GeoPlace's core values are to:
• promote innovation and creativity in staff
• work in an agile business environment to allow for rapid change and manoeuvrability
• foster a working environment based on respect, trust and responsibility.
Feedback and complaints - how to resolve your issue
GeoPlace aims to provide a responsive and timely service to all our customers.
treat all complaints seriously and deal with them properly
resolve complaints promptly
learn from complaints and where at fault, take action to improve our service.
How to make a complaint
Step 1: Contact us
We would hope that most problems could be resolved by simply getting in touch with us either by email ([email protected]) or by telephone (020 7630 4600).
All calls are logged into our Business Management System and given a call
number. We will try to resolve the problem on the spot if we can. If we
cannot do this, for example; because information we need is not to hand,
then we will take a detailed record of your concern and arrange the
best way and time for contacting you. You will be given the call
reference number so that we can both log and track the incident.
The response will normally be within five working days or we will make some other arrangement acceptable to you.
Step 2: Taking your complaint further
We hope you will only feel the need to make a formal complaint as a last resort.
However, if you feel that you would like to take the matter further, and submit a formal complaint you will need to complete the complaint form. You should aim to provide as much relevant information as possible so that we can deal with your complaint promptly.
What happens next?
You will receive an acknowledgement from us that your complaint has been
received along with your reference number and the name of the assigned
GeoPlace manager responsible for following through the complaint, or the
contact details of the re-assignment if the complaint has been
forwarded to another organisation.
Responding to complaints
In acknowledging receipt of your complaint, we will give an indication of
how long it will take to send you a detailed response. In most cases, we
would aim to provide a full reply within five working days. If it
proves impossible to send a detailed answer to your complaint within the
time originally indicated we will contact you again explaining the
reason why and to tell you when you will receive a full response.
The response will give a resume of GeoPlace's investigation into the issue;
why it arose and what has been done to resolve it; whether there are
procedural problems at GeoPlace and what steps have been taken to
Dealing with complaints
The manager responsible for the area to which your complaint relates will
handle an investigation into your complaint. If the complaint is not
able to be resolved at this level, it will be escalated to Nick
Chapallaz, Managing Director of GeoPlace or forwarded externally to the
appropriate body involved.
We are committed to protecting your privacy online.
If you do not want us to collect, use and transfer your personal information in this way then you should (depending on what it is you object to) Contact Us and ask for your information to be deleted.
For the purposes of the Data Protection Act 1988 (the "Act"), the data controller is GeoPlace LLP, GeoPlace, 157-197 Buckingham Palace Road London, SW1W 9SP.("we" or "us").
2. WHAT WE MEAN BY PERSONAL INFORMATION
3. PERSONAL INFORMATION THAT WE COLLECT
If you register on either www.geoplace.co.uk or https://services.geoplace.co.uk/ Websites as a user, we ask you for certain basic and personal information to build up your user profile, for example your name and email address.
We may collect and process the following data about you:
information you provide via the "Log In" page when registering to use the Website including your name, email address, job title and any updated information you provide from time to time;
any comments you may have about your application to register to use the Website;
Information you provide via the "My Account" page;
Information you provide when you submit or post content to the Website or when you contact us (including when you report a problem with the Website to us).
additional information we may request from you from time to time either by contacting you directly or through the Website, although there will be no obligation on you to provide this additional information.
Details of your visits to the Website including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own purposes or otherwise and the resources that you access.
We may collect information from your computer and browser including your IP address and cookies information. This is statistical data about our users' browsing actions and patterns and does not identify any individual. Please see Section 9 below for more information.
We will let you know on the registration page if the provision of certain information is optional.
If you provide us with information about another person you confirm that they have appointed you to act for them, consent to the processing of their personal data including sensitive personal data and that you have informed them of our identity and the purposes (as set out below) for which their personal data will be processed.
By providing us with your personal information, you consent to our processing your personal data for the purposes set out below.
4. How we use your personal information
We use personal information held about you in the following main ways:
so that we can administer and support the Website and your use of the Website
to provide you with access to the appropriate areas and functions of the Website (including to particular content)
to contact you by email from time to time, in order to ask for your views on the Website and/or any of the content on the Website
to notify you occasionally about important changes or developments to the Website
for assessment and analysis to enable us to review, develop and improve the services we offer, and/or
for other purposes to which you have given your consent
We may also use information provided by you (such as what you think about the Website and improvements that you would like to see made) or statistical information collected, so that we can improve the Website or make your visits to the Website more rewarding.
We do not sell, trade or rent your information to other parties unless we have first obtained your consent. If you do give us permission, we will only share information with organisations we have carefully selected and believe to be reputable. We may provide statistics about our customer sales, traffic patterns and related site information to third parties, but we will not supply any personal information that would enable you to be identified.
Except in very specific circumstances, we do not disclose any of your information to other parties, except where you have given your consent in the "User Profile" section of the Website. In this respect we may need to share your information with our service providers and agents for the above purposes. We may also disclose your information to successor body to us.
Otherwise, we reserve the right to give your personal information to a third party without your consent where we believe that such disclosure is (i) required by law or (ii) necessary to assist in the prevention or detection of any criminal action (including fraud) or (iii) is in the overriding public interest and is permitted by law.
By registering as a user of the Website, you acknowledge and agree that some of the information you provide may be accessed from countries outside the UK. Please note that countries outside Europe may have lower or different standards of data protection than in the UK.
5. HOW WE PROTECT YOUR PERSONAL INFORMATION
We are strongly committed to data security and we take reasonable and appropriate steps to protect your personal information from unauthorised access, loss, misuse, alteration or corruption. We have put in place physical, electronic, and managerial procedures to seek to safeguard the information you provide to us.
However, owing to the nature of the internet we cannot guarantee the security of any information you transmit to us. We recommend that you take every precaution to protect your personal information while you are using the Website and the internet.
6. HOW LONG WE KEEP YOUR PERSONAL INFORMATION
We will keep and use the personal information for as long as you are registered as a user of the Website, and for at least 3 years afterwards, to deal with any consequent queries or complaints you may have. We may retain the personal information for longer than this if there is a legal reason or requirement to keep the information for longer, for example if it is relevant to any current legal proceedings.
If you are a registered user and cease to access the Website for over 2 years, or if your role as a DCA member changes then we shall mark your personal profile as "gone away" and inactivate your registration. If you wish to use the Website after such period has elapsed then you will need to re-register with us.
Any references to you in any current records and any statistical or anonymised information (from which you cannot be identified) may be kept for longer periods.
7. UPDATING YOUR PERSONAL INFORMATION
If you are a registered user, you can access all the information we hold about you and you can amend or update any inaccuracies in your personal information by logging on to your personal profile. If you have any other queries regarding the information we hold about you then you should contact us at the contact addresses set out in Section 10.
9. IP ADDRESSES AND COOKIES
For the same reason, we may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies are small files stored in your computer's hard drive by your web browser. When you access the Website, if you have enabled cookies, our computer server will access these cookies so that it can recognise your computer. These cookies help us to improve the Website and deliver a better and more personalised service. They enable us:
to estimate our audience size and usage pattern
to store information about your preferences, and so allow us to customise the Website according to your individual interests
to speed up your searches
to recognise you when you return to the Website
When you first access the sites, we will give you the option to choose not to receive cookies, or to allow you to be prompted every time a cookie is sent to you. Most web browsers automatically accept cookies, and you can change your cookie settings at any time. Please note that in a few cases some features of the Website may not function if you remove cookies from your browser.
10. CONTACT US
If you have any queries about how we use your information you can contact us by emailing [email protected] or by writing to us at GeoPlace, 157-197 Buckingham Palace Road London, SW1W 9SP.
Quality policy statement
The Management of GeoPlace LLP is committed to providing services that consistently meet the needs and expectations of both our clients and our staff.
We listen to and understand our customer needs and provide them with exceptional support and service
We will continue to exceed our customers' expectations through the continual improvement of performance, reliability, responsiveness and value
We monitor and develop our staff's skills to ensure that they are able to fulfil their role within the company and benefit from personal professional development.
Quality objectives have been established and are reviewed at all relevant areas and levels of the organisation. These are reviewed for suitability at appropriate times, and have been designed to be measurable and consistent with the policy.
This policy has been communicated and understood throughout the organisation. All staff have the responsibility to familiarise themselves with both this policy and the sections of the Operating Procedures relevant to their specific roles.
Nick Chapallaz, Managing Director, has ultimate responsibility for quality, and through the Management Team, will continually review and improve the effectiveness of our Quality Management System.
Anti-slavery policy statement
GeoPlace LLP has a zero-tolerance approach to slavery and is committed to preventing acts of slavery and human trafficking from occurring within both its business and supply chain, and imposes those same high standards on its contractors, suppliers and other business partners.
is a Limited Liability Partnership jointly owned by the Local
Government Association (LGA) and Ordnance Survey Limited. We are a
world class expert in address and street information management,
collecting definitive data form source and producing products that are
taken to market by Ordnance Survey.
We work with a wide range of different suppliers, subcontractors and partners each of which will have their own subcontractors, affiliates and associate entities. GeoPlace LLP therefore is connected to multiple entities through numerous contractual relationships, some in other countries.
Due diligence processes
operate strict procurement processes, ensuring suppliers comply with all applicable laws and standards, including those which relate to the Modern Slavery Act
expect our suppliers to have suitable anti-slavery and human trafficking policies and processes in place within their own businesses and to cascade those policies to their own suppliers
have completed an analysis of assurance information from existing suppliers and partners and followed up where relevant
we use the advice and guidance in relation to the Modern Slavery Act set out in the Chartered Institute of Purchasing and Supply (CIPS) code of professional conduct;pProvide information to staff in respect of the Modern Slavery Act;
include appropriate terms in our contractual documentation, obliging suppliers and contractors to comply with the Modern Slavery Act and reserving the right for GeoPlace to audit suppliers and contractors, where we consider it appropriate
encourage staff to identify and report any potential breaches of GeoPlace's anti-slavery policy statement
whistle blowers are protected through our confidential reporting process.
The above procedures are designed to:
Identify and assess potential risk areas in our business and supply chains.
reduce the risk of slavery and human trafficking occurring in our business and supply chains.
monitor potential risk areas in our business and supply chains.
provide adequate protection for whistle blowers.
Date:16 May 2018
GeoPlace and Fair Trading
GeoPlace itself does not trade in information. As explained elsewhere on our website, GeoPlace creates addressing products, which Ordnance Survey then distributes on Ordnance Survey's standard terms. Ordnance Survey is committed to complying with its Fair Trading Policy, detailed at https://www.ordnancesurvey.co.uk/about/governance/policies/fair-trading.html. The principles of this Fair Trading Policy apply to the licensing of the addressing products from Ordnance Survey to its customers. Ordnance Survey's Fair Trading Policy compliments Ordnance Survey's obligations under the Re-use of Public Sector Information Regulations 2015.
Environmental Information Regulations and Freedom of Information Act
GeoPlace is not subject to Environmental Information Regulations 2004 (EIR) or the Freedom of Information Act 2000 (FOIA), but has taken a policy decision voluntarily to comply with both where appropriate.
Job Applicants Privacy notice
As part of any recruitment process, GeoPlace collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
What information does the organisation collect?
The organisation collects a range of information about you. This includes:
your name, address and contact details, including email address and telephone number;
details of your qualifications, skills, experience and employment history;
information about your current level of remuneration, including benefit entitlements;
whether or not you have a disability for which the organisation needs to make reasonable adjustments during the recruitment process;
information about your entitlement to work in the UK; and
The organisation collects this information in a variety of ways. For example, data might be contained in application forms, CVs or resumes, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment, including online tests.
The organisation will also collect personal data about you from third parties, such as references supplied by former employers, information from employment background check providers. The organisation will seek information from third parties only once a job offer to you has been made and will inform you that it is doing so.
Data will be stored in a range of different places, including on your application record, in HR management systems and on other IT systems (including email).
Why does the organisation process personal data?
The organisation needs to process data to take steps at your request prior to entering into a contract with you. It also needs to process your data to enter into a contract with you.
In some cases, the organisation needs to process data to ensure that it is complying with its legal obligations. For example, it is required to check a successful applicant's eligibility to work in the UK before employment starts.
The organisation has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows the organisation to manage the recruitment process, assess and confirm a candidate's suitability for employment and decide to whom to offer a job. The organisation may also need to process data from job applicants to respond to and defend against legal claims.
Where the organisation relies on legitimate interests as a reason for processing data, it has considered whether or not those interests are overridden by the rights and freedoms of employees or workers and has concluded that they are not.
The organisation processes health information if it needs to make reasonable adjustments to the recruitment process for candidates who have a disability. This is to carry out its obligations and exercise specific rights in relation to employment.
If your application is unsuccessful, the organisation will keep your personal data on file in case there are future employment opportunities for which you may be suited. The organisation will ask for your consent before it keeps your data for this purpose and you are free to withdraw your consent at any time.
Who has access to data?
Your information will be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy and IT staff if access to the data is necessary for the performance of their roles.
The organisation will not share your data with third parties, unless your application for employment is successful and it makes you an offer of employment. The organisation will then share your data with former employers to obtain references for you, employment background check providers to obtain necessary background checks where necessary.
We may transfer your personal information outside the EU for any of the purposes described in this notice. If we do, you can expect a similar degree of protection in respect of your personal information.
How does the organisation protect data?
The organisation takes the security of your data seriously. It has internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties.
For how long does the organisation keep data?
If your application for employment is unsuccessful, the organisation will hold your data on file for 6 months after the end of the relevant recruitment process. If you agree to allow the organisation to keep your personal data on file, the organisation will hold your data on file for a further 12 months for consideration for future employment opportunities. At the end of that period or once you withdraw your consent, your data is deleted or destroyed.
If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data will be held will be provided to you in a new privacy notice.
As a data subject, you have a number of rights. You can:
access and obtain a copy of your data on request;
require the organisation to change incorrect or incomplete data;
require the organisation to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing;
object to the processing of your data where the organisation is relying on its legitimate interests as the legal ground for processing; and
ask the organisation to stop processing data for a period if data is inaccurate or there is a dispute about whether or not your interests override the organisation's legitimate grounds for processing data.
If you would like to exercise any of these rights, please contact Catherine Wright on [email protected] You can make a subject access request by filling in GeoPlace's subject access request form.
If you believe that the organisation has not complied with your data protection rights, you can complain to the Information Commissioner.
What if you do not provide personal data?
You are under no statutory or contractual obligation to provide data to the organisation during the recruitment process. However, if you do not provide the information, the organisation may not be able to process your application properly or at all.
You are under no obligation to provide information for equal opportunities monitoring purposes and there are no consequences for your application if you choose not to provide such information.
Recruitment processes are not based solely on automated decision-making.
If you would like to request information held about you under the General Data Protection Regulations (GDPR), please download this form.
The GeoPlace website uses performance cookies, or, category 2 cookies. These cookies are text files that are placed on your computer to help the website analyse how visitors use a website. For instance, which pages visitors go to most often, or if they get error messages from web pages. These cookies don't collect information that identifies a visitor. All information that these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works.
The information is collected and processed through Google Analytics. Where required to do so by law, the information collected may be passed to third parties. It may also be passed to third parties who are asked to process the information on behalf of Google.