Resolve complaints policy.
Resolve Complaints Policy
1. Policy Statement
Resolve would like issues / complaints to be raised at the earliest opportunity so that an investigation and remedial action can be undertaken to minimise impact and ensure small issues do not escalate unnecessarily.
All issues/ complaints will be recorded in order to identify any trends or root cause that may require structural and procedural changes
Our objective is to resolve all complaints as quickly and effectively as circumstances allow while always adopting an open honest approach that focuses on providing solutions rather than apportioning blame.
2. How to report an issue.
Telephone 0161 260 0281 – Jacky Ellison, Head of Learning & Development
In writing to Jacky Ellison head of Learning & Development Resolve Ltd, Kennedy House, 31 Stamford Street, Altrincham WA14 1ES
3. For matters considered minor
- Explore with you (usually by phone/e-mail) the nature of the issue.
- Investigate the facts surrounding the issue and report back to you in writing within 48 hours, unless otherwise agreed
- Where an error by Resolve is identified, this will be honestly accepted and acknowledged. Proposals for a resolution will be provided
- If you are not happy with the steps taken to resolve this issue, the appeals procedures is as follows:
5. For matters considered major
- A senior team member will wish to discuss the matter with you by telephone and dependent upon timescales and the seriousness of the matter, may arrange a meeting with you to explore the nature of the issue
- The facts surrounding the issue will be investigated and a report in writing will be prepared within 10 working days, unless otherwise agreed
- Where an error by Resolve is identified, this will be honestly accepted and acknowledged
- In all cases, proposals for a resolution will be provided
- If you are not happy with the steps taken to resolve this issue, the appeals procedures is as follows:
6. Escalation Procedure
Where your initial contact within Resolve feels the issue raised is beyond their remit they will escalate the issue to the next level of management.
In instances where you are dissatisfied with the resolution provided by the initial contact, you may request the involvement of the next level management.
Data Controller means the person or organisation who determines the purposes for which and the manner in which any personal data is processed. We, Resolve-ASB are the Data Controller.
What information do we collect about you and how?
We collect personal data about you from your business email address and business contacts. This includes, but is not limited to, your name, telephone number and business address.
We collect information about you in order to provide and improve member or customer services offer. We do this when you register with us as a new member or customer, place an order for any goods and/or services we provide, use our website, fill in any of the forms on our website i.e. contact us page, asking or responding to an enquiry on the member's forum, asking or responding to questions or signing up for an event, filling in a survey, giving feedback, or completing an entry for an award.
Our legal bases for handling this data are therefore to enable us to perform a contract with you and in addition, processing the data is necessary for the purposes of our legitimate interests in ensuring you receive the products and services you have asked to receive from us. Where your organisation may have a membership with us, you may provide us with your consent to us collecting your personal data.
We may also keep the information contained in any correspondence you may have with us by telephone, post, email or other communication.
Website usage information is collected using cookies.
Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is then used to track visitor use of the website and to create statistical reports on website activity. For further information visit [insert what is applicable eg. www.aboutcookies.org or www.allaboutcookies.org. ]
You can set your browser not to accept cookies but this may cause problems with the functionality of any on-line ordering/booking as a result.
How will we use the information about you and why?
We will only use your personal information to provide you with our member or customer services as follows:
- Register you as a new member or customer ;
- Suggest and recommend any goods and services that we provide. This includes training, conferences and free regional seminars
- Circulate our quarterly magazine and bulletins
- Any comments made on our forum will be visible to all other Resolve ASB members for their information. Ending your membership does not automatically remove this listing. You do have the right to be forgotten so if you wish to delete any comment that you have made on the forum, you can do this yourself or request that Resolve ASB do this on your behalf.
- Manage our relationship with you e.g. by updating records if required, notifying you of any policy changes, asking for information etc.;
- Monitor your use of our website to best inform the services we offer to you;
- Book you onto any of our events, including but not limited to regional seminars, training and our annual conference;
- Gather information from you in the form of surveys or email requests;
- Process any nominations you make for our annual awards.
Our work for you may require us to pass your information to members within our group.
We may also pass your information to our third-party service providers, agents, subcontractors and professional advisers that provide a service to us or act as our agents, on the understanding they keep the information confidential. These include, but are not limited to, any third parties that process information on our behalf (e.g. internet service and platform providers), payment processing providers and our professional advisers.
In those instances, we will only provide the personal information necessary to deliver our services and we require those third parties to keep secure your personal data so that they may not use it for their own direct marketing purposes.
We will share your information when there is a legal/regulatory duty to do so or if the law allows us to do so.
In all the above instances, we will only provide the personal information necessary to deliver our goods and services to you and we require those third parties to keep secure your personal data so that they may not use it for their own direct marketing purposes. We will not sell or rent your personal data to third parties, nor will we share your information for marketing purposes with any third parties.
Any information that you choose to give us will not be used for marketing purposes by us. We will hold your personal data only for the purposes of providing to you our goods and services you have requested from us.
Access to your information, correction and deletion- your rights
We shall respond promptly to any such request and in any event, within one month from the point of receiving the request and all necessary information from you. In certain circumstances, we may make a small charge for this service. Our formal response will include details of the personal data we hold about you, including the following:
- Sources from which we acquired the information;
- The purposes for processing; and
- The persons or entities with whom we are sharing the information.
You also have the right to receive your personal data in a structured, commonly used and machine-readable format and have the right to ask us to transmit it to another controller if technically possible.
You have the right to seek a restriction of the processing of your personal data in certain circumstances. Further, you have the right to lodge an objection if you feel that one of the grounds relating to your particular situation apply. When you exercise your right to object, we must stop any processing unless we can show compelling legitimate grounds for the processing, which override your interest, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.
How long will we hold your data for?
Our need to use your personal information will be reassessed on a regular basis and we will dispose of personal data which we no longer require.
Transferring your information outside of Europe
We currently do not transfer your personal data outside the EEA. If in the future we transfer your personal data, in accordance with the terms of this Policy outside of the EEA, we will make sure that the party receiving the data agrees to provide the same or similar protection that we do and that the information they receive is used only in accordance with our instructions.
If you use our services while you are outside the EEA, your information may be transferred outside the EU to give you with those services.
If you feel that your personal data has been processed in a way that does not comply with the GDPR, you have a specific right to lodge a complaint with the relevant supervisory authority. The supervisory authority will then inform you of the progress and outcome of your complaint. The supervisory authority in the UK is the Information Commissioner’s Office.
How to contact us
- Or write to us at Resolve-ASB, Kennedy House, 31 Stamford Street, Altrincham, WA14 1ES
Resolve Data Protection Policy
Everyone has rights with regard to the way in which their personal data is handled. During the course of our activities, we will collect, store and process personal data about our staff, customers, suppliers and other third parties, and we recognise that the correct and lawful treatment of this data will maintain confidence in the organisation and will provide for successful business operations.
Data users are obliged to comply with this policy when processing personal data on our behalf. Any breach of this policy may result in disciplinary action.
About this policy
The types of personal data that we may be required to handle include information about current, past and prospective staff, [suppliers], [customers], [OTHER] and others that we communicate with. The personal data, which may be held on paper or on a computer or other media, is subject to certain legal safeguards specified in the General Data Protection Regulation (GDPR) and other regulations.
This policy and any other documents referred to in it sets out the basis on which we will process any personal data we collect from data subjects, or that is provided to us by data subjects or other sources.
This policy does not form part of any employee's contract of employment and may be amended at any time.
This policy sets out rules on data protection and the legal conditions that must be satisfied when we obtain, handle, process, transfer and store personal data.
Definition of data protection terms
- Data is information which is stored electronically, on a computer, or in certain paper-based filing systems.
- Data subjects for the purpose of this policy include all living individuals about whom we hold personal data. A data subject need not be a UK national or resident. All data subjects have legal rights in relation to their personal information.
- Personal data means data relating to a living individual who can be identified from that data (or from that data and other information in our possession). Personal data can be factual (for example, a name, address or date of birth) or it can be an opinion about that person, their actions and behaviour.
- Data controllers are the people who or organisations which determine the purposes for which, and the manner in which, any personal data is processed. They are responsible for establishing practices and policies in line with the GDPR. We are the data controller of all personal data used in our business for our own commercial purposes.
- Data users are those of our employees whose work involves processing personal data. Data users must protect the data they handle in accordance with this data protection policy and any applicable data security procedures at all times.
- Data processors include any person or organisation that is not a data user that processes personal data on our behalf and on our instructions. Employees of data controllers are excluded from this definition but it could include suppliers which handle personal data on our behalf.
- Processing is any activity that involves the use of the data. It includes obtaining, recording or holding the data, or carrying out any operation or set of operations on the data including organising, amending, retrieving, using, disclosing, erasing or destroying it. Processing also includes transferring personal data to third parties.
- Sensitive personal data means information about a person's racial or ethnic origin, political opinions, religious or similar beliefs, trade union membership, physical or mental health or condition or sexual life, or about the commission of, or proceedings for, any offence committed or alleged to have been committed by that person, the disposal of such proceedings or the sentence of any court in such proceedings, genetic data and biometric data where processed to uniquely identify a person (for example a photo in an electronic passport). Sensitive personal data can only be processed under strict conditions, including a condition requiring the express permission of the person concerned.
Data protection principles
Anyone processing personal data must comply with the principles of data protection. These provide that personal data must be:
- Processed lawfully, fairly and in a transparent manner in relation to individuals.
- Collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes (further processing for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes shall not be considered to be incompatible with the initial purposes).
- Adequate, relevant and limited to what is necessary for relation to the purposes for which they are processed (Data Minimisation).
- Accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data that are inaccurate, having regard to the purpose for which they are processed, are erased or rectified without delay.
- Kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data are processed; personal data may be stored for longer periods insofar as the personal data will be processed solely for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes subject to implementation of the appropriate technical and organisational measures required by the GDPR in order to safeguard the rights and freedoms of individuals.
- processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures.
The data controller is responsible for and must be able to demonstrate compliance with these principles.
Fair and lawful processing
The GDPR is not intended to prevent the processing of personal data, but to ensure that it is done fairly and without adversely affecting the rights of the data subject.
For personal data to be processed lawfully, they must be processed on the basis of one of the legal grounds set out in the GDPR. These include, among other things, the data subject's consent to the processing, or that the processing is necessary for the performance of a contract with the data subject, for the compliance with a legal obligation to which the data controller is subject, or for the legitimate interest of the data controller or the party to whom the data is disclosed. When sensitive personal data is being processed, additional conditions must be met. When processing personal data as data controllers in the course of our business, we will ensure that those requirements are met.
SPECIFIED, EXPLICIT AND LEGITIMATE PURPOSES
In the course of our business, we may collect and process the personal data set out in the Schedule. This may include data we receive directly from a data subject (for example, by completing forms or by corresponding with us by mail, phone, email or otherwise) and data we receive from other sources (including, for example, business partners, sub-contractors in technical, payment and delivery services, credit reference agencies and others).
We will only process personal data for the specific purposes set out in the Schedule or for any other purposes specifically permitted by the GDPR. We will notify those purposes to the data subject when we first collect the data or as soon as possible thereafter.
Notifying data subjects
If we collect personal data directly from data subjects, we will inform them about their rights under the GDPR including:
- The purpose or purposes for which we intend to process that personal data and the legal basis for the processing.
- The types of third parties, if any, with which we will share or to which we will disclose that personal data.
- The means, if any, with which data subjects can limit our use and disclosure of their personal data including the right to object to processing.
- The right of subject access.
- The right to be forgotten.
- The right to withdraw consent, where processing is based on consent.
- The right to rectification if data is inaccurate or incomplete.
- Rights related to automated decision making and profiling.
If we receive personal data about a data subject from other sources, we will provide the data subject with this information as soon as possible thereafter.
We will also inform data subjects whose personal data we process that we are the data controller with regard to that data.
We will only collect personal data to the extent that it is required for the specific purpose notified to the data subject.
We will ensure that the personal data we hold is accurate and kept up to date. We will check the accuracy of any personal data at the point of collection and at regular intervals afterwards. We will take all reasonable steps to destroy or amend inaccurate or out-of-date data.
We will not keep personal data longer than is necessary for the purpose or purposes for which they were collected. We will take all reasonable steps to destroy, or erase from our systems, all data which is no longer required.
Processing in line with data subject's rights
We will process all personal data in line with data subjects' rights, in particular, their right to:
- Request access to any data held about them by a data controller (see also clause 15).
- Object to processing, including in particular to prevent the processing of their data for direct marketing purposes.
- Ask to have inaccurate data amended (see also clause 9).
- Request the deletion or removal of personal data where there is no compelling reason for its continued processing.
- Prevent processing that is likely to cause damage or distress to themselves or anyone else.
- Obtain and reuse their personal data for their own purposes (where that right applies)
We will take appropriate security measures against unlawful or unauthorised processing of personal data, and against the accidental loss of, or damage to, personal data. If there is a data security breach which will result in a risk to the data subject we will report that breach to the regulator without undue delay and, where feasible, within 72 hours of becoming aware of the breach.
We will put in place procedures and technologies to maintain the security of all personal data from the point of collection to the point of destruction. Personal data will only be transferred to a data processor if he agrees to comply with those procedures and policies, or if he puts in place adequate measures himself.
We will maintain data security by protecting the confidentiality, integrity and availability of the personal data, defined as follows:
- Confidentiality means that only people who are authorised to use the data can access it.
- Integrity means that personal data should be accurate and suitable for the purpose for which it is processed.
- Availability means that authorised users should be able to access the data if they need it for authorised purposes. Personal data should therefore be stored on our central computer system instead of individual PCs.
Security procedures include:
- Entry controls. Any stranger seen in entry-controlled areas should be reported.
- Secure lockable desks and cupboards. Desks and cupboards should be kept locked if they hold confidential information of any kind. (Personal information is always considered confidential.)
- Methods of disposal. Paper documents should be shredded. Digital storage devices should be physically destroyed when they are no longer required.
- Equipment. Data users must ensure that individual monitors do not show confidential information to passers-by and that they log off from their PC when it is left unattended.
Transferring personal data to a country outside the EEA
We will only transfer any personal data we hold to a country outside the European Economic Area ("EEA") where the conditions of transfer provided for in the GDPR apply.It is our usual practice not to transfer data out of the EEA.
Disclosure and sharing of personal information
We may share personal data we hold with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.
We may also disclose personal data we hold to third parties:
- In the event that we sell or buy any business or assets, in which case we may disclose personal data we hold to the prospective seller or buyer of such business or assets.
- If we or substantially all of our assets are acquired by a third party, in which case personal data we hold will be one of the transferred assets.
If we are under a duty to disclose or share a data subject's personal data in order to comply with any legal obligation, or in order to enforce or apply any contract with the data subject or other agreements; or to protect our rights, property, or safety of our employees, customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
We may also share personal data we hold with selected third parties for the purposes set out in the Schedule.
Dealing with subject access requests
Data subjects must make a formal request for information we hold about them. This must be made in writing. Employees who receive a written request should forward it to their line manager immediately.
When receiving telephone enquiries, we will only disclose personal data we hold on our systems if the following conditions are met:
- We will check the caller's identity to make sure that information is only given to a person who is entitled to it.
- We will suggest that the caller put their request in writing if we are not sure about the caller’s identity and where their identity cannot be checked.
Our employees will refer a request to their line manager for assistance in difficult situations. Employees should not be bullied into disclosing personal information.
Changes to this policy
We reserve the right to change this policy at any time. Where appropriate, we will notify data subjects of those changes by mail or email.
Events & Training - Bookings, Payments, Fees & Cancellations Terms & Conditions
Our booking & payment terms & conditions are as follows:
Booking - Provisional bookings will reserve places on courses subject to availability, however, as soon as a person or organisation confirms the booking on any RESOLVE course it will secure the delegates enrolment on that course and take precedence over any provisional booking.
Payment - At the time of booking, the delegate or organisation will incur the liability for the full course fees and an invoice will be issued. It is for the person or organisation making any booking in advance of this, to supply RESOLVE with any required ‘purchase order number’ and/or notify RESOLVE of requirements in relation to addressing our invoice. RESOLVE will address our invoice to the person making the booking unless specifically told otherwise and the issue of an electronic invoice will be deemed as satisfactory compliance with a statutory requirement to make payment. Payment terms are: that payment is required within 30 days of issue of the invoice, failure to make payment within this period will result in the addition of statutory late payment charges in accordance with the ‘Late payments of Commercial Debts Act 1998’.
Our cancellation terms and conditions are as follows:
Cancellations must be in writing (email) and will be acknowledged by RESOLVE
We will charge the full fee in relation to late-notice cancellations or any non-attendance of which we are notified (or not as the case may be) within a 10 calendar day period of the training event, irrespective of the reason. A substitute may be sent in place of the original delegate.
We will give a 50% refund of the training fee for any cancellation during a period of more than 10 calendar days and less than 30 calendar days.
In relation to any cancellations or alterations with more than 30 calendar days’ notice, we will offer a full refund of the training fee.
We reserve the right to cancel/postpone the training with a minimum of one weeks’ notice if we do not reach the expected attendance numbers and in this case we will offer a refund or a credit to be used for future events.
Conference Booking Terms & Conditions
Limitation of Liability
Resolve Antisocial Behaviour (Resolve ASB) accepts no responsibility for an accident, injury or loss suffered whilst attending this event unless it is directly due to negligence on our part.
Delegates are responsible for their own possessions and property. Resolve Antisocial Behaviour (Resolve ASB) accepts no responsibility for any loss incurred whilst using material used or information obtained at the event.
Invoicing and Payment
Please do not send any payments with your booking, once we have confirmed your booking we will issue an invoice. Our payment terms are 30 days from the date of the invoice. Payment to be made by either BACs or Cheque. We are unable to accept credit or debit cards payments.
If you downgrade your booking from a full delegate to any other package after the 21st February 2020 you will be charged the original booking fee and no refund will be paid. Purchase orders or authorising person’s name must be provided at the time of booking. Failure to provide this information will not invalidate our payment terms.
If you have booked multiple places and do not know the name of the delegates, we will need to have the names 10 days before the event. If we do not receive the names we cannot guarantee that their names will be included on the delegate list or delegate badges.
Cancellation of the Event
Should Resolve ASB have to cancel the event, we will return any payment received in advance. We will not refund any other costs you may incur as a result of the event being cancelled.
Resolve Antisocial Behaviour (Resolve ASB) will not be liable for reimbursing delegate fees if delegates are unable to attend the event due to circumstances beyond Resolve Antisocial Behaviour (Resolve ASB) control including, but not limited to weather conditions, fire, flood, transport strikes, closures or delays or any other National Security or Act of God.
The copyright of all materials relating to the conference rest with Resolve ASB or the speaker and workshop leaders.
Data Protection Act 2003
In making this booking your contact details will be stored on our database.