2. What personal information do we collect and how we will use it?
We may collect the following information about you:
Contact details including title, name, date of birth, age, postal and email addresses, postcode and contact telephone numbers;
Details about your employment status;
Registration information, including your password (if any);
Customer communication preferences;
Customer feedback (which may be collected through customer satisfaction surveys and market research studies);
Details of your gender;
Computer or device information (e.g. your IP address and operating system). Including information collected automatically when you use the Digital Channels. This information may include your device ID (and type), location ID or advertising ID, the app store from which you downloaded the App, how often you use the App, how long you engage with the App per session, browser information, the pages of our site that you visit and for how long, the sizes and names of the files, folders or other content you upload, download, share or access when using the Digital Channels and whether you experienced issues while using any of the Digital Channels (such as a crash).
We may use your information for the following purposes:
Administration of our Digital Channels including using information that is collected automatically on an aggregated basis in order to track user engagement, understand user preferences and improve the Digital Channels. We use various tracking technologies such as cookies and web beacons to help us to provide you with a good experience when you browse and use our Digital Channels. For example, cookies help us with things like remembering your username and settings, as well as understanding how you are interacting with our Digital Channels. You can set your browser to not accept cookies, but this may limit your ability to use the Digital Channels.
Administration and management of our competitions, promotions and prize draws – you should check the applicable terms and conditions of the competition, promotion or prize draw for further information;
Obtaining customer feedback (including through customer satisfaction surveys and market research studies, among other methods);
Identifying any unusual customer feedback and scores in respect of particular Costa stores;
Business, website and consumer analysis and reporting; and
Correspondence between us, including where you use our 'Contact us' form.
Although it is not Costa’s intention to collect any personal information and/or sensitive personal information (e.g. in respect of race or ethnic origin; political opinions; religious or similar beliefs; physical or mental health or condition; sexual history or orientation; trade union membership; and/or any criminal offences or related court proceedings) about you when obtaining customer feedback or conducting market research studies (for example, through “Any Other Comments” or “free text” type sections in customer satisfaction surveys or market research studies), if any personal or sensitive personal information is inadvertently collected in this way such information will be securely deleted and will not be retained by Costa or any third parties who provide services to Costa.
3. Sharing your personal information with third parties
We may disclose your personal information to:
Any third party where we are under a legal duty to do so, or in order to enforce or protect any of our rights, property or safety (or those of our customers).
Third parties who provide certain services to Costa (e.g. IT service providers and service providers who administer customer satisfaction surveys and market research studies on behalf of Costa), (third parties may also collect certain personal information about you on Costa’s behalf).
Where personal information is processed on our behalf by third parties we put measures in place to keep your information secure.
Costa takes the security of any personal information we hold very seriously.
Where necessary, and in common with other websites and apps, we use SSL (Secure Sockets Layer) encryption to ensure that personal information provided to us is not visible to anybody else when in transit between your computer and our servers. You can tell when SSL is in use by the presence of a small "padlock" symbol in the status bar of your web browser.
In addition, our web servers are housed behind a secure firewall that prevents access to our databases by unauthorised users. All of our servers are housed in a secure environment with high levels of physical security.
However, the transmission of information via the internet is not completely secure. We cannot guarantee the security of your data transmitted to our site: any transmission is at your risk. Once we have received your information, we will handle it in accordance with our usual practices.
Where you have chosen a password that enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
5. International transfers
While your personal information is located outside of Canada, it will be subject to applicable foreign laws, which may permit government and national security authorities to have access to the information in certain circumstances.
6. Direct marketing and Consent
We would like to keep you informed of Costa news and offers by post, phone, email, text and other electronic means.
You may withdraw your consent to our collection, use and disclosure of personal information at any time, subject to contractual and legal restrictions and reasonable notice. However, if you withdraw your consent to certain uses of your personal information, we may no longer be able to provide our services or our Digital Channels.
If you have agreed to receive such marketing communications you may opt out or change your marketing preferences at any time by contacting us here. You can also opt out of receiving our promotional communications at any time by following the unsubscribe instructions included in such communications. If you opt out, we may still send you non-promotional communications, such as security alerts and notices related to your account or access to or use of the Services.
7. Access to and amending your personal information
We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove personal information you think is inaccurate by contacting us here.
You also have the right to request a copy of the personal information that we hold about you. To do so, please contact us at https://www.costa.co.uk/contact-form or as provided under the Contact Us section below. We may make a small charge for this service and will provide an estimate of our fee to you if applicable in the circumstances of your request
9. Contact us
Costa Customer Services,
Porz Avenue Whitbread Court,
Beds LU5 5XE
Attention: Privacy Officer
10. Further information
This site is operated by Whitbread Group PLC (company number 00029423 and VAT number 243292864), whose registered office is Whitbread Court, Houghton Hall Business Park, Porz Avenue, Dunstable LU5 5XE. Costa Limited is part of the Whitbread group of companies.
Whitbread Group PLC’s principal operating subsidiaries include:
Whitbread Restaurants Limited (company number 6190450)
Costa Limited (company number 1270695)
Coffee Nation Limited (company number 3145187).
Costa Express Canada Limited (company number 947606-07).