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    Customer Service Privacy Notice

    Last Updated : October 2026


    1. Name and Contact Details of the Controller and Contact Details of the Company Data Protection Officer

    The data controller within the meaning of Article 4(7) of the UK GDPR for data processing and the handling of customer inquiries regarding in-store purchases and other matters is Lidl Great Britain Limited, Lidl House, 14 Kingston Road, Surbiton, KT5 9NU (registered company number 02816429). You can contact Lidl Great Britain Limited by telephone at +44 0203 966 5566, or by email at Data.Protection@lidl.co.uk. The data protection officer of Lidl Great Britain Limited can be reached at the above address, addressed to the data protection officer, or at Data.Protection@lidl.co.uk


    For data processing in connection with your My Lidl or Lidl Plus account, Lidl Great Britain Limited, Lidl House, 14 Kingston Road, Surbiton, KT5 9NU, is the data controller within the meaning of Article 4(7) of the UK GDPR. The data protection officer of Lidl Great Britain Limited can be contacted at the above address, addressed to the Data Protection Officer, or at Data.Protection@lidl.co.uk.


    2. Processing customer inquiries and complaints


    Purposes of data processing/ Legal basis:


    Our customer service team answers inquiries and responds to reviews to help you with your questions and to offer the best possible customer satisfaction.

    To provide the best possible customer service and respond to your requests, we process personal data based on our legitimate interest in dealing with your queries efficiently. Depending on the circumstances, we may collect the following information:

    • Full name;
    • Email address;
    • Telephone numbers (mobile or landline);
    • Home or postal address;
    • Voice recordings of telephone conversations held by our customer services;
    • Details about your experience or concern (including date/time in-store);
    • The services you use (e.g., in-store or the Lidl Leaflet app);
    • Interactions with our intelligent customer assistant platform (LiA).

    We treat all personal data that you provide to us when filling out contact forms, by telephone, email, bot, or social media with the utmost confidentiality. We use your data solely for the purpose of processing your inquiry. Please only enter the personal data that is explicitly requested or necessary to answer your inquiry when contacting us.

    When interacting with a bot (chatbot or voicebot), we use artificial intelligence (AI) to categorize your request and, if possible, generate an answer. If the AI cannot find a solution, the necessary data and information from your previous communication with the bot will be automatically compiled, and your request will be forwarded to our customer service for final processing. Please only provide the information necessary for interacting with the bot.

    When you interact with a voicebot, we first use your phone number to determine if you already have a registered customer account and any open customer service requests. If we cannot identify you this way, the voicebot may ask you for further information. This ensures that you receive a personalized response to your specific request. The content of the conversation is transcribed, with personal data anonymized. A summary is then created from this transcript and added to your customer service request. The conversation itself is not recorded. You can end your conversation with the voicebot at any time to be connected with a customer service representative.


    To continuously optimize the response quality of our bots, we use pre-anonymized customer inquiries. Specifically with the voicebot, we use anonymized transcripts to improve both the dialogue flow and your overall customer experience.

    Even when handling customer inquiries by phone in direct contact with our customer service agents, we also use AI-supported applications for transcribing and summarizing the conversations (digital voice assistants) to ensure fast and effective processing. Except in cases with criminal implications, the transcript is not stored; only the summary is used for further processing.


    We use AI to manage and document customer requests within our system. For this purpose, AI has access to all incoming inquiries, including the personal data they contain, as well as the aforementioned call summaries. The AI helps us categorize and summarize the requests, thus enabling us to process customer requests more quickly and efficiently. Only anonymized data is used to improve the AI.

    The legal basis for data processing is Article 6(1)(f) or Article 6(1)(b) of the UK GDPR. Our and your concurrent (legitimate) interest in data processing arises from the goal of answering your inquiries quickly and efficiently, resolving any problems that may arise, and thus maintaining and promoting your satisfaction as a customer or user of our website. In the case of statements relevant to criminal law, the transcripts of the conversation will be processed for the purpose of securing evidence on the basis of Article 6(1)(f) of the UK GDPR in the legitimate interest of effective criminal prosecution.


    The legal basis for processing data protection inquiries is Article 6(1)(c) of the UK GDPR, as this is necessary to comply with legal obligations.


    If you participate in the Lidl Plus program, the Lidl Foundation will provide further data to the responsible customer service representative as part of your inquiry. You can find more information about this in the Lidl Plus privacy policy.


    3. Recipients/Categories of recipients


    Lidl limits access to your information to staff members who require it to respond to your request, including other departments within Lidl. All Lidl staff are under contractual obligations of confidentiality and have received mandatory Data Protection training. We categorically exclude the dissemination of this data to third parties at an individual level, though we may share anonymized data for analytical or advertising purposes.


    In exceptional cases, data is processed on our behalf by data processors in the areas of customer service and the provision and support of IT applications, including transcription software and AI applications. These processors are carefully selected, audited by us, and contractually bound in accordance with Article 28 of the UK GDPR.

    To the extent necessary for processing your request, the data you provide may be shared with companies within the Lidl Group based on Article 6(1)(b) or (f) of the UK GDPR. If your customer service request leads to a further inquiry and you identify yourself as a Lidl Plus customer, or are identified by us, we will use your previously collected data for this new inquiry so that you do not have to provide your data again. This may also involve sharing your data with other companies within the Lidl Group. The legitimate interest in using the existing data is to process your request quickly and effectively.


    To process your complaint, it may also be necessary to share your contact details with our service partners, who will contact you regarding further processing of your complaint (e.g., arranging a collection or repair appointment). We will inform you of the specific service partner's name during our communication. This data transfer is necessary for the fulfillment of warranty claims and thus for the performance of our contractual relationship with you, in accordance with Article 6(1)(b) of the UK GDPR.

    When processing inquiries related to parking management companies, it may be necessary for us to forward the content of your inquiry to the respective service provider and request further information from that provider that is required to process your inquiry (data source pursuant to Article 14(2)(f) of the UK GDPR). This is done on the basis of our legitimate interest (Article 6(1)(f) of the UK GDPR) in processing your inquiry. This includes information on the parking duration, arrival and departure times, photographic evidence of the vehicle, and the justification for issuing the ticket.


    For inquiries relating to our leaflets/brochures, we may also forward your name and address to the distribution company to ensure that you receive the brochure as requested or that your objection is processed. This will be implemented. The legal basis for the data transfer is our legitimate interest in implementing your request in accordance with Article 6(1)(f) of the UK GDPR.


    4. Storage duration / Criteria for determining the storage duration


    The data is stored for the duration of using our website and automatically deleted thereafter. After your website session ends, the geo-location data for the purposes of store locations is stored until your browser settings are reset/forgotten. Personal data that you provide to us via this website (including interactions with a bot) or by email when submitting inquiries (suggestions, requests, praise, or criticism) will generally be deleted or anonymized no later than 90 days after we have provided a final response.


    Customer Care case notes: In most cases, personal data will be kept no longer than 90 days from the date your request is resolved. However, any complaints or issues which require further investigation will be kept for a maximum of 3 years. Personal data within the bot is anonymized within a few hours. The retention period for complaints is also generally 90 days. Critical issues, warranty claims, and product liability claims are stored for up to 36 months due to warranty and limitation periods.

    For call recordings: Personal data will be kept for no longer than 28 days from the date your request is resolved. However, calls which require investigation will be kept for the duration of the investigation.

    For interactions with LiA: Any interactions with our intelligent customer assistant platform (LiA) are automatically anonymized.