Customer Privacy Policy
This Policy explains when and why we collect personal information about our customers, how we use it, the conditions in which we may disclose this information to others and how we keep it secure.
How do we collect your information?
Your personal information is collected at the point of placing an order with, arranging a Home Assessment or Engineering Visit and requesting information from us.
This information is collected in store, via telephone, online or via post at the time of the interaction taking place.
By providing this information to us to process your sales and order, you are consenting to us to use the information as outlined below.
What information do we collect?
Personally Identifiable Information (Personal Data)
When contacting DSL Mobility to place an order, arrange a home visit or request information, the information and data we collect might include your name, address, email address, IP address, phone number, payment details as well as the items you have ordered (dependant on nature of interaction).
If, when placing an order with us, you have claimed VAT relief, we will also collect the medical condition used to claim the relief and an authorising signature from the claimant or their representative.
Non-Personally Identifiable Information
When using our website, we also collect Non-Personally Identifiable Information such as, page visits, duration of visits, origination links, number of pages visited and search terms used. This information is not identifiable and is used in an analytics capacity only.
When visiting our website for the first time you will be asked to accept our Cookies Policy, which can be read in its entirety prior to accepting. By accepting the Cookies Policy, you provide consent to allow us to use this Non-Personally Identifiable Information for the purposes outlined below.
How is your information used?
We have outlined below how and when we will use data and information we have captured (Personally & Non-Personally Identifiable). We have also outlined how your information and data will not be used by ourselves.
Personally Identifiable Information (Personal Data)
We may use your information to:
- Process an order you have submitted
- Transact and process a sale in store
- To arrange to and visit your home to carry out any assessments or engineering works which you have requested
- Arrange delivery of items placed for Home Delivery
- Send you any product information you have specifically requested by post or electronically (including brochures)
- Send you After-Sales information directly related your purchase (where applicable) such as service reminders, upgrade offers etc
- Prove eligibility for VAT Exemption if requested by HMRC
- Contact you in relation to current orders or requests placed with DSL (Engineering requests, home delivery orders, special orders) via phone, writing or electronically (email or text message).
We will not use your information to:
- Send unrelated marketing materials from ourselves or third parties
- Share with third parties or other companies outside of the requirements led by the agreement entered into (payment processors, delivery couriers etc)
- Contact you for reasons unrelated to reasons listed above
Non-Personally Identifiable Information
We may use this information to:
- Track website usage
- Improve the website layout
- Track the popularity of products
- Improve our range of products and services available online
- Track where our users visit our site from
- Track how visitors access the website
Who has access to your information?
We will not sell or rent your information to third parties
We will not share your information with third parties for marketing purposes
DSL Mobility ltd staff will access your records related only to the tasks listed above
Third Party Service Providers working on our behalf:
We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process payments, provide delivery service or complete work not undertaken directly by DSL Mobility).
However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we request that they keep all information secure and not to use it for their own direct marketing purposes (unless requested by yourself).
When applying for Motability through DSL Mobility ltd(via phone, online or in store) we will pass your information to Motability so that they can process your application. Motability have their own Privacy Policy available to view which details the processes they undertake with your data.
Please be reassured that we will not release your information to third parties outside of DSL Mobility ltd for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
How is your information stored?
Orders
Orders and requests placed via www.dslmobility.co.uk are stored on a secure, firewall protected and remote server. Orders and transactions placed in store, via phone or mail are stored on our secure, password and firewall protected server which is inaccessible outside of the DSL Mobility ltd network.
Personal Contact Information
Contact information such as name, telephone numbers and addresses are stored on or secure, password and firewall protected server which is inaccessible outside of DSL Mobility.
Payment Information
Debit & credit card information is not stored by ourselves and is processed using a third-party payment processor, who is specialised in the secure capture and processing of credit/debit card transactions.
Once an order has been transacted using our secure online WorldPay processor or in store using our card terminals, we do not have access to the card details.
VAT Declarations
All VAT Declaration forms are stored in locked and secure facility with limited access in line with HMRC requirements.
How long do we store your information?
Order Information
As standard, we retain Order Information indefinitely as it aids us with after-sales support and future orders placed by yourself. Due to the nature of our sales, we are legally required to retain orders where VAT Relief has been claimed for up to 7 years. This is in line with any potential VAT Audits carried out by HMRC.
We also retain Order Information warranty reasons related to your products. This information will be used should you ever need to claim on our product during the warranty period.
Personal Information & Purchase History
As standard, we retain customer information and purchased history indefinitely or for a minimum of 7 years if the customer has placed an order and claimed VAT Relief.
Delivery information is retained by our chosen courier company and is done so for a period of time at their discretion. Information on their Privacy policies and storage solutions are available upon request.
Card Information
We do not retain card information after a sale has been transacted. The information is stored by our third-party processors and information on their Privacy policies and storage solutions are available upon request.
Direct Marketing
We do not currently participate in direct marketing to customers and will not contact you with any direct marketing materials without prior consent (exception of After Sales Support information as listed above).
Should we update our marketing practices to include direct marketing (electronic, paper or phone), you will be required to ‘opt-in’ to receive such materials. You will then have the ability to ‘opt-out’ at any time thereafter by contacting us on 01978 351926 or via email using dslmobility@btconnect.com.
Security Precautions to Protect Data
Website
Our site uses 128 bit SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that all the information that you enter on our website cannot be seen or captured by anyone else. You can tell whether a page is using encryption by looking for a small locked padlock in the bottom bar of your browser. The address bar will also change to start with ‘https’ rather than ‘http’ before www.dslmobility.co.uk.
In Store, Phone & Mail Orders
All records are stored on our secure server which is inaccessible outside of the DSL Network. This server is password protected and secured by a number of firewalls and additional security features.
DSL are not responsible for any security breaches or loss of data taking place when the customer places an order with DSL via a Mail Order, prior to the arrival of said order at the DSL Mobility ltd address. Should an issue arise during this transit, this would be related to the courier chosen by the customer to transfer said data.
Links to Other Websites
Our website may contain links to external websites run by other organisations or companies. This privacy policy applies only to our website and content, we therefore encourage you to read privacy statements on other websites you visit. We cannot accept responsibility for the practices of other sites even if they are accessed using links from our website.
Your Information
If you believe any information we may have is incorrect or requires updating then please contact us and we will update our records as soon as physically possible but within 1 month.
If you no longer wish us to store your information and invoke your ‘Right to be Forgotten’ then please contact us on 01978351926 or via dslmobility@btconnect.com.
We are able to remove customer information and sales history from our database. We are however, required to store customer information and sales history for up to 7 years if the customer has purchased an item and claimed VAT Relief. This is a legal requirement by HMRC in line with any potential VAT Audits which may occur. Once this duration has passed we are able to remove all records and files.
Please be aware that should you request us to remove your information from our systems, this may void any warranties. We would ask that you retain all paperwork and sales invoices related to items purchased to aid us with any warranty claims arising after deletion.