When you use our websites
Besides cookies, we use other information about your website visits to learn more about what our customers like and dislike, work out what changes we can make to improve our business and target our direct marketing. See the profiling section for more details.
When we need to verify your age
We are required by law to ensure we do not sell alcohol to anyone under the age of 18 and most of our pubs support either the Challenge 21 or Challenge 25 schemes.
The Challenge schemes aim to discourage underage drinking. They encourage hospitality industry staff to ask anyone lucky enough to look like they’re under 21 or 25 for proof of their age before we serve them. If you’re one of the lucky ones, please don’t be offended if one of our staff asks you for proof of your age.
A photo-card driving license, passport or military ID are valid proof of age for both schemes. If you don’t have these documents, check the relevant Challenge scheme website to see what else we can accept.
When you book a room, table or function
We will ask for your name, gender, address, telephone number and email address. We use this information to make and confirm your booking. If you book online, we will also record your IP address. We use this information to check that the booking is genuine.
If you’re making a booking on behalf of a work colleague, we will ask for information about your company and the guest, so that we can invoice and bill the correct party and welcome your colleague when they arrive at our venue.
Please also tell us about any preferences or specific needs you or anyone in your party has, especially dietary preferences, food allergies or access needs. We will use this information to make preparations for your visit and look after you whilst you stay with us.
If you’re celebrating a special occasion, we may ask for your age or date of birth, or about your anniversary or special event, so that our staff can make your celebration as special as we can. If you give us permission to do so, we will use this information to send you an email reminder when your next birthday or anniversary is coming up. You can stop these reminders at any time by contacting our guest relations team.
We also use booking information to learn more about what our customers like and dislike, work out what changes we can make to improve our business and target our direct marketing. See the profiling section for more details.
When you make a payment or request a refund
If you want to pay for your purchases with a payment card, we will ask for your name and the card number, start and expiry date, verification code (CVC) and if prompted by the payment terminal, your personal identification number (PIN). We will also need these details to make any refunds.
We don’t normally record your payment card details. However, some booking agents transmit full credit card details by fax to whichever hotel you book. Whenever we are sent this information, we store it securely until the end of your stay with us.
If all or part of your payment is to be made by voucher, we will ask you for the voucher number, code, image or the voucher itself, so that you can redeem it.
When you use our Wi-Fi service
We will ask for your name, email address, date of birth, gender, home address and mobile number so that we can register you for the service.
When you first register, and then each time you connect to the Wi-Fi service, we get information directly from your device and from the equipment used to provide the Wi-Fi service that describes where, when and how you registered, or where when and how you connected to the service. We use the date, the time, the name and location of the venue you are at and your device’s MAC address to provide the Wi-Fi service and to make the service as reliable as possible.
We also use information about your use of our Wi-Fi service to learn more about what our customers like and dislike, work out what changes we can make to improve our business and target our direct marketing. See the profiling section for more details.
Important: If you don’t want your device to auto-connect to the Greene King Wi-Fi service, don’t select the ‘connect automatically’ option when you sign up.
You must check you have not saved your Greene King Wi-Fi connection settings before you give your device to someone else, otherwise they may be able to access some of the personal data used to provide the Wi-Fi service.
If you choose to connect automatically and then change your mind, you can delete the Wi-Fi connection or turn off Wi-Fi on your device.
When you sign up for direct marketing
When you use one of our services, we will ask you if you want to receive direct marketing from us. You don’t have to sign up for direct marketing – it’s your choice.
Many of our brand websites run an email club for people who want to receive information about our promotions, events and special offers. You can sign up to receive these emails by providing us with your name, date of birth, home address and email address. We use this information to personalise our direct marketing, such as by addressing you by name, and targeting our marketing based on your age, birth date and where you live.
We also use information about how you respond to our marketing to learn more about what our customers like and dislike, work out what changes we can make to improve our business and target our direct marketing. See the profiling section for more details.
When we send you direct marketing
If you have signed up for direct marketing, depending on how we are communicating with you, we may use your name, home address, telephone number or email address to send you the special offers and other information we think you’ll like the most.
We will not send you excessive amounts of marketing and every marketing message we send includes an easy way for you to opt out.
If you opt out of direct marketing
You can opt out of receiving direct marketing at any time by following the unsubscribe instructions in any of our marketing messages, changing your marketing preferences on the Wi-Fi app Account Settings page or by contacting our guest relations team.
When we carry out profiling
Knowing what interests our customers the most helps us build better products, brands and services and accurately target our direct marketing and advertising campaigns. Therefore, we use profiling to help us find out as much as we can about what our customers like and expect from us.
Profiling involves comparing what we know about you with what we know about other customers and people with similar likes or interests. The personal data we use in our profiles includes:
- Demographic information, such as your age, gender, address and postcode
- Purchase information, such as what you bought, how you paid and whether or not you took advantage of a discount
- Your likes and dislikes, such as what you drink, what you eat, whether or not you take advantage of special offers and whether or not you like what we post on our websites and our social media pages
- Information about family events and special occasions, such as the dates of birthdays, weddings, and anniversaries
- Information about your visits to our pubs, restaurants, hotels and websites, such as which ones you visit, when, how often and how long you stay for
- Information about your use of our services and whether or not you participate in our promotions, such as our Wi-Fi service, email clubs, loyalty schemes and any competitions you enter
- Information about how you respond to our marketing and advertising campaigns, such as whether or not you read our marketing messages, see our adverts on social media or take up any of our special offers
If we get our profiling right, you will enjoy our products, services and brands more and more as we make improvements to them based on what we learn about you. And if you have signed up to receive direct marketing, you will get the special offers that we think will most appeal to you.
Profiling helps us to improve our business and customise what and how we communicate to you. However we don’t profile people who don’t want to be profiled - so if you don’t want us to use your personal data for these purposes, tell us and we won’t.
When you use our gift cards or participate in our loyalty schemes
If you buy a gift card, we will ask for your name, address, telephone number and email address, so that we can activate your gift card and send it to you. We will ask for the same information about the gift card recipient if you want us to send the gift card directly to them.
We will ask for the same information if you want to join one of our loyalty schemes. We use this information to enrol you and to provide confirmation of your membership.
When you use your gift card or your loyalty scheme membership number, we will capture information about your visit, your use of our services and your purchases. We use this information to update your gift card balance and to credit your membership account with any loyalty points you have earned.
We also use this information to learn more about what our customers like and dislike, work out what changes we can make to improve our business and to target our direct marketing. See the profiling section for more details.
When you enter any of our competitions
When you enter one of our competitions, we will ask you for your name, date of birth and email address. Depending on the nature of the competition and the prizes on offer, we may ask you for more information, such as whether or not you have a passport and can travel overseas if you win a foreign holiday.
Please read each competition’s privacy notice before you enter, to find out exactly what personal data we will need from you and how we will use it.
When you play pub poker in our pubs
Some of our pubs offer guests the opportunity to play pub poker. The leagues and tournaments you can take part in depend on which pub you visit.
In most cases, these games are not run by us, so please read the privacy notice for the game you want to play to find out who is running it and what personal data you will need to provide them with to be able to participate.
When you submit queries, compliments or complaints
We will ask for your name, telephone number and email address so that we can identify you and discuss your enquiry with you. We will also ask for any other relevant information, such as further information about you, other members of your party, the pub or restaurant you visited or your purchases. We will use this information to take your enquiry and respond appropriately to it.
When you participate in guest surveys
We will ask for your name, telephone number, email address and your answers to the questions asked in the survey. In most cases, this information is used to run the survey and interpret the results but please read the privacy notice we provide with each survey invitation to find out if we intend to use your personal data for anything else.
When we record promotional photos, video or audio
We always provide information to guests arriving at the venue when these activities are taking place. If you don’t want to be photographed or recorded, please let a member of staff know so that they can ensure your wishes are respected.
When we record CCTV images or emergency audio
We use CCTV to help keep our guests and staff safe, so your image may be recorded when you visit us. We display signs at our venues to tell you when CCTV is being used. If no incidents take place, the CCTV images will not be looked at before they are deleted. However, if an incident occurs, we will review the CCTV images to see if they contain footage that relates to the incident.
In the event of an emergency at one of our venues, our staff may activate an emergency phone link which will automatically make an audio recording of what takes place during the call. Depending on the incident and the information that is recorded, these recordings may be used in any legal or insurance claim-related proceedings that follow.
When we record telephone calls to our offices
We record some of the telephone calls we receive, including all of the calls to our guest relations team. We use the recordings for staff training and to refer back to if you question something we said or you make a complaint. If we intend to record your call, a recorded message will be played first to inform you before the recording starts.
When an accident occurs
If you are unfortunate enough to be involved in an accident on our premises, we will ask for your name, address, phone number, age and any other details that relate to the accident, such as information about any relevant health conditions you have or any injuries or treatments you received.
When we impose a ban on visiting our venues
Many of our venues are members of a local Pubwatch scheme. General information about Pubwatch schemes can be found on the national Pubwatch website. You can find out more about a local Pubwatch scheme by asking a member of our staff at a participating venue, or visiting the relevant local Pubwatch scheme website.
We don’t ban people from our venues unless it’s absolutely necessary to do so. Sometimes we have to impose a ban after serious anti-social, dangerous or criminal behaviour has taken place. If you are banned from any of our venues or from any other venues that are members of a local Pubwatch scheme, we will use your name, photos of you and any other personal data that we need to identify you and which we can use lawfully, to enable our staff to record and enforce the ban and to let other Pubwatch members know about it.
When we ask for other people’s personal data
If you need to provide us with information about other people, please ask them to read this notice before you do so.