Privacy Policy – Mamas & Papas UK

Privacy Policy


Mamas & Papas are committed to protecting your personal information. We have published this Privacy policy to ensure that you are fully aware of what personal information we collect from you, how we use it, who we share it with and what your rights are. We have written our Privacy Policy to make it clear, simple and easy to read. We like to make things easier for our customers and that means being clear and open about how and why we use your personal information. We hope that you find it useful and informative.


Who Are We?

We are a group of companies which includes Mamas & Papas (Stores) Limited, Mamas & Papas (Digital) Limited and Mamas & Papas (Concessions) Limited (collectively called “Mamas & Papas”). Each is a Data Controller responsible for deciding how your personal information is collected, stored and used.


What Information Do We Collect and How We Use It?

The personal information we collect and use will depend on why we need it and whether you are buying or browsing, in-store, or online.  We collect most information directly from you when you order or buy from us. We need different types of information and have explained what categories we collect, why it is needed and where we get it from below. We will never collect more than is necessary in line with the data minimisation principle of GDPR.

Sometimes we are given information about you unexpectedly, such as from the police, organisations and agencies trying to prevent threats and fraud, and from the public. We will process this data only where completely necessary.

Our use of your details will depend on you and what you are doing: browsing or buying, if you are new to us or a registered customer.

Use will be different on-line and in-store but we will try to join up details of our relationship with you in store and online in our records, even if you use different devices online. We explain our lawful reasons for use of your personal information in “What is Our Legal Basis for using your Personal Information” section.

We may share your personal information within our group for internal reporting purposes, in order to facilitate business improvement and efficacy, including research, systems and/or supplier testing and the development of new products. We have specifically identified where we use your personal information (with your consent) across the group for marketing purposes below.

We use cookies on our website which collect information from you such as your browsing patterns. Please see our Cookie Policy for more information.

When purchasing products from us

What we collect Why we need it Which Controller Where we collect it from
Full name, address, delivery address (if different), telephone number, mobile number, e-mail address, details of a nominated ‘Authorised Person’. To administer your order (including dealing with queries, issues, returns, payment or repairs relating to it) and delivery of your products or make them available for collection in accordance with our Terms and Conditions.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

Mamas & Papas (Holdings) Limited

You, if you purchase products with us online, in-store or if you call us.
Full name, address, telephone number, mobile number, e-mail address. To set up and administer your account, to keep details of your orders and to make sure the check-out process is more convenient for you.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you create an account with us online, in-store or if you call us.
Full name, address, delivery address (if different) telephone number, mobile number, email and recipient email (e-card only). To administer your order (including dealing with queries, issues and returns) and deliver your voucher to make available for collection in accordance with our Terms and Conditions.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you purchase vouchers or redeem vouchers with us online, in-store or if you call us.

Information about our website and your personal devices, such as phones

What we collect Why we need it Which Controller Where we collect it from
Personal information via cookies. We get technical details from the devices you use to access our website and from cookies which tell us what you look at online, where and when. Like most other websites, our technology also lets us know when and how you use our websites, such as when you have added to or abandoned your basket or filled in a form. See below for how we use Cookies.

Mamas & Papas (Digital) Limited

You, if you browse our website.
IP address, internet provider, operating system and browser used, type of device, such as laptop or smart phone, device cookie settings and other device details, such as MAC address and the geographic region which your device reports to us that you are located in.

So our website technology can work properly with your device and make sure you can see and use our intended website and on the device you are using.

If you have also signed up to receive our marketing, we will personalise your emails based upon your interaction with our website across your devices. This will allow us to remember information about you even when you use different devices to build a holistic picture of your interests and preferences.

Mamas & Papas (Digital) Limited

You, if you browse our website technology interaction with your browser/devices.
Mobile number. So we can send you information service updates to you (regarding delivery).

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you purchase products with us online, in-store or if you call us.

Contact History

What we collect Why we need it Which Controller Where we collect it from
Full name, address, telephone number, mobile number, e-mail, baby’s due date or your child’s birthday and your child’s gender. We use this to reserve your place at a Parent to Be Event or arrange the date of the Personal Shop or Car Seat Fitting appointment and to send reminders when these appointments are due and so to provide the service you have requested. For example we need to know details of your child to provide our car seat fitting service.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you book an appointment for a Car Seat Fitting, Parent to Be Event or a Personal Shop with us online, in-store or if you call us.
Full name, address, contact number, mobile number, e-mail, details of query or issue you have raised. If you reach us via the ‘Online Dispute Resolution’ link on our website, we will also collect your order number. We require it to access your account if you have one and to respond to you to investigate, consider and deal with any issue or complaint you have raised. We retain all previous conversations that we have had with you, this is so that we have an audit trail and for dispute resolution.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you contact us via our website.
Account holder or Authorised Person only, e-mail if you do not have this you will be asked for account holder surname, postcode, account and/or deposit number.

We need this for ID & Verification purposes to gain access to the account.

You will be asked a series of questions to verify that you are the account holder. Where you have nominated an ‘authorised person’ on your account and they are calling for assistance, the ‘authorised person’ will be asked for the account holder’s email address, surname, postcode or account or deposit number and a series of verification questions will need to be answered based on the ‘authorised person’s own personal information

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you contact us via Customer Services for assistance, in order to access your account.

Purchase history

What we collect Why we need it Which Controller Where we collect it from
What you have bought in the past and what you have searched for. We match your purchases to links from affiliates who might have introduced you to Mamas & Papas or promoted a particular product when you visited their site. We share relevant purchase history with them, so they know when they have made a successful introduction.

Mamas & Papas (Digital) Limited

3rd party, we have a number of “introducers” who direct new customers to us or promote our products on their sites.

Payment information

What we collect Why we need it Which Controller Where we collect it from
Name, card issuer and card type, number, issue number, start and expiry dates and cvv code (we don’t retain this); gift/store card details if used; Klarna, account details if used. So we can check the right person is using the right card/account and meet the payment requirements of the card/account issuers; and make sure we are paid for what you buy. So we can process refunds and to keep a record of any financial transactions with you for tax purposes.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, your payment / card issuer or Klarna if chosen by you, where you purchase products with us online, in-store or if you call us.
Fraud checks or flags raised about your transactions, the payment card you want to use, payment card refusals, suspected crimes, complaints, claims and accidents. So we can protect you, other customers and our business against criminal activities and risks, make sure we understand and can meet our legal obligations to you and others and can defend ourselves.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, the police, crime and fraud prevention agencies, payment card providers, the public, regulators, yours and our professional advisors and representatives.

Our Social Media pages

What we collect Why we need it Which Controller Where we collect it from
Comments and photos. Monitor our customers views or opinions and we may want to respond to you or react, particularly if you are unhappy with something. We will always ask for your permission to use a photo.

Mamas & Papas (Digital) Limited

You, when you post on our social media pages.

Surveys, prize draws and feedback

What we collect Why we need it Which Controller Where we collect it from
Full name, e-mail and the information you provide to score our services. For customer service scoring, store scoring and delivery distribution scoring to help us understand how we can improve our services.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you complete surveys with us online or in-store.
Full name, e-mail and any other information which is requested on the entry form. To enter you into and administer the prize draw or competition you have entered. This may include publishing your name and location on our winners list.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you enter prize draws or competitions with us online, in-store or at an event.
Full name, e-mail, comments and any additional personal information that you enter in at the time of review. To review and improve our products and services and with your permission, it will be published on our website and other social media outlets.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, if you comment on or review our products or services online or in-store.

Marketing

What we collect Why we need it Which Controller Where we collect it from
Full name, e-mail, and any marketing preferences. To send you information about these preferences. You can opt out of receiving these at any time and an option to unsubscribe will be given in each e-mail should you decide you don’t want to receive these anymore.

Mamas & Papas (Digital) Limited

You, if you sign up for news, offers, events and new product launches with us online, in-store or at events.
Verified e-mail clicks, e-mail open status or views of advertisements

Our emails may contain a single, campaign-unique "web beacon pixel" to tell us whether our emails are opened and verify any clicks through to links or advertisements within the email. We may use this information for purposes including determining which of our emails are more interesting to users, to query whether users who do not open our emails wish to continue receiving them and to inform our advertisers in aggregate how many users have clicked on their advertisements. We cannot identify individual users from this information nor do we capture any personal information. The pixel will be deleted when you delete the email.

If you do not wish the pixel to be downloaded to your device, you should select to receive emails from us in plain text rather than HTML or follow the steps outlined in our Cookie Policy.

Mamas & Papas (Digital) Limited

You, if you sign up for news, offers, events and new product launches with us online, in-store or at events.

Your customer journey before, during and after visiting our store from your device.

Details of your online browsing activities, based upon our website, cookies and other similar technologies, such as the pages, products or areas of our website that you visit, or which link has brought you to our website from our email communication.

Without getting or knowing the details they collect, benefitting from similar information about your use of other websites which is available to ad providers, social media platforms and Google, who help us to show you on other websites our ads tailored to the category of customer they think you are and which we are targeting.

Similar details from your contact information, historic order information both online and in store through e-receipts, preference information, voluntary information and online observed information.

Some marketing will be done by profiling, which is where we tailor the information and offers we send to you.

So we can learn more about you; try to understand the type of customer you are, to predict what you are most interested in, what offers you will like most, tailor our adverts and offers.

Mamas & Papas (Digital) Limited

You, your interaction with our website using your browser/devices, cookies and other similar technologies which track the pages you visit; without seeing the details collected, from cookies set by ad providers, social media platforms and Google.

We will also collect this data through your e-receipts, online transactions, at the point in which you sign up to receive our marketing and where you state your preferences through our preference centre (accessible via the unsubscribe link in all our marketing emails, or via your Account page or by calling Customer Services).

Other information relating to Special Categories of more sensitive personal information requiring a higher level of protection, such as information about a person’s health, criminal offences, sexuality, race, ethnicity, health or disability.

What we collect Why we need it Which Controller Where we collect it from
Details about any accident or injury on our premises, or health incident. So we can get you the help you need, deal with the emergency services, insurance and claims.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, witnesses or observed about you.
Details of your identity, image, name and address, suspected or alleged thefts, fraud, assault or other criminal behaviour. So we can protect customers, the public and our business against risks and crime.

Mamas & Papas (Digital) Limited

Mamas & Papas (Stores) Limited

Mamas & Papas (Concession) Limited

You, from crime and fraud prevention agencies, witnesses, and from the police.

Other personal information that we collect

We operate CCTV monitoring to ensure staff and customer safety and for the prevention and detection of crime. Please see our CCTV notices displayed in store for further information.

We may use your personal information for the purposes of bringing or defending any legal proceedings or meeting any legal or compliance obligations we have. This may include the collection and use of your signature to settle any delivery disputes.

Concessions

Where you shop in one of our concessions in another retailer’s store, our EPOS systems will check and take and record payment, the concession retailer operate CCTV and security and Wi-Fi. We retain all details of your purchases for our records. Unusually, if you are involved in any suspected incident, they may share additional details with us to help us together to prevent and detect crime.


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What Information Do We Collect from Third Parties?

We do not collect any third party data.


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What is Our Legal Basis for using your Personal Information?

Under data protection law we must have a legal reason to use your personal information, sometimes called “legal or lawful basis for processing”. We have set ours out below:


Why we use your personal information Lawful basis for use
All personal information Special category information
Create an account or purchase products. Contract or for taking preliminary steps for that contract

To accept card payments, we need to comply with anti-money laundering legal obligations and comply with the rules of the card issuers e.g. Visa to make sure we get paid.

This means checking your identity and that your use of the card appears lawful by checking with credit reference agencies and fraud prevention agencies who may keep records of this and of any concerns. We use specialist payment providers to help with this.

Preventing and detecting crime is important to everyone and any concerns may be shared with law enforcement agencies.

Legitimate Interests & Legal Obligation Legal Claims
Purchase or redeem vouchers. Contract or for taking preliminary steps for that contract
Book a Car Seat Fitting Appointment, Parent to be Event or Personal Shop. Contract or for taking preliminary steps for that contract Explicit Consent
Prize draws, surveys, competitions and reviews. Consent
News, offers, events and new product launches. Consent
Where you purchase products from us and we wish to market like products. Legitimate Interests “soft opt-in”
Contact us via our website or call customer services relating to a product or service you have purchased from us. Contract
Contact us via our website or call customer services relating to anything else. Legitimate Interests
Where we use your personal information for the purposes of meeting any legal or compliance obligations. Legal Obligation
Where we use it for the purposes of bringing or defending legal proceedings (where it relates to a contract that we have in place). Contract otherwise Legititmate Interest
Managing any accidents, injuries or health incidents which occur in store. Legitimate Interests & Legal Obligation Vital Interests;
Meeting our health and safety legal obligations. Vital Interests Health (Preventative medicine);
Dealing with any related insurance or legal claims. Legitimate Interests & Legal Obligation Legal Claims
Managing any suspected fraud, shoplifting or other suspected criminal activity involving or affecting you. Legal Obligation Legal Claims & Substantial Public Interest
Responding to warnings and providing details to law enforcement and fraud prevention agencies to investigate, prevent and detect crime. Legitimate Interests Substantial public interest
Dealing with any related insurance or legal claims. Legal Obligation Legal Claims
To keep evidence of our dealings with you to comply with our legal obligations, including on accounting, taxation and data privacy. Legal Obligation
To keep records for risk management and insurance purposes. Legitimate Interests

Grouping individual records together in large numbers to analyse them to understand customer group interests, trends and changes across the customer base.

This needed to run our business efficiently, including ordering stock and organising supplies and adjusting resourcing such as for in store colleagues / delivery coverage to meet demand.

Legitimate Interests
To keep our systems, websites and their use under continual review to check and maintain their integrity and security and proper operation and continually improve their efficiency. Legitimate Interests
Meeting our obligations to secure personal information. Legal Obligation
To authenticate users, account holders and ensure use of our website complies with our terms and policies. Legitimate Interests & Legal Obligation
To deal with our legal obligations, such as on product recalls, and binding requests for information, such as from courts. Legal Obligation Legal Claims

To cooperate with and disclose information to law enforcement and official agencies and government, regulators, courts and other parties even where not legally binding.

This is where we believe it is needed to prevent or detect crime, or help with legal compliance or good governance.

This includes where we take professional advice to understand and deal with our legal rights and obligations and dealing with our insurers.

Legitimate Interests & Public Interest Substantial Public Interest & Legal Claims
To deal with the reorganisation or sale of our business or part of it and sharing details needed with buyers and their professional advisers. Legitimate Interest
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What Cookies do we use?

We use cookies on our website or other similar technologies (such as pixels) which collect information from you such as your browsing patterns and click activity from e-mail campaigns. We may use this information to inform our marketing and future business strategies and it may therefore be shared with third parties such as our advertisers. Any information we do share will be in a statistical form and will not identify you as an individual. Full details of how we use cookies can be found in our cookie policy at https://www.mamasandpapas.com/en-gb/cookie-policy.

Where we collect personal information through cookies, the legal basis for this use is that you have given your consent to this.


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What Happens If I don’t Provide My Information?

We will not be able to process your order, we may not be able to respond to you, enter into a contract with you or meet our obligations under it.


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Will we use your Personal Information for Automated Decision-Making?

We do not use your personal information to make automated decisions about you.


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Will We Change the Purpose for Using your Information?

We will only use your personal information for the purposes set out above unless another reason is compatible with those original purposes. If we would like to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.


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How Long Do We Keep Your Information?

We will keep your personal information in our active systems for six years in accordance with our Records Retention Policy. The personal information will then be moved to a secure deep archive where it will be stored for up to 23 years to satisfy legal obligations relating to product recalls and child personal injury claims. Where you have consented for us to contact you for marketing purposes we will store your personal information for up to 3 years before asking you to re-consent to our contacting you for marketing purposes.


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Who Do We Share Your Information with?

We may share your personal information with trusted third parties from time to time. We will not, however, share your personal information with a third party for marketing purposes. We do not sell any personal information to any third party so that they can send you their marketing material.

We have set out below the third parties we may share your personal information with. We will put in place technical and organisational measures to protect your data and how your personal information may be used in accordance with data protection laws:

  • Group Companies:

    We may share your personal information with companies forming part of the Mamas & Papas group for the purposes of order fulfilment.

  • Card Payment Processor:

    Your personal information and payment card details will be processed by CyberSource Limited and CyberSource Corporation (together "CyberSource") for the purposes of dealing with payment transactions and to protect against fraud. Your personal information will be processed on our behalf by CyberSource and your credit/debit card details are shared with CyberSource and stored by CyberSource. We may carry out fraud and security checks with CyberSource and other organisations involved in fraud prevention. If we or they suspect or identify fraud we and/or they may record this and may also pass this information to other organisations for the purpose of fraud prevention. We, CyberSource and these other organisations may use this information for fraud prevention purposes in the future.

  • IT Suppliers:

    We use third parties to provide us with our IT systems and support for them. They may access your personal information to the extent that they need to in order to provide their services.

  • Delivery Companies:

    We use third parties to deliver your order to you or to deliver it to store for collection.

  • Finance Company:

    If you choose to apply for credit, we will share the information collected to set up a Mamas & Papas account (full name, address, telephone number and email address) with the provider of the credit. This information will auto populate into our finance company’s portal. They then become the controller of that information and will ask for additional information in order to undertake credit checks and process your application. They will have their own privacy policy relating to how this information is used by them.

  • Website Analysis and Profiling Companies:

    We use third parties to analyse how our website is used such as analysis of browsing or customer traffic patterns to enable us to improve our website and your experience of it. They also help us to tailor the information and offers we send to you.

  • Survey and Marketing Companies:

    We use third parties to send out and administer our surveys and send out some of our marketing like Dotmailer, Survey Monkey, Text Anywhere and Feefo.

  • Legal and Regulatory Requirements:

    We will share your personal information with entities, companies or individuals (including ICO, HMRC, Police, Government Bodies & Regulators) where this is necessary to comply with any law, rule, regulation, legal procedure.

  • Professional Advisors:

    We may also share your personal information with our professional advisors (including lawyers, insurers and/or insurance brokers) to take advice e.g. in connection with any complaint or claim which you make.

  • Merger:

    In the unlikely event that we sell all or part of our business, or merge with another organisation, we may transfer personal information that we have collected as described in this privacy policy, along with our other business assets, to the organisation that we are selling to or merging with.

  • Klarna:

    If you decide to take advantage of Klarna’s payment options, we will pass onto Klarna the personal information you provided us including contact and billing plus order details. This is in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.

    We will then redirect you to Klarna’s website where your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy and general information on Klarna you can find here.

    We will only disclose such personal information to any third party as is necessary to enable them to carry out the function or purpose for which it is disclosed. For example, we will only disclose such personal information to a carrier as is necessary to enable them to deliver or collect your product.

    Our legal basis for sharing your personal information with the other organisation’s set out above is that it is in our legitimate interests to do this to run our business effectively and to provide the best customer experience to you. If you would like further information about our legitimate interests, then please contact our DPO.

  • Other retailers:

    Where we operate a concession in another retailer’s store, their CCTV systems record your personal information. Unusually there may be an incident involving you where we need to provide them with information about you to prevent and detect crime or help them to deal with claims or obligations.

  • Third party content and links on our websites

    Our websites and apps sometimes feature links to third parties which we think you will like. We do not send them your details but if you follow those links, you will leave our website. You can choose to share your personal data with them separately and it is subject to their Privacy Policy.


We will only disclose such personal information to any third party as is necessary to enable them to carry out the function or purpose for which it is disclosed. For example, we will only disclose such personal information to a logistics carrier as is necessary to enable them to deliver or collect your product.


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Do We Transfer Information Outside the UK/EEA?

Your personal information may be processed by us, or by our service providers, outside the European Economic Area in countries where there may not be the same standards of protection for personal information. If your personal information is processed outside the European Economic Area we will ensure that it is adequately protected as required by data protection law.


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How Do We Keep Your Information Secure?

We have put in place technical and organisational measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties (see above) who have a business need-to-know. They are subject to a duty of confidentiality.

We have put procedures in place to deal with any suspected data security incident and will notify you and any applicable regulator of a suspected incident where we are legally required to do so.

Our security procedures mean that we may occasionally request proof of identity before we are able to disclose personal information to you.


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What Are Your Rights?

You have a number of rights over your personal information, which are:

  • Right of Access: the right to ask us what personal information we have about you and to have a copy of your personal information from us;
  • Right to Rectification: the right to ask us to correct any errors in your personal information;
  • Right to Object: the right to object to our legitimate interests, profiling activities and marketing communications;
  • Right to Data Portability: the right to ask us to provide you with a copy of the personal information you have provided to us, in a structured, commonly used and machine-readable format and the right to transmit that personal information to another company where: (i) we are using your personal information on the basis of your consent or on the basis that it is necessary to perform a contract with you; and (ii) the use we are making of your personal information is carried out by automated means;
  • Right of Erasure: the right to ask us to delete your personal information where: (i) we don’t need your personal information anymore; (ii) you withdraw your consent to our use of your personal information and we have no other legal basis to keep your personal information; (iii) you have asked us to review and explain our legitimate interests to you and we don’t actually have a valid legitimate interest to do what we are doing; (iv) our use of your personal information is illegal; (v) we have to delete your personal information to comply with our legal obligations;
  • Right to Restrict: the right to ask us to restrict the use that we are making of your personal information where: (i) you don’t think the personal information we have about you is correct, so that we can check if it is correct; (ii) what we are doing with your personal information is illegal but you would rather we stop using your personal information rather than delete it; (iii) we don’t need your personal information anymore, but you need us to keep it so that you can exercise any legal rights; and (iv) you have asked us to review and explain our legitimate interests to you, so that we can check whether we actually have a valid legitimate interest to do what we are doing; and
  • Right to withdraw Consent where our use of your personal information is based on your consent, the right to withdraw your consent at any time by contacting us at: [email protected] or 01484 438200 or Mamas & Papas Limited, Colne Bridge Road, Huddersfield, HD5 0RH, UK.

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), (the UK regulator for data protection issues. See www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO and so, if you are happy to do so please contact us in the first instance and we will try to resolve your issue.


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Does This Policy Cover Other Websites?

Links within our website to other websites, such as Facebook and LinkedIn, are not covered by this privacy policy. You should review the privacy information on those other websites to find out how they may use your personal information.


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How You Can Contact Us

If you have any questions about this privacy policy or about the ways we use your personal information, please contact our Data Protection Officer at [email protected] or 01484 438200 or Mamas & Papas (Digital) Limited, Colne Bridge Road, Huddersfield, HD5 0RH, UK.

This policy was last updated on January 2021. We will update it from time to time and if we make any changes that could affect you, we’ll let you know before they happen.


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