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Privacy Statement


This statement covers the services provided by The European Consumer Centre for Services.
The Data Controller for this website is the Department for Business, Energy and Industrial Strategy (BEIS).

The European Consumer Centre for Services is a telephone, online and e mail consumer information service, which launched December 2009, and will operate throughout Great Britain (England, Scotland, Wales and Northern Ireland) and the EU
The European Consumer Centre for Services website is hosted by the Chartered Trading Standards Institute (CTSI). The purpose of this statement is to provide you with information on:

  • What information we collect from you when you visit this site
  • How we protect your privacy
  • How we use this information
  • When we might disclose information to parties outside The European Consumer Centre for Services
  • What you can do if you wish to see all the information we hold about you
  • Links to other sites from the European Consumer Centre for Services website
  • Changes to the Privacy Policy

What information we collect from you when you visit this site

We collect personal information from those visitors to www.ukecc-services.net  who email us with consumer enquiries, with comments and complaints about the European Consumer Centre for Services, and with feedback on the site. Information collected may include personal details such as names and addresses, email addresses and details of individual queries. In addition, we collect information on the usage of the site itself.


Please note that you are not required to provide your personal details to use the European Consumer Centre for Services, though if you choose not to this may affect the way we handle your query or complaint.


How we protect your privacy


Any personal information you provide will be held securely by the European Consumer centre for Services in accordance with the Data Protection Act 1998. This Act protects your personal information and ensures that:

We only hold and process your information for purposes that we make clear to you in advance,
We keep your information only for as long as we need to carry out these purposes,
We will put in place appropriate measures that ensure your information is held and processed securely and confidentially.


How we use the information

Consumer Enquiries
If you email the European Consumer Centre for Services with a consumer enquiry we will use the information you have provided to advise you on your rights as a consumer, on how to avoid consumer problems and how to address any problems you may have encountered. We may need to pass information you have provided to a partner organisation to address a problem you have encountered; we will hold details of your enquiry or complaint for six years.

Comments and complaints about the European Consumer Centre for Services. If you have a comment on the service you have received - good or bad - we will use the information you provide to help us maintain and enhance our service to all our customers. We will hold details of your comments for six years

If you have a complaint about the European Consumer Centre for Services itself, we will use the information you provide to investigate your complaint. If your original enquiry or complaint was passed on to a partner organisation, we may also need to pass details of your complaint to them to help them investigate your complaint further. We will hold details of your complaint for six years.


Feedback
We welcome your feedback. If you provide feedback on the European Consumer Centre for Services website through our on-line form we will only use this information to develop and improve the site. We may hold details of your feedback for up to one year.


Cookies and Visitor Statistics
Cookies are short files that a website can store on your computer when you visit the website. www.ukecc-services.net  uses cookies to gather statistics on visitors' use of the site. We will use this information to make improvements to the layout of the site and to the information in it, based on the way that visitors enter, move around and leave the site.


When we might disclose information to parties outside the European Consumer Centre for Services.

The European Consumer Centre for Services works with a wide range of partner organisations who monitor trading activities, help individuals to avoid consumer problems and/or resolve consumer problems they have encountered. We provide data on queries received to bodies which enforce consumer and other legislation, and may provide your personal details to these organisations as part of this data.

This disclosure will take place in order that partner organisations can monitor trading practices, act to address a problem on your behalf, or so that they can identify problem traders and new scams. Any information about you that we pass to a partner will be held securely by that party, in accordance with the Data Protection Act 1998, and used only to provide the services highlighted above.

Please note that you are not required to provide your personal details to use the European Consumer Centre for Services, though if you choose not to this may affect the way we handle your query or complaint.

The European Consumer Centre for Services may also use the data collected to produce statistical reports and information, which may be shared with partner organisations. Information on complaints will also be collated, and The European Consumer Centre for Services may use the combined data internally, or share it with any of the partner organisations listed above. We will not include your personal details in this combined data.

The team that runs the UK European Consumer Centre also run the European Consumer Centre for Services  (http://www.ukecc-services.net/) also known as 'ECCS' and the Online Dispute Resolution (ODR) helpline (https://www.odrcontactpoint.uk/). If you contact either one of these services, your case may be referred to the organisation (UK ECC, ECCS, ODR) that is best suited to assist you - without prior notification to you. This is to ensure that your case is handled by the correct body and you receive a response from the correct body. It is also intended to speed up response times. 


What you can do if you wish to see all the information we hold about you

You have a right to request a copy of your personal details at any time to check the accuracy of the information held by The European Consumer Centre for Services. If you wish to do this, please write (explaining that your interest is in personal data maintained by to the Department for Business, Energy and Industrial Strategy (BEIS)


Data Protection Officer
Department for Business, Energy and Industrial Strategy

1 Victoria Street

London SW1H 0ET


Links to other sites from the European Consumer Centre in Services website

Our website contains links to other websites, mainly those of other Government departments, but also to those of our partners and other organisations. This privacy policy applies only to our website. The European Consumer Centre for Services is not responsible for the privacy practices within any of these other sites. You should always be aware of this when you leave the www.ukecc-services.net  site and we encourage you to read the privacy statement on any other website which collects personal information.


Changes to this privacy policy

When this privacy policy changes, we will place an updated version on this page. Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties.

You should always check the privacy policy before using the site, even if you have visited it in the past. This ensures that you will be aware of any changes. Changes to our privacy policy do not affect information we already hold about you.


September 2016

Funded by BIS

The European Consumer Centre for Services is hosted by the Trading Standards Institute and funded by the Department for Business Innovation and Skills.