Summary

The company is dedicated to providing excellent customer service and maintaining a healthy and professional customer relationship at all levels. We have a Complaint Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

We want to resolve your complaint as soon as possible and would encourage you in the first instance to call us so that we can attempt to resolve your issue in minimal time.  If you would prefer to put your complaint in writing you may do so by emailing us at [email protected] or sending to our address at Fairway House, Links Business Park, St Mellons, Cardiff, CF3 0LT.

Our Responsibilities

To provide an efficient, fair and structured mechanism for handling complaints;

To keep our customers informed as to the progress of their complaint and the expected time frame
for resolution.

Handling your complaint

Upon receiving a complaint, we will acknowledge your issue via telephone or in writing within 2 business days;

Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 14 calendar days;

Complex complaints may take longer than 14 calendar days to resolve. In these cases we will regularly update you on the progress and likely timeframe for resolution;

We will advise you of the outcome of your complaint and where you have requested us to do so we will advise you in writing.

Summary

Pinnacle understands that its use of your information requires your trust. Pinnacle are committed to the highest standards of data privacy and will only use your information for clearly described purposes and in accordance with your data protection rights

What we do

We provide managed services related to document management including but not limited to the provision of printing, scanning and faxing equipment, it hardware and a range of services related to the maintenance of such equipment.

Controllers & Responsibilities

Pinnacle and its subsidiaries are responsible for and is the data controller of your personal information that it receives through the company websites and additional sources.

Changes

We may modify or update this privacy policy from time to time.

If we change this privacy policy, we will notify you of the changes. where changes to this privacy policy will have a fundamental impact on the nature of the processing or otherwise have a substantial impact on you, we will give you sufficient advance notice so that you have the opportunity to exercise any rights you may have under local law (e.g. to object to the processing).

Collection

These are the main ways in which we collect your information:

• if you contact us directly via our websites or via our customer hotlines to request information about our services.
  
  •  if you reply to our direct marketing campaigns (e.g. filling out a response card).
  •  if with your permission, your contact details are transferred from authorised centres or other third parties.
  •  if with your permission, other business partners transfer your personal data to us.
  •  if we acquired your personal data from other sources with your permission.

If you give information on behalf of someone else you must ensure that they have been provided with this privacy policy before doing so.

If you are under 16 please do not provide us with any of your information unless you have the permission of your parent or guardian to do so.

Please help us to keep your information up to date by informing us of any changes to your contact details or preferences. you may change or review your preferences by emailing [email protected]

Personal Information

The following types of personal information about you may be collected:

Contact details

• name
• company name
• address
• phone numbers
• email address

Interests

• information you provide us about your interests.

Website and communication usage

• how you use our website and whether you open or forward our communications, including information collected through cookies and other tracking technologies. you can view our cookie policy here.

Sales and services information

• relating to services, including complaints and claims.

Credit and anti-fraud information

• which establishes your identity, such as driving licences, passports and utility bills
• information about transactions, requests for credit and non-payment of debts with us and third parties and credit ratings from credit reference agencies
• fraud, offences, suspicious transactions, politically exposed person and sanctions lists where your details are included.

Device and service usage

• how you use your device and services offered on the device.

Potential Use

use of personal information under eu data protection laws (also known as gdpr) must be justified under one of a number of legal grounds and we are required to set out the grounds in respect of each use in this policy.

the main uses of your information are:

Customer support & marketing – to respond to enquiries and to bring you news and offers.

pinnacle use your personal data for customer care and for personalised communication concerning our products and service information, where necessary with your consent. for these purposes, pinnacle may transmit this data to authorised companies. 

in order to ensure that you receive relevant and personalised communications, we will use your data to create an individual customer profile and we may share your personal data between pinnacle where relevant. this may include data you have provided, or which is generated by your use of pinnacle products and services, for example contact details, preferences, customer history, and online behaviour.

Sales – to process your sale.

pinnacle will obtain contact details, when you purchase from us.

Quality assurance, research and development – to improve our products and services.

pinnacle may use any of the information that it receives through the provision of services for product and service quality assurance and development purposes. before any such use is undertaken your information will be de-personalised so it cannot be directly linked back to you.

Compliance with legal requests for your information – to comply with our legal obligations to law enforcement, regulators and the court service.

we may be legally required to provide your information to law enforcement agencies, regulators and courts and third party litigants in connection with proceedings or investigations anywhere in the world. where permitted, we will direct any such request to you or notify you before responding unless to do so would prejudice the prevention or detection of a crime.

Legal grounds for processing of your personal information.

the use of your information set out above is permitted under eu data protection law on the basis of these principal legal grounds:

• where you have consented to the use (you will have been presented with a consent form in relation to any such use) but may withdraw your consent at any time by emailing [email protected]
  
• or by writing to us at:
  pinnacle document solutions ltd fairway house,
  links business park,
  st mellons,
  cardiff,
  cf3 0lt
• where necessary to enter into or perform our contract with you
• where we need to use it to comply with our legal obligations
• where we use it to achieve a legitimate interest and our reasons for using it outweigh any prejudice to your data protection rights (our legitimate interests include promoting our business and tailoring news and offers to your profile, research and development of related products and services, assessing your credit-worthiness, detecting fraud and criminal activities)
• where necessary for us to defend, prosecute or make a claim against you, us or a third party

there may be uses that are permitted on the basis of other grounds; where this is the case we will use reasonable endeavours to identify the ground and communicate it you as soon as possible after becoming aware of the new basis.

Transfer to third parties

personal information which we collected may be transferred to third parties on your behalf, only with your consent.

this is only shared in a secure manner, using a consistent security protocol. when we share with other parties we ensure that they only use your personal data for the purpose it was collected and do not allow them to abuse this agreement.

the types of third parties apart from pinnacle and its subsidiaries are:

• marketing agencies who run and manage marketing campaigns on our behalf
• event companies who run and manage sponsored events on our behalf

How do we keep your personal information safe

we use a variety of security measures, including encryption and authentication tools, to help protect and maintain security, integrity and availability of your information.

although data transmission over the internet or website cannot be guaranteed to be secure, we and our business partners work hard to maintain physical, electronic and procedural safeguards to protect your information in accordance with applicable data protection requirements. our main security measures are:

• tightly restricted personal access to your data on a ‘need to know’ basis and for the communicated purpose only
• transferred collected data only in encrypted form • highly confidential data stored only in encrypted form – e.g. credit card information
• firewalled it systems to prohibit unauthorised access e.g. from hackers
• permanently monitored access to it systems to detect and stop misuse of personal data.

if you have a personal password which enables you to access certain parts of our websites or any other portal, app or service we operate, do not forget your responsibility for keeping this password confidential. we ask you not to share your password with anyone.

Data Retention

Pinnacle understands that its use of your information requires your trust. Pinnacle are committed to the highest standards of data privacy and will only use your information for clearly described purposes and in accordance with your data protection rights.

Contact

If you have any questions in relation to our use of your information you should first contact the pinnacle data controller in one of the following ways:

• call our head office on 02920 365222
• or by sending an email to [email protected]

or by writing to us at:
pinnacle document solutions ltd fairway house,
links business park,
st mellons,
cardiff,
cf3 0lt

Under certain conditions you have the right to require us to:

• provide you with further detail on the use we make of your information
• provide you with a copy of your information
• update any inaccuracies in the information we hold about you
• delete any information about you that we no longer have a lawful ground to use
• remove you from any direct marketing lists when you object or withdraw your consent
• provide you with your personal information in a usable electronic format and transmit it to a third party (right to data portability)
• restrict our use of your personal information
• cease carrying out certain processing activities based on the legitimate interests
  ground unless our reasons for undertaking that processing outweigh any prejudice to
  your data protection rights

your exercise of these rights is subject to certain exemptions to safeguard the public interest (e.g. the prevention or detection of crime), our interests (e.g. the maintenance of legal privilege) and the rights of third parties.

if you are dissatisfied with our use of your information or our response to any exercise of these rights you have the right to complain to your data protection authority, this in the uk is the information commissioner’s office (click ico for more information).

Data controller contact details
if you have questions in relation to our use of your personal information or wish to raise a data subject access request you should contact the data controller:
[email protected]

tel: 02920 365222

or by writing to us at:
pinnacle document solutions ltd fairway house,
links business park,
st mellons,
cardiff,
cf3 0lt

About Cookies

Cookies consist of small files, often including unique identifiers, that are sent by web servers to web browsers, and which may then be sent back to the server
each time the browser requests a page from the server.

Cookies can be used by web servers to identity and track users as they navigate different pages on a website and to identify users returning to a website. Cookies may be either “persistent” cookies or “session” cookies.

A persistent cookie consists of a text file sent by a web server to a web browser, which will be stored by the browser and will remain valid until its set expiry date (unless deleted by the user before the expiry date). A session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

Cookies on this site

We use both session cookies and persistent cookies on this website

How we use Cookies

Cookies do not contain any information that personally identifies you, but personal information that we store about you may be linked, by us, to the information stored in and obtained from cookies.

We may use the information we obtain from your use of our cookies for the following purposes:

(1) to recognise your computer when you visit our website;

(2) to track you as you navigate our website, and to enable the use of the some of the features on our website (such as our blogging and commenting system); (3) to improve the website’s usability;

(4) to analyse the use of our website;

(5) in the administration of this website;

(6) to personalise our website for you, including targeting advertisements which may be of particular interest to you.

Third-Party Cookies

When you use our website, you may also be sent third party cookies.

We use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available at: http://www.google.com/privacypolicy.html.

Blocking Cookies

Most browsers allow you to refuse to accept cookies.

Blocking all cookies will, however, have a negative impact upon the usability of many websites. If you block cookies, you will not be able to use many of the features of this website.

Deleting Cookies

Most browsers allow you to refuse to accept cookies.

Blocking all cookies will, however, have a negative impact upon the usability of many websites. If you block cookies, you will not be able to use many of the features of this website.

Introduction​

This statement sets out the Company’s action to understand all potential modern slavery risks related to its business and to put in place steps to ensure that there is no slavery or human trafficking in its own business and its supply chains.

The organisation is absolutely committed to preventing slavery and human trafficking in its corporate activities and to ensuring that its supply chains are also free from slavery and human trafficking.

Organisational structure and supply chains.​

The organisation currently operates it business in the United Kingdom.

The following is the process by which the company assesses whether or not particular activities or countries are high risk in relation to slavery or human trafficking:

• All potential workers undergo a selection process which rigorously checks the Right to Work in UK.
• All payments made are equivalent to or more than the National Minimum Wage (NMW)

Responsibility​

Responsibility for the organisation’s anti-slavery initiative is as follows:

• Policies: HR further creates and manages the implementation of most policies across the business.
• SHEQ & Directors share accountability for assessing the risks.
• Investigations/due diligence: HR & Managers manage the process in line with the relevant policy.
• Training: All managers are briefed in this policy and it is fully adhered to in our recruitment process.

Organisational structure and supply chains.​

The organisation currently operates it business in the United Kingdom.

The following is the process by which the company assesses whether or not particular activities or countries are high risk in relation to slavery or human trafficking:

• All potential workers undergo a selection process which rigorously checks the Right to Work in UK.
• All payments made are equivalent to or more than the National Minimum Wage (NMW)

Relevant policies​

The organisation operates the following policies that describe its approach to the identification of modern slavery risks and steps to be taken to prevent slavery and human trafficking in its operations

• Whistleblowing policy: The organisation encourages all its workers, customers and other business partners to report any concerns related to the direct activities, or the supply chains of, the organisation. This includes any circumstances that may give rise to an enhanced risk of slavery or human trafficking. The organisation’s whistleblowing procedure is designed to make it easy for all workers to make disclosures, without fear of retaliation.
• Employee code of conduct: The organisation’s policies makes clear to employees the actions and behaviour expected of them when representing the organisation. The organisation strives to maintain the highest standards of employee conduct and ethical behaviour when operating and managing its supply chain.
• Supplier Procurement code of conduct: The organisation is committed to ensuring that its suppliers adhere to the highest standards of ethics. Suppliers are required to demonstrate that they provide safe working conditions where necessary, treat workers with dignity and respect, and act ethically and within the law in their use of labour. The organisation works with suppliers to ensure that they meet the standards of the code and where necessary improve their worker’s working conditions. However, serious violations of the organisation’s supplier code of conduct will lead to the termination of the business relationship.
• Recruitment / Agency Workers policy: The organisation uses only specified, reputable employment agencies to source labour and always verifies the practices of any new agency it is using before accepting workers from that agency.

Due diligence​

The organisation undertakes appropriate due diligence when considering taking on new suppliers, and conducts reviews its existing suppliers, when appropriate. In addition, the organisation’s due diligence includes:

• Evaluating the modern slavery and human trafficking risks of each new supplier where relevant
• Conducting relevant supplier audits or assessments which have a degree of focus on slavery and human trafficking where and if general risks are identified;

Training/Line Manager briefing​

The organisation requires it management to be aware of modern slavery. The organisation’s modern slavery briefing covers:

• How to assess the risk of slavery and human trafficking in relation to various aspects of the business, including resources and support available;
• How to identify the signs of slavery and human trafficking;
• What initial steps should be taken if slavery or human trafficking is suspected;
• How to escalate potential slavery or human trafficking issues to the relevant parties within the organisation or how to use the whistleblowing policy
• What steps the organisation should take if suppliers or contractors do not implement anti-slavery policies in high-risk scenarios, including their removal from the organisation’s supply chains.