Privacy Policy

We are committed to protecting and respecting your privacy. This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be used (processed) by us.

For simplicity, throughout this notice “we” and “us” mean Matalan Retail limited (Company number 02103564) of Perimeter Road, Knowsley Industrial Park, Knowsley, Liverpool L33 7SZ, UK. Our Information Commissioner’s Office (ICO) registration number is Z7196403.

Under the relevant Data Protection Laws (including the EU General Data Protection Regulation, the UK Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, we are the data controller of the data we collect from you, or that you give to us.

1. What Personal Data we collect from you

We collect and process the following data about you:

When you shop with us in store we process your payment card information where credit or debit cards are used for payment. We may also collect and process details of your transaction history and shopping preferences including details of purchases you made, items viewed or added to your basket, voucher redemptions, brands you show interest in and, if applicable, web pages you visit.
When you make an online purchase, we collect and process transaction-based data which may include your payment card information, billing/delivery address, orders and receipts, email and telephone number. We may also collect technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, for the purposes of fraud screening.
When you join our reward card loyalty scheme (MatalanMe) we collect and process the information you provide including your name, gender, date of birth, address, email and telephone number.
When we process your MatalanMe card when you buy products in a shop or online, we collect and process details of your transaction history, shopping preferences and voucher redemptions.
When you create an online account with us, we collect and process the information you provide including your name, gender, date of birth, billing/delivery address, email and telephone number.
When you’ve given a third-party permission to share with us the information they hold about you.
When you use our car parks and shops which sometimes have CCTV systems operated for the security of both customers and us. These systems may record your image during your visit.
Some of our car parks also have automatic number plate recognition system which may record your car number plate.
Details of your interactions with us through our contact centres, in store, online or by using one of our apps.

2. How we collect Personal Data

We collect personal data from you by the following means: Information you give us when:

Entering into transactions
Opening an account on our website
Filling in forms or providing information in store
By corresponding with us by phone, email, in person or via social media
Registering an online account or reward card loyalty scheme on our website
Downloading any Matalan App
Participating in discussion boards or other social media functions
Entering a competition, promotion or survey.
Submitting a complaint to us
When you report a problem with our website.

The information you give us may include your name, address, email address and phone number, debit or credit card information, personal description and photograph. Any information you provide to us will only be used for the reason(s) you provided it.

If you choose to create an account or join our MatalanMe scheme, you will be able to manage your personal data online via www.matalan.co.uk/me.list. If you do not choose to do so, you will not be able to view or modify this information. If you wish to change any preferences and you have not created an account, please contact Customer Services by calling us on 0333 0044444.

When you visit our website we may automatically collect the following information:

Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform.
Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products 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), and methods used to browse away from the page and any phone number used to call our customer service number.
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy
We work with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers and search information providers) and may receive information about you from them.

3. How we use your personal data

We can only use (process) your personal data under strict conditions. These are called ‘Lawful bases for processing’ and we must be able to justify using your personal data under at least one of these bases. There are 6 lawful bases for processing, of which, in different circumstances, we only rely upon the following 4.

3.1 Consent

We may process your personal data where we have Consent to do so. For example, to send you marketing communications where you have consented to receive them from us.

3.2 Contractual Obligations

We may process your personal data where we have a Contractual Obligation to do so. For example, sharing your home address with a delivery business to ensure delivery of goods you have purchased from us.

3.3 Legal Obligation

We may process your personal data where we have a Legal Obligation to do so. For example, to share personal data with law enforcement, or to comply with a court order.

3.4 Legitimate Interest

We may process your personal data where we have a Legitimate Interest to do so whilst not overriding your rights, freedoms or interests. These legitimate interests include the following:

3.4.1 Surveys

We may, from time to time, send you opportunities to take part in customer surveys to improve our range of products or your shopping experience. It is entirely optional as to whether you take part in any such survey(s) and you will always have the opportunity of opting out of doing so at any time.

3.4.2 Refunds and complaints

If you ever need to complain to us about a purchase or any aspect of your interactions with us, or you need to request a refund of any purchase you have made from us, we may keep a record of your queries, refund requests and complaints for the following purposes, in accordance with our Legitimate Interests:

To inform our future communications with you.
To review whether there are any patterns regarding the complaints we receive, for example, quality issues with any particular products.
To be able to demonstrate how we dealt with your complaint.
To consider how we can improve our services based on your experience.

3.4.3 Marketing

In order to keep you up to date with news of products and services including store events, offers, promotions and sale information, we may send you materials which we feel will be of interest to you, unless you have previously told us you do not wish to hear from us either via your MatalanMe account or directly in response to any marketing email we will send to you.

4. Sharing Your Data

We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006. We may share your information with selected third parties including:

Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.
Advertisers and advertising networks in order to select and serve relevant adverts to you and other customers. Any information shared is anonymised beforehand and we do not disclose information about identifiable individuals to our advertisers. However, we may provide them with aggregate information about our users (for example, we may inform them that, based on the data we hold, 500 men aged under 30 have searched for ‘shirts’ on our website during any given period). We may also use such aggregate information to help advertisers reach the kind of audience they want to target (for example, women between 45-55 living in SW1). We may process some elements of the personal data we have collected from you in order work with advertisers and advertising networks in order that they can display their advertisement(s) to the most appropriate audience.
In the event that we sell any business or assets, we may disclose your personal data to the prospective buyer of such business or assets.
If Matalan Retail Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms & Conditions and other agreements; or to protect the rights, property, or safety of Matalan Retail Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

In order to support, operate, maintain our website, to assist your user experience of the website and for fraud management we currently use the following IT companies who may process your personal data pursuant to contracts with Matalan:

Createthe Group, Inc
The Hut Group (THG)
Capgemini UK Plc
Shift
Shipstation
Salesforce
Chopin
The Optima Value Group Limited (trading as Optima Connect)
Lokulus
MetaPack Limited
ACI Worldwide (EMEA) Ltd
PayPal (Europe) Sarl et Cie, SCA
Klarna
Voucher Express (part of Hemingways)

Furthermore, recently, we have expanded our range of products by partnering with selected manufacturers. When orders for these products are placed the deliveries are invariably made by the manufacturers themselves. As such, and to complete your order, we need to share your details with the manufacturer. These manufacturers currently include:

J Rosenthal & Son
Virgin Experience Days Limited
Welcome Furniture Limited
Melrose Interiors Limited
Muriva Limited
Arthouse Limited
Cascade Holdings Limited
Phoenox Textiles Limited
Lloyd Pascal Company Limited
RKW Limited
Hardenburg Limited
Kaikoo Skull Limited
Dawson Rogers Limited
The Red Kite Baby Co Limited
East Coast Nursery Limited
Premier Decorations Limited
MH Star UK Limited
Wilton Bradley Limited
Character World
Julian Bowen
LPD Furniture
Riva Home
Turner Bianca
Roman
Quiz
Blue Vanilla
Pink Vanilla
Where's That From
Yumi
Mela
Izabel
Gardeners
Pertemba
Brand Threads
Clair De Lune
Angelcare
Riva Home
Whispering Smith
IGSM
Fitness Wholesale
Brands In
ToeZone
Prestige Touch
Threadbare
Linzi
Madein
Peers Hardy
Rock
MV Sports
Hauck
Prestige
Paul Murray
IT Luggage

We also use delivery couriers to deliver home delivery orders and click and collect orders, this includes:

Evri
DPD UK Ltd
ZigZag

We also work with:

Direct marketing companies who help us manage our electronic communications with you
Google/Facebook to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookie Policyfor details.
Data insight companies to ensure your details are up to date and accurate
Agencies who, via analytics, provide services which improve the products and services we offer you.

We work closely with the third parties with which we share your data to ensure the that they:

Have the appropriate security measures and policies in place when processing your personal data.
Will respect and protect your privacy.
Only process your personal data where necessary and only in accordance with the terms of any legal/contractual undertaking between Matalan and the relevant third-party.
Will delete or anonymise your personal data when the legal/contractual undertaking between both parties expires.

5. Storing your personal Data

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy, and any relevant legislation both in the United Kingdom and the relevant territory. We also have procedures in place to ensure your personal data receives the same protection as if it were being processed inside the EEA.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential.

6. Managing your Personal Data

You have the right to ask us not to process your personal data for marketing purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us via Help Centre (matalan.co.uk)

If you have a MatalanMe card you can manage your personal data via www.matalan.co.uk/me.list

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

7. How long is Personal Data kept for?

We will only keep personal data for as long as is necessary for the purpose for which it was collected. At the end of that period your data will either be deleted completely or anonymised. However, when you place an order, we’ll keep the personal data you give us for seven years so we can comply with our legal and contractual obligations.

8 Your rights

Under Data Protection Laws you have the following rights.

8.1 Direct Marketing

When we are sending direct marketing to you on the basis of our legitimate interest, you have the right to decide not to receive any direct marketing from us.

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels.

You can exercise any of these rights or update your preferences at any time by contacting us via Help Centre (matalan.co.uk) or by updating your preferences via www.matalan.co.uk/me.list

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

8.2 Access to personal data

You have the right to access the personal data we may hold about you. This type of request is called a Subject Access Request, it is free of charge and requests can be submitted via Help Centre (matalan.co.uk)

Alternatively, requests can be submitted in writing to Privacy, Matalan Retail Limited, Perimeter Road, Knowsley Industrial Park, Liverpool, L33 7SZ.

8.3 The correction of incorrect, out of date or incomplete personal data

You have the right to request any information we hold is corrected if it is inaccurate, updated where out of date or completed where incomplete. You can update your personal data via www.matalan.co.uk/me.listor via Help Centre (matalan.co.uk)

8.4 The deletion of personal data

You have the right to request any information we hold about you is deleted. To request your data is removed, please contact us at privacy@matalan.co.uk.

8.5 The right to make a complaint

If you do not consider that your data has been handled correctly by us or you are not happy with our response to any requests you have made regarding our use of your personal data, you have the right to make a complaint to the International Commissioner’s Office. Their contact number for complaints is 0303 123 1113.

Further details regarding making a complaint to the Information Commissioner’s Office can be found at www.ico.org.uk/make-a-complaint (please note that we are not responsible for the content of external websites).

9. Use of our services by Children

Our website is not intended for the use of children under the age of sixteen. We ask that children do not provide personal information through our website. If we become aware that we have collected the information of a child, we will delete that information from our records.

10. Third party websites

11. Changes to this policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by email. Please check back frequently to see any updates or changes to our privacy policy.

12. Contact

For the the right to delete the use of your data contact us at privacy@matalan.co.uk

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to our Privacy team at privacy@matalan.co.uk

This notice was last updated on 7/03/2024.