Ergro

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Privacy Policy.

Ergro Group Limited incorporating Ergro Technical Services Limited is committed to keeping personal information accurate and secure. This Privacy Statement, together with any terms of use of our website and systems, details what happens to personal information we collect directly from you, through our website or through any other form of communication with us.

This Privacy Statement applies to personal information we handle about our business partners, employees, staff, visitors to our website, individuals who access our sites/premises and other members of the public. We expect the same principles and standards from those with whom we do business.

Other Ergro Group Limited’s policies and procedures relevant to the collection and use of personal information will apply to our employees and staff. Our employees and staff can access the policies applying to them via our extranet, Ergro’s server or via our QSHE Department.

Any breach of this policy will be taken seriously and may result in disciplinary action.

About this policy

The types of information that we may be required to handle include details of current, past and prospective employees, subcontractors, suppliers, customers, and others that we communicate with. The information, which may be held on paper or on a computer or other media, is subject to certain legal safeguards specified in the General Data Protection Regulations 2018 and other regulations. The Regulation imposes restrictions on how we may use that information.

This policy sets out our rules on data protection and the legal conditions that must be satisfied in relation to the obtaining, handling, processing, storage, transportation and destruction of personal information.

The Data Protection Officer (DPO) is responsible for ensuring compliance with the Regulations and with this policy.
That post is held by Lesley Hamilton:

Any questions or concerns about the operation of this policy should be referred in the first instance to the Data Protection Officer.

Complaints

Ergro Group Limited contract support team will attempt to resolve all enquiries at the first point of contact. If a policy or technical issue cannot be immediately resolved, we will provide you with a realistic time expectation of when the issue will be resolved.

Where an enquiry or technical issue has to be escalated to a higher level of management, the complaint will be logged in Ergro’s case log file and allocated a case number. The case will not be closed until you have been notified, and confirmed satisfaction, of the outcome.

Where an issue has not been resolved to your satisfaction, you may request for this issue to be escalated to our Managing Director, who will review the issue as a priority. The Managing Director will advise you of the outcome.

Due to reliance of various factors, i.e. subcontractors (where applicable), manufacturers and suppliers, it is not always possible to provide you with the exact time frame of when certain issues will be resolved. In these circumstances, our contract support staff, or Managing Director if escalated, will provide you with an estimated time of resolution, while providing ongoing updates until the final outcome.

Whenever a case has been escalated, we will endeavour to provide you with follow up responses within 24 hours, however such responses may take up to 72 hours to follow up when issue occurs across weekends and public holidays. If at any time you require an update on any escalated complaint, please feel free to contact us at Ergro’s Head Office, telephone number 0845 094 3225.

Our contract support staff strive to provide you with a quality service, and we will use all reasonable means to resolve any outstanding issues in the most efficient and timely manner.

Please refer to Ergro Group Limited’s full Complaints and Escalation Policy, which is available on request.