This privacy policy sets out how ANCALA WATER SERVICES (DEFENCE) LIMITED uses and protects any personal information that you give us when you use this website or contact us for support.

At ANCALA WATER SERVICES (DEFENCE) LIMITED, we are committed to ensuring that your privacy is protected. The UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018 provides the principles of data protection as well as the rights of a data subject. Our approach to data protection is consistent with, and guided by, the principles of this legislation. Any personal data you provide to us will be used in accordance with this privacy statement.

We might update this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

1. Data Protection Principles

When collecting and processing your personal data we will comply with the following data protection principles:

Lawful Processing and Transparency: We will process personal data lawfully, fairly and in a transparent manner.

Purpose Limitation: We will collect personal data only for specified, explicit and legitimate purposes.

Data Minimisation: We will only process personal data where it is adequate, relevant, and limited to what is necessary for the purposes of processing.

Accuracy: We will keep accurate personal data and take all reasonable steps to ensure that inaccurate personal data is rectified or deleted without delay.

Storage Limitation: We will not keep personal data for any longer than is necessary.

Security: We will adopt appropriate measures to make sure that personal data is secure, and protected against unauthorised or unlawful processing, and accidental loss, destruction, or damage.

Accountability: We will maintain adequate records of our data processing activities to demonstrate compliance with legal requirements.

2. Lawful Processing and Transparency:

The Data Protection legislation seeks to ensure that personal data is processed lawfully, fairly, and transparently, without adversely affecting the rights of the data subject. The purposes for which we process personal data are:

• Performance of our contracted services.
• To meet our legal compliance obligations.
• Where it is necessary for our legitimate interests and your interests and fundamental rights and freedoms do not override those interests.

If the personal data in question is special category personal data (also known as ‘sensitive personal data’), at least one of the following conditions must be met in addition to one of the conditions set out above:

• The data subject has given their explicit consent to the processing of such data. (unless the law prohibits them from doing so)

• The processing is necessary for the purpose of carrying out the obligations and exercising specific rights of the data controller or of the data subject.

• The processing is necessary to protect the vital interests of the data subject or of another natural person where the data subject is physically or legally incapable of giving consent.

3. What we collect

We may collect the following information:

4. What we do with the information we gather

We require this information to understand your needs, resolve any issues and provide you with a better service, and in particular for the following reasons:

• Delivery of our contracted services to you
• Internal Record Keeping

If you have opted in to our mailing list, we may periodically send emails about new products, special offers or newsletters using the email address which you have provided. We will not send you any emails unless you have specifically opted-in to this communication. All emails of this type have an unsubscribe link if you choose to opt-out of receiving them.

We may use the information to customise the website according to your interests.

Personal data will be retained according to our Retention Policy.

5. Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and documented procedures to safeguard and secure the information we collect.

6. Third-Party Data and Consent

We use third-party services such as Google Analytics and Leading Edge.

Leading Edge Market Research is used to improve our service levels to customers. Your data will not be shared with leading edge unless you have consented to us doing so. Consent will be requested either verbally or electronically and records maintained to that effect. Silence or pre-ticked boxes are not valid forms of consent.

Google Analytics is used to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.

You can find more information on how cookies are used on this website in the Cookies Policy below.

7. Cookies Policy

7.1 How we use cookies

A cookie is a small file which asks permission to be placed on your device’s internal storage. Once you agree, the file is added, and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

7.2 How long are cookies stored for?

Persistent cookies – these cookies remain on a user’s device for the period of time specified in the cookie. They are activated each time that the user visits the website that created that particular cookie.

Session cookies – these cookies allow us to link the actions of a user during a session. A session starts when a user opens the browser window and finishes when they close the browser window. Session cookies are created temporarily and once you close the browser, all session cookies are deleted.

More detailed information about cookies can be found at AboutCookies.org and AllAboutCookies.org.

7.3 Links to other websites

Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

7.4 Data Protection Rights

This policy acknowledges the rights of a data subject in accordance with all applicable UK Data Protection Laws, and we will comply appropriately with any legitimate request by a data subject relating to those rights. The rights granted by the UK GDPR are as follows:

7.5 Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• If you have previously agreed to us using your personal information for marketing purposes, you may change your mind at any time by writing to us at the address below or emailing us at GDPR@ancalawater.com
• We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law.
• We will not send you any marketing or promotional emails unless you have specifically opted-in to this method of communication.

You may request details of personal information which we hold about you, also known as a Subject Access Request (“SAR”) We reserve the right to charge a fee for repeat or excessive requests. If you would like a copy of the information held, please write to:

FAO: Data Protection Officer, Ancala Water Services, Unit1B, Redbrook Business Park, Wilthorpe Road, Barnsley, South Yorkshire, S75 1JN

We may ask for proof of identification before the request can be processed.

If you believe that any information we are holding on you is incorrect or incomplete or if you have any questions in relation to this Data Protection Policy, please write to us at the above address or email GDPR@ancalawater.com. We will promptly correct any information found to be incorrect.

Policy last updated: 3^rd July 2025.