Thank you for trusting us with some information about you. We take that trust seriously and we want you to know how we use your information and why.
Who is holding your information?
KoffeeKlatch is a registered Trademark of Irenicon Ltd. When we talk about ‘we’, we mean Irenicon. We have been in business since 1980 and our registered office is Airport House, Purley Way, Croydon, CRO OXZ. Christopher Head and Annabel Kaye are the two Directors, and between us we are Irenicon and KoffeeKlatch – with a little bit of help from our associates.
If you are reading this you found our website somehow. We try to get you to read our web site by creating copy that is useful for you.
Our service is really for businesses and we do what any business owner tries to do. We like to figure out what works and what doesn’t and keep improving what we do.
We monitor the volume of visitors to our website, how you found us, where you came from and which pages you view when visiting our site. At this stage we do not know who you are, just that some people arrive from here and go there. We do not harvest or collect email addresses from website visitors. If you don’t contact us and give us your email, we don’t have your details.
Sometimes we use Facebook pixels to figure out what type of person visits our sites and who likes us so we can create advertising that appeals to our customers and potential customers.
None of this results in us contacting you or monitoring you in any personal or individual way – we just like to know who our typical customer is and what they like.
Downloads and services
If you contact us and ask us to send you: information, a download, subscribe to a review, or purchase a product or service we will put your details on our sales and marketing database and send you what you asked for.
Chatting to us on our business Facebook pages or website will go through our Zendesk support system and this will add a record of that chat to your customer/contact record with us. We do this so we don’t get in a muddle and answer the same question on different media.
If you asked to be subscribed to a particular newsletter or sequence of updates (or subscribe yourself) you will be added to that list. We operate ‘double opt-in’ lists and you will need to reconfirm your subscription before anything is sent. Any automated email sent to you will have an unsubscribe option on it that can be triggered at any time.
The only time we use single opt-in is when you sign up for a webinar since you don’t want to miss the start and log in information because you forgot to double opt-in.
We use automations (little sequences of emails that start when you ask for something in particular) to send you information you asked for, to send you products you have bought and to administer services you have subscribed to. A lot of our onboarding for new products is by emails that send you hints and tips and little videos on ‘how to’. You can unsubscribe from these at any time, but they don’t go on for that long and you might want to wait for all the information as most people find it useful.
We monitor who reads our mailing and automations, how many times, and which links you choose to use and read. We use this information to increase the content’s level of interest, and help us improve what we send. You can remove your information from this monitoring by disabling cookies on your website browser before opening emails from us. From time to time, we contact individual email newsletter subscribers but it is extremely rare.
Most of our newsletter subscribers complain we don’t email them often enough!
We use anonymised data about you from time to time to target advertising campaigns based on profiling the sort of person who wants to receive information from us. For example, if we have a sudden rush of clients in Birmingham we may place advertisements targetting similar people and business in Birmingham.
We ask our own sales and marketing people (both internal and external) to contact potential clients from time to time. We are not a hard sell organisation. This is normally because you have requested a call, or because we are actively trying to let you know about something you may benefit from. Sometimes the law changes and you need to know what happens next.
Our services are designed to be business to business. We are not a hard sell or cold calling based organisation but prefer to build long-term relationships with satisfied and relaxed clients.
Financial and credit card details
If you pay us by credit card, we use an external secure processor. We do not receive your credit card details. We do not take telephone orders and the only way to pay us by credit card is online via that secure processor.
If you pay us by BACS or direct transfer, we know only what the bank identify – usually the name of the person who paid us and how much and the reference number.
We do not keep credit scores.
Where do we get data about you from?
Most of our information about you comes from you. If you have a business web page we will add that to our contact record for you, along with your contact details. Sometimes our contact management systems lets us know you have a LinkedIin profile of Facebook page or Twitter account. If we are in contact via those mediums we may add that to your customer record so we remember to check in those places for messages from you. If your account details are private we will not see them.
We do not sell or exchange the data we hold with organisations who may want to sell you something or use your data for research or other purposes. nor are we planning to do so. If at any point we decided to exchange lists with another organisation, we would ask you to ‘opt-in’ to such a system. Our continuing silence means we are not doing so.
We have an outsourced support team for our own business, including Virtual Assistants, Web Designers, IT support, Sales and Marketing, Accounting and more. They have limited access to your data, where the service they provide to us necessitates that. For example, if you want to set up a meeting, our diary VA needs to know your email address in order to sort out a date. If we invoice you, our Accountant needs to see the invoice in order to sort out the books.
Our outsourced team use our software to access any data they need. We do not permit copying or sharing by the team and actively monitor for any potential breaches.
Your information/advice is held in the strictest confidence. Our team are all contracted to strict confidentiality clauses and we monitor and restrict their data usage. We only use mainstream software and we use the most secure login options available to us.
We restrict who can export or download data that is held to a limited number of individuals who are authorised to back up data.
Where is your data located?
In common with most small businesses, we do not have any tailor-made software – we use mainstream packages for everything from our customer records, to email, to accounting.
This means that much of our data is held in services in the USA (with our Accounting data going to Australia). We have picked mainstream suppliers with appropriate security standards.
Special category data (about your health, orientation, beliefs etc) is rarely held by us, and if it is it is normally part of providing legal advice. We keep that data in Microsoft systems that keep their servers predominantly in the EU. We do not routinely collect this data about anyone.
We have a long-term and discreet relationship with most of our clients. We also offer legal advice and support. For that reason, we retain information for 10 years from the last point of contact. This allows us to have financial records going back far enough to satisfy HMRC, advice records going far enough back to satisfy our insurers. Our clients often come back to us for information they have forgotten or can no longer find.
If you have contacted us but never purchased from us, you will remain on the list you joined until you unsubscribe from that list. We clean our lists from time to time and unsubscribe people who not ever read anything from us. But in order to avoid adding you again by mistake, unsubscribes are kept on an unsubscribe list.
Want to see what we hold on you?
If you want to know what information we have about you (if any) email email@example.com and give us your name, email address(es) and we will happily do a search and send you screenshots of what we have.
If you are not happy with being on any of our lists you can simply unsubscribe. If you want to be removed from our customer records, please let us know.
You have the right to know what information we are collecting on you and to amend it, If you have purchased a download from us you have your own customer account and you can see the information you shared with us. That is radiated out through accounting and customer record software.
We don’t want to collect any information that is not necessary to running our business and making you a happy customer. If you feel for some reason we have information we should not be keeping, or it is out of date or otherwise wrong, please let us know and we will take appropriate action.
Most of our information is not based on individual consent but needing the information to run the business, but you can withdraw your consent to being on an email list at any time by simply unsubscribing.
You have a right to be forgotten, and if you want us to remove information about you, let us know.
If you have a complaint about the way we are handling your information or how we have responded to a request for information or removal, you can take this up in the first instance with one of us. We suggest the other one to the one you are complaining about. If they can’t sort it out, we are covered by the Information Commissioner for the UK. You can contact them here