Tiny Tracker is committed to the privacy and security of your data. Our goal is to help you organise, find, and use your data to be your most productive self while respecting your privacy.
PRIVACY POLICY
Tiny Tracker holds information from customer schools, nurseries and other organisations about both pupils and employees for the purpose of providing a service in accordance with the terms and conditions for contracted services. This information is held and processed in compliance with the General Data Protection Regulation (GDPR).
The customer remains the 'Data Controller' in respect of pupil data at all times. As such the organisation is obliged to ensure that the information provided is accurate and up to date. As part of the organisation's obligation as 'Data Controller', it must have necessary consent in place to collect pupil personal data.
Pupils
The categories of pupil information that we collect, and hold, include:
- Personal Information (such as name, unique pupil number, address and contact details);
- Characteristics (such as ethnicity, language, gender and free school meal eligibility);
- Attendance Information (such as total attendance percentages and session details);
- Assessment details (such as end of key stage assessments);
- Special educational needs information.
Why we collect and use this information
We use the pupil data to allow organisations:
- To monitor, track and report on pupil progress and attainment;
- To provide relevant services (sending electronic organisation to parent communications, creating SEND documentation, etc);
- To perform analysis on pupil data (average progress for vulnerable groups, etc).
Employees
The categories of employee information we collect, and hold, include:
- Personal Information (such as name, gender and contact details);
- Job Role Information (such as teaching status and teacher number).
Why we collect and use this information
We use the employee data to:
- Allow suitable staff members to log in and use the Tiny Tracker system;
- Allow the organisation to perform relevant services (organisation wide employee emails, professional employee names on reports, etc).
The lawful basis on which we use this information
We collect and use this information under Article 6 (b) of the GDPR: the processing is necessary for a contract you have with an individual, or because they have asked you to take specific steps before entering into a contract.
As we collect the data of children (a special category of data) we also do so under Article 9 (2) (j) of the GDPR: processing is necessary for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes in accordance with Article 89(1) based on Union or Member State law which shall be proportionate to the aim pursued, respect the essence of the right to data protection and provide for suitable and specific measures to safeguard the fundamental rights and the interests of the data subject.
Collecting Data
Data we collect is done so at the request of the organisation, this could be entered manually by the organisation or collected automatically from the organisation’s MIS system. We can only collect data from the MIS once the organisation has given us permission to do so (the exact process varies depending upon the MIS system used), and this permission can be revoked from the organisation at any time.
Storing Data
All data is stored securely within the EU, in compliance with GDPR and industry standard levels of security.
Tiny Tracker retains data for differing periods of time depending upon the type of data, these retention policies are listed below:
- General correspondence regarding named individuals: This data will be deleted three years after the end of the contract. This is to allow for complaints to be managed effectively and to allow for services to be reinstated if the customer decides to renew their contract.
- Named pupil contacts and corresponding personal details: This data will be deleted after six months of relevant pupil being removed from the system/organisation contract ending.
- Pupil data for pupils whom have left the organisation: Pupil data is retained by Tiny Tracker for two academic years after leaving. After this point personal data is anonymised and may be used for anonymised usage data and analysis.
- Pupil data after contract end: Pupil data will be anonymised after two years of the contract expiring, or if the customer requests for this to be done sooner.
- Pupil data provided to us for processing (e.g. data sent during the initial setup): This data will be deleted one year after processing, to aid customer services and in case of a dispute.
- Employee data: Employee name will be retained to show on historical data reports (if applicable), otherwise this will be anonymised one month after leaving. Other details will be deleted after this one-month period.
Anonymised data may be kept indefinitely for usage statistics and analysis.
Database backups are used and retained for 90 days – this will mean that data will persist in backups but not on live data for an additional 90 days after the timescales mentioned above.
Who we share data with?
We do not share any pupil or employee data with any third parties without express consent from the organisation first, an example of this could be sharing a organisation's data with the academy chain that the organisation belongs to.
We may also share data with the data subject at the request of this individual in compliance with a Subject Access Request.
Tiny Tracker may share data with a third party if legally required to do so.
Tiny Tracker holds information on behalf of our customers, and this is held according to standards laid down in the General Data Protection Regulation (GDPR).
GDPR
Introduction
The EU General Data Protection Regulation (GDPR) came into effect on the 25th May 2018 across the European Union. GDPR introduces more responsibilities for both data processors and controllers. This includes the need to demonstrate compliance and stricter enforcement, with significant increases to penalties for companies that fail to do so.
This regulation aims to standardise data protection laws and processing across the EU, giving individuals greater say over how, why, where and when their personal information is gathered, processed and disposed of.
Our Commitment
Tiny Tracker is committed to ensuring the security and protection of the personal information that we process. We have always placed a high priority on protecting the data we process, doing so in accordance with accepted industry standards including ISO 27001:2017, however we recognise our obligations in updating and increasing these measures to meet the demands of the GDPR.
Tiny Tracker’s commitment to GDPR Compliance has been summarised in this statement and includes procedures, measure and controls to ensure maximum compliance with these new regulations.
How we adhere to GDPR
Information Audit: Carrying out a company-wide information audit to identify and assess what personal information we hold, where it comes from, how and why it is processed and if and to whom it is disclosed.
Policies and Procedures: Revising and implementing new data protection policies and procedures to meet the requirements and standards of the GDPR and any relevant data protection laws, including:
- Data Protection: Our main policy and procedure documents for data protection have been altered to meet the standards and requirements of the GDPR. Accountability and governance measures are in place to ensure that we understand and adequately disseminate and evidence our obligations and responsibilities.
- Data Retention and Erasure: We have updated our retention policy and schedule to ensure that we meet the 'data minimisation' and 'storage limitation' principles and that personal information is stored, archived and destroyed compliantly and ethically. We have dedicated erasure procedures in place to meet the new 'Right to erasure' obligation and are aware of when this and other data subject's rights apply; along with any exemptions, response timeframes and notification responsibilities.
- Data Breaches: Our breach procedures ensure that we have safeguards and measures in place to identify, assess, investigate and report any personal data breach at the earliest possible time. Our procedures are robust and have been disseminated to all employees, making them aware of the reporting lines and steps to follow.
- International Data Transfer: Tiny Tracker only stores data within the EU. Data that is stored in the cloud using Microsoft Azure services, is stored at their UK (West or South) or West Europe data centres.
- Subject Access Request (SAR): We have created SAR procedures to accommodate the revised 30-day timeframe for providing the requested information and for making this provision free of charge. Our new procedures detail how to verify the data subject, what steps to take for processing an access request, what exemptions apply and a suite of response templates to ensure that communications with data subjects are compliant, consistent and adequate.
- Legal basis for processing: We have reviewed all processing activities to identify the legal basis for processing and ensuring that each basis is appropriate for the activity it relates to. Where applicable we also maintain records of our processing activities, ensuring that our obligations under Article 30 of the GDPR and Schedule 1 of the Data Protection Bill are met.
- Privacy Notice: We have revised our Privacy Notice to comply with the GDPR, ensuring that all individuals whose personal information we process have been informed of why we need it, how it is used, what their rights are, who the information is disclosed to and what safeguarding measures are in place to protect their information.
- Obtaining Consent: We have revised our consent mechanisms for obtaining personal data, ensuring that individuals understand what they are providing, why and how we use it and giving clear, defined ways to consent to us processing their information. We have developed stringent processes for recording consent, making sure that we can evidence an affirmative opt-in, along with time and date records; and an easy to see and access way to withdraw consent at any time.
- Direct Marketing: We have revised the wording and processes for direct marketing, including clear opt-in mechanisms for marketing subscriptions; a clear notice and method for opting out and providing unsubscribe features on all subsequent marketing materials.
- Processor Agreements: Where we use any third-party to process personal information on our behalf, we have drafted compliant Processor Agreements and due diligence procedures for ensuring that they (as well as we), meet and understand GDPR obligations. These measures include initial and ongoing reviews of the service provided, the necessity of the processing activity, the technical and organisation measure in place and compliance with the GDPR.
- Special Categories Data: Where we obtain and process any special category information (including the data of children), we do so in complete compliance with the Article 9 requirements and have high-level encryptions and protections on all such data. Special Category data is only processed where necessary and is only processed where we have first identified the appropriate Article 9(2) basis or the Data Protection Bill Schedule 1 condition. Where we rely on consent for processing, this is explicit and is verified by a signature, with the right to modify or remove consent being clearly signposted.
Data Subject Rights
In addition to the policies and procedures mentioned above that ensure individuals can enforce their data protection rights, we provide easy access for customers on the Tiny Tracker website, of an individual's right to access any personal information that Tiny Tracker processes about them and to request information about:
- What personal data we hold about them;
- The purposes of the processing;
- The categories of personal data concerned;
- The recipients to whom the personal data has/will be disclosed;
- How long we intend to store your personal data for;
- If we did not collect the data directly from them, information about the source;
- The right to have incomplete or inaccurate data about them corrected or completed and the process for requesting this;
- The right to request erasure of personal data (where applicable) or to restrict processing in accordance with data protection laws, as well as to object to any direct marketing from us and to be informed about any automated decision-making that we use;
- The right to lodge a complaint or seek judicial remedy and who to contact in such instances.
Information Security, Technical and Organisational Measures
Tiny Tracker takes the privacy and security of individuals and their personal information very seriously and takes every reasonable measure and precaution to protect and secure the personal data that we process. We have robust information security policies and procedures in place to protect personal information from unauthorised access, alteration, disclosure or destruction.
Tiny Tracker holds the Certificate of Assurance in compliance with Cyber Essentials Plus and is ISO 27001:2017 certified. This includes several levels of security measures, including:
- All data transfers are done using secure methods (such as SSL for transferring data to and from our web servers).
- Password policies are enforced to ensure any and all passwords meet a minimum level of strength and complexity and are changed regularly.
- Pseudonymisation – Data we store is anonymised after a relevant period of time, to ensure that any sensitive details are not retained for any period longer than they are needed.
- Monitoring is in place for unusual activity, for example attempted access from unrecognised IP addresses, or failed log in attempts.
- Access Control – nobody allowed direct access to database other than the IT support team and the Tiny Tracker system itself.
- All databases are encrypted at rest using AES and 3DES encryption algorithms.
- Firewalls are in place to maximise security.
GDPR Roles and Employees
Tiny Tracker has designated Data Protection Officers and has appointed a data privacy team to develop and implement our roadmap for complying with data protection Regulation. The team are responsible for promoting awareness of the GDPR across the organisation, assessing our GDPR readiness, identifying any gap areas and implementing the new policies, procedures and measures. If you have any questions about our preparation for the GDPR, your rights, or to submit a SAR please contact Tiny Tracker data protection officer via email at dpo@educater.co.uk
These are the rules for using our website
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS SITE
What's in these terms?
These terms tell you the rules for using our website, tinytracker.co.uk (our site).
Click on the links below to go straight to more information on each area:
Who we are and how to contact us
TinyTracker.co.uk is a site operated by The Publishing Foundry ("We"). We are registered in England and Wales under company number 04712375 and have our registered office at Unit 26 Priory Tec Park, Saxon Way, Hessle. HU13 9PB which is also our main trading address. Our VAT number is GB 192 5871 73.
We are a limited company.
To contact us, please email info@tinytracker.co.uk or telephone our customer service line on 0300 012 0001.
By using our site you accept these terms
By using our site, you confirm that you accept these terms of use and that you agree to comply with them.
If you do not agree to these terms, you must not use our site.
We recommend that you print a copy of these terms for future reference, or download them here:
There are other terms that may apply to you
These terms of use refer to the following additional terms, which also apply to your use of our site:
If you purchase goods from our site, our Terms and conditions of subscription will apply to the sales.
We may make changes to these terms
We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated on 03 September 2020.
We may make changes to our site
We may update and change our site from time to time to reflect changes to our products, our users' needs, our business priorities or other reasons. We will try to give you reasonable notice of any major changes.
We may suspend or withdraw our site
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
We may transfer this Agreement to someone else
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
Our site is intended only for users in the UK
Our site is directed to people residing in United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.
You must keep your account details safe
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at info@tinytracker.co.uk.
How you may use material on our site
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
Do not rely on information on this site
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
We are not responsible for websites we link to
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.
User-generated content is not approved by us
This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.
How to complain about content uploaded by other users
If you wish to complain about content uploaded by other users, please contact us on info@tinytracker.co.uk
Our responsibility for loss or damage suffered by you
Whether you are a consumer or a business user:
- We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
- Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our Terms and conditions of supply.
If you are a business user:
- We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
- We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
- use of, or inability to use, our site; or
- use of or reliance on any content displayed on our site.
- In particular, we will not be liable for:
- loss of profits, sales, business, or revenue;
- business interruption;
- loss of anticipated savings;
- loss of business opportunity, goodwill or reputation; or
- any indirect or consequential loss or damage.
If you are a consumer user:
- Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. [However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us].
Uploading content to our site
Whenever you make use of a feature that allows you to upload content to our site, or to make contact with other users of our site, you must comply with the content standards set out in our Acceptable Use Policy.
You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us [and other users of our site] a limited licence to use, store and copy that content and to distribute and make it available to third parties.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.
We have the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy.
You are solely responsible for securing and backing up your content.
We do not store terrorist content.
Rights you are giving us to use material you upload
When you upload or post content to our site, you grant us the following rights to use that content:
- To provide Our Services
- Process your payment for the Service
- To help you as and when required
We are not responsible for viruses and you must not introduce them
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy.
If you wish to link to or make any use of content on our site other than that set out above, please contact info@tinytracker.co.uk.
Which country's laws apply to any disputes?
If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and 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 are a business, these terms of use, their subject matter and their 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.
Our trade marks
Tiny Tracker and Educater are trade marks of The Publishing Foundry. You are not permitted to use them without our approval, unless they are part of material you are using as permitted.
This policy sets out the content standards that apply when you upload content to our site, make contact with other users on our site, link to our site, or interact with our site in any other way
What's in these terms?
This acceptable use policy sets out the content standards that apply when you upload content to our site, make contact with other users on our site, link to our site, or interact with our site in any other way,
Click on the links below to go straight to more information on each area:
By using our site you accept these terms
By using our site, you confirm that you accept these terms of use and that you agree to comply with them.
If you do not agree to these terms, you must not use our site.
We recommend that you print a copy of these terms for future reference, or download them here:
We may make changes to these terms
We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated on 03 September 2020.
Prohibited uses
You may use our site only for lawful purposes. You may not use our site:
- In any way that breaches any applicable local, national or international law or regulation.
- In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect.
- For the purpose of harming or attempting to harm minors in any way.
- To bully, insult, intimidate or humiliate any person.
- To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
You also agree:
- Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of our terms of website use.
- Not to access without authority, interfere with, damage or disrupt:
- any part of our site;
- any equipment or network on which our site is stored;
- any software used in the provision of our site; or
- any equipment or network or software owned or used by any third party.
Interactive services
We may from time to time provide interactive services on our site, including, without limitation:
- Chat rooms.
- Blogs.
- Parent communication
Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).
We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.
Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
Content standards
These content standards apply to any and all material which you contribute to our site (Contribution), and to any interactive services associated with it.
The Content Standards must be complied with in spirit as well as to the letter. The standards apply to each part of any Contribution as well as to its whole.
The Publishing Foundry will determine, in its discretion, whether a Contribution breaches the Content Standards.
A Contribution must:
- Be accurate (where it states facts).
- Be genuinely held (where it states opinions).
- Comply with the law applicable in England and Wales and in any country from which it is posted.
A Contribution must not:
- Be defamatory of any person.
- Be obscene, offensive, hateful or inflammatory.
- Bully, insult, intimidate or humiliate.
- Promote sexually explicit material.
- Include child sexual abuse material.
- Promote violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be likely to deceive any person.
- Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
- Promote any illegal content or activity.
- Be in contempt of court.
- Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.
- Be likely to harass, upset, embarrass, alarm or annoy any other person.
- Impersonate any person or misrepresent your identity or affiliation with any person.
- Give the impression that the Contribution emanates from The Publishing Foundry or any of our trading names, if this is not the case.
- Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.
- Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
- Contain any advertising or promote any services or web links to other sites.
Breach of this policy
When we consider that a breach of this acceptable use policy has occurred, we may take such action as we deem appropriate.
Failure to comply with this acceptable use policy constitutes a material breach of the terms of use our terms of website use upon which you are permitted to use our site, and may result in our taking all or any of the following actions:
- Immediate, temporary or permanent withdrawal of your right to use our site.
- Immediate, temporary or permanent removal of any Contribution uploaded by you to our site.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.
We exclude our liability for all action we may take in response to breaches of this acceptable use policy. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.
How this contract can be transferred
We can transfer our rights and obligations under these terms to any third party, provided this does not adversely affect your rights under these terms.
Which country's laws apply to any disputes?
If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and 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 are a business, these terms of use, their subject matter and their 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.
If you feel you are not happy with our service.
We view a complaint as an expression of unhappiness about our company, our staff, our partners, our service or products. We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and service.
A complaint can be received by phone, by email or in writing using the contact details in the section 'How to Contact Us' . You can download and email us directly the feedback form at this stage if you wish
Our Complaints Policy aims to;
- Provide a complaints procedure which is easy and clear to use for anyone wishing to make a complaint.
- Make public via our website, the existence of our complaints procedure so that customers know how to contact us to make a complaint.
- Make sure the team at Tiny Tracker know what to do if a complaint is made.
- Make sure all complaints are investigated fairly and in a timely way.
- Make sure that complaints are, wherever possible, resolved and that our relationship with you is repaired.
- Review information to help us to improve what we do.
All complaint information will be handled sensitively, informing only those who need to know and following any relevant data protection requirements.
Complaints Procedure
The person in our team that receives an email/written/phone or in person complaint should:
-
Record the facts of the complaint
- Take the complainant's name, address, organisation and contact details
- Note down the relationship of the complainant to Tiny Tracker
- Refer the complainant to our complaints procedure
- Send to the complainant TinyTrackers feedback form.
- Tell the complainant what will happen next and how long it will take
What will Happen Next?
Phase one
- The complaint will be acknowledged and will be logged with our Customer Services Team within three working days. An acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply. A copy of this complaints procedure will be attached.
- In the majority of cases, a complaint is best resolved by our customer services team. If the complaint has been received by that team, they will try to do so if possible and appropriate. If it has not already been resolved, an appropriate person will investigate and take appropriate action within 30 days.
- We may ask the member of staff who dealt with the complainant to reply to the complaint but it may also be another member of the customer services team. This will be done within five days of the end of our investigation. This will include suggestions for resolving the matter.
- Each complaint will be treated in confidence as far as possible.
Escalation Process - Phase Two
If the complainant feels that the issue has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed via our Customer Services team or by directly contacting a Director using the contact details. At this stage, the complaint details will be passed on to a Director.
The request for review will be acknowledged within two working days of receiving it. The acknowledgement will confirm who will deal with the case and when the complainant can expect a reply.
The Director may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the case and speaking with the person or persons who dealt with the complaint at Stage One.
If the complaint relates to a specific person rather than product or services, they will be informed and given a further opportunity to respond. Stage Two complaints will receive a definitive reply within 10 working days. If this is not possible because for example, the review has not been fully completed, a progress update will be sent with an indication of when a full reply will be given.
The decision taken at this stage is final.
Continuous Improvement – Phase Three
We monitor and review the effectiveness of our complaints process to ensure that this continuously improves and that we learn from dealing with any complaints.
This policy does not cover complaints from staff who should review the Grievance Policy in the Staff Handbook. Overall responsibility for this policy and its implementation lies with the HR Manager.
Complaints are reviewed from time to time to identify any trends which may indicate a need to take further action.