Privacy Policy

We are committed to protecting and respecting your privacy. This privacy notice explains when and why we collect personal information, how we use it, the conditions under which we share it with other people and how we keep it secure.

This privacy notice applies to visitors to our website and individuals who contact us by telephone, e-mail, or other electronic means as well as visitors to our Personal Contract Leasing (PCL) website, including individuals who have logged into our website and created accounts to quote or order PCL products and services from us.

 

1.0 Who we are

We are Tuskerdirect Limited (known as Tusker), a company registered in England & Wales (company number 03864648) whose registered office is at Building 4 Hatters Lane, Croxley Green Business Park, Watford, Hertfordshire, United Kingdom, WD18 8YF.
We are a data controller for the purposes of the Data Protection Act 2018 (DPA) and the General Data Protection Regulation (GDPR).

2.0 How to contact us

If you have any questions about this privacy notice or our data protection policies generally, please contact us:
By post: Data Protection Officer, Building 4 Hatters Lane, Croxley Green Business Park, Watford, Hertfordshire, United Kingdom, WD18 8YF
By email: compliance@tuskerdirect.com
By phone: 0333 400 3696

3.0 Visitors to the website

3.1. What information do we collect and process?
When you visit our website (as hosted via any domain name registered in our name), we use third party services to automatically collect information about your computer, including your IP address, information about your visit, your browsing history, and how you use our website.If you receive an e-mail from us and you either click on a link in such e-mail or download any pictures contained in such e-mail, we can track information about your subsequent visit to our website and link this to your e-mail address.We use cookies within our website. You can read more about how we use cookies in our separate Cookies Policy.If you contact us via our website, please see the “People who contact us” section below.

3.2. How is your information used?
We use your information collected automatically from our website to improve the customer experience and functionality of our website. We use analytics platforms, including Google Analytics, a service which transmits website traffic data to Google servers in the United States. Google Analytics does not identify individual users or associate your IP address with any other data held by Google. We use reports provided by Google Analytics to help us understand website traffic and webpage usage. Any data collected will only be used in accordance with our own privacy policy and Google’s Privacy Policy. Should you not wish for your website visits to be recorded by Google Analytics, you are able to opt-out with the addition of a browser add-on: https://tools.google.com/dlpage/gaoptout/Where information collected includes contact details, we may also use this information to send you communications of products or services that may be of interest to you. Please see the “Marketing” section below for further details of our direct marketing policy.

3.3. Who has access to your information?
Our Marketing team have access to analytics platforms and tools that collect and process website visitor information. We may share statistical or aggregated data with our group companies and relevant third parties such as companies which undertake market research on our behalf.

3.4. Lawful processing
When we process your personal data for the purposes of improving our website, we do so on the basis of our legitimate interests in maintaining a relevant and functioning website and improving customer experience.We only use personal data obtained from our website to contact you if we feel we have a legitimate interest in informing you of the products and services we offer.

3.5. How long do we retain your data?
We retain personal data collected automatically from our website for as long as it is valid, accurate and up to date or until such time that you choose to unsubscribe. Where we hold Personal Data for the fulfilment of a contract we will hold this for a period of seven years from the termination of the contract.

 

4.0 People who contact us by phone, e-mail, LiveChat or other mean

4.1. What information do we collect and process?

  • Telephone – When you call us, we will collect your name and telephone number, and where relevant, we may collect other details including other contact details and information relating to any contract for products or services relating to you. All telephone calls are recorded.E-mail – We will collect your name, e-mail address and the contents of your message and any attachments.  If you click on a link to our website contained in an e-mail from us or if you download any pictures embedded in an e-mail from us, we collect information about any subsequent visit to our website, which will be linked to your e-mail address. Please see the “Visitors to our website” section above for further information.
  • Live Chat – We will collect your name, email address and a transcript of the Live Chat conversation.
  • Other social media – If you contact us via Facebook, LinkedIn, or other social media, we will collect your name and/or online avatar and any other personal information that you make available to us on these platforms.
  • Business Contacts – You are considered a business contact if you are a sole trader, trustee, partner in a partnership, owner, director, officer, or employee of a corporate entity. We may use or receive personal data about you as a business contact (in particular name, business or work contact details including business email address, details about who the individual works for, the individual’s role in any such organisation and the individual’s credentials) to communicate and market to you, when you correspond with us or provide us with your business card etc.

We may also receive personal data about you from various third parties and public sources such as:

  • from your business or from third party references or from professional advisors.
  • from publicly available sources such as Companies House or your business’s website.

4.2. How is your information used?

We may use any information obtained by phone, e-mail, Live Chat or other social media to handle customer and other enquiries. We may monitor e-mails and other electronic messages for security reasons. We use e-mail monitoring or blocking software (spam filters).

We may also use any information obtained by phone, e-mail, Live Chat or other social media to:

  • Help identify our staff’s training needs and improve staff performance;
  • Establish the facts in the event of a complaint either by a customer or a member of staff, and so assist in resolving it;
  • Send product related material through the post;
  • Assist in quality control to identify issues in processes and procedures; or
  • Ensure customer assurance and security.

Personal data relating to business contacts is used to manage our business relationships with professional advisors, regulatory authorities, public authorities, law enforcement agencies and others, which will include investigating complaints and defending our legal rights.

4.3 Who has access to your information?

Our staff have access to any personal data collected by phone, e-mail, Live Chat and social media via our in-house customer management systems, so they can provide support and guidance and respond to customer queries.

We use a third-party provider to supply and support our phone system and our Live Chat facility. We do not permit this provider to access or process your data except in accordance with our instructions.

We use social media (including Facebook and LinkedIn) in accordance with their terms and conditions, and subject to their respective privacy policies.

We will share information relating to business contacts with your business or organisation, our professional advisors and any applicable regulatory authorities, public authorities, or law enforcement agencies or any other third party as may be required in the course of our relationship with you.

4.4 Lawful Processing

When we process your personal data in connection with telephone calls, Live Chat sessions, e-mails, or social media, we do so on the basis of our legitimate interests in discussing our products and services with you, in creating and retaining records of such communications for training purposes and for evidentiary purposes or to respond to customer queries.

Where you are a recipient of our products and services (either directly or via your employer), we process your personal data arising from telephone calls, Live Chat sessions, e-mails, or social media on the basis of performance of a contract relating to you where such communications are relevant to such a contract.

When we process personal data in your capacity as a business contact, we do so on the basis that it is necessary for our legitimate interests to perform a contract with your organisation or business, to manage third party relationships, to run our business efficiently and profitably, to enhance, modify and improve our services and products, and to pursue our commercial objectives where this does not override your rights and freedoms as a data subject.

5.0 Marketing

We would like to send you information about products and services we offer which may be of interest to you, as well as other information which may be relevant to you such as special offers or promotions.

5.1 Marketing communications

If you have provided us with business contact details (see section 4.1 for definition of business contact), we will send you marketing information by post, telephone, e-mail, text or other electronic instant messages where it is in our legitimate interests in pursuing sales leads to do so (provided that you have not opted out of such communications and provided that it constitutes fair processing of your personal data to do so).

If you have provided us with personal contact details, we will only send you marketing e-mails or texts or other electronic instant messages where you have specifically consented to receive such communications. We may also provide you with marketing information by post or by telephone where it is in our legitimate interests to do so in pursuing sales leads or for discussing renewals or informing you of an event we are holding at your place of work (provided that you have not opted out of such communications and provided that it constitutes fair processing of your personal data to do so).

You may also provide contact details and other personal data when you voluntarily participate in a competition, special offer, promotion, or survey or where you provide feedback on our products and services. You are not required to participate in any such promotions etc. or to provide feedback and this will not affect any of our services which we may provide to you.  We will only use this data for the purposes of marketing our products and services to you if you have explicitly consented to this as part of providing your contact details, providing a link to this Privacy Policy.

5.2 Marketing preferences

You can opt out of any marketing communications by:

  • clicking on the “unsubscribe” links in any marketing e-mails;
  • emailing us at customerservices@tuskerdirect.com;
  • calling us on 0333 400 2020; or
  • if you have signed up to receiving marketing from us by text, replying STOP to the last message you received from us.

Where you are a registered user of our website, you can set your marketing preferences within the registered user area of our website, including opting in and out of any particular type of marketing communication.

  • If you have consented to receive marketing, you may opt out at a later date.

5.3 Who has access to your information?

Our marketing staff have access to any personal data obtained for marketing purposes.  We will not sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.

We may also use the services of third-party marketing companies and platforms, including;

  • Customer surveys and feedback
  • Product and service reviews
  • Analytics platforms
  • SMS services
  • Emailing services
  • Marketing printing and postal services

5.4 Lawful processing

When we process your business contact data for marketing purposes, we do so on the basis of our legitimate interests in pursuing sales leads to inform you of the services and products that we offer.

When we process your personal contact data for marketing purposes, we do so on the basis of your consent or in limited circumstances on the basis of our legitimate interests in pursuing sales leads or for discussing renewals.

 

6.0 Retention of data generally

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

We will usually retain your personal data for 7 years following the expiry of all contracts with us relating to you unless we are obliged to retain your personal data for a longer period as a result of an overriding legal obligation.

Personal data contained within a cookie is retained for as long as it is valid, accurate and up to date or until such time that you choose to unsubscribe.

When we anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes we may use this information indefinitely without further notice to you.

In some circumstances you can ask us to delete your data: see your right to request erasure below for further information.

 

7.0 How you can access and update your information

The accuracy of your information is important to us.

You can contact us requesting an update to your information by email: customerservices@tuskerdirect.com or by telephone: 0333 400 2020.

You also have the right to ask for a copy of the personal information and data we hold about you.  It would be helpful if any such request indicates what information you are seeking and any time periods.  All requests for access to personal data should either be sent by email to: compliance@tuskerdirect.com or by post to: Data Protection Officer, Tuskerdirect Limited, 4 Hatters Lane, Croxley Green Business Park, Watford, Herts.  WD18 8YF or by telephone: 0333 400 2020

 

8.0 How secure is your information?

The secure protection of your information is extremely important to us, and we have implemented advanced controls and measures to remove risks to your information and protect against loss, misuse, or unauthorised access.   Any personal information is protected with 256-Bit encryption. When you are on a secure page, a padlock icon will appear near the URL, showing that your connection with the Tusker website is secure and encrypted.

Tusker is certified to ISO27001:2013, which demonstrates we have an industry gold-standard security management system, which has been put in place to help safeguard and protect your information.  We are also fully accredited members of the Direct Marketing Association (DMA) and subscribe to their Code of Practice.

Our website may contain links to other third-party websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not part of this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

 

9.0 Data transfers

We do not transfer any personal data outside of the European Economic Area (EEA).

 

10.0 Data protection complaints

All complaints regarding our handling of personal information will be logged and actioned by us and treated seriously.  Any complaints of this nature should be made to the Data Protection Officer at compliance@tuskerdirect.com or in writing to Data Protection Officer, Tuskerdirect Limited, 4 Hatters Lane, Croxley Green Business Park, Watford, Herts, WD18 8YF.

You also have the right to lodge a complaint with a supervisory authority, which is the Information Commissioner’s Office (ICO) for the UK, about how we are processing your personal data.

 

11.0 Your rights

Your personal data is protected by legal rights, which include your rights to:

11.1  object to our processing of your personal data;

11.2 request that your personal data is erased or corrected;

11.3 request that any automatic decision-making or profiling is reviewed;

11.4 request access to your personal data;

11.5 request the transfer of your personal data to you or a third party; or

11.6 the right to withdraw consent at any time where processing is based on your consent, without affecting the lawfulness of any such processing prior to withdrawal of consent.

If you want to exercise any of these rights, please contact us using the details above.

 

12.0 Children

Our website is not intended for children, and we do not knowingly collect data relating to children.

 

13.0 What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

 

14.0 Time to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

 

15.0 Changes to this Policy

We reserve the right to change the policy at any time, so please check back regularly to keep informed of updates to this Policy.

 

 

Last Updated: 09/01/2024