PRIVACY NOTICE
1. INTRODUCTION
This privacy notice provides you with details of how we collect and process your personal data through your use of our site www.plande.uk.
This privacy notice also explains your rights, including your right to raise concerns or complaints about how we handle your personal data.
By using our website and providing your data, you confirm that you are aged 13 or over.
HAPC Ltd are the data controller and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice).
Contact Details
Our full details are:
Full name of legal entity: HAPC Ltd
Email address: email@plande.uk
Postal address: 1st Floor, Kennedy House, 31 Stamford Street, Altrincham WA14 1ES
It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time your personal information changes by emailing us at email@plande.uk
2. WHAT DATA DO WE COLLECT ABOUT YOU, FOR WHAT PURPOSE AND ON WHAT GROUND WE PROCESS IT
Personal data means any information capable of identifying an individual. It does not include anonymised data.
We may process the following categories of personal data about you:
· Communication Data that includes any communication that you send to us whether that be through the contact form on our website, through email, text, social media messaging, social media posting, telephone or any other communication that you send us. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Your communication may be handled by a third-party service provider acting on our behalf. Our lawful ground for this processing is our legitimate interests which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.
· Customer Data that includes data relating to any purchases of goods and/or services such as your name, title, billing address, delivery address email address, phone number, contact details, purchase details and your card details. We process this data to supply the goods and/or services you have purchased and to keep records of such transactions. Our lawful ground for this processing is the performance of a contract between you and us and/or taking steps at your request to enter into such a contract.
· User Data that includes data about how you use our website and any online services together with any data that you post for publication on our website or through other online services. We process this data to operate our website and ensure relevant content is provided to you, to ensure the security of our website, to maintain back- ups of our website and/or databases and to enable publication and administration of our website, other online services and business. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business.
· Technical Data that includes data about your use of our website and online services such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website. The source of this data is from our analytics tracking system. We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant website content and advertisements to you and to understand the effectiveness of our advertising. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business and to grow our business and to decide our marketing strategy.
· Marketing Data that includes data about your preferences in receiving marketing from us and our third parties and your communication preferences. We process this data to enable you to partake in our promotions such as competitions, prize draws and free give-aways, to deliver relevant website content and advertisements to you and measure or understand the effectiveness of this advertising. Our lawful ground for this processing is our legitimate interests which in this case are to study how customers use our products/services, to develop them, to grow our business and to decide our marketing strategy.
· We may use Customer Data, User Data, Technical Data and Marketing Data to deliver relevant website content and advertisements to you (including Facebook adverts or other display advertisements) and to measure or understand the effectiveness of the advertising we serve you. Our lawful ground for this processing is legitimate interests which is to grow our business. We may also use such data to send other marketing communications to you. Our lawful ground for this processing is either consent or legitimate interests (namely to grow our business). [NOTE SEE SECTION 4 BELOW]
· Call Recording Data. We may record telephone calls for the purposes of:
– Training and quality assurance
– Monitoring customer service standards
– Establishing, pursuing or defending legal claims
Our lawful basis for this processing is our legitimate interests in improving our services and protecting our business. Where calls are recorded or transcribed, you will be informed at the start of the call. Call recordings, transcripts and summaries may be retained in accordance with this privacy notice, for the purposes set out above. Calls may be recorded either by us or by authorised service providers acting on our behalf.
Appointment Booking Data
Appointment Booking Data includes your name, email address, telephone number, meeting preferences, appointment details, calendar availability and any information you provide when booking an appointment with us. We process this data to arrange and manage appointments, send reminders and coordinate meetings. Our lawful basis for processing is the performance of a contract, taking steps at your request before entering a contract, and our legitimate interests in managing our business efficiently. Appointment booking services may be provided through third-party scheduling platforms acting on our behalf.
Telephone Enquiry Data
Telephone Enquiry Data includes caller identification information, telephone numbers, call recordings, call transcripts, enquiry details and notes generated during calls. Some telephone calls may be answered by an AI-powered virtual assistant acting on our behalf. The assistant may collect information, qualify enquiries, provide basic information and arrange appointments. We process this data for customer service, project and enquiry management, appointment booking, quality assurance, training and business administration.
Sensitive Data
We do not collect any Sensitive Data about you. Sensitive data refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We do not collect any information about criminal convictions and offences.
Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.
We will only use your personal data for a purpose it was collected for or a reasonably compatible purpose if necessary. For more information on this please email us at email@plande.uk. In case we need to use your details for an unrelated new purpose we will let you know and explain the legal grounds for processing.
We may process your personal data without your knowledge or consent where this is required or permitted by law. If you have any concerns about how your personal data is used, you can raise this with us using the complaints process set out below.
Automated Processing, Artificial Intelligence and Workflow Automation
We use automated systems, workflow automation platforms, customer relationship management and artificial intelligence (AI) technologies as part of our business operations. These systems may assist with:
– Handling incoming telephone enquiries
– Generating call transcripts and summaries
– Qualifying enquiries based on predefined business criteria
– Scheduling appointments
– Routing enquiries to appropriate personnel
– Managing communications and workflow automation
Some telephone calls may be answered initially by an AI-powered virtual assistant acting on our behalf. Information provided during these calls may be recorded, transcribed and processed to help us respond efficiently to projects and enquiries.
Information submitted through website forms may also be processed using automation and artificial intelligence technologies to help us manage projects, enquiries, allocate resources and schedule appointments.
We may use automation platforms to transfer information between our business systems. This may involve transferring personal data between approved service providers for the purposes of project and enquiry management, customer service, appointment scheduling and business administration.
Automated processes may assist in identifying enquiries that appear unsuitable for our services based on predefined criteria. These assessments may be reviewed by a member of our team where appropriate. The processes are designed to support efficient business operations and are not intended to produce decisions with legal or similarly significant effects on individuals.
3. HOW WE COLLECT YOUR PERSONAL DATA
We may collect data about you by you providing the data directly to us (for example by filling in forms on our site or by sending us emails). We may automatically collect certain data from you as you use our website by using cookies and similar technologies. Please see our cookie policy for more details about this.
We may receive data from third parties such as analytics providers such as Google based outside the UK, advertising networks such as Facebook based outside the UK, such as search information providers such as Google based outside the UK, providers of technical, payment and delivery services, such as data brokers or aggregators.
We may also receive data from publicly available sources such as Companies House, local authorities and the Electoral Register.
4. MARKETING COMMUNICATIONS
Our lawful ground of processing your personal data to send you marketing communications is either your consent or our legitimate interests (namely to grow our business).
[Under the Privacy and Electronic Communications Regulations, we may send you marketing communications from us if (i) you made a purchase or asked for information from us about our goods or services or (ii) you agreed to receive marketing communications and in each case you have not opted out of receiving such communications since. Under these regulations, if you are a limited company, we may send you marketing emails without your consent. However you can still opt out of receiving marketing emails from us at any time.]
Before we share your personal data with any third party for their own marketing purposes we will get your express consent.
You can ask us or third parties to stop sending you marketing messages at any time by emailing us at email@plande.uk at any time.
If you opt out of receiving marketing communications this opt-out does not apply to personal data provided as a result of other transactions, such as purchases, warranty registrations etc.
5. DISCLOSURES OF YOUR PERSONAL DATA
We may have to share your personal data with the parties set out below:
- Service providers who provide IT, website, automation, data processing and system administration services.
- Telephone answering and customer contact service providers who receive and process personal data on our behalf when handling calls, messages, enquiries and appointment requests.
- Professional advisers including CDM, lawyers, bankers, auditors and insurers
- Government bodies that require us to report processing activities.
- Telephone answering, call transcription, AI communication, workflow automation and appointment scheduling providers who process personal data on our behalf when handling projects, enquiries and arranging meetings.
- Third parties to whom we sell, transfer, or merge parts of our business or our assets.
We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions.
Examples of service providers we may use include providers of:
- Cloud hosting and data storage
- Customer relationship management (CRM) systems
- Website analytics
- Workflow automation
- AI-powered communication systems
- Appointment scheduling services
- Telephony and call management services
6. INTERNATIONAL TRANSFERS
Some of our service providers, including AI, cloud computing, workflow automation and appointment scheduling providers, may process personal data outside the United Kingdom. Where this occurs, appropriate safeguards are in place, including UK International Data Transfer Agreements, Addendums, Standard Contractual Clauses or reliance on adequacy regulations where applicable.
We have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation. We also allow access to your personal data only to those employees and partners who have a business need to know such data. They will only process your personal data on our instructions and they must keep it confidential.
8. DATA RETENTION
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
When deciding what the correct time is to keep the data for we look at its amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, the processing purposes, if these can be achieved by other means and legal requirements.
For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.
In some circumstances we may anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
9. YOUR LEGAL RIGHTS
Under data protection laws you have rights in relation to your personal data that include the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent.
You also have the right to raise a complaint directly with us about how we handle your personal data and to ask us to investigate any concerns you may have.
You can see more about these rights at:
https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
If you wish to exercise any of the rights set out above, please email us at email@plande.uk.
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 or refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We try to respond to all legitimate requests within one month. Occasionally it may 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.
10. DATA PROTECTION COMPLAINTS
If you have any concerns about how we collect, use or handle your personal data, you have the right to make a complaint directly to us.
You can submit a complaint using the following contact details:
Email: privacy@plande.uk
Telephone: 0333 444 3433
Post: 1st Floor, Kennedy House, 31 Stamford Street, Altrincham WA14 1ES
When you make a complaint, we will:
– Acknowledge receipt of your complaint within 30 days
– Investigate your complaint without undue delay
– Take appropriate steps to resolve the issue
– Keep you informed of progress where appropriate
– Provide you with a written outcome
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
https://ico.org.uk
11. THIRD-PARTY LINKS
This 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.
12. COOKIES
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see below.
COOKIE POLICY
What’s a cookie?
•A “cookie” is a piece of information that is stored on your computer’s hard drive and which records how you move your way around a website so that, when you revisit that website, it can present tailored options based on the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing purposes.
•Cookies are used by nearly all websites and do not harm your system.
If you want to check or change what types of cookies you accept, this can usually be altered within your browser settings. You can block cookies at any time by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
How do we use cookies?
•We use cookies to track your use of our website. This enables us to understand how you use the site and track any patterns with regards how you are using our website. This helps us to develop and improve our website as well as products and / or services in response to what you might need or want.
•Cookies are either:
– Session cookies: these are only stored on your computer during your web session and are automatically deleted when you close your browser – they usually store an anonymous session ID allowing you to browse a website without having to log in to each page but they do not collect any personal data from your computer; or
– Persistent cookies: a persistent cookie is stored as a file on your computer and it remains there when you close your web browser. The cookie can be read by the website that created it when you visit that website again. We use persistent cookies for Google Analytics. We use CookieYes to manage consent preferences and maintain records of consent provided by website visitors.
•Cookies can also be categorised as follows:
– Strictly necessary cookies: These cookies are essential to enable you to use the website effectively, such as when buying a product and / or service, and therefore cannot be turned off. Without these cookies, the services available to you on our website cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you have been on the internet.
– Performance cookies: These cookies enable us to monitor and improve the performance of our website. For example, they allow us to count visits, identify traffic sources and see which parts of the site are most popular.
– Functionality cookies: These cookies allow our website to remember choices you make and provide enhanced features. For instance, we may be able to provide you with news or updates relevant to the services you use. They may also be used to provide services you have requested such as viewing a video or commenting on a blog. The information these cookies collect is usually anonymised.
