Policies

Cookie Policy

On the Crown Pavilions website, cookies record information about your online preferences and allow us to tailor our website to your interests. We do not use them to collect personal information about you.

A cookie is a small amount of data, which often includes an anonymous unique identifier that is sent to your computer, tablet or mobile phone and is stored on your device’s hard drive. Cookies are used to record specific, non-identifiable information about you and your actions online. Any website can send its own cookie to your browser if your browser’s preferences allow it, but, to protect your privacy, your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to you by other sites. You can change your cookie settings at any time and have the ability to allow all cookies, or receive a notification of when one is issues, or to block cookies all together.

Information supplied by cookies can help us to understand the profile of our visitors and help us to provide you with a better user experience. However if you wish to block cookies you should refer to the guidance provided by your own device.

Provided by Microsoft Inc., these cookies is used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. See Microsoft’s Privacy Statement for more information.1P_JAR, APISID, Google uses these cookies, based on recent searches and interactions, to customise and display more targeted ads on Google websites. Read the full Google Analytics privacy policy here.IDEThis cookie is used by Google DoubleClick to register and report the website user’s actions after viewing or clicking one of the advertiser’s ads with the purpose of measuring the efficiency of an ad and to present targeted ads to the user. Click here for more information.player We use Vimeo to embed videos onto our website. These cookies are used by Vimeo to collect analytics tracking information. Click for more information.

How to delete cookies
If you continue without changing your settings, we will assume that you are happy to receive all cookies on the Crown Pavilions website.  However, you still have the ability to delete cookies from Crown Pavilions .  How to do this vary on the browser you are using, but you can find instructions on some of the main ones used below:
Chrome click here
Firefox click here
Internet Explorer click here
Safari click here

Contacting Crown Pavilions about this cookie policy
For a more comprehensive guide on cookies and their use, please visit www.allaboutcookies.org. If you have any concerns about the way that we use cookies or respect your settings, please contact our Customer Services Team on 01491 612820 or write to Crown Pavilions Ltd, Unit 6b, Lys Mill, Watlington, Oxon OX49 5EQ

Privacy Policy

Who we are and how to contact us

We are Crown Pavilions Limited (referred to in this document as ‘Crown Pavilions’, ‘we’ or ‘us’).

We are committed to doing the right thing when it comes to how we collect, use and protect your personal data; in this notice we explain how we handle your personal data. Please read this privacy policy carefully to understand how our views and practices affect your rights regarding your personal data. Our Data Protection Officer can be contacted at DPO@crownpavilions.com, and is referred to throughout this document as the DPO.

Alternatively, you can write to us at Crown Pavilions Ltd, Unit 6b, Lys Mill, Watlington, Oxon OX49 5EQ

Should you have any issues, concerns or problems in relation to your data, or wish to notify us of data which is inaccurate, please let us know by contacting us. In the event that you are not satisfied with our processing of your personal data, you have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time. The ICO’s contact details are available here: https://ico.org.uk/make-a-complaint/.

Changes to this privacy notice

We will update this privacy statement when necessary. When we post changes to this statement, we will revise the “last updated” date at the top of the statement and highlight what has changed. If there are any changes as to how Crown Pavilions use will use your personal data, we will notify you by directly sending you a notification. We encourage you to periodically review this privacy statement to learn how Crown Pavilions is protecting your information.

The legal bases that we rely on
Data Protection law sets out a number of different reasons why a company can collect and process your personal data. The bases that we use as a company are:

Contractual obligations
Where we have a contract with you, we will use your personal data to fulfil the contract, for example we collect your address details in order to measure and fit the products that you wish to buy from us.

Legal compliance
In some cases the law requires us to collect and pass on your data, for example we pass on details of people involved in fraud or other criminal activity affecting us to law enforcement.

Legitimate interest
In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example we will use your purchase history to send you direct marketing information about products and services that are available and we believe are of interest you.

Consent
In certain situations, we will have obtained consent to contact you about our products, services and promotions and we will contact you only according to the consent you have provided

How and why we use personal data
We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you. We then use this to offer you promotions, products and services that are most likely to interest you.

The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service. If you wish to change how we use your data, you’ll find details in the ‘What are your rights?’ section below.

If you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for.
If we intend to use your personal data for any purposes not set out below, we will notify you beforehand.

– To confirm your appointment date and time
In order to pursue our legitimate interests to allow you to book appointments, we will contact you with to confirm your appointment details. This may be via email, SMS or telephone.

– To provide you with the goods and services which you have ordered from us
We need your personal data to comply with our contractual obligations so that we can manage your customer account and provide you with the goods and services you want to buy, including sending any relevant and necessary documentation and communications regarding the product or service and help you with any orders and refunds you may ask for. Sometimes we may need to share your details with a third party who is providing a service (such as delivery couriers or a fitter visiting your home). We do this to be able to fulfil our contract with you.

– To allow you to pay for the goods and services that you have received
In order pursue our legitimate interests we may need to contact you to take payment or pass your details onto third parties for debt collection purposes.

– Manage and improve our day-to-day operations
To improve your customer experience, we use cookies and similar technologies on our Website as part of our legitimate interests. For information concerning your choices when it comes to cookies, and how you can control your online behavioural advertising preferences please visit our Cookie Policy.

We have a legitimate interest to improve our product range and ensure that it is tailored to our customers’ needs. We do this by carrying out market research relating to our product range and internal research and development and may need to process your personal data to do so.

As a business we have a legitimate interest to ensure that you can safely use our services. To do this we will use your personal data to detect and prevent fraud and other crimes. If we discover or suspect criminal activity through this monitoring, we may pass your personal information to law enforcement to help protect individuals from criminal activities.

– Personalise your shopping experience
To enhance your use of our services, and provide you with a personalised shopping experience, we will use your online browsing behaviour as well as previous purchases to help us better understand you as a customer and provide you with personalised offers and services as part of our legitimate interests.

We want to provide you with marketing communications, including online advertising, that are relevant to your interests as part of our legitimate interests. To achieve this we measure your responses to marketing communications relating to products and services we offer, which also means we can offer you products and services that better meet your needs as a customer. You can change your marketing choices at any time, for details of how to do this see the ‘your rights’ section below. For information concerning your choices when it comes to cookies, and how you can control your online behavioural advertising preferences please visit our Cookie Policy.

Cookies can be blocked by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

– Contact and interact with you
We want to serve you better as a customer so we use personal data to provide clarification or assistance in response to communications you have sent to use, including social media posts that you have directed at us as part of our legitimate interests to interact with our customers and improve their experience.

We carry out market research to exercise our legitimate interests to improve our Services and may invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by us and by other organisations on our behalf. However, if we contact you about this, you do not have to take part in the activities. This will not affect your ability to use our Services.

If, via a third party, you consent to us contacting you, we will make you aware of services, offers and promotions which we think may be of interest to you. We may do this by contacting you by email, telephone or SMS.

– To administer any promotions or competitions that you choose to take part in
If you choose to take part in a promotion or competition, including those we run with our suppliers and Retail Partners, we need to process your personal data with your consent so that we can manage the promotions or competitions.

– Understand and improve service levels
In order to pursue our legitimate interests as a company, we want to improve the service that we provide to our customers and understand the cause of any issues that might have arisen during the order process.

To do this we may process your personal data to monitor the status and outcome of your order and to generate a range of internal analysis aimed at identifying any areas of improvement.

– To comply with our legal obligations
In some cases, we will need to process your personal data to comply with our legal obligations. For example, before we can discuss personal data we will need to verify the identity of the individual we are talking to.

To send you communications required by law, or which are needed to inform you about changes to products or services that have been provided to you. For example, updates to this Privacy notice, product recall notices or information we are legally required to communicate to you regarding your order. These messages will not include any marketing content.
To comply with any legal obligations to share data with law enforcement, for example if a court order is submitted to us requiring that we share your personal data.

When we collect personal data, and what data we collect
This section lets you know under what circumstances we may collect personal information from you, and what personal data we may collect.

When you contact us to request a brochure, order samples or book an appointment, you may provide us with:

  • Your personal contact details, including your name, postal address, email address and telephone number

When you purchase products from us, you may provide us with:

  • Your personal contact details, including your name, postal address, email address and telephone number
  • Information about your purchase, for example what you have bought, when you bought it, what the installation address is and financial information relating to how you paid for it

When you browse our websites we may collect:

  • Information gathered by the use of cookies in your web browser. Learn more about how we use cookies at our Cookie Policy.
  • Information about the device you have used to access the Website (including the make, model and operating system, IP address, browser type and mobile device identifiers)
  • Your IP address is unique identifier used to identify the computer or device that you are using to access the internet.
  • Information about your online browsing behaviour on our Website, including which site you came from and products that you are interested in, and information about when you click on one of our adverts, including those shown on other organisations’ websites.

When we contact you we may collect:

  • Details of the emails and other digital communications we send to you that you open, including any links in them that you click on
  • Copies of documents you provide to prove your age or identity where the law requires this. (including your passport and driver’s licence). This may include details of your full name, address, date of birth and facial image. If you provide a passport, the data will also include your place of birth, gender and nationality.

When you contact us (including via social media) we may collect:

  • Personal data you provide about yourself any time you contact us about our Services (for example, your name, social media username and contact details), including by phone, email or post or when you speak with us through social media
  • Details of your interactions with us through contact centres, exhibitions, in store or with our Advisors. For example we may collect notes of conversations with you, details of any complaints or comments you have made and copies of emails that you have sent us.

When you take part in any promotions or competitions of ours, or chose to complete any surveys we send you

  • Your feedback and contributions to customer surveys and questionnaires
  • Details of the promotion, including your responses and any prizes won.

When you comment on or review our products and services online

  • Your comments and product reviews if posted online.

It is important that personal data we hold about you is accurate and up to date. Please keep us informed if your personal data changes during your relationship with us. Our contact details can be found at the end of this privacy notice or at the ‘Contact Us’ tab of our website.

How we protect your data
We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by employees in the performance of their duties.
We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.
Where we engage with third parties to process personal data on our behalf, we do so, on the basis of written instructions. They are under a duty of confidentiality and are obliged to implement appropriate technical and organisational measures to ensure the security of data.

How long we keep your data for
We will not keep your personal data for longer than is necessary for the purpose or purposes that it was initially collected. At the end of that retention period, your data will either be securely deleted or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
Some examples of retention periods are below:

When you call our contact centre we may record the conversation, if we do this will be held for a maximum of 12 months unless the call is required for the resolution of an ongoing dispute.
If you place an order with us we have to retain the details of the order, including your personal data, for 12 years to comply with our legal and contractual obligations. If the order included a warranty which was for a longer period than this, and you have registered that warranty with us, we will keep details of the warranty period and any associated personal data for the duration of the warranty period.

Who we share your personal data with
We will share your personal information with third parties set out below. The purposes are set out in the ‘How and why we use personal data?’ section above.
Partners and Service providers

We apply the following policy when we share your personal information with external organisations

  • We provide only the information they need to perform their specific services.
  • They may only use your data for the exact purposes we specify in our contract with them.
  • We work closely with them to ensure that your privacy is respected and protected at all times.
  • If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

We work with carefully selected Service Providers that carry out certain functions on our behalf. These include, for example, companies that help us with technology services, storing and combining data, processing payments and delivering orders. We only share personal data that enable our Service Providers to provide their services.

Some of the Service Providers we work with operate online media channels, and they place relevant online advertising for our products and services, as well as those of our suppliers and our Retail Partners, on those online media channels on our behalf. For example, you may see an advert for our products and services as you use a particular social media site or watch television through your pay TV account.

In addition to our use of service providers, we may also disclose your personal data to our suppliers or subcontractors in order to provide you with the Services you have requested from us.
We may disclose your personal data on the basis of our legitimate interests to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

Financial transactions relating to our website and services are handled by our payment services providers. We share your information with them in so that we can process your payments, and deal with complaints and queries relating to these payments and/or refunds.
See Appendix 1 for more information.

Other organisations
We may share personal data with other organisations not included in the list in the previous section in the following circumstances:

  • if the law or a public authority says we must share the personal data;
  • if we need to share personal data in order to establish, exercise or defend our legal rights (this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk);
  • to an organisation we sell or transfer (or enter into negotiations to sell or transfer) any of our businesses or any of our rights or obligations under any agreement we may have with you to. If the transfer or sale goes ahead, the organisation receiving your personal data can use your personal data in the same way as us; or
  • to any other successors in title to our business.

Additionally, we will disclose your personal information to the relevant third party:

  • In the event that we sell or buy any business or assets, in which case we will disclose your personal data to the prospective seller or buyer of such business or assets;
  • If we are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets; or
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of our customers, our regulator, or others. [This includes exchanging information with other companies and organisations for the purposes of fraud protection and prevention of money laundering and credit risk reduction].

International transfers of your personal data
At Crown Pavilions we take your safety and security very seriously and we are committed to protecting your personal and financial information. All information kept by us is stored on our secure servers.

We do not transfer your data outside the European Economic Area (“EEA”). If in future we do need to transfer your data outside the EEA, we will only do so if adequate protection measures are in place in compliance with data protection legislation.

What are your rights?
Under General Data protection Regulation (GDPR) you have a number of rights. Some of these are complex and not all of the details have been included in our summaries below. Please read the relevant guidance from the Information Commissioner’s Office on their website at https://ico.org.uk/your-data-matters/. for a full explanation of these rights.

You have the right:

  1. To ask us not to process your personal data for marketing purposes. We will inform you if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes;
  2. To ask us not to process your personal data where it is processed on the basis of legitimate interests provided that there are no compelling reasons for that processing;
  3. To request from us access to personal information held about you;
  4. To ask for the information we hold about you to be rectified if it is inaccurate or incomplete;
  5. To ask for data to be erased provided that the personal data is no longer necessary for the purposes for which it was collected, you withdraw consent (if the legal basis for processing is consent), you exercise your right to object, set out below, and there are no overriding legitimate ground for processing, the data is unlawfully processed, the data needs to be erased to comply with a legal obligation or the data is children’s data and was collected in relation to an offer of information society services;
  6. To ask for the processing of that information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or you exercise your right to object (pending verification of whether there are legitimate grounds for processing);
  7. Where use of your personal data is based on consent, you can withdraw that consent at any time.

If you wish access to a copy of your personal data held by us, please click here. If you wish us to erase your personal data from our files please click here. If you wish to no longer be marketed to please see the next section.

For all other enquiries about your rights please email our DPO at DPO@crownpavilions.com

How to stop the use of your personal data for direct marketing
You can stop direct marketing from us in a number of ways:

  • Click the ‘unsubscribe’ link included in all emails we send you. We will then stop any further emails from that particular division.
  • Telephone the Customer Services on 01491 612820 or email marketingpreferences@crownpavilions.com to opt out of receiving telephone, post, SMS or direct mail.
  • Write to us at Marketing Preferences, Crown Pavilions Ltd, Unit 6b, Lys Mill, Watlington, Oxon OX49 5EQ Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

Appendix 1 – List of Data Processors
We may share your personal data with the following categories of service providers:

  • Advertising agencies
  • App developers
  • Courier services
  • Data Analytics companies
  • Government bodies
  • HMRC and the courts
  • Crown Pavilions Sales Agents,
  • Advisors, Surveyors and Installers
  • Insurance providers
  • IT consultants
  • IT service providers
  • Legal Advisors
  • Online review providers
  • Payment providers
  • Postal services
  • Supplier
  • Tracing and tracking agents

If you are referring to an offline version of this document this list may have changed. Please refer to the version available on our website for an up to date list.

Appendix 2 – Subject Access Request
Under GDPR you have the right of access to your Personal Data held by us so that you are aware of and can verify the lawfulness of our processing activities.
In some cases we may be entitled to refuse to respond, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office, see https://ico.org.uk/for-the-public/raising-concerns/ for details of how to do so.

Timeframe for response
We will provide you with the information requested within one month of receipt of all information relevant to your request. To avoid any delays in processing your request, please ensure that you have provided all of the information requested below.
In the case of numerous or excessive requests we may take up to a further two months to provide this information, in which case we will inform you of this fact, and the reason that the extension is necessary.

Costs
There is no charge to you unless your request is manifestly unfounded or excessive, in which case we are entitled to charge you an administrative fee based on the cost of providing the information to you. If we consider this to be the case we will inform you of this fact and wait for your agreement before proceeding.
Identity verification
Before we provide you with this information we have a duty to verify that you are the person who this request relates to. In order to do this we need you to provide proof of identity, this can be in the form of:

  • Passport
  • Driving Licence
  • Utility Bill
  • Council Tax Bill

This information will be stored securely and held for a maximum of 10 years.
Please note that you cannot request copies of personal information which related to another person, including calls made by somebody else.
Please provide a copy of this form and proof of identity to: DPO@crownpavilions.com or post to
Data Protection Officer, Crown Pavilions Limited, Unit 6b, Lys Mill, Watlington, Oxon OX49 5EQ

Appendix 3 – Right to Erasure
Under GDPR you have the right to have your personal data held by us to be erased under certain circumstances, this is known as the right to be forgotten.
In some cases we may be entitled to refuse your request, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office, see https://ico.org.uk/for-the-public/raising-concerns/ for details of how to do so.

When does this apply?
You have to right to be forgotten if:

  • Your personal data is no longer required for the purpose that we collected it for
  • You are withdrawing your consent to consent based processing
  • We are sending you direct marketing information and you no longer wish to receive this information
  • We have told you that we are processing your information under legitimate interests, you object to this processing and we do not have an overriding legitimate interest to continue
  • We have processed your data unlawfully
  • You do not have the right to erasure if we are processing your personal data on the basis of contractual or legal obligations, or if we require the information for the establishment, exercise or defence of a legal claim.

Timeframe for response
We will provide you with the information requested within one month of receipt of all information relevant to your request. To avoid any delays in processing your request, please ensure that you have provided all of the information requested below.
In the case of numerous or excessive requests we may take up to a further two months to provide this information, in which case we will inform you of this fact, and the reason that the extension is necessary.

Costs
There is no charge to you unless your request is manifestly unfounded or excessive, in which case we are entitled to charge you an administrative fee based on the cost of providing the information to you. If we consider this to be the case we will inform you of this fact and wait for your agreement before proceeding.
Identity verification
Before we provide you with this information we have a duty to verify that you are the person who this request relates to. In order to do this we need you to provide proof of identity, this can be in the form of:

  • Passport
  • Driving Licence
  • Utility Bill
  • Council Tax Bill

This information will be stored securely and held for a maximum of 10 years.
Please note that you cannot request copies of personal information which related to another person, including calls made by somebody else.
Please provide a copy of this form and proof of identity to DPO@crownpavilions.com  or alternatively you can write to us at:
Data Protection Officer, Crown Pavilions Limited, Unit 6b, Lys Mill, Watlington, Oxon OX49 5EQ

Payment terms & cancellation policy

Introduction:
The company is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from CEO down. We have a Complaints 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.
Summary:
We want to resolve your complaints as soon as possible. Please call our customer service and we’ll do our best to fix any problems you may be having with our service, as soon as possible.
Our Responsibilities:
-To provide an efficient, fair and structured mechanism for handling complaints.-To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.-To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.-Quarterly to review our complaints so that we can improve our standard of customer service.

Handling Your Complaint:
Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.-We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.-Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days.– Complex complaints may take longer than 30 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. Where you have requested us to do so, we will advise you in writing.-We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old.-Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.
Step One:
If you have a complaint regarding any aspect of your account or dealings with The company, we urge you to telephone our Customer Service in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.If you prefer to put your complaint in writing, we will respond to your letter and will confirm any details in writing if you request us to do so.You can also make a complaint by using contact us on our website, or please ask us if there is any other method you would like to use to send a complaint to us.

Step Two:
Complaints made to the company are overseen by our customer service management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

Step Three:
When your complaint is resolved, we will confirm this with you within 10 business days.

OTHER
For trade practices issues, you may lodge a complaint to:
The Office of Fair Trading;-The Local Trading Standards Office;– You may also obtain legal advice from your solicitor as an alternative avenue for resolution.

Payment Terms & Cancellation Policy

We ask for a 12% deposit to secure your order. Once we are in receipt of your deposit we begin ordering materials and making preparations with immediate effect regardless of the installation date. The deposit is therefore non-refundable. Stage payments thereafter vary depending on what product or service you choose (please check the T&Cs specific to your order).

Vulnerable Customers Policy

We appreciate that sometimes our customers may be vulnerable as a result of a physical or mental health condition suffered by themselves or a family member, age, illiteracy, or if their first language is not English.

We are committed to ensuring that all of our customers are treated fairly and we meet all of their needs to the best of our ability.

This means that we may have to treat vulnerable customers according to their individual circumstances. In order to do so we have employed staff with experience of sales and customer service and given them the necessary training to enable them to identify the signs of vulnerability and how to proceed with that customer.

We ensure that our staff have the necessary training, knowledge, understanding and support in order to be able to identify the potential signs of a vulnerable customer in their dealings with them, and then tailor their approach accordingly.

Vulnerability is an extremely subjective area, however our staff are constantly on the lookout for potential signs, such as, a lack of understanding, communication issues and unusual or erratic behaviour.

The vast majority of our communication with customers is face to face and, in some instances, over the phone, which does however make it easier for our staff to be able to identify both short term causes of vulnerability, such as short-term illnesses or a bereavement, as well as long-term causes, such as mental illness or a disability.

If a member of staff believes that a customer could potentially be vulnerable then they will ask non-intrusive questions in order to understand the customer’s circumstances, allowing them to identify if the customer is in fact vulnerable and how our approach will need to be tailored for that customer.

Any information gathered will be processed in line with GDPR and the Data Protection Act 2018. Where necessary, explicit consent will be obtained from a customer to enable us to process the details of their vulnerability accordingly. Customers will also be fully informed of how we will process this information.

We will always:

  • Ask for a customer’s explicit consent in order to record, store or process the details of their vulnerability, where it is necessary and appropriate to do so
  • Clearly explain to the customer why we need to record, store or process the details of their vulnerability
  • Clearly explain to the customer who the details of their vulnerability will be shared with

Typically, we would only look to process the details of a customer’s vulnerability where we may need to tailor our approach during our communications with them, or when we are entering their home for the purposes of a sales consultation or installation. We would therefore only share the details of the vulnerability with the relevant staff and representatives.
We ensure that all of our customers do not make a purchase with us or enter in to a credit agreement with one of our lender partners without fully understanding what they are entering in to.

If we believe that the customer is not fully aware of what they are entering in to then we will:

  • Not continue with the sale of any products or services.
  • Not continue with any application for credit to fund a purchase.
  • Ask if a friend or family member is available to assist the customer, or we will arrange a follow-up appointment when a friend or family member is available.
  • Provide the customer with all relevant information in a clear, fair and not misleading manner, allowing them to make an informed decision.
  • Not refuse to deal with an individual due to their vulnerability. Instead we will work with them to ensure they are treated fairly.
  • Not label different demographics or individuals as vulnerable without understanding their situation. We accept that no two people are the same and each individual should be handled on a case by case basis.

Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:
– Make it easy for you to tell us what went wrong
– Give your complaint the attention it deserves
– Resolve your complaint fairly and without delay
– Make sure you are satisfied with how your complaint was handled

How and where to complain
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:
– In person: Crown Pavilions Limited Unit 6b, Lys Mill, Watlington, Oxfordshire OX49 5EQ
– In writing: write to us at the address above, please address your letter to The Complaints Manager
– By Telephone: 01491 612 820
– By email: customerservice@crownpavilions.com

How long will it take?
We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:
– Why we have not resolved your complaint
– Who is dealing with your complaint
– When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we cannot reach agreement with you
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

  • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision

OR

  • Issue our final decision letter which will explain our final position

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk