes or developments to our services.


Our service providers and business partners and their staff

Where you or your employer provide services to us or our customers as one of our partners, you and/or they may provide us with some of your Personal Information in connection with the provision of the services, such as your name and business contact details. We will only process such Personal Information in connection with the provision of the services (such as sharing your contact details with our customers so that they can discuss the services with you) and in accordance with this Privacy Statement.

 

7. Sensitive Personal Information

If you wish, you may provide us with some special categories of Personal Information "Sensitive Personal Information" in order for us to provide you with a better standard of service. For example, when booking a service or holiday with us you may provide us with information about your dietary or medical requirements and any restricted mobility or access requirements, which may reveal details about your mental or physical health or condition. The provision of this information is entirely voluntary and where you provide such information to us, by ticking the relevant tick-box online (or, if at one of our locations, on our form) you consent to our processing of this Sensitive Personal Information so that we can better provide the services you have requested. We shall endeavour to only process this information to the extent strictly necessary and we will only use this information for the purposes for which you provided it to us. Where you are booking a holiday for other individuals, and provide their Sensitive Personal Information, please make sure that you have their permission for our processing of their Sensitive Personal Information and please direct them to this Privacy Statement for further information as to how we will process their Sensitive Personal Information.

 

8. Your rights

You may choose to restrict the collection or use of your Personal Information in the following ways:

  • Whenever you book a holiday or otherwise purchase a product or service from Forest Holidays, you may opt-out of receiving marketing communications by ticking a box on our website or via an unsubscribe link in your booking confirmation emails. 
  • Whenever you are asked to fill in a form on the Website and/or our apps, but you do not book with us or otherwise request services(s) from Forest Holidays, there is a box that you can click to indicate that you want the information to be used by Forest Holidays for direct marketing purposes. By leaving this box un-ticked, unless you have expressly opted-in at another time, you will not receive these communications.
  • When you leave a review or share your favourite Forest Holidays memory with us through our Website, you can choose to opt-out of our sharing of that information with third parties, such as using it in our advertisements, by ticking the relevant box on the form.
  • If you change your mind and decide you do not wish to receive communications from Forest Holidays (including our marketing or market research communications), you can unsubscribe by clicking on the 'unsubscribe' link at the bottom of any emails you receive from us, or by emailing us at personalinfo@forestholidays.co.uk.
  • If you wish to opt out of text communications, you may do so at any time by following the instructions in the text;
  • If you have previously agreed to Forest Holidays sharing your Personal Information with third parties for direct marketing purposes, you may change your mind at any time by using the unsubscribe option in the relevant communication, contacting us at personalinfo@forestholidays.co.uk or contacting the third party directly.

You are entitled to know what Personal Information we hold about you and how that information is processed. If you would like a copy of the Personal Information we hold about you, please contact us at personalinfo@forestholidays.co.uk.


You have the right to request that we correct any Personal Information that we are holding about you that is incorrect or incomplete.  You also have the right to ask us to erase or stop processing any Personal Information we have about you where there is no longer a legal ground for us to hold it and, in some circumstances, you have the right to request that we transfer any information we hold about you to a third party.  If you wish to exercise any of these rights, please contact us as soon as possible, at personalinfo@forestholidays.co.uk. We will promptly correct any information found to be incorrect.


You may also have similar rights with our third party partners and you should consult their privacy statements or policies and/or contact them for further information (e.g. service providers with whom you have booked an activity).

 

9. Security and how long we retain your Personal Information

We employ security measures to protect your Personal Information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. Unless otherwise instructed by you, we will retain your Personal Information for only as long as we require for the purposes for which it was collected. Once the relevant purpose has been satisfied, we will securely delete or anonymise your Personal Information unless we are required to retain a copy of such information under applicable law.


Please note, that the transmission of information via the internet is not completely secure and, although we will take steps to protect your Personal Information, we cannot guarantee the security of your Personal Information transmitted via the Website and/or our apps – any transmission is therefore at your own risk.

 

10. Third Parties

We may share your Personal Information with third parties where you have given us your explicit consent or it is necessary (i) for the performance of the services you have requested or booked, (ii) for us to comply with our legal obligations or (iii) for our legitimate business interests.


Where you purchase products from us, your card details will be shared with third parties as necessary to process your transaction. We need to contact card issuers for validation checks and authorisation on all card payments. Any Personal Information you provide may be disclosed to a registered Credit Reference Agency which may keep a record of the information to comply with their own legal obligations. These measures are taken as extra protection for you, to ensure your online experience with us is as safe and secure as possible.


Some of the services on our Website and/or our apps and at our locations, are delivered or served by third party companies, in their own right or as our services providers or our agents, which may collect information about your use of the services. For example, where you have booked activities with us for a third-party activity provider, we will need to share your Personal Information with the relevant third party. Where this is the case, they shall be the data controller over such information and we advise you to read their own privacy statement as to how they will process your Personal Information.


We may run promotions with third parties at specific times of the year, however, we will not share your Personal Information with these third parties unless you choose to opt-in via the form for that specific promotion. If you do choose to opt-in to receive communications from a third party, your Personal Information will be handled according to the privacy policy of the third party, so you should ensure that you are aware of their policy and that you are happy with the ways in which your Personal Information will be used. 


If you choose to opt-in to such communications, we may also share your Personal Information with our affiliates and/or business partners for marketing purposes or we may send you information about other organisations' goods and services.  You can indicate which of our affiliates and/or business partners you would like to receive marketing information from on your Booking Request or contact us using the details below. You may change your mind about the permissions you have given us to use your Personal Information at any time. You may opt-out of receiving any marketing communications from third parties by following the instructions outlined in the communication, by contacting us on the details below or contacting the third party directly.


If we (or any part of us) enter into a joint venture or are sold, transferred to or merged with another business entity or if our business structure changes, your Personal Information may be disclosed to the new business partners or owners, so that they and we can continue to provide the services you have requested. Your Personal Information will still only be used in accordance with this Privacy Statement as in force from time to time.

 

11. Cookies

For more information on our use of cookies, please see our Cookies Policy.

 

12. Links to third parties

Links from our site to external websites do not mean we endorse these websites. We advise you to read the privacy statement applicable to each third-party site you visit and we will not accept any responsibility for or liability in respect of either the contents or your use of these third party sites.

 

13. Transfers of your Personal Information outside the EEA

The Personal Information you provide to us will be transferred to and stored on our servers in the UK and we take steps to protect your Personal Information from unauthorised access and against unlawful processing, accidental loss, destruction and damage.


In processing your Personal Information, it may be necessary for us to transfer your Personal Information outside the European Economic Area ("EEA"). It may also be accessed by people based outside the EEA who work for us or for one of our suppliers or group companies. We will only transfer your Personal Information to third parties outside the EEA if that third party (a) is situated in a country that has been confirmed by the European Commission to provide adequate protection to Personal Information, (b) has agreed (by way of written contract incorporating the "model clauses" as approved by the European Commission or by some other form of data transfer mechanism approved by the European Commission) to provide all protections to your Personal Information as required by the Data Protection Legislation or (c) we have your explicit consent to do so. Where any transfer takes place under a written contract, you have the right to request a copy of that contract and may do so by contacting us at personalinfo@forestholidays.co.uk. For the avoidance of doubt, in the event that the UK is no longer a part of the EEA, references in this Privacy Statement to the EEA shall mean the EEA and the UK.


By submitting your Personal Information to us, you acknowledge this transfer, storing or processing of your Personal Information.

 

14. Complaints

Should you have any queries or complaints in relation to how we use your Personal Information, please contact us at personalinfo@forestholidays.co.uk. Should you wish to take any complaints or queries further, you have the right to contact the Information Commissioner's Office regarding such issues.

 

15. Changes to this Privacy Statement

We may change this Privacy Statement from time to time and any changes will be posted to this page on our Website and, where appropriate, notified to you when you next access our Website or our apps, book a holiday with us or otherwise request services from us therefore you should continue to check this page to ensure you are happy with any changes. It is your responsibility to ensure you are happy with any revised terms and by continuing to use our Website and/or our apps, request services from us or otherwise engage with us, you will be deemed to have accepted any revised terms. If you choose to provide us with any Personal Information, then you can be assured that it will only be used in accordance with this Privacy Statement.

 

16. Contact us

If you have any questions, please feel free to contact us by email at info@forestholidays.co.uk. Alternatively, you may call our team on 03330 110 495, Monday to Friday: 8:30am to 5:30pm.