What we collect
We may collect the following information:
- your name
- contact information including phone and email address
- demographic information such as address and postcode
- other information relevant to customer surveys and/or offers
- your IP address
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons;
Internal record keeping
We may use the information to improve our products and services. We send weekly educational emails, as well as promotional emails about new property deals, special offers or other information which we think you may find interesting using the email address which you have provided. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email or phone. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
What is a cookie?
When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, your computer or mobile phone. These include small files known as cookies. These pieces of information are used to improve services for you through, for example:
Many cookies are automatically deleted after you finish using the website.
- recognising that you may already have given a username and password so you don’t need to do it for every web page requested.
- measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast.
- analysing anonymised data to help us understand how people interact with our on line services so we can make them better.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes. Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. Cookies can only be accessed by the web site that sets them so information shared with us cannot be directly read by third parties nor can we directly read data set by other web sites.
If you wish to restrict or block the cookies which are set by our website you can set a preference with us here:Alternatively, you may wish to visit http://www.aboutcookies.org/ which contains comprehensive information on how to completely block cookies on a wide variety of browsers. You will also find details on how to delete cookies from your machine as well as more general information about cookies. Please be aware that restricting cookies will severely impact on the functionality of our website.
Different types of cookies
There are two types of cookie you may encounter when using this website:
First party cookies: these are our own cookies, controlled by us and used to provide information about usage of our site. Website analytic providers such as Google Analytics set cookies to help accurately estimate the number of visitors to the website and volumes of usage.
Third party cookies: these are cookies found in other companies’ internet tools which may be used to enhance a website, for example Facebook and Twitter have their own cookies, which are controlled by them. This website does not control the dissemination of these cookies. You should check the third party websites for more information about these. To opt-out of third-parties collecting any data regarding your interaction on our website, please refer to their websites for further information.
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and pages visited.
We may choose to enable Google Analytics Advertising Features including Remarketing, Impression Reporting, Demographics and Interest Reporting or other integrated services that require Google Analytics to collect data via advertising cookies and anonymous identifiers.
These cookies are used to deliver relevant adverts to you, to limit how often you see an advertisement and help measure the effectiveness of an advertising campaign. These cookies are placed by advertising networks with our permission. They remember that you have visited a website and share this information with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisations.
The only time these cookies would enable us to share personal information such as your name, address, telephone or email is when you have given consent for your personal information to be passed on to trusted third parties.
Google Policies and Principles
Google +1 integration
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. All our Electronic communications will have an unsubscribe link and our physical address included for you convenience. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to YPC Group, 12th Floor, 1 Olympic Way, Wembley, London HA9 0NP. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.
Data Protection Statement on Recorded Calls
YPC Group Privacy Notice Call Recording
Which calls does this refer to?
This includes incoming and outgoing telephone calls that are handled by YPC Group and associated companies except those on mobile phones conducted direct on the handset.
Why are calls recorded?
It has become common practice to record calls due to the growth of business conducted by telephone.
Recording customer conversations allows organisations to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint. It also hopefully means employees feel more protected knowing that any threatening behaviour can be evidenced and acted upon where necessary.
How will call recordings be used?
Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas.
Training and Development
Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings but any transcripts are anonymised.
Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.
Complaints and disputes
Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.
Employee safety and wellbeing
A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual.
How have we informed our customers that we record calls?
This privacy notice is published on the website. Customers who ring YPC Group hear the following message:
"Welcome to YPC Group. For training purposes your call may be recorded."
Communications from the Site
HTML email files
If you receive the HTML-formatted version of a newsletter, your opening of the newsletter email is notified to us and saved. Your clicks on links in the newsletter are also saved. These and the open statistics are used in aggregate form to give us an indication of the popularity of the content and to help us make decisions about future content and formatting. Out of respect for our users' privacy we provide a way to opt-out of these communications. Please see the Opt-out section at the bottom of the email.
Should you have any further questions or concerns, please feel free to call us on 0207 812 1255, or write to us at YPC Group, 12th Floor, 1 Olympic Way, Wembley, London HA9 0NP.