At Allens E-Bikes Ltd we want to make sure you know what data we collect from you, why we collect it, what we do with it and how you can ask us questions about it or exercise your rights
Allens E-Bikes Ltd is a data controller for all our customer and colleague personal data whether we collect it from you when you visit our websites, or our showroom in Leighton Buzzard
We’d like you to read all of our privacy notice, but we understand that sometimes you know exactly what you want and just want to go straight to it, so we’ve listed below the most common things customers ask us.
Want to contact the Data Protection Officer (the “DPO”)
You can find the contact details for the DPO at the bottom of this notice but please have a look at these FAQ’s first as they may be able to assist you with your problem.
“I would like a copy of my personal data”
No problem, this is called a “Subject Access Request” or SAR. But first we need some information from you to ensure we only disclose your personal data to you, or your representative. To make sure we have all the information from you that we need to fulfil your request, we have created a form here. The form is simple to complete, is free and allows you to access your personal data securely.
The Legal – By law we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
“I would like you to delete my personal data”
You have a right to erasure also known as the” right to be forgotten” but this doesn’t always apply. We will always review each request for erasure on a case-by-case basis. However, If you have bought something from us, we will be unable to erase your personal data because legally we have to keep records of commercial transactions for Her Majesty’s Revenue and Customs for 6 years. This data will automatically delete 6 years from the date of your last transaction with us. If you still want to ask us to delete your personal data, please follow the link here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I think you may have the wrong data about me, and I would like you to correct it”
This is your right to rectification. Tell us what you think we have that’s wrong, such as the wrong vehicle registration number, a previously owned vehicle registration number, or a booking error. We will check it and if the data we hold is wrong, we will change it. We have a duty to ensure all personal data we hold is accurate. You can ask us to rectify your data here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I would like to opt out of receiving marketing information”
Marketing emails and text messages have an opt out or unsubscribe button at the bottom of the email/text. This is the quickest and easiest way for you to unsubscribe. If you have already deleted the email or text, then you can send us a request to unsubscribe you here.
“I would like a copy of any CCTV images you may have captured of me during my recent visit to your premises”
Yes, we can do that as CCTV images are personal data, however, please be aware that we only retain CCTV images for 30 days from when they were recorded, after which they are deleted by the system and we are unable to recover them. To request a copy of your CCTV images go here.
The Legal – we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
How we collect your Data
As an essential part of our business, we collect and manage customer data. In doing so, we observe all relevant data protection legislation, and are committed to protecting and respecting customers’ privacy and rights.
In order that you are reliably informed about how we collect, process, store and share your information, we have developed this Privacy notice. This notice also advises how you can have control over our use of your data.
want to contact the Data Protection Officer (the “DPO”)
You can find the contact details for the DPO at the bottom of this notice but please have a look at these FAQ’s first as they may be able to assist you with your problem.
“I would like a copy of my personal data”
No problem, this is called a “Subject Access Request” or SAR. But first we need some information from you to ensure we only disclose your personal data to you, or your representative. To make sure we have all the information from you that we need to fulfil your request, we have created a form here. The form is simple to complete, is free and allows you to access your personal data securely.
The Legal – By law we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
“I would like you to delete my personal data”
You have a right to erasure also known as the” right to be forgotten” but this doesn’t always apply. We will always review each request for erasure on a case-by-case basis. However, If you have bought something from us, we will be unable to erase your personal data because legally we have to keep records of commercial transactions for Her Majesty’s Revenue and Customs for 6 years. This data will automatically delete 6 years from the date of your last transaction with us. If you still want to ask us to delete your personal data, please follow the link here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I think you may have the wrong data about me, and I would like you to correct it”
This is your right to rectification. Tell us what you think we have that’s wrong, such as the wrong vehicle registration number, a previously owned vehicle registration number, or a booking error. We will check it and if the data we hold is wrong, we will change it. We have a duty to ensure all personal data we hold is accurate. You can ask us to rectify your data here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I would like to opt out of receiving marketing information”
Marketing emails and text messages have an opt out or unsubscribe button at the bottom of the email/text. This is the quickest and easiest way for you to unsubscribe. If you have already deleted the email or text, then you can send us a request to unsubscribe you here.
If the email/text does not contain an opt out or unsubscribe button it’s because it’s a service message not a marketing message. A service message may be a reminder or an invitation to provide feedback, or a product review request. If you no longer wish to receive any communications from Halfords, then please go here.
“I would like a copy of any CCTV images you may have captured of me during my recent visit to your premises”
Yes, we can do that as CCTV images are personal data, however, please be aware that we only retain CCTV images for 30 days from when they were recorded, after which they are deleted by the system and we are unable to recover them. To request a copy of your CCTV images go here.
The Legal – we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
How we collect your Data
As an essential part of our business, we collect and manage customer data. In doing so, we observe all relevant data protection legislation, and are committed to protecting and respecting customers’ privacy and rights. Specifically, Allens Ebikes Ltd acts as “Data Controller” in respect of the information gathered and processed by this website, when customers visit one of our stores
In order that you are reliably informed about how we collect, process, store and share your information, we have developed this Privacy notice. This notice also advises how you can have control over our use of your data.
want to contact the Data Protection Officer (the “DPO”)
You can find the contact details for the DPO at the bottom of this notice but please have a look at these FAQ’s first as they may be able to assist you with your problem.
“I would like a copy of my personal data”
No problem, this is called a “Subject Access Request” or SAR. But first we need some information from you to ensure we only disclose your personal data to you, or your representative. To make sure we have all the information from you that we need to fulfil your request, we have created a form here. The form is simple to complete, is free and allows you to access your personal data securely.
The Legal – By law we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
“I would like you to delete my personal data”
You have a right to erasure also known as the” right to be forgotten” but this doesn’t always apply. We will always review each request for erasure on a case-by-case basis. However, If you have bought something from us, we will be unable to erase your personal data because legally we have to keep records of commercial transactions for Her Majesty’s Revenue and Customs for 6 years. This data will automatically delete 6 years from the date of your last transaction with us. If you still want to ask us to delete your personal data, please follow the link here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I think you may have the wrong data about me, and I would like you to correct it”
This is your right to rectification. Tell us what you think we have that’s wrong, such as the wrong vehicle registration number, a previously owned vehicle registration number, or a booking error. We will check it and if the data we hold is wrong, we will change it. We have a duty to ensure all personal data we hold is accurate. You can ask us to rectify your data here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I would like to opt out of receiving marketing information”
Marketing emails and text messages have an opt out or unsubscribe button at the bottom of the email/text. This is the quickest and easiest way for you to unsubscribe. If you have already deleted the email or text, then you can send us a request to unsubscribe you here.
If the email/text does not contain an opt out or unsubscribe button it’s because it’s a service message not a marketing message. A service message may be a reminder or an invitation to provide feedback, or a product review request. If you no longer wish to receive any communications from Halfords, then please go here.
“I would like a copy of any CCTV images you may have captured of me during my recent visit to your premises”
Yes, we can do that as CCTV images are personal data, however, please be aware that we only retain CCTV images for 30 days from when they were recorded, after which they are deleted by the system and we are unable to recover them. To request a copy of your CCTV images go here.
The Legal – we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
How we collect your Data
As an essential part of our business, we collect and manage customer data. In doing so, we observe all relevant data protection legislation, and are committed to protecting and respecting customers’ privacy and rights. Specifically, Allens Ebikes Ltd acts as “Data Controller” in respect of the information gathered and processed by this website, when customers visit our store
In order that you are reliably informed about how we collect, process, store and share your information, we have developed this Privacy notice. This notice also advises how you can have control over our use of your data.
want to contact the Data Protection Officer (the “DPO”)
You can find the contact details for the DPO at the bottom of this notice but please have a look at these FAQ’s first as they may be able to assist you with your problem.
“I would like a copy of my personal data”
No problem, this is called a “Subject Access Request” or SAR. But first we need some information from you to ensure we only disclose your personal data to you, or your representative. To make sure we have all the information from you that we need to fulfil your request, we have created a form here. The form is simple to complete, is free and allows you to access your personal data securely.
The Legal – By law we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
“I would like you to delete my personal data”
You have a right to erasure also known as the” right to be forgotten” but this doesn’t always apply. We will always review each request for erasure on a case-by-case basis. However, If you have bought something from us, we will be unable to erase your personal data because legally we have to keep records of commercial transactions for Her Majesty’s Revenue and Customs for 6 years. This data will automatically delete 6 years from the date of your last transaction with us. If you still want to ask us to delete your personal data, please follow the link here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I think you may have the wrong data about me, and I would like you to correct it”
This is your right to rectification. Tell us what you think we have that’s wrong, such as the wrong vehicle registration number, a previously owned vehicle registration number, or a booking error. We will check it and if the data we hold is wrong, we will change it. We have a duty to ensure all personal data we hold is accurate. You can ask us to rectify your data here.
The Legal – we have one month to respond to your request which starts from the moment you have provided proof of your identity.
“I would like to opt out of receiving marketing information”
Marketing emails and text messages have an opt out or unsubscribe button at the bottom of the email/text. This is the quickest and easiest way for you to unsubscribe. If you have already deleted the email or text, then you can send us a request to unsubscribe you here.
If the email/text does not contain an opt out or unsubscribe button it’s because it’s a service message not a marketing message.
“I would like a copy of any CCTV images you may have captured of me during my recent visit to your premises”
Yes, we can do that as CCTV images are personal data, however, please be aware that we only retain CCTV images for 30 days from when they were recorded, after which they are deleted by the system and we are unable to recover them. To request a copy of your CCTV images go here.
The Legal – we have one month to provide you with a copy of your personal data which starts from the moment you have provided proof of your identity. We may extend the time limit by a further two months if the request is complex or if we receive a number of requests from you.
How we collect your Data
As an essential part of our business, we collect and manage customer data. In doing so, we observe all relevant data protection legislation, and are committed to protecting and respecting customers’ privacy and rights. Specifically, Allens ebikes acts as “Data Controller” in respect of the information gathered and processed by this website,
In order that you are reliably informed about how we collect, process, store and share your information, we have developed this Privacy notice. This notice also advises how you can have control over our use of your data.
Dave Allen (E-Motion Expert)
07832 120284
01525 837340
allensebikes.co.uk
Vulnerable Customer Policy
1.0 Introduction
Ensuring that customers in vulnerable circumstances are treated not only fairly, but with empathy
and sensitivity to their circumstances is a growing priority for the Financial Conduct Authority and
other regulators. Vulnerable clients are likely to need additional assistance at some stage in order to
avoid detriment (financial or psychological) when attempting to arrange insurance. The purpose of
this policy is to ensure that the way in which we conduct our business does not have a negative
impact on vulnerable customers.
A vulnerable consumer is defined as someone who has personal circumstances that place them at a
higher risk of detriment, particularly if a company does not act with the appropriate level of care.
Allens E-Bikes is committed to ensuring that all its staff are capable of identifying vulnerable consumers, and that they are able to handle a situation involving a vulnerable customer with the required levels of care, attention and respect. A consumer may find it difficult to make an informed decision about their available options for a variety of reasons. The risk factors that contribute to consumer vulnerability in financial services include:
• low literacy, numeracy and financial capability skills
• physical disability
• severe or long-term illness
• mental health problems including common mental disorders (CMD)
• low income and/or debt
• caring responsibilities (including operating a power of attorney)
• being ‘older old’ for example over 80, although this is not absolute (may be associated with
cognitive or dexterity impairment, sensory impairments such as hearing or sight, onset of ill-
health, not being comfortable with new technology)
• being young (associated with less experience)
• change in circumstances (e.g. job loss, bereavement, divorce)
• lack of English language skills
• non-standard requirements or credit history (e.g. armed forces personnel returning from
abroad, ex-offenders; care-home leavers, recent immigrants).
Living with a disability, illness or diagnosis does not in itself make someone vulnerable. In the
context of financial services , it is the person’s situation and barriers to accessing such services that
may make them vulnerable. Equally a person may be vulnerable without any disability, illness or
diagnosis, for example if they are recently bereaved or frail.
2.0 Identifying Vulnerable Consumers
For Allens E-Bikes staff to correctly address the needs of a vulnerable consumer, it is important to be able to identify them.
Risk factors that can help to identify a vulnerable consumer include illness, disability, illiteracy,
bereavement and other impairments as indicated above. the client may have indicated a
vulnerability in correspondence or one or more of the following indicators may become apparent
during a telephone conversation or meeting.
key indicators that often highlight a risk factor include :
a) Can the client hear everything you are saying and do they understand what you are saying? Do
they ask you to slow down or to speak louder? Are you sure they have heard and understood all
the relevant details? Do they ask you to clarify any details or advise they do not understand
terminology being used
b) Does the client stay on topic and hold a conversation that is coherent, or do they appear
distracted or confused? Do the clients responses remain relevant and are their questions typical
for the discussion being had?
c) Does the client take an unusually long amount of time to answer a question that suggests they
are struggling to process the information provided to them?
d) Does the client indicate they may have a disability or impairment based on their voice,
pronunciation, breathing, hearing or ability to understand the conversation? Are they coherent
and fluent in the language being used?
3.0 Dealing with Vulnerable Consumers
Just because somebody is vulnerable does not automatically mean that they are unsuitable for the
products and services the firm supplies. As soon we think we may be engaging with a vulnerable
consumer we should take care to adhere to the requirements set out in this policy.
When dealing with vulnerable consumers staff must remain aware of the following guidelines:
a) Remain patient and empathetic; do not rush the client, interrupt or appear impatient. Allow the
consumer to arrive at their own decisions and process the information sufficiently.
b) Ensure the client is able to hear and understand what you are saying; ask the client to explain
their understanding of what you are telling them, or include questions as frequently as possible
to ensure they are aware of and understand what is being discussed.
c) Allow the client to explain thoroughly; do not assume you already know what their requirements
or needs are, and do not finish off their sentences which often implies you are rushing them to
progress the conversation. Listen carefully to the client and remain conscious of any absence of
understanding, hints at unawareness, or forgetfulness of topics already discussed.
d) Clarify that the consumer is comfortable with the standard and method of communication, and
offer to provide details in an alternate format such as via post or email for clarity. Before acting
on a vulnerable consumer’s advice, ask if there is anybody else they need to speak to about their
decision.
When a vulnerable customer has been identified a relevant note should be added to their record
ensure awareness extends to all staff within the company who deal with the client. It is important
that we maintain a consistent level of service, and that a vulnerable consumer receives adequate
care irrespective of which staff they liaise with. Any such notes should describe the reasons for the
assessment of the customer as vulnerable and be respectful.
Mental capacity
Mental capacity relates to the ability of the individual to understand and to retain and evaluate
relevant information in order to be able to make a decision based on that information.
In the event that a member of staff believes that a vulnerable consumer is unable to make a decision
for themselves regarding their insurance, they should attempt to identify a carer or next of kin who
is authorised to act on their behalf with respect to their financial affairs. in many cases, a parent or
spouse will represent the interests of the vulnerable consumer. All staff members who deal directly
with clients, regardless of department or position, must familiarise themselves with this policy and
ensure they understand it completely.
Product literature
It is acknowledged that there are limits to what we can reasonably do to form a view as to whether
or not a customer has, or may have, some form of capacity limitation. However, it is good practice,
in product literature provided to customers prior to providing a relevant product or service, to invite
customers to disclose (on a voluntary basis) whether there are any issues relating to their health or
general well-being which may be relevant to the consideration of any product or decision by the
firm. Any such invitation should make clear that the information provided will be used solely to
facilitate an informed service being provided.
If a customer provides information which indicates that he does, or may, have some form of mental
capacity limitation that might impact on his ability to make an informed decision, this should not
lead to him automatically being denied access to the product or service being sought. It should act as
a trigger for us to consider what reasonable steps might be taken in order to amend our usual
processes to ensure that the customer is treated fairly and a positive outcome results for the
customer.
4.0 Product Governance
The design and distribution of new prodcuts will take into account the requirements of vulnerable
customers and this will include collecting relevant management information to monitor the
company’s performances in treating vulnerable customers in accordance with the requirements set
out in this policy.
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