Privacy Policy

Mosaic

Legal information

Privacy Policy

Last Updated: 20th January 2022

Thank you for visiting Mosaic Fulfilment Solutions

Your privacy is important to us. This Privacy Policy is where we explain to you what personal information is collected when you visit our site and purchase goods and services from us. This policy also explains how your personal information is collected, how we may use that information, where we store it, how long we store it for, and how we protect it. We will also explain your rights in relation to your personal information.

Please read the following carefully to understand our views and practices regarding your personal information and how we may collect it and treat it.

For convenience, we have divided our data protection policies into three separate areas:

Our Privacy Policy

This policy explains generally how we collect, use, store, and protect your personal information.

Our Cookie Policy

Our Cookie Policy and explains more about how we may collect personal information about you via cookies (it also explains what cookies are).

Our Retention Policy

You can find out how long we may hold onto your personal information

If you have any questions please do not hesitate to contact us at & you can find our contact details at the bottom of this page.

WHO WE ARE

We are Mosaic Fulfilment Solutions Ltd. We are registered in England & Wales as a limited liability company. Our registered number is 06891662 and our registered office is at York House, Wetherby Road, York, YO26 7NH.

We also have three specialist businesses that form the MFS Group. These three businesses are Telebank Limited, CommittedGiving Ltd, and Thorn Distribution Limited.

But, for the purposes of this Privacy Policy, it’s just easier if we refer to ourselves as “we”.

WHAT THIS PRIVACY POLICY GOVERNS

This Privacy Policy applies to our site, www.mosaicfs.co.uk, and also includes our subsidiary businesses Telebank Limited, CommittedGiving Ltd, and Thorn Distribution Limited, and any goods and services that we may provide to you through our site or any of our businesses (we’ll just call these “our services” for short).

In the context of this Privacy Policy “personal information” means information which, on its own or in combination with other information, can be used to identify you, in particular by reference to an identifier such as your name, your address, or location data.

Provided that you consent to us collecting your personal information when you visit our site or purchase goods or services from us then this Privacy Policy will govern how we may use that personal information.

Because we are a business located in England & Wales the personal information that you give us or that we collect from you will be held under English data protection legislation (but we’ll just refer to this as “the legislation”).

The legislation requires that we tell you that we are a data controller for your personal information or, in other words, we determine the purposes for which and the manner in which any of your personal information are, or are to be, processed by us.

HOW YOU CONSENT TO US COLLECTING YOUR PERSONAL INFORMATION

You can consent to us collecting your personal information in two (2) different ways, either through our site or when you purchase goods and services from us.

Our website

When you visit our site, you should see a pop-up at the bottom of your screen directing you to this Privacy Policy and our Cookie Policy.

By clicking or selecting the “I Agree” button that appears in the pop-up then you are demonstrating to us that you are freely giving us informed and specific consent for us to collect and process your personal information for the purposes specified in this Privacy Policy and you are accepting and consenting to the practices described.

If you do not see a pop-up at the bottom of your screen then you may have already accepted our Privacy Policy and our Cookie Policy. You may also be using a pop-up blocker or similar tools that may prevent this policy from being brought to your attention. Please ensure that any pop-up blockers are disabled when you use our site. We cannot be held liable to you if you use pop-up blocks or similar tools that prevent us from complying with our obligations under the legislation.

There is still some information that we may automatically collect about you – this normally isn’t personal information but rather technical information sent by your device and used to connect your computer, tablet, or mobile device to the Internet, including your browser type and version, the time when you visit our site, your time zone setting, certain browser plug-in types and versions, operating system and platform. This type of information is sent by you to our site automatically and it isn’t something that we can prevent. We only use this information to administer our site including troubleshooting, load testing, traffic throughput, data analysis, performance testing, and for anonymised research and statistics purposes that we only use internally.

Goods and Services

If you are one of our customers or our suppliers then, as part of the contractual arrangements been you and us, we will include a copy of this Privacy Policy. You will be required to read, understand, and accept the terms in this Privacy Policy before we can collect your persona information and before we can provide you with goods and services. It is important to understand that, as a business, we require certain pieces of personally identifiable information from you in order to provide you with goods and services, to protect our business, and to meet certain legal and contractual obligations.

We will only hold your personal information as detailed in our Retention Policy.

INFORMATION WE MAY COLLECT

If you consent to us collecting your personal information then we may process the following data about you:

Information you give to us:

You may give us personal information about you by filling in forms on our site, entering into a contract with us, completing various paper-based forms, and by corresponding with us by phone, e-mail or otherwise. This includes information you may provide to us when you register to use our site, receive goods and services from us, search our site, enter a competition, promotion or survey, and when you report a problem with our site.

The information you give us may include:

  • Your name;
  • Address;
  • E-mail address;
  • IP address;
  • Financial and credit card information;
  • Personal description; and
  • Photographs and/or videos.

Information we collect about you

Our website

When you visit our site, we may collect information about you, including which pages you have visited (including date and time) which services and pages you viewed or searched for, page response times, download errors, files downloaded, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from a page and any phone number used to call our customer service number.

The purpose of this information is to allow us to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, improving our site to ensure that content is presented in the most effective manner for you and for your computer, and as part of our efforts to keep our site safe and secure.

Goods and Services

If you are one of our customers or suppliers when we may collect information about you during the registration and negotiation process. We may also collect information about you as part our service offerings, for example, we may ask for details about recipients of goods. The purpose of this information is to allow us to protect you with the goods and services agreed in the contract between you and us or in accordance with any orders that you may have made with us. We use this information to fulfil our contractual obligations, to meet our own legal requirements as a business, and to better understand your business and how we can best serve your requirements.

Information we receive from other sources:

Data collected from any of the other businesses divisions that we operate, for example Mosaic Studio, may be shared internally and combined with data collected by our other businesses. We are also working closely with third parties (including, for example, sub-contractors in technical, payment and delivery services, analytics providers, search information providers, and credit reference agencies) and may receive information about you from them.

HOW WE MAY USE YOUR PERSONAL INFORMATION

When you give us your personal information then we may use it to:

  1. Carry out our obligations from any contracts entered into between you and us and to provide you with information that you request from us.
  2. Provide you with information about our goods and services.
  3. Ensure that content from our site is presented in the most effective manner for you and for your computer.

If you provide us with your e-mail, telephone or mobile number then we may contact you by these electronic means (e-mail or SMS). However, we will not use your personal information for marketing purposes without your express consent.

If you do not wish to receive any information by electronic means then please get in touch with us.

Marketing

If you opt-in to receive information about us then, depending on what personal information we hold about you, we may decide to contact you via:

  • E-mail;
  • SMS;
  • Telephone or
  • Post

You may opt-in to receive general business or product information or we may ask you to opt-in on a case by case basis.

We will do our best to let you know what method or methods of communication we will use. Don’t forget, you can always opt-out from receiving communications from us after you have opted-in or you can tell us that you only want to receive communications in a particular manner, or about a particular element of our business. Depending on the type of campaign we might give you the ability to select how you would like to be contacted but this might not always be possible due to technical issues.

If you opt-in to receive communication then we may need to pass your personal information to select third parties who are responsible for facilitating communication with you on our behalf. For example, we may need to pass some of your personal details if you wish to be contacted via SMS because we need to partner with a third-party business to provide us with this ability.

No third-parties are currently in use, this will be amended as and when a third-party comes into use.

If you have opted-in to receive communications but that organisation is not listed above then this might be because we are using that organisation or service on a one-off basis – in which case, we will let you know. If you are unsure then please get in touch with us.

The purpose of opting into receiving communications from us is to help us better understand you, engage with you, share details about The MFS Group, and to assist us in providing the types of communications that you wish to receive from us. We will not knowingly sell your personal information for marketing purposes or pass your personal information to third parties.

If you are receiving communications from us in error or you have opted-out then please get in touch with us and we apologise for any inconvenience caused.

DISCLOSURE OF YOUR INFORMATION

We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries. The reason for this is that different parts of The MFS Group are responsible for different functions within the business and we need to be able to freely pass your personal information within these various units for operational efficiency, quality of services, and consistency of delivery.

Although we may share your personal information within members of our group, this does not mean that we will use it for advertising or marketing purposes. Unless you opt-in to receive marketing communication we will not contact you unless it is necessary for us to get in touch with you. For example, we may need to get in touch with you if you asked us to provide you with further information about our products or services or if you ask us to provide you with a quote or a delivery update.

Please remember that our Cookies Policy covers matters such as using your personal information for analytics purposes when visiting our site.

In some cases, we may disclose information about you with select third-parties:

  • Credit reference agencies for the purpose of assessing your credit score where this is a condition of us entering into a contract with you or providing you with services.
  • Debt collection agencies where you have breached a condition of any contract entered between us and you.
  • If we or substantially all of our assets are acquired by a third party, in which case personal information held by us about you may be one of the transferred assets.
  • If we are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to enforce any agreements with you, or to protect our rights, property, or safety of our employees, or others./li>

WHERE WE STORE YOUR PERSONAL INFORMATION

The personal information that we collect from you will be stored within The United Kingdom and the European Economic Area. We may also store or transfer certain limited types of personal information outside of the European Economic Area where it is necessary for the purposes of fulfilling the terms of the contract between you and us or where you or your business may be located outside of the European Economic Area. Where we transfer your personal information outside of the EEA then we will ensure that we have provided appropriate safeguards and an adequate level of security for your personal information in order to protect you rights and freedoms.

All personal information you provide to us is stored on our secure servers. [Any online payment transactions will be encrypted using Secure Socket Layer/Transport Layer technology]. [Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.]

Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your data transmitted from our site and any transmission is at your own risk. Once we have received your personal information, we will use strict procedures and security features to try to prevent unauthorised access. We apply a ‘Privacy by Design’ approach to protecting your personal information in order to promote privacy and data protection compliance from the start.

YOUR RIGHTS

You have the right to ask us not to process your personal information or to restrict the purposes for which we may process your personal information. However, if you have an account with us or receive goods and services from us as part of a contract between you and us and you withdraw your consent then we reserve the right to suspend or terminate your access to parts of our site and to the receipt of goods and services from us. It is important to understand that, depending on your relationship with us, it may be necessary for us to hold personal information about you and your withdrawal of consent will no longer make it possible for us to provide you with goods and services. While we will do our best to respect your wishes, we will let you know if your withdrawal of consent will affect any arrangements that you may have with us.

You can also exercise your right at any time by contacting us. If you consented to us collecting and/or processing your personal information but you change your mind then you can get in touch with us about erasing the personal information we hold about you.

Please be aware that, even if we receive a request from you to delete your personal information, it may be that we cannot entirely remove all of your personal information. This is usually because we have a legitimate interest to hold onto some of that personal information, for example, if you have an ongoing contract with us, there are outstanding payments due by you to us, the personal information relates to a third-party such as a one of our suppliers, or we have a legal obligation to retain some or all of your personal information – but we’ll let you know.

ACCESS TO INFORMATION

The legislation gives you the right to access a copy of the personal information that we hold about you.

In order to request a copy, you need to submit a request – details on how to get in touch can be found at the bottom of this page. However, please remember that certain types of data cannot be disclosed to you as part of your request. For example, we cannot disclose information to you which identifies another individual or information that may be subject to legal professional privilege. In many cases we may be required to redact some of the documentation that you receive in order to comply with the legislation.

Additionally, we can’t just release your personal information to anyone. We can only release your personal information to you or an authorised third party who can demonstrate that you consented to have your personal information released – this is a legal requirement. Therefore, it is important for us to ensure that we confirm your identity before we can release any personal information. If you send us a request to provide you with a copy of your personal information then we may ask you to provide some identification. We may ask you to provide a copy of your current and valid passport and/or driving license plus a utility bill (that is no more than 3 months old) and has your current address. We may also ask you to obtain a solicitors or notary publics’ confirmation of your identification.

All of this might sound very onerous but please understand that we have an obligation to protect your personal information and we need to be certain that it is being released to the right person.

WHAT IF I DO NOT CONSENT OR WITHDRAW CONSENT?

If you do not consent to us collecting your personal information then we cannot guarantee the full functionality of our site or the receipt of goods and services from us and cannot be held responsible or liable to you for any reduction or restriction in access to our site or any of our other services.

Our site may, from time to time, contain links to and from the sites of our partners and affiliates. If you follow a link to any of these sites, please note that these sites have their own privacy and cookie policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal information to these sites.

HOW LONG WILL YOU HOLD ONTO MY PERSONAL INFORMATION?

Depending on how you engage with us it may be necessary for us to store your personal information for shorter or longer periods of time. Either way, we will only store your personal information for a legitimate and lawful reason. You can find details on how long we may hold onto your personal information on our Retention Policy which can be found.

CHANGES TO OUR PRIVACY POLICY

We may need to change this Privacy Policy if it’s necessary for legal reasons or to reflect changes to our site and services. In any case, the provisions of this Privacy Policy may be changed without prejudice to your rights. When we change our Privacy Policy we will make the updated Privacy Policy available on our site and we will also update the “Last Updated” date.

Once we change our Privacy Policy, it will become legally binding on you 30 days after we post it on our site. During that period, you’re welcome to contact us if you have questions about the changes.

If you don’t agree with our changes to the Privacy Policy (regardless of whether you get in touch with us) then unfortunately we may need to restrict or limit your use of the parts of our site or the goods and services that require your personal information. We’re sorry we have to say that, but we hope you’ll appreciate that in order for certain parts of our site to function and in order for us to provide you with our goods and services we need to have everyone using our site and our services under the same rules instead of different people having different rules – that’s why we encourage you to get in touch with us if you have queries.

CONTACT US

This Privacy Policy was prepared with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of our collection and use of your personal information. However, we are happy to provide additional information or explanation needed.

If you have any questions, comments or requests regarding our Privacy Policy then please do not hesitate to get in touch with us. To make things easier for both of us we would appreciate it if your queries were addressed to:

Privacy Officer
Mosaic Fulfilment Solutions
York House
Wetherby Road
York
YO26 7NH
United Kingdom

or

COMPLAINTS

If you are not satisfied with the way that we have handled any of your requests or queries relating to our use of your personal data then you can contact the Information Commissioner’s Office at www.ico.org.uk. The Information Commissioner’s Office is the statutory body responsible for overseeing data protection legislation and law in the United Kingdom.

Cookies Policy

Last Updated: 20th January 2022

We hope that you enjoy using our site. We’ve prepared this Cookie Policy to help you better understand and to feel more confident about how we use cookies on our site located at www.mosaicfs.co.uk. We have tried to keep this document as short as we legally can. However, the full text wording is important and legally binding.

Please read the following carefully to understand our views and practices regarding cookies and how we use them when you visit our site.

For convenience, we have divided our data protection policies into three separate areas:

Our Privacy Policy

This policy explains generally how we collect, use, store, and protect your personal information.

Our Cookie Policy

Our Cookie Policy and explains more about how we may collect personal information about you via cookies (it also explains what cookies are).

Our Retention Policy

You can find out how long we may hold onto your personal information

If you have any questions please do not hesitate to contact us at & you can find our contact details at the bottom of this page.

WHO WE ARE

We are Mosaic Fulfilment Solutions Ltd. We are registered in England & Wales as a limited liability company. Our registered number is 04724321 and our registered office is at York House, Wetherby Road, York, YO26 7NH.

We also have three specialist businesses that form the MFS Group. These three businesses are Telebank Limited, CommittedGiving Ltd, and Thorn Distribution Limited.

But, for the purposes of this Cookie Policy, it’s just easier if we refer to ourselves as “we”.

WHAT IS A COOKIE

We use various technologies on our site to collect information that helps us improve your online experience. We refer to these technologies which include cookies, collectively as “cookies”. This Cookie Policy explains the different types of cookies used on our site and how you can control them.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your device. Cookies are widely used throughout the Internet in order to make sites or other online services work, or to be better or more efficient. They can do this because sites and other online services can read and write to the cookies stored on your device, enabling them to recognise you and remember important information that will make your use of them more convenience, for example, by remembering your preferences, username, or showing you pages that you seemed to have a particular interest in.

If you consent to us storing cookies on your computer or other electronic device then you agree that we can store and access cookies as described in this policy.

HOW YOU CONSENT TO US PLACING COOKIES

When you visit our site you should see a pop-up at the bottom of your screen directing you to this Cookie Policy and our Privacy Policy.

By clicking or selecting the “I Agree” button that appears in the pop-up then you are demonstrating to us that you are freely giving us informed and specific consent for us to place cookies on your device for the purposes specified in this Cookie Policy and you are accepting and consenting to the practices described.

If you do not click or select the “I Agree” button that appears in the pop-up then we will not place cookies on your device.

The duration of each cookie that we may place on your computer can be found in our Retention Policy.

If you do not see a pop-up at the bottom of your screen then you may have already accepted our Cookie Policy and our Privacy Policy. You may also be using a pop-up blocker or similar tools that may prevent this policy from being brought to your attention. Please ensure that any pop-up blockers are disabled when you use our site. If you’re unsure then scroll down to the bottom of this page where we explain how you can manage your cookies.

WHAT DO YOU USE COOKIES FOR?

Our site uses cookies to distinguish you from other users of our site and to save and retain certain parameters about you and your usage of our site. This helps us to provide you with a good experience when you browse our site and also allows us to improve our site.

There are four different categories of cookies that we may use on our site:

Essential cookies: These are cookies that are essential for the operation of our site. They include, for example, cookies that enable you to log into secure areas of our site or make use of e-billing services. We also use cookies to prevent fraudulent use of your login credentials. These cookies are essential for using our site and, therefore, if disabled can severely affect your use of our site.

Analytical/performance cookies: Performance cookies allow us to recognise and count the number of visitors and to see how visitors move around our site when they are using it. This helps us to improve the way our site works, for example, by ensuring that users are finding what they are looking for easily. These cookies also allow us to see overall patterns of usage on our site and help us record any difficulties you may have with our site.

Functionality cookies: In some circumstances we may use functionality cookies. These are used to recognise you when you return to our site or provide enhanced and more personalised features, for example, to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).

Targeting cookies: We and our service providers and partners may use targeting or advertising cookies to record your visit to our site, the pages you have visited and the links you have followed. For example, we may use targeting or advertising cookies to limit the number of times you see the same ad and to help measure the effectiveness of any campaigns. We may also use this information to make our site and any advertising (if applicable) displayed on it more relevant to your interests.

If you would like more information about cookies and how you can manage the settings on your computer, you can visit http://www.allaboutcookies.org/manage-cookies/.

COOKIES WE USE

More information about cookies including our website Cookie Declaration list can be found via our ‘Cookie Tool’ and accessed when visiting the website or by pressing the ‘cog’ icon in the bottom left hand corner of the screen.

PROVIDERS

Google Analytics

The cookies used by Google Analytics, are used to collect information about how you use our site. We use this information to compile reports and to help us improve our site. The cookie collects information in an anonymous form, including the number of visitors to our site, where visitors have come to the site from and the pages that they visited.

You can read more about Google’s overview of privacy and safeguarding your data at https://support.google.com/analytics/answer/6004245.

Force24 

Mosaic utilises Force24’s marketing automation platform.

Force24 cookies are first party cookies and are enabled at the point of cookie acceptance on this website. The cookies are named below:

  • F24_autoID
  • F24_personID

They allow us to understand our audience engagement thus allowing better optimisation of marketing activity.

f24_autoId – This is a temporary identifier on a local machine or phone browser that helps us track anonymous information to be later married up with f24_personid. If this is left anonymous it will be deleted after 6 months . Non-essential, first party, 10 years, persistent.

f24_personId – This is an ID generated per individual contact in the Force24 system to be able to track behaviour and form submissions into the Force24 system from outside sources per user. This is used for personalisation and ability to segment decisions for further communications. Non-essential, first party, 10 years, persistent.

The information stored by Force24 cookies remains anonymous until:

  • Our website is visited via clicking from an email or SMS message, sent via the Force24 platform and cookies are accepted on the website.
  • A user of the website completes a form containing email address from either your website or your Force24 landing pages.

The Force24 cookies will remain on a device for 10 years unless they are deleted.

Other Tracking

We also use similar technologies including tracking pixels and link tracking to monitor your viewing activities

Device & browser type and open statistics
All emails have a tracking pixel ( a tiny invisible image ) with a query string in the URL. Within the URL we have user details to identify who opened an email for statistical purposes.

Link Tracking

All links within emails and SMS messages sent from the Force24 platform contain a unique tracking reference, this reference help us identify who clicked an email for statistical purposes.

Third Parties

Please note that third parties (including, for example, web traffic analysis services such as Google Analytics) may also use cookies, over which we have no control.

HOW DO I CONTROL COOKIES?

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site. You may also delete any cookies stored on your computer at any time.

You can find out more about changing cookie settings on your computer by visiting http://www.allaboutcookies.org/manage-cookies/.

HOW LONG IS COOKIE INFORMATION STORED?

Different cookies may be stored for different periods of time. In many cases these cookies are updated automatically each time you visit our site or may expire and be deleted by your computer automatically. It is important to understand that when a cookie is placed on your computer it will reside on your hard drive until it expires and is deleted or it may reside on your hard drive until you manually delete it – this entirely depends on your individual browser settings and we do not have control over this.

The duration of each cookie that we may place on your computer can be found in our Retention Policy.

Please remember that you can delete or change the way in which you store cookies on your computer at any time.

CHANGES TO OUR COOKIE POLICY

We may need to change this Cookie Policy if it’s necessary for legal reasons or to reflect changes to our services or the purpose for which we use cookies. In any case, the provisions of this Cookie Policy may be changed without prejudice to your rights. When we change our Cookie Policy we will make the updated Cookie Policy available on our site and we will also update the “Last Updated” date at the top of this page.

Any changes to our Cookie Policy will come into effect 30 days after we post it on our site. During that period, you’re welcome to contact us if you have questions about the changes. If you have an account for our site then we may reset your login and seek new consent if there is a change in the purpose for which we may use cookies.

MORE ABOUT YOUR PRIVACY

Please also check out our Privacy Policy. which gives more information about how we protect your privacy.

CONTACT US

This Cookie Policy was prepared with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of how cookies may be used to collect and/or process your personal information. However, we are happy to provide additional information or explanation needed.

If you have any questions, comments or requests regarding our Cookie Policy then please do not hesitate to get in touch with us. To make things easier for both of us we would appreciate it if your queries were addressed to:

Privacy Officer
Mosaic Fulfilment Solutions
York House
Wetherby Road
York
YO26 7NH
United Kingdom

or

Retention Policy

Last Updated: 20th January 2022

Thank you for visiting Mosaic Fulfilment Solutions

Your privacy is important to us. This Retention Policy is where we explain to you how long we may retain personal information that is collected when you visit our site, www.mosaicfs.co.uk when you purchase goods and services from us.

This policy should be read together with our Privacy Policy and Cookie Policy which together with this Retention Policy describe the manner in which we handle your personal information when you visit our site.

For convenience, we have divided our data protection policies into three separate areas:

Our Privacy Policy

You can find our Privacy Policy which explains generally how we collect, use, store, and protect your personal information.

Our Cookie Policy

Our Cookie Policy is available and explains more about how we may collect personal information about you via cookies (it also explains what cookies are).

Our Retention Policy

Our retention policy, which is this document, explains how long we may hold onto personal information collected or processed by us.

If you have any questions please do not hesitate to contact us at .

WHO WE ARE

We are Mosaic Fulfilment Solutions Ltd. We are registered in England & Wales as a limited liability company. Our registered number is 04724321 and our registered office is at York House, Wetherby Road, York, YO26 7NH.

We also have three specialist businesses that form the MFS Group. These three businesses are Telebank Limited, CommittedGiving Ltd, and Thorn Distribution Limited.

But, for the purposes of this Retention Policy, it’s just easier if we refer to ourselves as “we”.

PURPOSE OF THIS DOCUMENT

The purpose of the Retention Policy is to explain what personal information we may collect about you when you visit our site or interact with our services, the purpose of that collection, and how long we store that personal information for.

Our Retention Policy is broadly divided into two sections:

  • Our website;
  • Goods and services; and
  • Cookies

Depending on how you interact with our site and our services we may collect different types of personal information about you. The duration that we retain that personal information will vary depending on how you interact with us. For example, we may retain information about you for a longer period of time if you have asked us to keep you updated about developments in our business of if you are one of our customers and we are required to abide by the terms of a contract between you and us.

The types of personal information that we collect, its purpose, and retention period is detailed in the tables below.

OUR WEBSITE

This table details the personal information and we may collect about you on our site located at www.mosaicfs.co.uk – this includes information that you may send to us or that we may collect about you when you are interacting with our related businesses: Telebank Limited, CommittedGiving Ltd and CFP Lottery and Raffles Limited.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site. You may also delete any cookies stored on your computer at any time.

 

Different cookies may be stored for different periods of time. In many cases these cookies are updated automatically each time you visit our site or may expire and be deleted by your device automatically. Each time you visit our site you start a new “session”. When you leave our site the session ends. The expiry period of a cookie will usually run from the date of the most recent session. This means that, each time you visit our site, the expiry period for those cookies may reset.

It is important to understand that when a cookie is placed on your device it will reside on your hard drive until it expires and is deleted or it may reside on your hard drive until you manually delete it – this entirely depends on your individual browser settings and we do not have control over this.

MARKETING AND OTHER COMMUNICATION

We do not use any of the personal information collected or that you may pass to us for any marketing purposes. If you have requested that we get in touch with you then we will only use your personal information to assist us in answering your query.

CHANGES TO OUR RETENTION POLICY

We may need to change this Retention Policy if it’s necessary for legal reasons or to reflect changes to our site and services or the purposes for which we may wish to collect and process your personal information. In any case, the provisions of this Retention Policy may be changed without prejudice to your rights. When we change our Retention Policy we will make the updated Retention Policy available on our site and we will also update the “Last Updated” date.

Once we change our Retention Policy, it will come into effect 30 days after we post it on our site. We may also use reasonable means to get in touch with you directly, this may include asking you to agree to the updated Retention Policy before we process further information about you or it may require us to suspend access to parts of our site or the scope of our services until you agree to the updated Retention Policy – we will only restrict access to parts of our site or our services where we deem it is necessary for us to collect or process personal information about you. If you have an account on our site then we may reset your login and seek new consent if there is a change in the purpose or duration that we retain your personal information.

You’re welcome to contact us if you have questions about the changes.

CONTACT US

This Retention Policy was prepared with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of our retention of your personal information. However, we are happy to provide additional information or explanation needed.

If you have any questions, comments or requests regarding our Retention Policy then please do not hesitate to get in touch with us. To make things easier for both of us we would appreciate it if your queries were addressed to:

Privacy Officer
Mosaic Fulfilment Solutions
York House
Wetherby Road
York
YO26 7NH
United Kingdom.

or

Quality

Our Awards

Our commitment to doing things right is reflected via the scope and range of accreditations and industry-recognised memberships that we are proud to hold and to be a part of. In offering our range of fully accredited services, we seek to provide the complete end-to-end solution, ensuring effectiveness, efficiency and security throughout the entire business.

Find out more

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MiWorld for eCommerce

Mosaic MiWorld Fulfilment

 

MiWorld for Charities

Mosaic MiWorld Response

 

FMCG

If it moves fast, we’ll fulfil it and fast. Our pick accuracy rate is 99.99% and same-day dispatch rate 99.99% . From alcohol to vitamins to zen yoga products, we cover the whole alphabet of fast-moving consumer goods, delighting your customers as well as your accountants.

Vitamins, Health & Nutrition

From chewable gummies to protein powders, CBD oils and nutritional supplements , we’ll help you keep your customers topped up on their important nutrients. We are organically certified with extensive experience of handling vitamin products. We operate strict FIFO and batch control, allowing you to track and control your stock.

Shelf-stable food & drink

We fulfil a diverse range of food and drink consumables from our clean, ambient distribution centre for several prestige clients, some of whom have Fairtrade and Organic Certification. From teabags, filter coffee and snack bars to wholefood crisps, organic chocolate and mineral water, we understand how important it is to protect these goods, and we handle them with kid gloves so that they arrive in perfect condition. We specialise in handling glass items such as coffee jars and sets of jam too, using specialist packaging which ensures their safe arrival.

Hair & beauty

We understand that hair and beauty products are personal for your customers, and that they want their orders to arrive as quickly as possible and in pristine condition. We can personalise your product with our in-house personalised print-on-demand service or use bespoke packaging which is on brand for you. We have extensive experience of handling hair products and organic hair products including premium shampoos, conditioners, serums – also luxe styling tools. We also fulfil orders for many cosmetics, beauty and perfume brands.

Fashion

Socks, underpants, sandals, shoes, gloves, athletic clothes, streetwear, hoodies, t-shirts – if your clients wear it we’ll fulfil it! We have extensive experience in this field, including specialist fulfilment for prestige sports teams. We even handle orders for pet clothing!

Stationery, Books & Cards

We know that your stationery and card orders need to arrive on time and in perfect condition – our clean distribution centre and immaculate packaging ensures just that. We fulfil stationery orders for over 50 clients, from gift packs, to posters, to pens, books, pamphlets and birthday cards. We even ship Bibles for prestigious clients.

Gifts & luxury products

Fulfilling gifting and luxury orders are our speciality. We understand how important these orders are for your customers, and so we ensure perfect packaging and quick delivery. We’ll collate kits for you, if needed, and we can use your branded packaging. We can even make it personal with our (in house) personalised print-on-demand service.

Pet products

From pet beds to harnesses, from everyday pet food to specialist worming tablets, we have handled it all. We can even fulfil orders for pet clothing!

Home accessories & small electronics

From mugs, teapots and room diffusers, to headsets, phone charging cables and specialist devices, we can help your home accessories and electronic online business grow. We also handle electronic games and specialist hearing protection devices.

Garden products

We’ll handle your orders for garden accessories and equipment, including garden ornaments, tools, accessories, floristry supplies - we’ll even handle your bulbs, seeds and garden gift sets. We can even collate bespoke garden subscription gift sets for you.

Personalised subscription boxes

We have seen massive growth in the popularity of subscription boxes in our clients’ online businesses. We collate and fulfil subscription boxes for several clients of all sizes, using highly branded packaging. We can even personalise orders thanks to our in house print-on-demand service.

Charity trading & virtual gifts

We are charity experts here at Mosaic and we fulfil orders for over 50 well known UK charities. We meet and surpass strict compliance requirements rightly demanded by our charity clients, including handling organic, vegan and Fairtrade products.

Alcohol

We are licenced to store and fulfil orders for alcohol products here at Mosaic, and we have done so for several significant clients for many years. We specialise in fulfilling alcohol subscription orders, and we’ll collate the bespoke kits for you if you like.

Toys, games & sports

We can’t tell you how many orders for toys, games and sports we’ve fulfilled over the past 13 years or so! One of our longest-standing clients is a toy company specialising in educational toys. So we know how important it is for these orders to arrive in time for someone’s birthday or Christmas. Our client list also includes several games, games equipment and electronic games companies. And sports – we have fulfilled orders for clients at the very top of their game!

Organic, vegan & fairtrade products

We are passionate about ensuring that our business is as sustainable as possible. We are certified by the Soil Association and we have FSC accreditation. We fulfil orders for many vegan, Fairtrade and organic clients, with years of experience in this area. Have a look at our sustainability policy too.

Advanced Warehouse Management System

Our Advanced Warehouse Management System ensures real-time view of every operation, including stock levels, incoming deliveries, outstanding purchase orders, allocations and despatch. Our Warehouse Automation processes increase efficiency, shrink labour costs and accelerate fulfilment.

We give you end-to-end traceability and visibility:
  • Third-party logistics customer details
  • Delivery method selection
  • Current stock levels of products available
  • Purchase order imports
  • Existing order history
  • Order tracking

Data is automatically updated and adjusted, ensuring fastest customer enquiry response and enhancing customer experience.

Our 3PL Portal
  • Fully integrated with our warehouse management software and management system, OrderWise
  • Specifically set up so you can log in, view your stock levels within our warehouse, book deliveries, place and import orders
  • You have complete control over your deliveries and bookings
  • Direct booking of deliveries, access to the goods inwards calendar
  • Automated delivery and stock updates, advanced shipping notes and stock reports
  • The 3PL Portal eradicates the need for time-consuming ordering methods like spreadsheets, as well as emails and phone calls going back and forth
  • Everything you may need to know is accessible within the portal

Video coming soon!

Medical Products & CBD Fulfilment

Our Soil Association-certified organic distribution centre has capability and experience in fulfilling medical grade products including pharmaceuticals, medical devices and PPE(personal protective equipment). Our processes include strict batch and temperature control to ensure that your compliance and regulatory requirements are met and exceeded. Our cloud-based software ensures total visibility, control and tracking around your Best Before (BBE) End dates, barcodes and serial numbers, so that your stock can be monitored and managed with total accuracy.

We recognise that this is a specialist area and we can (and do) build bespoke solutions around our clients’ specific needs. We would be pleased to discuss how we can help you in further detail. We can also handle the rapidly growing CBD fulfilment sector, whether this is in the form of gummies, tablets, creams, ointments or oils.

Competitive prices

We know our prices are competitive. We also give you value for money with our highly trained and experienced staff, expert processes and state of the art systems.

As a company group we have over 46 years’ experience serving over 200 UK charity clients of all sizes. We give you excellent value for money in return for our efficient charity solutions – as seasoned charity experts, we understand and cater for your needs better than most, at a fair price point for your not-for-profit organisation. Our solutions have been specifically designed around our charity clients’ needs, by our extensive team of charity-expert IT developers. We are also able to deliver economies of scale because we are one of the UKs largest, most comprehensive providers of response, payment, and fulfilment services to the charity sector.

Driven by Technology

Our company group has a team of 19 in house IT developers spread across two university sites. We are tech experts, and we constantly strive for and invest in the best technology, processes and systems. Our cloud-based software and easy to use single platform client portal also gives your charity the edge because of our cutting edge insight and reporting functions.

Quality Assurance Guaranteed

We have a team dedicated to quality assurance so that from the start to the end of your projects, quality is monitored and assured when it comes to delivering our solutions.

Dedicated Account Managers

We know how important it is to have a real human being at the end of phone, one who is highly trained and who understands and anticipates your needs. Your account manager is specifically trained to be a charity-expert and they will work with you to ensure that you have a smooth client journey, with reporting and updates as standard. For more information on our Account Management services click here.

Compliance Comes as Standard

We fully understand that compliance is king when it comes to your charity’s transactions. Because it is for us too as a business. We also know that electronic security is of the utmost importance. With Mosaic, you will receive watertight compliance and security standards. Take a look at our accreditations, certifications and cyber security here.

Charity Trading & Fulfilment

If your charity runs a dedicated online shop selling cards, homeware, toys, gifts, or anything else for that matter, Mosaic can support your eCommerce fulfilment needs.

Not only do we have vast eCommerce fulfilment experience, but we also have a deep understanding of how charities work.

Mosaic provides tailored charity fulfilment solutions through our IT Ecosystem, MiWorld, offering 24/7 visibility of your orders, courier tracking, and integration with multiple marketplaces and inventory platforms.

MiWorld is our turnkey eCommerce solution for charities, enabling us to support your Head Office staff in delivering e-fulfilment excellence and driving additional revenue.

Our suite of added-value solutions, available via our user friendly IT Ecosystem, also means that we can offer a fantastic customer and supporter journey, from donation processing to order dispatch. With easy access to insights and reporting functionality, to help your organisation spot opportunities and thrive.

Payment Processing

We can handle all your charity’s payment processing needs, whether that’s our charity-friendly, flexible and secure Direct Debit Management service, or Banking and Thanking solutions.

We handle online donations and provide secure online payment solutions.

Our other services include GiftAid capture, In-Mem, building bespoke Customer Fundraising pages, personal supporter communications and customised online shops.

Charity Response Handling

We have the specialist knowledge, capacity and experience required to help charities with all their Response Handling needs. Our omnichannel solutions are delivered with the strictest security standards and in a totally secure, compliant environment.

Check out some of the services we provide in this video.

Best in class for service

We have over 46 years of expertise in the not-for-profit sector as a company group*. This easily makes us one of the most experienced and comprehensive suppliers of charity response, payment processing and charity fulfilment solutions providers in the UK.

Let us handle your back-office workflows and work overflows with our painless and seamless solutions. We’ll also help you with your payment processing and your charity’s fulfilment. We can even personalise your print to demand, including your charity’s pack fulfilment, kit collation and virtual gifts.

Our quick campaign onboarding turnaround times will enable your charity to respond quickly and proactively to emerging crisis situations. We will support you with those time consuming but critical back-office jobs, administrative tasks, insights and inbound calls, allowing you to focus your energies on increasing your charity’s impact instead.

*Companies within our company group MFS Group co Limited collectively have over 46 years of experience in serving the not-for-profit sector.

Charity-expert empathetic staff

With our extensive experience in the fundraising sector (over 46 years* to be precise) and our continual investment in the best people, processes and IT security systems, we are confident that we are the most experienced and comprehensive supplier of charity response, payment processing and charity fulfilment solutions in the UK.

We serve over 60 charity clients of all sizes, always highly trained and working to scripts where needed. Calls can be monitored daily for quality by our experienced managers and we send you regular sample calls, which are selected at random. This is an add on service, so you only have to pay for this if you need it.

*Companies within our company group MFS Group co Limited collectively have over 46 years of experience in serving the not-for-profit sector. This easily makes us one of the most experienced and comprehensive suppliers of charity response, payment processing and charity fulfilment solutions providers in the UK.

80 seat contact centre open 24/7

Our 80-seat contact centre team are experienced charity-experts providing specialist, award-winning inbound call centre services to over 60 leading UK charities of all sizes.

With our extensive experience in the fundraising sector (over 46 years* to be precise) and our continual investment in the best people, processes and IT security systems, we are confident that we are the most experienced and comprehensive supplier of charity response, payment processing and charity fulfilment solutions in the UK.

Our team members are highly trained and work to specialised scripts where the charity requires this. Our contact centre team are treated like human beings and are not on regimented time limits when speaking to clients.

Our team members are given a finite number of charities so that they can get to know and understand the charity, their services and/or products and the charity’s supporters well. Our services are delivered with empathy and a smile.

Calls can be monitored daily for quality by our experienced managers, and we can send you regular sample calls, which are selected at random. This is an add-on service, so you only pay for this if you need it.

*Companies within our company group MFS Group co Limited collectively have over 46 years of experience in serving the not-for-profit sector [link to MFS Group co page]. This easily makes us one of the most experienced and comprehensive suppliers of charity response, payment processing and charity fulfilment solutions providers in the UK.

Emergency & one-off appeals

We understand that charities need to respond quickly to emerging situations when it comes to emergency, one-off fundraising campaigns and appeals.

We exist to support you and your supporters with your work overflows and your back-office tasks when you need us the most. We can also handle your everyday workflows, so you can focus on your charity’s purpose instead.

We can support you during:

  • Your peak campaigns
  • Peak fundraising times such as Christmas or Easter
  • Or when you need to launch an emergency, one-off campaign quickly

We have over 46 years of expertise in the not-for-profit sector as a company group, MFS Group co Limited.This easily makes us one of the most experienced and comprehensive suppliers of charity response, payment processing and charity fulfilment solutions providers in the UK.

Let us handle your workflows and work overflows with our painless and seamless solutions.

Our quick campaign onboarding turnaround times will enable your charity to respond quickly and proactively to emerging crisis situations. We will support you with those time consuming but critical back-office jobs, administrative tasks, insights and inbound calls, allowing you to focus your energies on increasing your charity’s impact instead.

Work overflows

We exist to support you and your supporters with your work overflows and your back-office tasks when you need us the most. We can also handle your everyday workflows, so you can focus on your charity’s purpose instead.

We can support you during:

  • Your peak campaigns
  • Peak fundraising times such as Christmas or Easter
  • Or when you need to launch an emergency, one-off campaign quickly

We have over 46 years of expertise in the not-for-profit sector as a company group, MFS Group co Limited. This easily makes us one of the most experienced and comprehensive suppliers of charity response, payment processing and charity fulfilment solutions providers in the UK.

Let us handle your workflows and work overflows with our painless and seamless solutions.

Our quick campaign onboarding turnaround times will enable your charity to respond quickly and proactively to emerging crisis situations. We will support you with those time consuming but critical back-office jobs, administrative tasks, insights and inbound calls, allowing you to focus your energies on increasing your charity’s impact instead.

Lottery & Raffles

Our services include, but are not limited to, the following:

  • Processing responses from raffle tickets
  • Fulfilling and managing additional ticket requests
  • Hosting draws for charities
  • Supporting charities as an External Lottery Manager (ELM)
  • Processing and coding all entries after the closing date as donations
  • Providing an electronic ticketing and draw management system
  • Conducting early bird or fast responder draws
  • Granting access to a full stack of reporting tools

For more information please visit our Raffles & Lottery page.

Personalised Print on Demand

For more information please view our Charity Services video here.