Privacy Policy

Coastdale Parks - Privacy Notice

Registered name: Normanhurst Enterprises Ltd

We are the controller of your personal data. For more information on controllers and their responsibilities, please see our guidance on data protection principles, definitions, and key terms.

This privacy notice tells you what to expect us to do with your personal information.

• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• Sharing information outside the UK
• How to complain

Contact details

By Post:

Normanhurst Enterprises Limited, 9 Burscough Street, , ORMSKIRK, Lancashire, L39 2EG, GB

By Email:

dataprotection@normanhurst.net

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Purchase or account history
• Payment details (including card or bank information for transfers and direct debits)
• Health and safety information, including accident and incident records where applicable
• Account information
• Website user information (including user journeys and cookie tracking)
• Photographs or video recordings
• Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Addresses
• Payment details (including card or bank information for transfers and direct debits)
• Purchase history
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

We collect or use the following information to prevent, detect, investigate or prosecute crimes:

• Names and contact information
• Customer or client accounts and records
• Video and CCTV recordings of public areas (including indoor and outdoor spaces)
• Financial transaction information
• Information relating to health and safety, including accident and incident records where applicable

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• Purchase or viewing history
• IP addresses
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:

• Name
• Contact information
• Identification documents (where required in connection with the purchase of a holiday home, fraud prevention or to comply with legal obligations)
• Financial transaction information
• Any other personal information required to comply with legal obligations
• Health and safety information, including accident and incident records where applicable

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Address
• Account information
• Purchase or service history
• Video recordings of public areas
• Witness statements and contact details
• Relevant information from previous investigations
• Customer or client accounts and records
• Financial transaction information
• Information relating to health and safety, including accident and incident records where applicable
• Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification- You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure- You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing- You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing- You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability- You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent– When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We use personal information where it is necessary for our legitimate interests in operating and managing our holiday park business in an efficient, safe and customer-focused way. This includes processing information to:

• manage bookings and provide accommodation and related services
• communicate with customers about their stay and respond to enquiries maintain accurate customer records and prevent errors or duplication
• help ensure the security of our site, staff and guests, including preventing fraud or misuse of services
• improve our services based on customer interactions and feedback

We only use personal information in ways that are reasonably expected in the context of using a holiday park and related services. We do not use your information in ways that would have an unjustified impact on your rights or interests. We consider and balance our interests against your privacy rights before using personal data in this way. Where possible, we minimise the amount of data used and limit access to those who need it to provide services.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We process personal information where it is necessary for our legitimate interests in operating and managing customer accounts and booking guarantees in an efficient and secure way. This includes using personal data to:

• create and manage customer booking accounts
• maintain accurate reservation and transaction records
• support the administration of booking guarantees, cancellations, refunds, and amendments
• help prevent fraud, misuse of accounts, or errors in bookings
• improve the reliability and efficiency of our booking systems and customer service

We only use personal information in ways that are necessary for these purposes and that customers would reasonably expect when making a booking or using our services. We balance our business needs against the rights and interests of individuals and ensure that any impact on privacy is minimised. We do not use legitimate interests in a way that overrides your rights or freedoms, and we apply appropriate safeguards such as data minimisation, access controls, and secure storage.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information to prevent, detect, investigate or prosecute crimes are:

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We process personal information where it is necessary for our legitimate interests in protecting our guests, staff, and property, and in ensuring the safe and secure operation of our holiday park.

This includes using personal data to:

• help prevent, detect, and investigate fraud, theft, damage, or other unlawful activity
• maintain the security of our sites, including the use of CCTV in public areas where applicable
• investigate incidents, complaints, or suspicious behaviour involving guests, visitors, or third parties support the resolution of disputes or claims where criminal activity may be involved
• protect the safety and wellbeing of all individuals on our premises

We only process personal information in this way where it is necessary and proportionate to the issue being addressed. We balance our legitimate interests against the rights and freedoms of individuals and take steps to minimise any impact on privacy. We do not use personal information for crime prevention purposes in ways that are unexpected or intrusive, and access to this information is restricted to authorised personnel only. Where appropriate, we may share information with law enforcement or other relevant authorities in accordance with legal requirements.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Recognised legitimate interests –  we rely on recognised legitimate interests under UK data protection law for the purpose of preventing, detecting, investigating or prosecuting crime.  We process personal information where it is necessary for preventing, detecting, and investigating crime, including the apprehension and prosecution of offenders (the ‘crime condition’).

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We process personal information where it is necessary for our legitimate interests in promoting our services, maintaining customer relationships, and improving the relevance and effectiveness of our communications.

This includes using personal data to:

• provide customers with relevant information about our holiday park, including offers, promotions, and seasonal updates
• inform existing customers about services or experiences that may be of interest based on previous bookings or interactions
• improve our marketing and communication strategies so that they are more relevant and useful to our customers
• maintain engagement with customers who have previously used our services

We only use personal information in this way where it is necessary and proportionate, and where it does not override the rights and interests of individuals. We take steps to ensure that marketing is targeted appropriately, not excessive, and respects marketing preferences at all times. Individuals can opt out of marketing communications at any time, and we will always respect those choices. We regularly review our marketing practices to ensure they are fair, transparent, and compliant with data protection law.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for legal requirements are:

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We process personal information where it is necessary for our legitimate interests in ensuring our business operates in a compliant, accountable, and responsible manner. This includes using personal data to:

• maintain accurate financial and operational records to support tax, accounting, and reporting requirements
• ensure compliance with applicable health and safety legislation and industry regulations
• manage and retain records in a way that supports audits, inspections, and regulatory checks
• protect the business and our customers by ensuring we meet our legal and contractual obligations

Using personal information in this way helps us operate safely, lawfully, and transparently, which benefits both our organisation and our customers by ensuring services are delivered responsibly and in compliance with the law. We only process the minimum amount of personal data necessary for these purposes and apply appropriate safeguards to protect individuals’ rights. We regularly review our processes to ensure that they remain proportionate and do not have an unjustified impact on privacy.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

We process personal information where it is necessary for our legitimate interests in effectively managing, investigating, and resolving customer queries, complaints, and claims relating to our services. This includes using personal data to:

• respond to customer enquiries and resolve issues quickly and accurately investigate complaints about bookings, services, facilities, or experiences at our holiday park
• handle disputes, including refund requests or service-related concerns
• manage and assess claims, including those involving damage, loss, or personal injury
• maintain accurate records of complaints and investigations to ensure consistency and fairness in how issues are handled improve our services by identifying recurring issues or areas for improvement

Using personal information in this way helps us provide a fair, efficient, and reliable complaints handling process, which benefits both our customers and our organisation. We only use personal data where it is necessary and proportionate to resolve the issue and we take steps to ensure that individuals’ rights and interests are protected. This includes limiting access to relevant staff, keeping information secure, and retaining data only for as long as needed. We balance our legitimate interests against the rights and freedoms of individuals and ensure that our approach does not have an unjustified impact on privacy.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

Directly from you

CCTV footage or other recordings

Insurance companies

Legal and judicial sector organisations

Third parties:

We may receive personal information from third parties including:

• Online booking platforms and travel agents where guests make bookings through those services
• Family members, friends or other individuals who make enquiries or bookings on behalf of guests
• Insurance companies and claims handlers in relation to incidents, complaints or claims.
• Solicitors or other legal representatives where they are acting on behalf of a guest or claimant
• Payment service providers and reservation system providers involved in processing bookings and payments

How long we keep information

We retain personal information only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance and regulatory requirements.

Typical retention periods include:

Booking and financial records – up to 7 years.

Customer enquiries – up to 2 years.

Complaints, incidents and claims records – up to 6 years after closure.

CCTV recordings – generally retained for a limited period unless required for investigation.

Marketing records – until consent is withdrawn or no longer required.

Information is securely deleted or destroyed when no longer required.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

We use carefully selected third-party service providers to support the operation of our business.

These include:

• Amazon Web Services (AWS) – hosting and storage services used to support compliance, financial records and booking history.
• Booking Experts (Netherlands/UK) – booking and reservation management, customer accounts and customer communications.
• Sage 50 (UK) – accounting and financial management services.
• ParcVu (UK) – customer account administration and communications.
• Prime (UK) – business administration and record management systems used to maintain operational records and customer-related information.
• Mailchimp (USA) – email marketing and customer communications.
• Google LLC (Google Workspace) (USA) – cloud-based productivity and collaboration services used to record and manage customer enquiries, sales leads and business records.
• Meta (USA) – used for customer message handling (e.g. Meta Business Suite / messaging tools). Customer data is not used for advertising purposes.
• TikTok – (China) used for customer message handling. Customer data is not used for advertising purposes.
• Microsoft 365 (Microsoft) (USA) – email, document management, and business operations including customer-related correspondence.
• SendGrid (Twilio SendGrid) (USA) – email delivery service used for website enquiry forms and automated emails. Does not use customer data for marketing purposes unless configured by the controller.
• Barsbank Limited (UK) – used to manage customer/owner accounts and related records.
• Hyve Managed Hosting (UK) – server used to manage customer/owner accounts and related records
• Sparkpost Email (UK) – used to manage customer/owner accounts and related records

Where personal information is transferred outside the UK, we ensure that appropriate safeguards are in place in accordance with UK data protection legislation.

Others we share personal information with

We may share personal information with the following types of third parties where necessary to provide our services, manage bookings, operate our business, or comply with legal obligations:

• Insurance companies, claims handlers and loss adjusters – to handle insurance-related matters, incidents and claims involving guests, visitors or the business
• Legal advisors and solicitors – where we need legal advice or representation, or where they are acting on behalf of a customer or claimant
• Emergency services (police, ambulance, fire service) – in the event of an emergency or where there is a risk to health, safety, or security
• Financial institutions and fraud prevention organisations – to process payments, prevent fraud, or investigate suspicious transactions
• Regulatory and public authorities (e.g. HMRC, ICO, courts, or local councils) – where we are legally required to provide information or respond to lawful requests
• Debt collection agencies – where necessary to recover outstanding payments

Sharing information outside the UK

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

Organisation name: Booking Experts B.V.
Category of recipient: Booking and reservation system provider (data processor)
Country the personal information is sent to: Netherlands
How the transfer complies with UK data protection law: UK adequacy regulations

Organisation name: Google LLC (Google Workspace)
Category of recipient: Cloud productivity and business administration services provider
Country the personal information is sent to: United States of America
How the transfer complies with UK data protection law: UK Extension to the EU-US Data Privacy Framework (UK-US Data Bridge), where applicable, and other appropriate safeguards.

Organisation name: Intuit Mailchimp
Category of recipient: Email marketing and communications provider
Country the personal information is sent to: United States of America
How the transfer complies with UK data protection law: UK Extension to the EU-US Data Privacy Framework (UK-US Data Bridge), where applicable, and other appropriate safeguards.

Organisation name: Amazon Web Services (AWS)
Category of recipient: Cloud hosting and storage services provider
Country the personal information is sent to: United States of America
How the transfer complies with UK data protection law: The transfer is protected by appropriate safeguards in accordance with UK data protection law, including the UK Extension to the EU-US Data Privacy Framework (UK-US Data Bridge), where applicable, and other approved transfer mechanisms.

Organisation name: Meta Platforms Inc.
Category of recipient: Customer messaging and communications service provider
Country the personal information is sent to: United States of America
How the transfer complies with UK data protection law: Transfers are protected by appropriate safeguards, including the UK Extension to the EU-US Data Privacy Framework (UK-US Data Bridge), where applicable, and/or Standard Contractual Clauses (SCCs).

Organisation name: TikTok
Category of recipient: Social Media and communications service provider
Country the personal information is sent to: China
How the transfer complies with UK data protection law: Transfers are protected by appropriate safeguards, including the UK International Data Transfer Agreement (IDTA) or Standard Contractual Clauses (SCCs), as applicable.

Organisation name: Microsoft Corporation (Microsoft 365)
Category of recipient: Cloud-based productivity, email, and business operations provider
Country the personal information is sent to: United States of America
How the transfer complies with UK data protection law: Transfers are protected by the UK Extension to the EU-US Data Privacy Framework (UK-US Data Bridge), where applicable, and/or Standard Contractual Clauses (SCCs).

Organisation name: Twilio SendGrid
Category of recipient: Email delivery and communications service provider (used for website enquiry forms and transactional emails)
Country the personal information is sent to: United States of America
How the transfer complies with UK data protection law: Transfers are protected by the UK Extension to the EU-US Data Privacy Framework (UK-US Data Bridge), where applicable, and/or Standard Contractual Clauses (SCCs).

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

Email: dataprotection@normanhurst.net

Post: Data Protection, Normanhurst Enterprises Limited 9 Burscough Street ORMSKIRK Lancashire L39 2EG

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO. 

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Privacy Notice Version 1.0

Last updated: June 2026