Privacy Policy

Millbrook Garden Company Privacy Policy 

In compliance with UK and European data protection regulations, this privacy policy explains what personal information The Millbrook Garden Company Ltd will collect from you when you visit our website or are a recipient of our services.

The Millbrook Garden Company Ltd is committed to ensuring that your data and privacy is protected. Should we ask you to provide certain information by which you can be identified when interacting with us, you can be assured that it will only be used in accordance with this privacy statement.

The Millbrook Garden Company Ltd may change this policy from time to time by updating this page. You should check this page periodically to ensure that you are happy with any changes. This policy is effective from 5th April 2018.

Personal Data Collected
Millbrook may collect personal information which we receive when:
– you use our website
– you use our services
– you join our loyalty programme
– you contact us or
– you are a recipient of our services.

We may collect the following types of information:
– your name, address, email address, telephone number(s) and other contact details
– information required to provide you with a service (eg. national insurance number, bank details, tax information etc), and details of our services that you have used
– your company’s name, your position in the company; the company’s address, company’s email address and telephone number
– your payment information such as credit or debit card details and bank account details
– information about your online purchases (for example, what you have bought, when and where you bought it and how you paid for it)

Additionally, we collect data specific for some of the services we provide, please scroll down for more details on the following specific services:

– The Millbrook family (our Loyalty card programme)
– Applying for a Job
– Booking and Attending Events
– Competitions, Promotions and Surveys

Why do we collect this information? 
We collect your personal information to:
– provide you with services that you may request from us
– for our legitimate interests in making you aware of areas that may be of interest to you or the let you know about other product and services offered by Millbrook
– to meet our legal and regulatory obligations

How do we collect this information? 
We collect personal information:
– directly from customers: e.g. when a customer signs up to receive our services or registers on our website or make purchases
– directly from our staff e.g. when someone applies for a job with Millbrook
– from publicly available sources: e.g. social media, internet services

We are committed to keeping your information up to date as far as is reasonably possible. However, if you believe that we have made an error, then please contact us as we have outlined below and we will use reasonable endeavours to correct.

Keeping your information safe and secure
We are committed to ensuring that your personal information is secure and protecting it from being inappropriately or accidentally accessed, used, shared or destroyed, and against it being lost. We are looking to be certified to the UK Cyber Essentials scheme.

In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure  the information we collect online.

Sharing your data with third parties
Access to your personal information is only allowed when required by law, or is required as part our fulfilling our service obligations. We do not, and will never, sell or share your personal information with other third parties.

For the details of the use of third parties we use in the following areas please scroll down to the specific section

– The Millbrook family (our Loyalty card programme)
– Booking and Attending Events
– Competitions, Promotions and Surveys

How long do we keep personal information?
We will only retain customers’ personal information for as long as it needs it to carry out a particular purpose or meet a particular obligation.

For details of how long we keep personal information please scroll down to the specific section:

– The Millbrook family (our Loyalty card programme)
– Booking and Attending Events
– Competitions, Promotions and Surveys

Marketing & Market Research
We will send to you regularly by email or in store details of special promotions or events that we feel may be of interest to you.

If you have consented to join The Millbrook Family we will send you special promotional information or gifts or vouchers. You have a right at any time
to stop us from contacting you for marketing purposes and can opt out by writing to us at

How We use Cookies
Cookies are small files of letters or numbers downloaded onto a device when users access websites. They are widely used in order to make websites work, or work more efficiently, as well as to provide service information to the owners of the site.

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.

Links to other websites
Our website may contain links to other websites of interest. 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.

Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
– whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
– if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to, or emailing us at
– we will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so

You may request details of personal information which we hold about you under UK and European data protection regulations. If you would like a copy of the information held on you please write to: Millbrook Garden Company, Tubwell Lane, Crowborough, East Sussex TN6 3RJ or by email to

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

Joining the Millbrook family
This is our loyalty card membership programme where we make  offers available to our customers and offer additional personal benefits, rewards and surprises if you are a loyal visitor and regular purchaser at one of our stores.

What information we require – in order to join, you will complete a registration form requesting personal detail including, name, address, email address, phone number, month of birth, gender, interests and shopping preferences.

How we will collect information – to join the Millbrook family we will ask you for information at our till-points or previously we may have asked you to complete either a paper form, or an electronic form.

Once you have joined the Millbrook family, you may choose to amend your personal details or preferences using an online form

We no longer collect paper applications, but when those were accepted they were held securely in our centres until the data was entered into our CRM system where it is stored. Once the data had been uploaded the paper record was securely destroyed.

How we will use information – we may use the information listed above in the following ways:
– to send promotional emails or postal mailings about new products, special offers or other information which we think you may find interesting
– to track purchases and redemptions of any promotional vouchers
– to profile our customers based on what purchases they make, in which stores and how much is spent with us
– occasionally we may share the data with external analytic experts to look at trends which is done using anonymised techniques so no personal information is shared.

Who will have access to the data – data will only be accessible by selected Millbrook employees and trusted data processors and only with people who actually need to see or use the data. We do not, and will never, sell or share your personal information with other third parties.

How long will we keep information – paper applications will be securely destroyed within 2 weeks of completion (after the data has been entered into our CRM system).

Data on The Millbrook family members will be held:
– indefinitely whilst you continue to use or benefit from our services
– should you stop using our services we will contact and remind you after 30 months that we still hold your data. If there remains no interaction your file and data will be deleted after 3 years
– OR until you request us to remove form our records or membership

You are welcome to request your membership or records to amended or deleted at any time by emailing us at, or calling us on 01892 663822.

Applying for a Job
As for our customers, The Millbrook Garden Company Ltd is as committed to ensuring that the data and privacy of anyone that makes an application to joining us is protected.

As part of our recruitment process we collect, process and store personal information about you from your application form and any accompanying covering letter and CV. This is collected for the Performance of contract or to meet necessary legal obligations.

In this privacy notice we use the term “processing” to cover all activities involving your personal information, collecting, handling, storing, sharing, accessing, using and disposing of the information you provide.

By submitting your personal information to us you are consenting to Millbrook processing it in accordance with this policy.

What information we require – when you complete an application for an advertised position or on a speculative basis, you will be asked to provide certain information:
– name, address, email address and telephone number
– employment history, salary levels, education and professional qualifications
– the type of employment you are seeking and salary expectations
– whether you have any criminal convictions other than those defined as “spent” under the Rehabilitation of Offenders Act 1974
– your right to live and work in the UK

The provision of your Job Application data is voluntary, however, if you choose not to provide all of the information requested our ability to consider you as a  candidate may be limited.

How we will collect information – when you apply to Millbrook for a job you will be required to complete an application form, you may also choose to provide additional information on an accompanying letter of your CV.

How we will use information – the data you provide will be used to assess and progress your application for employment with us, assessing your suitability for the role, to communicate with you, and if you are successful, activities to complete your successful induction into your role with Millbrook.

Who will have access to the data – during the recruitment process, or for employee records, only selected employees of Millbrook will have access to your data.

These are members of the management team to whom you would report or who would have responsibility for you, selected team members who have been trained in our recruitment process who will attend interviews in a note taking capacity and HR Professionals.

The information shared will be limited to what is required by each individual to successfully carry out their part in the recruitment process.

How long will we keep information – if you are successful in your application the data you provide on your Job Application will be retained on your HR file, in line with our Data Retention Policy, details of which will be made available to you when you become an employee.

Should you be unsuccessful in your application, we will retain your information for six months in order to advise you of further career opportunities we may have, your information will be stored securely and subsequently destroyed in a safe manner.

We will always remind you of this when we write to let you know you have been unsuccessful in your application and give you the right to ask for your data to  be destroyed.

Unsuccessful applicants are welcome to ask us to remove their data at any time by emailing us at, or calling us on 01892 663822.

What information we require – we require personal information necessary to process, confirm and complete your event booking. This may include your name, address, email address, phone number and your payment card details. If we are holding a specific event (i.e. Santa’s Grotto), we may ask for the name and ages of the children attending.

How we will collect information – we will collect your details via our secure online shop.

How we will use information – your information is used to confirm your attendance at the event you booked.

Who will have access to the data – only Millbrook employees involved in the event will have access customer information. For the purposes of ordering and tracking event attendance we may make use of third parties. Details will be notified on the event application form.

How long will we keep information – if you purchase event tickets from us we will require personal details including your name, email address and card payment details. If you purchase Grotto tickets we will also ask the name, gender, and age of your children. Your information will be used solely for the purpose of fulfilling your order.

Correspondence relating to ticket purchases will be kept for a maximum of 6 months and then deleted.

Competitions, Promotions and Surveys
What information we require – if you enter any competitions or promotions we run, or complete a survey either online or on paper, you may be asked to provide personal information which could include name, address, email address and phone number.

How we will collect information – When you complete a ‘How Was It for You’ feedback form you will be asked for your name, address, email address and phone number. If you complete an online survey you will be asked for your email address.

How we will use information – This information may be used to contact you following your comments, or in some instances (where stated) to enter you into a prize draw.

Who will have access to the data – when you complete a feedback form, this will be reviewed by a member of our management team, who may contact you to follow up on your feedback. A member of our Brand team then collates feedback only, to identify areas where we need to improve and those where we are performing well.

We may use third parties to support us in monitoring your feedback. These are carefully selected to ensure they comply with our data privacy standards.

How long will we keep information – we collate feedback from How Was It for You throughout the month, all cards are destroyed at the beginning of the following month, once a prize winner has been selected.

If you have any specific query regarding our Privacy Policy, please email