Privacy policy
CHARLES FISH ONLINE PRIVACY POLICY
Your privacy is important to us. This privacy notice explains how we collect, use, share and protect your personal data when you visit our website, purchase from us or otherwise interact with us..
How do we collect information from you?
In the course of operating our website, providing our services and conducting our business, we may collect and process the following categories of personal information:
Information you provide directly to us
We collect information that you voluntarily provide when you:
- make a purchase;
- request a valuation, repair or other service;
- contact us by telephone, WhatsApp, email, website contact form or in person;
- subscribe to our email newsletter;
- opt in to receive marketing communications via WhatsApp; or
- apply for finance products offered through our finance partners.
This information may include your name, postal address, email address, telephone number and any other information you choose to provide to us.
Account, order and transaction information
We maintain records relating to purchases, orders, deliveries, repairs, sales, enquiries and other services we provide. This may include order histories, transaction records and customer account information.
Website and technical information
When you use our website, we may automatically collect information about your device and how you use our website. This may include:
- IP address;
- browser type and version;
- device information;
- pages visited;
- traffic data; and
- other website usage information.
This information helps us maintain website security, improve website performance and understand how our website is used.
Fraud prevention and identity verification information
To help protect our customers, staff and business from fraud, we may use fraud prevention and electronic identity verification services.
Where identity verification is required, you may be asked to provide:
- Details from a government-issued identity document
- Images of identity documents;
- A photograph or selfie for identity verification purposes
- Bank account details where these are required for the secure processing of payments to customers.
These systems compare the information provided and perform checks designed to confirm your identity and identify potential fraud.
We may receive verification results, fraud risk indicators or pass/fail outcomes from these providers.
Finance application information
Where you apply for finance products through one of our finance partners, we may collect and share information necessary to process your application.
The finance provider is responsible for assessing the application and may return information to us relating to the status or outcome of your application, including whether the application has been approved, declined or referred for further assessment.
Detailed financial information is generally collected and processed directly by the finance provider in accordance with its own privacy notice.
Marketing preferences
Where you choose to subscribe, we collect and store your marketing preferences to manage:
- email newsletter communications; and
- WhatsApp marketing communications.
You will only receive marketing communications where you have provided the necessary consent or another lawful basis applies. You can withdraw your consent at any time.
Communications information
We may keep records of emails, correspondence and messages submitted through our website or left with our out-of-hours telephone answering service so that we can respond to enquiries and provide customer service.
Please note that telephone calls are not routinely recorded.
CCTV
If you visit one of our stores, CCTV systems may record your image for the purposes of crime prevention, security, the protection of customers and staff, and the investigation of incidents.
Information obtained from third parties
In certain circumstances, we may receive personal information or verification results from trusted third-party providers, including:
- fraud prevention providers;
- electronic identity verification providers; and
- finance providers involved in processing finance applications.
The information received will be limited to what is necessary for us to provide our services, assess transactions, comply with legal obligations and protect against fraud.
How is your information used?
How is your information used?
We use your personal information to provide our services, operate our business, comply with our legal obligations and protect our customers and business from fraud and other unlawful activity.
We may use your information for the following purposes:
To provide products and services
We use your personal information to:
- process purchases and orders;
- arrange deliveries and collections;
- provide valuation, repair, pawnbroking and related services;
- maintain customer accounts and transaction records; and
- communicate with you regarding products or services you have requested.
To manage enquiries and customer service
We use your information to:
- respond to enquiries submitted by email, telephone, website contact forms or in person;
- provide customer support;
- investigate and resolve complaints; and
- communicate important information relating to your dealings with us, including delays, cancellations or service updates.
To verify identity and prevent fraud
To protect our customers, employees and business, we may use personal information to:
- conduct identity verification checks;
- verify identity documents and photographs provided by customers;
- detect and prevent fraud, money laundering and other unlawful activity;
- investigate suspicious transactions; and
- maintain the security of our services and premises.
We may receive identity verification results, fraud indicators and pass/fail assessments from specialist fraud prevention and identity verification providers.
To administer finance applications
Where you apply for finance through one of our finance partners, we use your information to:
- submit and administer finance applications;
- communicate with finance providers;
- receive updates regarding application status; and
- manage transactions associated with approved finance agreements.
Finance providers are responsible for assessing applications and may provide us with information relating to the outcome of your application.
To process customer payments
We use customer payment information to:
- make payments to customers;
- verify that payments are sent to the correct recipient;
- maintain payment records;
- investigate payment disputes or errors; and
- protect against fraud and unauthorised transactions.
To send marketing communications
If you have chosen to receive marketing communications, we may use your information to send:
- email newsletters and promotional offers through our Friends and Family mailing list;
- WhatsApp marketing communications; and
- information about products, services, events, promotions and special offers that we believe may be of interest to you.
You may withdraw your consent or unsubscribe from marketing communications at any time by following the instructions included within the communication or by contacting us directly.
To improve our website and services
We use website usage data and technical information to:
- understand how visitors use our website;
- improve website functionality and performance;
- improve the products and services we offer;
- diagnose technical issues; and
- maintain website security.
Where possible, this information is used in an aggregated form and is not intended to identify individual users.
To comply with legal and regulatory obligations
We may use and retain personal information where necessary to:
- comply with legal and regulatory requirements;
- meet our obligations relating to financial services, anti-fraud measures and other applicable laws;
- respond to lawful requests from regulators, law enforcement agencies or other public authorities; and
- establish, exercise or defend legal claims.
To protect our business, customers and premises
We operate CCTV systems within our premises for purposes including:
- crime prevention and detection;
- the protection of customers, staff and visitors;
- the security of our products, premises and assets; and
- the investigation of incidents and disputes.
Lawful Basis for Processing Personal Information
| Purpose | Categories of Information | Lawful Basis |
|---|---|---|
| Processing orders, arranging delivery, providing repairs, valuations and other customer services | Contact details, address, account information, order history, transaction information | Performance of a contract (Article 6(1)(b)) |
| Responding to customer enquiries and providing customer support | Contact details, correspondence and enquiry information | Performance of a contract and/or Legitimate Interests (Article 6(1)(f)) in operating and improving our customer service |
| Maintaining customer records, accounts and transaction histories | Customer, transaction and account information | Performance of a contract and Legal Obligation (Article 6(1)(c)) where records must be retained for legal, tax or regulatory purposes |
| Processing finance applications through our finance partners | Contact details, application information, transaction details and finance application records | Performance of a contract and Legitimate Interests in facilitating customer finance applications |
| Receiving and recording finance application outcomes from finance providers | Application reference details and approval, decline or referral outcomes | Legitimate Interests in administering customer finance arrangements and processing transactions |
| Conducting fraud prevention checks | Identity information, transaction data and fraud screening results | Legitimate Interests in preventing fraud, protecting customers and safeguarding our business |
| Electronic identity verification and anti-fraud checks | Identity documents, photographs/selfies, verification results and fraud indicators | Legitimate Interests in verifying customer identity, preventing fraud and protecting customers and the business |
| Monitoring and securing our website | IP address, browser information, device identifiers and website usage information | Legitimate Interests in website security, fraud prevention and service improvement |
| Operating CCTV systems within our stores | CCTV footage and images of visitors to our premises | Legitimate Interests in crime prevention, protecting staff and customers, safeguarding property and investigating incidents |
| Sending marketing emails through our Friends & Family mailing list | Name, email address and marketing preferences | Consent (Article 6(1)(a)) |
| Sending WhatsApp marketing communications | Name, mobile telephone number and marketing preferences | Consent (Article 6(1)(a)) |
| Managing marketing opt-outs and suppression lists | Contact details and unsubscribe preferences | Legal Obligation and Legitimate Interests in complying with data protection and electronic marketing laws |
| Analysing website performance and visitor behaviour | Website usage, technical and statistical information | Legitimate Interests in improving our website, customer experience and services |
| Complying with legal, regulatory and law enforcement requirements | Information relevant to legal or regulatory obligations | Legal Obligation (Article 6(1)(c)) |
| Establishing, exercising or defending legal claims | Information relevant to complaints, disputes or claims | Legitimate Interests and, where applicable, Legal Obligation |
|
Making payments to customers and administering payment records
|
Name, bank account details, transaction records and payment information
|
Performance of a contract (Article 6(1)(b)) and Legitimate Interests (Article 6(1)(f)) in administering customer transactions and preventing payment fraud
|
Where we rely on legitimate interests as a lawful basis, we carefully consider and balance any potential impact on your rights and freedoms. We only process personal information where we believe that our legitimate interests are not outweighed by your interests, rights or freedoms.
Where we rely on consent, you are free to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of any processing carried out before consent was withdrawn.
Who Do We Share Your Information With?
We do not sell or rent your personal information to third parties for their own marketing purposes.We may share your personal information with trusted third parties where this is necessary to provide our services, process transactions, comply with legal obligations, prevent fraud, protect our customers and operate our business effectively.Finance Providers
Where you apply for finance products through us, we may share information relating to your application with our finance provider, Novuna Consumer Finance, to allow them to assess and administer your application.Finance providers will process your personal information in accordance with their own privacy policies and may act as independent data controllers in relation to the information they receive.Identity Verification and Fraud Prevention Providers
We use specialist third-party providers to assist with identity verification, fraud prevention and customer due diligence.This includes StackGo IdentityCheck, which we use to:- verify customer identity;
- perform fraud prevention checks;
- collect identity verification information;
- collect customer bank account details where required to facilitate payments to customers; and
- support compliance with legal and regulatory obligations.
Delivery and Logistics Providers
Where we arrange the delivery or collection of goods, we may share your name, contact details and delivery address with our delivery and logistics partners.This may include:- DPD Local;
- DHL;
- Royal Mail;
- Sendcloud; and
- InXpress.
Payment Providers
Where payments are processed electronically, we may share information with payment service providers and financial institutions for the purpose of processing transactions, preventing fraud and administering refunds.This may include:- Shopify Payments;
- Klarna; and
- Clearpay.
Website, Analytics and Marketing Providers
We use a number of service providers to operate our website, understand website usage, improve customer experience and manage marketing communications.These may include:- Shopify (website and ecommerce platform);
- Dotdigital (email marketing platform);
- Klaviyo (where implemented);
- Google Analytics;
- Google Ads;
- Meta Pixel; and
- HubSpot tracking technologies.
Accounting and Business Administration Providers
We may share information with service providers who assist us with accounting, bookkeeping and financial administration.This currently includes Sage.Professional Advisers
We may disclose personal information where necessary to our professional advisers, including:- solicitors;
- accountants;
- auditors;
- insurers; and
- other professional consultants.
Regulators, Law Enforcement and Public Authorities
We may disclose personal information where required by law, regulation, court order or governmental authority.We may also disclose information where necessary to:- prevent fraud or criminal activity;
- protect the rights, property or safety of our customers, employees or business;
- comply with legal obligations; or
- establish, exercise or defend legal claims.
Business Transfers
In the event of a merger, acquisition, restructuring, business sale or similar transaction, personal information may be transferred to a prospective purchaser, investor or successor organisation, subject to appropriate confidentiality and legal safeguards.Protecting Your Information
Whenever we share personal information with third parties, we take reasonable steps to ensure that appropriate security measures are in place and that personal information is processed in accordance with applicable data protection laws.Update 28/08/26
Third Party Service Providers working on our behalf:
We may pass your information to our third party service providers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf; for example when arranging delivery of an item. However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. We will not release your information to third parties beyond what is set out above, unless we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
When you are using our secure online pages, your payment is processed by a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. We use Shopify Payments, powered by Stripe and PayPal Express Checkout who have access to the personal information you provide us with that is needed to perform their functions but they may not use it for other purposes. We do not store or share financial information with third parties. If you have any questions regarding secure transactions, please contact us at info@charlesfish.co.uk.
If our business is sold or integrated with another business your details may be disclosed to our advisers and any prospective purchasers and their advisers and will be passed on to the new owners of the business.
Your Choices
You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us about our products, promotions or services, then you can select your choices by ticking the relevant boxes situated on the form on which we collect your information.
We will not contact you for marketing purposes by email, phone or text messages unless you have given your prior consent. We will not contact you for marketing purposes if you have indicated that you do not wish to be contacted. You can change your marketing preferences at any time by contacting us by email info@charlesfish.co.uk or telephone 0208 509 4884.
How you can access and update your information
The accuracy of your information is important to us. We’re working on ways to make it easier for you to review and correct the information that we hold about you. In the meantime, if you change email address or any of the other information we hold is inaccurate or out of date, please email us at info@charlesfish.co.uk or write to us at 114 High Street, Walthamstow, London, E17 7JY. Alternatively, you can telephone 020 85200293.
You have the right to ask for a copy of the information we hold about you (we may charge £10 for information requests) to cover our costs in providing you with details of the information we hold about you.
Security precautions in place to protect the loss, misuse or alteration of your information
When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected with the following software 128 Bit encryption on SSL. When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.
Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
Profiling
We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. We may make use of additional information about you when it is available from external sources to help us do this effectively. We may also use your personal information to detect and reduce fraud and credit risk.
Use of 'cookies'
Like many other websites, this Website uses cookies. 'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This helps us to improve our website and deliver a better more personalised service.
It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using our website.
Links to other websites
Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.
In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.
16 or Under
We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.
Transferring your information outside of Europe
As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EU. These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EU in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.
If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services.
Website recording
The information collected on our website is used to improve our website usability and is stored and used for aggregated and statistical reporting.
Subscribing to our Friends and Family Mailing List
When you subscribe to our Friends & Family mailing list we will store your email address to send you occasional e-newsletters keeping you up to date with the latest events, sales previews and offers. By opting in you agree to receive this information and accept that Charles Fish and Fish Brothers Group Ltd may use your information for future marketing and promotion purposes. We will NOT share your data with any other party. If at any time in the future our policy changes in any way, we will write to you informing you of these changes and requesting any relevant consent.
Review of this Policy
We keep this Policy under regular review. This Policy was last updated in March 2018. If any changes are made to our Privacy Policy, they will be listed here and supersede this version of the policy. We will take reasonable steps to draw your attention to any changes in policy if you are on our mailing list.
Contacting Us
If you have any questions about this policy, or if you would like to know what information we have collected about you, please email us at info@charlesfish.co.uk or call us on 0208 509 4844.
The website www.charlesfish.co.uk is operated by Fish Brothers Group Ltd, registered in the United Kingdom. The registered office is at 114 High Street, Walthamstow, E17 7JY
Fish Brothers Group Ltd
114 High Street, Walthamstow, E17 7JY (Address and place of registration)
Company Registration Number: 81027
VAT number: 248106471
The website www.charlesfish.co.uk is operated by Fish Brothers Group Ltd, registered in the United Kingdom. The registered office is at 114 High Street, Walthamstow, E17 7JY
Company Registration Number: 81027
VAT number: 248106471
