Terms and conditions
Sonovate Customer Service Level Agreement Last updated 04/11/2019
|What Sonovate does||What our customers do|
|Placements||Sonovate will aim to complete all placements within 24 hours of submission.
24hr completion is subject to Sonovate:
Please ensure that the data you submit for the placement is valid and correct for us to be able to process quickly.
Placements submitted with pending timesheets.
Please note: If a credit limit decision is escalated to an underwriter, we will contact you with revised timescales.
|Placements must be submitted by 10am each Monday to guarantee processing in line with weekly billing deadlines.
As soon as the placement is approved – contracts need to be issued immediately to ensure 24hr deadline can be met.
|Credit||Same day response for credit applications submitted by 1pm.||No action required.|
|Timesheets||Signed online and manual timesheets received before 12pm (midday) on a Tuesday will be processed in that week’s payroll run.
Please note: to protect all parties from the potential of fraud, we cannot accept a ‘forwarded on’ email approving a timesheet for a contractor.
|Invoice disputes & PO requests||
|Business paid directly by end client||In the event that your business is paid directly by your end client and not Sonovate, we will:
|Adjustments||Pay/charge adjustments received before 10am on a Monday, will be processed in that week’s payroll run.||Invoice queries must be submitted before 10am each Monday to ensure resolution in that billing week.|
|Help||All general queries to have a first response within 3 hours of case receipt and a resolution within 24 hours.
For queries that involve more than one department, we aim to resolve within five working days.
|To receive the fastest response, please email:
firstname.lastname@example.org for general queries and questions.
Website (sonovate.com) Terms & Conditions Last updated 04/04/2018
The term Sonovate or us or we refers to the owner of the website whose registered office is 4th Floor Golate House, 101 St. Mary Street, Cardiff, Wales, CF10 1DX. The term you refers to the user or viewer of our website.
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
- From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.
- We use Google Analytics to analyse the use of our website and provide a better experience for our users.
- Our analytics service provider generates statistical and other information about website use by means of cookies.
- The analytics cookies used by our website have the following names: APISID, HSID, PREF, _utma, _utmz, _utmc, _ga and SID.
Sonovate Application Terms & Conditions Last updated 12/03/2019
1. About our terms and conditions
1.1 These terms and conditions of use relate to https://members.sonovate.com, https://timesheets.sonovate.com and https://capital.sonovate.com
1.2 By accessing or using the System you are agreeing to comply with and be bound by these terms and conditions of use (and any documents referred to in them) which govern Sonovate’s relationship with you in relation to the System. If you do not agree with or accept any of these terms, you should stop using the System immediately.
1.3 The terms Sonovate or us or we refer to Sonovate Limited, the owner of the System. We are a company registered in England and Wales under company number 07500445 whose registered office is 4th Floor Golate House, 101 St. Mary Street, Cardiff, Wales, CF10 1DX.
2.1 For the purposes of this clause 2, the term you refers to the end-client to whom services are being provided. Notwithstanding the foregoing, the general provisions set out in clauses 5 to 6 and clauses 14 to 19 below shall also apply to you.
2.2 To facilitate the provision of services to you, we provide a simple way for you to approve timesheet information that has been entered into the System. We do this by providing you with an electronic link to the System through which you can review and approve (or decline) timesheet information submitted by contractors who have provided services to you.
2.3 You confirm that any individual acting on your behalf (whether as an employee, director, agent or other authorised representative) to approve contractor timesheet information will be duly authorised to do so by you and that you will be duly bound by any such approvals as if they were made by you. Any such individuals will be required to agree to the following declaration before they are able to authorise contractor timesheets through the System on your behalf: I confirm that I am an authorised representative of Sonovate Limiteds applicable end-client and that I am duly authorised to approve contractor timesheets on behalf of that end-client.
2.4 To validate any approvals made by you and/or on your behalf we will collect certain information about the individual accessing the System and approving the timesheet information on your behalf, including (without limitation) the name, role and contact details of such individual. Where we collect such information we shall hold and process it in accordance with clauses 8 to 13 below.
3.1 For the purposes of this clause 3, the term you refers to agencies and/or agents using the Platform to provide contractors to end-clients. Notwithstanding the foregoing, the general provisions set out in clauses 5 to 6 and clauses 14 to 19 below shall also apply to you.
3.2 You acknowledge that these terms apply to contractors who use the System and, notwithstanding any separate terms that apply to your own use of the Portal, you shall use reasonable efforts to accommodate these terms and the contractors use of the System as part of your own use of the Portal.
3.3 You acknowledge clause 9.2 below and agree that:
3.3.1 you are the data controller in relation to information and Personal Data submitted to or through the System by contractors; and
3.3.2 you shall be responsible for, and control the collection and processing of, contractors Personal Data in accordance with applicable data protection laws.
4.1 Subject to clauses 2.1 and 3.1, for the purposes of the remainder of these terms and conditions, the term you refers to the contractor wishing to input timesheet information into the System relating to the provision of services to an end-client.
5. Using the System and restrictions on use
5.2 The System has been prepared, and is intended for use, in accordance with the laws of England and Wales. If you access the System from locations outside of England and Wales you are responsible for compliance with local laws where they are applicable.
5.3 As a condition of your use of the System, you agree:
5.3.1 not to use the System to carry out or promote any activity that is unlawful in any way under any applicable law; and
5.3.2 not to use the System for any purpose that is prohibited by these terms and conditions.
5.4 In addition, your right to use the System does not permit you to attempt to decompile (as defined in section 50B of the Copyright, Designs and Patents Act 1988) the underlying software (or any part of it) that is used in or to provide the System, or to observe, study or test the functioning of the underlying software (or any part of it) that is used in or to provide the System, except and only to the extent that such restrictions are prohibited pursuant to section 50B of the Copyright, Designs and Patents Act 1988.
5.5 We may prevent or suspend your access to the System if you do not comply with any part of these terms and conditions, any terms or policies to which they refer, or any applicable law.
6. Availability of the System
6.1 We reserve the right to update, suspend, withdraw, discontinue or change all or any part of the System at any time as we see fit and without notice. While we try to make sure that the System is up-to-date, available and free from bugs, we cannot promise that it will be. Further, we do not promise that the System will be available at all times nor do we promise the uninterrupted use by you of the System. If you have any difficulties using the System, please contact us.
6.2 We will not be liable to you if for any reason the System is unavailable at any time or for any period.
7. Account and password
7.1 In order to use the System you will be required to create and manage an account in the System (an Account). Accounts may be created in the System by you choosing, or being provided with, a user identification code, password or other piece(s) of information as part of our security procedures (Account Information) to set up and manage your Account.
7.2 You agree that you are solely responsible for keeping your Account Information confidential. You must not disclose your Account Information to any third party. If you know or suspect that anyone other than you knows your Account Information you must promptly notify us.
8. Submission and security of information
8.1 You are solely responsible for the accuracy and reliability of any information submitted to or through the System by you, and you warrant that any information you submit to or through the System:
8.1.1 is clear and accurate in all material respects and is not misleading; and
8.1.2 is lawfully submitted and does not breach our terms and conditions or any applicable laws.
8.2 We will not be responsible, or liable to any third party, for the content or accuracy of any information submitted to or available through the System that is posted by you.
9. Personal Data notification and consent
9.1 By using the System and/or by providing your information to us, you acknowledge that:
9.1.1 we shall collect and process any such information as set out in these terms and conditions; and
9.1.2 such information may include Personal Data as defined in the Data Protection Act 1998 (which, in brief, applies to information from which a living person can be identified),
and you hereby consent to the collection and processing of your information in accordance with these terms and conditions.
9.2 If we collect and process Personal Data we shall be subject to obligations under applicable data protection law (including the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003). For the purposes of such data protection laws, we (Sonovate Limited) are the data processor in relation to your information and personal data. This means we process such information on behalf of our associated agencies, who control the collection and ultimate use of this information. You should direct privacy-related requests to the relevant associated agency which is providing services and/or recruitment to you through or using the Portal. We are not responsible for any the privacy practices of our associated agencies.
9.3 If you are an individual, you have the legal right (subject to the payment of a small fee) to request access to Personal Data that we may process about you. If you wish to exercise this right, you should put your request in writing to us giving us enough information to identify you and deal with your request.
10. Collection, use and disclosure of your information
10.1 When you use the System and/or when you otherwise deal with us we may collect the following information about you:
10.1.1 personal information including first and last name, date of birth, photograph and/or likeness;
10.1.2 contact information including residential address, primary email address and primary phone number;
10.1.3 financial information including payment details and amounts, bank details and information regarding applicable taxes (including Value Added Tax);
10.1.4 National Insurance number;
10.1.5 technical information including IP address, operating system, browser type and related information regarding the device you used to visit the System, the length of your visit and your interactions with the System; and
10.1.6 details of any placements and related timesheets completed by you, including hours worked, charge rates, expenses incurred and other relevant placement/timesheet information.
10.2 We use information held about you in the following ways:
10.2.1 to carry out our services and any other obligations arising from any contracts entered into between us and our customers, agents and contractors;
10.2.2 to investigate and address any comments, queries or complaints made by you or our contractors regarding the System or the Portal;
10.2.3 to ensure that content from the System and/or the Portal is presented in the most effective manner for you and for your device;
10.2.4 for system administration, maintenance and improvements;
10.2.5 to allow you to participate in interactive features of the System, including inputting information and providing feedback;
10.2.6 to notify you about changes to the System; and
10.2.7 to comply with our legal obligations, including obligations relating to the protection of Personal Data.
10.3 We may also monitor and record communications with you (such as telephone conversations and emails) for the purposes of provision of services, quality assurance, training, fraud prevention and compliance purposes.
10.4 We may disclose your information (including Personal Data) to any member of our group (which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006).
10.5 We may disclose your information (including Personal Data) to third parties:
10.5.1 to enable such third parties, including our business partners, service providers or third-party contractors, to undertake services for us and/or on our behalf (and we will ensure they have appropriate measures in place to protect your Personal Data);
10.5.2 in the event that we sell or buy any business or assets, in which case we may disclose Personal Data to the prospective seller or buyer of such business or assets;
10.5.3 if our business or substantially all of its assets are acquired by a third party, in which case Personal Data held by us about our clients and contractors will be one of the transferred assets;
10.5.4 if we are under a duty to disclose or share Personal Data in order to comply with any legal obligation, including any request or order from law enforcement agencies and/or HMRC in connection with any investigation to help prevent unlawful activity; and
10.5.5 if you have specifically consented to us doing so.
10.6 We may also share aggregate information with selected third parties but, in such circumstances, we do not disclose any information which can identify you personally.
10.7.1 If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and money laundering.
10.7.2 Further details explaining how the information held by fraud prevention agencies may be used can be obtained by contacting us at email@example.com
You have the right to ask us not to process your Personal Data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise this right at any time by following the unsubscribe instructions in any marketing communication you receive from us, or by contacting us at firstname.lastname@example.org.
12.1 We may also obtain information about your general internet usage by using cookies. Cookies are text files placed on your computer, phone or tablet to help identify you as a unique user of the System, to collect standard visitor behaviour information, and to help us to maintain and improve the System. Some of the cookies we use are essential for the System to operate.
13. Data security
13.1 We will use technical and organisational measures in accordance with good industry practice to safeguard your information and Personal Data, including data encryption and secure data storage.
13.2 While we will use all reasonable efforts to safeguard your information and Personal Data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any information that is transferred from you or to you via the internet.
14. Ownership and use of the System
14.3 Nothing in these terms and conditions grants you any legal rights in the System other than as necessary to enable you to access the System, and any further or additional use is strictly prohibited unless you have our prior written permission.
15. Limitation of our liability
15.1 Nothing in these terms and conditions excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully excluded or limited.
15.2 Subject to clause 15.1, and to the extent permitted by law, we exclude all conditions, warranties and/or representations, whether express or implied, which may apply to the System and/or any information contained or displayed within the System.
15.3 Subject to clause 15.1, we will not be liable to any user of the System 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 the use of, or inability to use, the System, or with reliance on any information contained or displayed within the System. In particular, we will not be liable for any business interruption, for any loss of profits, sales, business, revenue, anticipated savings, business opportunity, goodwill or reputation, or for any indirect or consequential loss or damage.
We do not guarantee that the System will be secure or free from bugs or viruses. You are responsible for configuring your device in order to access the System and you should use your own virus protection software. We will not be liable for any loss or damage caused by a virus or any other technologically harmful material that may infect you due to your use of the System.
17. Third party sites and systems
17.1 The System may contain hyperlinks or references to third party websites or systems other than the Platform or the System. We have no control over third party websites or systems and accept no legal responsibility for any content, material or information contained in them. Your use of third party sites or systems will be governed by the terms and conditions of that third party. It is your responsibility to ensure you are happy with such third party terms and conditions.
17.2 The display of any hyperlink and/or reference to any third party website, system, product or service does not mean that we endorse that third party’s website, products or services and any reliance you place on such hyperlink, reference or advert is done at your own risk.
18. General legal terms
18.1 Events beyond our control We shall have no liability to you for any breach of these terms caused by any event or circumstance beyond our reasonable control including, without limitation: strikes, lock-outs or other industrial disputes; breakdown of systems or network access; or flood, fire, explosion or accident.
18.2 Rights of third parties No one other than a party to these terms and conditions has any right to enforce any of these terms and conditions.
18.5 Applicable law These terms and conditions, their subject matter and formation, are governed by the law of England and Wales. You and we both agree to that the courts of England and Wales will have exclusive jurisdiction. However, if you are a resident of Northern Ireland you/we may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you/we may also bring proceedings in Scotland.
If you have any questions about these terms and conditions please contact us by sending an email to email@example.com.
A cookie is a small data file containing a string of characters that is sent to your computer when you visit a website. When you visit the website again, the cookie allows that site to recognise your browser. The length of time a cookie will stay on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Sonovate uses both types of cookies. Session cookies will only stay on your device until you stop browsing. Persistent cookies stay on your computer or mobile device until they expire or are deleted. We use the following types of cookies on our website.
Strictly necessary cookies.
These cookies are essential for you to browse our website and use its features. Without these cookies, services like shopping baskets cannot be provided.
These cookies collect information about how you use our websites. This data may be used to help optimise our website and make it easier for you to navigate.
These cookies allow our websites to remember choices you make while browsing and personalise your experience. We may store your geographic location in a cookie for instance, to ensure that we show you the website relevant to your area.
Third Party cookies.
Third party cookies are those placed by websites and/or parties other than Sonovate. These cookies may be used on our website to improve our products or services or to help us provide more relevant advertising. These cookies are subject to the respective privacy policies for these external services, for example, Facebook Data Use Policy.
We use analytics cookies, like those offered by Google Analytics, to help us understand things like how long a visitor stays on our website, what pages they find most useful, and how they arrived at sonovate.com. To learn more about Google Analytics and your data, visit this Google webpage.
How to enable and disable cookies
For your convenience we provide links to the cookie management pages for the most popular web browsers:
Last updated: 21/05/2018
1.1. Sonovate is a group of companies working under the parent company of Sonovate Limited, a private limited company incorporated in England and Wales, with company number 07500445, with a registered office address at 4th Floor Golate House, 101 St. Mary Street, Cardiff, Wales, CF10 1DX
1.2 This website www.sonovate.com and https://members.sonovate.com/, https://timesheets.sonovate.com and/or https://capital.sonovate.com/ (together, the “ Site”) are operated by Sonovate Limited.
1.3 We are committed to protecting and respecting the privacy of anyone using the Site
1.4. “you” or “your” means the person, firm, company or organisation that contracts with us for services or is browsing or using our site, whether as a guest or a registered user.
1.6. In certain circumstances (see below) you will be asked to indicate your consent to the processing of your information as set out in this Policy when you first submit such Information through our Site or our Portal.
1.7. We may update this Policy from time to time in accordance with clause 2.6 below. This Policy was last updated on 13/05/2019.
1.8. We, as Data Controller, can be contacted via our Data Protection Officer via email on firstname.lastname@example.org.
2. Data Protection
2.1. References in this Policy to:
“Privacy and Data Protection Requirements” means: the Data Protection Act 1998 (until repealed) (“DPA”), the Data Protection Directive (95/46/EC) (until repealed) and, from 25 May 2018, the General Data Protection Regulation 2016/679 (“GDPR”) or any equivalent provision which may replace the GDPR following the formal political separation of the United Kingdom from the European Union; the Regulation of Investigatory Powers Act 2000; the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 (SI 2000/2699); the Electronic Communications Data Protection Directive (2002/58/EC); the Privacy and Electronic Communications (EC Directive) Regulations 2003 (SI 2426/2003); and all applicable laws and regulations which may be in force from time to time relating to the processing of personal data and privacy, including where applicable the guidance and codes of practice issued by the Information Commissioner or any other supervisory authority, and the equivalent of any of the foregoing in any relevant jurisdiction; and
“Personal Data”, “Data Controller” and “Data Processor” and “processing” shall have the meanings given to them in the DPA or, from 25 May 2018, the GDPR.
2.2. We provide services to recruitment agencies and recruitment consultants (our Customers). Where our Customers are engaged to find work placements for individuals, we refer to these individuals as “End Users” for the purposes of this Policy,
2.3. For the purposes of applicable Privacy and Data Protection Requirements, and unless otherwise expressly set out in this Policy, we (Sonovate Limited) are Data Controller in respect of the personal data we collect about our Customers and therefore we are responsible for, and control the processing of, such personal data in accordance with applicable Privacy and Data Protection Requirements.
2.4. Please note that if you are an End-User of one of our Customers then any information which we collect or handle in such circumstances is done by us as a Data Processor on behalf of our Customer, who is the Data Controller and who controls the collection and use of the information. End-Users should direct privacy-related queries to the recruitment entity (i.e. our Customer) providing their service. We are not responsible for the privacy practices of our Customers. In certain circumstances, where we are providing payment services for our Customer, we may become Data Controller of some of your information, please see references to “End-User Information” where this is the case.
2.5. We keep this Policy under regular review and may change it from time to time. If we change this Policy we will post the changes on this page, and place notices on other pages of the Site as applicable, so that you may be aware of the information we collect and how we use it at all times. You are responsible for ensuring that you are aware of the most recent version this Policy as it will apply each time you access the Site.
3. Information we may collect from you
3.1. When using our Site or otherwise when we provide our Customers with services, we may collect and process personal data from you such as (“Information”):
3.1.1. personal information including first and last name;
3.1.2. contact details including work email, primary e-mail address and/or primary telephone number);
3.1.3. information to enable us to undertake searches for the purposes of fraud prevention and anti-money laundering;
3.1.4. information obtained through our correspondence and in respect of any responses to questions or assessments we carry out or information you volunteer to us (including that of End-Users and your customers);
3.1.5. technical information including IP address, operating system, browser type and related information regarding the device you used to visit the Site, the length of your visit and your interactions with the Site;
3.1.6. information that you provide by filling in forms on our Site. This includes information provided at the time of registering to use our Site, subscribing to our recruitment services, posting information or requesting further services.
3.1.7. information obtained by you entering a competition or promotion sponsored by us;
3.1.8. information obtained during the completion of our surveys (these surveys are used for research purposes, and you are not obliged to take part in or respond to them);
3.1.9. if you contact us, a record of that correspondence (such as telephone conversations and emails) for the purposes of provision of services, quality assurance, training, fraud prevention and compliance purposes.
3.2. When End-Users complete information by filling in forms on our Site, we may collect and process information such as (“End-User Information”):
3.2.1. Name, address, date of birth, PAYE information and bank details for payment.
3.4. Occasionally we may receive information about you from other sources, for example, any services you connect with through the Site, or from any third-party websites and applications that integrate or communicate with our Site in relation to you. If so, we will add this information to the Information we already hold about you in order to help us carry out the activities listed below.
4. How long we keep your Information
4.1. Subject to clause 4.2 below, we will keep your Information, for the periods set out below and use your Information in accordance with clause 5:
4.1.1. 12 months where the legal basis is for the processing which is necessary for the performance of the contract between us
4.1.2. 12 months where the legal basis is the legitimate interests we pursue, unless our interest in the processing is overridden by the resulting risk to your rights and freedoms, in which case it will be deleted sooner
4.1.3. 12 months or until consent is withdrawn (whichever is sooner), where the legal basis is consent
4.2. Subject to clause 4.2 below, we will keep End-User Information, for the periods set out below and use End-User Information in accordance with clause 5:
4.2.1. 12 months where the legal basis is the legitimate interests we pursue, unless our interest in the processing is overridden by the resulting risk to your rights and freedoms, in which case it will be deleted sooner
4.3. If required we will be entitled to hold Information and/or End-User Information (if applicable) for longer periods in order to comply with our legal or regulatory obligations, for example, by HMRC. Please see clause 8.9 for information on how long information may be retained by fraud prevention agencies.
5. Legal basis for processing your information
5.1. From 25 May 2018, under applicable Privacy and Data Protection Requirements we may only process your information if we have a “legal basis” (i.e. a legally permitted reason) for doing so. For the purposes of this Policy, our legal basis for processing your Information is set out in the table below: <!doctype html>
|Why we process your Information||The legal basis for which is|
|to carry out our recruitment services and any other obligations arising from any contracts entered into between you and us, such as disclosing personal data to third parties such as prospective employers, clients and third-party service providers||because the processing is necessary for the performance of a contract you have entered into with us (i.e. your contract with us as set out in this Policy and our Site terms and conditions), or for taking any preliminary steps that are required before you can enter into such a contract (provided we only do this at your request)|
|to ensure that content from our Site is presented in the most effective manner for you and for your computer or device;
to operate, administer, maintain, provide, analyse and improve the Site and the services available through the Site;
to investigate and address any comments, queries or complaints made by you regarding the Site, and any similar or related comments, queries or complaints from other users;
to allow you to participate in interactive features of our service, including inputting information and providing feedback, when you choose to do so;to notify you about changes to our service and our Site;
|This processing is necessary for the legitimate interests we pursue, subject to you raising an objection under clause 14, requiring us to check that our interest in the processing is not overridden by the resulting risk to your rights and freedoms.|
|to contact you for marketing purposes (see ‘Marketing and opting out’ clause below);||we send out marketing communications based on our legitimate interests of providing professional services and keeping people informed about the services we offer. The method of communication may vary as set out below:
You have the right at any time to let us know that you no longer wish to receive marketing communications from us.
|Where required by (but not limited to) any request or order from law enforcement agencies and/or HMRC in connection with any investigation to help prevent unlawful activity. to||This processing is necessary in order for us to comply with our legal obligations, including obligations relation to the protection of your personal information.|
6. Your consent to processing
6.1. As noted above, you will be required to give consent to certain processing activities before we can process your Information as set out in this Policy. Where applicable, we will seek this consent from you when you first submit information to or through the Site.
6.2. If you have previously given consent you may freely withdraw such consent at any time. You can do this through your account on the Site or by notifying us in writing (see paragraph ‘Contact’ below).
6.3. If you withdraw your consent, and if we do not have another legal basis for processing your information (see tables above), then we will stop processing your Information. If we do have another legal basis for processing your Information, then we may continue to do so subject to your legal rights (for which see paragraph ‘Your rights’ below).
6.4. Please note that if we need to process your Information in order to operate the Site and/or provide our services, and you object or do not consent to us processing your Information, the Site and/or those services may not be available to you.
7. Marketing and opting out
7.1. Where you are dealing with us on behalf of a limited company or LLP, for business purposes, then we may contact you by email to your corporate email address about similar or related products that we offer. If you prefer not to receive any direct marketing communications from us, or you no longer wish to receive them, you can opt out at any time.
7.2. Where you have previously ordered products or services from us we may contact you by telephone or email and post about similar or related products, services, promotions and special offers that may be of interest to you. We will inform you (during the sale process) if we intend to use your data for such purposes and give you the opportunity to opt-out of receiving such information from us. In addition, and if you have given permission, we may also contact you by telephone or email about our other products, services, promotions and special offers that may be of interest to you. We will inform you (before collecting your data) and seek your permission if we intend to use your data for such additional marketing purposes. If you prefer not to receive any direct marketing communications from us, or you no longer wish to receive them, you can opt out at any time (see below).
7.3. If you have given permission, we may contact you by mail, telephone and email to provide information about products, services, promotions, special offers and other information we think may be of interest to you from carefully selected third parties. We will inform you (before collecting your data) if we intend to use your data for such purposes. If you would rather not receive such third-party marketing information from us, or you no longer wish to receive it, you can opt out at any time (see below).
7.4. If you have given permission, we may share your personal data with carefully selected third party organisations and business partners and they may contact you directly (unless you have asked them not to do so) by mail, telephone and email about products, services, promotions and special offers that may be of interest to you. We will inform you (before collecting your data) and seek your permission if we intend to disclose your data to third parties for such purposes. If you prefer not to receive direct marketing communications from our business partners, or you no longer wish to receive them, you can opt out at any time (see below).
7.5. You have the right at any time to ask us, or any third party, to stop processing your information for direct marketing purposes. If you wish to exercise this right, you should contact us by sending an email to email@example.com or contact the relevant third party using their given contact details, giving us or them enough information to identify you and deal with your request. Alternatively, you can follow the unsubscribe instructions in emails you receive from us or them.
8. Disclosure of your information
8.1. We may disclose personal data to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.
8.2. We may only disclose personal information to third parties:
8.2.1. including any prospective buyer or seller (and their representatives) in the event that we sell or buy any business or assets;
8.2.2. if our business or substantially all of its assets are acquired by a third party, in which case personal data held by us about our clients and customers will be one of the transferred assets;
8.2.3. to our business partners, service providers or third-party contractors to enable them to undertake services for us and/or on our behalf (and we will ensure they have appropriate measures in place to protect your information);
8.2.5. to other third parties if you have specifically consented to us doing so.
8.3. We may disclose aggregated, anonymous information (i.e. information from which you cannot be personally identified), or insights based on such anonymous information, to selected third parties, including (without limitation) analytics and search engine providers to assist us in the improvement and optimisation of the Site. In such circumstances we do not disclose any information which can identify you personally.
Fraud Prevention and Anti-Money Laundering
8.4. Before we provide services, goods or financing to you, we undertake checks for the purposes of preventing fraud and money laundering, and to verify your identity. These checks require us to process personal data about you.
8.5. The personal data you have provided, we have collected from you, or we have received from third parties will be used to prevent fraud and money laundering, and to verify your identity.
8.6. Details of the personal information that will be processed include, for example: name, address, date of birth, contact details, financial information, employment details, device identifiers including IP address and vehicle details.
8.7. We and fraud prevention agencies may also enable law enforcement agencies to access and use your personal data to detect, investigate and prevent crime.
8.8. We process your personal data on the basis that we have a legitimate interest in preventing fraud and money laundering, and to verify identity, in order to protect our business and to comply with laws that apply to us. Such processing is also a contractual requirement of the services or financing you have requested.
8.9. Fraud prevention agencies can hold your personal data for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years.
Consequences of Processing
8.10. If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services or financing you have requested, or to employ you, or we may stop providing existing services to you.
8.11. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. If you have any questions about this, please contact us on the details above.
9.1. We may obtain information about your general internet usage by using a cookie file which is stored on your browser or the hard drive of your computer, and similar tracking technologies. Cookies contain information that is transferred to your computer’s hard drive.
10. Keeping your information secure
10.1. The transmission of information via the internet is not completely secure. Although we will use all reasonable endeavours to protect personal data, we cannot guarantee the security of your data transmitted to our Site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
10.2. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
We may monitor and record communications with you (such as telephone conversations and emails) for the purposes of provision of services, quality assurance, training, fraud prevention and compliance purposes. Any information that we receive through such monitoring and communication will be added to the information we already hold about you and may also be used for the purposes listed in clause 5 above.
12. Overseas transfers
12.1. From time to time we may need to transfer your personal information to countries outside the European Economic Area, which comprises the EU member states plus Norway, Iceland and Liechtenstein (“EEA”). Non-EEA countries that we may need to transfer your personal information to include the United States of America, because we are based there.
12.2. Such countries may not have similar protections in place regarding protection and use of your data as those set out in this Policy. Therefore, if we do transfer your personal information to countries outside the EEA we will take reasonable steps in accordance with applicable Privacy and Data Protection Requirements to ensure adequate protections are in place to ensure the security of your personal information.
12.3. Whenever fraud prevention agencies transfer your personal data outside of the EEA, they impose contractual obligations on the recipients of that data to protect your personal data to the standard required in the EEA. They may also require the recipient to subscribe to ‘international frameworks’ intended to enable secure data sharing.
12.4. By submitting your information to us in accordance with this Policy you consent to these transfers for the purposes specified in this Policy.
13. Information about other individuals
If you give us information on behalf of a third party, you confirm that the third party has appointed you to act on his/her/their behalf and has agreed that you can give consent on his/her/their behalf to the processing of his/her/their information, receive on his/her/their behalf any data protection notices, and give consent to the transfer of his/her/their information abroad (if applicable).
14. Your rights
Your personal data is protected by legal rights, which include your rights to object to our processing of your personal data; request that your personal data is erased or corrected; request access to your personal data.
14.1. If you are an individual, this paragraph sets out your legal rights in respect of any of your personal data that we are holding and/or processing. If you wish to exercise any of your legal rights you should put your request in writing to us (using our contact details in clause 1.6) giving us enough information to identify you and respond to your request.
14.2. You have the right to request information about personal data that we may hold and/or process about you, including whether or not we are holding and/or processing your personal data, the extent of the personal data we are holding, and the purposes and extent of the processing.
14.3. You have the right to have any inaccurate information we hold about you be corrected and/or updated. If any of the information that you have provided changes, or if you become aware of any inaccuracies in such information, please let us know in writing giving us enough information deal with the change or correction.
14.4. You have the right in certain circumstances to request that we delete all personal data we hold about you (the ‘right of erasure’). Please note that this right of erasure is not available in all circumstances, for example where we need to retain the personal data for legal compliance purposes. If this is the case, we will let you know.
14.5. You have the right in certain circumstances to request that we restrict the processing of your personal data, for example where the personal data is inaccurate or where you have objected to the processing.
14.6. You have the right to request a copy of the personal data we hold about you and to have it provided in a structured format suitable for you to be able to transfer it to a different data controller (the ‘right to data portability’). Please note that the right to data portability is only available in some circumstances, for example where the processing is carried out by automated means. If you request the right to data portability and it is not available to you, we will let you know.
14.7. You have the right in certain circumstances to object to the processing of your personal data. If so, we shall stop processing your personal data unless we can demonstrate sufficient and compelling legitimate grounds for continuing the processing which override your own interests. If, as a result of your circumstances, you do not have the right to object to such processing then we will let you know.
14.8. You have the right in certain circumstances not to be subject to a decision based solely on automated processing, for example where a computer algorithm (rather than a person) makes decisions which affect your contractual rights. Please note that this right is not available in all circumstances. If you request this right and it is not available to you, we will let you know.
14.9. You have the right to object to direct marketing, for which see paragraph ‘Marketing and opting out’ above.
14.10. For more information or to exercise your data protection rights, please contact us using the contact details above.
14.11. You also have a right to complain to the Information Commissioner’s Office which regulates the processing of personal data (for more information please see below).
If you have any concerns about how we collect or process your information then you have the right to lodge a complaint with a supervisory authority, which for the UK is the UK Information Commissioner’s Office (“ICO”). Complaints can be submitted to the ICO through the ICO helpline by calling 0303 123 1113. Further information about reporting concerns to the ICO is available at https://ico.org.uk/concerns/.
16. Links to other websites
Our Site may contain links to other websites. This Policy only applies to our Site. If you access links to other websites any information you provide to them will be subject to the privacy policies of those other websites.
This Policy aims to provide you with all relevant details about how we process your information in a concise, transparent, intelligible and easily accessible form, using clear and plain language. If you have any difficulty in reading or understanding this Policy, or if you would like this Policy in another format (for example audio, large print or braille), please get in touch with us.
Recruitment Privacy Notice Last updated 22/05/2018
1. What is the purpose of this document?
1.1. Sonovate Limited (“the Company”) is committed to protecting the privacy and security of your personal information.
1.2. This privacy notice describes how we collect, use and share personal information about you during and after your relationship with us for recruitment purposes, in accordance with the General Data Protection Regulation (GDPR).
1.3. The Company is a “data controller”. This means that we are responsible for deciding how we gather, hold and use personal information about you. We are required under data protection legislation to notify you of the information contained in this privacy notice.
1.4. This notice applies to all applicants, whether or not they are eventually employed or engaged by the Company. We may update this notice at any time and will provide you with a new privacy notice when we make substantial updates.
1.5. We may notify you in other ways from time to time about the processing of your personal information.
2. The kind of information we hold about you
2.1 We may collect, store, and use the following categories of personal information about you up to and including the shortlisting stage of the recruitment process:
2.1.1 Personal contact details such as name, title, addresses, telephone numbers, and personal email addresses;
2.1.2 Details of your qualifications, experience, employment history (including job titles, salary and working hours) and interests;
2.1.3 Date of birth;
2.1.4 *Your racial or ethnic origin, sex and sexual orientation, religious or similar beliefs collected from you in a completed anonymised equal opportunities monitoring form;
2.1.5 Details of your referees.
2.2 We may collect the following information after the shortlisting stage, and before making a final decision to recruit:
2.2.1 Information about your previous academic and/or employment history, including details of any conduct, grievance or performance issues, appraisals, time and attendance, from references obtained about you from previous employers and/or education providers.
2.2.2 Information regarding your academic and professional qualifications.
2.2.3 *Your nationality and immigration status and information from related documents, such as your passport or other identification and immigration information.
*We collect the information marked with an asterisk (*) to comply with our legal obligations, and enable us to carry out required statutory checks, such as verifying your right to work and suitability for the position.
3. How is your personal information collected?
3.1 We may collect personal information about candidates through the application and recruitment process from:
3.1.1 You, and referees from details provided by you
3.1.2 Employment agencies or background check providers
3.1.3 Your educational provider/relevant professional body
4. How we will use information about you
4.1 We will only use your personal information when the law allows us to. Most commonly, we will use your personal information in the following circumstances:
4.1.1 To take steps to enter into a contract.
4.1.2 Where we need to comply with a legal obligation.
4.1.3 Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
Situations in which we will use your personal information
4.2 In some cases we may use your personal information to pursue legitimate interests of our own or those of third parties, provided your interests and fundamental rights do not override those interests. The situations in which we will process your personal information during the recruitment process are listed below:
4.2.1 Making a decision about your recruitment or appointment.
4.2.2 Determining the terms on which you work for us.
4.2.3 Checking you are legally entitled to work in the UK.
4.2.4 Assessing qualifications for a particular job or task.
4.2.5 Making decisions about your employment or engagement.
4.2.6 Education, training or development requirements.
4.2.7 Equal opportunities monitoring.
4.3 Some of these grounds for processing will overlap and there may be several grounds which justify our use of your personal information.
If you fail to provide personal information
4.4 If you fail to provide certain information when requested, we may be prevented from complying with our legal obligations (such as to ensure the health and safety of our workers), engaging you in the recruitment process, and/or offering you a job.
Change of purpose
4.5 We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
4.6 Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
5. How we use particularly sensitive personal information
5.1 “Special categories” of sensitive personal information, such as those marked above with an asterisk, require higher levels of protection. We need to have further justification for processing this type of personal information, which may include the following circumstances:
5.1.1 In limited circumstances, with your explicit written consent.
5.1.2 Where we need to carry out our legal obligations and in line with our data protection policy.
5.1.3 Where it is needed in the public interest, such as for equal opportunities monitoring, and in line with our data protection policy.
5.1.4 Where it is needed to assess your capacity on health grounds, subject to appropriate confidentiality safeguards.
Do we need your consent?
5.2 We do not need your consent if we use special categories of your personal information in accordance with our written policy to carry out our legal obligations or exercise specific rights in the field of employment law. You should be aware that you are not required to agree to any request for consent from us.
6. Data sharing
6.1 We may have to share your personal information with other parties, including third-party service providers and other entities in the group where this is required by law, where it is necessary to administer the relationship with you or where we have another legitimate interest in doing so.
6.2 “Third parties” includes third-party service providers (including contractors and designated agents) and other entities within our group. The following activities are carried out by third-party service providers: security services, CCTV operators, IT services. This list is not exhaustive and may vary from time to time.
6.3 All our third-party service providers and other entities in the group are required to take appropriate security measures to protect your personal information in line with the GDPR. We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes and in accordance with our instructions. We may also need to share your personal information with a regulator or to otherwise comply with the law.
6.4 We may transfer your personal information outside the EU. If we do, you can expect a similar degree of protection in respect of your personal information.
7. Data security
7.1 We have put in place measures to protect the security of your information. Details of these measures are available upon request.
7.2 We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
8. Data retention – how long will you use my information for?
8.1 We will only retain the personal information that we obtain about you during the recruitment process for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. How long we keep this information will depend on whether your application is successful and you become employed by us, the nature of the information concerned and the purposes for which it is processed.
8.2 We will keep recruitment information (including interview notes) for no longer than is reasonable, taking into account the limitation periods for potential claims (as extended to take account of early conciliation), after which it will be securely destroyed in accordance with the applicable laws and regulations.
8.3 In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.
8.4 If your application is not successful, your recruitment data will not be kept for longer than 12 months, after which it will be securely destroyed. We retain your recruitment data for 12 months, because the roles we recruit are very specialist and we may re-use this information to recruit for the same, or similar roles arising during this period. If you do not wish for us to retain your recruitment data for this length of time then please do let us know.
8.5 If your application is successful, we will keep only the recruitment information that is necessary in relation to your employment and it will be processed in accordance with our employment data protection policies – copies of which will be provided at the start of your employment.
9. Rights of access, correction, erasure, and restriction
Your duty to inform us of changes
9.1 Please keep us informed if your personal information changes during the recruitment process.
Your rights in connection with personal information
9.2 Under certain circumstances, by law you have the right to:
9.2.1 Request access to your personal information (commonly known as a “data subject access request”).
9.2.2 Request correction of the personal information that we hold about you.
9.2.3 Request erasure of your personal information.
9.2.4 Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.
9.2.5 Request the restriction of processing of your personal information.
9.2.6 Request the transfer of your personal information to another party.
9.3 If you want to exercise any of your data subject rights, please contact the Data Protection Officer in writing.
10. Right to withdraw consent
In the limited circumstances where you may have provided your consent to the collection, processing and transfer of your personal information for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact the Data Protection Officer.
11. [Data protection officer
We have appointed a Data Protection Officer (DPO) to oversee compliance with this privacy notice. If you have any questions about this privacy notice or how we handle your personal information, please contact the DPO. You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.]
If you have any questions about this privacy notice, please contact the Data Protection Officer:
Address: 4th Floor Golate House,
101, St. Mary Street,
Tel: 0207 112 4959
Data Storage Last updated 22/05/2018
All customer data is stored within Microsoft UK & European data centres (for resilience purposes). Microsoft is committed to being GDPR compliant across all their cloud services when enforcement begins on May 25, 2018.
Our commitment to using Microsoft cloud platforms stems from them being the first enterprise cloud services provider to implement rigorous controls governing the transfer of data outside of European Union, as the first cloud provider to achieve compliance with ISO’s important 27018 cloud privacy standards. Microsoft Azure has 53 major certifications and attestations – more than any other major public cloud provider.
When it comes to security, Microsoft’s visibility into the evolving threat landscape also helps us protect the data that moves through our systems. With a cloud footprint that includes over 100 datacentres and more than 200 cloud services, this insures that we have robust solutions and procedures in place to support our business and secure our customer data.
Complaints Last updated 20/07/2020
Our Principles for Handling Complaints
- We will treat all complaints fairly.
- We will deal with your complaint promptly, using an evidence-based approach.
- We will acknowledge receipt of a complaint within 5 working days.
- We will aim to fully investigate your complaint and send you a response within 20 working days of receipt.
If for any reason, we cannot send a full response within 20 working days of receipt, we will tell you the reason why and let you know when we will be able to respond in full.
How to Complain
You can raise a complaint via the following channels:
- Telephone: 020 7112 4949
(Opening hours 9am-5.30pm, Monday to Friday)
- Email: firstname.lastname@example.org
- By post: Sonovate Ltd, 4th Floor, 101 Golate House, St. Mary Street, Cardiff, CF10 1DX
- By contacting your Customer Relationship Manager (if applicable)
We have a 3-stage complaints process. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.
The Complaints Process
Stage 1 – Registration
We will register your complaint and send our acknowledgement correspondence to you within 5 working days from receipt.
Our acknowledgement letter will include the following details:
- Full details of complaint
- Full name of complaint handler
- Copy of our complaints process
Please check the details of this correspondence and confirm in writing that we have the correct details for our investigation. If you feel we have missed any other points, please include the additional points in your response.
Complaints should be made no later than twelve months after the date on which the subject of the complaint occurred; or twelve months after the date on which the subject of the complaint came to the attention of the complainant. If there are good reasons for not having made the complaint within the above timeframe, and if it remains feasible for Sonovate to conduct an evidence-based investigation into the complaint effectively and fairly, we may decide to still consider the complaint.
Stage 2 – Review
We will investigate all complaints promptly. We will compete our investigation into the complaint and will contact you directly to discuss our resolution within 20 working days. If we are unable to resolve your complaint within 20 working days, we will send you holding correspondence which will include the following:
Detailed reason as to why we have not been able to resolve your complaint at this stage
Expected date that we will send you next correspondence by
Stage 3 – Escalation
In the event of unsatisfactory resolution at Stage 2, your complaint will be escalated to the Customer Services Manager. Every effort will be made to resolve the issue at this stage. In the initial response, where appropriate, the result of any investigation will be stated, guidance on the proposed resolution will be offered and where possible an
estimated time of completion will be provided.
Timescales for handling a complaint
- Brought to our attention no later than 12 months
- Acknowledgement within 5 working days
- Full or holding response within 20 working days
- If Holding response sent, full response will be within 56 working days from date of receipt
- Dependent on case
Extending time limits
We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of progress with the
investigation, the reasons for the delay, and the new deadline.
Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the response to request that their complaint be escalated to stage 3.
The outcome at stage 3 is Sonovate’s final response.
When we get things wrong, we will act to:
- Provide an evidence-based approach to investigations and responses
- Put things right by making any changes required and take action to prevent recurrences
- Use findings as a positive driver for change and improvement
The general principle we follow is that a complainant should, so far as possible, be put in the position he or she would have been in, had things not gone wrong.
Our quality of service is an essential measure of the effectiveness for our departments, services and products provided.
Therefore, learning from complaints is a good way of helping to improve and develop the way that Sonovate works.
As well as learning from your complaints we are also interested in other ideas you may have on how we might do things better.
You can submit your feedback by emailing, writing, or speaking to us directly. We will use your comments to help improve our service and the way we do things.
However, the 3-stage procedure outlined above does not apply to general feedback.