Privacy Policy and Complaints Policy - EPRLocksmith

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Privacy Policy

At EPRLocksmith, we are committed to protecting your privacy and complying with UK data protection laws. This privacy policy explains how we collect, use, and safeguard your personal information.

1. Information Collection and Usage:

   a. Personal Information: We do not collect or retain any personal information about our customers unless it is necessary for providing locksmith services. This may include your name, address, contact number, and details related to the locksmith service requested.

   b. Legal Basis: The collection and use of your personal information are based on the legitimate interest of providing locksmith services and fulfilling our contractual obligations.

2. Use of Information:

   a. Service Delivery: We will only use the personal information you provide to us for the purpose of delivering locksmith services, scheduling appointments, and communicating with you regarding your service request.

   b. Communication: Your contact details will be used solely for the purpose of responding to your inquiries, providing updates related to the locksmith service, and delivering exceptional customer service.

3. Data Retention:

   We will retain your personal information only for as long as necessary to fulfill the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law.

4. Sharing of Information:

   a. Third-Party Disclosure: We will not share, sell, rent, or otherwise disclose your personal information to any third parties without your explicit consent, unless required by law or as necessary for the provision of locksmith services (e.g., subcontractors assisting in the service delivery).

   b. Data Transfers: If any personal information is transferred to a third party outside of the European Economic Area (EEA), we will ensure appropriate safeguards are in place to protect your data as required by the GDPR.

5. Security Measures:

   We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, loss, or alteration. We regularly review and enhance our security practices to maintain a high level of data protection.

6. Your Rights:

   a. You have the right to access, rectify, erase, restrict, or object to the processing of your personal information, as permitted by applicable data protection laws. To exercise these rights, please contact us using the information provided below.

   b. We will respond to your requests within the timeframes and in accordance with the requirements of the GDPR and the Data Protection Act 2018.

7. Updates to the Privacy Policy:

   We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. The most recent version will be available on our website, and we encourage you to review it periodically.

8. Contact Information:

   If you have any questions, concerns, or requests regarding this privacy policy or our data practices, please contact us using the websites contact form.

Complaints Policy

   The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

   To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

   Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

   On receipt of your complaint the business aims to respond within 5 days.  

   The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

   In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

   The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.