Privacy Policy

This section outlines Waymark IT Limited Privacy Policy.

1. General Information

1.1. Who we are

We are Waymark IT Limited registered in the UK (03880663) and located at Derwent Point, Clasper Way, Gateshead, NE16 3BE, UK.

1.2. GDPR enquiries

General Data Protection Regulation (GDPR) information requests and queries for Waymark should be directed to the following:

• Email: GDPR@waymark-it.com
• Tel: 0191 731 9933

1.3. Privacy Policy Contents

This privacy notice discloses the privacy practices for Waymark IT Limited. This privacy notice applies to information collected by websites, platforms and other systems that we operate including Wayforce as well as information supplied to us through the course of normal business via other channels. It will notify you of the following:

• What personally identifiable information is collected from you through the website or other electronic means, how it is used and with whom it may be shared.
• What choices are available to you regarding the use of your data.
• The security procedures in place to protect the misuse of your information.
• How you can correct any inaccuracies in the information.

1.4. Website Information

We are the sole owners of the information collected through the websites listed below:

• Wayforce.com
• Waymark-it.com

We only have access to/collect information that you voluntarily give us via email, post, fax or other direct contact from you. We will not sell or rent this information to anyone.

• We will use your information to respond to you, regarding the reason you contacted us or to communicate information relating to renewal of services or potential improvements to services.
• We will not share your information with any third party outside of our organization, other than as necessary to fulfil your request, e.g. to supply a service, or at your request.
• If you gave us consent to contact you for marketing then we may contact you via email in the future to tell you about special events, new products or services, or changes to this privacy policy.

2. Personal data

2.1 Definition

Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as: “any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”.

This privacy notice tells you how we, Waymark IT, will collect and use your personal data for [outline further information on services and activities that you collect personal data, for example: cookies, profiling, complaints, subscriptions, etc.)]

2.2. Why does Waymark IT need to collect and store personal data?

In order for us to provide you with a service we need to collect personal data for correspondence purposes and/or detailed service provision. In any event, we are committed to ensuring that the information we collect, and use is appropriate for this purpose, and does not constitute an invasion of your privacy.

2.3. Will Waymark IT share my personal data with anyone else?

Circumstances may require us to pass your personal data on to third-party service providers contracted to Waymark IT in the course of dealing with you. Any third parties that we may share your data with are obliged to keep your details securely, and to use them only to fulfil the service they provide you on our behalf. When they no longer need your data to fulfil this service, they will dispose of the details in line with Waymark IT’s procedures. If we wish to pass your sensitive personal data onto a third party we will only do so once we have obtained your consent, unless we are legally required to do otherwise.

2.4. How will Waymark IT use the personal data it collects about me?

Waymark IT will process (collect, store and use) the information you provide in a manner compatible with the EU’s General Data Protection Regulation (GDPR). We will endeavour to keep your information accurate and up to date, and not keep it for longer than is necessary. Waymark IT is required to retain information in accordance with the law, such as information needed for income tax and audit purposes. How long certain kinds of personal data should be kept may also be governed by specific business-sector requirements and agreed practices. Personal data may be held in addition to these periods depending on individual business needs.

2.5. Under what circumstances will Waymark IT contact me?

Our aim is not to be intrusive, and we undertake not to ask irrelevant or unnecessary questions. Moreover, the information you provide will be subject to rigorous measures and procedures to minimise the risk of unauthorised access or disclosure.

2.6. Can I find out the personal data that the organisation holds about me?

Waymark IT at your request, can confirm what information we hold about you and how it is processed. If Waymark IT does hold personal data about you, you can request the following information:

• Identity and the contact details of the person or organisation that has determined how and why to process your data. In some cases, this will be a representative in the EU.
• Contact details of the data protection officer, where applicable.
• The purpose of the processing as well as the legal basis for processing.
• If the processing is based on the legitimate interests of Waymark IT or a third party, information about those interests.
• The categories of personal data collected, stored and processed.
• Recipient(s) or categories of recipients that the data is/will be disclosed to.
• If we intend to transfer the personal data to a third country or international organisation, information about how we ensure this is done securely. The EU has approved sending personal data to some countries because they meet a minimum standard of data protection. In other cases, we will ensure there are specific measures in place to secure your information.
• How long the data will be stored.
• Details of your rights to correct, erase, restrict or object to such processing.
• Information about your right to withdraw consent at any time.
• How to lodge a complaint with the supervisory authority.
• Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
• The source of personal data if it wasn’t collected directly from you.
• Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

2.7. What forms of ID will I need to provide in order to access this?

Waymark IT accepts any one of the following forms of ID when information on your personal data is requested:

• Passport
• Driving licence
• Birth Certificate along with a Utility bill from the last 3 months

Identification can only be presented in person to a representative of Waymark.

3. Information Collection, Use and Sharing

3.1. Registration

In order to use our services and websites, a user might be required to first complete a registration form. During registration a user is required to give certain information (such as name, email address and mobile telephone number). This information is used for the following purposes:

• Contact you about the products/services on our site in which you have expressed interest
• Authenticate you when accessing information.
• Authenticate you as a genuine customer.

3.2. Purchasing services

We may request information from you in connection with an order with us for products or services. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date, bank account details). This information is used for billing purposes and to fulfil your orders. If we have trouble processing an order, we'll use this information to contact you.

3.3 Individual Rights

At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:

• Right of to be informed – you have the right to be informed about the collection and use of your personal data.
• Right of access – you have the right to request a copy of the information that we hold about you.
• Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
• Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
• Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
• Right of portability – you have the right to have the data we hold about you transferred to another organisation.
• Right to object – you have the right to object to certain types of processing, automated processing or decision making, including profiling, for things like direct marketing.
• Right to review - in the event that Waymark IT refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined in clause 3.5 below.

All of the above requests will be forwarded on should there be a third party involved in the processing of your personal data.

3.4. Information we collect and process from you is as follows:

We use "cookies" on our websites and applications. A cookie is a piece of data stored on a site visitor's hard drive to help us improve your access to our site and identify repeat visitors to our site.

For instance, when we use a cookie to identify you, you would not have to enter a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site.

Usage of a cookie is in no way linked to any personally identifiable information on our site.

We share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.

We sometimes use outside companies to ship orders, perform credit checks, process payment and bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes beyond filling your order.

We may partner with other parties to provide specific services connected with your order.

When the user signs up for these services, we will share names, or other contact information that is necessary for the third party to provide these services. These parties are not allowed to use personally identifiable information except for the purpose of providing these services.

This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

3.5. Complaints process

Everyone is entitled to raise a complaint about anything related to Waymark product, policies and employees, to Waymark by telephone or email. Professionalism will always be maintained and we pride ourselves on being unbiased and thorough when handling complaints.

Valid Complaint definition

A valid complaint could be any negative customer experience, either real or perceived, relating to

• A service
• A product
• An employee
• An incident.
• A procedure

A complaint is deemed to be valid if:

• The person registering the complaint has had a negative experience
• The person registering the complaint is aware of a negative experience that they wish to prevent occurring to others and they have a business reason for registering the complaint for the person having the negative experience.

A complaint is different from an Incident or Request and can be raised in addition to these, if the customer feels they have not been treated fairly or promptly.

If a product breaks, the customer should not automatically register a complaint as this would not be a valid complaint, instead they should register an Incident. They can, however, raise a complaint if the product repeatedly breaks with the same symptoms and a Problem has not been raised and a replacement product not requested. In this case the Complaint should lead to a Problem being raised if other customers are likely to experience the same issues. Otherwise an Incident should be raised to replace the product.

Categories

The following are categories used for logging a complaint:

• Product/Service not meet customer needs
• Product/Service failure/degraded performance/not performing as expected
• Team failure to meet target or promise
• Individual failure to meet target or promise
• Third Party failure to meet target or promise
• Team failure to meet required standards
• Individual failure to meet required standards
• Third Party failure to meet required standards
• Customer unwilling to follow advice
• Customer failure to meet commitments (real or perceived)
• Incident/Request/Problem not handled effectively

Handlers

David Brophy or Jason Jones for Development or Support complaints

David Brophy or Paul Lofthouse for Business complaints

In addition to this list, if the complaint is against an employee, it may be deemed beneficial by one of the handlers above, to hand the complaint over to the employee that the complaint is against for conclusion with the customer. This is usually only the case when the employee is capable of portraying a professional attitude and willing to apologize for any error or misunderstanding on their part, in order to bring the complaint to a close.

Mediums / Standards

Acceptable communication mediums relating to complaint handling are Face to face, Telephone and Email only.

Information to be captured includes:

• Summary of complaint – include dates, times and people involved where appropriate,
• Customer details – contact details and company details
• Complaint Category – see categories listed in relevant section above
• Corrective action the customer would like – will be taken into consideration but not a guaranteed outcome
• Complaint Handler advised – Who is expected to respond to this complaint (added by complaint logger)
• RCA description – What caused the negative experience (may need to be added by Complaint Handler)
• Corrective/Preventative Action taken – What has been done to prevent this negative experience recurring (may need to be added by Complaint Handler).

Process steps

1. Valid complaints should be reported to support by email or telephone. It is important to verify if an official complaint is required before following this process. If it is not required then the customer should be advised of the correct next steps and no complaint should be logged.
2. The complaint will be logged as a new case in CRM if deemed valid.
3. Support will advise the relevant complaint handler.
4. The complaint handler should ensure the underlying issue / fault leading to the complaint being raised, is in hand and try to resolve if possible.
5. The complaint handler should contact the customer to discuss their complaint, apologize where necessary, advise the customer of the current status regarding their issue/fault and assure them that their complaint is being dealt with, or realign the customers’ expectations to be more in line with current processes, services and products.
6. The complaint handler must determine if any additional processes or changes to current processes would have prevented the complaint being raised. If so the complaint handler should put those changes into play as soon as possible. This includes speaking to third parties that may be involved.
7. The complaint handler must ensure that, if there are outstanding cases or projects relating to the complaint, they are resolved and closed prior to the complaint being closed, unless there are circumstances that make this impossible.
8. The complaint handler should speak to the customer prior to closing the complaint, advising of the changes put in place to prevent further negative customer experiences, as well as advising of the related case or project status details and ensure they are happy to close the complaint, then advise the customer that they will receive a standard confirmation email. Once closure is agreed, the handler will send a Complaint Closure confirmation email and keep the Complaint open until the end of the day. If there is no further contact from the customer during this time the Complaint will be closed by the handler.

Not agreed closure

If the customer refuses to close the complaint or is unhappy with the way the complaint has been dealt with, then the complaint handler and/or the complaint handler’s manager should speak to the customer and/or the customer’s manager to resolve this further, with the aim of achieving an amicable solution.

Additional Complaint guidelines

Third Parties

If the complaint is against a third party which we do not represent to the client, then the customer should contact the third party and follow their complaints process.

Clients

If the complaint is against the client or something the client is responsible for then the customer should be advised to seek advice internally and any related complaints should be closed.

SLAs and Reporting

All complaints are exempt from contractual SLA, unless otherwise documented in the contract with the client, and will be resolved under best endeavors, however, complaint handlers should aim to resolve and closed complaints within 3 months. If not then they must be escalated and reviewed constantly until they are closed.

4. Consent

By consenting to this privacy notice you are giving us permission to process your personal data specifically for the purposes identified.

Consent is required for Waymark IT to process both types of personal data, but it must be explicitly given. Where we are asking you for sensitive personal data we will always tell you why and how the information will be used.

You may withdraw consent or ask us about the data we store at any time by contacting us via the email address above or phone number given on our website.

5. Disclosure

Waymark IT will not pass on your personal data to third parties without first obtaining your consent or through the lawful, legitimate processing of your data in connection with the services we provide to you.

The following third parties may receive your personal data for the following purpose(s) as part of the processing activities. More detail about the specific parties and the data they receive can be requested from Waymark IT using the contact details above.

• Mobile network operators who give access to their radio and data network.
• Financial institutions and banks to process payments.
• Internet service providers who provide access to data networks.
• Infrastructure partner who provide data location facilities.

6. Retention period

Waymark IT will process personal data for as long as we are contracted to provide services to you and will store any personal data for up to 12 months thereafter. We will keep limited personal data about you for legislative and regulatory needs for as long as required for our legislative requirements.

7. Right To Complain

In the event that you wish to make a complaint about how your personal data is being processed by Waymark IT (or third parties as described in 3.5 above), or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and Waymark IT’s directors.