Privacy Policy

1. Introduction

YouFirst Group Services Ltd ("YouFirst", "YouFirst Group", "we", "our" or "us") is committed to protecting personal information and respecting the privacy of our customers, passengers, clients, suppliers and website visitors.

This Privacy Policy explains what personal information we collect, how we use it, who we may share it with, how long we retain it and the rights available to individuals.

It applies to enquiries, bookings, communications and services associated with YouFirst Travel, YouFirst Priority Secure Transport and YouFirst Security.

This policy covers information collected under YouFirst, YouFirst Group, YouFirst Travel, YouFirst Priority Secure Transport and YouFirst Security. These are names used by YouFirst Group Services Ltd, not separate companies or data controllers.

We process personal information in accordance with applicable United Kingdom data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended.

2. Data controller

The organisation responsible for personal information covered by this policy is:

YouFirst Group Services Ltd
Company number: 17108279
Registered in England and Wales
Registered office:
Admirals Yard
Station Road
Bristol
BS34 6LR
United Kingdom
Email: contact@youfirstgroup.co.uk
Phone: 0333 050 3723

We are registered with the Information Commissioner’s Office. Registration number: ZC284427.

Where an independently licensed operator or another service provider processes information for its own purposes, that organisation may be a separate data controller.

3. Information we collect

Depending on the service requested, we may collect:

• Personal and contact details: Name, email address, telephone number and relevant correspondence information.
• Passenger and booking details: Journey date and time, pickup and destination addresses, additional stops, number of passengers, booking instructions, passenger contact details and relevant assistance requirements.
• Transport and delivery details: Collection and delivery addresses, sender and recipient details, descriptions of items, declared contents and approximate value, and delivery instructions.
• Collection and delivery records: For Priority Secure Transport, records of each collection and delivery, which may include times, location information, photographs and a signature.
• Security-service enquiries: Client contact details, site or event location, requested dates and times, assignment details and relevant operational requirements.
• Work With Us enquiries: Your name, contact details and what you choose to tell us about your experience and the work you are interested in. We do not ask for sensitive information at this stage.
• Drivers, security personnel and subcontractors: Where someone works with us, the details needed to meet licensing and legal requirements, such as licence numbers and expiry dates, vehicle details and the dates of the engagement.
• Payment and transaction details: Charges, transaction references, payment status, invoices and accounting records. Card details may be processed directly by an approved payment provider rather than stored by YouFirst.
• Communications: Correspondence, enquiry information, feedback, complaints and relevant incident records.
• Website and technical information: Information needed to operate and protect the website and to send our forms. We do not use analytics or advertising cookies (see our Cookie Policy).

We seek to collect only information reasonably necessary for the relevant purpose.

4. How information is collected

Information may be collected when you:

• Complete a website enquiry or quotation form.
• Register your interest through Work With Us.
• Request or confirm a service.
• Communicate with us by email, telephone, WhatsApp or another channel.
• Make a payment.
• Provide feedback or submit a complaint.
• Arrange a service for another person.
• Enter into a business or supplier relationship with us.

We may also receive relevant information from booking partners, hirers, other licensed operators, service providers or parties involved in a particular assignment.

If you provide someone else’s personal information, you should have a legitimate reason for doing so and, where appropriate, make them aware that their information will be shared.

5. Purposes and lawful bases

We process personal information where an appropriate lawful basis exists.

• Enquiries and quotations: To respond to enquiries, assess requirements and prepare quotations. This may involve taking steps before entering into a contract or pursuing legitimate business interests.
• Booking administration and service delivery: To arrange services, communicate arrangements, allocate appropriate resources and maintain operational records. We generally rely on contractual necessity, or legitimate interests where the data belongs to another person involved in the booking.
• Payments and accounting: To collect payments, issue receipts and maintain records. We rely on contractual necessity and applicable legal obligations.
• Licensing and regulatory requirements: To maintain required records, meet licensing obligations and cooperate lawfully with authorised authorities. We rely on legal obligations where applicable.
• Safety, safeguarding and incident management: To protect individuals, investigate incidents, address complaints and manage safety risks. The lawful basis will depend on the circumstances and may include legitimate interests, legal obligations or other applicable grounds.
• Fraud prevention and website security: To protect our systems, customers and business against misuse. We may rely on legitimate interests or applicable legal obligations.
• Work With Us and engagement: To consider enquiries about driving, security or partner work and, if relevant, to check licences such as private hire or SIA licences. We rely on taking steps at your request before entering into a contract, our legitimate interests in engaging suitable people, and legal obligations where licensing rules apply.
• Marketing: To send promotional communications where permitted by law, relying on consent where required or another legally permitted basis.

We do not use personal information for unrelated purposes without an appropriate lawful basis.

6. Special category information

Some bookings may involve accessibility or health-related information needed to arrange suitable assistance.

We ask customers to provide only what is relevant.

Where special category information is processed, we require both an appropriate Article 6 lawful basis and a valid Article 9 condition under UK GDPR.

Such information is subject to additional care and restricted access as appropriate.

We do not treat submission of an ordinary enquiry form as unlimited consent to process sensitive information.

7. Sharing information

We may share relevant information with organisations or individuals involved in our business operations, including:

• Appropriately licensed private hire drivers, and other licensed private hire operators where a booking is passed to them or they pass one to us.
• Other security companies and SIA licensed officers, where we work with them to staff an assignment.
• Contractors and personnel involved in delivering accepted services.
• Our website hosting and online forms provider.
• Software providers we use to manage enquiries, bookings, customer records and operational records, and to automate administrative tasks.
• Our payment provider, for secure card payments and refunds.
• Phone, text message and messaging providers, for calls, voicemail, booking text messages and customer messages.
• Route planning and delivery record providers, for Priority Secure Transport collections and deliveries, including delivery update emails.
• Secure cloud storage providers, for records and backups.
• Our business email provider, for service-related emails.
• Insurers, professional advisers, regulators and authorities where appropriate.

Only information reasonably necessary for the relevant purpose will be shared.

We do not sell customer personal information to third-party advertisers.

Information may be disclosed where lawfully required, including in connection with regulatory investigations or legal proceedings.

8. International transfers

Some of the service providers described above may store or process information outside the United Kingdom, for example in the United States.

Where personal information is transferred outside the United Kingdom, we rely on a transfer mechanism permitted by UK data protection law, such as UK adequacy regulations or contractual safeguards in the provider’s data processing terms.

Information about relevant safeguards may be requested using our public contact email.

9. Retention

We retain information for as long as reasonably required for legitimate business purposes and applicable legal or regulatory obligations.

We apply one retention schedule across YouFirst Travel, YouFirst Priority Secure Transport and YouFirst Security. In summary:

• Bookings and assignments: normally 24 months after the booking or assignment is completed or closed. This also meets our private hire licensing obligations.
• Routine collection and delivery evidence (such as photographs, signatures and location information): normally 12 months, unless needed for a claim, dispute or complaint.
• Enquiries that do not lead to a booking, and Work With Us enquiries: normally 12 months after our last contact.
• Accounting and tax records: for the period required by law.
• Complaints, claims, incidents and disputes: for as long as reasonably necessary to resolve them and deal with any legal claim.
• Driver, vehicle, personnel and licensing records: for the periods required by law and our licensing conditions.
• Backups: kept for a limited period for recovery purposes only.

Records may be kept for longer where the law, our licensing conditions, an insurer or an active claim or investigation requires it.

When a retention period ends, records are reviewed and securely deleted or anonymised.

10. Security

We take reasonable technical and organisational measures designed to protect personal information.

These measures may include access restrictions, appropriate account security, system backups and controls over the information made available to service providers.

No electronic service can guarantee absolute security.

Please avoid sending unnecessary highly sensitive information through ordinary website forms.

11. Your rights

Subject to applicable legal conditions and exemptions, individuals may have rights to:

• Access their personal information.
• Have inaccurate information corrected.
• Request deletion.
• Request restriction of processing.
• Object to certain processing.
• Request applicable data portability.
• Withdraw consent where processing relies on consent.
• Challenge certain qualifying automated decisions.

Requests should be sent to:

contact@youfirstgroup.co.uk

We may need to verify identity before releasing personal information and will respond within applicable legal deadlines.

12. Marketing

We may provide information about our services where electronic marketing rules permit.

Consent will be obtained where required.

Marketing preferences can be changed by using an available unsubscribe method or contacting us.

Agreement to service terms or submission of a booking enquiry does not automatically constitute consent to unrelated marketing.

13. Automated workflows

We use digital systems to help route enquiries, manage records, send administrative notifications and support operational decisions.

These systems do not mean every enquiry is automatically accepted as a booking.

Where applicable laws govern solely automated decisions having legal or similarly significant effects, we will comply with those requirements.

14. Complaints and regulatory rights

If you have concerns about our handling of personal information, contact:

contact@youfirstgroup.co.uk

You may also raise concerns with the Information Commissioner’s Office:

https://ico.org.uk

15. Updates

This policy may be updated to reflect changes in our services, systems or legal requirements.

The current version will be published on our website.