Cookies
When you visit our Website, we place cookies on your computer or other device. For the most part, these cookies are used to enable the Website's functionality, improve the user experience or help us optimise our Website, measure traffic and other internal management purposes. You can find out more about our use of cookies, including how to reject cookies, in our Cookie Policy.
How we share your Personal Information
We may share your personal data with the parties set out below for the purposes set out in the table above.
The businesses you share your Customer Experience about
We may share your details with the company you have submitted a 'Customer Experience' about, so that they can aim to rectify an issue or thank you for an experience.
We may also consolidate data to be used in reports that we may sell or share with the consumer-facing businesses of whom you shared your experience about, but these reports will contain only aggregated data and no individual will be identifiable.
Trusted Third Parties
We may share your personal information with third parties who perform functions on our behalf and provide services to us such as:
- professional advisors;
- data analytics providers; and/or
- IT consultants carrying out testing and development work on our business technology systems.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law, maintaining minimum standards of confidentiality. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
International Data Transfers
We do not transfer your personal data outside of the UK or European Economic Area (EEA).
Data Security
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 will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long we will hold your information for
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for. We may retain your personal data for a longer period in the event of a complaint to us or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
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, regulatory, tax, accounting or other requirements.
We conduct regular data cleansing and updating exercises to ensure that (a) the data that we hold is accurate, and (b) we are not holding data for too long.
In some circumstances you can ask us to delete your data by emailing us at hello@customerserviceaction.com and requesting deletion of your account — see the section below on your legal rights for further information.
We might anonymise your personal data (so that it can no longer be associated with you) for statistical purposes, in which case we may use this information indefinitely without further notice to you.
Where you choose to share information with a third-party business, we will make sure you are signposted to their T&Cs and privacy notice.
Your rights on Information we hold about you
You have certain rights in relation to personal information we hold about you. Details of these rights and how to exercise them are set out below. We will require evidence of your identity before we are able to act on your request.
We try to respond to all legitimate requests within one month. Occasionally it could 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.
Right to be informed
This relates to what information we are required to provide you about data processing. This Privacy Notice provides this information.
Right of access
You have the right at any time to ask us for a copy of the personal information about you that we hold. Where we have good reason, and if the data protection legislation permits, we can refuse your request for a copy of your personal information, or certain elements of the request. If we refuse your request or any element of it, we will provide you with our reasons for doing so.
Right to Rectification
If personal information we hold about you is not accurate or is out of date and requires amendment or correction you have a right to have the data rectified. You can let us know by contacting us using the details listed further down this page.
Right of erasure
In certain circumstances, you have the right to request that personal information we hold about you is erased, e.g. if the information is no longer necessary for the purposes for which it was collected or processed, or our processing of the information is based on your consent and there are no other legal grounds on which we may process the information.
Right to object to or restrict processing
In certain circumstances, you have the right to object to our processing of your personal information by contacting us using the details further down this page. For example, if we are processing your information on the basis of our legitimate interests and there are no compelling legitimate grounds for our processing which override your rights and interests. You also have the right to object to use of your personal information for direct marketing purposes.
You may also have the right to restrict our use of your personal information, such as in circumstances where you have challenged the accuracy of the information and during the period when we are verifying its accuracy.
Right of data portability
In certain instances, you have a right to receive any personal information that we hold about you in a structured, commonly used and machine-readable format.
You can ask us to transmit that information to you or directly to a third-party organisation.
The above right exists only in respect of personal information that:
- you have provided to us previously; and
- is processed by us using automated means.
While we are happy for such requests to be made, we are not able to guarantee technical compatibility with a third-party organisation's systems. We are also unable to comply with requests that relate to personal information of others without their consent.
You can exercise any of the above rights by contacting us using any of the methods in the Contact section below.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
Most of the above rights are subject to limitations and exceptions. We will provide reasons if we are unable to comply with any request for the exercise of your rights.
Complaints
If you are unhappy about our use of your personal information, you can contact us using the details in the Contact section below. You are also entitled to lodge a complaint with the UK Information Commissioner's Office using any of the below contact methods:
Telephone: 0303 123 11113
Website: https://ico.org.uk/concerns/
Post: Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Other websites
Our Website may 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 and are not responsible for their privacy statements. When you leave our Website, we encourage you to read the privacy notice of every website you visit.
Internet-based transfers
Given that the Internet is a global environment, using the Internet to collect and process personal data necessarily involves the transmission of data on an international basis. Unfortunately the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Website via third party networks; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Changes to our Privacy Policy
This Privacy Notice may be updated from time to time, so you may wish to check it each time you submit personal data to us. The date of the most recent revisions will appear on this page. If material changes are made to this Privacy Notice, for instance affecting how we would like to use your personal data, we will provide a more prominent notice (including email notification of the changes to the notice).
This Privacy Notice was last updated on 09 December 2022
Contact
We are registered with the Information Commissioner’s Office in the United Kingdom (the UK supervisory authority for data protection issues. Our registration number is ZA919714.
If you have any enquires or if you would like to contact us about our processing of your personal information, including exercising your rights as outlined above, please contact us by any of the methods below.
When you contact us, we will ask you to verify your identity.
Email: hello@customerserviceaction.com
Post: The Customer First Group
160 Kemp House
City Road
London
EC1V 2NX
Our registered office is at:
It's All About the Customer Limited, t/a Customer First Group
160 Kemp House
City Road
London
EC1V 2NX