Privacy Policy
Last Updated: 30 October 2025.
1. Our Commitment to Your Privacy
At Bell & Shanks (a trading name of Shanks, Bell & Partners Limited), we understand that discretion and trust are central to the service we deliver. This policy explains how we collect, use, and safeguard your personal data when you use our chauffeur services, website, or mobile app.
The terms “we”, “us”, and “our” refer to Bell & Shanks. The terms “you” or “your” refer to anyone who books, travels with, or communicates with us through our digital or offline channels.
Personal data refers to information that can identify you directly or indirectly.
2. Information We Collect and Why
We only gather information that is necessary to operate safely, efficiently, and lawfully. The categories of data we may collect include:
Identification & Contact Information — name, title, email address, phone numbers, billing address, and other contact details.
Journey Information — pickup and destination addresses, journey times, mileage, class of service, pricing, and booking notes.
Payment & Billing Data — credit or debit card details, invoices, receipts, and transaction history. CVV codes are used only for verification and not stored.
Location Information — live or historical GPS data (when location permissions are active) to enable accurate pick-up and dispatch.
Technical & Device Data — IP address, browser type, mobile device details, operating system, and app version.
Service Interaction Data — communications with our support team, in-app messages, calls, and feedback logs (for quality and dispute resolution).
Preferences & Feedback — survey responses, service reviews, marketing preferences, and language or accessibility choices.
Corporate Account Data — for business users: company name, position, VAT number, and related correspondence.
Verification or Legal Data — where required by regulation (e.g. anti-fraud, insurance, or transport compliance), we may request identity documents or supporting information.
3. How We Obtain Data Automatically
When you visit our website or use our app, some data is collected automatically using cookies, analytics tools, or server logs. This includes browsing activity, device type, and interaction patterns — all of which help us ensure site performance, security, and reliability.
You can manage or disable cookies at any time through your browser settings.
4. How We Use Your Personal Information
We process your information only when necessary, and always with a clear purpose. Typical uses include:
• Managing and completing bookings.
• Allocating chauffeurs and monitoring live journeys.
• Facilitating communication between passengers, chauffeurs, and operations (without revealing personal phone numbers).
• Processing payments, refunds, and invoices.
• Responding to customer support queries or complaints.
• Complying with transport, tax, and legal requirements.
• Ensuring the safety and integrity of our service and preventing fraud.
• Analysing service performance and user behaviour to enhance experience and reliability.
• Sending you updates, offers, or marketing information (only if you’ve consented or if it’s within our legitimate interests).
• Managing business and event accounts, including reporting and invoicing.
Our processing is based on one or more of the following grounds:
• To perform a contract with you.
• To comply with legal and regulatory obligations.
• To pursue legitimate business interests (for example, improving efficiency and security).
• With your consent, which you may withdraw at any time.
5. How We Share and Protect Your Data
We share personal information only when essential to deliver our services or meet our obligations. This may include:
With Chauffeurs:
When a journey is accepted, chauffeurs receive limited details — first name, pickup and destination address, and any relevant notes.
With Our Associated Companies:
We may share limited personal and journey data with our associated companies where necessary for secure payment processing, coordinated service delivery, or lawful marketing purposes.
With Business or Event Organisers:
Corporate account holders or event coordinators may access journey and invoice data for administrative purposes.
With Affiliates:
We share limited journey data with trusted affiliate fleets who fulfil services on our behalf. All operate under strict confidentiality and data protection agreements.
With Service Providers:
We work with trusted partners who supply infrastructure, analytics, payment processing, and marketing systems. Each operates under strict confidentiality and data protection agreements.
With Legal and Regulatory Authorities:
We may disclose information where legally required or necessary to protect safety, prevent fraud, or comply with regulatory obligations.
With Successor Entities:
If our company undergoes a merger, acquisition, or restructuring, data may transfer securely to the new entity under equivalent protections.
We never sell your personal information.
6. Data Storage, Security, and Retention
Your security is paramount. We use encryption, access controls, and secure servers to protect personal data from loss, alteration, or unauthorised access.
We retain personal data only for as long as it is required — typically:
• While you maintain an active account.
• To comply with financial and legal retention periods.
• To resolve disputes, enforce agreements, or defend potential claims.
Once data is no longer needed, it is deleted or anonymised.
7. Transfers Beyond the UK or EU
While Bell & Shanks operates from the United Kingdom, some of our technology partners or support teams may be located overseas.
Where personal data is transferred outside the UK or EU, we ensure equivalent protection through approved safeguards, such as Standard Contractual Clauses or data processing agreements compliant with GDPR.
8. Your Rights and Choices
You have clear rights regarding your data, including the ability to:
• Access the information we hold about you.
• Correct inaccurate or outdated details.
• Request deletion of data no longer needed.
• Restrict or object to certain types of processing.
• Withdraw consent for marketing at any time.
• Receive your data in a portable format.
You can manage most preferences via your Bell & Shanks account or by contacting our Data Protection team.
If you believe we’ve not handled your data properly, you can lodge a complaint with the Information Commissioner’s Office (ICO) at https://ico.org.uk.
9. Marketing Preferences
We may occasionally contact you with service updates, invitations, or offers.
You can opt out at any time by:
• Using the unsubscribe link in emails,
• Adjusting settings in your app profile, or
• Contacting us directly.
Even if you opt out, we may still send operational or legal communications (e.g. booking confirmations, payment receipts, or policy updates).
10. Contacting Us
Data Controller:
Ben Bell, Shanks, Bell & Partners Limited (trading as Bell & Shanks)
Email: legal@bellandshanks.com
We aim to respond to all privacy-related requests promptly and with transparency.
11. Updates to This Policy
This Privacy Policy may be revised from time to time to reflect regulatory, operational, or technological developments. Any significant changes will be communicated via our app, website, or email prior to taking effect.
We encourage all users to review this policy periodically to remain informed about how Bell & Shanks safeguards personal information.
