Privacy Policy & Complaint Procedure
THE SREEPUR VILLAGE PRIVACY POLICY
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.sreepurvillage.org (the “Site”).
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
Communicate with you;
Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
THE SREEPUR VILLAGE COMPLAINTS PROCEDURE
Here at The Sreepur Village, Bangladesh we take complaints very seriously. If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.
Our Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase supporter satisfaction;
- To use complaints constructively in the planning and improvement of all services.
WHAT IS A COMPLAINT?
It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of The Sreepur Village, Bangladesh Charity, which is under the control of the Charity, its staff or volunteers.
HOW TO COMPLAIN
The Sreepur Village, Bangladesh would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact The Sreepur Village, Bangladesh and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Fundraising Manager
78 Beckenham Road,
Beckenham
Kent
BR3 4RH
Phone Number: 020 8658 7585
Email: info@sreepurvillage.org
WHAT WILL WE DO ON RECEIVING YOUR COMPLAINT?
- We will listen and record your complaint and advise you how it will be handled.
- We will investigate.
- We will take action to resolve the problem and tell you what the action is.
- We will take steps to avoid a repeat occurrence.
At all times, we will treat you with understanding and respect. All we ask is that you do the same for our staff.
Confidential information in relation to your complaint will be handled sensitively.
We are unable to respond to anonymous complaints or matters for which the charity is not directly responsible.
HOW LONG WILL IT TAKE TO RESPOND?
We endeavour to respond full and conclusively to all complaints within 10 working days.
You will receive acknowledgement of your complaint within 5 working days of receipt. You will be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
Whenever possible we will deal with it more quickly, if we think it will take longer we will let you know.
If an in-depth investigation is required we aim to provide a response within 20 working days.
CAN YOU TAKE YOUR COMPLAINT ELSEWHERE?
Yes. If your complaint relates to fundraising and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator at the following address:
2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH.
T: 0300 999 3407 or E: enquiries@ fundraisingregulator.org.uk
Or if your complaint is related to another area of our work and you do not feel satisfied you can contact The Charity Commission at the address below.
The Charity Commission, PO Box 1227, Liverpool, L69 3UG.
0845 3000 218, www.charity-commission.gov.uk
