Privacy and Cookie Policy
The pages on this website are only directed at UK residents and comply with appropriate UK legislation and regulation.
This privacy policy has been provided to let you know how we use and look after your personal information. This includes what you tell us about yourself, what we learn by having you as a customer, and the choices you give us about what marketing you want us to send to you.
The policy also tells you about your privacy rights and how the law protects you when (i) we contact you, (ii) you contact us (iii) you visit our website.
We promise to:
- Keep your data safe and private
- Give you ways to manage and review your marketing choices at any time
- Not sell your data to anyone else
Data Controller
Willowbrook Funeral Services is a trading name of Neilson Financial Services Limited.
The data controller is Neilson Financial Services Limited who is registered in England and Wales, number 07986483. Neilson Financial Services’ registered address is 2 Windsor Dials, Arthur Road, Windsor, SL4 1RS.
Where your personal information is provided to us by our partners in relation to a service you have requested, our partners may also act as data controllers. If you would like more information about how any of our partners process your personal information, you should read the privacy policy for the relevant partner which will be available on the partner’s website. More information about this is set out under “Who we share your personal information with”.
Data Protection Law
We are conscious of our responsibilities as a “data controller” under the UK General Data Protection Regulation (UK GDPR) and shall endeavor to ensure that the personal information we obtain and use will always be held, used, transferred and otherwise processed in accordance with that regulation and all other applicable data protection laws and regulations.
Neilson Financial Services is registered with the Information Commissioner under registration number ZA125017. If you would like more information about our data protection policy, please contact us using the details shown on our website.
How the Law Protects you
Data Protection Law allows us to use personal information only if we have a clear reason to do so. This includes how we share data outside of Neilson Financial Services. In order to meet this requirement, we will only process personal data in the following circumstances:
- when such processing is necessary for the performance of a contract with you;
- when such processing is necessary for the purposes of our legitimate interest;
- when such processing is necessary for compliance with a legal obligation; and/or
- when you consent to such processing.
There are circumstances where an alternative legal basis allows us to process your personal information legitimately. Where we rely on an alternative legal basis for processing your personal information, we will tell you what it is.
How we use information about you
We collect personal information so that we can identify who you are, such as your name and address. We also collect personal information so that we can contact you, such as your email address and telephone number. We also collect personal information about you from third parties (more details can be found under the heading “Where we collect your personal information from”). We have provided examples below of the ways we may use your personal information and why.
Purpose: We process your personal information when you call us or request to be called back by us so that we can discuss our products and services with you.
Lawful basis:
i) Legitimate interest
ii) Consent
i) Legitimate interest
ii) Consent
Why: So we can understand your needs and determine whether our products and services are suitable for you.
Purpose: To provide our products and services to you.
Lawful basis:
i) Contract
ii) Consent
iii) Legitimate interest
Why: To fulfil our obligations to you under any service or supply contract.
Purpose: For marketing our products and services to you.
Lawful basis:
i) Consent
ii) Legitimate interest
i) Consent
ii) Legitimate interest
Why: To keep you informed of our products and services that may be of interest.
Purpose: To assess your eligibility for credit from one of our credit provider partners.
Lawful basis:
i) Contract
ii) Consent
Why: To introduce you to a credit provider so you may enter a credit agreement.
Purpose: To deal with complaints and general enquiries.
Lawful basis:
i) Contract
ii) Legal obligation
iii) Legitimate interest
Why: To respond to any questions or complaints and address any dissatisfaction.
Purpose: For sharing your data with our carefully chosen partners and suppliers.
Lawful basis: Legitimate interest
Why: To enable partners/suppliers to provide additional services, offers, or promotions you’ve requested.
Purpose: When you take part in a questionnaire or survey.
Lawful basis:
i) Consent
ii) Legitimate interest
Why: To obtain feedback about our products and services.
Purpose: For data analysis, troubleshooting, quality control, and testing.
Lawful basis: Legitimate interest
Why: So we can develop and improve our products, services, and sales channels.
Where we collect personal information from:
We may collect personal information which you provide to us, including:
- when you apply for products and services
- when you talk to us on the phone
- when you use our websites
- in letters and emails
- in other supporting documents
- when you participate in surveys and questionnaires
- via social media
We may also receive data from:
- companies that introduce you to us – when companies introduce you to us and share your details, this will usually be because you’ve provided your consent for them to do so. We conduct due diligence on our partners to ensure they have a lawful reason to share your data with us.
- third parties we work with – For example, third party service suppliers who we partner with to deliver the products or services to you.
The categories of personal data that we may obtain from third parties are:
- Basic Personal Information – this includes your name, date of birth, postal address, relationship with the loved one who has passed away.
- Contact details – this includes your postal address, email address and telephone number
- Profiles, Cookies and similar technologies – Any profile you create or information you provide when you connect to our internet domains, mobile and telephone services. (we do this using cookies, further details can be found under the heading “Cookie Policy”)
When you provide us with personal information about others, you must: (a) inform the individual about the content of this privacy policy and any other applicable privacy notices provided to you; and (b) obtain their permission to share their personal information with us in accordance with this privacy policy and any other applicable privacy notices. This doesn’t apply where the individual is deceased.
Data we collect when you use our services
- Personal information that can help us identify you
- Personal information that can help us contact you
- Payment and transaction data
- Any profile you create or information you provide when you connect to our internet, mobile and telephone services. (we do this using cookies, further details can be found under the heading “Cookie Policy”)
Who we share your personal information with
We may share your personal information with carefully chosen third party service suppliers we partner with, to administer the products and deliver the services you have requested. This may include funeral service providers, IT service suppliers, debt collection agencies and suppliers of marketing services.
Where data is provided to our partners in relation to a service you have requested, our partners may also act as data controllers and will process your personal information for their legitimate business purposes. Where a partner becomes data controller, they will provide you with information about how they look after and use your personal information. This information can usually be found on the partner’s website.
We may share your personal information with legal and regulatory bodies to fulfil any legal or regulatory obligation, assist with any investigation, or demonstrate compliance. We may also share your personal information with law enforcement and fraud detection and prevention agencies.
We may share your personal information with other companies within the same group of companies as us. If we sell, transfer, or merge our company or assets (or any part of them), we may also share your personal information with the purchaser of our business or assets.
International data transfers
We may transfer and process any personal information you provide to us to countries outside the UK or European Economic Area (EEA). If such transfer necessitates us applying additional safeguards under UK or EU data protection laws then we will do so. For example, we may ensure suitable contractual arrangements in respect of your personal information are put in place with any recipient of your personal information outside the UK or EEA.
If you choose not to give personal information
We may need to collect personal information by law or to perform our obligations under any contract with you. If you choose not to provide us with personal information, our ability to provide our products and services to you may be delayed. Choosing not to provide us with your personal information could also mean that we are unable to provide our products or services to you and therefore we may need to cancel an order you have with us in these circumstances.
Marketing
We will only use your personal information to send you marketing messages to tell you about relevant products and services or offers that may be of interest to you if we have a valid reason to do so under data protection legislation. The two main reasons we rely on are where we have your consent, or if we have a legitimate interest to do so.
When we rely on legitimate interests, we will issue you with marketing that we think will be of interest to you. We will only do this when we believe that our legitimate interests do not override your privacy rights.
You can ask us to stop sending you marketing messages and update your choices by contacting us at any time. You may also unsubscribe from any marketing messages we send to you by email by following the unsubscribe link in the footer of any such emails.
Whatever you choose, you will still receive important information such as changes to your orders and existing products and services.
How long we keep your personal information
We maintain a data retention policy which governs how long we will keep your personal information for. We retain personal data about our customers and prospective customers. We will only keep your information for as long as reasonably required to demonstrate we have met our obligations to you and the rules that apply to us.
We will keep your personal information for as long as you are a customer. After you stop being a customer, we will keep your data for up to 7 years for the following reasons:
- to respond to any questions or complaints;
- to show that we treated you fairly;
- for the exercise and defence of any legal claims; and
- to maintain records according to rules that apply to us.
We may keep your personal information for longer than 7 years if we cannot delete it for legal, regulatory or technical reasons. If we do, we will make sure that your personal information continues to be protected in accordance with this privacy policy.
Your Rights
You have a number of rights in connection with your personal information. These rights are noted below. All enquiries in respect of these rights will be handled by us, however, where necessary, we will liaise with other parties with whom we have shared your personal information (see “Who we share your personal information with” above) when dealing with your request.
How to get a copy of your personal information
You can access the personal information we hold on you by contacting to our Data Protection Officer. You email, write or call us using the following details:
Data Protection Officer at Willowbrook Funeral Services, 2 Windsor Dials, Arthur Road, Windsor, SL4 1RS, [email protected] or call us on 0186 952 0308.
Letting us know if your personal information is incorrect
You have the right to question any information we have about you that you think is wrong or incomplete. We will take reasonable steps to check its accuracy and correct it.
If you want us to stop using your personal information
You have the right to object to our use of your personal information, or to ask us to delete, remove or stop using it if there is no need for us to keep it. This is known as the “right to object”, “right to erasure” or the “right to be forgotten”.
However, there may be occasions when we will not be able to delete personal information if a legal or regulatory requirement prevents us from doing so.
Restricting the use of your personal information
You can ask us to restrict the use of your personal information if:
- it is not accurate
- it has been used unlawfully, however, you do not want it to be deleted
- it is not relevant anymore, but you request it is kept for use in legal claims
- you have already asked us to stop using your data, but you are waiting for us to tell you if we are allowed to keep it on using it.
Data portability
You can ask us to provide you with personal information you have given us, in a format that can be read by a computer. You can also ask that we share your data in this format, to someone else.
Opting out of advertising
You can opt out of advertising from Willowbrook Funeral Services and other brands by making changes on Facebook and Google.
Visit these links to find out how:
Google: https://support.google.com/ads/answer/2662922?hl=en-GB
Facebook: https://www.facebook.com/help/146952742043748
How to withdraw your consent
If we have relied upon your consent to process your personal information, you can withdraw your consent at any time. Please contact us if you wish to do so.
If you withdraw your consent, we may not be able to provide certain products or services to you. If this is the case, we will let you know.
How to Complain
Please contact our Data Protection Officer if you are unhappy with how we have used your personal information. To contact us about any of your rights set out in this Privacy Policy please write or call our Data Protection Officer at Willowbrook Funeral Services, 2 Windsor Dials, Arthur Road, Windsor, SL4 1RS, email Address Hyperlink} email [email protected] or call us on 0186 952 0308 . Please provide your full name post code and email address when contacting us.
You also have the right to complain to the Information Commissioner’s Office.
The ICO’s address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline number: 0303 123 1113
https://ico.org.uk/
Cookie Policy
Willowbrook Funeral Services is committed to protecting your privacy and we promise to treat it securely, fairly and lawfully.
When we collect any personal information through our website and technology platforms, we will be transparent about what we collect, why we collect it and how we intend to use the data.
We use cookies on our website and other similar technologies to collect anonymous data so that we can improve and enhance your experience when you use our services. These cookies allow us to:
- Make our website work as effectively and efficiently as possible.
- Enhance your browsing experience
- Arrange content to match your preferred interests more quickly
- Collect statistical information to provide us with information on how our customers use our website and our products.
This Cookie policy relates to our use of Cookies and similar technologies, on this website. Relevant information about how Neilson Financial Services uses cookies on its other websites, can be found on each of these branded sites, respectively.
How to manage and switch off cookies
Your web browser provides settings that allow you to manage or switch off cookies. If you do switch off cookies, remember that you may not be able to use all the services on our website. You can find out more about managing and switching off cookies at the independent website allaboutcookies.org.
What are Cookies
“Cookies” are small piece of text files which are sent to your browser and stay on your computer or mobile device when you visit our website. Cookies do not damage your device they are used to ‘remember’ you when you visit our website again. Cookies alone cannot be used to identify you.
A cookie will transport information about how you use our website to us. The cookie does not keep any of the data it collects.
Cookies are often referred to as session or persistent cookies, depending on how long they are used:
- Session cookies only last for your online session and disappear from your computer or device when you close your browser.
- Persistent cookies stay on your computer or device after the browser has been closed and last for the period specified in the cookie. These persistent cookies are activated each time you visit the site where the cookie was generated.
In addition to how long a cookie is kept on your computer, a cookie is then divided into types:
Strictly necessary cookies
These cookies are essential to enable services you have specifically requested such as requesting a quote and/or purchasing a product.
These cookies are essential to enable services you have specifically requested such as requesting a quote and/or purchasing a product.
Strictly Necessary Cookies: CookieConsent, cookie_terms_accepted, cookie_warning_dismissed
Purpose: This series of cookies store information about the cookies the site uses and whether visitors have given or withdrawn consent for the use. These cookies have a normal lifespan of one year, so that returning visitors to the site will have their preferences remembered. It contains no information that can identify the site visitor.
Period: Persistent – 1 Year
Strictly Necessary Cookie: DPS_site_id
Purpose: This cookie registers which server-cluster is serving the visitor. Alongside load balancing, this can be used to optimize user experience.
Period: Session
Performance cookies
These cookies collect information about how you use our website, for instance which pages you visit most often, and if you experience error messages. These cookies don’t collect information that identifies you. All information is aggregated and therefore anonymous. They are only used to improve your experience whilst visiting our website.
Performance Cookie: _tccl_visit
Purpose: This cookie sets a unique ID for the session, allowing the website to obtain statistical data on user behaviour when visiting the site. The unique ID (anonymous) also helps to identify that you have visited the site before.
Period: Persistent – 1 year
Performance Cookie: _tccl_visitor
Purpose: This cookie sets a unique ID for the session, allowing the website to obtain statistical data on user behaviour when visiting the site.
Period: Persistent – 1 year
Performance Cookie: _scc_session
Purpose: This cookie is used to store a unique session ID and allows the website to determine whether a user has access to restricted pages.
Period: Session
Apart from cookies we also use local storage and tags to help us enhance your browsing experience.
- Local storage is like a cookie, except the information collected by local storage is not sent to an internet server unless there is a specific reason for us to store the data collected (i.e., for analytics purposes).
Like cookies, local storage is stored locally on your machine, within your browser like cookies, history, saved pages, etc. Local storage contains ‘name/value’ pairs (i.e., postcode / SL4 9GL, surname / ‘Smith’) and a web page can only access data stored locally within its domain.
- Tags are a small piece of code which is placed on our website and collects data. This code would only collect data on our website. A tag will not be stored on your browser; however, it may use a cookie which could be placed on your browser.
Last Updated: June 2025