- We are committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information.
Collecting personal information
- We may collect, store and use the following kinds of personal information:
- information about your computer and about your visits to and use of this website.
- information that you provide to us through the website including your email address;
- information that you provide when completing your forms on our website including your name, gender, relationship status;
- information that you provide to us when using the services on our website, or that is generated in the course of the use of those services;
- information relating to any purchases you make of our services or any other transactions that you enter into through our website (including your name, address, telephone number and email address details);
- information contained in or relating to any communication that you send to us or send through our website;
- any other personal information that you choose to send to us; and
- provide details of other personal information collected.
- Before you disclose to us the personal information of another person, you must obtain that person’s consent to both the disclosure and the processing of that personal information in accordance with this policy.
Using personal information
- Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.
- We may use your personal information to:
- administer our website and business;
- personalise our website for you;
- enable your use of the services available on our website;
- supply to you services requested through our website;
- send statements, invoices and payment reminders to you, and collect payments from you;
- send you non-marketing commercial communications;
- send you email notifications that you have specifically requested;
- send you marketing communications relating to our business which we think may be of interest to you, by post or, where you have specifically agreed to this, by email or similar technology you can inform us at any time if you no longer require marketing communications;
- provide third parties with statistical information about our users (but those third parties will not be able to identify any individual user from that information);
- deal with enquiries and complaints made by or about you relating to our website;
- keep our website secure and prevent fraud;
- verify compliance with the terms and conditions governing the use of our website; and
- We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party’s direct marketing.
Disclosing personal information
- We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors in so far as reasonably necessary for the purposes set out in this policy.
- We may disclose your personal information to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes set out in this policy.
- We may disclose your personal information:
- to the extent that we are required to do so by law;
- in connection with any ongoing or prospective legal proceedings;
- in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);
- to or prospective purchaser of any business or asset that we are or are contemplating selling; and
- to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.
- Except as provided in this policy, we will not provide your personal information to third parties.
Retaining personal information
- This Section sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.
- Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
- Notwithstanding the other provisions of this Section, we will retain documents (including electronic documents) containing personal data:
- to the extent that we are required to do so by law;
- if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and
- in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).
Security of personal information
- We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
- We will store all the personal information you provide on secure (password- and firewall-protected) servers.
- You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.
- We may update this policy from time to time by publishing a new version on our website.
- You should check this page occasionally to ensure you are happy with any changes to this policy.
- You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:
- the supply of appropriate evidence of your identity. For this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address.
- We may withhold personal information that you request to the extent permitted by law.
- You may instruct us at any time not to process your personal information for marketing purposes. In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.
Third party websites
- Our website includes hyperlinks to, and details of, third party websites.
- We have no control over, and are not responsible for, the privacy policies and practices of third parties.
- Please let us know if the personal information that we hold about you needs to be corrected or updated.
- A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
- Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
- Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
- We use both session and persistent cookies on our website.
- The names of the cookies that we use on our website, and the purposes for which they are used, are set out below:
- we use _ga on our website to distinguish users (top level domain);
- we use _utma on our website to distinguish users and sessions;
- we use _utmb on our website to determine determine new sessions/visits;
- we use _utmc on our website to calculate when you close your browser;
- we use _utmz on our website to store the traffic source or campaign that explains how you reached the site;
- we use _utmv on our website to store visitor-level custom variable data;
- we use ss_lastvisit on our website to determine if a website visitor is unique;
- Most browsers allow you to refuse to accept cookies; for example:
- in Internet Explorer (version 11) you can block cookies using the cookie handling override settings available by clicking “Tools”, “Internet Options”, “Privacy” and then “Advanced”;
- in Firefox (version 39) you can block all cookies by clicking “Tools”, “Options”, “Privacy”, selecting “Use custom settings for history” from the drop-down menu, and unticking “Accept cookies from sites”; and
- in Chrome (version 44), you can block all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Content settings”, and then selecting “Block sites from setting any data” under the “Cookies” heading.
- Blocking all cookies will have a negative impact upon the usability of many websites.
- If you block cookies, you will not be able to use all the features on our website.
- You can delete cookies already stored on your computer; for example:
- in Internet Explorer (version 11), you must manually delete cookie files (you can find instructions for doing so at https://windows.microsoft.com/en-gb/internet-explorer/delete-manage-coo…);
- in Firefox (version 39), you can delete cookies by clicking “Tools”, “Options” and “Privacy”, then selecting “Use custom settings for history” from the drop-down menu, clicking “Show Cookies”, and then clicking “Remove All Cookies”; and
- in Chrome (version 44), you can delete all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Clear browsing data”, and then selecting “Cookies and other site and plug-in data” before clicking “Clear browsing data”.
- Deleting cookies will have a negative impact on the usability of many websites.
Response tap is a phone call analytics tool, used by companies to understand the customer interaction between the website and the call centre. Three cookies are used by ResponseTap to help demonstrate this journey so the business can improve their customer experience.
1. ‘adiV’: The adiV cookie contains an identifier which is used by ResponseTap to track a visitor over time. This allows ResponseTap to show multiple visits made by a customer over time from the same browser. This cookie is set to expire 1 year after the visitor leaves the website.
2. ‘adiVi’: The adiVi cookie contains an identifier which is used by ResponseTap to help track a visitors path while they are on the website. This cookie is set to expire 30 minutes after the visitor leaves the website.
3. ‘adiLP’: the adiLP cookie is used to help track visitors who have multiple tabs open in the same browser to prevent errors in tracking.