Complaints Policy

If You Make a Complaint to Us

When we receive a complaint from a person we make up a digital file containing the details of the complaint and store it on our system. The file normally contains the identity of the complainant (together with any contact details provided) and any other individuals involved in the complaint.

We will only use the personal information we collect for legitimate business purposes, i.e. processing the complaint and checking on the level of service we provide.

We usually have to disclose the complainant's identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person's record is in dispute. If a complainant doesn't want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for three years from closure. It will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.

Under data privacy laws, you have the rights to:

  • Request access to your personal data
  • Request deletion or correction of your personal data
  • Request that your personal data be transferred to another person

Our online data preference centre helps you to exercise the rights that data privacy laws give you and control your personal information. It contains five separate forms, as set out below.

  • See your data – You can ask to see any personal information that we hold (known as a "subject access request") by submitting the form on the "See your data" tab. If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.
  • Transfer your data – By completing the form on the "transfer your data" tab, you can ask us to provide your data to a third party.
  • Delete your data – You can ask us to delete the information we hold about you by completing the form on the "delete your data" tab.
  • Change your data – If we do hold information about you, you can also ask us to correct any mistakes by completing the form on the "Change your data" tab.
  • Marketing Preferences – On the "marketing preferences" tab, you can tell us how you would like us to send you marketing information, or ask us to stop marketing to you entirely.

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 0145 267 1560 E-mail: complaints@automotive-compliance.co.uk

Financial Ombudsman Service, the following information must also be added to this page: If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk

Do We Share Your Personal Information?

Other than as outlined above (for example where we use third party service providers), we will not usually disclose personal data, or list known third parties who data is shared with and why. However we may disclose your information to third parties in the following circumstances:

  • If we are under a legal or regulatory obligation to do so
  • If we believe your use of our websites has or may violate any law, regulation or our Terms of Use
  • If we believe you are or may be a threat to safety, security, property, our rights or the rights of others
  • In a merger, acquisition, change of control, joint venture or other business combination involving D S Dalgleish & Son

How Can You Make a Complaint About Our Use of Data?

D S Dalgleish & Son tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

Any complaints should be addressed to the Data Protection Officer using the contact details below. If we fail to resolve your complaint to your satisfaction, you have the right to contact the UK Information Commissioner. For further information on how to do that, please go to the following webpage: https://ico.org.uk/concerns

How Can You Contact Us?

This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of D S Dalgleish & Son collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

The D S Dalgleish & Son Data Protection Officer is Gavin Dalgleish. If you want to request information about our privacy policy, make requests concerning your data or make a complaint, you can email dataprotection@dsdalgleish.co.uk or write to:

FAO Data Protection Officer
D S Dalgleish & Son Ltd
111 Melrose Road
Galashiels
TD1 2BZ