Chimera Logistics

Chimera Logistics Ltd

This page contains details of our customer care policies:

Cookies;
Complaints Policy;
Privacy & Data Protection.

Please email us for more information, our friendly staff are waiting to assist you.

Chimera Logistics Ltd - Complaints Procedure - Revised 9th December 2019

How we will treat your complaints:

If you are not completely happy with our service we would like to hear about it – that way we can do something to put it right.

At Chimera Logistics Ltd; we do everything we can to make sure our clients get the best possible service. However, sometimes, things can go wrong. When that happens, we always encourage you to tell us so that we can correct the matter.

We want to:

• Make it easy for you to tell us about your complaint;

• Give your complaint the attention it deserves;

• Resolve your complaint without delay;

• Make sure you are satisfied with how your complaint was resolved.

This policy explains what to do if you have a complaint about the service you receive from Chimera Logistics Ltd. It also tells you how quickly we will deal with your complaint.

How and where to complain:

If you are not satisfied with any aspect of our service or product you can tell us about your concerns by emailing us here. We will need to know:

• Your name and a business address.

• Details of how we can contact you.

• A clear description of your complaint and whether any 3rd party is involved.

• Details of what you would like us to do to resolve your complaint.

• If appropriate, copies of any relevant supporting documentation.

How long will it take?

We will contact you within 3 working days to confirm we are considering your complaint and to clarify any information where necessary. We try to resolve all complaints within 14 working days. We will keep you regularly updated about what’s happening and discuss our findings. We will consider all the available evidence, the circumstances, relevant law and regulations. When we have investigated your complaint, we will write to you to let you know our final response. This letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than 14 working days to resolve your complaint we will update you on our progress and explain why the matter is still ongoing.

Chimera Logistics Ltd - Cookie Policy - Revised 9th December 2019

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not directly identify you, but it can give you a more personalised web experience. Because we respect your right to privacy, you can choose to block some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. This site only uses the following cookies.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you block these cookies, we will not know when you have visited our site.

Chimera Logistics Ltd - Data Protection & Privacy Policy - Revised 9th December 2019

Data

For the purposes of data protection law, we are classified as a data controller in respect of personal data. We may collect and use personal data and this includes information relating to you or your representatives. We are responsible for ensuring that we use your personal data in compliance with current data protection law. If you have any questions about our data protection policy, how we process personal data or about your rights our Compliance team can be contacted by email by clicking here. This policy applies to any personal data we receive from you or which we create or obtain from other sources. It is important that you take the time to read this notice so that you understand how we may use your personal data and your rights in relation to your personal data.

Personal data that we may collect about you

We may collect and use the following personal data about you:

Information you give us

This is information about you (and your associates) that you give us by filling in forms or by corresponding with us by telephone, e-mail or otherwise. The information you give us may include names, addresses, e-mail addresses and telephone numbers, financial and credit card information, employment history, health information, credit history, identification records, qualifications and vehicle details. You must ensure that in respect of any information you provide us with, which does not relate to you (third party information) you have obtained the necessary consent in order to disclose such information.

Information we collect or generate about you

Our website uses Google Analytics to automatically gather certain statistical information such as the number and frequency of visitors and their IP addresses. This information is used as aggregated statistical information about users. This information helps us to measure how individuals use the website and our services, so that we can continually improve them. We sometimes record telephone conversations to resolve complaints, improve our service and for training and quality assurance purposes.

We generate data for statistical analysis.

Use of Cookies

To help personalise your online experience we use “cookies”. A cookie is a small text file that is placed on your hard disk by a web page server. Cookies contain information that can later be read by a web server in the domain that issued the cookie to you. Cookies cannot be used to run programs or deliver viruses to your computer. We use cookies to store your preferences and other information on your computer in order to save you time by eliminating the need to repeatedly enter the same information and to display your personalised content and appropriate advertising on your later visits to our website.

Information we receive from other sources

We may use information provided by credit reference agencies to verify your identity. This information may include details about other credit you have taken out, any credit arrangements you have met or failed to meet, and any court judgments made against you.

When verifying your identity we may access information recorded by fraud prevention agencies within and outside the UK. This may include information about any criminal convictions and any allegations regarding criminal activity that relate to you.

We may receive information from third parties including personal details.

We may access open source social media profiles posted on third party social media websites such as Linked In, Twitter or Facebook. Public databases – we may also obtain information from public databases. We use reputable sources and employ appropriate measures to assure the quality of information which we collect.

How we use your personal data

Your personal data may be used by us in the following ways:

To verify your identity;
To conduct credit checks;
To enable us to detect and prevent fraudulent activity;
To enable us to prevent and detect money laundering activity or terrorist financing.
To provide you with information, products or services that you may request from us;
To carry out our obligations arising from any agreements you enter into with us;
To make payments;
To recover fees;
Where we are permitted to do so, to send promotional information about our products and services via methods such as e-mail, post, telephone, etc.; and
To contact you via post, e-mail or telephone in relation to your account or to carry out quality control research.
As part of our legal and regulatory obligations, to conduct statistical analysis in order to improve our policy and practice and to tackle fraud.
Legal basis for processing your personal data
We process your personal data pursuant to the following legal requirements:
Your consent to share;
Prior to entering into an agreement with you, and subsequently for the administration and performance of any agreement with you;
To comply with our legal and regulatory obligations;
To establish, exercise or defend our legal rights and / or for the purpose of (or in connection with) legal proceedings; and
Where the use of your personal data is necessary for our legitimate business interests which include:
Enforcing the terms and conditions of any agreement we have with you;
The recovery of outstanding debts existing under an agreement with you;
For statistical analysis to improve our services;
To contact you about services that may be of interest to you.

You may discuss this at any time by contacting us by email here.

Sharing your personal data

We will take steps to ensure that your personal data is accessed only by personnel that have a need to do so for the purposes described in this policy. We may also share your personal data to the extent required by law, for example if we are under a duty to disclose your personal data in order to comply with any legal obligation.

Transfer of data outside the European Economic Area

The information you provide to us will be stored on our secure servers in the United Kingdom. We will not transfer any personal data to other countries within the European Economic Area (“EEA”), neither will your personal data be transferred to, stored in, or accessed from a destination outside the EEA.

How long we keep your personal data

How long we hold your personal data for will vary. The retention period will be determined by various criteria including:

The purpose for which we are using it – we will need to keep the data for as long as is necessary for that purpose; and
Legal obligations – laws or regulation may set a minimum period for which we have to store your personal data.
If you are a client we will retain your personal data for 7 years following the end of our relationship with you, unless we are required by law to keep it for a longer period of time (in which case, we will keep it until the expiry of the period required by law).

Your rights

You have a number of rights in relation to the personal data that we hold about you. These rights include:

The right to object to our processing of your personal data where we process your personal data pursuant to our legitimate business interests. Please note that there may be circumstances where you object to our processing of your personal data but we may be legally entitled to refuse that request;
The right to obtain information regarding the processing of your personal data and access to the personal data which we hold about you;
The right to withdraw your consent to our processing of your personal data at any time. Please note, however, that we may still be entitled to process your personal data if we have another legitimate reason (other than consent) for doing so;
The right to receive a copy of the personal data we hold on you. Please email us here. As soon as we are satisfied as to your identity we will send you, within one month, a copy of all the data we hold concerning you.
The right to request that we rectify your personal data if it is inaccurate or incomplete;
The right to request that we erase your personal data in certain circumstances. Please note that there may be circumstances where you ask us to erase your personal data but we are legally entitled to retain it;
The right to request that we restrict our processing of your personal data in certain circumstances. Please note that there may be circumstances where you ask us to restrict our processing of your personal data but we are legally entitled to refuse that request;
The right to object to the processing of your personal data for marketing purposes; and
The right to lodge a complaint with the data protection regulator if you think that any of your rights have been infringed by us.

Changes to this privacy policy

We keep our privacy policy under regular review. Any changes we make to our privacy policy in the future will be posted on this page. Please check frequently for updates or changes to our privacy policy.

Contact

Please contact us by email here if you have any questions about our privacy policy.