UK Electric Bike Centre Privacy Policy & Cookies

PRIVACY

How we use your information

This privacy notice tells you what to expect when the UK Electric Bike Centre collects personal information. It applies to information we collect about:

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• visitors to our websites

• complainants and other individuals in relation to a data protection or freedom of information complaint or enquiry

• people who use our services, e.g. who subscribe to our newsletter or request a publication from us

• people who notify under the Data Protection Act

• job applicants and our current and former employees

Visitors to our websites

When someone visitswww.ukelectricbike.co.ukwe collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. We collect this information in a way which does not identify anyone. We do not make any attempt to find out the identities of those visiting any of our websites. We will not associate any data gathered from this site with any personally identifying information from any source. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

Use of cookies

Cookies on the UKEBC ebikes Website

This page contains information onwhat 'cookies' are,how we use cookiesand how toswitch cookies off in your browser, and someuseful links for further readingon the subject. If it does not provide the information, you were looking for, or you have any further questions about the use of cookies on our website, please feel free to get in touch.

What are 'cookies'?

'Cookies' are small text files that are stored by the browser (e.g. Microsoft Edge, Safari or other search engines) on your computer or mobile phone. They allow websites to store such things as user preferences. You can think of cookies as providing a "memory" for the website, enabling it to recognise a user and respond appropriately.

How we use cookies?

A visit to a page on our site may generate the following types of cookies:

Anonymous analytics cookies
Registration cookies
Shopping cart cookies
Session cookies

Anonymous analytics cookies

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Every time a user visits our website, web analytics software provided by a third party generates an anonymous analytics cookie.

These cookies can tell us whether or not you have visited the site before.

Your browser will tell us if you have these cookies, and if you don't, we generate new ones.

This allows us to track how many individual unique users we have, and how often they visit the site.

Registration cookies

When you register with the site, we generate cookies that signal whether you are signed in or not.

Our servers use these cookies to work out which account you are signed in with, and if you are allowed access to a particular service. It also allows us to associate any comments you post with your username.

If you have not selected 'keep me signed in,' your cookies get deleted when you either close your browser or shut down your computer.

How do I turn cookies off?

It is usually possible to stop your browser accepting cookies, or to stop accepting cookies from a particular website. For example, we cannot tell if you are signed in without using cookies, so you would not be able to post comments.

All modern browsers allow you to change your cookie settings. These settings will typically be found in the 'options' or 'preferences' menu of your browser. In order to understand these settings, the following links may be helpful, otherwise you should use the 'Help' option in your browser for more details.

Cookie settings in Firefox
Cookie settings in Chrome
Cookie settings in Safari webandiOS.

Useful links

If you would like to find out more about cookies and their use on the Internet, you may find the following links useful:
All About Cookies

The IAB has provided the following website to give information specifically about privacy issues around Internet advertising:
youronlinechoices.co.uk/uk

For further legal information about privacy issues, you may find these links useful:

Data Protection Act 1998
The Information Commissioner's Office

People who make a complaint to us

When we receive a complaint from a person, we make up a file containing the details of the complaint. This normally contains the identity of the complainant, and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.

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We usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

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Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

When we take enforcement action against someone, we may publish the identity of the defendant in our Annual Report or elsewhere. Usually, we do not identify any complainants unless the details have already been made public.

People who use our services.

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UK Electric Bike Centre LTD offers various services to the public. We use a third party to deal with some publication requests, but they are only allowed to use the information to send out the publications.

We have to hold the details of the people who have requested the service in order to provide it. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we might use information about people who have requested a publication to carry out a survey to find out if they are happy with the level of service they received. When people do subscribe to our services, they can cancel their subscription at any time and are given an easy way of doing this.

Privacy Policy

This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of the UK Electric bike Centre LTD’s collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

Complaints Policy

UK Electric Bike Centre LTD tries to meet the highest standards when dealing with complaints. 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.

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

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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.

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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.

Access to personal information

The UK Electric Bike Centre LTD tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:

• give you a description of it;

• tell you why we are holding it;

• tell you who it could be disclosed to; and

• let you have a copy of the information in an intelligible form.

To make a request to the UK Electric Bike Centre LTD for any personal information we may hold you need to put the request in writing addressing it to our Information Governance department, or writing to the address provided below.

If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.

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If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting the Information Governance department.

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Disclosure of personal information

In many circumstances we will not disclose personal data without consent. However, when we investigate a complaint, for example, we will need to share personal information with the organisation concerned and with other relevant bodies. Further information is available in our Information Charter about the factors we shall consider when deciding whether information should be disclosed.

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You can also get further information on:

• agreements we have with other organisations for sharing information.

• circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics.

• our instructions to staff on how to collect, use and delete personal data; and

• how we check that the information we hold is accurate and up to date.

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated on 10th January 2024.

How to contact us

If you want to request information about our privacy policy you can emailadmin@ukelectricbike.co.ukor write to:

Customer Services
Uk Electric Bike Centre

Headcorn Aerodrome

Shenley Road

Headcorn

Kent

TN27 9X