Valcore Plumbing & Heating in Colchester
Valcore Plumbing & Heating in Colchester

01206 433533

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Complaints

Customer Complaints Policy

Complaints Handling Procedure

Data Protection Policy

Complaints Form

 

Customer Complaints Policy

1. Definitions

1.1 In this Complaints Policy the following expressions have the following meanings:

 

“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England & Wales;
“Complaint” means a complaint about our goods AND/OR services , employees, agents, subcontractors, or customer service;
“Complaints Form” means our standard complaints form, available here;
“Complaints Policy” means this document;
“Complaints Procedure” Means our internal complaints handling procedure which is followed when handling a Complaint and is available here for your reference;
“Complaint Reference” means a unique number assigned to your Complaint that will be used to track your Complaint;
“External Resolution” means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome.

 

 2. Purpose of this Complaints Policy

2.1          we welcome and encourage feedback of all kinds from our customers.  If you have a Complaint about our goods AND/OR services, employees, agents, subcontractors, or customer service, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

2.2          It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies.  In particular, the aims of this Complaints Policy are:

2.2.1     To provide a clear and fair procedure for any customers who wish to make a Complaint about our goods AND/OR services, employees, agents, subcontractors, or customer service;

2.2.2     To ensure that everyone working for or with us knows how to handle Complaints made by our customers;

2.2.3     To ensure that all Complaints are handled equally and in a fair and timely fashion;

2.2.4     To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

 

3. What this Complaints Policy Covers

3.1          This Complaints Policy applies to our sale of goods AND/OR provision of services, employees, agents, subcontractors, and customer service.

3.2          For the purposes of this Complaints Policy, any reference to us, valcore Limited also includes our employees, agents, subcontractors.

3.3          Complaints may relate to any of our activities and may include (but not be limited to):

3.3.1     The quality of customer service you have received from us;

3.3.2     The behaviour and/or professional competence of our employees, agents, subcontractors;

3.3.3     Delays, defects or other problems associated with the sale of goods;

3.3.4     Delays, defects, poor workmanship or other problems associated with the provision of services;

3.4          The following are not considered to be Complaints and should therefore be addressed accordingly:

3.4.1     General questions about our goods AND/OR services;

3.4.2     Matters concerning contractual or other legal disputes;

3.4.3     Formal requests for the disclosure of information, for example, under the Data Protection Act;

 

4. Making a Complaint

4.1          All Complaints, whether they concern our goods AND/OR services, employees, agents, subcontractors, or customer service should be made in one of the following ways:

4.1.1     In writing, addressed to Brett Went, valcore Limited, The Colchester Centre, Hawkins Road, Colchester, Essex CO2 8JX;

4.1.2     By email, addressed to Brett Went at complaints@valcore.co.uk;

4.1.3     Using our Complaints Form, following the instructions included with the form;

4.1.4     By contacting us by telephone on 01206 433533.

4.2          When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

4.2.1     Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

4.2.2     If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

4.2.3     If you are making a Complaint about a particular transaction, the Invoice number should be included;

4.2.4     If you are making a Complaint about a particular employee, agent, subcontractor of ours, the name and, where appropriate, position of that employee, agent, subcontractor;

4.2.5     Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

4.2.6     Details of any documents or other evidence you wish to rely on in support of your Complaint;

4.2.7     Details of what you would like us to do to resolve your Complaint and to put things right.  (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

 

5. How We Handle Your Complaint

5.1          Following our Complaints Procedure, our aim is to always resolve complaints to your satisfaction without further recourse to External Resolution.  If you are not satisfied with the resolution of your Complaint, you may refer to External Resolution as detailed below.

5.2          Upon receipt of your Complaint, Brett Went will log the Complaint in our complaints software system and will acknowledge receipt of it in writing within 28 days, giving you a Complaint Reference.

5.3          When we acknowledge receipt of your Complaint we will also inform you of who is to handle your Complaint.  This may be the person to whom your original Complaint was directed (as above) or your Complaint may be delegated to an appropriate member of our team.

OR

5.4          If your Complaint relates to a specific employee, agent, subcontractor, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond.  Any communication between you and the employee, agent, subcontractor in question should take place only through the person handling your complaint and we respectfully ask that you do not contact the employee, agent, subcontractor in question directly concerning the Complaint while we are working to resolve it.

5.5          If we require any further information or evidence from you, we will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

5.6          We aim to resolve Complaints within 28 Business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

5.7          At the conclusion of the complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  Our decision at this stage is final , subject to your right to seek External Resolution of your Complaint.

5.8           If you are not satisfied with the resolution of your Complaint you may seek External Resolution of your Complaint from http://www.consumer-ombudsman.org/.

 

6. Confidentiality and Data Protection

6.1          All Complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with those employees, agents, subcontractors who need to know in order to handle your Complaint.

6.2          We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.  If you have given such permission, you may revoke it at any time by contacting Brett Went.

6.3          All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.

 

7. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Brett Went by post at valcore Limited, The Colchester Centre, Hawkins Road, Colchester, Essex CO2 8JX, by telephone on 01206 433533, or by email at complaints@valcore.co.uk.

 

8. Policy Responsibility and Review

8.1          Overall responsibility for this Complaints Policy and the implementation thereof lies with Brett Went.

8.2          This Complaints Policy is regularly reviewed and updated as required.

8.3          This Complaints Policy was adopted on 18th October 2015.

8.4          This Complaints Policy was last reviewed on 18th October 2015.

 

 

Complaints Handling Procedure

1. Definitions and Interpretation

1.1          In this Complaints Handling Procedure the following expressions have the following meanings:

 

“Appeal” means a request from a Customer to escalate a Complaint to Level Two following an unsatisfactory outcome at Level One;
“Appeal Handler” means an employee of valcore Limited working at Level Two who will handle Level Two Complaints;
“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England & Wales;
“Complaint” means a complaint about goods AND/OR services sold by valcore Limited, about our customer service, or about our employees or subcontractors;
“Complaints Form” means our standard complaints form for use by Customers, available from www.valcore.co.uk/complaints;
“Complaint Handler” means an employee of valcore Limited working at Level One who will handle Level One Complaints;
“Complaints Policy” means our customer complaints policy, available from www.valcore.co.uk/complaints;
“Complaint Reference” means a unique code assigned to a Complaint that will be used to track that Complaint;
“Customer” means a customer of valcore Limited  and includes potential customers (no purchase necessary);
“Data Protection Policy” means our data protection policy, available from ww.valcore.co.uk/complaints;
“Decision Letter” means a letter sent by a Complaint Handler or Appeal Handler to a Customer informing that Customer of the outcome of their Complaint;
“External Resolution” means the referral of a Complaint to an external body or organisation for resolution by a Customer if that Customer is not satisfied with the outcome at Level Two;
“Investigation Report” means the report prepared by a Complaint Handler or Appeal Handler detailing his/her investigation;
“Level One” means the first stage in this Complaints Handling Procedure under which Complaints will be handled by a Complaint Handler;
“Level Two” means the second stage in this Complaints Handling Procedure under which a Customer may appeal the outcome of a Level One Complaint and under which Complaints will be handled by an Appeal Handler;
“Recommendation” means the recommended resolution to a Complaint made by a Complaint Handler or Appeal Handler;
“Resolution Action” means the available actions to be taken in response to a Complaint as detailed in Section 8.

 

2. What this Complaints Handling Procedure Covers

2.1          This Complaints Handling Procedure applies to Complaints pertaining to the sale of goods AND/OR the provision of services by valcore Limited, to our customer service and to our employees, agent, subcontractors.

2.2          For the purposes of this Complaints Handling Procedure, any reference to valcore Limited also includes our employees, agent, subcontractors.

2.3          Complaints may relate to any of our activities and may include (but not be limited to):

2.3.1     The quality of our customer service;

2.3.2     The behaviour and/or professional competence of our employees agent subcontractors;

2.3.3     Delays, defects or other problems associated with the sale of goods;

2.3.4     Delays, defects, poor workmanship or other problems associated with the provision of services;

2.4          The following do not constitute Complaints.  Customers raising such questions or matters should be directed to the appropriate person OR department:

2.4.1     General questions about our goods AND/OR services;

2.4.2     Matters concerning contractual or other legal disputes;

2.4.3     Formal requests for the disclosure of information including, but not limited to, those made under the Data Protection Act;

 

3. Receipt and Recording of Complaints

3.1          Customers may make Complaints to valcore Limited using any of the following methods:

3.1.1     In writing, addressed to Brett Went, valcore Limited, The Colchester Centre, Hawkins Road, Colchester, Essex CO2 8JX;

3.1.2     By email, addressed to Brett Went at complaints@valcore.co.uk;

3.1.3     Using our Complaints Form, following the instructions included with the form;

3.1.4     By contacting us by telephone on 01206 433533.

3.2          Upon receipt of Complaints, the following steps should be taken within 14 Business Days:

3.2.1     If a written Complaint is received by post, Brett Went must register, log and store the complaint within the complaints software system;

3.2.2     If a written Complaint is received by email, Brett Went must register, log and store the complaint within the complaints software system;

3.2.3     If a Complaints Form is received, Brett Went must register, log and store the complaint within the complaints software system;

3.2.4     If a Complaint is made by telephone, Brett Went must register, log and store the complaint within the complaints software system.

3.3          All Complaints must be given a Complaint Reference and forwarded to an appropriate Complaint Handler, selected in accordance with Section 6.1 within 14 Business Days.

3.4          All Complaints must be acknowledged in writing within 14 of receipt by Brett Went.  The acknowledgement should inform the Customer of their Complaint Reference, their assigned Complaint Handler and should include copies of valcore Limited’s Customer Complaint Policy and this Complaints Handling Procedure.

 

4. Complaint Information

4.1          Customers are advised in our Complaints Policy that the following information should be provided in as much detail as is reasonably possible when making a Complaint:

4.1.1     The Customer’s name, address, telephone number and email address, indicating any preferred method of communication;

4.1.2     If the Customer is being represented by a third party, the information set out in Section 4.1.1 should be provided in reference to both parties;

4.1.3     If the Complaint relates to a particular transaction, the Invoice number etc;

4.1.4     If the Complaint relates to a particular employee agent subcontractor, the name and, where appropriate, position of that employee agent subcontractor;

4.1.5     Further details of the Complaint including, as appropriate, all times, dates, events, and people involved;

4.1.6     Details of any documents or other evidence on which the Customer wishes to rely in support of the Complaint;

4.1.7     Details of how the Customer would like valcore Limited to resolve the Complaint.  Whilst we undertake to make all reasonable efforts to accommodate such requests, however, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.

4.2          If the information detailed in Section 4.1 is missing, insufficiently detailed, or incomplete, Brett Went should contact the Customer within 14 Business Days of receipt of the Complaint to request further information OR the Complaint Handler should contact the Customer within 14 Business Days of being assigned to the Complaint to request further information.

 

5. Complaint Levels

5.1          valcore Limited operates a two-stage complaints handling procedure.  Upon receipt, all new Complaints should be handled in accordance with the Level One procedure set out in Section 6 below.  It is our policy to use all reasonable endeavours to resolve all Complaints to Customers’ satisfaction at Level One.

5.2          If a Customer is not satisfied with the resolution of their Complaint at Level One, he/she may request that the Complaint is escalated to Level Two in the form of an Appeal at which point the Complaint should be handled in accordance with the Level Two procedure set out in Section 7 below.

5.3          If a Customer is not satisfied with the resolution of their Complaint at Level Two, he/she has the option of referring the matter to http://www.consumer-ombudsman.org/ for External Resolution.

 

6. Level One Complaints

6.1          The following staff members are qualified and eligible Complaint Handlers for Level One Complaints:

6.1.1     Complaints pertaining to customer service may be referred to:

Brett Went, Director, complaints@valcore.co.uk;.

6.1.2     Complaints pertaining to the behaviour and/or professional competence of our employees or Subcontractors may be referred to:

Brett Went, Director, complaints@valcore.co.uk;.

6.1.3     Complaints pertaining to goods may be referred to:

Brett Went, Director, complaints@valcore.co.uk;.

6.1.4     Complaints pertaining to services may be referred to:

Brett Went, Director, complaints@valcore.co.uk;.

6.2          Upon receipt of a Complaint, the Complaint Handler shall consider the Complaint and make a decision within 14 Business Days whether to:

6.2.1     Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 6.3; or

6.2.2     Dismiss the Complaint if it is considered to be invalid, in which case the Complaint Handler should inform the Customer of his/her decision in writing within 14 Business Days.

6.3          Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Complaint Handler shall have a period of 28 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).

6.4          If the Complaint relates to (a) particular employee(s) subcontractor(s) (a “Complainee” or “Complainees”), the Complaint Handler shall inform the Complainee(s) in question of the Complaint and arrange meetings AND/OR telephone calls as required to discuss the Complaint.  In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint.  If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.2.3 of our Complaints Policy.  Any such contact should be reported to the Complaint Handler.

6.5          If the Complaint Handler requires additional information or evidence in support of the Complaint, the Complaint Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required.  Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.2.4 of our Complaints Policy.

6.6          If a Customer is unable or unwilling to provide information or evidence requested under Section 6.5, the Complaint Handler must nevertheless use all reasonable endeavours to resolve the Complaint.  If, however, the Complaint Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 6.9 to 6.12.

6.7          The Complaint Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.

6.8          Subject to the exceptions in Section 6.8.1, During the investigation of the Complaint, the Complaint Handler shall have access to all records, information, employees or subcontractors that may be necessary to enable him/her to carry out an impartial and thorough investigation.

6.9          Following his/her examination of the Complaint, the Complaint Handler shall reach a decision within the time period set out in Section 6.3 (subject to the exceptions noted therein).  Resolution Actions that may be chosen are set out in Section 8.

6.10       Upon reaching a decision, the Complaint Handler shall send an Investigation Report and Recommendation for review and authorisation by Brett Went who shall be required to respond within 28 Business Days.

6.11       In the event that Brett Went does not agree with the Complaint Handler’s decision and/or Recommendation under Section 6.10 he/she must give reasons for such disagreement and the Complaint Handler shall have a further 28 Business Days to revise his/her decision and/or Recommendation and resubmit it to Brett Went for review and authorisation.  If, following resubmission, Brett Went still does not agree with the decision and/or Recommendation, Brett Went’s preferred decision and/or Recommendation shall be final.

6.12       Upon reaching a decision under Section 6.9 OR Upon receiving approval or a final decision under Section 6.10 or 6.11, as applicable, the Complaint Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate.  Decision Letters shall set out the decision, the Resolution Action(s), and shall remind the Customer of their right to escalate the Complaint to Level Two.  2 copy/copies of the Investigation Report and Decision Letter should be registered, logged and stored within the complaints software system.

6.13       If a delay either occurs or is considered likely to occur at any stage of the Level One procedure, the Complaint Handler shall inform the Customer using the Customers preferred communication method.  The Customer should be informed of the length or likely length of the delay and the reasons therefor.

6.14       The Customer shall have a time limit of 28 Business Days within which to make an Appeal if he/she wishes to escalate the Complaint to Level Two.

6.15       Upon receipt of an Appeal, the following steps should be taken within 28 Business Days by the Complaint Handler:

6.15.1   If a written Appeal is received by post, the Complaint Handler must register, log and store the appeal within the complaints software system;

6.15.2   If a written Appeal is received by email, the Complaint Handler must register, log and store the appeal within the complaints software system;

6.15.3   If an Appeal is made by telephone, the Complaint Handler must register, log and store the appeal within the complaints software system.

6.16       All Appeals must be forwarded to an appropriate Appeal Handler, selected in accordance with Section 7.1 within 7 Business Days.

6.17       All Appeals must be acknowledged in writing within 7 of receipt by Brett Went.  The acknowledgement should inform the Customer of their assigned Appeal Handler.

 

7. Level Two Complaints

7.1          The following staff members are qualified and eligible Appeal Handlers for Level Two Complaints:

7.1.1     Appeals pertaining to customer service may be referred to:

Brett went, Director, complaints@valcore.co.uk;.

7.1.2     Appeals pertaining to the behaviour and/or professional competence of our employees, agent, subcontractors may be referred to:

Brett Went, Director, complaints@valcore.co.uk;.

7.1.3     Appeals pertaining to goods may be referred to:

Brett Went, Director, complaints@valcore.co.uk;.

7.1.4     Appeals pertaining to services may be referred to:

Brett Went, Director, complaints@valcore.co.uk;

7.2          Upon receipt of an Appeal, the Appeal Handler shall consider the Appeal and make a decision within 28 Business Days whether to:

7.2.1     Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 7.3; or

7.2.2     Dismiss the Complaint if it is considered to be invalid, in which case the Appeal Handler should inform the Customer of his/her decision in writing within 28 Business Days.  If the Complaint is so dismissed, the Complaint may be dismissed in its entirety, or the Resolution Action from Level One may stand.

7.3          Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Appeal Handler shall have a period of 28 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).

7.4          If the Complaint relates to (a) particular Complainee(s), the Appeal Handler shall inform the Complainee(s) in question of the Appeal and arrange meetings AND/OR telephone calls as required to discuss the Complaint.  In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint.  If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.3.3 of our Complaints Policy.  Any such contact should be reported to the Appeal Handler.

7.5          If the Appeal Handler requires additional information or evidence in support of the Complaint, the Appeal Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required.  Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.3.4 of our Complaints Policy.

7.6          If a Customer is unable or unwilling to provide information or evidence requested under Section 7.5, the Appeal Handler must nevertheless use all reasonable endeavours to resolve the Complaint.  If, however, the Appeal Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 7.9 to 7.12.

7.7          The Appeal Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.

7.8          Subject to the exceptions in 7.8.1, During the investigation of the Complaint, the Appeal Handler shall have access to all records, information, employees, agents, subcontractors that may be necessary to enable him/her to carry out an impartial and thorough investigation.

7.8.1     Access to the following records and/or information is restricted and shall require the authorisation of Brett Went.

7.9          Following his/her examination of the Complaint, the Appeal Handler shall reach a decision within the time period set out in Section 7.3 (subject to the exceptions noted therein).  Resolution Actions that may be chosen that may be chosen are set out in Section 8.

7.10       Upon reaching a decision, the Appeal Handler shall send an Investigation Report and Recommendation for review and authorisation by Brett Went who shall be required to respond within 28 Business Days.

7.11       In the event that Brett Went does not agree with the Appeal Handler’s decision and/or Recommendation under Section 7.10 he/she must give reasons for such disagreement and the Appeal Handler shall have a further 7 Business Days to revise his/her decision and/or Recommendation and resubmit it to Brett Went for review and authorisation.  If, following resubmission, Brett Went still does not agree with the decision and/or Recommendation, Brett Went’s preferred decision and/or Recommendation shall be final.

7.12       Upon reaching a decision under Section 7.9 OR Upon receiving approval or a final decision under Section 7.10 or 7.11, as applicable, the Appeal Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate.  Decision Letters shall set out the decision and the Resolution Action(s).  The Customer shall also be reminded of their right to seek External Resolution of their Complaint. 1 copy/copies of the Investigation Report and Decision Letter should be registered, logged and stored the within the complaints software system.

7.13       If a delay either occurs or is considered likely to occur at any stage of the Level Two procedure, the Appeal Handler shall inform the Customer using the Customer’s preferred communication method.  The Customer should be informed of the length or likely length of the delay and the reasons therefor.

 

8. Resolution Actions

When handling Complaints, Complaint Handlers and Appeal Handlers may select from the following Resolution Actions, as appropriate to the facts and circumstances of a Complaint:

8.1          Correction of works;

8.2          Partial refund of monies paid;

8.3          Full refund of monies paid;

 

9. External Resolution

9.1          Any and all requests made by http://www.consumer-ombudsman.org/ for evidence or information, whether written or oral, shall be answered without undue delay, subject to the approval and authorisation of Brett Went, who shall ensure that said request is reasonable and pertinent given the nature of the Complaint.

 

10. Implementation of Resolution Actions

Upon the conclusion of a Complaint, whether at Level One or Level Two or by External Resolution the Resolution Action(s) settled upon shall require implementation in a timely manner.  Responsibility for the implementation of Resolution Actions ultimately lies with the following:

10.1       Resolution Actions pertaining to customer service shall be the responsibility of:

Brett Went, Director, complaints@valcore.co.uk;.

10.2       Resolution Actions pertaining to the behaviour and/or professional competence of our employees, agent, subcontractors shall be the responsibility of:

Brett Went, Director, complaints@valcore.co.uk;.

10.3       Resolution Actions pertaining to goods shall be the responsibility of:

Brett Went, Director, complaints@valcore.co.uk;.

10.4       Resolution Actions pertaining to services shall be the responsibility of:

Brett Went, Director, complaints@valcore.co.uk;.

 

11. Recording of Resolution Actions

11.1       Upon the conclusion of a Complaint and the implementation of the applicable Resolution Action(s), Brett Went shall register, log and store the resolution within the complaints software system.

 

12. Confidentiality and Data Protection

12.1       All Complaints, Appeals, evidence and other information gathered, held and processed under this Complaints Handling Procedure shall be treated with the utmost confidence at all times.  Such information may be shared with employees agents subcontractors of valcore Limited only to the extent required to resolve the Complaint in question in accordance with this Complaints Handling Procedure.

12.2       In the event that the details of a Complaint are to be used for training or quality improvement purposes, in which case they will be shared with other employees agents subcontractors of valcore Limited beyond the scope of this Complaints Handling Procedure, the relevant Customer’s express permission must first be sought using that Customer’s preferred contact method.  Personal details (that is, anything that may be used to identify the Customer) shall be removed from all information so used.  Such permission may be revoked at any time in accordance with the Customer’s right to do so under Section 6.2 of our Customer Complaints Policy.

12.3       All personal information collected by valcore Limited (including, but not limited to, Customers’ names and contact details) shall only be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and our Customers’ rights under that Act , as detailed and embodied in our Data Protection Policy.

 

13. Procedure Review and Responsibility

13.1       Overall responsibility for this Complaints Handling Procedure and the implementation thereof lies with Brett Went.

13.2       This Complaints Handling Procedure shall be reviewed regularly at intervals of not more than 6 months and shall be updated as required.

13.3       This Complaints Handling Procedure was adopted on 18th October 2015.

13.4       This Complaints Handling Procedure was last reviewed on 18th October 2015.

 

Data Protection Policy

 

1.            Introduction

This document sets out the obligations of valcore Limited (“the Company”) with regard to data protection and the rights of people with whom it works in respect of their personal data under the Data Protection Act 1998 (“the Act”).

This Policy shall set out procedures which are to be followed when dealing with personal data.  The procedures set out herein must be followed by the Company, its employees, contractors, agents, consultants, partners or other parties working on behalf of the Company.

The Company views the correct and lawful handling of personal data as key to its success and dealings with third parties.  The Company shall ensure that it handles all personal data correctly and lawfully.

 

2.            The Data Protection Principles

This Policy aims to ensure compliance with the Act.  The Act sets out eight principles with which any party handling personal data must comply.  All personal data:

2.1         Must be processed fairly and lawfully (and shall not be processed unless certain conditions are met);

2.2         Must be obtained only for specified and lawful purposes and shall not be processed in any manner which is incompatible with those purposes;

2.3         Must be adequate, relevant and not excessive with respect to the purposes for which it is processed;

2.4         Must be accurate and, where appropriate, kept up-to-date;

2.5         Must be kept for no longer than is necessary in light of the purpose(s) for which it is processed;

2.6         Must be processed in accordance with the rights of data subjects under the Act;

2.7         Must be protected against unauthorised or unlawful processing, accidental loss, destruction or damage through appropriate technical and organisational measures; and

2.8         Must not be transferred to a country or territory outside of the European Economic Area unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data.

 

3.            Rights of Data Subjects

Under the Act, data subjects have the following rights:

o    The right to be informed that their personal data is being processed;

o    The right to access any of their personal data held by the Company within 40 days of making a request;

o    The right to prevent the processing of their personal data in limited circumstances; and

o    The right to rectify, block, erase or destroy incorrect personal data.

 

4.            Personal Data

Personal data is defined by the Act as data which relates to a living individual who can be identified from that data or from that data and other information which is in the possession of, or is likely to come into the possession of, the data controller, and includes any expression of opinion about the individual and any indication of the intentions of the data controller or any other person in respect of the individual.

The Act also defines “sensitive personal data” as personal data relating to the racial or ethnic origin of the data subject; their political opinions; their religious (or similar) beliefs; trade union membership; their physical or mental health condition; their sexual life; the commission or alleged commission by them of any offence; or any proceedings for any offence committed or alleged to have been committed by them, the disposal of such proceedings or the sentence of any court in such proceedings.

The Company only holds personal data which is directly relevant to its dealings with a given data subject.  That data will be held and processed in accordance with the data protection principles and with this Policy.  The following data may be collected, held and processed by the Company from time to time:

o    Full name;

o    Address;

o    Contact numbers;

o    Email addresses;

o    Social media addresses;

 

5.            Processing Personal Data

Any and all personal data collected by the Company (including that detailed in Section 4 of this Policy) is collected in order to ensure that the Company can facilitate efficient transactions with third parties including, but not limited to, its customers, partners, associates and affiliates and efficiently manage its employees, contractors, agents and consultants.  Personal data shall also be used by the Company in meeting any and all relevant obligations imposed by law.

Personal data may be disclosed within the Company.  Personal data may be passed from one department to another in accordance with the data protection principles and this Policy.  Under no circumstances will personal data be passed to any department or any individual within the Company that does not reasonably require access to that personal data with respect to the purpose(s) for which it was collected and is being processed.

The Company shall ensure that:

o    All personal data collected and processed for and on behalf of the Company by any party is collected and processed fairly and lawfully;

o    Data subjects are made fully aware of the reasons for the collection of personal data and are given details of the purpose for which the data will be used;

o    Personal data is only collected to the extent that is necessary to fulfil the stated purpose(s);

o    All personal data is accurate at the time of collection and kept accurate and up-to-date while it is being held and / or processed;

o    No personal data is held for any longer than necessary in light of the stated purpose(s);

o    All personal data is held in a safe and secure manner, taking all appropriate technical and organisational measures to protect the data;

o    All personal data is transferred using secure means, electronically or otherwise;

o    No personal data is transferred outside of the UK or EEA (as appropriate) without first ensuring that appropriate safeguards are in place in the destination country or territory; and

o    All data subjects can exercise their rights set out above in Section 3 and more fully in the Act.

 

6.            Data Protection Procedures

The Company shall ensure that all of its employees, contractors, agents, consultants, partners or other parties working on behalf of the Company comply with the following when processing and / or transmitting personal data:

o    All emails containing personal data must be encrypted;

o    Personal data may be transmitted over secure networks only – transmission over unsecured networks is not permitted in any circumstances;

o    Personal data may not be transmitted over a wireless network if there is a wired alternative that is reasonably practicable;

o    Personal data contained in the body of an email, whether sent or received, should be copied from the body of that email and stored securely.  The email itself should be deleted.  All temporary files associated therewith should also be deleted;

o    Where Personal data is to be sent by facsimile transmission the recipient should be informed in advance of the transmission and should be waiting by the fax machine to receive the data;

o    Where Personal data is to be transferred in hardcopy form it should be passed directly to the recipient.  Using an intermediary is not permitted;

o    All hardcopies of personal data should be stored securely in a locked box, drawer, cabinet or similar;

o    All electronic copies of personal data should be stored securely using passwords and suitable data encryption, where possible on a drive or server which cannot be accessed via the internet; and

o    All passwords used to protect personal data should be changed regularly and should not use words or phrases which can be easily guessed or otherwise compromised.

 

7.            Organisational Measures

The Company shall ensure that the following measures are taken with respect to the collection, holding and processing of personal data:

o    A designated officer (“the Designated Officer”) within the Company shall be appointed with the specific responsibility of overseeing data protection and ensuring compliance with the Act.

o    All employees, contractors, agents, consultants, partners or other parties working on behalf of the Company are made fully aware of both their individual responsibilities and the Company’s responsibilities under the Act and shall be furnished with a copy of this Policy.

o    All employees, contractors, agents, consultants, partners or other parties working on behalf of the Company handling personal data will be appropriately trained to do so.

o    All employees, contractors, agents, consultants, partners or other parties working on behalf of the Company handling personal data will be appropriately supervised.

o    Methods of collecting, holding and processing personal data shall be regularly evaluated and reviewed.

o    The Performance of those employees, contractors, agents, consultants, partners or other parties working on behalf of the Company handling personal data shall be regularly evaluated and reviewed.

o    All employees, contractors, agents, consultants, partners or other parties working on behalf of the Company handling personal data will be bound to do so in accordance with the principles of the Act and this Policy by contract.  Failure by any employee to comply with the principles or this Policy shall constitute a disciplinary offence.  Failure by any contractor, agent, consultant, partner or other party to comply with the principles or this Policy shall constitute a breach of contract.  In all cases, failure to comply with the principles or this Policy may also constitute a criminal offence under the Act.

o    All contractors, agents, consultants, partners or other parties working on behalf of the Company handling personal data must ensure that any and all of their employees who are involved in the processing of personal data are held to the same conditions as those relevant employees of the Company arising out of this Policy and the Act.

o    Where any contractor, agent, consultant, partner or other party working on behalf of the Company handling personal data fails in their obligations under this Policy that party shall indemnify and hold harmless the Company against any costs, liability, damages, loss, claims or proceedings which may arise out of that failure.

 

8.            Access by Data Subjects

A data subject may make a subject access request (“SAR”) at any time to see the information which the Company holds about them.

o    SARs must be made in writing, accompanied by the correct fee.

o    The Company currently requires a fee of £10 (the statutory maximum) with all SARs. A fee of £2 shall be required for access to a credit file.

Upon receipt of a SAR the Company shall have a maximum period of 40 days within which to respond.  The following information will be provided to the data subject:

o    Whether or not the Company holds any personal data on the data subject;

o    A description of any personal data held on the data subject;

o    Details of what that personal data is used for;

o    Details of any third-party organisations that personal data is passed to; and

o    Details of any technical terminology or codes.

 

9.            Notification to the Information Commissioner’s Office

As a data controller, the Company is required to notify the Information Commissioner’s Office that it is processing personal data.  The Company is registered in the register of data controllers.

Data controllers must renew their notification with the Information Commissioner’s Office on an annual basis.  Failure to notify constitutes a criminal offence.

Any changes to the register must be notified to the Information Commissioner’s Office within 28 days of taking place.

The Designated Officer shall be responsible for notifying and updating the Information Commissioner’s Office.

 

10.         Implementation of Policy

This Policy shall be deemed effective as of 18th October 2015.  No part of this Policy shall have retroactive effect and shall thus apply only to matters occurring on or after this date.

 

This Policy has been approved & authorised by:

Name: Brett Went
Position: Director
Date: 18th October 2015
Signature:

 

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