Last updated: 12 August 2026

Our Customer (“Our Customer”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, purchase our products or services, or provide information to us for the purpose of producing a customer experience report.

1. Who we are

Our Customer provides customer experience analysis, reporting and consultancy services.

For the purposes of UK data protection law, Our Customer is responsible for the personal information we collect and use in connection with our website and services.

If you have any questions about this Privacy Policy or how we use your personal information, you can contact us using the contact details provided on our website.

2. Information we collect

The information we collect depends on how you interact with Our Customer.

Information you provide to us

This may include:

• Your name

• Business or organisation name

• Job title or role

• Email address

• Telephone number, where provided

• Billing and payment information

• Information contained in enquiries or messages you send to us

• Information you provide when purchasing a product or service

• Information you provide when requesting or commissioning a customer experience report

• Other information you voluntarily provide to us

Information relating to customer experience reports

If you purchase or commission a report, you may provide information about your business, customers, customer feedback, reviews or other customer experience information for us to analyse.

This may include customer reviews in their original or substantially original wording, together with information such as review scores and review dates.

Where possible, you should avoid providing unnecessary personal information about identifiable individuals.

Where you provide personal information relating to other individuals, you are responsible for ensuring that you have an appropriate lawful basis and any necessary permissions to provide that information to us.

Information collected when you use our website

When you visit our website, certain information may be collected automatically, including information about:

• Your device

• Your browser

• Your IP address

• Approximate location information

• Pages you visit

• How you interact with our website

• Technical information about your visit

Some of this information may be collected through cookies or similar technologies.

3. How we use your information

We may use personal information to:

• Provide products and services you have purchased

• Produce customer experience reports and analysis

• Respond to enquiries

• Process and administer purchases

• Process payments

• Communicate with you about your purchase or enquiry

• Maintain appropriate business and financial records

• Operate, maintain and improve our website

• Understand how visitors use our website

• Protect the security and integrity of our website and services

• Detect and prevent fraud, misuse or other unlawful activity

• Comply with legal and regulatory obligations

We will only use your personal information for purposes that are compatible with the purposes described in this Privacy Policy or where we have another lawful basis for doing so.

4. Our lawful bases for using personal information

Under UK data protection law, we need a lawful basis for processing personal information.

Depending on the circumstances, we may rely on the following lawful bases:

Contract

We may process information where it is necessary to provide a product or service you have purchased, process your order or take steps at your request before entering into a contract.

Legal obligation

We may process information where necessary to comply with a legal or regulatory obligation, including accounting, tax and record-keeping requirements.

Legitimate interests

We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and interests.

This may include operating and improving our website and services, maintaining business records, communicating with existing customers about relevant service matters, and protecting our business from fraud or misuse.

Consent

Where required, we may rely on your consent to process personal information, including certain types of cookies or other non-essential tracking technologies.

Where processing is based on consent, you may withdraw your consent at any time.

5. Contact forms

If you use a contact form on our website, we will collect the information you submit, such as your name, email address and the contents of your message.

We use this information to respond to your enquiry and, where relevant, provide information about Our Customer’s products or services.

We do not use contact form information for unrelated purposes.

6. Purchases and payments

If you purchase a product or service from Our Customer, we collect information necessary to process and fulfil your purchase.

Payments for Our Customer products and services are processed through Squarespace Payments.

Payment and transaction information is processed through Squarespace’s payment infrastructure. We do not store customers’ full payment card details ourselves.

We may retain information relating to your purchase for accounting, legal, tax and business record-keeping purposes.

7. Squarespace

Our website is hosted and operated using Squarespace.

Squarespace may process certain information about visitors and customers in connection with the operation, security and functionality of our website.

Squarespace may also use cookies and similar technologies to provide website functionality and analytics.

Further information about how Squarespace handles personal information is available in Squarespace’s own privacy documentation.

8. Website analytics

We use Squarespace Analytics to understand how visitors use our website.

Analytics information may include:

• Pages visited

• Traffic sources

• Device and browser information

• General visitor behaviour

• Website usage statistics

We use this information to understand website performance and improve the Our Customer website and user experience.

Where analytics technologies require consent under applicable law, we will seek that consent through our cookie consent mechanism.

9. Cookies

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to operate correctly. Other cookies may be used for analytics or other purposes.

Our Cookie Policy explains the cookies and similar technologies used on our website and how you can manage your preferences.

Where required, we will obtain consent before placing or using non-essential cookies.

10. Information provided for reports

Our Customer may receive information from business customers for the purpose of analysing customer experience and producing reports.

This information may include customer reviews, feedback, survey responses or other customer experience information.

We use this information to provide the service purchased and to produce the relevant analysis and recommendations.

We do not require customers to provide unnecessary personal information about individual customers.

Where a client provides personal information relating to another individual, the client is responsible for ensuring that it is entitled to provide that information to us.

11. AI-assisted analysis

Our Customer uses artificial intelligence tools to assist with the analysis of customer experience information and the preparation of reports.

We currently use Claude, provided by Anthropic, as part of this analysis process.

Information submitted for analysis may include customer reviews in their original or substantially original wording (“verbatim”), together with information such as review scores and review dates. Depending on the information supplied to us, reviews may contain personal information, such as a reviewer’s name or other information that could identify an individual.

We use AI-assisted analysis to help identify themes, sentiment, topics, patterns and other customer experience insights. AI-generated analysis may subsequently be reviewed and interpreted by Our Customer before being incorporated into a report.

Our Customer does not rely solely on AI-generated analysis when preparing reports. We apply human review and judgement to the analysis and recommendations provided to customers.

Information submitted to third-party AI services may be processed in accordance with the relevant provider’s terms, privacy policy and data-handling practices.

Where practical and appropriate, we will minimise unnecessary personal information before submitting information for AI-assisted analysis.

Customers providing information to Our Customer for analysis are responsible for ensuring that they have an appropriate lawful basis and any necessary permissions to provide that information to us, including where the information relates to identifiable individuals.

We may change or introduce additional AI or automated analysis providers as our services develop. Where this occurs, we will update this Privacy Policy where appropriate and ensure that any processing is carried out in accordance with applicable data protection requirements.

12. Who we share information with

We may share personal information with service providers where this is necessary to operate our business or provide our services.

These may include:

• Squarespace, as our website and hosting provider

• Squarespace Payments and other payment processing providers where applicable

• AI and automated analysis providers, including Anthropic

• Technology and software providers used to provide our services

• Analytics providers

• Professional advisers where necessary

• Government authorities, regulators or law enforcement where we are legally required to do so

We do not sell personal information.

Where we use third-party service providers, we take reasonable steps to ensure that personal information is handled appropriately and securely.

13. International transfers

Some service providers we use may process information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is made in accordance with applicable UK data protection law.

14. Storage and security of information

Our Customer stores customer information, review data and completed reports using secure business systems and devices.

At present, information may be stored locally on a password-protected business computer used to operate the Our Customer service.

We take reasonable technical and organisational measures to protect information against accidental loss, unauthorised access, misuse, alteration or disclosure. These measures may include device security, passwords, access controls, software updates and other appropriate security measures.

Information may also be processed by third-party service providers where necessary to provide our services, including our website, payment and AI-assisted analysis services.

15. How long we keep information

We retain personal information and customer experience data only for as long as reasonably necessary for the purposes for which it was collected.

Where customer review data or other information has been provided to us for the purpose of producing a report, we may retain that information for up to six months following completion of the relevant report.

This allows us to:

• Provide follow-up or updated reports where a customer has purchased an ongoing monitoring service

• Compare customer experience information over time

• Produce subsequent reports using information already provided to us where this forms part of the service agreed with the customer

• Respond to reasonable queries relating to a completed report

• Maintain appropriate business records

Where a customer has an ongoing monitoring or reporting arrangement with us, information may be retained for the duration of that arrangement and, where appropriate, for up to six months following the relevant reporting period.

At the end of the applicable retention period, information will be securely deleted or anonymised, unless we have a legitimate reason or legal obligation to retain it for longer.

Customers may request deletion of information before the end of the applicable retention period, subject to any legal or contractual requirements that require us to retain it.

16. Your rights

Under UK data protection law, you may have rights including:

• The right to be informed about how your personal information is used

• The right to request access to your personal information

• The right to request correction of inaccurate information

• The right to request deletion of your personal information in certain circumstances

• The right to request restriction of processing in certain circumstances

• The right to object to certain processing

• The right to data portability in certain circumstances

• The right to withdraw consent where we rely on consent to process your information

Some of these rights are subject to exceptions or conditions under UK data protection law.

If you wish to exercise one of these rights, please contact us using the contact details provided on our website.

17. Complaints

If you have concerns about how we have handled your personal information, we encourage you to contact us first so that we can try to resolve the issue.

You also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office (ICO).

18. Marketing communications

We do not currently operate an email marketing or newsletter service.

If we introduce email marketing in the future, we will provide appropriate information about how your information will be used and obtain consent where required.

You will be able to unsubscribe from marketing communications at any time.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, website, technology, legal requirements or how we process personal information.

The latest version will be published on this page, with the date shown at the top.

We will update the policy before introducing significant new uses of personal information where appropriate.

20. Contact us

If you have any questions about this Privacy Policy, your personal information or how to exercise your data protection rights, please contact Our Customer using the contact details provided on our website.

Last updated: 12 August 2026