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Privacy Policy

1. Information we hold

Uplifts, the brand owned by Stannah Homelifts Ltd, may hold the following details about you:

  • Personal information such as your name and address and any information you may have given us when discussing your needs or submitted in writing which may include sensitive personal data
  • The number that you telephoned us on or the email address that you contacted us from
  • Digital information, including your IP address and how you found us online
  • Contact preferences
  • Recordings of calls you have made to us
  • Information pertaining to your contract
  • Transaction records (but note no bank or card details are recorded or retained)
  • Details of any sales or service visits we may have made to you and any calls or contact we may have with each other
  • Technical information regarding your product and/or installation

2. Sensitive personal data

For some products, it is helpful to collect and process information defined as ‘sensitive’, such as information about health conditions. This information may be used by our sales consultants to help them specify the product, by our installation teams, service teams, or other teams to offer you the most appropriate product or service. We will always ask for your permission to store and process sensitive information and it will always be held securely.

3. Where do we collect personal data

Much of the data we hold about you will be data you provide to us directly. However, we may also collect data about from the following sources:

  • a mobility shop or other referrer
  • a Local Authority if they are providing any funding
  • any relatives or other contacts you nominate to liaise with us on your behalf
  • information you may make available via social media

4. How do we use personal data

We will only use personal data when the law allows us to do so and relying on a relevant basis for lawful processing in each instance. We will use your personal data in the following circumstances, relying on the basis of processing indicated:

Basis of processing: Where we need to perform a contract we are about to enter into or have entered into with you.

  • To manage your enquiry and provide you with information, products or services that you request from us, along with any follow-up services (contact details).
  • To carry out our obligations arising from any contracts entered into between you and us (contact details, payment information and any information relating to personalisation status).

Basis of processing: Where it is necessary for our legitimate interests (or those of a third party and we have undertaken an assessment to determine that processing for those interests (listed below) does not outweigh your interests and fundamental rights, considering the nature and impact of the processing and any relevant safeguards we can put in place.

  • To ensure that content from our website is presented in the most effective manner for you and for your device (online identifiers, location data and other technical information).
  • To provide you with information, products or services that we feel may interest you (where you have consented to be contacted for such purposes to the extent consent is required by law) (contact details and any information relating to personalisation preferences).
  • To allow you to participate in interactive features of our service, when you choose to do so (online identifiers, location data and other technical information).
  • To share certain data with credit agencies in order to verify the funding for your purchase (contact details, date of birth, addresses, bank account or payment card details).
  • To notify you about changes to our service (contact details).
  • To maintain a basic amount of information about you and your transaction history, in order to provide you with a service tailored to your preferences (contact details, payment history and any information relating to personalisation status).
  • To send you invites to review our products or services through third-party services (email address). Where we share data for this purpose, third parties will not be able to use your data for any other purpose and we will do so subject to a written agreement that ensures suitable protections are in place. You have the right to withdraw consent to such use at any time by contacting us.

Basis of processing: Where we need to comply with a legal or regulatory obligation.

  • To retain basic transaction details for the purpose of tax reporting (contact details and transaction history).

Basis of processing: Where you have consented to the processing.

  • To use any information you provide to us relating to your health or medical conditions (see above) where that information is helpful in ensuring you receive the most appropriate products and services (information relating to medical conditions and health).
  • In cases where we are unable to provide a product directly but we have a distributor who may be able to help you we will ask for your permission to pass over your data and we will maintain a record for administrative and accounting purposes (contact details and any information relating to personalisation status.
  • To use non-essential cookies on our website (see “Cookies” section below for further information) (online identifiers, location data and other technical information). You have the right to withdraw consent to such use at any time by contacting us. You have the right to withdraw consent to such use at any time by contacting us but please note that some or all parts of our website may no longer be accessible to you.
  • To send you direct marketing communications via email, text message, post or telephone call (contact details). You have the right to withdraw consent to any such use at any time by contacting us.

Other notes about how we use personal data:

  • Please note that we may process your personal data for more than one lawful basis depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal basis we are relying on to process your personal data.
  • We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. Please contact us if you would like further details of any additional purposes of processing. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis that allows us to do so.
  • Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with services). If this happens, we may have to cancel, or be unable to provide, any services you have requested.
  • Please note that we may process your personal data without your knowledge or consent where required or permitted by law.
  • We may collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data may be derived from your personal data but is not considered “personal data” in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your website usage data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.
  • If you provide us with any personal data relating to relatives, partners or other individuals it is your duty to make such persons aware that their personal data may be shared with us and to provide them with appropriate information about how their personal data may be processed by us.

5. Hoax requests

It is unfortunate but we often receive hoax requests for brochures. Mostly these are done in the spirit of jest but occasionally these are malicious. It is with regret that in all of these cases we cannot provide any information about who submitted the request, including photocopies of coupons, call recordings, IP addresses etc., except to police or, where applicable, regulatory authorities.

6. Personal data

We will not keep personal data in a form which permits identification of individuals for longer than is necessary for the purpose or purposes for which they were collected. We will take all reasonable steps to destroy, or erase from our systems, all data which is no longer required. 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 personal data, the purposes for which we process information and whether we can achieve those purposes through other means, and the applicable legal requirements.

We will only keep personal data for as long as is necessary for the purpose or purposes for which that personal data is processed; and we will let anyone about whom we process data know how long that is or the criteria that go into deciding how long that is.

We may sometimes anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

If you enquire with us we will hold your data for five years from the date we received your enquiry unless you ask us to remove your information beforehand. If you ask us to remove your data we will then hold your information in a suppression file to match against any third party data we may buy in and you will not be marketed to or receive any information from us.
If you purchase a product or service from us we will still hold your data following the expiration of the warranty period for the purposes of any future retrofit, product or service liability claims.

7. Call recordings

We record some calls for training and monitoring purposes. Where calls are recorded, you will be notified prior to connection to an agent.

Our systems automatically record the telephone number that you dialled in from. We do not use this data for contact purposes without consent other than we will use this number in the event you did not get through to us and we return your call to establish the nature of your enquiry.

8. Marketing

Your details may be used to send you marketing information relevant to your enquiry for a period of a maximum of five years following your initial contact.

If you make a request for product or service information and provide us with your details we will use these to fulfil your request and periodically follow up your enquiry. You can tell us to stop following up at any time.

We will ask for your specific consent for any additional marketing activity, for example if we wanted to send you something we thought you might be interested in but was unrelated to your original enquiry. We will maintain a record of when and how we obtained your consent. You can withdraw your consent at any time.

We will ensure that any data that we purchase is from a reputable source, that data has been screened against preference services and has been collected and maintained in compliance with data protection legislation.

We periodically undertake market research, either directly or via independent third parties to help us better understand our market and how we can improve our products and services. We may profile our data based on the information you provide and any data we may acquire externally to identify relevant groups to contact.

Customer satisfaction

It is incredibly helpful for us to understand how satisfied you are with your experience of uplifts. We may ask you to complete an uplifts customer satisfaction survey, either in print or online, which we will use to monitor our performance and any concerns our customers raise.

We may invite you to complete an online customer review via a third-party service. These organisations will process your data on our behalf and cannot use your data for their own purposes.

Occasionally, as part of our commitment to independent accreditation services, we may invite you to complete surveys that will be used by these third parties to monitor our performance against their criteria. We will not, however, share your data with these organisations.

Profiling and automated decision making

Based on the information that you provide to us and information we may obtain through cookies that you consent to and third party services, we may profile your data e.g. customer type, location, demographics, product and service interest areas to enable us to tailor our sales and marketing communications to you. You have the right to object to profiling and automated decision making.

We may conduct credit checks where necessary for contractual purposes.

9. Cookies and web tracking

Our website use a range of cookies and tracking pixels to help us ensure our websites provide information effectively. Please see the cookie statement for each of our websites for full details.

www.uplifts.com/cookies

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