Oakwood's Privacy Policy

This Privacy Policy sets out how Oakwood uses and protects information you give us in order to improve the way we communicate and work with you. This Policy is designed to protect you, our users by informing you how personal information is collected, how we look after that information and with whom we share it. Oakwood is committed to complying with the General Data Protection Regulation (GDPR). By using our website and our centres you are consenting to us processing your information in the ways stated here.

What information do we collect?

The information we collect may include any of the following.

Name and contact data
Oakwood collects your first and last name, your photograph, email address, postal address, phone number, any medical conditions, an emergency contact name, relationship and telephone number and other personal data required as part of your relationship with Oakwood. If you contact us by email or via the website we may keep a record of your contact information and enquiry and may subsequently use your contact details to respond to your enquiry.

Information which allows us to recognise you
Such as Member ID and storing this data saves you from re-entering your details again when you return to the website to make a booking. Your Photograph allows us to ensure that your card is not misused if lost or stolen and helps us identify you to ensure we support you on your journey with Oakwood.

Details of your transactions
We collect data for any transactions you carry out through our website and centres, so that we can honour your booking and provide you with the services you have purchased. Payment data is passed securely to our third party processors as necessary to process your payment if you make purchases. Oakwood does not keep the details of these payments once the transaction has been completed. Please note that we never your store payment details on our website. Oakwood does however store payment data where necessary in order to process your monthly membership direct debits.

Information about website visits including IP address
The IP address is your computer’s individual identification number. We use your IP address to capture information about website visits so we can learn more about how our customers use the website in order to find ways to improve the website and our products and services for your benefit.

Customer feedback
We will record customer comments and surveys about how we are performing.

Sensitive data
We may ask you for information about any medical conditions in order to ensure you are eligible to use our centres and fitness equipment.

How you can change the way Oakwood uses your personal data?

When you submit data to Oakwood you will be given options to restrict our use of your data.

Data relating to children

Oakwood considers anyone under the age of 18 to be a minor and will require consent from their legal guardian before their data can be collected and processed.

How to withdraw consent and change how we communicate with you

You may withdraw your consent, and object to some or all of our Direct Marketing communications, at any time by contacting emma@oakwoodclimbingcentre.co.uk or by phoning our head office 0118 979 2246 and stating the mailing you wish to be excluded from. Any data that you supply will be retained by Oakwood on a secure database for as long as you use the services or if there is a legal requirement to hold the data. Oakwood will never sell your information to a third party.

Services provided by third parties

Oakwood may also share information with third party organisations that provide specific services which enhance your membership and experience with us. These organisations may process data securely outside of the EEA and they have confirmed they have met their obligations in accordance with GDPR. There is a contract in place with each third party which includes strict terms and conditions to protect your privacy.

Your communications preferences

We keep a record of any permissions and preferences you give us about what types of communication you are happy to receive from us.

How do we store and protect your personal information?

These are the basic guidelines we use to look after your personal data.

  1. We maintain secure systems to protect your personal information
  2. We respect your wishes about how we contact you, whether by post, telephone, email or text message
  3. We will update your information or preferences promptly when you ask us to
  4. We will respond fully to requests from you to see the information that we hold on you
  5. We will not hold your personal information for longer than is necessary
  6. We follow strict procedures when storing or handling information that you have given us
  7. Some information is encrypted, such as payment transactions and password

How do we use your information?

We use your information to help us provide and improve our services for you. We may use your information in the following ways.

  1. to provide you with any services that you have purchased
  2. to check your identity
  3. to ensure that we are aware of any medical conditions that may affect your experience with us
  4. to update our records with any new information you give us
  5. to notify you if we will be unable to provide a service you have booked before
  6. to provide marketing communications (if you have given us your permission)
  7. for research and analysis so we can develop and improve our services for your benefit
  8. to comply with legal requirements

Keeping you updated

We may from time to time contact you about our services or products we think you might find interesting by email, by post, telephone or SMS, but only if you have given us your permission to do so. If you do not want us to contact you by email please let us know by ticking the relevant box in the Permissions page in ‘My Settings and Preferences’ in your profile, or click on the ‘unsubscribe’ link on any emails we send. You may also opt-out of email or any other communications by contacting the support team at email.

Access to the information we store about you

You have the right to obtain a copy of the information Oakwood keeps about you, this is known as a Subject Access Request. If you believe the information we hold about you is out of date or incorrect, please tell a member of staff at one of our centres. You will need a form of identification to request any changes.

Links to other websites

The Oakwood websites contains links to and from external websites. If you follow a link to other sites please note that these will be governed by their own privacy policies. We cannot accept liability for data use on those websites.

Cookies & Similar Technologies

Cookies are pieces of data created when you visit a website and are stored in the cookies directory of your computer. We use cookies along with web analytic tools to see how our site is used and to help us provide a better service. We also collect non-identifiable information. This includes:

    • Collecting information about how you use our website and journey through it
    • Identifying your interests and collecting location data in order to show you ads on third party websites – such as Google – that might be of interest to you
    • We use the Google AdWords remarketing service to advertise on third party websites – including Google – to previous visitors to our site. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the Oakwood website

Any data collected will be used in accordance with our own privacy policy and Google’s privacy policy. You can set preferences for how Google advertises to you using the Google Ad Preferences page, and if you want to you can opt out of interest-based advertising entirely by changing the cookie settings on your computer. The use of cookies does not give us access to your computer and they cannot be used to identify an individual user.

Changes to this privacy policy

Oakwood reserves the right to change the Privacy Policy as we may deem necessary from time to time or as required by law. Any changes will be immediately posted on the website and you are deemed to have accepted the terms of the policy on your first use of the website following the alterations.

Document last updated: 10 June 2018