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As a co-operative society we are governed by the co-operative values & principles that guide all co-operative enterprises around the world. The values &principles are laid out below:
At The Midcounties Co-operative we have selected four key values that we believe are the main elements guiding our business practices.
The Midcounties Co-operative - Membership Terms & Conditions
These terms and conditions were last updated in March 2021.
Appendix 1 – Points earned and exclusions
Appendix 2 - Explanation of withdrawable share capital in a consumer retail co-operative society
When we say “we”, “us”, “our”, “Midcounties” or “Society”, we mean The Midcounties Co-operative Limited. When we say “you” and “your”, we mean the person whose name is on the front of the membership card.
When you use your membership card or scan your app you accept these terms and conditions.
As we’re a co-operative, you need to read these terms and conditions alongside our Rules. When we refer to our “Rules” we mean the Society’s Rules (which may change from time to time).
Where there’s a conflict or discrepancy between these terms and conditions and our Rules, our Rules come first. You can find our Rules here. If you'd like a paper copy please phone 0800 435 902 (8.30am-5.00pm, Monday-Friday)
These terms and conditions together with the Rules set out the rights you have as a member of the Society and the additional benefits you're entitled to under these terms and conditions.
Any person can become a member of the Society if they share our values, live in the UK and are aged 16 years or over. To become a member you are required to hold at least one £1 share in the Society. Rather than you pay us £1 upfront, when your membership is accepted, we add £1 to your share account balance and we later redeem that £1 from any share of the profits payments due to you. By accepting membership, you agree for that payment to be taken from your share of the profits. You must keep at least one £1 share in the Society to retain your membership.
You can apply to become a member in the following ways:
We reserve the right to refuse any application for membership.
By agreeing to become a member of the Society you agree to be bound by our Rules, a copy of which can be found here or can be requested from the membership team by phoning 0800 435 902.
When you apply to become a member, we’ll ask you for some personal details – including your full name, date of birth, home address, email address and how you’d like us to stay in touch. We’ll also ask your gender, which is optional to complete.
We'll use your email address to contact you for service matters regarding your membership and for marketing if you’ve given us permission.
Once you've registered as a member, we’ll send you a membership card. You can only have one membership account at a time. Your card proves that you’re a member – so we may ask to see it in certain circumstances, for example, if you attend one of our general meetings.
Your membership card:
As a member you can also download our “MyMidCoop” or “Your Co-op Rewards” app onto your phone. The app gives you access to your virtual membership card. It can be used in the same way as your physical card to prove you are a member. You can also view your membership points balance and transaction history on the app. The app works on iPhone or android devices and can be downloaded from the App Store or Google Play.
You can't give or transfer your rights or duties as a member to anyone else.
You are responsible for keeping your membership card safe. If you lose it or someone steals it and uses it, we’re not responsible for any losses or damages that happen as a result.
You can request a partner card for someone else living at the same address as you from the membership team. When your partner card is used it will accrue points on your membership account. As the member, you will receive the points on your account. A partner card holder is not a member of the Society and they will not be able to do things exclusive to members, such as attend our general meetings or vote in our elections.
You can change some of your personal details on our app. Alternatively, you can change your name or address, check your points balance and change your preferences by contacting our membership team in the following ways:
If you’ve changed your details, you need to tell us. When you contact us, please provide your membership card number or your name and postcode so we can find your account. We’ll need to check your identity by asking you for some personal information and we may ask you for proof of your new name or address.
Each year the Board will assess if there are profits available for distribution to members. Where there are, the Board may decide to ask members formally at a members’ meeting to agree to pay a share of profits (dividend) to members in line with our Rules. If a payment is agreed, the overall amount is calculated based on the points you and all other members have earned. The number of points you earn determines how big your share of profits payment will be.
To earn points, you must present your membership card or app when making a transaction at one of our branches. When making purchases online or over the telephone you will need to quote your card number to earn points.
The number of points earned in each transaction depends on which of our businesses you are spending with. Some purchases are excluded from earning points. Full details of how many points are earned per transaction and the exclusions in each of our businesses can be found at Appendix 1.
There may be times when you can also earn points for taking part in certain member activities and events run by us. This is at the discretion of the Society and we will communicate these opportunities at the time of the activity.
Notwithstanding any other provision in these terms and conditions (including the Appendices), if at any point during the financial year, it’s not possible (or it becomes impractical) to calculate your points, then we can make such adjustments to the basis for determining points as we think appropriate.
Receiving your share of the profits
If our Board determines that there are enough profits to distribute a dividend to our members and you have earned enough points during the qualifying period, we will issue an e-voucher for the cash amount of your share of the profits. Your e-voucher can be opened on the Your Co-op Rewards App or website (www.yourcooprewards.coop). The voucher can be used in Midcounties’ Food stores, Travel branches, Co-op Childcare nurseries, Little Pioneers nurseries and Funeral branches. Alternatively, you can use it online at cooppharmacy.coop.
The voucher cannot be used against purchases in other co-operatives that are not part of Midcounties.
You will only receive a share of profit if you are a registered member at the time profits are distributed. If your share of the profits works out to be less than £2, we’ll store up the balance in your membership account until the next time you’re due a share of profits. We won’t pay it out until it’s worth at least £2 (or such other amount as we may decide).
Where payable, we will deposit an amount equivalent to your share of the profits into your share account. If you use the voucher(s) issued, your share account will be deducted to reflect the spend. If you don’t use your voucher(s), the value of your unspent share of the profits will remain in your share account. This means you won’t lose your share of the profits.
Your share of the profits will be paid to you in e-vouchers in whole pound amounts. Any pence amounts will be carried forward until the next time you’re due a share of profits.
You can choose to pay your share of the profits to the charities on our published list. If you decide to do this, we will pay your share of the profits directly to the named charity(s) you have chosen.
If you are a customer of The Phone Co-op or Co-op Energy, we can arrange for your share of the profits payment to be credited to your phone/energy account.
If you would like to change how your share of the profit is paid, you can contact the membership team. Their contact details are here. We may also write to you with alternative options on how to receive your share of the profits.
Spending your share of the profit vouchers
To use your voucher, you should open it on the Your Co-op Rewards app or yourcooprewards.coop. Present it when you pay at any Midcounties branch – whether it’s food, childcare, travel or funeral. Or visit cooppharmacy.coop and log in with your membership details, type in the voucher code at the online checkout.
We will give you change when you use your vouchers in a branch. If you are shopping online the remainder will remain in your share account. Vouchers cannot be exchanged for their cash equivalent value at our branches.
If you don’t use your voucher(s) before they expire, the value of your unspent share of the profits will remain in your share account. This means you won’t lose your share of the profits.
If you don’t have your membership card or app with you when you buy from us, you can still get your points if you register your purchases with us within a certain number of days. You will need your receipt as valid proof of purchase to do so. Here is how you can register your points in our different businesses:
You can use your membership card to earn points at a number of other co-operative societies even though they aren’t part of Midcounties. They are:
These societies are collectively referred to as our “Affinity Partners” in these terms and conditions. The list of Affinity Partners may change from time to time.
When you earn points with an Affinity Partner, they will let us know the share of the profits you have earned with them (if any) once it is approved by their members. We will then pay that share of the profits to you at the same time as we distribute our share of profits. Where an Affinity Partner decides not to make a share of the profits payment, you will not receive a payment from us for points earned with them.
Where you receive a voucher for your share of the profits from Midcounties, it cannot be used against purchases with our Affinity Partners or other co-operatives that are not part of Midcounties.
Refunds or returns
If you buy goods or services from us and then return them for a refund (or cancel or change them in some way) we may cancel some or all of the points you earnt from the transaction (if any).
Lost or stolen cards or vouchers
If your membership card is lost or stolen you should let us know so we can arrange for a replacement card to be sent. You can do this by calling 0800 435 902 or writing to us at:
The Co-operative Membership, The Midcounties Co-operative, Co-operative House, Warwick Technology Park, Warwick, CV34 6DA
Alternatively you can let us know by at email@example.com.
Production of a replacement card may take up to 14 days. We are unable to replace lost or stolen vouchers.
Cancelling your membership
You can cancel your membership at any time by telling us. We can also remove or expel you from membership as set out in our Rules. For details on how we update our register of members see “Updating our Register of Members”.
Changes to terms and conditions
We reserve the right to change these terms and conditions by giving you reasonable notice – for legal, regulatory, business or policy reasons. If you continue to use your membership card after any change, this will be an acceptance of these new terms and conditions.
The constitutional rights you have as a member are governed by our Rules, which can be amended in accordance with our governance arrangements.
Third party rights
Only you and we have the right to enforce any of these terms and conditions under the Contract (Rights of Third Parties) Act 1999.
Law and where disputes would be settled
These terms and conditions (and any non-contractual obligations arising out of or in connection with them) are governed by English law.
English courts have exclusive jurisdiction to settle any dispute arising out of or in connection with these terms and conditions (including disputes around any non-contractual obligations arising out of or in connection with these terms and conditions).
We maintain a Register of Members (“the Register”), which includes the name, address and number of shares held by each member. It is important that we keep it up to date, so we review the Register twice a year to ensure it is accurate. Those reviews usually take place in January and July each year.
In accordance with our Rules, when we carry out a review of the Register we will remove entries in the following circumstances:
Where this happens, the name of the member and/or the entry will be removed from the Register. In addition, we will cancel the relevant shares and forfeit the amount standing to the credit of the member or entry in the share ledgers of the Society, together with any interest or share of the profits credited in respect of the shares.
If you are removed from the Register, your membership and associated rights will cease. Your card will be cancelled so you won’t collect points when you make purchases.
If you are removed from the Register in this way, you can apply to be reinstated by contacting the Society Secretary and providing satisfactory evidence of your membership. You can do that in the following ways:
Where a member is reinstated to the Register, we create a new share account in their name and credit it with the value of the shares at the time they were removed, along with any share interest that would have been earned from the date of removal from the Register.
When you become a member you will hold one £1 share in the Society. This will be held in a share account registered in your name. As a member your details are recorded on the Register of Members, in accordance with our Rules.
As a member you can invest in the Society up to a maximum of £100,000. You can invest in one of two ways – by increasing the number of shares you hold in your share account, or by investing in Development Share Bonds.
Share accounts – increasing the number of shares you hold and making withdrawals
All members must hold one £1 share in the Society. You can increase the number of shares you hold in your share account by investing funds. You can do that in the following ways:
When you increase your share account beyond the minimum one £1 share, we will issue you with a share account passbook. For security reasons, we will always require your share account passbook to be forwarded to us with all transaction requests so it can be updated and returned to you. Passbooks are always returned to the address we hold for you on our system.
If you receive a share of the profits in the form of an e-voucher and do not spend it, your share account will also increase. We won’t issue you with a share account passbook where this happens but you can request one.
You can withdraw from your share account in the following ways:
When you withdraw funds, we will make the payment to you. We are unable to make any payments to a third party. When you make investments, we are unable to accept cash payments. Similarly, we are unable to pay cash when you withdraw funds.
Please note, in accordance with the Society's Rules, the Board has the power to restrict the level of withdrawals from the Society at any time.
Share accounts – interest and closing your account
A member’s share account earns interest on balances over £10. Interest is calculated on the daily balance of each member's share account at the close of business each day. Interest on any payments made by cheque does not accrue until the fourth working day following payment. Any interest is credited to the member's account once a year in January. Interest is paid gross with the member being liable for income tax, where applicable.
Interest rates will be determined by the Board from time to time in line with market conditions. The current rates of interest are:
Interest rates are subject to change. Such changes in interest rates will be stated in these terms and conditions and publicised by notices in the Society's branches.
You can close your share account by writing to the Share & Bond Team at our head office. You must send your share account book with the closure request. We will make a payment of the closing balance including interest to the share account holder by cheque or BACS.
A share account with a share balance of £2 or less can be closed over the phone by calling 0800 093 7553. When it is closed, the share investment will be donated to a charity of the Society’s choice. Different procedures apply for archived share accounts. Please call 0800 093 7553 for more information.
Development Share Bonds
As a member you can invest in the Society to help us grow by purchasing Development Share Bonds. The minimum investment value of a Development Share Bond is £500 and the maximum is £99,999. You can invest for periods of either 1, 2 or 3 years. When you invest in a Development Share Bond the Society will pay you interest on your investment at an agreed rate.
More details of how Development Share Bonds work and their terms and conditions can be found here.
Code of Practice
The Society follows a Code of Practice which applies to shares and Development Share Bonds in the Society. The Code of Practice can be found here.
The Society follows a Code of Practice which applies to shares and Development Share Bonds in the Society. The Code of Practice can be found Appendix 2.
In accordance with the Code of Practice, the Society is obliged to provide the following statement to members of the nature of their financial interest in the Society and any change affecting it. You should consider these points carefully before deciding to invest in the Society’s shares or Development Share Bonds.
If you have any questions regarding the Code of Practice please address them to the Secretary:
Points earned when spending with us
You will earn the following points per pound spent in participating branches owned by The Midcounties Co-operative. Unless indicated, there is a minimum spend of £1 per transaction before points can be earned.
The Co-operative Food
1 point for every £1
(minimum spend £2)
Petrol Stations - Fuel
1 point for every £10 spent
The Co-operative Funeralcare
1 point for every £1 Awarded only to the "client" (funeral payer)
The Co-operative Travel
1 point for every £2 Awarded only to the lead name on the booking
The Co-operative Childcare
1 point for every £1 (spent on non-prescription goods, minimum spend £2)
1 point for every £2
The Phone Co-operative
1 point for every £1 (Excluding VAT)
The rates displayed in the grid above are correct as at March 2021. The rates may change from time to time. To check if the current rates for earning points have changed, you can contact the membership team on 0800 435902.
Exclusions from our membership points scheme
You will not earn points for purchases at the Society’s Post Offices.
In addition, there are some products and services that unfortunately we are not able to offer points on. They are as follows:
Co-operative Food Stores
Transactions excluded from our points scheme:
Co-operative Funeral Services
At-need arrangements paid for by a pre-paid funeral plan are excluded from our points scheme.
Please note, points are only awarded to the individual who is paying for the funeral.
Foreign Currency Exchange (Bureau de Change) are excluded from our points scheme.
Childcare Vouchers are excluded from our points scheme:
Points are not awarded to Co-op Energy customers who are members of our Affinity Partners. To qualify for earning points you must be a member of the Society and have your membership card linked to your Co-op Energy account.
The Phone Co-op
The value of VAT you have paid is excluded from our points scheme.
Explanation of withdrawable share capital in a consumer retail co-operative society
Withdrawable share capital (WSC) in a consumer retail co-operative society is fundamentally different from shares in a company.
The following are the key differences, which are explained below:
Withdrawal not sale
There needs to be a mechanism for a member to realise (turn into cash) the value of their shares in a society. In companies, this is done by selling the shares to somebody else. Generally, in co-operative retail societies this is different, because the shares are not transferable. Instead, shares are withdrawable, and a member can realise the value of their shares by withdrawing the money held in shares from the society, subject to any restrictions contained in the society’s rules.
No increase in value
Co-operative shares remain at the same (par) value. In other words a member is entitled to their money back, but no more. This is different from a company, where the value of shares can increase or decrease. The reason for this difference is explained in the next point below (Underlying Value).
WSC does not give the member a share in the underlying value of their society, which is why WSC remains at the same value. By contrast, shares in a company do give shareholders a share in the underlying value of the company, which means that if the company was wound up whilst solvent, shareholders would receive a proportionate share of that underlying value (which might be more or less than what was paid for the shares). The Model Rules of UK consumer retail co-operative societies provide that on a solvent winding up, members are entitled to repayment of their WSC, but any remaining surplus after that is transferred to another co-operative society or Co-operatives UK.
Distribution of surplus
The primary mechanism for a co-operative to distribute surplus or profits is via a dividend to members in proportion to their trade with the society. Although a society can pay interest on share capital as compensation to the members for the use of their funds, such interest is not a mechanism to share profits. By contrast, in a company the payment of a dividend to shareholders is the primary mechanism for a company to distribute surplus or profits.
Co-operative societies operate on the basis of one member, one vote, not like companies where there is one vote per share. This means that greater power and influence cannot be achieved in a co-operative by owning more shares.
This statement explains how we collect, use, transfer and store your personal data when you visit our website. We would encourage you to read this information.
About this privacy notice
This privacy notice aims to give you information on how The Midcounties Co-operative Limited collects and processes your personal information through your use of this website, including any information you may provide through this website when you apply to join as a member, log in to your membership account, enquire about the goods and services offered by The Midcounties Co-operative Group, sign up to a newsletter, take part in a competition, enquire about our community activities or apply for community funding.
This website is not intended for children and we do not knowingly collect information relating to children.
It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal information about you so that you are fully aware of how and why we are using your information. This privacy notice supplements the other notices and is not intended to override them.
Who’s responsible for your personal information?
We refer to The Midcounties Co-operative in this statement. This means The Midcounties Co-operative Limited and its subsidiaries. The Midcounties Co-operative Limited is responsible for this website and is the ‘data controller’ for your data.
How can you contact us?
We have appointed a data protection manager to oversee compliance with this privacy notice. If you have any questions about this privacy notice or how we handle your personal information, please contact the Society’s Data Protection Manager at firstname.lastname@example.org, by telephone on 01926 516007 or by writing to: Data Protection Manager, The Midcounties Co-operative, Co-operative House, Secretariat Group, Warwick Technology Park, Warwick CV34 6DA.
If you do not think that we have processed your data in accordance with this notice you should let us know as soon as possible.
Changes to the privacy notice and your duty to inform us of changes
We may change this privacy notice from time to time. You should check this notice occasionally to ensure you are aware of the most recent version.
It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your relationship with us.
Links to other websites
This website may include links to our trading groups’ websites, our dedicated careers website, third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow other parts of The Midcounties Co-operative’s Group and third parties to collect or share data about you. When you leave our website, we encourage you to read the privacy notice of every website you visit, particularly third party websites as we do not control those.
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We may, if you choose to provide it, collect data relating to your ethnicity as part of your application to become a member of The Midcounties Co-operative. We use that information to ensure meaningful equal opportunity monitoring and reporting. Otherwise, we do not collect any Special Categories of Personal Data about you (this also includes details about your race, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, the administration of your membership account). We will notify you if this is the case at the time.
We use different methods to collect data from and about you including through:
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.
Purposes for which we will use your personal information
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.
Type of data
Lawful basis for processing including basis of legitimate interest
To register you as a new member
Performance of a contract with you
Administrative matters relating to your membership account
(a) Performance of a contract with you
(b) Necessary to comply with a legal obligation
To manage our relationship with you which will include:
(b) Asking you to leave a review or take a survey
(d) Marketing and Communications
(c) Necessary for our legitimate interests (to keep our records updated and to study how members/customers use our products/services)
To enable you to partake in a prize draw, competition or complete a survey
(e) Marketing and Communications
(b) Necessary for our legitimate interests (to study how members/customers use our products/services, to develop them and grow our business)
To provide you with information relating to our community activities and opportunities for participation
Necessary for our legitimate interests (to encourage members/customers to participate in our local communities to develop and grow our business)
To administer and protect our business and this website (including monitoring and recording communications, troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
(a) Necessary for our legitimate interests (for running our business, quality assurance, training, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
Necessary for our legitimate interests (to study how members/customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, products/services, marketing, member/customer relationships and experiences
Necessary for our legitimate interests (to define types of members/customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you
(f) Marketing and Communications
Necessary for our legitimate interests (to develop our products/services and grow our business)
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us or if you provided us with your details when you entered a competition or registered for a promotion.
We won’t use your personal data for marketing purposes at all if you’ve told us not to and we’ll give you the opportunity to opt-out of receiving marketing information whenever we contact you directly for that purpose.
We will get your express opt-in consent before we share your personal data with any internal third parties, such as other legal entities in The Midcounties Co-operative Group, or any company outside The Midcounties Co-operative Group for marketing purposes.
You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We do not transfer your personal data outside the European Economic Area (EEA).
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those colleagues, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long will you use my personal data for?
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
Details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by contacting us.
In some circumstances you can ask us to delete your data: see Request erasure below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Your duty to inform us of changes
It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes.
Your rights in connection with personal information
Under certain circumstances, by law you have the right to:
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact the Society’s Data Protection Manager.
No fee usually required
You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Complaints to the regulator
If you do not think that we have processed your data in accordance with this notice you have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues. You can contact them by going to their website at ico.org.uk, phoning them on 0303 123 1113 or by post to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
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