ENDURA FLAT ROOFING LTD COMPLAINTS POLICY
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0800 2987891, or write to us at Endura Flat Roofing Ltd, 4, Mason Street, Brunswick Village, Newcastle Upon Tyne, NE13 7EA, or email us at email@example.com and we aim to respond within 2 working days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
In Layman’s Terms;
The security of your personal information is really important to Endura Flat Roofing. We want to assure you that we are careful with your personal which you have provided us for the purpose of works and services you have:
· Enquired about
· Had an estimate or quotation for which requires follow up
· Contracted with us to be carried out
· Contracted with us and you are required to provide payment for
· Paid for and require a payment receipt for
The legal bases for processing data are as follows –
(a) Contract: the processing is necessary for the member of staff’s employment contract, to fulfil the contract and transaction of works carried out for the customer as requested/described or the fulfilment of ordering and making payment to suppliers.
We don’t allow third parties to advertise on our website. Our partners and affiliates are companies that provide us with technology and software to be able to create estimates, quotes, invoices and take payment via credit card should you wish to pay that way. We also work with third parties such as Checkatrade, and Which? Trusted Trader where you can read reviews from other happy customers and find our contact details.
The details you leave with us as mandatory are your name, your address, telephone and email address. This first 3 are essential to be able to communicate with you and provide you with an estimate or quote for works specified by you. The latter, your email address is used to send you information as you request it, such as estimates, a quotes, invoices, warranties, receipts and of course to generally communicate with us and ask us questions and vice-versa. For those people who don’t have an email address we are happy to communicate by traditional post. We will also be in touch with you by phone.
We do take pictures of the roof you have asked us to quote for or carry out works on at the survey stage and throughout the job. This is to ensure we can accurately capture all the details of your roof and therefore ensure we can quote accurately for the works involved. Some of these will be provided in your quote.
We do take pictures/video of the roof of your property, which may include other parts of your property in the picture frame too. This is for internal staff training purposes, it may be used in promotional materials and to accompany any reviews you may leave on our website.
When the crew are working on your roof they will be taking pictures and feeding into the office. This allows them to update on their progress, get advice on specific details and keep a track of their personal technical development.
On some occasions we may ask you to be in one of our pictures, which we may or may not use for promotional material and reviews. Your consent in this case will be verbal at the time of taking the photograph or video. We will respect your wishes if you do not wish to have photographs taken of your person. If you have agreed to be in a photograph, which is published in promotional material and then you change your mind and decide you do not want your photograph to be used anymore you can get in touch with us through firstname.lastname@example.org to inform us. We will ensure we do not use any photographs with you in them in future. We will remove your picture from our website if using it there. Please be aware that we cannot recall any promotional material that has been published, distributed or processed in the distribution pipeline prior to you changing your mind and revoking your consent. By agreeing to the T&C’s provided to you in the estimate or quote we send you, you are agreeing that you are consenting to the photographing or videoing of the roof and surrounding areas of your property.
Right to object: You have the right to object to the processing of your data.
You can do this by speaking to the Managing Director / Director of the business or communicating through the website forms. You may then be asked to put you request in writing via email or post where it will be formally looked into.
The Company will continue to process your data only if it can demonstrate compelling legitimate grounds for the processing, which override the interests, rights and freedoms of the individual; or
The processing is for the establishment, exercise or defence of legal claims.
You need to be aware that requesting The Company to stop processing your data may result in The Company being unable to continue with the works you have requested. We will share the consequences of any request to object to the processing of your data should you request particular data to stop being processed.
Payments. Most customers choose to pay us via bank transfer through their internet banking. This works well for our customers and is preferred by us. This also means we have no access to, or sight of your personal bank details and your agreement with your banking provider provides you with a defined level of security. Some customers wish to pay be credit card or debit card. We use our best endeavours to ensure our merchant is as secure as possible and again we never actually get sight of or access to any of your card details. It works the same as paying in a store or on-line and the protection if any that your banking provider offers is the same. We don’t take cheques.
Once an enquiry is closed or the works are complete we do keep your information in the form of a quote or invoice for the period of time specified by law for accounting purposes, but remember we never ever have your bank details or card details, just your name, your address, telephone and email address.
We currently don’t circulate an email newsletter so you wont receive any. In the future though we may start to send one. You’ll be on our mailing list initially, but you will have the opportunity to opt out if this is of no use to you.
We do use analytical tools to help us optimise our website and get our marketing message out as wide as possible. Your IP address and associated information will be collected by us and a third party to help us understand who’s is using what pages and parts of our website. Please be assured none of this information can be directly attributed back to identify you and it is never correlated back to the information mandatory or voluntary information you give us. It’s purely a volume analytics tool.
We don’t currently use ‘cookies’ on our website.
We are active on social media platforms and you can communicate with us there too.
For your information The Company has a General Data Protection Regulations Statement and Policy that is reviewed annually and changes made where appropriate.
Endura Flat Roofing Ltd does not need to register with ICO as the Company only handles personal data only for core business purposes of staff administration, advertising marketing and PR accounts relating to it’s own business and record keeping. Endura Flat Roofing will still comply with GDPR regulations.
The Formal Policy
This Website is owned by Endura Flat Roofing Ltd (hereafter “The Company”), a company registered in England and Wales. Clients, users and potential customers of this website are hereafter referred to as User(s).
By using, registering or placing an enquiry via this website www.enduraflatroofing.co.uk, or via other software applications The Company may use in conjunction with it’s website you consent to the collection, use and transfer of your information under the terms of this policy. Since this is a growing web site and because Internet technologies are constantly evolving, this Policy is subject to change at any time and any changes will be posted on this page. This Policy works hand-in-hand with the Terms and Conditions of Use, found elsewhere on the web site which will also be communicated via other software applications The Company may use to generate quotations, invoices and payment receipts.
The Data Controller is Endura Flat Roofing Ltd of 4 Mason Street, Brunswick Village, Newcastle upon Tyne, Tyne and Wear, NE13 7EA, (email@example.com).
What personally identifiable information does Endura Flat Roofing Ltd collect and how is it used?
The legal bases for processing data are as follows –
(a) Contract: the processing is necessary for the member of staff’s employment contract, to fulfil the contract and transaction of works carried out for the customer as described or the fulfilment of ordering and making payment to suppliers.
When you visit the website www.enduraflatroofing.co.uk or call us regarding a survey, estimate or quote to potentially undertake work on your property you will be asked to provide certain information about yourself including your name, email address, home or business address, telephone number and other relevant information. Endura flat Roofing Ltd do not collect personally identifiable information from Users while they use the web site, unless they voluntarily provide it to us or authorise us to collect such information via the enquiry forms or feedback forms which you would fill in and submit. Users may choose to share/provide other information about themselves, in addition to the Mandatory Personal Information in the form or via telephone conversations or face to face during surveys and visits to their property (hereafter “Voluntary Information”).
The Company may use or disclose the User’s personally identifiable information to:
· Enable you to participate in interactive features of our service, when you choose to do so; such as view and agree quotations and view before and after photographs/video of part of your property.
· Provide products/services that have been requested/contracted by User;
· Respond to other inquires or requests by User.
· Provide User with information about products, techniques and prices.
We will never sell User information to any Third-party not affiliated with Endura Flat Roofing Ltd, without consent, except in connection with the sale or merger of Endura flat Roofing Ltd or the division responsible for such services provided.
We may disclose personally identifiable information in the establishment or exercise of legal rights or defences against legal claims, to comply with applicable laws or regulations, to comply with a valid legal process, such as a search warrant, subpoena or court order or to investigate suspected fraud or a violation of our Terms and Conditions of Use.
We currently do not carry out any email marketing but may do so in the future.
Endura Flat Roofing Ltd may request User Feedback in order to help us make our web site, products and services better and formulate recommendations for future potential customers. Endura flat Roofing use Thirdrdparty providers to share these recommendations, such as but not limited to Checkatrade, Which? Trusted Trader, Facebook and The Company’s website. The User will be asked to complete their feedback through any/all of these sites and will leave the information they believe to be accurate and valid along with any personal information they choose to share, such as name and location for example “Gill, Newcastle” Any responses we receive from Users will be used only to evaluate our and customer service and no personally identifiable information from respondents will be shared with any non-employees of The Company, except that information voluntarily provided in the Feedback/Comments areas.
To maintain customer service standards and to assist staff training, we may record and monitor incoming calls. Any voicemail’s you leave and transcribed to text via a 3rdParty App. We do take photographs and video of your roof before, during and after the works.
What non-personally identifiable information does The Company collect and how is it used?
Company collects and tracks certain non-personally identifiable information, including, but not limited to, IP numbers and browser type, access times, domain names, usage habits and other information which does not specifically identify any individual.
Company may use and disclose non-personally identifiable information for any number of reasons, including but not limited to, improving our web site, services, products, prices and promotions.
Does Endura Flat Roofing Ltd have a newsletter?
Not currently, but they may in the future. Should they circulate a newsletter Endura Flat Roofing Ltd may send it via email (hereinafter “Newsletter”) to all Users (unless they have ‘opted-out’). In these Newsletters, we may inform you about new features from Endura Flat Roofing Ltd and about any upcoming events or special promotions. In the future a User may choose to unsubscribe from the Newsletter at any time by sending an email to firstname.lastname@example.org
Disclosure of your information
The information you provide to us may be accessed by or given to third parties who act for us for the purposes set out in this policy or for other purposes approved by you. Those parties process information, process credit card payments and provide support services on our behalf. We may also pass aggregate information on the usage of our website to third parties but this will not include information that can be used to identify you. This aggregate information will be used in conjunction with a third party who may be assisting us with activities such as but not limited to website optimisation.
The Company do not currently work with any 3rdParties that would have any reason to contact you directly.
You agree that we may disclose your identity and contact details to (1) any third party who claims to us that any material posted or uploaded by you to our site constitutes a violation of their intellectual property rights or their rights of privacy, and (2) to other companies and organisations for the purposes of fraud protection and credit risk reduction.
Finally, if our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new business partners or owners.
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 site; any transmission is at your own risk.
Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.
Is my information private with company merchants and advertisers?
Endura Flat Roofing Ltd does not provide banner and other advertising on its web site, from Google and other third parties. That may change in the future and any updates to this Policy will be updated in this document on the website.
What about data security?
You provide us with your personal information. We employ security measures to protect, so far as reasonably possible, your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires for accounting and record purposes or permits. The User generally does not provide us with bank details as payments are made form you to Endura Flat Roofing LTD electronically. Should the User pay by credit or debit card with chip and pin, The Company do not have sight of or store any card details or information. This information is processed via a registered secure merchant. Endura Flat Roofing Ltd requires that our partners ensure the security of the data that Users provide to them, however, in the event of a breach of their security measures, the User agrees that Company will not be liable for any losses or damages.
Endura Flat Roofing Ltd limits access to personal information about Users to employees, for whom we reasonably believe it is necessary, in order to provide products or services.
Endura Flat Roofing Ltd does not need to register with ICO as the Company only handles personal data only for core business purposes of staff administration, advertising marketing and PR accountsrelating to it’s own business and record keeping. Endura Flat Roofing will still comply with GDPR regulations.
May I see the information company collects about me?
You are entitled to see the personal information held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date. If you wish to do this, please contact us at email@example.com. We are entitled by law to charge a fee of £10 to meet our costs in providing you with details of the information we hold about you, but we may at our discretion waive this charge.
Where is the web site located?
Company web site is maintained in the United Kingdom. If User is located outside of the U.K., by using the web site, User authorizes the import of their information and its use, as specified in this Policy.
What is the minimum age to use this website?
The use of The Company’s website and products/services are intended for persons who are sixteen (16) years or older, or business entities
The Company reserves the right to amend this Policy at any time, in the event that this becomes necessary after initial release, or in the event that it becomes necessary with respect to additional, deleted, modified or amended services provided by Company.
The Comapny will not personally notify you of any amendments to this Policy. Users are urged to check this Policy frequently in order to determine whether any changes have been made. Users understand and agree that continued use of the Company web site assumes that they have read and accepted this Policy, as it may be amended from time to time.
Where can I access this policy?
The Company never uses or installs spy ware on User computers, nor do we use spy ware to retrieve information from User computers.
The section titles used in this Policy are purely for convenience and carry with them no legal or contractual effect.
All comments, queries and requests relating to our use of your information are welcomed and should be addressed to firstname.lastname@example.org.