Privacy Policy

Environmental Resource Group Ltd respects your right with regards to data privacy and data
protection when you communicate (online or offline) with us through our offices, websites, offline
programs and events. We have therefore developed this Privacy Notice to inform you how each
Environmental Resource Group Ltd related entity in the UK & Ireland (unless stated otherwise –
“Environmental Resource Group Ltd”, “we,” or “our”) collects, stores, uses, shares, processes and
protects the personal information about our customers (“you”). It also tells you how you can access
and update your personal information and make certain choices about how your personal
information is used.

By using our websites, or by otherwise giving us your personal information you are accepting the
practices described in this Privacy Notice. If you do not agree to this Privacy Notice, please do not
use our websites or give us any of your personal information. We reserve the right to make changes
to this Privacy Notice at any time. Any changes will be posted in this Privacy Notice and material
changes will be prominently notified on the respective website this Privacy Notice applies to or will
be otherwise communicated to you prior to the change becoming effective. We encourage you to
regularly review this Privacy Notice to make sure you are aware of any changes and how your
information may be used.

Please be informed that the Environmental Resource Group Ltd related entity in the UK or Ireland
which operates the website you are visiting or service you are receiving (as the case may be) is the
Data Controller of any personal information you submit to Environmental Resource Group Ltd. If you
have any queries over who is your Data Controller please contact us.

If you have any requests concerning your personal information or any queries with regard to this
Privacy Notice, please contact us.

Please see below for a more detailed description of our privacy practices.

1. What does this Privacy Notice apply to?
This Privacy Notice applies to personal information that we collect from or about our customers
through the methods described in this section. Please note we may combine personal
information that we collect via one method (e.g. a website) with personal information that we
collect via another methods (e.g. an offline event).
We do this to get a more complete view of our customers, which, in turn, allows us to serve you
better and with no customisation.

1.2 Environmental Resource Group Ltd websites
This refers to any consumer-directed websites operated by Environmental Resource Group Ltd,
including websites that we operate under our own domains/URLs and websites that we run third
party social networks such as Facebook (e.g. Facebook fan page)

1.3 Call centres
This refers to personal information that we may collect from customers through our call centres, for
example if you call us with a question or comment or communications over the phone.

1.4 Data from other sources
This refers to personal information we may obtain about you from other sources. We may receive
information about customers when we acquire other companies or businesses.

2. What information do we collect?
Depending on how you interact with us (online, offline, over the phone etc.), we may collect from
you, various types of information (personal and aggregate), as described in this section.
Personal information (as used in this Privacy Notice) refers to such types of information that can be
used to personally identify you, whereas aggregate information does not allow for such
identification on its own.
In some instances (and unless we say otherwise below), we may combine/link one type of
information with another type of information (e.g. personal contact information with account login
and/or demographic information) and store them together in our records. In cases, where personal
and aggregate information are combined, such information will always be considered as personal
information. We strive to limit the amount of personal information we collect and store to that
which is reasonably necessary to provide you the relevant services. We generally store your personal
information for as long as your account is active with us or as needed to provide you the relevant
services. We may store your personal information for a longer period of time to comply with legal or
regulatory obligations, resolve disputes, enforce our agreements, or for records management
purposes.

2.1 Personal contact information
This includes any information that would allow us to personally contact you, such as your name,
home or mailing address, phone number (home, mobile phone, etc.), or email address. In some
cases, this could include personal information that you give us about someone else (for example, if
you provide a friend’s email address for a tell-a-friend program). We typically collect personal
contact information in connection with a variety of activities, including newsletter sign-up, website
community features, customer service enquiries, and consumer surveys. If you create an account
with us, your personal contact information may be stored under your account profile.

2.2 Technical computer information
This includes any information about the computer system or other technological device that you
may be using to access one of our websites. We typically collect this information through automated
technologies such as cookies and web beacons. Examples of technical computer information may
include your computer’s IP address, operating system type, and web browser type. If you access an
Environmental Resource Group Ltd website via a mobile device such as a smartphone, the collected
information may also include your phone’s unique device ID, and other similar mobile device data.
See further our Cookie Policy.

2.3 Website usage information
This includes information about how you use and navigate our websites, including which links you
click on, which pages or content you view and for how long, and other similar information and
statistics about your interactions with the Environmental Resource Group Ltd website (e.g. date and
time of visit, which site you came from, site activities, etc.) This information is captured using
automated tracking technologies such as browser cookies, flash cookies, and web beacons, and may
also be collected through the use of third party tracking services (such as Google Analytics) that
collect data in aggregate (such as number of visits to a particular page, or the amount of time spent
on a website). Please see further or Cookie Policy.

2.4 Customer feedback
This includes information that you voluntarily share with us about your experience in using our
products and services, including our websites. Examples may include unsolicited comments and
suggestions, testimonials, or other questions or feedback related to our products. We typically
collect this by email correspondence.

2.5 Customer-generated content
This refers to any content you create and then share with us (and perhaps others) by uploading it to
one of our websites, including one of our Facebook sites. Examples may include photos, videos,
personal stories, or other similar media content. We may collect and publish customer-generated
content in connection with a variety of activities, including, customer engagement and third party social networking.

2.6 Social network information
This refers to any information that is part of your profile on a third party social network (such as but not limited to Facebook) and that you allow the third party social network to share with us.
Examples include your basic account information (e.g. name, email address, gender, birthday,
current city, profile picture, user ID, list of friends etc) and any other additional information or
activities that you permit the third party social network to share with third party application
developers. For example, we may receive your social network profile information (or parts of it)
every time you download or interact with an Environmental Resource Group Ltd web application on
a social network such as Facebook or Twitter or every time you use a social networking feature that
is integrated within an Environmental Resource Group Ltd website (such as Facebook Connect). To
learn more about how your information from a third party social network may be obtained by us (or
other third-party application developers), please visit the website of the relevant social network. You further acknowledge using your personal information to match information with a social network for
advertising purposes.

2.7 Payment information
This includes any information that you use to make a purchase, such as credit card details
(cardholder name, card number, expiration date, etc.) or other forms of payment. This also includes
the billing name and address associated with your form of payment. To review or edit information,
contact us.

2.8 Other information (depending on context)
This refers to any other information that we might need to collect for a specific Environmental
Resource Group Ltd form, feature, or other service that you use or request. What this information
includes will vary depending on the method of collection and the specific purpose(s) for which the
information is being collected. Please see section 3 “For what purpose do we use your information?”
for more specific examples.

3. For what purpose do we use your personal information?
The following paragraphs describe the various purposes and features for which we might collect and
use your personal information, and the different types of information that might be collected from
you through the different methods described in section 1 above. Please note that not all the uses
below will be relevant to every customer.

3.1 Account maintenance
We may use your personal information to maintain your accounts with us. This typically involves the
use of personal information that was originally collected to set up your account (e.g. personal
contact information, demographic information, etc.).

3.2 Customer service
We may collect and use your personal information to provide you customer service, including
responses to your enquiries. This typically requires the collection and use of certain personal contact
information (such as your name or email address) and information regarding the reason for your
enquiry (e.g. order status, technical issues, product question/complaint, general question, etc.).
Customer service may be provided through various forms of communication, including email
correspondence and call centre support.

3.3 Customer agreement
We may collect and use your personal information to encourage you to be more actively engaged
with our products and services (including our websites), thereby increasing overall brand
engagement and awareness. This mostly involves the collection, use, and publication of customergenerated
content.

3.4 Marketing communications
We may collect and use your personal information to send you marketing communications, such as
email communications, and postal mailing. On occasion, these communications may also introduce
you to other Environmental Resource Group Ltd brands. Sending you marketing communications
mostly requires the collection and use of certain personal contact information and demographic
information.

You can always opt-out from receiving marketing-related email communications by following the
unsubscribe instructions provided in each communication. You may also visit social media sites
where you are a member to explore opt out options they may provide for Targeted Advertising.
Please note that even if you opt out from receiving marketing communications from us, you may still
receive administrative communications from us, such as order confirmations, notifications about
your account activities, and other important announcements.

3.5 Third party social networking
We may collect and use your personal information when you interact with third party social
networking features such as “Facebook Connect” or “Facebook Like”. These features may be
integrated in our sites or applications for the purposes of allowing you to share content with friends,
or other stated purposes. If you use these features, we may have the ability to obtain certain
information about you from your social networking profile (see “Social network information” under
section 2 of this Privacy Notice). You can learn more about how these features work, and the profile
data we may obtain about you, by visiting the website of the relevant third party social network.

3.6 Order fulfilment
We may collect and use your personal information to process and ship your orders, and to inform
you about the status of your orders. This could involve the collection and use of certain personal
contact information, and/or other information related to your purchase. Where orders are being
fulfilled by a third party, we will share your personal information with them for the purposes of
fulfilment of the order. You may, as a result, also receive communications from that third party
(whether by email, SMS or other methods of communication) regarding the fulfilment of the order.

3.7 Other general purposes (e.g. website security, internal research)
We may collect and use your personal information for other general business purpose, such as to
maintain the day-to-day operation and security of our websites and to conduct internal marketing
and demographic studies. These activities mostly require the collection and use of certain
demographic information, technical computer information, website usage information, and
customer feedback.

4. How do we protect your personal information?
We take all necessary technical and organisational measures to protect the confidentiality and
security of your personal information collected through the various methods described in this
Privacy Notice. These efforts include, but are not necessarily limited to: (i) storing your personal
information in secure operating environments that are not available to the public and that are only
accessible to authorised Environmental Resource Group Ltd employees, and our service providers,
agents and those with whom we have contracts; (ii) using industry-standard SSL encryption (or
similar) to protect the security of certain sensitive personal information (such as credit card
information) during transmission, and, (iii) verifying the identities of registered users before they can access the personal information we maintain about them.

5. What happens if you refuse to provide your personal information?
If you choose not to submit any personal information when requested, you may not be able to
participate in certain activities and may limit the services we can provide you. For example, if you do not wish to share with us your email address, you will not be able to receive any of our electronic
newsletters. However, to simply browse our websites and learn more about our products/services,
you do not need to give us any personal information.

6. Who do we disclose your personal information to and why?
Environmental Resource Group Ltd will never share your personal information with any third party
that intends to use it for direct marketing purposes unless we have specifically informed you and you
have given us specific permission to do this.
We may share your personal information with our subsidiary companies, companies which
Environmental Resource Group Ltd has control through either direct or indirect ownership
(collectively “Environmental Resource Group Ltd”). Environmental Resource Group Ltd may also
share your personal information with third parties (some of whom are outside the EEA), but only in
the following circumstances.

6.1 Service Providers, Agents and Contractors
We may use third parties, like service providers, agents or contractors to provide support for the
internal operations of our websites. Some of these third parties may be located outside the country
where you accessed this website. These third parties and its employees may come into contact with
your personal information in the course of providing their services to us. Any such third party must
at all times provide equivalent levels of security for your personal information as Environmental
Resource Group Ltd and, where required, are bound by a legal agreement to keep your personal
information private, secure and to process it only on the specific instructions of Environmental
Resource Group Ltd.

6.2 Legal and Business Transfers
We may also disclose your personal information if we are required to do so by law, or if in our good
faith judgment, such action is reasonably necessary to comply with legal processes, to respond to
any claims, or to protect the safety or rights of Environmental Resource Group Ltd, its customers, or
the public. In the event of a merger or acquisition of all or part of Environmental Resource Group Ltd
by another company, or in the event that Environmental Resource Group Ltd were to sell or dispose
of all or party of the Environmental Resource Group Ltd business, the acquirer would have access to
the information maintained by that Environmental Resource Group Ltd business, which could
include personal information. Similarly, personal information may be transferred as part of a
corporate reorganization, insolvency proceedings, or other similar event, if permitted by and done in
accordance with applicable law.

7. How can you access, modify, or make other choices regarding the use of your personal
information?

The following outlines the choices you have with respect to the collection and use of your personal
information by us.

7.1 You can opt out
You always have the option not to share any of your personal information with us. However, if you
choose this option, you will be limited in the services we can provide you, as mentioned in section 5
above.

7.2 How to opt out
If you do not want to receive newsletters, announcements, or other communications and/or service
from Environmental Resource Group Ltd website, please do not opt-in for those communications or
services at the time of registration. If you have opted-in and, at a later time, wish to opt-out, please
visit the appropriate opt-out section(s) on our website and amend your preferences or contact us.

7.3 What if I receive an e-mail, message or another contact I am not expecting?
Along with every email marketing communication sent to you, we provide you the opportunity to
discontinue receiving future marketing communications (i.e. unsubscribe). Simply follow the
unsubscribe process or directions provided in the email.

8. Tracking Technology – How and why do we use it?
Environmental Resource Group Ltd does make use of tracking technologies (for example “cookies”,
“IP Addresses”, “Log Files”, “Web Beacons”, “Tagging”) to gather certain information such as
browser type and operation system, referring page, path through site, domain of ISP etc. for the
purpose of improving the use and functionality of our websites and other purposes described below.
Tracking technologies help us tailor our websites to your personal needs.

8.1 Cookies
We use Cookies to improve the use and functionality of our websites and to better understand how
visitors use our websites and the tools and services offered on it and to communicate elsewhere on
the web. The storage of Cookies on your computer provides an easy and convenient way for us to
personalize or enhance your experience on our websites and to make your next visit more
enjoyable.
If you would like to learn more about Environmental Resource Group Ltd policy on Cookies and your
rights, please visit the Environmental Resource Group Ltd Cookies Policy.

8.2 IP Addresses
We may keep track of Internet Protocol (IP) addresses to (among other things): (i) troubleshoot
technical concerns, (ii) maintain website safety and security, (iii) restrict access to our websites to
certain users, and, (iv) better understand how our websites are utilized. An IP address is a number
that is used by computers on the network to identify your computer every time you log on to the
internet.

8.3 Log Files
We (or a third party on our behalf) may collect information in the form of log files that record
website activity and gather statistics about web users’ browsing habits. These entries are generated
anonymously and help us gather (among other things) (i) a user’s browser type and operating
system, (ii) information about a user’s session (such as the URL they came from, the date and time
they visited our website, and which pages they’ve viewed on our website and for how long), and, (iii)
other similar navigational or click-stream data. We also use information captured in log file for our
internet marketing and demographic studies, so we can constantly improve and customize the
online services we provide you. Log files are used internally only and are not associated with any
particular user.

8.4 Web Beacons
We may use web beacons (or clear GIFs) on our websites or include them in the e-mail messages we
send you. Web beacons (also known as “web bugs”) are small strings of code that provide a method
of delivering a graphic image on a web page or in an email message for the purpose of transferring
data back to us. The information collected via web beacons may include some of the information
described in the IP address section directly above, as well as information about how a user responds
to an email campaign (e.g. the time the email is opened, where does the user link to from the email,
etc). We use web beacon information for a variety of purposes, including but not limited to, site
traffic reporting, unique visitor counts, advertising and email auditing and reporting, and
personalisation.

9. E Marketing – What is spamming and what is our position on spam e-mails?
Spamming is where unsolicited e-mails are sent to you containing advertisements or marketing
related materials without your consent.
We do NOT send spam e-mails. We use an anti-spam tool to protect our employees from spamming.
Sending e-mails without consent is illegal in many countries. We will not use your personal
information (including your e-mail address) for direct marketing unless you give us your EXPRESS
permission. This is called “OPT-IN” consent.
Also, we do not share your personal information with any third party who will use your information
for spam mails.
Environmental Resource Group Ltd websites give you the opportunity to receive marketing
information by e-mail. Every e-mail sent by Environmental Resource Group Ltd will give you the
opportunity at any time to stop receiving marketing e-mails.
If for some reason you believe you have received spam e-mail from an Environmental Resource
Group Ltd company, please contact us immediately.

10. How long do we keep your personal information?
We may store the personal information that you have provided us through the various methods
described in this Privacy Notice in our database such as our Customer Relationship Marketing
database. We will only keep your personal information for as long as it is reasonably necessary
taking into consideration our need to answer queries or resolve problems, provide improved and
new services and comply with legal requirements under applicable law(s). This means that we may
retain your personal information for a reasonable period after you stop using the Environmental
Resource Group Ltd services or stop using this website. After this period, your personal information
will be deleted from all systems in the Environmental Resource Group Ltd.
We remind you that you have the right to have your personal information deleted at any time.
Please see Section 7 above.

11. Do we collect personal information from children?
We believe that it is highly important to protect the privacy of children on-line and encourage
parents or guardians to spend time on-line with their children to participate in and monitor their
activities.
We do not intentionally collect personal information from children under the age of 16.

12. Do we link to other third-party sites?
Our websites and applications may provide links to, or features from, other third-party sites (such as
independent e-commerce sites and third party social networks). If you link to or use such third-party
sites or features, you do so at your own risk. We do not control and are not responsible for the
content or practices of any third-party site, application, or feature.

13. How can you contact us?
If you have any questions, complaints, or comments regarding this Privacy Notice or our information
collection practices, please contact us:
You can call our Environmental Resource Group Head Office on 0844 692 0000
You can write to us at:
Environmental Resource Group Ltd
Coppice Side Industrial Park
Brownhills
Walsall
WS8 7EU

14. Can Environmental Resource Group Ltd change the terms of this Privacy Notice?
Environmental Resource Group Ltd will occasionally make changes and corrections to this Privacy
Notice. Please check this Privacy Notice regularly to see changes and how these affect you.

What our clients really think of us


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  • “The service provided is super. There is always a happy, helpful and polite person taking the call. I cannot fault the service provided. Thank you again.”

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