Chartwell (Derby) Ltd (registered number 00887773), whose registered office is at Chartwell House 1 Brunel Parkway Pride Park Derby Derbyshire DE24 8HR, understand that privacy and the security of your personal information is extremely important. Because of that, this policy sets out what we do with your information and what we do to keep it secure.  It also explains where and how we collect your personal information, as well as your rights over any personal information we hold about you.

 

By opting in to our website terms you are accepting and consenting to the practises described in this Privacy Policy.

 

Collecting your information:

We may collect Personal Data about you from a number of sources, including the following:

• From you when you agree to take a service or product from us, in which case this may include your contact details, date of birth, how you will pay for the product or service and your bank details.
• From you when you contact us with an enquiry or in response to a communication from us, in which case, this may tell us something about how you use our services.
• From documents that are available to the public, such as the electoral register.
• Customer Registration Forms
• Newsletter Sign Ups
• POS at the Chartwell site
• From third parties – such as insurers or manufacturers

 

What sorts of information do we hold:

 

• Information that you provide to us such as your name, address, date of birth, telephone number, email address and payment card details and any feedback you give to us, including by phone, email, post, or when you communicate with us via social media;
• Information about the Services that we provide to you (including for example, the things we have provided to you, when and where, what you paid, the way you use our products and Services, and so on);
• Your account login details, including your user name and chosen password;
• Information about any device you have used to access our Services (such as your device’s make and model, browser.
• (IP address) and also how you use our Services. For example, we try to identify which of our apps you use and when and how you use them. If you use our websites, we try to identify when and how you use those websites too;
• Your contact details and details of the emails and other electronic communications you receive from us, including whether that communication has been opened and if you have clicked on any links within that communication. We want to make sure that our communications are useful for you, so if you don’t open them or don’t click on any links in them, we know we need to improve our Services.
• Information in connection to your car such as Make, Model and Registration details. These details allow us to make informed and accurate estimations of any work that is needed to be carried out on your vehicle.
• Insurance details – including policy number, claim number, policy provider, excess & VAT Status.

 

How do we use your information:

The information we collect mat be used to:

• Fulfil services
• Taking payment from you or to give you a refund
• To provide discounts from our partners
• To help us ensure that our customers are genuine and to prevent fraud
• Conduct market research, either ourselves or reputable agencies/manufacturers
• For statistical analysis
• To help us understand more about you as a customer
• Find ways to improve out services, customer experience and website
• Contact you about services from us and other companies
• Provide you with online advertising
• Help answer your questions and solve any issues you may have
• To provide accurate quotes and estimations
• To understand how you found your experience at Chartwell – This could be from Chartwell or the Manufacturer.

 

Who might we share your information with:

Our Service providers:

We work with partners, suppliers, insurers and agencies so they can process your personal information on our behalf…but only where they meet our standards on the processing of data and security. We only share information that allows them to provide their services to us or to facilitate them providing their services to you

 

Manufacturers and Retail Partners:

We work closely with manufacturers and dealerships to ensure that we’re able to provide certain services. We may share your vehicle details with dealerships in order to carry our recall checks. You may also receive a manufacturer guarantee on any repairs carried out on your vehicle.0

 

Insurers:

Information in regard to estimates of any work carried out on your vehicle will be shared with your insurance company in order to gain approval for repairs to go ahead.

 

Vehicle Recovery Agents:

We may share personal information with trusted vehicle recovery agents in order to collect or deliver your vehicle.

 

Other Organisations:

We may transfer your personal information to other organisations in certain scenarios. For Example:

 

• If require by law, under any code of practise by which we are bound or we are asked to so by a public or regulatory authority such as Police or the department of work and pensions
• If we need to do so in order to exercise or protect our legal rights, users, systems and services
• In response to requests from individuals (or their representatives) seeking to protect their legal rights or rights of others.

 

Keeping your informed about our services

We would like to tell you about the services from time to time that we think you might be interested in. Where you have consented to us doing so, we may do this through the post, by email, text message, online, using social media, push notifications via apps, or by any other

 

About our Lifetime Guarantee

When you have work done on your vehicle you will automatically receive a lifetime guarantee. If no correspondence is received within 3 years of the work being carried out this guarantee will expire. We will keep your information on file for this length of time and we will use it to inform you of company updates and services. After this time, you will no longer receive these and guarantee details will be removed from the database.

 

Protecting your Information:

We have strict security measures to protect Personal Data.

• We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.
• We reveal only the last five digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
• We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.
• It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.

 

Cookies

When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your computer. These are called ‘cookies’.

These cookies cannot be used to identify you personally and are used to improve services for you, for example through:

–  Letting you navigate between pages efficiently
–  Enabling a service to recognise your computer so you don’t have to give the same information during one task
–  Recognising that you have already given a username and password so you don’t need to enter it for every web page requested
–  Measuring how many people are using services, so they can be made easier to use and that there is enough capacity to ensure they are fast

See allaboutcookies.org or www.youronlinechoices.eu to learn more about cookies.

Visit www.google.co.uk/goodtoknow/data-on-the-web/cookies for a video about cookies.

Users typically have the opportunity to set their browser to accept all or some cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these options, of course, means that personalised services cannot be provided and the user may not be able to take full advantage of all of a website’s features. Refer to your browser’s Help section for specific guidance on how it allows you to manage cookies and how you may delete cookies you wish to remove from your computer.

Multiple cookies may be found in a single file depending on which browser you use.

The cookies used on this website have been categorised based on the categories found in the ICC UK Cookie guide, as follows:

Category 2: Performance Cookies

These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works.

 

Category 3: Functionality Cookies

These cookies allow the website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as a live chat session. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.

The list below shows the cookies that we use, other than those that are strictly necessary to this service. If you have any queries about these, or would like more information, please contact our Data Protection Manager at Chartwell., Chartwell House, 1 Brunel Parkway, Pride Park, Derby DE24 8HR., or email us at info@chartwells.net

 

Cookie name	Description
Google Analytics	This is a common website tracking tool that give us general statistics about website usage, how people move around our site and the type of things they buy. It helps us spot problems and make improvements as a result.
PHPSESSID	This cookie allows you to remain logged in to the Chartwells Customer Care Area.

 

By using this website, you agree that we can place these types of cookies on your device.

 

Your rights

 

Access and correction of your personal information
You have the right to access the personal information that we hold about you in many circumstances. This is sometimes called a ‘Subject Access Request’. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide it to you or them free of charge.

Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us that we can locate your personal information.

If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it. If you would like to exercise these rights, please contact us as set out below.

Right to stop or limit our processing of your data:
You have the right to object to us processing your personal information if we are not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.

If you would like to exercise this right, please contact us using the below contact details:

info@chartwells.net  or call us: 01332 384646

 

How long do we keep your information for?

 

We will retain a record of your personal information. This is done in order to provide you with a high quality and consistent service across our group. We will always retain your personal information in accordance with law and regulation and never retain your information for longer than is necessary.

 

Links to other websites

We sometimes provide you with links to other websites, but these websites are not under our control. Therefore, we will not be liable to you for any issues arising in connection with their use of your information, the website content or the services offered to you by these websites. We advise you to consult the privacy policy and terms and conditions on each website to see how each supplier may process your information.

 

Sharing your thoughts

When using one of our websites or mobile applications, you may be able to share information through social networks like Facebook and Twitter. For example when you ‘like’, ‘share’ or review our Services. When doing this your personal information may be visible to the providers of those social networks. Please remember it is your responsibility to set appropriate privacy settings on your social network accounts so you are comfortable with how your information is used and shared on them.

 

Further Information:

We may amend this Privacy Policy from time to time without notice to you, in which case, we will publish the amended version on the Website. You confirm that we shall not be liable to you or any third party for any change to this Privacy Policy from time to time. It is your responsibility to check regularly to determine whether this Privacy Policy has changed.

You can ask us for a copy of this Privacy Policy and of any amended Privacy Policy by writing to the above address or by emailing us at info@chartwells.net. This Privacy Policy applies to Personal Data we hold about individuals. It does not apply to information we hold about companies and other organisations.

We aim to keep the Personal Data we hold about you accurate and up to date. If you tell us that we are holding any inaccurate Personal Data about you, we will delete it or correct it promptly. Please email us at info@chartwells.net or write to us at the address above to update your Personal Data.

 

LAST UPDATED: MAY 2023