Hoopers Policies

Hoopers and how we respect your privacy

Hoopers (G B Hooper & Son Limited) (“We”, “Us” and “Our”) is committed to maintaining the trust and confidence of all the individuals we deal with and respecting your privacy. In particular, we want you to know that Hoopers is not in the business of selling, renting or trading the information we collect with other companies and businesses for marketing purposes. Just in case you don't believe us, in this Website Privacy Policy we have provided detailed information on when and why we collect your personal information, how we use it, the limited conditions under which we may disclose it to others and how we keep it secure.

This privacy notice sets out the basis for which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

For the purpose of the Data Protection laws, (the data controller) is Hoopers, 111 Charterhouse Street, London, EC1M 6AW United Kingdom (ICO Registration Number: Z5566836) and may be referred to as “We”, “us” or “our” within this Privacy Policy.

What information do we collect about you?

Information you give us. We may process information you have given us by filling in forms on our site www.hoopers.co.uk (“our site”) or by corresponding with us by phone, email or otherwise. This includes information you provide when you use the "Contact Us Form" on the website, search our site and when you report a problem with our site.

This information may include your name, address, email address, phone number, interests and any other personal or sensitive information you may divulge.

Information we collect about you. With regard to each of your visits to our site we may automatically collect the following information:

• Technical information, browser type and version, time zone setting, browser plug-in types; and
• information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products viewed or searched for; page response times, download errors, lengths of visits to certain pages, page interaction (such as scrolling, clicks and mouse-overs), methods used to browse away from the page.
• Cookies, when you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make our website work as you expect it to. Click here to view your cookie settings for our website.

Purpose – how will we use your personal information?

We will only use your information when it is fair and lawful to do so. Most commonly, we will use your personal information in the following circumstances:

• Where it is necessary for our legitimate interests (or those of a third party) namely providing you with information that you request and with updates and enabling the management of all matters relating to our business, but only where your interests and fundamental rights do not override those interests.
• Where you have given your consent and that consent has not subsequently been withdrawn by you.

We may also use your personal information in the following circumstances, which are likely to be rare:

• Where we need to protect your interests (or someone’s interests).
• Where it is needed in the public interest.

The information we collect about you may be used in the following ways,

Information you give us.

• to carry out our obligations to you and to provide you with the information and services that you request from us;
• to provide you with updates in relation to our services and other topics that may be of interest to you; and
• to ensure that content for our site is presented in the most effective manner for you and for your computer.

Information we collect about you.

We will use this information:

• to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
• to improve our site to ensure that content is presented in the most effective manner for you and for your computer;
• to allow you to participate in interactive features of our service, when you choose to do so;
• as part of our efforts to ensure the security of our website and services.

Disclosure of your information

We may share your information to third parties where this is reasonably necessary, for the purposes set out in the policy including:

• Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you;
• Analytics and search engine providers that assist us in the improvement and optimisation of our site.

We may disclose your personal information to third parties:

• If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of business and other agreements from time to time; or to protect the rights, property, or safety of Hoopers, our customers, or others. This includes exchanging information with other companies and organisation for the purposes of fraud protection and credit risk reduction.

Transfer and storage of data

The personal information you provide to us may be transferred and stored outside of the European Economic Area (“EEA”). Any personal information transferred will receive an adequate level of protection as required by the Data Protection laws. Third parties will only process your personal information on our instructions and in the agreement that the information is kept secure and confidential

Data Subject Rights

Under certain circumstances, the law permits that you have the right to:

• Access your information
  You are entitled to request access to the information we hold about you (known as a ‘data subject access request’). You are entitled to receive a copy of the personal information we hold about you and to check that it is being lawfully processed.
• Correct your information
  If the information we hold for you is incomplete or incorrect, you have the right to request a correction.
• Request erasure
  Where there are no reasons for continuing the processing of your personal information, you are able to request the removal or deletion of the personal information.
• Object to processing
  Where the firm relies on legitimate interest for the processing of your personal information, or for the purposes of direct marketing, you have the right to object to the processing.
• Request the restriction of processing.
  You are entitled to request for a suspension for the processing of your personal information, for example, if you are awaiting the reasons for the processing of the information or require us to establish its accuracy.
• Transfer your personal information
  You are able to request the transfer of your personal information to another party.

It is important that the personal information we hold for you is accurate and up to date. If you would like to review, verify, correct or request erasure of your personal information, object to the processing of your personal data or request that we transfer a copy of your personal information to another party, please contact;

enquiries@hoopers.co.uk

No fee

These rights are available to you at no cost; however we may charge a reasonable fee where a request is deemed to be excessive or unfounded. In such circumstances, we may otherwise refuse to comply with the request.

How long is your personal data retained?

Personal information that we process for any purposes will be kept for no longer than is necessary for the purposes for which it was collected

It is not always possible to specify in advance the length of time your personal information will be retained. The retention of your personal data will be determined based on the nature of your relationship with the firm, the nature and sensitivity of the personal information, the purposes for which the information is being processed and whether there are other means to achieve those purposes.

Personal information may be retained for as long as necessary to comply with our legal obligation, or in order to protect yours or another person’s vital interest.

Security

We understand the importance of protecting your privacy and we will ensure your data is safeguarded and held securely in accordance with our obligations under the Data Protection laws. Appropriate technical and organisational measures have been implemented to ensure personal information is protected and to prevent your personal data from being lost, used, accessed in an unauthorised way, altered or disclosed.

The firm have in place procedures and a policy to deal with any potential data security breaches, data subjects and any applicable regulators will be notified where we are legally required to do so.

Third party websites

Our website includes external links to other websites, which may be operated by third parties. Clicking on these links may allow the collection or sharing of personal data about you in ways which may differ from the terms set out here. We are not responsible for the privacy policies, contents or practices of third party websites, and encourage you to read the privacy policies of every external website you visit from our website.

Complaints

If you consider that our processing of your personal information infringes the Data Protection laws, you have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.

How to contact us

By email at

enquiries@hoopers.co.uk

or write to us at

Website Protection, Hoopers, 111 Charterhouse Street, London, EC1M 6AW United Kingdom

Revisions to our Privacy Policy

We reserve the right to revise this policy or any part of it from time to time and will provide you with a new policy notice where any substantial updates are made. We may also notify you through other means, about the processing of your information.

Version 1.0 23/05/2018

The management of all complaints will be overseen and signed off by the CEO of the company.

Aims and Objectives

The aims and objective of the Complaints policy is to ensure that all customer issues and / or complaints are dealt with as promptly, efficiently and effectively as possible.

We will ensure that a nominated senior member of staff will hold responsibility of the complaint until it is resolved and signed off by the CEO.

1. All complaints will be taken seriously and the resolution of these will be prompt.
2. All complaints will have an acknowledgement sent out within one hour of receipt to customer.
3. We will endeavor to resolve all complaints and close off within four working days maximum.
4. In the event where the complaint needs to remain open for longer than four days to ensure a satisfactory conclusion, the customer will be given a guideline as to when the complaint will be closed.
5. A complaints database will be created to log all issues / complaints received to ensure a robust audit trail is maintained.
6. All issues will be dealt with by the Chief Operating Officer immediately to prevent them becoming a complaint.
7. Upon conclusion of a complaint a resolution communication will be sent out to complete the process.
8. If a complaint is rejected, a Complaint Closure letter will be sent to the customer
9. If the customer is dissatisfied with the resolution they have a right of appeal to the CEO.

The Hoopers website has the facility for customer to respond via our link.

www.hoopers.co.uk/contact-us/

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