Privacy Policy

WHO is the CONTROLLER of your personal data?

Star Pubs & Bars Limited and Heineken UK Limited (collectively referred to as "we", "us", or "our" in this privacy notice) are part of the Heineken group. When we mention "we", "us" or "our" in this privacy notice, we are referring to the relevant company which is responsible for processing your personal data. Unless we inform you otherwise, the controller will be Star Pubs & Bars Limited. However, where processing of personal data is undertaken by Heineken UK Limited for their own independent purposes (for example in connection with a marketing campaign), that entity will be a separate controller of your personal data. The contact details for each controller are as follows:

Our Contact Details:

If you have any questions about this privacy notice or our processing activities, we can be contacted as follows:

It is important that you read this privacy notice together with our Cookie Policy and any terms of use that apply to the services or Website which are presented to you. If you submit orders through Star Pubs & Bars Online, please review the privacy notice available at which describes how we look after any personal data that you submit through that website. This privacy notice supplements the other notices and is not intended to override them.

HOW and WHAT data do we collect about you?

We respect your privacy and are committed to protecting your personal data. This privacy notice describes how we look after your personal data when you:

  • provide your contact details when you visit one of our pubs in order to assist the NHS England Test and Trace, NHS Wales Test, Trace, Protect and NHS Scotland Test and Protect programmes;

  • apply to become a tenant/operator at one of our pubs;

  • take on the role of tenant/operator at one of our pubs;

  • act as a guarantor to support a tenant/operator’s application;

  • visit our website (“Website”);

  • visit a venue where we sponsor the Wi-Fi services (“Wifi Services”);

  • use social media profiles where you have agreed for data to be shared with us (“Social Media Platforms”); or

  • generally engage with us including by contacting us via our Website, email or telephone with an enquiry or complaint,  taking part in a competition or purchasing products or services from us (“Engagement”).

Personal data, or personal information, means any information about an individual from which that person can be identified. We collect this information directly from you during any application process, on-going business relationship or Engagement with you, as well as automatically through your use of our Website. We also collect this information indirectly from Wireless Social Limited (our third party provider of the Wifi Services at certain venues). Depending on the nature of our interaction with you, we collect different categories of information about you from time to time which we have grouped together as follows:

Identity Data

name, username, title and place and date of birth and personal characteristics including age and gender

Contact Data

billing address, delivery address, email address and telephone numbers

Applicant Data

work history, qualifications. National Insurance number, right to work documentation and proof of identity

Financial and Transactional Data

credit history, bank account and card payment details, and details about payments as well as products and services purchased from us

Profile Data

preferences, feedback, survey responses and interests including activities noted on Social Media Platforms (for example, Facebook likes/groups)

Technical and Usage Data

information about how you use our products, services, Website and the Wifi Services such as internet protocol (IP) address, cookies, mobile device ID, any login data, browsing history, browser type and version, time zone setting and location, viewed pages with date and time stamp (log information), browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our Website

Marketing and Communications Data

preferences in receiving communications and marketing from us

Location Data

GPS-based location information from your use of our Website, the Wifi Services or Social Media Platforms via your smartphone(s), tablet(s) or other devices

Photo and Video Data

Photos and or video footage of you captured when you attend any events hosted or sponsored by us in one of our pubs or elsewhere (your attention will always be drawn to any photography or filming that is taking place, and your consent will be obtained where required)

Inferred Data

which is inferred or derived from the data we collect, for example inferences about your interests based on your Identity Data or Location Data

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific Website feature or using the Wifi Services and visiting venues where we supply our products. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not knowingly process any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sexual orientation, political opinions, trade union membership, information about your health or genetic and biometric data). Nor do we process any information about criminal convictions and offences.

We do not knowingly collect personal data relating to children and have age verification processes on our Website and as part of the Wifi Services. Further, we do not market our products or services to anyone under the age of 18.

WHY do we collect your personal data?

We collect the above categories of personal data about you for the following purposes:

  • To comply with our legal obligation to collect contact details of visitors to our venues in order to assist the NHS England Test and Trace, NHS Wales Test, Trace, Protect and NHS Scotland Test and Protect programmes and help to contain the spread of COVID-19.  We will only share details collected about you for this purpose with NHS England Test and Trace, NHS Wales Test, Trace, Protect or NHS Scotland Test and Protect if requested, and your details will not be shared or used for any other purpose;

  • To verify if you would be a suitable tenant/operator (in response to your application) – this includes using the information that you have provided for the purposes of verifying your identity and carrying out anti-money laundering and credit checks against you (this may include use of a credit reference agency or other third parties);

  • To perform a contract we have in place with you, including managing payments, fees and charges and delivering the requested product or service;

  • To enable you to make bookings at our managed outlets;

  • To communicate with you – this includes where we manage our relationship with you, where we respond to complaints or enquiries, where we invite you to events, or where we make suggestions to you about various products and services that you could benefit from;

  • To improve our services to you – this includes asking you to complete surveys about how we can improve the services we offer you and/or the application process, recording customer calls to our Customer Hub for quality and training purposes, or asking you for information on how we can improve our Website or our Engagements with you;

  • To maintain and optimise our Website – this includes where we need to solve performance issues, including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data, to improve the availability of the Website and to secure the Website against fraud;

  • To protect our business and prevent or detect crime – this includes recording calls that are placed with our Customer Hub for fraud prevention purposes, and the use of CCTV across our managed pub estate;

  • For data analytical purposes in order to improve our products/services, marketing, customer relationships and experiences;

  • To improve our marketing strategies so that we can send you relevant offers and content; by creating individual profiles and profiled audience segments so that we can tailor our content to you, in particular when we sponsor Wifi Services or use data management platforms; and by using Location Data to send targeted content based on your location;

  • To improve our marketing strategies by ‘matching’ data we have collected, such as your e-mail address, with your profile on a Social Media Platform so that we can show you marketing content which may be of interest to you (for example, by using Facebook Custom Audiences);

  • To improve our internal business processes by giving our colleagues the tools to develop their skills (including through monitoring call quality); and

  • To satisfy our legal obligations and to defend and exercise our legal rights.

We will only use your personal data for the purposes above, unless we reasonably consider that we have another appropriate reason and that reason is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Further information on the circumstances in which we collect your data is available in Annex 1 of this privacy notice.

What is our LEGAL BASIS for collecting your Data?

Under data protection laws, we must have a legal basis under which we process your personal data. When we collect and use your information, we do so under one of the following:

  1. We have a legitimate interest as a business;

  2. To perform a contract we have with you;

  3. To comply with a legal obligation; or

  4. If you have given us your consent.

Legitimate Interest as a business means conducting and managing our business to enable us to give you the best service and to promote and grow our business. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We will not use your personal data for activities unless we have a compelling interest which is not overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party, such as entry into a promotion or subscription to a particular service, or to take steps at your request before entering into such a contract.

Compliance with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to, such as anti-money laundering legislation.

With your consent, this can only be relied on by us as a legal basis for processing where your consent has been freely given, is unambiguous and clear (i.e. you have actively opted into a service we provide by ticking a box). If you provide us with your consent to process your data at any point on our Website or in connection with the Wifi Services or on a Social Media Platform, you can withdraw it at any time, and we will stop all processing activities that were based on consent as a legal basis for processing. Please note we may still process the data if we have another lawful basis for processing (in most instances, this will be for a more limited purpose e.g. back-up storage or to record a withdrawal).

Further information on the relevant purposes and linked legal basis are set out in Annex 1 of this privacy notice.

Where we need to collect personal data due to a legal or regulatory obligation, or in relation to the performance of a contract, and you do not provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). We will notify you of this at the time.

WHO do we share your personal data with?

In order to ensure that we provide the best service to you, we may from time to time have to share your personal data with the parties set out below for the purposes and on the legal basis as set out in the table in Annex 1:

  • Internal third parties - other companies in the Star Pubs & Bars/Heineken group based within the EEA and the UK;

  • External third parties – we share your personal data with third parties which include:

  • service providers such as solicitors, accountants, surveyors, stock takers, providers of property repair and property security services, payment processing providers and distributors who assist us to ensure that we meet our legal and regulatory obligations (e.g. property maintenance, health and safety, tax and pubs code compliance), and in order to fulfil our obligations under the terms of our tenancy agreements;

  • suppliers such as coffee suppliers, satellite TV (SKY), WiFi (BT) and web-hosting companies in order to fulfil any requests that our tenants have made for those services;

  • credit reference agencies (“CRA”) - where you submit an application to become one of our tenants, we will supply your personal information to a CRA, and they will give us information about you, such as your financial history, for the purposes of carrying out identity and credit checks against you. Please note that CRAs may also share your information with other interested parties for credit reporting purposes. The identities of CRAs and details of the ways in which they may use your personal information are explained in more detail online at

  • Independent debt recovery and tracing agencies for the purpose of collecting monies due or outstanding on our tenants’ accounts;

  • regulators (Pubs Code Adjudicator), local licensing authorities, the Health & Safety Executive, the Police and HMRC, to comply with any legal or regulatory requirements or investigations;

  • NHS England Test and Trace, NHS Scotland Test and Protect or NHS Wales Test, Trace, Protect in connection with the collection of contact details at our pubs for COVID-19 contact tracing purposes;

  • operators of our managed outlets for the purposes of fulfilling table bookings that you have submitted through our managed outlet websites;

  • first and third party advertising companies and media agencies for marketing and research purposes;

  • marketing agencies based within and outside the EEA and UK who provide promotional and prize fulfilment services on our behalf;

  • our data storage provider(s) based within the EEA and UK who securely stores consumer data obtained through competitions on our behalf;

  • our data management platform provider, Relay42, who provides us with marketing strategy services;

  • third party providers of social media platforms (including Facebook) and the Wifi Services (including Wireless Social);

  • courts, parties to litigation and professional advisers where we reasonably deem it necessary in connection with the establishment, exercise or defence of legal claims;

  • our technical dispense equipment service provider, Serviced Dispense Equipment Limited, and their subcontractor, Innserve Limited, to install, maintain and remove dispense equipment;

  • our insurance claims manager, QuestGates, and our insurance companies for the purposes of valuing and making insurance claims; and

  • a purchaser or parties interested in purchasing any part of our business.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. Where third parties act as processors on our behalf, we only permit them to process your personal data for specified purposes and in line with our instructions.

International transfers

Our external third parties may be based outside the UK or the EEA. Whenever we transfer your personal data out of the UK or the EEA, we ensure that the same level of protection is afforded to it by ensuring at least one of the following safeguards are put in place:

How SECURE is my data?

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They are subject to a duty of confidentiality.

Unfortunately, no transmission of information over the internet can be completely secure, and you should also note that the security of information depends in part on the security of the computer you use to communicate with us and the security you use to protect account information and passwords, so please take care to protect this information.

Our Website and the Wifi Services include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third party websites, plug-ins or applications and are not responsible for their privacy statements. We encourage you to read the privacy notice of every website you visit and third party service/application that you use.

How LONG will my personal data be used for?

We will only retain your personal data to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Further retention details for specific aspects of your personal data are noted in Annex 1.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

What MARKETING and PROFILING activities do we carry out?

From time to time, you may receive tailored marketing communications from us if you have:

  • requested information from us;

  • purchased goods or services from us;

  • provided your details for the purposes of the Wifi Services; and/or

  • entered a competition or registered for one of our promotions.

You will not receive marketing communications from us in any of the above scenarios if you have opted out of receiving that marketing. Where you have not opted out, you will only receive marketing communications from us in the above scenarios if the marketing is confined to online advertisements or marketing that is not direct to you. We will only send direct electronic marketing (e.g. via emails or SMS), where we have your express consent.

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. Where you have given us your consent, we may use your Identity Data (such as your age or gender), Contact Data (your e-mail address), Profile Data (your preferences and interests), Technical and Usage Data, Marketing and Communications Data and Location Data, together with Inferred Data, to form a view on what we think you may want or what may be of interest to you and to understand your purchasing trends. We may also use data which has been collected from third parties to enrich the data we hold relating you in order to build a fuller picture of what may be of interest to you. This profiling activity informs how we decide which products, services and offers may be relevant to you, and to send you tailored communications regarding these.

You can ask us, or third parties acting on our behalf, to stop sending you marketing messages at any time by contacting us at Where you opt out of receiving these marketing messages, we will no longer conduct any marketing unless you opt-in again at a later point. Please note that where we have another lawful basis for processing, we will continue to process personal data for other purposes – for example, we may process information provided to us in connection with an Engagement on the basis of contract necessity.

You can use the cookie banner to accept or reject non-essential cookies, including advertising cookies. Please see our separate Cookie Policy for more detail on this and how to control your preferences using the cookie preferences centre.

Please note that other than the profiling activities described here, we do not carry out any automated decision making processes which could have a legal or significant impact on you.

What are my RIGHTS?

Under certain circumstances, you have various rights in relation to your personal data under data protection laws. If you wish to exercise any of these rights, please email us at

You will not have to pay a fee to access your data or exercise any of your other rights, but please note that we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

In order to respond to any request in relation to your data access rights, we may need to request specific information from you to help us confirm your identity. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

You have the right to:

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases we may demonstrate that we have compelling legitimate grounds to process your information which overrides your rights and freedoms.

You also have the right to:

  • Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you;

  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected;

  • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it, or where you have successfully exercised your right to object to processing (see box above);

  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it;

  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you; and

  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain services to you. We will advise you if this is the case at the time you withdraw your consent.

You also have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues ( We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance using the details at the start of this notice.

This version was last updated in September 2020.

Annex 1


Type of data

Lawful basis for processing including basis of legitimate interest

Retention period

To collect your contact details when you visit one of our pubs in accordance with our legal obligation to assist the NHS England Test and Trace, NHS Wales Test, Trace, Protect and NHS Scotland Test and Protect programmes

  • Identity

  • Contact

Limited to first name, surname, telephone number, the date, time and name of the pub visit

To comply with our legal obligation to conduct contact tracing in Scotland, England and Wales

21 days from the date of collection

To process your application to become a tenant/operator in one of our pubs

  • Identity

  • Contact

  • Applicant

Necessary for our legitimate interests (recruitment of tenants/operators and internal administration)

6 months after notification to you that your application was unsuccessful, or 6 years following the termination of the tenancy agreement if successful

To register you as a new tenant/operator if your application is successful

  • Identity

  • Contact

  • Applicant

Performance of a contract with you

6 years following the termination of the relationship

To add unsuccessful applications to our talent bank of excellent candidates so that we can contact you when suitable opportunities to become a tenant/operator of one of our pubs arises

  • Identity

  • Contact

  • Applicant

Consent, where expressly provided by you

Contact details are removed from our talent bank after three unresponsive contacts have been made to you, or if you notify us that you no longer wish to be contacted by us (whichever is the earlier)

Where we perform the contract we have in place with you for the purchase of products, including managing payments, fees and charges

  • Identity

  • Contact

  • Financial and Transactional Data

Performance of a contract with you; and

To perform our legal obligations

After the duration of your contract with us has expired, our online sales records will be retained by us for 7 years or longer if required by tax or corporate bookkeeping

To deter crime and ensure the personal safety and security of visitors and staff through the use of CCTV in our managed pub estate

  • Identity

Necessary for our legitimate interests (to protect the safety and security of visitors and staff at our sites and assist in criminal investigations)

Video footage will be retained for a limited time before it is automatically deleted.  The retention of CCTV is determined by any specific requirements as specified by the local licensing authority in the premises licence, as well the need to investigate health and safety incidents or criminal incidents, including in connection with any legal proceedings or requests from law enforcement authorities

To manage our relationship with you and communicate with you, which may include:

  • responding to any complaints or specific requests made by you;

  • liaising with you in relation to any incidents at one of our pubs;

  • sending you newsletters or alerts that you have asked to receive;

  • notifying you about changes to our terms or privacy policy

  • Identity

  • Contact

  • Profile

  • Usage

  • Marketing and Communications

Performance of a contract with you; and

Necessary for our legitimate interests (for running our business)

Customer services will retain all information for 1 year from when the compliant/issue/incident is resolved

If you no longer wish to receive any e-mails/alerts from us, you can unsubscribe at any time, and we will remove your email address within 30 days of receiving your unsubscribe notification, unless it requires to be retained for other purposes as listed in this privacy notice

To administer and protect our business and our Website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)

  • Identity

  • Contact

  • Technical and Usage

Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise); and

Necessary to comply with a legal obligation

26 months from Website visit

To use data analytics to improve our Website, products/services, marketing, customer relationships and experiences

  • Technical and Usage

  • Location

Necessary for our legitimate interests (to define types of customers for our products and services, to keep our Website updated and relevant, to develop our business and to inform our marketing strategy)

26 months from Website visit

To improve our marketing strategies and create individual profiles and profiled audience segments (including custom audiences), and to enrich existing profiles using third party data, so that we can issue tailored marketing content and offers, including sending you targeted content based on your location.

  • Identity

  • Profile

  • Technical and Usage

  • Marketing and Communications

  • Location

  • Inferred Data


Data will be processed until an opt-out / objection is received or consent is withdrawn as applicable.

To send you online advertisements or marketing which isn’t tailored to you but forms part of a wider brand campaign or initiative.

  • Identity (limited to age and gender)

  • Profile

  • Marketing and Communications

Necessary for our legitimate interests (to maintain the relevance of our brand and reputation and to grow our business by serving consumers with advertising relating to our brands).

Where required by privacy laws, Consent

Data will be processed until an opt-out / objection is received or consent is withdrawn as applicable.

To conduct market research with unsuccessful or withdrawn candidates

  • Identity

  • Contact

  • Applicant

Necessary for our legitimate interest (to improve and streamline application process)

2 weeks after notification to you that your application was unsuccessful / after you have withdrawn your application (as applicable)

To send you direct electronic marketing (i.e. via SMS, email or direct messaging through social media platforms) relating to our brands which we consider may be of interest to you.

  • Identity

  • Contact

  • Profile

  • Marketing and Communications


Data will be processed until an opt-out / objection is received or consent is withdrawn as applicable.