Privacy Notice

This Privacy Notice provides you with information about how we collect and use your personal data when you interact with us online or offline, including data you may provide when you register with us, sign up for newsletters, purchase products or services, respond to promotions, take part in competitions or other activities on our websites or social media accounts, or when interacting with sales persons.  It also tells you about your rights in relation to your personal information, and how to contact us and supervisory authorities if you have a complaint.

Content:

1.    Who we are
2.    Data we may collect about you
3.    How we collect data about you
4.    How we use data about you
5.    With whom we share your personal data
6.    Data transfers
7.    How long we keep your personal data
8.    Your rights and control over your personal data in the UK and in Europe
9.    Right to lodge a complaint
10.  Changes to this privacy notice

 

  1. Who we are

Stannah Lifts Holdings Limited and its group companies (“Stannah” or “we”) respects your privacy and commits to protecting the information that identify you (“personal data”) in accordance with applicable privacy and data protection laws. Please read this privacy notice carefully to understand our policies and practices regarding your personal data and how we will treat it.

  1. Date we may collect about you

We process the personal data of our customers, our distributors, our enquirers, our referrers, our suppliers and our workers, and may include: 

  • Contact data: Full name, address, the telephone number from which you contacted us, and email address provided to us with your order or enquiry/quote request.
  • Marketing data: Your contact and communication preferences; information relating to offers and promotions.
  • Demographic data: Age, age range, gender, geographic location, favourite products, household or lifestyle information.  
  • Sensitive data: Information about health conditions.
  • Product/service data: Information relating to your contract and the services we have provided, or you have requested from us, including sample requests, warranty registrations, and enquiry/quote requests, details of any sales or service visits we may have made to you and any calls or contact we may have with each other, information regarding your product or installation.
  • Transaction data: Payments to and from you, bank account details.
  • Recordings: We may record and store telephone calls you make to us, or which we make to you, including date, time, voice and transcripts.
  • Market research data: Information relating to surveys and information you share with us about your experience of using our products and services.
  • Technical data: Device information such as unique online identifiers such as IP addresses, which are numbers that uniquely identify a specific computer or other device on the internet. 
  • Usage data: Includes information about how you interact with and use our website, products and services.
  1. How we collect data about you

Much of the data we hold about you will be data you share with us via our website, through email, telephone calls, our website chat support, showroom visits, personal visits from sales representatives, or other service staff such as installers or engineers, bookings, or through events.  

However, we may also collect data about you from the following sources:

  • Third parties: A third party such as a carer or relative whom you have nominated to liaise with us or when making an enquiry or placing an order.
  • Local authority: A local authority where they are involved with the product or service received from Stannah. 
  • Retail outlets: When referred by a mobility shop or other retail outlet.
  • Dealers and other distributors: When you engage with our network of dealers and other distributors.
  • Registration forms: Online and offline enquiry forms and promotions.
  • Website: Automatically from our website, for example cookies and other similar technologies.
  • Devices: Automatically from the devices you use, including telephone numbers collected automatically by our telephone systems.
  • Commercial organisations: From commercial lead generating organisations so that we can send you information about our products and services.
  • Social media: Information you may make available via social media.
  1. How we use data about you

We will only use personal data in accordance with the applicable privacy and data protection legislation.  The following table describes the various purposes for which we collect and use specific types of your personal data. Please note that not all of the uses below will be relevant to every individual.

Purpose

Type of data

Legal Basis for Processing

To manage your enquiry and requests about our services and products, including ongoing customer service.

Contact data

The processing is necessary to meet contractual obligations into which you have entered as a customer, supplier or worker.  In other words, we use your personal information to fulfil the services you have asked us to provide, or which we have asked you to provide.

To process and deliver your order and contract with you to help us provide or administer our services, including installation, cancellation, removals, servicing, managing payments, refunds, fees and charges.

Contact data, product/service data, payment data

To carry out our obligations arising from contracts we enter into with you, including providing customer service, and warranty information.

To carry out our obligations arising from any contracts entered into between us and any referrer such as mobility shop or local authority (for example to pay commission to a mobility shop), we may share a summary of any purchase you make from us with that referrer.

Reference number, product/service data, product cost

To keep you informed and updated on relevant products and services in which you may be interested (only if you have requested information from us or purchased goods or services from us and have not opted out receiving the communications).

Contact data, demographic data.

For our legitimate business interests. We have conducted legitimate interest assessments, considering the nature and impact to you of the processing, and any relevant safeguards we can put in place to ensure that our interests and those of our clients, suppliers, workers, business contacts and prospects are balanced.

To notify you about changes to our service.

Contact data, product/service data

For administration management and communications through IT applications.

 

Contact data, product/service data, transaction data, demographic data

To share certain data with credit agencies in order to verify the funding for your purchase.

Contact data, transaction data

To administer credit requests and collect and recover money owed to us.

Contact data, transaction data

To invite you to review our products or services through third party services. Where we share data for this purpose, the processing will be subject to a written agreement that ensures suitable protections are in place. Third parties will not be able to use your data for any other purpose.

Contact data

For marketing research purposes, conducting customer satisfaction surveys and responding to your website visits.  To improve our products and services.

Contact data, transaction data, service/product data

To enable you to partake in a prize draw or competition.

Contact data

To maintain your contact preferences.

Contact data, marketing data

To administer and protect our website (including troubleshooting, data analysis, testing, system maintenance support, reporting and hosting of data) and ensure its content is presented in the most effective manner for you and your devices.

Technical data

To retain basic transaction details for the purpose of tax reporting.

Contact data, transaction data

To comply with a legal or regulatory obligation

Where we have a legal right or duty to disclose your information (for example, in relation to an investigation by a public authority or in a legal dispute).

To share your information with a distributor if we are unable to provide a service directly.

Contact data, transaction data

Where you give us your consent to do so.  You have the right to withdraw your consent to such use at any time by contacting us.

To use non-essential cookies, such as online identifiers, location data or other technical information on our website. Please see our Cookie policy for more details.

Technical data, usage data

To send you direct marketing communications via email, text message, or other electronic communication if you are not a customer or in the process of becoming a customer.

Contact data, transaction data, demographic data

To use any information you provide to us relating to your health or medical conditions where that information is helpful in ensuring you receive the most appropriate products and services.

Sensitive data

Where you give us your explicit consent to do so. You have the right to withdraw your consent at any time by contacting us.

Other notes about how we use your personal data:

  • 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.
  • 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 notice.
  • 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.
  1. With whom we share your personal data
  • Within Stannah

We shall keep your personal data within Stannah and out trusted third-party suppliers except where disclosure is required by law, for example to government bodies and law enforcement agencies.

  • With other organisations

Stannah does not sell, share or give any personal data to external companies for the marketing purposes of those companies.  We will share customers’ personal information with third parties that we are asked to deal with on your behalf. We may on occasion share limited information with third party review platforms to gather customer experience feedback on Stannah and our products.

We may transfer your data to the following third parties who act under our instructions.  We ensure that the data processing is supported by a written contract and that your data is treated confidentially and securely, and in accordance with data protection legislation.  Our contract with them will not allow them to use your information for anything other than the fulfilment of our contract with you if:

  • They provide products, services or research on behalf of Stannah, for example sub-contractors supplying electrical services, or providing administrative, processing, development, analytical or other services to help us in our sales, marketing, digital, administration and product development activities. Our contract with them will not allow them to use your information for anything other than the fulfilment of our contract with you.
  • We need to contact credit agencies to check your creditworthiness prior to committing to a purchase you wish to make.
  • 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.
  • They provide review services and may ask you, on our behalf, to complete a product or service review or questionnaire. 
  • They provide market research services to help us improve our product, marketing and services. 
  • We have asked you and been given your consent.
  • We transfer rights or obligations of our contract with you.
  • We are required or permitted to do so by law or regulation.
  1. Data transfers

Your personal data may be stored, processed, and transferred outside the United Kingdom (UK) so that we can use your personal data as described in this policy.  Where this is the case, we will make sure that any transfers of your personal information from one country to another comply with those data protection and privacy laws which apply to us. 

We will only transfer your personal data to countries that have been deemed to provide an “adequate” level of protection for personal data by the UK and the European Commission.

Where we use service providers based outside the UK and EEA, we may use specific contract clauses approved for use in the UK and EEA which give personal data the same protection it has in the UK and EEA.

  1. How long we keep your personal data

All personal data will be held in accordance with our company retention and deletion policy. We only keep your personal data for as long as we need to, so that we can use it for the reasons described above. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

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 your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirement. By law we have to keep basic information about our customers (including contact, identity, financial and transaction data) for six years after they cease being customers for tax purposes.

To make sure that you do not receive marketing from us after you have told us to stop sending it, we need to keep a record of that instruction with your contact details. We shall hold that information until you tell us otherwise.
 

  1. You rights and control over you personal data in the UK and in Europe

Under the General Data Protection Regulation and the DPA 2018, you have a number of rights over your personal data.  These include:

  • Right to be informed: The right to be informed about what data we collect, the purposes for processing your data, how long we will keep it, and with whom it will be shared. This privacy notice has been designed to meet that right.
  • Right of access: You have the right at any time to ask us (by making a subject access request) what personal information we hold about you, how we are using it, with whom we are sharing it, and where we obtained your personal data. You may also request a copy of the personal information. To protect your privacy and security we may need to verify your identity before disclosing or deleting your data.
  • Right to correct: The accuracy of your personal data is important to us. You can ask us to rectify/update your personal data, including your address and contact details at any time, and we shall do so promptly at your request. You may also request that we restrict processing if this is justified. Proof of identity may be required in some circumstances.
  • Right to erasure: In some instances, you have the right to request that we delete your personal data. If the request is valid, we shall do so promptly. We may need to verify your identify before deleting your data.
  • Right to object: You have the right to ‘block’ or suppress processing of your personal data. You have the right to opt out of marketing promotions at any time. For example, every promotional email we send you contains a link which you may click to unsubscribe. When you make such a request, we shall retain just enough of your personal data to ensure that the restriction is respected in the future.  You also have the right to object to decisions being taken by automated means (known as profiling) which produce legal or similar effects concerning you.
  • Right to withdraw consent: Where our processing of your personal data is based on your consent, you have the right to withdraw that consent at any time.
  • Right to portability: You have the right to receive personal data which you have provided to us, in a structured, commonly used and machine-readable format, and the right to transmit that data to a third party in certain situations.

If you wish to exercise any of your rights, or to request details of personal information which we hold about you or have any questions about this privacy notice or the information we hold about you please contact:

Data Protection Team
Stannah
Watt Close
East Portway
Andover
SP10 3SD

Tel:  01264 364311
Email:  dataprotection@stannah.co.uk

  1. Right to lodge a complaint

If we do not satisfy your request, depending on your jurisdiction, you may also have the right to lodge a complaint with a data protection authority in your country of residence. 

  • If you are based in the UK, you may contact ICO here.
  • If you are based in the EU/EEA, the competent Data Protection Authority's contact details may be found here.
  1. Changes to this Privacy Notice

We may change this privacy notice from time to time. When we do so, we shall inform you via our website.
This privacy notice was published on 12 June 2024.

 

Alternative formats available on request to dataprotection@stannah.co.uk