Complaints & Privacy Policy
Complaints Policy
INTRODUCTION
At We Recycle Clothes we are committed to delivering a high standard of service and maintaining good relationships with our supporters, donators, and the public.
Nevertheless, not everything always goes to plan, if you are unhappy with something done by We Recycle Clothes or our team, we will be more than happy for you to get in touch so we can resolve this. Please email info@werecycleclothes.org.uk or call 0333 577 0030. Your complaint will be treated with confidentiality, and you will be treated with courtesy and fairness.
At We Recycle Clothes we aim to continuously improve our service and the experience received by our supporters, donators, and the public. We use your feedback as an opportunity for us to improve the delivery of our services.
When we receive a complaint, we recorded it in our complaints log, the complaint is then referred to a senior member/ area manager of staff who will try to help. We aim to acknowledge all complaints within 48 hours and respond to all complaints within 5 working days.
DEFINITION OF A COMPLAINT
A complaint is an expression of disappointment, either written (via email or mail) or verbal (via telephone or in-person), from our supporters, donators, and the public about the level of customer service given while they were using our service.
Examples of complaints would include:
- Failure to meet your expectations
- Failure to act professionally
- Damage to property (garden, letterbox, driveway)
- Posting at an address on our no-mailing list
- Posting at an address with a no charity bag sign on the door (not a no junk mail sign)
PROCESS ONCE A COMPLAINT HAS BEEN RECEIVED
As soon as the customer service team have received the complaint, the complaint will be investigated with the relevant area manager, the customer service team will keep the complainant informed of the process being carried out, as soon as the complaint has been investigated, the customer service advisor will go back to the complaint with a resolution.
CONFIDENTIALITY AND ANONYMITY
When logging a complaint, we do ask for an address (full address including postcode) so that we can refer the complaint to the relevant area manager and in order to identify the team working in the area of discussion. Be assured that all personal details are kept fully confidential, in accordance with the Data Protection Act, and only be shown to people who need to see them to investigate your complaint.
COMPLAINTS LOG
When we receive a complaint, we record it in our complaints log. The complaints log includes:
- Name and address
- Date of complaint
- Details of the complaint
- Who received the complaint
- How it was resolved
- Date of the complaint being resolved
How to make a complaint and how to escalate it
If you want to make a complaint regarding our services, please contact us via the ‘contact us’ page on our website or call 0333 577 0030. Our customer service team aim to action serious complaints immediately with the goal to resolve these complaints within 48 hours, with serious complaints, our team aim to resolve them within 24 hours.
If you are unhappy with the way your complaint was handled, it can be escalated further by speaking to the customer service manager. To get in contact with the customer service manager, please request their attention via our phone or email and they will immediately be notified to resolve your complaint in a quick, efficient manner as a high-priority complaint.
All complaints are investigated thoroughly so we can quickly establish the facts of every individual case. A judgement, if one is needed, is made with the consultancy of the area manager and the customer service manager either on the phone or in person. This judgement is deemed to be evidence-based, fair, and made with the best intentions to close the case with high levels of satisfaction for both the complainant and senior management.
If your complaint is regarding your allocated driver, depending on the nature of this type of complaint, it is important for our customer service team to be provided with as much information as possible. This may include being provided with CCTV or van registration plates, including a date and time if applicable so our team can launch a thorough investigation.
MONITORING AND TRAINING
We Recycle Clothes provides training to all staff members on how to handle complaints, when they begin their journey with us as well as on a frequent basis with any updates and changes that may occur. We Recycle Clothes use the complaints we have received as examples in our training process to improve the delivery of our services.
Before a new customer service handler starts the job on a permanent basis, they are asked to come into the office for a couple of hours so the manager can explain what the job entails, what type of complaints they will have to handle and explain the typical workload on a day-to-day basis. If the handler is happy with this, they will begin a trial week. On the first day of this week, they are given a document which explains how to deal with various complaints the company deals with, monitored by the customer service manager and other members of the office, where they all chip in to give advice after every phone call, for the new member of staff to learn quickly. Their phone professionalism and attitude are assessed at the end of the week as well as their ability to keep up with the workload. If both parties are satisfied with the week’s trial, they will be kept on permanently.
After we receive a high-priority complaint, our customer service team will be briefed on how to handle complaints of that nature in the future, which in turn will help us handle and action similar complaints in a quicker, more efficient way.
Our partnered charities will have regular briefings on our complaints log, and they will constantly be kept in the loop about our complaints procedure to provide openness and transparency with our charity partners.
We Recycle Clothes asks the complainants to provide feedback on the service they received to monitor the procedure as well as to use it in our training process, and overall to improve our level of customer service.
Privacy Policy
Who are we
We are We Recycle Clothes, a trading name of Clothes Recycling UK LTD.
Our website address is https://werecycleclothes.org.uk.
How we process your data
When visitors contact us, book a collection, or leave comments on the website we collect the data shown in the forms, and the visitor’s IP address and browser user agent string to help spam detection.
Third-party services may also collect information about website visitors – we currently use Zoho CRM, Zoho Campaigns and Google Analytics on this website.
An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.
We process your personal data in these ways:
For certain legitimate interests:
– to improve your experience
- to display content suitable to your device
– to measure the effectiveness of our website and marketing channels.
– to determine the effectiveness of resources
- e.g., to provide a follow-up email after a user has booked a collection to understand the business change that may have happened.
– to identify and prevent fraud
– to identify and prevent spam.
Based on your consent:
– to provide you with a personalised experience
- i.e., providing content tailored to you
– to send you marketing communications, i.e.
- email marketing
- online advertising, for which we will gain separate consent
– to measure the effectiveness of our audience profiles on our website and marketing channels
– for research purposes
and to comply with a legal obligation.
What data do we collect
The data we collect include:
- Name, email address, full address with postcode, and telephone number
- IP address
- Website actions (i.e., content viewed)
- Marketing preferences
- Audience profiling
Media
If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
Cookies
If you leave a comment on our website, you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.
Embedded content from other websites
Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.
Who do we share your data with
The information you enter on our website, such as your name, address, e-mail and phone number, is never shared with any third party.
If you request a password reset, your IP address will be included in the reset email.
How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.
We may also retain your data through third-party, such as Google Analytics, for up to 14 months if you have consented to this association with Google for the purpose of ads personalisation.
What rights do you have over your data
If you have left comments on this website, or have ever booked a collection, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us.
You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.
At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:
- Right of access – you have the right to request a copy of the information we hold about you.
- Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
- Right to be forgotten – in certain circumstances, you can ask for the data we hold about you to be erased from our records.
- Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
- Right of portability – you have the right to have the data we hold about you transferred to another organisation.
- Right to object – you have the right to object to certain types of processing such as direct marketing.
- Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
Where is your data sent
Visitor comments may be checked through an automated spam detection service. We also send your encrypted data to our CRM system.
Privacy policy statement changes
We Recycle Clothes may change this privacy policy from time to time. When such a change is made, we will post a revised version online. Changes will be effective from the point at which they are posted. It is your responsibility to review this privacy policy periodically so you’re aware of any changes.
By using our services, you agree to this privacy policy.
This privacy policy was last reviewed in May 2023.
This privacy policy is published by Clothes Recycling UK LTD. Registered Office: Unit 21, Burners Lane, Milton Keynes, Buckinghamshire, England, MK11 3HA. Registered in England and Wales under company number 13118409.
If you need assistance, please contact us.