Privacy policy

Purpose of this Privacy Policy

This Privacy Policy aims to give you information on how we collect and process your personal data, including any data you may provide through this website or via any other means (such as over the telephone) when you purchase travel services, when you sign up to our newsletter, when you take part in a competition etc.

It is important that you read this Privacy Policy together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This Privacy Policy supplements the other notices and is not intended to override them.

Data Controller

For the purpose of data protection legislation, the data controller is Lincolnshire Co-operative Ltd, except for the following, where it is one of our subsidiaries:

• Pharmacy retail or pharmacy wholesale services: the data controller is Lincoln Co-operative Chemists Ltd;
• Property owned by our property-owning subsidiaries: the data controller is Lincoln Corn Exchange and Markets (1991) Ltd, LCS Property Ltd, or LC Community Projects Ltd;
• Post Offices: the data controller is LCS Retail Ltd;
• Gadsby’s bakery: the data controller is Gadsby’s of Southwell Ltd;
• South Lincolnshire Crematorium: the data controller is South Lincolnshire Crematorium Ltd;
• Science Park: the data controller is Lincoln Science and Innovation Park Ltd
• Waterside Centre: the data controller is Lincoln Waterside Centre Ltd or Lincoln Waterside Leisure Centre Ltd.

We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this Privacy Policy. If you have any questions about this Privacy Policy, including any requests to exercise your legal rights or make a data protection complaint, please contact the DPO using the details set out below.

Contact details

Our full details are:

Full name of legal entity: Lincolnshire Co-operative Limited

Email address: dataprotection@lincolnshire.coop

Postal address: 15-23 Tentercroft Street, Lincoln, LN5 7DB

Telephone number: 01522781132

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please email us or use the contact us form in the first instance.

This policy applies to the following groups of people:

• visitors to our websites and app;
• people who register on our websites and app;
• patients and other individuals who visit our pharmacies;
• members, customers, and tenants who use our services
• suppliers who offer their services

Social media privacy notice:

Read the Society's social media privacy notice here.

Changes to the Privacy Policy and your duty to inform us of changes

We keep our Privacy Policy under regular review. This version was last updated on March 2026 and historic versions can be obtained by contacting us. It is important that the personal data we hold about you is accurate and current. Please keep us informed if any of the details you provide to us should change, during the course of your relationship with us.

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.

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

• Identity Data: This includes data relating specifically to your identity, such as your first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.

• Contact Data: This includes data relating to how you may be contacted, such as your billing address, delivery address, email address and telephone numbers.

• Financial Data: This include data relating to your means and methods of payment, such as your bank account and payment card details.

• Transaction Data: This includes data relating to the transactions you have carried out with us, such as details about payments to and from you and other details of products and services you have purchased from us.

• Technical Data: This includes more technical data that we may obtain when you make use of our website, such as your internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.

• Profile Data: This includes the data that we receive when you create a profile on our website and app and make use of that profile, such as your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.

• Usage Data: This includes information about how you use our website, products and services. This is information relating to products or services that you purchase, events you attend, dividend earned and redeemed, share deposits and withdrawals, offers and promotions you take part in.

• Marketing and Communications Data: This includes your preferences in relation to whether or not you want to receive marketing from us and our third parties and also your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we will treat the combined data as personal data which will be used in accordance with this Privacy Policy.

Special Categories of Personal Data

We may also collect the following special categories of personal data about you. Details about your:

• dietary requirements which may disclose your religious or philosophical beliefs;
• health;
• race or ethnicity;
• sex life and/or your sexual orientation;
• genetic and biometric data.

We collect and process the above data only where it is strictly necessary to do so in order to deliver the service that you have purchased.

We use different methods to collect data from and about you including through:

Direct interactions

You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

• make a booking
• provide service to us
• create an account on our website and app
• subscribe to our newsletter or other publications
• request marketing to be sent to you
• enter a competition, promotion or survey
• give us some feedback
• attend our events
• interact with us on social media

Automated technologies or interactions

As you interact with our website app, we may automatically collect Technical Data about your equipment, browsing actions and patterns.

We collect this personal data by using cookies, and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy Cookie policy for further details.

Third parties

We may receive your information from any of our subsidiaries listed in this notice and our associated third parties.

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 we need to perform the contract we are about to enter into or have entered into with you.
• 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.
• In accordance with our recognised legitimate interests that have been identified in the Data (Use and Access Act) 2025 (DUAA), including where it is necessary to use the information to: (i) detect, investigate or prevent crime; or (ii) apprehend or prosecute offenders.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. To update your preferences, please select the unsubscribe option at the bottom part of the marketing communication sent to you. Alternatively, you can email us directly at Marketing@lincolnshire.coop

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile 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 call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased services from us and, in each case, you have not opted out of receiving that marketing.

Third-party marketing

We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time via email at Membership@lincolnshire.coop

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of your membership, a product/service purchase, warranty registration, product/service experience or other transactions.

Monitoring communications

We may monitor, record, store and use any telephone, email or other communication with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our customer service.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see Cookie policy

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

We may share your personal information with:

• Selected associated third parties, some of whom we appoint to provide services, including:
  • business partners, advisors, agents, subsidiaries, affiliates, suppliers and sub-contractors for the performance of any contract we enter into with you;
  • sub-contractors with whom we have entered into a contract to assist us with providing our membership services to you for example assisting us with our election processes.
  • analytics and search engine providers that assist us in the improvement and optimisation of our website;
  • customer survey providers in order to receive feedback and improve our services.
  • sharing your information with the NHS Business Services Authority, others in the wider NHS, and sometimes Local Authorities, and only limited information to those external to the NHS for the provision of healthcare and treatment and performance of a task in the public interest. Additionally, we will disclose your personal information to the relevant third party: For more information specifically for our Pharmacy Privacy Policy click here.
• If we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer.
• If we are under a duty to disclose or share your personal data to comply with any legal obligation, to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of our customers, our regulators, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection, prevention of money laundering and credit risk reduction.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We may need to transfer your data outside the United Kingdom or the European Economic Area. We will only do so if adequate protection measures are in place in compliance with data protection legislation, which includes assessing whether the standard of protection for personal data in the relevant third country is not materially lower than the UK.

Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data.
• Where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data the same protection it has in the UK.

Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the UK.

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 have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How long will you use my personal data for?

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting, or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

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, regulatory, tax, accounting or other requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

In some circumstances you can ask us to delete your data: see Request erasure below for further information.

In some circumstances we may 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.

Under certain circumstances, you have rights under data protection laws in relation to your personal data:

• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data.
• Right to withdraw consent.
• Right to complain to us.

You can exercise these rights at any time by contacting us by post at Data Protection Officer, Lincolnshire Co-op, 15-23 Tentercroft Street, Lincoln, LN5 7DB or email: dataprotection@lincolnshire.coop.

Right to access

Where you request your personal data from us, we may ask you for more information to identify the information or processing activities that your request relates to. Where we do so, the time limit for responding to your request will be paused from when we ask for this information and will resume when we receive this information from you.

Upon receiving a request from you and verifying your identity, we will carry out a reasonable and proportionate search for the personal data that falls within the scope of your request.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

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.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Right to complain

You have the right to make a complaint to us if you consider that we have acted in a way that has infringed your data protection rights. Upon receiving your complaint, we will facilitate, investigate, and inform you of the outcome. We will respond to any complaints without undue delay and in line with our statutory obligations.

If you wish to make a complaint, please contact us by using the details listed in our data protection complaint procedure in this policy.

We also comply with the NHS Code of Practice on Confidential Information and pharmacists have an obligation under their professional standards to keep records about you confidential, secure and accurate.

You may choose to opt out of the NHS using your data for planning and research purposes – details are obtained by:

• visiting the nhs.uk/yournhsdatamatters website portal; using the NHS App; or
• writing by post using the instructions at the weblink above; or by calling the NHS Digital contact centre - 0300 303 5678 (open workdays Monday-Friday, 9am-5pm).

Some decisions that we make that have a legal or similarly significant effect on you may be made by automated means, provided we comply with applicable law. Where we do so, we will inform you that such decision is made by use of automated means.

If you are not happy or disagree with a decision that has been made about you by way of automated means, you can ask us to instruct a human to review that decision. You also have the right to contest the decision.

Should you have any issues, concerns or problems in relation to your data, or wish to notify us of data, which is inaccurate, please let us know. If you are not satisfied with our processing of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office which may be referred to as the Information Commission, or any successor body (ICO) at any time. The ICO’s contact details are available here.

We are committed to handling personal data lawfully, fairly, and transparently. If you are unhappy with how we have used your personal information, you have the right to make a data protection complaint directly to us.

This procedure is provided in accordance with the Data (Use and Access) Act 2025, which requires organisations to maintain and operate an internal data protection complaints process before complaints can be escalated to the Information Commissioner’s Office (ICO).

A data protection complaint is any concern relating to how we collect, use, store, share, protect, or otherwise process personal data. This includes, but is not limited to:

• How we use or share your personal information
• How we have handled a data subject rights request (e.g. access or erasure)
• Data accuracy, retention, or security concerns
• Concerns following a personal data breach

You can submit a data protection complaint using any of the following methods:

• Email: dataprotection@lincolnshire.coop
• Post: a letter to Data Protection Officer, Lincolnshire Co-op, 15-23 Tentercroft Street, Lincoln, LN5 7DB.

We accept complaints through any channel. Once received, we may sometimes ask you to complete our complaint form to have robust information regarding your complaint.

Once we receive your complaint, we will:

• Acknowledge receipt within 30 days
• Investigate your complaint without undue delay, making appropriate enquiries
• Keep you informed of progress, where necessary
• Provide a clear outcome once the investigation is complete

There is no fixed statutory deadline, but we aim to conclude complaints as promptly as possible and in line with ICO expectations (normally within three months unless the matter is complex).

All data protection complaints are overseen by our Data Protection Officer (DPO) or an authorised manager to ensure complaints are handled consistently, confidentially, and fairly.

We encourage you to raise any concerns with us first so we can resolve them promptly.

If you remain dissatisfied after receiving our final response, you have the right to contact the Information Commissioner’s Office (ICO):

• Website: Make a complaint | ICO
• Telephone: 0303 123 1113

Under the DUAA, the ICO will normally expect you to have raised your complaint with us before they investigate it further. Our complaints process is free to use, accessible to everyone, and available regardless of whether you are a customer, employee, service user, or member of the public.

This complaints procedure is provided to meet our obligations under section 103 of the Data (Use and Access) Act 2025 and section 164A of the Data Protection Act 2018.

We welcome your views about our websites, app and our privacy policy. If you would like to contact us with any queries, complaint or comments, please send an email to dataprotection@lincolnshire.coop or send a letter to Lincolnshire Co-op, 15-23 Tentercroft Street, Lincoln, LN5 7DB.