Stannah Privacy statement
Last updated: 12 November 2020
This is the privacy statement for the Stannah Group of companies. When we refer to Stannah we mean:
- Stannah Lifts Holdings Limited
- Stannah Lift Services Limited
- Stannah Stairlifts Limited
- Stannah Lifts Limited
- Stannah Management Services Limited
- Global Upholstery Solutions Limited
- All UK businesses wholly owned by Stannah Lifts Holdings Limited
Overseas Stannah subsidiaries operate according to privacy statements relevant to their local markets.
Data Protection Team
Tel: 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
- The number that you telephoned us on
- 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
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.
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.
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.
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.
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 other than we will use this data in the event you did not get through to us and we return your call to establish the nature of your enquiry.
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.
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.
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.
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.
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.
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 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.
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.
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 or exercise any of your rights over your data you can email, telephone or write to us at the addresses below:
Data Protection Team
Tel: 01264 364311
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
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, development, analytical or other services to help us in our sales, marketing, digital, administration and product development activities.
- they provide market research services to help us improve our product, marketing and services.
- they prompt for reviews of our products 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
Data Protection Team
Tel: 01264 364311
If you are unhappy with our response you may lodge a complaint with the Information Commissioner’s Office.
Data Protection Team
Information Commissioner’s Office
Cheshire SK9 5AF
Tel: 0303 123 1113
Available in alternative formats on request.