Terms of use

Privacy notice - website

Background

 

Doran Scott Williams understands your privacy is important and you care about how your personal data is used. We respect and value the privacy of all of our Associates and Clients and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

1. Information About Us

 

Doran Scott Williams and Company Limited, whose registered office is:  9 Thorne Road, Doncaster, DN1 2HJ,

registered number 03803848, and trading address is DSW House, Unit 3 Hayfield Business Park, Auckley, Doncaster, DN9 3FL hereinafter will be referred to as DSW.

 

2. What Does This Notice Cover?

 

This Privacy Information explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.

3. What is Personal Data?

 

Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the 'GDPR') as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

 

Personal data is any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

 

The personal data that we use is set out in Part 5, below.

4. What Are My Rights?

Under the GDPR, you have the following rights, which we will always work to uphold:

 

  • The right to be informed about our collection and use of your personal data. This Privacy Notice should    tell you everything you need to know, but you can always contact us to find out more or to ask any            questions using the details in Part 11

  • The right to access the personal data we hold about you. Part 10 will tell you how to do this

  • The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 11 to find out more

  • The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we have. Please contact us using the details in Part 11 to find out more.

  • The right to restrict (i.e. prevent) the processing of your personal data.

  • The right to object to us using your personal data for a particular purpose or purposes.

  • The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases

  • Rights relating to automated decision-making and profiling. We do not use your personal data in this way

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 11.

 

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

 

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

5. What Personal Data Do You Collect?

When you visit our website, we automatically collect the following types of personal information:

  • Technical information, including the internet protocol (IP) address used to connect your device to the internet, browser type and version, time zone setting, browser plug-in types and versions and operating systems and platforms

 

  • Information about your visit to the websites, including the uniform resource locator (URL) click-stream to, through and from the website (including date and time), services you viewed or searched for, page response times, download errors, length of visits to certain pages, referral sources, page interaction information (such as scrolling and clicks) and methods used to browse away from the page

We collect and use your personal information by using cookies on our website – please see our Cookie Notice.

In addition, we may collect some all of the information when you directly supply it to us. This may include some or all the following depending on your relationship with us:

  • Contact details

  • Date of birth

  • CV, biography and details of skills and qualifications

  • Company Registration Number

  • VAT Number

6. How Do You Use My Personal Data?

Under the GDPR, we must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. Depending upon your relationship with us, your personal data may be used for one of the following purposes:

 

  • Associates: Providing potential clients with information including your CV, Biography, Qualifications and Experience to allow you to be considered for assignments.

  • Associates & Clients:

       Supplying our services to you. Your personal details are required in order for us to enter into a contract             with you, pay you and carry out due diligence.

       Communicating with you. Supplying you with information about opportunities or services by email, post,         telephone and other electronic methods.

 

You will not be sent any unlawful marketing or spam if you have indicated that you do not wish to receive this. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.

7. How Long Will You Keep My Personal Data?

We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Your personal data will therefore be kept while you wish to remain an Associate, Client or Potential Client of DSW and for up to 1 year after such time.

8. How and Where Do You Store or Transfer My Personal Data?

 

Ordinarily we will only store or transfer your personal data within the European Economic Area (the 'EEA'). The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein. This means that your personal data will be fully protected under the GDPR or to equivalent standards by law.

 

Please contact us using the details below in Part 11 for further information about the particular data protection mechanism used by us when transferring your personal data to a third country.

9. Do You Share My Personal Data?

 

We do not share, sell or rent your personal information to third parties for marketing purposes. We may, however; disclose your personal information to selected third parties in order to achieve the purposes set out in this Notice.

 

In particular, if you have registered as an Associate we may share your CV, biography and details of skills and qualifications with prospective clients in order to represent you.

 

If any of your personal data is required by a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 8.

 

If any personal data is transferred outside of the EEA, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the GDPR, as explained above in Part 8.

 

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

10. How Can I Access My Personal Data?

 

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a 'subject access request'.

 

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 11.

 

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

 

We will respond to your subject access request within one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

11. How Do I Contact You?

 

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details:

Postal Address:

DSW House

Unit 3 Hayfield Business Park

Field Lane

Auckley

Doncaster

DN9 3FL

Telephone:

01302 760 008

Email:

admin@dsw.uk.net

12. Changes to This Privacy Notice

 

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

 

Any changes will be made available to you via email.

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Modern slavery statement

Modern Slavery and Human Trafficking Statement 2018

 

Policy Statement

 

Modern slavery is a crime resulting in an abhorrent abuse of the human rights of vulnerable workers. It can take various forms, such as slavery, servitude, forced or compulsory labour and human trafficking, all of which deprive a person of their fundamental rights and liberties, in order to exploit them for personal or commercial gain.

DSW has a zero-tolerance approach to modern slavery and is committed to acting ethically and with integrity and transparency in all of its business dealings and relationships and to implementing and enforcing effective systems and controls to ensure that modern slavery and human trafficking are not taking place anywhere within either its own business or in any of its supply chains, consistent with the Modern Slavery Act 2015. If evidence of modern slavery and human trafficking was discovered within our supply chain, we would expect to sanction and remove the associated supplier and re-educate all staff.

DSW expects the same standards from all suppliers, contractors and other business partners and, as part of its contracting processes, it includes specific prohibitions against the use of modern slavery.  DSW promotes high standards of employee welfare and expects all suppliers to hold themselves accountable for providing similarly high standards/ Our Anti-Slavery and Trafficking Policy sets out our responsibility as an ethical employer to ensure the organisation is compliant with legislation and is able to hold all contractors, suppliers and associates to account.

About Us & Our Business

DSW provides leading consultancy and learning services to blue-chip businesses in the UK and Europe, across three principal areas: DSW Consultants, DSW Digital and DSW Apprenticeships. DSW works with organisations to deploy and train individuals, providing bespoke solutions to resolve business issues and deliver innovative learning and development programmes.

DSW is a responsible employer which is committed to tackling modern slavery. We have effective systems and controls to diligently ensure modern slavery is not present within its supply chain. The organisation operates with transparency and integrity in all business relationships and would seek to eradicate unfair and unethical practices if these were found within our supply chain. This approach support’s DSW’s founding tenants of; integrity, honesty, innovation, incisive.

Policy & Risk Mitigation

Despite being a low-risk organisation operating within a low-risk industry – training and consultancy – DSW remains vigilant.

As part of DSW’s commitment to identify and mitigate risk we will implement the following measures:

  • Rigorous and regular assessment of all current and future suppliers to assess and mitigate any risk in relation to human trafficking, modern slavery and unethical practice;

  • Staff training where appropriate.

This statement is made under section 54(1) of the Modern Slavery Act 2015 and constitutes DSW’s slavery and human trafficking statement for the financial year, ending December 31st 2018.

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Cookies notice

This site uses cookies – small text files that are placed on your machine to help the site provide a better user experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics. As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser. We suggest consulting the Help section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers.

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Complaints & appeals policy & procedure

Note: A copy of the following policy and Appendices referenced throughout can be downloaded here.

 

Introduction

Complaints

DSW aims to deliver apprenticeship training and End Point Assessments of the highest possible standard, which exceed the expectations of apprentices, employers, training providers and the Education and Skills Funding Agency alike.

 

Our day to day activities are governed by a set of robust internal service standards and we work hard to deliver services within this generic framework, whilst often agreeing bespoke standards with our clients to recognise their unique requirements.

 

Any expression of dissatisfaction with our service is considered a complaint. Complaints should be seen as an opportunity to improve the way we do things and demonstrate our commitment to apprentices, their employers and other stakeholders – they are a means by which we can maintain and build relationships with those we work with.

 

Our policy is to:

 

  • Utilise a straightforward complaints procedure designed to be comprehensive but easy to use for both those expressing dissatisfaction and the DSW staff dealing with the complaint

  • Provide a specific complaints telephone number and email address for use by apprentices and their employers

  • Treat all complainants fairly, professionally and with integrity

  • Ensure DSW’s team knows what a complaint is and what to do if one is received

  • Ensure all complaints are investigated fairly, fully and in a timely way

  • Provide a route that enables a complainant to escalate the issue if not satisfied with the original decision

  • Log all complaints received and undertake root cause and trend analysis to ensure that complaints are used as drivers of positive change in process

Appeals

When we decide not to award an apprenticeship, full details of why are provided to the apprentice, their employer and the training provider – these will include the remedial activities that the apprentice should carry out in order to subsequently satisfy the end-point assessment requirements.

 

Following an unsuccessful end-point assessment an apprentice can appeal against the decision not to award the apprenticeship.  This policy details the procedure to be followed should an appeal be received.

 

Responsibility

 

Overall responsibility for the effective operation of this policy falls with the Apprenticeship Director / Senior Manager.

 

Receiving a Complaint

 

What is a complaint?

 

A complaint is any expression of dissatisfaction made verbally or in writing / by email, about any aspect of our apprenticeship operation which has caused distress, inconvenience or the loss of money or other asset. 

 

This policy does not cover complaints by staff, who instead should refer to DSW’s Grievance, Disciplinary and Whistleblowing policies.

 

The nature and complexity of a complaint will determine the exact methodology to be used in its investigation and resolution but the following principles will apply in all cases:

 

Note: Although overall responsibility for the effective operation of DSW’s Complaints Policy falls with the Apprenticeship Director / Senior Manager, the investigation and settlement of individual complaints can be delegated to other member of DSW’s apprenticeship team.

Received by Telephone

 

Step 1 - The person who receives the call should:

 

  • Thank the caller for bringing the matter to our attention and make BRIEF but COMPREHENSIVE notes about the complaint, utilising the Complaint Log (Appendix A)

  • Take the caller's name and contact number and ask when it is convenient to call them back

  • Tell the caller that the issue will be referred to who will arrange for someone to call them back within 24 hours

  • Refer the issue to the Apprenticeship Director / Senior Manager who will decide who is best placed to make the return call

 

Step 2 - The person making the return call should:

 

  • Ensure a basic understanding of the issue(s) raised by the complainant

  • Call the complainant back within 24 hours of receipt of the complaint

  • Fully understand the nature of the complaint by asking appropriate probing questions

  • Agree with the complainant the next steps, including the type of investigation to be undertaken, a contact point within DSW and the time / date / method of next contact

  • Confirm the proposed actions and timescales by email or post (as agreed above) to the complainant

  • Update the Complaint Log

  • Report the actions taken to the Apprenticeship Director / Senior Manager who will monitor progress  

 

Step 3 - The person investigating the complaint (who will usually be the person making the return call described in Step 2) should:

 

  • Ensure a complete understanding of the nature of the complaint

  • Fully investigate the complaint, utilising all available internal records relating to the issue(s) raised

  • Comply with the agreed next steps and the time / date / method of next contact

  • Inform the complainant (by email or post as previously agreed) of the actions carried out in the course of the investigation and the findings / outcome

  • If the complaint has not been fully investigated or cannot be fully resolved in accordance with the original timescales, explain why additional time is required and inform complainant when further contact can be expected (this time period must be shorter than the timescales agreed for original investigation)

  • Update the Complaint Log

  • Report the actions taken to Apprenticeship Director / Senior Manager who will continue to monitor progress 

 

Step 4 - When the investigation is complete, the person investigating should:

 

  • Submit the completed file to the Apprenticeship Director / Senior Manager for sign off of the decision

  • Inform the complainant (by email or post as previously agreed) of the actions carried out in the course of the investigation and the findings / outcome

  • Advise the complainant of the final decision reached, and why

  • Inform the complainant of the escalation procedure if they are not satisfied with the outcome

  • Invite the complainant to contact us if they require further information

  • Update the Complaint Log

Received by Email

 

Step 1 - The person who receives the email should:

 

  • Immediately bring the email to the attention of the Apprenticeship Director / Senior Manager who will decide on an appropriate response and:

  • Instigate the response (from the person who will be investigating the issue(s)) and open a Complaint Log (Appendix A). 

 

As a minimum the response should:

 

  • Acknowledge receipt of the email

  • Thank the sender for bringing the matter to our attention

  • Request any further information required to enable a full investigation to take place

  • Indicate the next steps and timescales involved

  • Include a request for confirmation that our proposed actions and timescales are acceptable to the complainant

  • Report the response to the Apprenticeship Director / Senior Manager who will monitor progress

 

Step 2 - The person investigating the complaint (who will usually be the person who responds to the original email described in Step 1) should:

 

  • Ensure a complete understanding of the nature of the complaint

  • Fully investigate the complaint, utilising all available internal records relating to the issue(s) raised

  • Comply with the agreed next steps and the time / date / method of next contact

  • Inform the complainant (by email or post as previously agreed) of the actions carried out in the course of the investigation and the findings / outcome

  • If the complaint has not been fully investigated or cannot be fully resolved in accordance with the original timescales, explain why additional time is required and inform complainant when further contact can be expected (this time period must be shorter than the timescales agreed for original investigation)

  • Update the Complaint Log

  • Report progress to the Apprenticeship Director / Senior Manager who will monitor progress

 

Step 3 - When the investigation is complete, the person investigating should:

  • Submit the completed file to the Apprenticeship Director / Senior Manager for sign off of the decision

  • Inform the complainant (by email or post as previously agreed) of the actions carried out in the course of the investigation and the findings / outcome

  • Advise the complainant of the final decision reached, and why

  • Inform the complainant of the escalation procedure if they are not satisfied with the outcome

  • Invite the complainant to contact us if they require further information

  • Update the Complaint Log

Received by Post

Step 1 - The person who receives the post should:

 

  • Immediately bring the letter to the attention of the Apprenticeship Director / Senior Manager who will decide on an appropriate response and:

  • Instigate the response (from the person who will be investigating the issue(s)) and open a Complaint Log (Appendix A). 

 

As a minimum the response should:

 

  • Acknowledge receipt of the correspondence

  • Thank the sender for bringing the matter to our attention

  • Request any further information required to enable a full investigation to take place

  • Indicate the next steps and timescales involved

  • Include a request for confirmation that our proposed actions and timescales are acceptable to the complainant

  • Report the response to the Apprenticeship Director / Senior Manager who will monitor progress

 

Step 2 - The person investigating the complaint should:

 

  • Ensure a complete understanding of the nature of the complaint

  • Fully investigate the complaint, utilising all available internal records relating to the issue(s) raised

  • Comply with the agreed next steps and the time / date / method of next contact

  • Write to the complainant describing the actions carried out in the course of the investigation and the findings / outcome

  • If the complaint has not been fully investigated or cannot be fully resolved in accordance with the original timescales, explain why additional time is required and inform complainant when further contact can be expected (this time period must be shorter than the timescales agreed for original investigation)

  • Update the Complaint Log

  • Report progress to the Apprenticeship Director / Senior Manager who will monitor progress

Step 3 - When the investigation is complete, the person investigating should:

 

  • Submit the completed file to the Apprenticeship Director / Senior Manager for sign off of the decision

  • Write to the complainant to describe the actions carried out in the course of the investigation and the findings / outcome

  • Advise the complainant of the final decision reached, and why

  • Inform the complainant of the escalation procedure if they are not satisfied with the outcome

  • Invite the complainant to contact us if they require further information

  • Update the Complaint Log

Please note the following:

If the complaint is against the Apprenticeship Director / Senior Manager, it must be investigated by the Managing Director.

Timescales

Received by Telephone

In accordance with timescales agreed with the complainant.

 

Received by Email

 

Step 1 initial acknowledgement – within 1 working day of receipt.

Steps 2 and 3 – in accordance with timescales agreed with the complainant.

 

Received by Post

 

Step 1 initial acknowledgement – within 2 working days of receipt.

Steps 2 and 3 – in accordance with timescales agreed with the complainant.

 

Escalation Procedure

 

When providing the complainant with our final response to the issues they have raised we should inform them of their right to escalate the complaint should they not be completely satisfied with the outcome.  Should a complainant wish to take this step, the following escalation levels apply:

 

First Level Escalation – to the Apprenticeship Director / Senior Manager for further investigation of the complaint.  If the Apprenticeship Director / Senior Manager investigated the original complaint, escalation is to the Commercial Director / Manager.

 

If the complainant remains dissatisfied after First Level Escalation:

 

Second Level Escalation – to the Commercial Director / Manager.  If the Commercial Director / Manager has already investigated the complaint, escalation is to the Managing Director.

 

Receiving an Appeal

Should we receive an appeal against a decision not to award an apprenticeship, an Apprenticeship Appeal form (Appendix B) should be provided to the apprentice within 24 hours of the appeal being received.

 

Once the appeal form is received back, the appeal will be investigated by DSW’s Apprenticeship Project Manager / Lead Assessor and a formal decision provided to the apprentice, their employer and the Training Provider within 10 working days.

 

Should the apprentice not accept the decision of the Apprenticeship Project Manager / Lead Assessor, escalation of the appeal should be to the Apprenticeship Director / Senior Manager, who will carry out a review of the investigation, request further information from the apprentice as appropriate and communicate their final decision within a further 10 working days.

 

The document used by DSW to manage the investigation of the appeal can be found in Appendix C.

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Special Consideration Request Form

Please download here

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Reasonable Adjustments and Special Considerations Policy

Please download here

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Find us

Get in touch

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DSW House, Unit 3, Hayfield Business Park, Field Lane, Auckley, Doncaster, DN9 3FL 

+44 (0)1302 760 008

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info@dsw.uk.net     +44(0)1302 760 008

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