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Privacy Notice

Introduction

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Post – e.surv Ltd, Unit 1, Orion House, Orion Way, Kettering, Northants, NN16 6PP, GB
Telephone – 01536 534000
Email – [email protected]

What information we collect, use, and why

We collect or use the following information to provide and improve products and services for clients, operation of client accounts, dealing with queries, complaints or claims and to comply with legal requirements:

  • Names and contact details
  • Addresses
  • Information relating to compliments or complaints
  • Website user information
  • Call recordings
  • Photographs

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

  • Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
  • Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
  • Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.
  • Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
  • Your right to object to processing – You have the right to object to the processing of your personal data. You can read more about this right here.
  • Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
  • Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Where we get personal information from

  • Directly from you
  • Lender Clients and Financial Institutions

Data Retention

We will store your personal information for as long as is reasonably necessary for the purposes for which it was collected, as explained in this Privacy Notice. Where your information is no longer needed, we will ensure that it is disposed of in a secure manner. In some circumstances we may store your personal information for longer periods of time, for instance where we are required to do so in accordance with legal, regulatory, tax or accounting requirements.

In specific circumstances we may store your personal information for longer periods of time so that we have an accurate record of your dealings with us in the event of any complaints or challenges, or if we reasonably believe there is a prospect of litigation relating to your personal information or dealings with us.

Disclosure of information

The information you provide to us will be held on our computers in the United Kingdom and will be accessed by or given to our staff to fulfil their duties in the provision of the service you have requested from us.

We may also disclose your information to the third parties listed below for the following purposes:

  • entities who may or do acquire any rights in us for the purpose of a business sale or reorganisation
  • our advisers (staff), for the purpose of assisting us to better manage, support or develop our business and comply with our legal and regulatory obligations
  • third parties as necessary in the event of a professional indemnity claim or dispute relating to the use of our services (i.e. a Solicitor or Legal Firm acting for e.surv)
  • service providers such as other surveying firms and other surveyors if we are instructed to use them as part of a contract with a lender client who need to know the information in order to provide us or you with a product or service
  • service providers such as other surveying firms and other surveyors if we are unable to carry out the services, the data will be passed to a trusted panel firm to provide the required service 
  • law enforcement bodies and/or other regulatory entities in order to comply with any legal obligation or court order
  • third parties we work with as part of providing our services, including (but not limited to) IT hardware and software providers and payment processing providers (based in the UK). We expect such third parties to attest to process any data disclosed to them in accordance with applicable law, including with respect to data confidentiality and security and have appropriate services agreements in place with each. Payments for services are processed securely and in compliance with the Payment Card Industry, Data Security Standard (PCI DSS); and
  • where you are a job applicant, we use a recruitment platform provided by ICIMS [SR1] (a data processor engaged by us to support our recruitment); we work with the Disclosure & Barring Service England & Wales and Disclosure Scotland to carry our criminal record checks, Experian UK to carry out credit referencing and Veriphy to complete identity verification.

 We disclose information to the referees you have provided to obtain the relevant references.

These parties are located in the UK.

Links to third party sites

The site may contain links to other sites. e.surv is not responsible for and accepts no liability for the content of other sites which are not under its strict control, in particular, we are not responsible for the protection and privacy of any information which you provide whilst visiting other websites and such sites are not governed by our Privacy Notice.

Data privacy and security

e.surv is certified to the globally recognised standard for Information Security, ISO 27001:2013 and is externally assessed for conformance to this standard annually by the British Standards Institute. Certification to this standard ensures that our business regularly assesses external and internal threats to the safety of information and operates with the relevant technical and operational security controls to keep data safe.

Likewise, e.surv is also certified to ISO 9001:2015, the globally recognised standard for Quality Management, which ensures that adequate risk management practices are in place to identify and treat emerging risks and check that procedures are operating effectively. Continued assessment of conformance to this standard is conducted by the British Standards Institute annually.

What if my personal data is compromised

 e.surv has an obligation to inform you within 72 hours of becoming aware of a data breach that is likely to result in a high risk to your data and rights and freedom, e.surv will also report such breach to the Information Commissioners Office (ICO) or its lender clients having investigated fully the suspected breach.  

If the breach is likely to result in a high risk to the rights and freedoms of individuals, e.surv will notify you if your personal data is NOT encrypted or NOT unintelligible.

Complaints:

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint