1. Your data protection rights

Depending on the circumstances, UK data-protection law may give you the right to:

• ask what personal information we hold about you;

• request a copy of your personal information;

• ask us to correct inaccurate or incomplete information;

• request deletion of your information in certain circumstances;

• ask us to restrict how your information is used in certain circumstances;

• object to certain uses of your personal information;

• object to direct marketing at any time;

• withdraw consent where we rely on your consent;

• request portability of certain information where the right applies.

These rights do not apply in exactly the same way in every situation, and there may be circumstances where we are legally entitled or required to retain or continue processing certain information.

We will explain this to you if it applies to your request.

The ICO confirms that organisations generally have one calendar month to respond to individual rights requests, subject to limited circumstances where an extension may be permitted. 

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2. Making a data protection request

To exercise one of your data-protection rights, please contact:

hello@romacafe.uk

Please use the subject line:

Data Protection Request

It helps if you include:

• your name;

• the email address associated with your Roma Cafe account or order;

• your order number, where relevant; and

• a clear explanation of what you would like us to do.

We may ask for additional information where reasonably necessary to confirm your identity or locate the information concerned.

We will only request information that is reasonably necessary for this purpose.

There is normally no charge for exercising your data-protection rights.

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3. Making a data protection complaint

If you are concerned about how Roma Cafe has collected, used, stored, shared, secured or otherwise handled your personal information, we want the opportunity to investigate it properly.

You can raise a data-protection complaint by emailing:

hello@romacafe.uk

Please use the subject line:

Data Protection Complaint

Where possible, include:

• your name;

• your contact details;

• a description of your concern;

• relevant dates;

• any order or reference number that may help us investigate; and

• copies or screenshots of relevant correspondence where appropriate.

You do not need to use legal terminology or identify a particular law. If it is reasonably clear that you are raising a concern about how we have handled personal information, we will treat it as a data-protection complaint where appropriate.

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4. What happens when you complain?

When Roma Cafe receives a data-protection complaint, we will:

• acknowledge your complaint within 30 days;

• review the information you provide;

• investigate the circumstances appropriately;

• consider any relevant records or systems;

• request further information from you where reasonably necessary;

• keep you informed about the progress of the complaint where appropriate; and

• communicate the outcome of our investigation without unjustifiable or excessive delay.

The ICO's current guidance requires organisations to have this kind of complaints process in place. 

Where possible, we will aim to resolve straightforward concerns considerably sooner.

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5. Our response

Once we have completed our investigation, we will explain the outcome to you.

Depending on the circumstances, this may include:

• confirming that no issue was identified;

• correcting inaccurate information;

• deleting information where appropriate;

• restricting or changing how information is used;

• updating marketing preferences;

• improving one of our processes;

• explaining why certain information must continue to be retained;

• taking appropriate action following a security or privacy issue; or

• providing another appropriate resolution.

Where we are unable to agree with your complaint or request, we will explain our position and, where appropriate, the reason for our decision.

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6. Complaints involving a data-protection rights request

Sometimes a complaint may also contain a request to exercise one of your data-protection rights.

For example, you might complain that information about you is inaccurate and ask us to correct it.

Where this happens, we will identify and deal with both elements appropriately.

The relevant legal time limits applying to your rights request will continue to apply.

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7. Marketing complaints

You can ask us to stop sending direct marketing to you at any time.

You can:

• use the unsubscribe link contained in our marketing emails; or

• email hello@romacafe.uk.

Where you opt out of marketing, we may keep limited information on a suppression list so that we can remember and respect your preference.

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8. Complaining to the ICO

If you are unhappy with how we have handled your personal information or our response to your complaint, you have the right to raise the matter with the Information Commissioner's Office (ICO).

The ICO is the UK's independent data-protection regulator.

The ICO generally recommends giving the organisation concerned an opportunity to resolve the complaint first. If you remain dissatisfied after receiving our response, you can then ask the ICO to consider the matter. 

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You can find further information through:

Information Commissioner's Office
Website: ico.org.uk
Telephone: 0303 123 1113

Raising a concern directly with Roma Cafe does not prevent you from exercising any rights available to you under applicable law.

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9. Other complaints

This process is specifically for concerns relating to personal information and data protection.

For issues involving:

• an order;

• delivery;

• damaged products;

• refunds;

• returns; or

• replacements,

please refer to our Returns, Refunds & Replacements Policy or contact hello@romacafe.uk.

 

10. Contact Roma Cafe

For a data-protection request:

Subject: Data Protection Request

For a data-protection complaint:

Subject: Data Protection Complaint

Email: hello@romacafe.uk

Roma Cafe Group Ltd
Registered in England and Wales
Company number: 17318898

Registered office:
66 Paul Street
London
England
EC2A 4NA

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Your information matters. If something does not look right, tell us and we will look into it properly.

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Roma Cafe

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