The bases on which we process information about you
The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category. If a basis on which we process your personal information is no longer relevant, then we shall immediately stop processing your data. If the basis changes, then if required by law, we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.
1. Information we process because we have a contractual obligation with you
When you create an account on our website, buy a product or service from us, or otherwise agree to our terms and conditions, a contract is formed between you and us. In order to carry out our obligations under that contract, we must process the information you give us. Some of this information may be personal information.
We may use it in order to:
- Verify your identity for security purposes
- Sell products to you
- Provide you with our services
- Provide you with suggestions and advice on our products, services and how to obtain the most from using our website.
We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract. Additionally, we may aggregate this information in a general way and use it to provide class information, for example to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable. We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of this contract.
2. Information we process with your consent
3. Information we process because we have a legal obligation
We are subject to the law like everyone else. Sometimes we must process your information in order to comply with a statutory obligation. For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order. This may include your personal information.
Specific uses of information you provide to us
4. Information provided on the understanding that it will be shared with a third party
There is certain information which we must pass to a third party in order to be able to provide our service to you for the following reasons:
- Where a system is monitored for police or keyholder response, we pass your personal information (name, telephone number, address, and email address) to an Alarm Receiving Centre (ARC) so that they can identify you in the event of an activation and provide the necessary response. They also process personal information (name, telephone number and, possibly, email address) for your keyholders, for this same purpose.
- Before a system can obtain police response, we are required to apply to the local police force in your area, to obtain a unique reference number (URN) for your system. This application contains your personal information (name, address, telephone number and email address).
- Systems that we install will be issued with a Certificate of Conformity by our inspectorate body, the Security Systems and Alarms Inspection Board (SSAIB). We share your personal information with the SSAIB in order to produce this certificate. The SSAIB have their own policy on how they process the data of our customers. This can be viewed online at https://ssaib.org/page/privacy-policy—home-owner
When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint. If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is. We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.
6. Information relating to your method of payment
Payment information is never taken by us or transferred to us through our website. At the point of payment, you are presented with a secure form hosted by a third party. That page may be branded to look like a page on our website but it is not controlled by us. We prefer not to receive payment by cheque. Where payment is sent to us by cheque, it may be paid into our bank account electronically in which case we keep the original cheque until payment clears. At this time the cheque is securely destroyed.
7. Information about your direct debit
When you agree to set up a direct debit arrangement, you are directed to a secure page on the website of GoCardless Ltd who process direct debits on our behalf. We do not have access to your full bank account information, and only have access to the tools necessary to manage your direct debit payments.
8. Job application and employment
If you send us information in connection with a job application, we may keep it for up to three years in case we decide to contact you at a later date. If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly related to your employment. After your employment has ended, we will keep your file for six years before destroying or deleting it.
9. Sending a message to our support team
When you contact us, whether by telephone, through our website or by email, we collect the data you have given us in order to reply with the information you need. We record your request and our reply in order to increase the efficiency of our business. We keep personally identifiable information associated with your message, such as your name and email address so as to be able to track our communications with you to provide a high quality service.
Use of information we collect through automated systems when you visit our website
- To track how you use our website
- To record whether you have seen specific messages we display on our website
- To keep you signed in on our site
- To record your answers to surveys and questionnaires on our site while you complete them
- To record the conversation thread during a live chat with our support team
11. Personal identifiers from your browsing activity
Requests by your web browser to our servers for web pages and other content on our website are recorded. We record information such as your geographical location, your internet service provider, and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution. We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you. If combined with other information we know about you from previous visits, the data could possibly be used to identify you personally, even if you are not signed in to our website.
12. Information we identify from third parties
Although we do not disclose your personal information to any third party (except as set out in this policy), we sometimes receive data that is indirectly made up from your personal information from third parties whose services we use.
13. Data may be processed outside the European Union
Our websites are hosted in the United States of America. We may also use outsourced services in countries outside of the European Union from time to time in other aspects of our business. Accordingly data obtained within the UK or any other country could be processed outside the European Union. For example, some of the software our website uses may have been developed in the United States of America, Canada or Australia.
Access to your own information
14. Access to your personal information
- At any time you may review or update personally identifiable information that we hold about you.
- To obtain a copy of any information that is not provided on our websites, you may send us a request at firstname.lastname@example.org
- After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.
15. Removal of your information
If you wish to remove personally identifiable information, you may contact us at email@example.com
This may limit the service that we can provide to you.
16. Verification of your information
When we receive any requests to access, edit or delete personally identifiable information, we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.
17. Use of site by children
- We do not sell products or provide services for purchase by children, nor do we market to them.
- If you are under 18, you may use our website only with consent from a parent or guardian.
- If we find that we have collected information that could personally identify a child, we will delete that information immediately.
18. Encryption of data sent between us
We use Secure Socket Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.
19. How you can complain
- If a dispute is not settled, then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
- If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns
- You can also complain to our inspectorate body, The Security Systems and Alarms Inspection Board (SSAIB) in writing to: 7-11 Earsdon Road, West Monkseaton, Whitley Bay, Tyne & Wear, NE25 9SX or firstname.lastname@example.org, or by phone on 0191 296 3242. Our SSAIB reference number is HERT031.
20. Retention period for personal data
Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:
- To provide you with the services you have requested;
- To comply with other law, including for the period demanded by our tax authorities;
- To support a claim or defence in court.
21. Compliance with the law
22. Review of this policy