Privacy Policy

Personal information captured or provided to The London Mint Office is controlled by the business, registered in England (company number 03470348) at 1 Carew Street, London, SE5 9DF. The business is registered with the Information Commissioners Office (registration number Z4761698).

For further information regarding data, please contact dpo@londonmintoffice.org

When you use The London Mint Office services, you trust us with your information. This Privacy Notice is meant to help you understand what data we collect, why we collect it, and what we do with it. This is important; we hope you will take time to read it carefully. And remember, you can find controls to manage your information and protect your privacy and security at www.londonmintoffice.org/my-account.

There are many different ways you can use our services – to search for and share information, to communicate with other people or to create new content. When you share information with us, for example by placing an order with The London Mint Office, we can make our services even better – to show you more relevant information. As you use our services, we want you to be clear how we’re using information and the ways in which you can protect your privacy.

Our Privacy Notice explains:

· What information we collect and why we collect it.

· How we use that information.

· The choices we offer, including how to access and update information.

We’ve tried to keep it as simple as possible, but if you’re not familiar with terms like cookies, IP addresses, pixel tags and browsers, then read about these key terms first. Your privacy matters to The London Mint Office so whether you are new to The London Mint Office or a long-time customer, please do take the time to get to know our practices – and if you have any questions contact us.

We collect information to provide better services to all of our users. We collect information in the following ways:

• Information you give us. For example, some of our services require you to sign up for a The London Mint Office Account, or when you place an order. When you do, we’ll ask for personal information, like your name, email address, telephone number to store with your account.
• Information we get from your use of our services. We collect information about the services that you use and how you use them, This information includes:

 o   Device information

We collect device specific information (such as your hardware model, operating system version, unique device identifiers, and mobile network information including phone number). The London Mint Office may associate your device identifiers or phone number with your The London Mint Office Account.

o User information

When you use our services or view content provided by The London Mint Office, we automatically collect and store certain information in server logs. This includes:

• Details of how you used our service, such as your search queries within our website(s) and apps.
• Telephony log information like your phone number, calling-party number, forwarding numbers, time and date of calls, duration of calls, SMS routing information and types of calls. We may keep a brief record of any correspondence or telephone calls we have had with you for up to six months so that we can always help you with any question.
• Internet protocol address (IP Address).
• Device event information such as crashes, system activity, hardware settings, browser type, browser language, the date and time of your request and referral URL.
• Cookies that may uniquely identify your browser or your London Mint Office Account.

o   Location information

When you use The London Mint Office services, we may collect and process information about your actual location. We use only your IP Address to determine location.

o Local storage

We may collect and store information (including personal information) locally on your device using mechanisms such as browser web storage and application data caches.

o Cookies and similar technologies

We and our partners use various technologies to collect and store information when you visit a The London Mint Office service, and this may include using cookies or similar technologies to identify your browser or device. Industry Standard analytics products (e.g. Google Analytics) help us analyse the traffic to our websites and apps.

To learn more about how Google uses personal data from our site, you can view Google’s Privacy & Terms site here.

Details about the use of specific cookies and their purpose is outlined and shown in the table below with a link to amend your cookie settings.

Cookie List

A cookie is a small piece of data (text file) that a website – when visited by a user – asks your browser to store on your device in order to remember information about you, such as your language preference or login information. Those cookies are set by us and called first-party cookies. We also use third-party cookies – which are cookies from a domain different than the domain of the website you are visiting – for our advertising and marketing efforts. More specifically, we use cookies and other tracking technologies for the following purposes:

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

Functional Cookies

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.

We collect and securely store the information you provide to ensure you receive services and information expected of us and we use your information for the purposes of marketing coins, medals and other collectibles that may be of interest to you.  Please see the Information Security section for details about how we securely retain your personal data. 

In general, you can come to our website to browse our products, without ever telling us who you are. If you want to make a purchase from The London Mint Office however, we will need certain personal information such as your name, telephone number, email address, payment address and wherever you want your purchase delivered to. In addition we may, from time to time, collect information about our customers via order forms, media advertisements, coupons, emails, questionnaires, competitions, telephone conversations and surveys.

All of this information is kept on secure servers, complying with all applicable data protection and consumer legislation, and we treat all personal information as fully confidential. We will use what you provide us to:

• To send your order to you and collect payment.
• To produce and personalise (if required) your order
• To keep you up to date with the progress of your order
• To ensure we contact you through your preferred means

We keep a record of what you have bought, to enable us:

• To ensure the guarantee periods are met
• To keep a record of your payments and installment plans
• To send you information on other products we think may be of interest, based on previous purchases
• We keep a record of previous offers we may have sent you to avoid sending the same offer again, which also helps reduce our environmental impact.
• We keep a brief record of any correspondence or telephone calls we may have had with you so that we may always strive to help you with any question.

Payment and Finance Options:

When you place an order, you can pay directly using a debit/credit card, monthly on invoice or any other accepted payment methods.

For eligible customers we also offer payment using a third-party finance provider (the lender).  If you choose this option we will share certain personal information (such as your name, address, contact details and order details) with the third-party finance provider so that they can carry out a credit assessment and manage your finance agreement.

The third-party finance provider acts as an “Independent Data Controller”, meaning they are responsible for how they process your information once it has been shared.  We recommend you review the third-party finance provider’s privacy policy for further details about how they use your data.

When a call is recorded, we collect:

• A digital recording of the telephone conversation
• The telephone number of both parties (internal and external)
• Personal data shared during a telephone call that will be digitally recorded, for example a name, contact details, transaction information in order to deliver an appropriate service

We currently record calls for both inbound and outbound conversations and where practical we notify the data subject of this activity.  Conversations may be in relation to, but not limited to:

•  A sales inquiry
•  A credit inquiry
• A third party finance agreement
•  A customer service call
•  Complaint handling

Recording of calls is necessary to protect the interests of you, our staff and partner organisations as a requisite for legitimate interest, in addition calls may be used in relation to, but not limited to:

• Use in an agent training program to improve the quality of our service to you
• An investigation and complaint resolution
• Supporting the detection, investigation and prevention of crime (including fraud)
• To support your transaction, application and financing of product purchased from us with third party finance or credit providers

Call Recording and AI Transcription:

When you speak with us by phone in addition to the above, we also use a trusted third-party provider based in the United States to transcribe calls using artificial intelligence (AI) technology.

• Purpose – to improve customer service, support in house training and assist in resolving customer queries and complaints.
• Nature of processing – the calls are automatically transcribed using AI software.  These transcriptions are reviewed by authorised London Mint Office staff only where required.
• No automatic decisions – this process does not involve automated decision making that produces legal or significant effects for you.
• International Transfer – because our transcription provider is located in the U.S your personal data (including parts of conversations containing personal details) may be transferred outside the UK/EEA.  We ensure this is done securely using Standard Contractual Clauses (SCCs) approved by the UK and EU, or other lawful transfer mechanisms.
• Retention – call recordings and transcriptions are kept for 6 months and then securely deleted.

If you’ve said we can, we’ll send you letters, emails, text messages or telephone you from time to time, to let you know about our new products, services and anything exciting we’ve got going on. You will only receive these marketing messages if you gave us permission to, and you can stop receiving them at any time - all you have to do is:

• Click the ‘unsubscribe’ link in any of our promotional emails and update your contact preferences
• Text “STOP” to the SMS number to opt-out of text messages                  
• You can edit your details and update your contact preferences directly at www.londonmintoffice.org/myaccount
• Email us at customercare@londonmintoffice.org                  
• Call our customer care team on 0330 024 1001                  
• Write to The London Mint Office, Customer Care Team, 1 Carew Street, London, SE5 9DF

To ensure we provide you with the best possible service, communication and interaction we may use a text messaging system to notify you of order shipping and payment reminders were appropriate, these messages are not linked to marketing communications and is solely unique to the individual customer.

The London Mint Office is a member of the Direct Marketing Association and follows best practice guidance across all marketing communications. However, if you inform us that you no longer wish to receive marketing emails and/or telephone calls you will stop receiving them within 7 Days of your request being received. We will still hold your email address (unless you ask us to remove it) to contact you about customer service related issues - dispatch updates for example.

If you inform us you no longer wish to receive postal marketing you may still receive some letters up to 6 weeks after you change your preferences as mailings are printed in advance. You will still receive customer service or order related letters.

We want to let you know what we’re up to, and help you to see and find our products. Like many companies, we engage in online advertising to do this - with targeted banners and adverts on other websites and apps. This common practice is done using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like pixels, ad tags, cookies and mobile identifiers, as well as specific services offered thought social media platforms. For example, if you visit our website you may receive a personalized banner advertisement whilst browsing other websites.  Any banner advertisement you see will be related to a product you have viewed whilst browsing our website either on your computer or on another device.  To clarify these advertisements are provided by London Mint Office via market leading specialist providers using ‘cookies’ placed on your computer or other devices. 

We make sure we always act in accordance with the terms and conditions of these platforms to show you products and news you may be interested in. All of these platforms offer you ways to manage your privacy and advertising preferences from within their own settings.

People have different privacy concerns. Our goal is to be clear about what information we collect, so that you can make meaningful choices about how it is used. For example, you can:

• Review and update your London Mint Office marketing preferences to decide what types of data, you would like saved with your account when you use The London Mint Office services.
• Review and control certain types of information tied to your London Mint Office Account by using The London Mint Office my account page.

You may also set your browser to block all cookies, including cookies associated with our services, or to indicate when a cookie is being set by us. However, it’s important to remember that some of our services may not function properly if your cookies are disabled. 

We do not share personal information with companies, organisations and individuals outside of The London Mint Office unless one of the following circumstances applies:

o With your consent

We will share personal information with companies, organisations or individuals outside of The London Mint Office when we have your consent to do so. We require opt-in consent for the sharing of any sensitive personal information.

o For external processing

We provide personal information to other trusted businesses or persons to process it for us, based on our instructions and in compliance with our Privacy Policy and any other appropriate confidentiality and security measures.

o   For legal reasons

We will share personal information with companies, organisations or individuals outside of The London Mint Office if we have a good-faith belief that access, use, preservation or disclosure of the information is reasonably necessary to:

• Meet any applicable law, regulation, legal process or enforceable governmental request.
• Enforce applicable Terms of Service, including investigation of potential violations.
• Detect, prevent, or otherwise address fraud, security or technical issues.
• Protect against harm to the rights, property or safety of The London Mint Office, our customers or the public as required or permitted by law.

Third-Party Sharing of Data

There are several situations where we share personal data with third parties. Data protection rules and legislation regulate how and when such sharing with third parties may take place. To provide our services and products, there are several situations where we need to disclose your personal data. For example, if you have agreed to finance your chosen product purchase, we will need to disclose certain information relevant to third parties in the transaction to be able to perform the transaction.  Such external processing includes (but is not limited to): - 

• IT Systems and Services 
• Legal Services 
• Payment Service Providers
• Debt Collection Services 
• Credit Reference Agencies 
• External Credit and Finance Providers 
• Direct Marketing Services 
• Outsourced Logistics Partners and Postal services
• The Authorities

We may share non-personally identifiable information publicly and with our partners. For example, we may share information publicly to show trends about the general use of our services.

If The London Mint Office is involved in a merger, acquisition or asset sale, we will continue to ensure the confidentiality of any personal information and give affected users notice before personal information is transferred or becomes subject to a different privacy policy.

We work hard to protect The London Mint Office and our users from unauthorized access to or unauthorized alteration, disclosure or destruction of information we hold. In particular:

• We encrypt many of our services using SSL.
• We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorized access to systems.
• We restrict access to personal information to The London Mint Office employees, contractors and agents who need to know that information in order to process it for us, and who are subject to strict contractual confidentiality obligations and may be disciplined or terminated if they fail to meet these obligations.

We regularly review our compliance and alignment with our Privacy Policy. When we receive formal written complaints, we will contact the person who made the complaint to follow up. We work with the appropriate regulatory authorities, to resolve any complaints regarding the transfer of personal data that we cannot resolve with our users directly.

From time to time the business will undergo an audit to validate the legitimacy and suitability of its standards, practices and processes. This may involve sharing data with a specialist third-party partner that are accredited and approved to undertake such assessments; they will be acting independently to validate the conformance of The London Mint Office's procedures.

Unless subject to an exemption, you have the following rights with respect to your Personal Data:

• The right to be informed - to know how your personal information is being used by The London Mint Office
• The right of access - to access the personal information that The London Mint Office hold about you
• The right to rectification - to correct any inaccuracies in that information
• The right to erasure - to have the personal data The London Mint Office holds deleted
• The right to restrict processing - to stop your data being processed, or collected
• The right to data portability - to have you data transferred to yourself, or someone or something else
• The right to object - to stop direct marketing, or withdraw your consent about how your data is being processed 

Personal data is collected in fair and transparent means directly from you and you are responsible for its accuracy. Please inform us as soon as possible if there needs to be any changes to your personal data or if your information is inaccurate.

To access your personal data, ask that it is deleted or to ask for it to be transferred to another organization, we will provide you with a copy of the personal data you have provided to us in a structured, commonly used and machine-readable format. You can make a data subject access request (DSAR) at any time and in doing so you are exercising your right to see the personal data we hold about you. 

In all cases the details are updated and dealt with promptly. You can also update your information at any time by logging into your customer account. Alternatively you can contact customer service by either of the following methods:

• Telephone: 0330 024 1001
• Email: customercare@londonmintoffice.org
• Post: Customer Care Manager, The London Mint Office, 1 Carew Street, London, SE5 9DF

Children’s Data:

Our services are not directed at children under 18 and we do not knowingly collect personal data from children.

If you are in any way dissatisfied with how your personal data has been handled or how we have carried out your data subject request, you have the right to request an internal review.

If you would like to escalate the matter further, you may contact the Information Commissioners Office who can investigate the matter further. They can be contacted at:

• Website: https://ico.org.uk/
• e-mail: casework@ico.org.uk
• Telephone: 03031231113
• Post: The Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 9AF

If you are based in the EEA, our European representative can be contacted by:

The London Mint Office

Call: 0330 024 1001

Email: dpo@londonmintoffice.org

Write: The London Mint Office, PO BOX 89, CF40 9BJ 

The European representative acting on behalf of The London Mint Office is authorized to deal with matters relating to the EU GDPR, including dealing with any supervisory authorities based in the EEA.

Our Privacy Notice may change from time to time. We will not reduce your rights under this Privacy Notice without your explicit consent. We will post any privacy Notice changes and, if the changes are significant, we will provide a more prominent notice (including, for certain services, email notification of privacy Notice changes). We will also keep prior versions of this Privacy Notice in an archive for review.