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Privacy and T&C’s

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17th Jul 2015

Terms, Conditions and Privacy

Download Terms and Conditions for Rentals (PDF)
Download our Terms and Conditions for new sales (PDF)
Download our Marketing Terms and Conditions (PDF)
Download our privacy statement
Download our website terms and conditions and cookie statement

Terms and conditions of use of this website.

www.stannah staiarlifts.co.uk is the website of Stannah Lifts Services Limited, a private company limited by shares registered in England under number 1189799.

Our contact details are as follows:

STANNAH BVBA
Poverstraat 208
1731 RELEGEM infoGDPR@stannah.be
Tel: +32(0)2 366 30 60

Or in the UK:
Watt Close
East Portway
Andover
Hampshire SP10 3SD
Tel: 01264 332244
Fax: 01264 369538
marketinguk@stannah.co.uk

Stannah Lifts Services Limited is concerned to help you retain control over your personal data while simultaneously exploiting the advantages of an interactive commercial environment. We aim to provide our website visitors with a tailored web experience. You may be invited to supply personal information. Supply of such personal information is optional. Stannah Lifts Services Limited is committed to protecting and respecting your privacy.

This statement discloses the current privacy practices for our website and supplements our full privacy statement. If we make any substantive changes to either policy, we will announce these on our site. If you have any questions or concerns regarding this statement, you should contact us either by e-mail, telephone, fax or letter at the number or address shown above.

What information will we gather about you?

Stannah Lifts Services Limited collects certain information about visitors to its website which it uses to help it provide a website and service that is useful. We may collect and process the following data about you:

  • Information that you provide by filling in forms on our site www.stannahstairlifts.co.uk (“our site”).
  • This includes information provided at the time of posting material or requesting further services.
  • Details of your visits to our site and the resources you access

Cookie information on Stannah

In order to help us understand how visitors to our website use it and to assist us in introducing changes and improvements to it (including delivery of a more personalised service), we collect IP addresses and, if your web browser is set up to accept them, we use a feature known as a “cookie”. Cookies contain bits of information that websites transfer to your computer’s hard drive for record keeping purposes. Cookies can make the Web more useful by storing information about your preferences on a particular site such as ours. We use cookies for the following principal purposes:

  • To access your previously stored information
  • to estimate our audience size and usage patterns
  • and to assist us in targeting page content and ads.

Cookies set are unique to the browser accessing our website. Most browsers are set up to accept cookies, but you will be able to configure your browser to refuse cookies or to notify you when you have received one.

Cookies are small pieces of information which we put on your computer stored on your computer, tablet or mobile phone whilst you are browsing. These cookies allow us to distinguish you from other users of our website, which helps us to provide you with a better experience during your visit and also allows us to improve our site. The cookies that we use are for analytics. They allow us to recognise and count the number of visitors and see how visitors interact with the site. This enables us to ensure that users are finding the information that they are looking for more effectively. Stannah will not use cookies to collect personally identifiable information about you.  However, if you wish to restrict or block the cookies which are set when visiting the www.stannahstairlifts.co.uk website, or indeed any other website, you can do this through your browser settings. The help function within your browser should tell you how.
Alternatively, you may wish to visit www.aboutcookies.org which contains comprehensive information on how to do this on a wide variety of browsers. You will also find details on how to delete cookies from your computer as well as more general information about cookies. For information on how to do this on the browser of your mobile phone you will need to refer to your handset manual.

Please be aware that restricting cookies may impact on the functionality of the site and also your user experience.

Stannah use a number of suppliers that set specific cookies on the website on our behalf in order to deliver the services that they are providing. There are different types of cookies:

  • Functional cookies which remember things like your user name and personalize other features
  • Performance and analytics cookies which are used to gather information about how visitors use our website.
  • Targeting or advertising cookies to make sure you don’t see an advert too many times – we use cookies to limit their frequency. We also use them to try to make sure that you see offers that are relevant to you and your interests. Some cookies may be used by advertising networks with Stannah’s permission. These help measure the effectiveness of an advertising campaign.

You can’t be identified from these cookies. We only use these cookies to improve how our website works.

The cookies we use on our site are listed below:

Cookie Name Default Expiration Time Description
__utma 2 years from set/update Used to distinguish users and sessions. The cookie is created when the javascript library executes and no existing __utma cookies exists. The cookie is updated every time data is sent to Google Analytics.
__utmt 10 minutes Used to throttle request rate.
__utmb 30 mins from set/update Used to determine new sessions/visits. The cookie is created when the javascript library executes and no existing __utmb cookies exists. The cookie is updated every time data is sent to Google Analytics.
__utmc End of browser session Not used in ga.js. Set for interoperability with urchin.js. Historically, this cookie operated in conjunction with the __utmb cookie to determine whether the user was in a new session/visit.
__utmz 6 months from set/update Stores the traffic source or campaign that explains how the user reached your site. The cookie is created when the javascript library executes and is updated every time data is sent to Google Analytics.
__utmv 2 years from set/update Used to store visitor-level custom variable data. This cookie is created when a developer uses the _setCustomVar method with a visitor level custom variable. This cookie was also used for the deprecated _setVarmethod. The cookie is updated every time data is sent to Google Analytics.
_ga 2 years Used to distinguish users.
_gat 10 minutes Used to throttle request rate.
gmw_address gmw_ cookies are used to store map data to help when searching for a location
gmw_country gmw_ cookies are used to store map data to help when searching for a location
gmw_country_long gmw_ cookies are used to store map data to help when searching for a location
gmw_lat gmw_ cookies are used to store map data to help when searching for a location
gmw_lng gmw_ cookies are used to store map data to help when searching for a location
gmw_street gmw_ cookies are used to store map data to help when searching for a location
gmw_street_name gmw_ cookies are used to store map data to help when searching for a locaion
ictf & ictf_master Used to store visitor-level variable data to tie traffic sources to incoming phone calls

Cookies set by third party sites

To support our site and the information we are posting, we sometimes embed photos and video content from websites such as YouTube. As a result, when you visit a page with content embedded from, for example, YouTube you may be presented with cookies from these websites. Stannah does not control the dissemination of these cookies. You should check the relevant third party website for more information about these.

Where will personal information about you be stored?

The information that you provide to us will be transferred to and stored by Stannah Group Ltd. By supplying such information, you consent to the above transfer and storage. Stannah Lifts Services Limited takes steps to ensure that your information is treated securely to try and prevent unauthorised access and in accordance with our Privacy Policy.

How will personal information about you be used by us?

Personal information about visitors to our website may be used for one or more of the following purposes:

  • To improve the content of our web pages
  • To customise the content and/or layout of our web pages for an individual visitor
  • To notify visitors about updates to our website
  • To contact consumers for marketing purposes
  • To provide visitors with information, products or services that visitors request from us or one of the associated companies in the Stannah Group or which we feel may interest them and where visitors have consented to be contacted for such purpose
  • To allow visitors to participate in interactive features of our service when visitors choose to do so
  • To share with associated companies of Stannah Lifts Services Limited and distributors and dealers within the Stannah international network of distributors and dealers for commercial purposes
  • To support your customer relationship with us

WARNING

While we take reasonable steps to safeguard your personal information from unauthorised access, you should recognise that e-mail and other electronic transmissions are insecure. Accordingly, neither Stannah Group Ltd, nor its associated companies nor any distributor nor dealer within the Stannah international network of distributors and dealers warrant, guarantee or undertake that any transmission will not be intercepted and/or read by an unauthorised person.

Your rights

Our site may contain links to and from the websites of associated companies of Stannah Lifts Services Limited or our network of distributors and dealers. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

How to voice your concerns and resolve your complaints with us

At Stannah we are committed to providing a high standard of service to you and all of our customers and we want you to be entirely satisfied with the service you receive from us. Informing us when you are unhappy with the service you experience gives us the opportunity to put matters right for you and improve our service in the future for all our customers. For further information please download our Complaints procedure booklet or contact our data protection team at:  infoGDPR@stannah.be or dataprotection@stannah.co.uk.


Stannah Privacy Statement Last updated: 25 May 2018

Introduction

This is the privacy statement for the Stannah Group of companies. When we refer to Stannah we mean:

  • STANNAH BVBA
  • Stannah Lifts Holdings Limited
  • Stannah Lift Services Limited
  • Stannah Stairlifts Limited
  • Stannah Lifts Limited
  • Stannah Management Services Limited
  • Global Upholstery Solutions Limited

Contact details

 

STANNAH BVBA
Poverstraat 208
1731 RELEGEM infoGDPR@stannah.be
Tel: +32(0)2 366 30 60

Or in the UK:
Data Protection Team
Stannah
Watt Close
East Portway
Andover SP10 3SD
UK
dataprotection@stannah.co.uk
01264 364311

Information we hold

Stannah 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
  • 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
  • Payment information
  • 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

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.

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.

Lead generators

Where your data has been passed to us by a third party such as a mobility shop or other paid lead generator we will share sufficient information with them for accounting and administration purposes.

Third party data providers

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

Data retention

If you enquire with us we will hold your data for two years from the date we received your enquiry unless you ask us to delete your information beforehand. If you ask us to delete 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.

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.

Social media

We monitor social media feeds and may respond to relevant comments.

Use of your personal information

Responding to your enquiry

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. This response and follow up process will be conducted under the grounds of legitimate interest. We will ask for your consent to contact you via email.

You can tell us to stop following up at any time.

Marketing

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

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.

Managing your enquiry and purchase

We will use your personal information to help us manage your enquiry and any subsequent purchase.

If you purchase a Stannah product we may send you a copy of our twice-yearly customer magazine, Stannah Talk. You may opt out of this at any time.

Referral to third parties

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.

Market research

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 Stannah. We may ask you to complete a Stannah 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 third party services, we will 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.

Cookies and web tracking

Our websites 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.stannah.com/cookies

www.stannahstairlifts.co.uk/cookies

www.stannahhomelifts.co.uk/cookies

www.stannahlifts.co.uk/cookies

Your rights

Every individual has rights regarding the use of their data. These are:

  • The right to be informed
  • The right of access
  • The right to rectification
  • The right to erasure
  • The right to restrict processing
  • The right to data portability
  • The right to object
  • Rights around automated individual decision making including profiling

Exercising your rights

If you do not wish to receive any marketing materials from Stannah you can email,  telephone or write to us at the addresses below:

STANNAH BVBA
Poverstraat 208
1731 RELEGEM infoGDPR@stannah.be
Tel: +32(0)2 366 30 60

Or in the UK:
Data Protection Team
Stannah
Watt Close
Andover
Hampshire SP10 3SD
01264 364311
dataprotection@stannah.co.uk

Correcting your details

It is important that any data we hold is up-to-date and correct. You have the right to correct any incorrect data and can do so by writing to or emailing the Data Protection Team.

Making a request to see your data

If you wish to see a copy of the data that we hold on you, please write to Data Protection Team. Please include your customer number if possible and details of the information you require.

Processing information outside the UK

Some of the third party tools and services that we use process our data on US servers under the EU-US Privacy Shield Framework (https://www.privacyshield.gov/welcome). This guarantees that data is treated securely and in accordance with EU accepted principles.

Should there be other occasions where we need to process data outside of the EU or the EU-US Privacy Shield Framework for the purposes described in this document we shall ensure that it is secure and done under contractual arrangements that offer same level of protection as in the UK.

Sharing your details

Within Stannah

Information about you and the products you hold with us may be used across the Stannah Group in order for us to fulfil your enquiry and/or our contract with you and for:

  • Understanding your requirements
  • Making decisions about the suitability of product to be offered
  • Legal and regulatory compliance
  • Tracking debtors and collecting debts

With other organisations

We may share information with other organisations if the following applies:

  • they provide products, services or research on behalf of Stannah, for example sub-contractors supplying electrical services. Our contract with them will not allow them to use your information for anything other than the fulfilment of our contract with you.
  • they provide administrative, processing, analytical or other services to help us in our sales, marketing, administration and product development activities.
  • they provide market research services to help us improve our product, marketing and services.
  • we transfer rights or obligations of our contract with you
  • we have asked and been given your consent
  • we are required or permitted to do so by law or regulation

Where we share data with agents and sub-contractors we will ensure that is supported by a written contract and that your data is treated confidentially and securely, and in accordance with data protection legislation. Stannah will not sell, share or give any data to external companies for the marketing purposes of those companies.

Security of your data

All our data is held on secure servers or secure private cloud storage. We take data security very seriously and use a range of tools, protocols and services to ensure data is protected.

Complaints about how we have used your data

If you have a complaint about how we have used your data please contact the

STANNAH BVBA
Poverstraat 208
1731 RELEGEM infoGDPR@stannah.be
Tel: +32(0)2 366 30 60

Or in the UK:
Data Protection Team
Stannah
Watt Close
East Portway
Andover SP10 3SD
Tel: 01264 364311
dataprotection@stannah.co.uk

If you are unhappy with our response you may lodge a complaint with the Information Commissioner’s Office.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
0303 123 1113

______________________________________

This document was last updated 25 May 2018.

For a copy of the latest version please contact us or view our website www.stannah.com/dataprotection

Available in alternative formats on request.