George Walker & Co. -

Information and Advice

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Data Protection Policy
Non Payer's Charter
Payment Methods

Data Protection Policy

Introduction

For many years we have been committed to protecting the information received and processed in relation to individuals. Due to the nature of work which we undertake, it is essential that our clients can have complete faith in our personnel systems and procedures. However, we also respect the privacy of our employees (past and present), suppliers and any other organisation upon which we may hold information, whether that be on computer or in a manual filing system.

This document is evidence to support our claim. We have been register with the Data Commissionaire’s office for many years. Our Registration number is Z5326407.

The Eight Principles

We are well aware of the Eight Principles which encompasses the Commissionaire’s thoughts and declarations. These are :-

All information relating to individuals will be processed fairly and lawfully. We do not employ the use of pretext enquiries. However when conducting enquiries (especially with neighbouring occupants) we realise that when our staff identify themselves as representatives of our company, this itself, may cause some embracement. Therefore, our staff always conduct themselves in a discreet manner.
Information, or data, which we are made aware of, will only be processed for the purpose for which it was received. Re-use or re-selling of information is not a practice which our Firm is associated with.
Enquiries, interviews and other sources will be screened to identify that only the adequate and relevant information is processed.
All efforts shall be made to ensure that information obtained or received is accurate, and where necessary, kept current.
Where possible we shall retain records and files only as long as required. Once they have reached their conclusion they shall be destroyed or deleted in an appropriate, safe and secure manner. There are however, certain fields which may have to retained for longer periods. These include certain financial records; data relating to cases which may not yet have reach a conclusion; cases where legal action may be taken against ourselves or our clients due to alleged misconduct on our part (this is for insurance/professional indemnity reasons) and other similar scenarios.
Information shall be processed in accordance with the rights of data subjects under the 1998 Data Protection Act.
All records are kept confidential. Principally this is achieved through secure offices with restricted access. In addition, paper records and files are usually (where possible) kept in lockable cabinets. With reference to computer records, these are protected internally with strictly controlled username and passwords which are regularly changed. Employees are assigned a level of clearance and authority. Concise audits are maintained and logged. Electronic systems are in place to prevent any unauthorised access or corruption from outside perpetrators. When conducting interviews, especially via telephone, key questions are sought from the enquirer prior to revealing any data.
No personal information shall be forwarded to another country which is either outside the European Economic Area or to a country which does not ensure adequate protection for the rights and freedoms of individuals. For countries outside the EEC, assessments shall be undertaken and contracts created.

Commitment to Protecting Invidual’s Rights

Overall responsibility for the protection of individual’s privacy and compliance with the Data Protection Act 1998 is that of the managing partner David Walker. Responsibility for reviewing the company’s policy and controls, as well monitoring interpretations of the Act and the Codes of Conduct and guidance provided by the Commissionaire’s office is that of Brian Walker. However, regionally responsibility lies with each office manager or residential partner. In addition, each member of staff is responsible themselves and they have acknowledged their responsibility by agreeing to our Firm's Terms & Conditions of Employment.

Everyone employed by our Firm recognises their duties and responsibilities. Fair and lawful processing of data and information is promoted at all times. All are well trained and most are very experienced in what they do.

Strict levels of access and supervision are maintained at all times.

Anyone who wishes to exercise the right of access to personal data under Part II, Section 7, shall be advised accordingly by a member of the appropriate procedure (see below).

Regular reviews of this policy and systems & procedures will be undertaken. This is not only to ensure data is processed more efficiently, but accurately.

The Use of CCTV Equipment

Security camera systems are employed within several of our premises. This is only for the purposes of public and employee safety and crime prevention/detection. The Commissionaire has been notified accordingly.

CCTV equipment has been angled to avoid capturing images of any individual visiting offices/premises other than our own.

CCTV equipment is regularly inspected to confirm that they are working properly and that the images are clear enough to be used by police for evidential purposes. Tapes will be changed for new after they have been used twelve times.

Signs are visible to anyone visiting our premises advising that they may be recorded and the reason for doing so.

All recordings are securely stored and only a limited number of authorised personnel have access to them.

Recording will only be kept long enough for any incident to come to light.

Only police involved in prevention and detection of crime will be allowed copies of recordings.

Members of staff know how to respond to enquirers regarding access to recordings (see below).

Access To Personal Data

When a request is made to have access to personal data which we may hold, the procedure is as follows : -

The enquirer will be requested to apply in writing for the information which he seeks. That written request should be addressed to the Managing Partner, David Walker.
Upon receipt of the written request, it will be immediately acknowledged.
There will then be a review of the request in order that there is sufficient information contained within to identify the enquirer and that they are who they purport to be. Due to the legal nature of work which we undertake, there may be instances where disclosure of data is inappropriate and exempt, with reference to Schedule 7 of the Act. If it is agreed that disclosure is warranted, then an administration fee, not exceeding £10.00, may be sought. If disclosure is exempt, then the data subject will be accordingly advised.
Where disclosure is warranted and the administration fee has been received, then the enquirer will receive a legible, comprehensible account of the personal information held on file by us. With the co-operation of the data subject, we shall achieve this within the forty day period as prescribed by the Data Commissionaire.
With reference to CCTV recordings, a copy of a portion or scene of video will be forwarded to the enquirer if they are able to identify themselves to the data controller so that there is no doubt that the enquirer is the person depicted on the video. If there is any other person or individual within the same scene, the enquirer exercising his right will only receive a copy of the scene if he is willing to pay the costs to have the non-relevant party edited for the scene. This would involve an outside contractor and possibly considerable expense.

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Non-payer’s Charter

You are entitled to expect our Firm

To Be Fair

By treating everyone with respect and courtesy.
By administering the collection of your arrears of Local Government Taxes impartially.
By adhering to the Enforcement Procedures as contained in the relevant legislation, with particular regard to the Debtors (Scotland) Act 1987 and the Debt Arrangement and Attachment (Scotland) Act 2002.
By expecting you to pay only the sums due as determined by your Council, however we reserve the right to charge all Sheriff Officer diligence expenses lawfully due should you fail to adhere to or refuse to enter into an instalment arrangement.

To Help You

By being courteous at all times.
By assisting you in completing our Financial Questionnaire Forms.
By providing advice on the most cost effective way to settle your arrears depending on your
personal circumstances.
By providing you with practical and technical advice and information whenever possible.

To Provide An Efficient Service

By keeping your private affairs strictly confidential.
By providing accurate information when requested.
By replying to your requests and correspondence promptly.
By using personal information provided by you, members of your household and the Council and retained on our Computer System only as provided for by the current Data Protection Legislation.

To Be Accountable For What We Do

By setting the highest possible standards for every person employed by our Firm.

In Return, We Need You

To be honest.
To supply us with accurate information.
To be courteous when dealing with our members of staff.
To provide us with accurate information concerning your circumstances.
To adhere to any mutually agreed instalment arrangement.
To endeavour to settle your outstanding arrears as quickly as possible.

If you are not satisfied

We would welcome your comments and we shall attempt to resolve any complaints.

Please address any complaints to:

THE REVENUES COLLECTION PARTNER,
WALKER LOVE,
16 ROYAL EXCHANGE SQUARE,
GLASGOW
G1 3AB.

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Methods of Payment

A variety of payment methods are available in order to make it easier and more convenient for our customers.

Online payment facilities are available using Switch, Delta, Visa, Solo or Mastercard debit/credit cards

Telephone Payments can also be made by Switch, Delta, Visa, Solo, Maestro or Mastercard debit/credit cards.

Payments can also be made at any of our local office counters.

Standing Order payment facilities are also available and deductions will be made from your bank or building society account giving you peace of mind.

Girobank swipe card payment facilities are also available enabling customers to make payments at any UK Post Office.

Payments may be sent by post, however, receipts will not be issued unless a stamped addressed envelope is provided.

WE CANNOT STRESS ENOUGH THAT MAKING A PAYMENT ARRANGEMENT IS THE BEST WAY TO AVOID FURTHER ACTION AND COST.

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