Privacy Statement

This privacy notice tells you what to expect us to do with your personal information when you make contact with us or use one of our services.

Privacy policy

Our approach to privacy

This is the privacy policy for Welfare Call (LAC) Ltd (hereafter referred to as “Welfare Call”). You can find more information about our company at http://www.welfarecall.com/. Your data will be held by us and this policy sets out how we will look after data that you give us, or learn about you through our relationship with you when you use our platform and services or that we get from other sources.

You can find information below on:

  1. the information we collect and how we get it.
  2. how we use the information we collect.
  3. who we may share your information with and why.
  4. where we may transfer and process your information.
  5. what you need to do if you provide information to us about others.

If you have any questions you can contact our Data Protection Officer at dpo@welfarecall.com.

Key terms relating to information we collect

Account Information

Information about you that you provide to us, or that we obtain in connection with:

  1. a contract for service delivery to a client where they provide your details as an agent for the service we provide as part of the contract
  2. the creation and administration of our record of your details (e.g. your name, username, address, phone number, email address, personal contact information, information when you contact us, and the services you contact us to discuss)
  3. your use of our platform and services (e.g. how you use, access and interact with them)
  4. any permissions, consents or preferences that you give us, including to access your data through third party products
  5. you being our client and information that we obtain from third parties that may be linked to your employer or organisation

System Data

Usage statistics, system logs, performance and security data, records of support requests and aggregated data about how our services are used (e.g. performance counters, access logs, metrics, associated metadata, unique identifiers for devices, technical information about the devices you use, the network, operating system and browser). This may contain limited Account Information where information such as email addresses, user IDs or usernames appear in log records.

Third-party data

Information that you provide about a third-party (e.g. a child you are responsible for or are working with, a business contact, a delegate, an agent for your organisation or for an organisation you have links with or work with).

Website data

  1. Usage statistics, system logs, performance and security data, feedback data and aggregated data about how our Sites are used (e.g. performance counters, access logs, metrics, associated metadata, unique identifiers for devices, technical information about the devices used, the network, operating system and browser).
  2. data identified as malicious (e.g. malware infections, cyberattacks, unsuccessful security incidents, or other threats).


Information we collect from you

We process information about you in a number of ways. We may combine the information that we receive from these various sources with other information that we collect or receive. We set out further below how we use this information.

How we obtain it

  • through your use of the company website or web based services
  • through your use of interactive features of the website (eg forms)
  • through email or other electronic communication methods
  • by telephone
  • by contacting us

Examples of the types of information

  • your name
  • your email address
  • your telephone number
  • your postal address
  • the ip address you used to access our site or services
  • recordings of telephone calls
  • Account Information
  • Content
  • System data


Information we collect through third parties

How we obtain it

  • companies or individuals that introduce you to us, for example if some of your work is for one of our clients they may pass on your details
  • government agencies
  • third party content that includes information about you or your employer or organisation
  • making use of our services
  • filling out forms on our website
  • contacting us
  • publicly accessible records

Examples of the types of information

  • your name
  • your email address
  • your telephone number
  • your postal address (work)
  • the ip address you used to access our site or services
  • account information
  • open data and public records


Information we collect through General use of our services

How we obtain it

  • through clients or clients' agents accessing and using our services or our websites
  • through clients or clients' agents providing us with information

Examples of the types of information

  • account information or information required to create accounts
  • IP address (this may not always be personal to you ‑ e.g. where using shared networks)
  • system data
  • where you are in the world


How we use the data that we collect

We use the Account Information and System Data in each of the following ways.

Relationship management

What we use it for Our reasons Our lawful basis where you are an individual Our lawful basis where you are a business Information type
Manage, track and develop our relationship with you Processing to complete any pre-contract processes that you request. Performance of contract, Legitimate interests Legitimate interests Personal contact information
To ensure that we have a productive relationship where we are able to meet user needs and respond to them both proactively and reactively. Communication with our clients and their agents is core to our business and is essential for the success of our services and the success of the projects our clients use our services for. If we were unable to process personal data for this purpose, our business would cease to function properly and our clients projects would not be able to benefit from the improvements our services enable. Legitimate interests Legitimate interests Personal contact information, website data
To contact you in relation to potential sales opportunities, and to understand you and your employer or organisation better through the use of data that we receive from third party providers. Legitimate interests Legitimate interests Personal contact information, website data
We may use your information to create reports or profiles (both of you and the organisations or third-parties that you provide information about) for marketing and analytics purposes. Legitimate interests Legitimate interests Personal contact information, website data


Delivery of services

What we use it for Our reasons Our lawful basis where you are an individual Our lawful basis where you are a business Information type
Ensure our Sites and services are functioning properly To ensure that we can provide the access to our Sites and services. Legitimate interests Legitimate interests Personal contact information, website data
To provide guidance on using our Sites or other support. Legitimate interests Legitimate interests Personal contact information, website data
Respond to and resolve complaints, queries and requests To respond to your queries, support requests and complaints. To ensure that you are able to use our Sites appropriately. This may involve the recording of calls that you make to our support desks or sales teams for training and monitoring purposes. Legitimate interests Legitimate interests Personal contact information, website data, Third party data
Alert you to issues or updates to our services To ensure that you are presented with relevant information if we change aspects of our services and decide to alert users to those changes. Not applicable Legitimate interests Personal contact information, website data
Service information by electronic means If you use our services we may send, or otherwise display, to you information about the service (e.g. how you use it, how you could do so more efficiently, faults, issues, updates or notices of times when it will not be available). Not applicable Legitimate interests Personal contact information, website data
Training and monitoring To ensure that our staff are delivering our services in line with out policies and procedures and that we are meeting our obligations. Legitimate Interest Legitimate Interest Contact information, voice recording


Delivering on contractual obligation and exercising rights

What we use it for Our reasons Our lawful basis where you are an individual Our lawful basis where you are a business Information type
Make and manage payments made by, or due to, you, your employer or your organisation Processing to achieve this purpose may take place both pre and post contract agreement (e.g. initial service payment and renewals). Performance of contract, Legitimate interests Legitimate interests Personal contact information, website data, Third-party data
Meet and perform our audit obligations We recognise that processing may be required in order for our own compliance purposes (e.g. to ensure that our financial processes are accurate and working properly). Legitimate interests, Legal obligation Legitimate interests, Legal obligation Personal contact information, website data, Third-party data
Recover money owed to us or other companies in our group To ensure that payments are both made and timely. Legitimate interests Legitimate interests Personal contact information, website data, Third-party data
Service information by electronic means If you use our services we may send, or otherwise display, to you information about the service (e.g. how you use it, how you could do so more efficiently, faults, issues, updates or notices of times when it will not be available). Not applicable Legitimate interests Personal contact information, website data
Exercising our rights We may need to process certain information (including personal data) in order to exercise or enforce our rights under this and any other relevant policies. Legitimate interests, Legal obligation Legitimate interests, Legal obligation Personal contact information, website data, Third-party data
Progressing opportunities provided by you through our services If you use our services, once you have provided Third-party data to us, we will use it as part of our ongoing sales and marketting processes. Third-party data is held by us as an independent controller, not a joint controller with you. Not applicable Legitimate interests Personal contact information, website data, Third-party data
Responding to and actioning any request by you in exercising your legal rights in relation to your personal data Processing may be required to provide confirmation of information to you (e.g. if you make a data subject access or data portability request) or in order to action a request that you make (e.g. correction, deletion, erasure or restriction). Legitimate interests, Legal obligation Legitimate interests Personal contact information, website data, Third-party data


What we use it for Our reasons Our lawful basis where you are an individual Our lawful basis where you are a business Information type
Detect and prevent crime To ensure that we and our group can both detect and report criminal activity. Legitimate interests Legitimate interests Personal contact information, website data, Third-party data
Manage risk for us, our group and users To ensure that we and our group can manage legal and regulatory risk and do so in the most appropriate and compliant manner. Legitimate interests, Legal obligation Legitimate interests, Legal obligation Personal contact information, website data, Third-party data
Obey our or our group’s legal obligations To ensure that we and our group can manage legal and regulatory risk and requests in the most appropriate and compliant manner. This may include adapting the way we and our group operates or engages to meet new or future obligations. Legitimate interests, Legal obligation Legitimate interests, Legal obligation Personal contact information, website data, Third-party data
Keep our records accurate and up-to-date Processing to ensure we meet our obligations in respect of data accuracy (this may include acting in response to your notifications). Legitimate interests, Legal obligation Legitimate interests, Legal obligation Personal contact information, website data, Third-party data
Run our and our group’s businesses in an efficient and proper way We use shared systems, activities, suppliers and sub-processors in order to help manage legal and regulatory risk within our group and to operate in a way that ensures quality, consistency and security of service delivery. Legitimate interests Legitimate interests Personal contact information, website data, Third-party data


Innovation and system development

What we use it for Our reasons Our lawful basis where you’re an individual Our lawful basis where you’re a business Information type
Develop new systems, features, functionality and ways to meet user needs We have a legitimate interest to understand how our Sites are used, and to look at areas where user needs could be met either as new functionality, or in improved ways. Legitimate interests Legitimate interests Personal contact information, website data
Study how users are using our Sites We have a legitimate interest to understand how our Sites are used, and how users benefit from the services that we provide to them. Legitimate interests Legitimate interests Personal contact information, website data
Test new products and services We have a legitimate interest in ensuring that prior to being launched, functionality operates in a secure and efficient manner. Legitimate interests Legitimate interests Personal contact information, website data, Third-party data
To create anonymous reports and statistics We have a legitimate interest in understanding trends, activities and market risks, and, where relevant, utilising the anonymous insights that we can gain from our Sites in the provision of both internal and publicly available reports, blogs and other communications. Legitimate interests Legitimate interests Personal contact information, website data, Third-party data


Marketing and promotion

What we use it for Our reasons Our lawful basis where you’re an individual Our lawful basis where you’re a business Information type
To enable your participation in competitions and promotions Where you have elected to take part, we will process your information in order to enable you to participate. Consent N/A Personal contact information, website data
To develop and carry out marketing activities We have a legitimate interest to conduct marketing, promotional and other activities in order to grow our brand, and the awareness of our products and services. We may use information that we source from third-party data providers to contact you where this is permitted by law. We may also use information we collect about the domain of your email address (e.g. about your employer or organisation, it’s sector/industry) or that we can relate back to you (e.g. through cookies) about the products you’re interested in to tailor our communications and make them more relevant to you. Legitimate interests, Consent Legitimate interests Personal contact information, website data

We may use information that we hold about you (or if you are a business, your users) to send information about our and our group companies’ products and services. This may be by email or other electronic means available to us in the future. We may use other information available to us in order to tailor our communications. If you are an individual in most circumstances we will only do this if we have your consent but there may be some situations where we have a legitimate interest in doing so (e.g. where permitted in line with regulatory and industry guidelines in respect of B2B marketing activity).

If you have given your consent, you can withdraw this at any time, or if we are reliant on our legitimate interests for sending you marketing you can object. In either case, just let us know using the details at dpo@welfarecall.com.


If you provide us with information about others

If you provide information to us about another person, or if you send their information or Content using our platform or services, you must make sure you have the right and permission to do so. We’re reliant on this in order to receive and process that information in providing services to you. By providing such information, you confirm that you have them.

Sending information outside the EEA

Wherever possible we choose services that store and process data within the UK.

Should it be necessary to process or store data outside of the UK preference will be given to services that are within the EEA. Where we do so we’ll ensure that any transfer is subject to appropriate safeguards.

Content related to the service we provide: Your Content will be stored and processed on secure servers in the locations agreed in our contract with you. These servers are located in secure, UK owned and operated data centres in the UK or in our secure office locations in the UK. You acknowledge that our platform is a ‘platform-as-a-service solution’. You, your users and recipients may access your Content outside the European Economic Area (e.g. by logging in to your account anywhere in the world). Where this happens, Content may be processed by you or them on the device used wherever that is located. Content may be processed in this way and we’ll facilitate this for the purpose of, and for the lawful reason of, performing our contract with you or a relevant recipient or user.

Content related to our website: Any content you submit through our website will be stored on secure servers in the UK and processed in the UK. Content may be processed for the purpose of, and for the lawful reason of, communication with you or a relevant recipient or user.

Who we may share your information with

Account Information and System Data: To operate our organisation effectively we use shared systems, resources and sub-contractors so Account Information and System Data may be transferred to services operated by these parties. Where we do so we’ll ensure that any transfer is subject to appropriate safeguards.

Content: Your Content may also be processed by our authorised sub-contractors to provide the services to you. Where these are not detailed in a contract existing clients will be notified.

Transfer of Rights: We reserve the right to transfer Account Information, System Data and Content to any organisation that we may transfer our rights or responsibilities to (including in accordance with the terms of our agreement with you), or if we (or a relevant part of us) or our assets are purchased or acquired by a third party.

Applicable law: We reserve the right to disclose Account Information, System Data and Content in order to comply with legal or regulatory obligations, or a binding order of a legal, governmental or regulatory authority, or for the prevention and detection of crime.

Payment for our services

If you or your organisation enter into a paid contract for our services then information may be shared with relevant payment service providers to complete this transaction. Information may be used by those providers in accordance with their own privacy policies and terms and conditions in order to complete payments made in relation to the contract and to comply with applicable law.

What we need you to do

We need to make sure that the information that we hold about you (and your agents and subjects) is accurate, up-to-date and still relevant. As a result, we need you to tell us promptly if there are any changes to the information that you (or they) have provided by letting us know at customerservices@welfarecall.com.

You must ensure that you always have, and will at all times have, a lawful reason for the processing of your Content through our platform and services, and you must comply with all applicable law in respect of how you use it.

Marketing

We may use some of the information that we hold about you to send you information about our products and services. We may do this by email or by other electronic means available to us in the future. In most circumstances we will only do this if we have your consent, but there may be some situations where we have a legitimate interest in doing so (being a business or commercial reason that does not go unfairly against your rights).

If you have given your consent you can withdraw this at any time by notifying us using the details below.

Service information

We may send, or otherwise display, to you information about the services you receive from us. This may include information about how you use them and how you could do so more efficiently, faults, issues, updates or notices of times when they’ll not be available.

It will not market or provide information about services you do not receive and as a result it is provided in order to perform our contract with you.

How long we'll keep your and your users information for

We keep your information in line with our data retention policy. We will normally keep your information for a period of seven years from when our relationship with you, or our client for whom you are an agent, ends. This allows us to comply with legal and regulatory requirements or use it where we need to for our legitimate purposes such as managing your account and dealing with any disputes or concerns that may arise.

We may need to keep your information for longer where we need the information to comply with regulatory or legal requirements, help detect or prevent crime, answer requests from regulators, etc.

If we don’t need to keep information for this length of time, we may destroy, delete or anonymise it sooner.

Content will be deleted in accordance with our retention policy. Please note that some of your information and content may continue to be processed by us even after you cease to be a client of ours where it forms part of another client’s content.

Understanding the information we hold about you

You can find out what information we hold about you

  1. if you are a client : by emailing us at dpo@welfarecall.com. Please ensure that the title of your email is “Data subject access request”.
  2. if you are an agent of an existing client : by emailing their nominated Data Controller. This is to ensure that they, as data controller of the information we hold on their behalf correctly review and authorise the request and validate that the data returned is does not breach any policies they have in place before returning it to you. Please ensure that the title of your email is “Data subject access request”.

Correcting information we hold about you

You have the right to question any data we hold about you if you think it is wrong or incomplete. We’d encourage you to do this to make sure what we do hold is accurate, up-to-date and relevant. Please contact us at customerservices@welfarecall.com, we’ll then investigate your request and correct them where relevant. Please ensure that the title of your email is “Correcting my information”.

Stopping us processing your information

You have the right to object to how we use your data or to ask us to delete, erase or stop processing it if there’s no reason for us to use it. Remember:

  1. there may be legal or regulatory reasons why we’re processing it
  2. we may be processing it in order to fulfil our contractual obligations to another user (e.g. where they’ve provided it or are looking to send or share it as part of their Content)
  3. Information that you have shared to or with others may form part of their account with us and may not be deleted when you close your account or make this request

If you want to get in contact for the reasons set out in this section, please do so at dpo@welfarecall.com. Please make sure your email is titled “Erasure of my personal data”.

Restricting the ways in which we process your information

You have the right to ask us to restrict how we’re processing your information if:

  1. it’s not accurate
  2. it’s been used unlawfully but you don’t want us to delete it
  3. it’s not relevant anymore but you want to keep it for use in legal claims
  4. you’ve asked us to delete it and are waiting for us to confirm if we have a lawful reason for using it

If you want to get in contact for the reasons set out in this section, please do so at dpo@welfarecall.com. Please make sure your email is titled “Restriction of the use of my personal data”.

How to complain

If you have any concerns or complaints with how we have processed your data, please do contact us as soon as you can at dpo@welfarecall.com. You also have a right to complain to the Information Commissioners' Office, the UK's data protection regulator. You can find out more about this right here: https://ico.org.uk/concerns/

Cookies

To find out more about cookies and how we use them, see our online cookies policy.

Changes to this policy

We can change this policy from time to time. We may in some instances require you and your users to read and accept any changes before continuing to use the accounts we have on our systems.

About us

We are Welfare Call (LAC) Limited, a limited liability company registered in England and Wales (number 6835794). Our registered office is :

BBIC,
Snydale Road,
Cudworth,
BARNSLEY
S72 8RP
United Kingdom

Our VAT number is 971 4795 79. You can contact us at office@welfarecall.com.

When contacting us we strongly recommend you don't email us confidential or personal information. If you do, it's at your own risk although the terms of this policy will apply to our use of that information.

If you are an existing client or agent of an existing client with a valid, current log in then we already provide a secure method of communication through our services.

Law

If you are a consumer please note that these terms, their subject matter and formation are governed by English law. We both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you’re a business these terms, their subject matter and formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Last updated : 2022 / 07 / 28