What information do we collect?
We may collect, store and use the following kinds of personal information:
- information about your computer and about your visits to and use of our website;
- information relating to any transactions carried out between you and us, including information relating to any purchases you make of our goods or services;
- information that you provide to us for the purpose of registering with us or contacting us;
- information that you provide to us during telephone calls;
- any other information that you choose to provide to us; and
- information arising out of the services we provide to you.
Using your personal information
We may use your personal information to:
- administer our website;
- improve your browsing experience by personalising the website;
- enable your use of our services;
- supply to you goods and services;
- send statements and invoices to you, and collect payments from you;
- send you general (non-marketing) commercial communications;
- send you email notifications which you have specifically requested;
- send you marketing communications relating to our business which we think may be of interest to you (and you can inform us at any time if you no longer require marketing communications);
- provide third parties with statistical information about our users – but this information will not be used to identify any individual user;
- deal with enquiries and complaints made by or about you;
- keep our website secure and prevent fraud.
In addition, 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 the purchaser (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.
Security of your 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 our 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.
You may instruct us to provide you with any personal information we hold about you. Provision of such information will be subject to:
- the payment of a fee; and
- 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 such personal information to the extent permitted by law.
You may instruct us not to process your personal information for our own marketing purposes, by sending an email to us.
Third party websites
Our website may contain links to other websites. We are not responsible for the privacy policies or practices of third party websites.
Please let us know if the personal information which we hold about you needs to be corrected or updated.
Our data protection registration number is ZA197538.
As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser. We suggest consulting the ‘Help’ section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers.
The only cookies in use on our site are for Google Analytics. Google Analytics is a web analytics tool that helps website owners understand how visitors engage with their website. Google Analytics customers can view a variety of reports about how visitors interact with their website so that they can improve it. We may collect information about your computer, including your IP address, operating system and browser type, for system administration and in order to create reports. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual. Google Analytics collects information anonymously.
For a full list of cookies used by Google Analytics for the purposes above, please click here.
You can opt out of Google Analytics without affecting how you visit our site.
If you do have a complaint about our company we want to hear about it and we will do our best to put it right. Our customer complaints procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase customer satisfaction;
- To use complaints constructively in the planning and improvement of all our products and services:
- Ultimately, to ensure customers are left with a positive view of the company and would be happy to make another purchase from us in future.
How to complain
We would like to sort out any complaint as soon as possible. Most complaints can be resolved informally. In the first instance contact us on 01245 950933 and we will try to sort the matter out. We would strongly advise you to do this if the matter is urgent and where any delay could lead to further damage. If you make contact by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish to resolve matters informally, you may pursue a formal complaint. All formal complaints are dealt with in writing only so there is a full record of the matter.
Write down your complaint and send it to:
Compliance Department, House Choice, Unit 76 Waterhouse Business Centre, 2 Cromar Way, Chelmsford, Essex CM1 2QE
Please provide us with as much detail as possible to help us assess your complaint including what outcome you are looking for. This will save us time and help us to resolve your complaint as quickly as possible.
What happen next?
We will provide acknowledgement of your complaint within 5 working days of receipt. You may be contacted to make sure that we have understood your complaint properly or to clarify any issue.
Our compliance team will investigate the matter thoroughly and may engage in written correspondence with you throughout the investigation process.
We will endeavour to resolve your complaint within 14 days of receipt, although most complaints will usually be resolved much quicker.
If we cannot resolve all aspects of your complaint, our final response will confirm you can contact our alternative dispute resolution (ADR) body – HIES – to take your complaint further if you wish. HIES will contact you within 48 hours of your call to take full details.
In all cases, a complaint will be given full and fair consideration.
Can you take your complaint elsewhere?
Yes. You can seek independent advice on your legal rights at any time in this process or contact the Citizens Advice Consumer Service below. However, we believe we can work out any problems with you directly without causing you any inconvenience.
If you are not entirely happy after receiving our final response then you are still entitled to contact the Citizens Advice Consumer Service or the ADR provider we advise you of. If your complaint relates to a finance agreement you can also contact the Financial Ombudsman Service. You must refer your complaint to the FOS within 6 months of receiving our final response or they may be unable to consider it.
Citizens Advice Consumer Service
Tel: 03454 040506
Financial Ombudsman Service
0800 023 4567
Or email: email@example.com
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk