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Privacy policy


This Privacy Policy, together with our website terms and conditions at, explains what happens to any personal data that you provide to us, or that we collect from you (e.g. when you visit (the/our 'Website'), buy our products or services, or contact us with a question).  In this Privacy Policy, whenever you see the words ‘we’, ‘us’, ‘our’ or 'Shepherd Neame', it refers to Shepherd Neame Limited (registered in England under registration number 00138256 at the following registered address: 17 Court Street, Faversham, Kent, ME13 7AX).  For the purpose of the Data Protection Act 1998 or any replacement legislation including the EU General Data Protection Regulation (together the 'Data Protection Legislation'), Shepherd Neame Limited is a registered data controller, under registration number Z8649859.

Your acceptance of this Privacy Policy, and our right to change it

By accessing any part of our Website and/or otherwise providing your details to us, you acknowledge that we may collect, use and transfer your personal data as described in this Privacy Policy.  If you do not agree with the terms of this Privacy Policy, please do not continue to access our Website and/or use our products or our services.  If we ask for your consent to a particular use of your information on our Website or elsewhere and you give that consent, that use will also be covered by this Privacy Policy.

We may make changes to this Privacy Policy from time to time. If we do so, we will post the changes on this page and they will apply from the time we post them. If you do not agree to any changes made to this Privacy Policy, please do not continue to use or access our Website and/or services or products.

We made changes to this Privacy Policy to explain the updated data collection practices at our premises, in line with the requirements of NHS Test and Trace. Please see the 'NHS Test and Trace' section below for more information.

What is personal data?

Personal data is information that can be used to identify an individual (such as a name, address, phone number or email address) on its own, or in combination with any other information we might already have.

The Privacy Policy in brief

It’s important that you read our full Privacy Policy to understand what information we hold, how we may use it, and what your rights are – but if you don’t have time to read it all now, here’s a quick summary:

  • We collect personal data (as defined above).
  • We collect information to provide you with our products and/or services, information about our promotions and/or offers for administration of our business and our Website, and for the prevention/detection of crime.
  • We only collect the information that we need or that would be useful to us in our quest to provide the best possible service to you.
  • We take all reasonable steps to keep personal information secure.
  • We only share data (a) where we are required by law; (b) where it's necessary in order to provide our products or services to you; (c) with carefully selected partners who do work for us; or (d) (where necessary, subject to us having the right to do so) to offer products or services that we think might be of interest to you, or to tell you about our offers and/or promotions. Any third parties who receive personal data from us are required by their contract to treat your data as securely as we would, to only use it as instructed, and to allow us to check that they do this.
  • Our Website uses cookies – for more information check our Cookies Policy
    They are the basics, but don't forget to come back later and read the full Privacy Policy (below), so you've got all the details you need.

Information we collect

When you visit our Website or we otherwise collect your personal information, we collect the following types of data:

  • details such as your name, address and email address as provided by you when you contact us, register for information, enter a competition, or place an order with us; and
  • information such as your computer’s IP address, the pages you visit and other information collected from cookies when you are browsing our Website. Please see our Cookies Policy here for further information.

Some of the above information is collected and processed for the purpose of legal compliance, some to perform a contract with you, and some for the purposes of our legitimate business interests (subject to your rights), e.g. to analyse the use of our Website, products and services in order to continually improve them.

Information that we receive from other people

We work closely with third parties who may collect personal information from you and pass it on to us. For example, where you have consented, we may receive your contact details from our business partners in order to tell you about our offers and promotions. Our staff and visitors to our brewery may also give us emergency contact information as part of our emergency scenario planning.  In addition, our staff may give us details of their dependants in relation to their employee benefits arrangements. We may also collect personal data relating to individual contacts at our suppliers and corporate customers and we will use such data for the purposes of maintaining and developing our relationships with such parties. Where this is the case the third party is responsible for obtaining the relevant consents from you to ensure you are happy with the ways in which your personal data will be used.

Use of your information

The information that we collect and store relating to you is primarily used to enable us to provide our services and products to you. In addition, we may use your information for the following purposes:

  • where you have consented, or where we are otherwise entitled to do so, we may provide you with information relating to our products or services which we feel may be of interest to you, where you have consented to receive such information by post, telephone, mobile messaging (e.g. SMS, MMS, etc) as well as by email;
  • where necessary, to notify you about changes to our products, services or our Website;
  • to administer our Website and our business and for internal operations;
  • to keep our Website and our business safe and secure;
  • to process any request you may have made; and
  • to improve your customer experience, by ensuring that content is presented in the most effective manner.

If you do not want us to use your data to provide you with information relating to our products or services you will have the opportunity to withhold your consent to this when you provide your details to us at the time which we collect your data. 

Disclosure of your information

In order to provide services and/or products to you we have to share your information with certain third parties such as our group companies (e.g. any subsidiaries and any pubs or hotels, managed, tenanted, leased or operated by any of our group companies), professional advisors or analysts and search engine providers that assist us in the optimisation of our Website. By submitting your personal information to us, you agree to such third parties processing your information. We require all third parties to whom we send your data to treat your data as securely as we would and in accordance with this Privacy Policy, to only use as instructed, and to allow us to check that they do this and we will take reasonable steps to enforce this. 

If you have consented, we may allow carefully selected third parties, including marketing and advertising companies, or our business partners, to contact you occasionally about products or services that may be of interest to you. They may contact you telephone, post, SMS as well as by e-mail.    

If you wish to amend any of your marketing preferences with Shepherd Neame, you can do so by emailing [email protected].  You may also opt out of receiving marketing emails from any third party by following the instructions outlined in the relevant communication. 

Please be advised that we do not reveal information about identifiable individuals to our advertisers but we may, on occasion, provide them with aggregate statistical information about visitors to our Website our brewery, or our pubs.

If any of our businesses enter into a joint venture with, purchase or are sold to or merge with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors. 

We may use the information that you provide to us if we are under a duty to disclose or share your information in order to (a) comply with (and/or where we believe we are under a duty to comply with) any legal obligation; (b) enforce or apply our Website terms and conditions, and any other agreement; or (c) protect the rights, property, or safety of Shepherd Neame, its customers, clients, employees, contractors or others. This includes exchanging information with other companies and other organisations for the purposes of fraud protection and prevention, or where we have to carry out an internal investigation.

Security, data transfers outside of the EEA and storage

We take steps to protect your information from unauthorised access and against unlawful processing, accidental loss, destruction and damage. We will only keep your information for as long as we reasonably require and, in any event, only for as long as Data Protection Legislation allows.

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”) or the United Kingdom (“UK”). It may also be processed by staff operating outside the EEA or the UK who work for third parties engaged in, among other things, the provision of support services to us. By submitting your personal data, you acknowledge this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and the Data Protection Legislation.

Data that is provided to us is stored on our secure servers. Details relating to any transactions entered into on our Website will be encrypted to ensure its safety.

The transmission of information via the internet is not completely secure and therefore we cannot guarantee the security of data sent electronically and transmission of such data is therefore entirely at your own risk. Where we have given you (or where you have chosen) a password so that you can access certain parts of our Website, you are responsible for keeping this password confidential.

Third party links

You may find links to third party websites on our Website. These websites should have their own privacy policies which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.

Your rights

We will usually inform you (before collecting your information) if we intend to use your information for marketing or research purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at the details set out below under 'Contacting Us'.

Should you have any queries or complaints in relation to how we use your information, please contact us via the details set out below under 'Contacting Us'. Should you wish to take any complaints or queries further, you have the right to contact the Information Commissioner's Office regarding such issues.

Accessing and updating your information

You have the right to see the information we hold about you and to ask us to: (a) make any changes to ensure that any information we hold about you is accurate and up to date; (b) erase or stop processing any information we hold about you where there is no longer a legal ground for us to hold it; or (c) in some cases, transfer any information we hold about you to a specified third party. If you wish to do this, please contact us using the contact details set out below.

NHS Test and Trace

To support NHS Test and Trace (which is part of the Department for Health and Social Care) in England, Shepherd Neame is required  to collect and keep a limited record of staff, customers and visitors who come onto our premises for the purpose of contract tracing.

By maintaining records of staff, customers and visitors, and sharing these with NHS Test and Trace where requested, we can help to identify people who may have been exposed to the Coronavirus.

As a customer / visitor of Shepherd Neame you will be asked to provide some basic information and contact details. We may require you to pre-book appointments for visits, to complete a form on arrival, or to check in via a QR code or the webpage The following information will be collected:

  • your first and last name;
  • your phone number or email address;
  • how long you plan to visit our premises (optional); and
  • whether you want to opt in to receive email marketing updates from us (optional).

In addition, if you interact with members of staff during your visit, the name of the assigned staff member may be recorded alongside your information.

NHS Test and Trace have asked us to retain this information for 21 days from the date of your visit, to enable contact tracing to be carried out by NHS Test and Trace during that period. We will only share information with NHS Test and Trace if it is specifically requested by them – for example, if another customer at the venue reported symptoms and subsequently tested positive, NHS Test and Trace can request the log of customer details for a particular time period (e.g. this may be all customers who visited on a particular day or time-band, or over a two-day period). We will not share with NHS Test and Trace any information relating to your opt-in to receive email marketing updates from us.

Under government guidance, the information we collect may include information which we would not ordinarily collect from you and which we therefore collect only for the purpose of contact tracing. Information of this type will not be used for other purposes (such as surveillance of an individual’s movements), and NHS Test and Trace will not disclose this information to any third party unless required to do so by law (e.g. as a result of receiving a court order). In addition, where the information is only collected for the purpose of contact tracing it will be destroyed by us 21 days after the date of your visit.

However, the government guidance may also cover information that we would usually collect and hold onto as part of our ordinary dealings with you (for example, your name and phone number). Where this is the case, this information only will continue to be held after 21 days and we will use it as we usually would, unless and until you tell us not to. Your information will always be stored and used in compliance with the relevant Data Protection Legislation.

The use of your information is covered by the General Data Protection Regulation Article 6 (1) (f) – legitimate interests. The legitimate interest in this case is the interest of Shepherd Neame and its premises in co-operating with NHS Test and Trace in order to help maintain a safe operating environment and to help fight any local outbreak of coronavirus. The use of your information with respect to your opt-in to receive email marketing updates from us is covered by the General Data Protection Regulation Article 6 (1) (a) – consent. If you wish to amend any of your marketing preferences with Shepherd Neame, or later withdraw your consent, you can do so by emailing [email protected].  

By law, you have a number of rights as a data subject. Please see the 'Your Rights' and 'Accessing and Updating Your Information' sections of this Privacy Policy for more information.

If you do not wish your contact information to be passed to NHS Test and Trace if requested, or if you are unhappy or wish to complain about how your information is used, please speak to a member of staff during your visit, or contact us at the details set out below under 'Contacting Us'. If you are still not satisfied, you can complain to the Information Commissioner's Office.

Use of Triptease Services

We utilise the services of Triptease, a third-party analytics provider, to gain insights into the behaviour of our website visitors. This helps us understand how our website is being used and allows us to improve our services. As part of this process, we may share a limited amount of your information, such as your room search details, email address, and name (if provided), with Triptease.

Triptease, as our joint data controller, analyses your interaction with our website using cookies and similar technologies. This allows us to track our relationship with you and enhance our service. Triptease may also facilitate automated messages within our website to improve communication with you.

Please note that Triptease may engage sub-processors in providing their services and will not transfer personal data outside of the UK and the European Economic Area (EEA) unless legally permitted.

To learn more about Triptease's privacy practices, please visit their privacy policy at . For information regarding Triptease's use of cookies, please refer to their cookie policy at

Contacting us

We welcome any queries, comments or requests you may have regarding this Privacy Policy. Please do not hesitate to contact us:
By post: Shepherd Neame Website Privacy, 17 Court Street, Faversham, Kent, ME13 7AX
Tel: +44 1795 532206
Fax: +44 1795 538907
Email: [email protected]

Last edited: June 2023