1. Who we are

Telephone: 01684 290000

Email (Data Protection): [email protected]

We are the data controller for all information submitted through this feedback portal.

2. What information we collect

Information you provide

• Job reference number
• Satisfaction rating (1–10)
• Yes/No answers relating to the service
• Any comments you choose to submit (free text)

Providing the optional questions is voluntary — you may submit the form without completing them.

Information collected automatically

• Your IP address (as part of standard server logs)
• Browser and device information (standard server logs)
• A strictly necessary anti-forgery cookie (.AspNetCore.Antiforgery.*) used to secure the form against unauthorised submissions

No analytics, tracking, marketing, or advertising cookies are used.

3. Why we collect your information

We use the information you provide for the following purposes:

• To measure customer satisfaction
• To improve our engineering and onsite repair services
• To support our ISO 9001 quality management processes
• To investigate service performance issues when necessary
• To maintain the security and integrity of the feedback portal

4. Lawful basis for processing

We process your feedback under the lawful basis of legitimate interests (UK GDPR Article 6(1)(f)). Our legitimate interest is to monitor service quality, ensure customer satisfaction, and continually improve our onsite repair operations. Where feedback contains personal information, it is processed only for these purposes.

5. Cookies used on this portal

This portal uses only one cookie:

No other cookies are used.

6. How long we keep your information

Feedback submitted through this portal is retained for up to 5 years, to support:

• Service quality monitoring
• ISO 9001 audits
• Internal investigations and trend analysis

After this period, your feedback is securely deleted or anonymised.

7. Who we share your information with

We do not sell, rent, or trade your information. Your feedback may be shared internally with:

• Equinox service managers
• Engineering supervisors
• Quality management teams

We may also share your information with trusted service providers who host or maintain the feedback portal, but only where necessary and always under a data processing agreement. No data is transferred outside the UK without appropriate safeguards.

8. Your data protection rights

Under the UK GDPR, you have the right to:

• Access your personal data
• Correct inaccurate or incomplete information
• Request deletion of your data where it is no longer needed
• Object to processing based on legitimate interests
• Restrict processing in certain circumstances
• Complain to the Information Commissioner's Office (ICO) if you are unhappy with how we handle your data

To exercise your rights, contact us at [email protected].

You can contact the Information Commissioner's Office (ICO) at https://ico.org.uk/make-a-complaint/.

9. Links to our main Privacy Policy

This feedback portal is separate from our main website. For full details on how Equinox processes personal data across all services, please see our main Privacy Policy at https://www.equinox.co.uk/about-us/privacy-policy.