Counter Productions Limited – Privacy Information

At Counter Productions Limited, we pride ourselves on the quality of our worktops and solid surfaces, and delivering to the highest standards. We apply these same standards to our approach to securing your personal data. This privacy policy sets out how we collect and use information about our trade and personal customers.

Information that we collect

We collect information about you in a variety of different situations to enable us to provide our services to you, or your customer.

Information about our trade contacts: if you contact us by phone or email to enquire about the supply of our solid surfaces as a trade customer, we will ask for details of your business; telephone and email contacts; your business address, VAT and other payment details. We may ask for details of the specific individual placing an order, as well as other key individuals within the business.

Information about the domestic customer: in order to place an order, we will require as a minimum details about the location where the order is to be installed; details of the dimensions and specification of the order; and contact details including name, telephone number of email of the purchaser. Information about our customers will usually be supplied to us by our trade contact, and we rely on them to provide us with accurate information.

Contacting us Directly: if you contact us to place an order directly with us, and not through your kitchen or bathroom fitter, we will ask for your name, address, telephone and email contact details; and the address of the property where the surface is required as well as details of the specifications for your order. We will take payment details from you at the same time.

If you contact us via our website, we collect some limited contact information to enable us to call or email you back to respond to your enquiry or enable you to place a new order.

If you provide us with a customer testimony, we will only use this online or in our materials with your permission.

How we use your information

We use the information provided to process an order for a solid surface; including pricing up a quotation, visiting the premises in which the order is to be delivered to measure up and create the necessary templates and to install the completed order.

We use payment details to process the agreed payment and to recover any sums due to us.

We will use the contact information to liaise with the consumer or trade customer as appropriate to book a templating visit, keep them informed of progress of the order, deliver and install the order and to manage any warranty issues.

We retain information on all orders for up to 10 years following installation to enable us to manage any performance or warranty issues with our work surfaces. Information on the customer, and installation address may be shared with the original product manufacturer to support the warranty.

The new data processing laws require us to have a lawful legal bases for collecting and using personal data.

We will process information so that we can enter into, and perform our contract to supply the solid surface to you or your customer
We will process information to comply with legal obligations, for tax and accountancy purposes, and to deal with product issues, and to protect or enforce our legal rights
We will also process information where we have a legitimate business interest to monitor performance, provide training or assessment of installations for quality control or to manage a warranty issue, or to enable us to liaise with our trade customers or business suppliers to deliver a particular project.

How long do we keep your information

We will generally hold information about each solid surface for the duration of the warranty period – this includes details of the customer for whom the order was placed; whether it was placed via a trade partner or directly by the consumer; contact details for the customer, and details of the location where the surface was installed.

We generally only hold payment information for a period of 3 months after the payment has been processed; although a full record of the payment itself will be retained for up to 6 years.

If you make an enquiry but do not place an order, we will only keep your details for a limited period of up to 12 months.

Keeping in Touch

We may contact you during an installation project to arrange for templating or installation, and we will hold on to customer information for the duration of the warranty, in case we need to contact you about an issue with your installed product.

We do not send direct marketing to our consumer customers, or provide details of other products unless you have specifically contacted us, and asked us to do so.

We do not generally send marketing or promotional materials to our trade contacts, unless we are responding to a specific request for information. We do not pass on your details to third parties, except to the original manufacturer, who may ask for information to support a warranty claim.

Sharing your information

At Counter Production, we support most of our business activities internally. Our computer systems and services include some cloud-based storage of your data, which is handled securely.

Our fitters are trained in-house, although occasionally we may employ a third party to template or fit a specific work surface on our behalf, and will share your data with them to enable this activity.

We will share some information with the surface manufacturers where required to support a specific installation or production issue within the scope of the warranty.

We do not sell data to third parties for marketing purposes.

We may sell or provide our data if we are bought by another business, as part of the assets of Counter Productions, to enable continued support for active or installed projects.

We may share personal information about our trade customers with credit reference agencies to verify your identity; assess your financial position when considering requests for commercial credit terms or as part of any fraud-prevention activities. This is to protect our legitimate business interests.

Your rights

Under the data protection laws you have a number of rights, and we will comply with our obligations in law to enable you to exercise these rights where appropriate. Your legal rights include:

The right to ask to see the personal data we hold about you;
The right to ask us to correct, amend or delete information about you in certain circumstances;
The right to ask us to stop using your information for certain purposes, and where you have consented to us using your information you may have the right to withdraw that consent by contacting us.

We value our personal commitment to all our clients, and we do not make decisions about you in an entirely automated way.

If you are unhappy with the way that we are using your information, or to exercise your rights, please contact us at Counter Production Ltd, Red Kite Works, Cuxham Road, Watlington, OX49 5LU. You can also complain to the Information Commissioner who oversees data protection law – their website is at www.ico.org.uk/concerns

Changes to our policy

We may make changes to our privacy policy from time to time, which will be posted online.

Cookies

Our website does not use cookies to collect information about visitors, but other websites, including those of our trade partners or suppliers may do so. Please check those websites for relevant cookie information and privacy policies.

Contact Us

If you have any questions about how we use information, or the terms of this policy, please contact us at sales@counterproduction.co.uk.