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This privacy statement is aimed at customers of Convene Group UK Limited (Convene).
Last updated 23.01.25
In Convene we take privacy seriously, and it is important for us that you know what information we collect and how we safeguard your privacy.
Personal information is information that can identify you as an individual, such as an email address, street address, telephone number, or a combination thereof that enables identification of the person behind the data.
All processing of personal data is regulated by UK General Data Protection Regulation (UK GDPR) and Data Protection ACT 2018. Processing includes collection, recording, compilation, storage, and disclosure, or a combination thereof.
To deliver good products and services, we rely on collecting various types of information, including personal information. We process personal information for the purpose of fulfilling agreements entered into with you as a customer and in connection with customer administration.
The personal information is collected from various sources, such as when you as a customer sign an agreement with us, contact us, or consent to receive emails and use our website. To ensure safe and proper case handling, we collect the following information:
Below, we have outlined cases and places where information and data are collected, and their purpose.
As part of our quality assurance and efficient customer service, telephone conversations to our support department are often recorded. Before the recording is made, an automatic voice message is played informing about the recording before the call starts, where you also have the opportunity to opt out of the recording via key-selection. The audio recordings are stored for three months before being deleted. Access to the recordings is limited to those with a business need, and all access is logged with a brief justification if playback is performed.
Customer survey
After you have been in contact with our support department, we will send out a short survey asking about your experience with customer service. The purpose is to improve ourselves so that we can provide you as a customer with even better service and deliver better products and services. If you do not want to share this type of information with us, you can choose not to respond to the survey we send you.
Websites
When you use our websites, we collect information such as which browser and device you are using, your IP address, and your location. This information cannot identify you as a user, as the data is used at an aggregated level. See our cookie policy if you want to know more about how we collect this information.
When you sign up to receive newsletters, you consent to us keeping you updated on our products and services, sharing news, and inviting you to relevant events. In order for us to improve the content of our communication, we gather information on how you respond to the email, such as whether the email is opened, and which links are clicked. You can unsubscribe at any time by clicking on the “Unsubscribe” link in the email you receive.
We primarily process personal information in connection with customer administration and the execution of the agreements we have entered into with you as a customer.
When you enter a customer agreement with Convene, we collect information about your company, contact and billing information so that our cooperation can function as smoothly as possible.
Furthermore, we use the information to provide you with relevant information about our services, newsletters, and other relevant marketing. We also aim to tailor and improve our services, and therefore need information to contact you as a customer. Information is also used to prepare internal reports and customer surveys.
To process your case(s), selected employees at our company will have access to your personal information when necessary. In such cases, access will only be granted as needed and for the purposes described. All our employees are bound by confidentiality.
As a main rule, we will not share, sell, transfer, or otherwise disclose personal information to external third parties. We are permitted to share information with our partners or subcontractors. This typically includes various system suppliers for case processing, storage, communication, and marketing. In such cases, sharing will be in accordance with concluded data processing agreements, and the recipient may not use the information for purposes other than those agreed upon.
We protect your personal information in accordance with the UK GDPR and Data Protection Act 2018. This means that personal information processed by us is secured based on provisions on confidentiality, integrity, and availability.
Information that is no longer necessary to fulfill the purposes described above will be deleted. Some types of data we will process for statistical purposes, but only after the information has been pseudonymized or anonymized.
Right to access and rectify information
You have the right at any time to request access to the personal information we have recorded about you, as well as to know the content and where we have obtained your personal information from. If the personal information is inaccurate, incomplete, or irrelevant, you have the right to ask us to correct or delete the personal information we hold. We encourage you to let us know if any of your personal information is incorrect.
How can you change or complain about the use of your personal information?
You have the right to object if you believe we do not have the right to process your personal information. In such cases, we can only continue processing if we can justify reasons that outweigh your interests, rights, and freedoms. We can always process your personal information if this is required to determine, exercise, or defend legal claims.
If you are dissatisfied with the response or believe we are processing your personal information unfairly or unlawfully, you can complain to the Information Commisioner’s Office (ICO). You can find information about ICO and their complaint procedure here.
If you have any questions or comments regarding the privacy statement, we ask you to contact us at privacy@convenegroup.com.
For other inquiries, please contact us via our contact form or phone: +47 21 62 73 00.