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Data we collect if you make a complaint or do a survey
- Name
- Address
- Date of birth
- To understand what you think is important and to help us learn, improve and tailor our services
- Where customers aren’t satisfied with our services and make formal complaints, we need this information to see what went wrong and where. If appropriate we might then alter or change these services
- Within the business - survey information will be anonymised. Complaint information will be shared with those actively engaged in managing the complaint.
- Partners and Stakeholders -
- MPs where a constituent has approached them asking that they act on their behalf
- Housemark (anonymised data for benchmarking services)
- Internal Auditors
- Customers (anonymised data from surveys including publication on our websites).
- Understand how different customers feel about our services to better tailor the services that we provide
- Performance monitoring to ensure our strategic objectives and our regulatory obligations, particularly relating to customer consultation, are being met
- We will not use the data for anything other than its intended purpose
- We do not pass on data or share it beyond its intended audience.
We like to hear your views to help us to improve our services, so we may contact you about completing surveys for market research purposes. You always have the choice about whether to take part in these surveys.
Personal data we collect
We collect a range of personal information from anyone involved in satisfaction surveys or those wishing to make a complaint. In the case of complaints we also ask our customers specific questions about the service that they received, what it is that they are unhappy with and what outcome they expect as a result of making a complaint.
The data we collect includes:
Why do we collect this information?
Who might you share this information with?
Information may be shared within the business. Anonymised data, where no personal identities are available, may also be shared with external partners and stakeholders (e.g. anonymised data about staff turnover, absence and customer satisfaction) for specific purposes only.
How we might also use the data
We might also use this information to:
We like to hear your views to help us to improve our services, so we may contact you about completing surveys for market research purposes. You always have the choice about whether to take part in these surveys.
Personal data we collect
We collect a range of personal information from anyone involved in satisfaction surveys or those wishing to make a complaint. In the case of complaints we also ask our customers specific questions about the service that they received, what it is that they are unhappy with and what outcome they expect as a result of making a complaint.
The data we collect includes:
- Name
- Address
- Date of birth
Why do we collect this information?
- To understand what you think is important and to help us learn, improve and tailor our services
- Where customers aren’t satisfied with our services and make formal complaints, we need this information to see what went wrong and where. If appropriate we might then alter or change these services
Who might you share this information with?
Information may be shared within the business. Anonymised data, where no personal identities are available, may also be shared with external partners and stakeholders (e.g. anonymised data about staff turnover, absence and customer satisfaction) for specific purposes only.
- Within the business - survey information will be anonymised. Complaint information will be shared with those actively engaged in managing the complaint.
- Partners and Stakeholders -
- MPs where a constituent has approached them asking that they act on their behalf
- Housemark (anonymised data for benchmarking services)
- Internal Auditors
- Customers (anonymised data from surveys including publication on our websites).
How we might also use the data
We might also use this information to:
- Understand how different customers feel about our services to better tailor the services that we provide
- Performance monitoring to ensure our strategic objectives and our regulatory obligations, particularly relating to customer consultation, are being met
- We will not use the data for anything other than its intended purpose
- We do not pass on data or share it beyond its intended audience.