WILLOW & WREN LTD — PRIVACY POLICY

Last updated: 6th Jan 2026
Willow & Wren Ltd (“we”, “us”, “our”) is committed to protecting your personal information and respecting your privacy.
This Privacy Policy explains how we collect, use, store, and protect your data when you visit our website, contact us, or book travel arrangements through us.
We operate as a luxury travel concierge and life-event travel organiser. Willow & Wren Ltd is a member of Protected Trust Services (PTS), ensuring all client monies are handled securely and in accordance with strict UK financial protection requirements.
By using our services, you agree to the practices described in this Privacy Policy.
1. Who We Are
Willow & Wren Ltd
Company No: 16345801
Registered Office: Dale Lodge, Flaxton, York YO60 7SJ
Email: enquires@willowandwrentravel.co.uk
Telephone: 07495747964
We act as a data controller for the personal information you provide.
2. What Personal Data We Collect
We collect only the information necessary to design and deliver your travel arrangements safely and professionally.
Information you provide directly:
Full name(s)
Email address
Telephone number
Postal address
Passport information (for booking travel)
Date of birth
Emergency contact details
Travel preferences (dietary needs, interests, celebration type, mobility needs, etc.)
Payment information (processed securely via PTS)
Consultation notes relating to your travel requirements
Information collected automatically (website):
IP address
Browser type
Device type
Cookies & analytics data (see cookies section)
Special category data
We do not routinely collect special category data. However, if you share health-related information (for example, pregnancy status for a babymoon, mobility requirements, or medical needs), we handle this confidentially and only use it to tailor your travel safely.
We will never request more information than is necessary.
3. How We Use Your Information
We use your personal data for the following purposes:
To provide our travel services:
Designing personalised travel itineraries
Making bookings with airlines, hotels, DMCs, cruise lines and other suppliers
Processing payments securely through PTS
Providing documents, confirmations, and travel updates
Ensuring safety, preferences and celebration requirements are met
For business administration:
Internal record keeping
Supplier and booking management
Compliance with UK travel regulations, PTS requirements and financial protection laws
Fraud prevention and security
For communication:
Responding to enquiries
Sending trip proposals and confirmations
Providing support and assistance before, during, and after travel
We never sell or share your data for marketing outside of Willow & Wren.
4. Lawful Basis for Processing
We only process your data when legally permitted under GDPR:
Contract: to provide the travel services you have requested
Legal obligation: financial protection, accounting and regulatory requirements
Legitimate interests: internal business processes and service improvement
Consent: for optional marketing or where sensitive information is shared
You may withdraw consent at any time.
5. Who We Share Your Data With
We share your information only when necessary to deliver your travel arrangements or to comply with UK law.
This includes:
Airlines
Hotels & resorts
Destination management companies (DMCs)
Cruise and expedition operators
Rail operators
Travel insurance providers
Transfer companies, chauffeurs, yacht operators
Experience providers (restaurants, tours, photographers, etc.)
Protected Trust Services (PTS) for secure payment handling
All suppliers receive only the information required to fulfil your booking.
We do not share your data with third parties for advertising purposes.
6. How Your Data Is Stored & Protected
We take strong measures to safeguard your personal information, including:
Encrypted data storage
Restricted internal access
Secure PTS payment systems
Secure supplier communication
Password-protected devices and booking platforms
We retain your data only for as long as necessary to fulfil our legal and operational obligations, typically 6 years for accounting and travel records.
7. International Transfers
Many travel suppliers are located outside the UK and EEA.
When sharing data internationally, we ensure appropriate protection, including:
Adequacy agreements
Standard contractual clauses
Secure transmission
We only work with reputable suppliers who comply with international data protection expectations.
8. Your Rights
Under UK GDPR, you have the right to:
Access your personal data
Correct inaccurate data
Request deletion (“right to be forgotten”)
Restrict processing
Object to processing
Request data portability
Withdraw consent at any time
To exercise these rights, contact: kate@willowandwrentravel.co.uk
9. Cookies & Website Analytics
We use cookies to improve website performance, user experience, and analytics.
You may disable cookies through your browser settings.
A full Cookie Policy can be provided separately if you’d like one.
10. Marketing Preferences
We only send marketing communications with your explicit consent.
You can unsubscribe at any time by clicking the link in our emails or contacting us directly.
11. Financial Protection
All bookings made through Willow & Wren Ltd are processed through Protected Trust Services (PTS).
Client funds are held securely in an independent trust account, ensuring full financial protection until paid to suppliers.
This protects you in the event of supplier failure or unforeseen issues.
12. Changes to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website.
13. Contact Us
If you have any questions about this policy or how your data is handled, please contact:
Willow & Wren Ltd
Email: enquiries@willowandwrentravel.co.uk       
Telephone: 07495747964
Address: Dale Lodge Flaxton York YO60 7SJ