Suttons Stairlifts Terms, Conditions, Privacy and Complaints Procedure

Our contact details are as follows:

Tel: 01749 346900
office@suttonsstairlifts.co.uk

Suttons Stairlifts Limited
The Works
Board Cross
Shepton Mallet
Somerset BA4 5DX

Terms and conditions of use of our website.

Suttons Stairlifts is registered in the United Kingdom and is concerned to help you to retain control over your personal data while simultaneously exploiting the advantages of an interactive commercial environment. We aim to provide our website visitors with a tailored web experience. By learning about you, we believe we can deliver more relevant content and provide you with a better service. You may be invited to supply personal information, particularly when you are seeking a special and/or personalised service. Supply of such personal information is optional, although, without it, certain services normally offered through electronic medium may be unavailable. Suttons is committed to protecting and respecting your privacy.

This Privacy Statement sets out our privacy policy and explains what we do with the personal information that we collect from our users. Please read the following to understand our views and practices regarding personal information, and how they pertain to you as you use our various features and services. This statement discloses the current privacy practices for our website. If we make any substantive changes to this policy, we will announce these on our site. If you have any questions or concerns regarding this statement, you should contact us either by email, telephone or letter at the number or address shown above.

Privacy Statement

What information will we gather about you?

Suttons Stairlifts collects certain information about visitors to its website which it uses to help it provide a website and service that is useful. We may collect and process the following data about you:

• Information that you provide by filling in forms on our site  www.suttonsstairlifts.co.uk
• This includes information provided at the time of posting material or requesting further services.
• If you contact us, we may keep a record of that correspondence.
• Details of your visits to our site and the resources you access.

Cookie information on Suttons Stairlifts

Cookies are small pieces of information which we put on your computer and are then stored on your computer, tablet or mobile phone whilst you are browsing. These cookies allow us to distinguish you from other users of our website, helping us to provide you with a better experience during your visit and allowing us to improve our site. The cookies that we use are for analytics. They allow us to recognise and count the number of visitors and see how visitors interact with the site. This enables us to ensure that users are finding the information that they are looking for more effectively.

Suttons will not use cookies to collect personally identifiable information about you.

However, if you wish to restrict or block the cookies which are set when visiting the Suttons Stairlift website, or indeed any other website, you can do this through your browser settings. The help function within your browser should tell you how.

Alternatively, you may wish to visit www.aboutcookies.org which contains comprehensive information on how to do this on a wide variety of browsers. You will also find details on how to delete cookies from your computer as well as more general information about cookies. For information on how to do this on the browser of your mobile phone, you will need to refer to your handset manual.

Please be aware that restricting cookies may impact on the functionality of the site and your user experience.

You can’t be identified from these cookies and all information is anonymous. We only use these cookies to improve the functionality of our website.

The cookies we use on our site are listed below:

Cookies set by third party sites

To support our site and the information we are posting, we sometimes embed photos and video content from websites such as YouTube. As a result, when you visit a page with content embedded from, for example, YouTube, you may be presented with cookies from these websites. Suttons Stairlifts does not control the dissemination of these cookies. You should check the relevant third-party website for more information about these.

Where will personal information about you be stored?

The information that you provide to us will be transferred to and stored by Suttons Stairlifts. By supplying such information, you consent to the above transfer and storage. Suttons Stairlifts takes steps to ensure that your information is treated securely to try and prevent unauthorised access and in accordance with this Privacy Policy.

Additionally, your personal data will only be stored for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

How will personal information about you be used by us?

Personal information about visitors to our website may be used for one or more of the following purposes:

• To improve the content of our web pages.
• To customise the content and/or layout of our web pages for an individual visitor.
• To notify visitors about updates to our website.
• To contact consumers for Suttons marketing purposes.
• To provide visitors with information, products or services that visitors request from us or one of the associated companies in the Handicare group or which we feel may interest them, and where visitors have consented to be contacted for such purpose.
• To allow visitors to participate in interactive features of our service when they choose to do so.
• To share with associated companies of Suttons Stairlifts and within the Handicare network of distributors and dealers for commercial purposes.
• To support your customer relationship with us.

We may share personal information with parties both in and outside of your home jurisdiction, and as result, we may transfer the information described in this policy to, and process and store it in, countries outside the European Union (“EU”) or European Economic Area (“EEA”), some of which may have less protective data protection laws than your country. If this would be the case, we will take appropriate measures to protect your personal information in accordance with this policy, primarily by using so called standard data protection clauses adopted by the European Commission. Outside the above, we will not disclose your personal information to any person, firm or company without first obtaining your prior written consent to do so. If you do not wish us to use your personal information for one or more of the above purposes, please let us know by contacting us by letter, telephone or email at the contact address or telephone number given above.

Will the personal information about you held by us be used for direct mailings?

If you request contact from Suttons Stairlifts about our products and services a Suttons Stairlifts representative may contact you in order to ascertain whether you require a free consultation. Once you have received the free consultation we will only contact you if you require us to do so. Suttons firmly believe in operating a “no-pressure” selling policy, leaving you with all the information you require and letting you make your decision in your own time. Should we sell a stairlift to you we may contact you by post or email to remind you that an annual stairlift service and safety check is due. We may also contact you by email (if provided) to check that you are pleased with the installation and we may ask if you would be happy to provide a review. This would be a one-time only contact and is the only time direct mailings are used.

If you do not want to receive such mailings or wish us to cease sending these to you, please let us know by email, telephone or letter at the above number or address. We will endeavour to remove your personal information from any lists held by us as soon as reasonably practicable.

How can you correct or revise the personal information we hold about you?

If you want us to correct or change any personal or other information held by us, please let us know by email, telephone or letter at the above number or address.

You may also request erasure or portability of your personal data at any time.

Warning

While we take reasonable steps to safeguard your personal information from unauthorised access, you should recognise that email and other electronic transmissions are insecure.

Accordingly Suttons Stairlifts, nor its associated companies, nor any distributor nor dealer within the Handicare network of distributors and dealers warrant, guarantee or undertake that any transmission will not be intercepted and/or read by an unauthorised person.

Your rights

Our site may contain links to and from the websites of associated companies of Suttons Stairlifts or our network of distributors and dealers. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Suttons Stairlifts (we, us) conditions

These conditions do not affect your legal rights.

1. Deposit

Because we will start incurring costs when ordering a bespoke rail for a curved stairlift we request that you pay a deposit when you place an order. The deposit amount is clearly noted on your invoice. Please be aware that deposits are non-refundable in the event that you change your mind. Please see Cancellations below. 

 2. Cancellations

Please be advised you have a fourteen day (calendar days) ‘cooling off’ period in which to change your mind concerning this agreement and cancel if you wish to do so. Please note for bespoke items such as a curved track there may be charges incurred, namely the deposit amount noted in 1. Above.  

This right to cancel can be exercised by delivering, or sending (including by electronic mail methods) notice of your cancellation to us at any of the contact details below within 14 days starting with the date of receipt of this notice of the right to cancel this contract. Please be advised that notice of cancellation will be deemed to be served as soon as it is posted or sent to ourselves and in the case of electronic mail from the day it is sent to us. Please be advised that we may begin preparation of the stairlift goods for you as soon as the order is placed (unless specifically requested not to do so by yourselves) in order to obtain you the quickest installation time possible – please see term and condition 1. of our terms & conditions entitled deposit. You may be required to pay for goods and services supplied in our performance of the contract, if performance has begun with your prior agreement before the end of the cancellation period.  

We may make a reasonable deduction as regards parts of our product that are made to a customer’s specification or which are clearly personalised.  That is we may make a deduction in respect of parts and components that are bespoke, tailored made or made to measure, so as to satisfy your particular order and its specifications.   Further we may begin preparation of the product for you as soon as the order is placed (unless specifically requested by you not to do so) in order to obtain for you the quickest installation time possible.  Additionally if you have requested us to provide any services (such as survey visits or installation services) during the cancellation period, then we may require you to pay us an amount for the services supplied up until the time you informed us of your decision to cancel. 

If you cancel the contract, we will reimburse to you all payments received from you, including the costs of delivery. We may make a deduction from the reimbursement for the loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make reimbursement without undue delay, and not later than (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day your provide evidence that you returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we were informed about your decision to cancel this contract. We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We will collect the goods at our own expense and you are only liable for any diminished value of the Goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Goods. If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract. 

(a) EXPRESS REQUEST FOR COMMENCEMENT IN THE CANCELLATION PERIOD 

If you have agreed in writing or verbally that work will commence before the cancellation period expires, and you subsequently cancel in accordance with your rights, you are advised that reasonable payment will be due for any work carried out. You are asked to confirm in writing that work may commence before your cancellation period expires. 

(b) CIRCUMSTANCES EXCLUDING CANCELLATION 

The following cannot be cancelled or returned: 

 (i) The supply of goods that are made to consumer’s specifications or are clearly personalised. 

(ii) Bespoke items such as rails for curved stairlifts which are made to measure for a client’s home. 

 3. Stairlift Ownership

 We retain ownership of the goods until all monies have been paid. 

 4. Removal of Stairlift When No Longer Needed

We will remove the stairlift free of charge if removal is requested within 1 year of installation. Removals over 1 year of installation will incur a small removal fee. This information will be imparted to you during the survey. 

 5. Stairlift Rental

The following terms and conditions apply to rental stairlifts supplied by Suttons Stairlifts.  

1. Installation of the stairlift is subject to a survey and user assessment. 
2. Suttons Stairlifts will not be held responsible for any issues caused by the stairlift user or their representative failing to supply true and accurate information during the survey and user assessment. 
3. An accurate quotation can only be supplied once a survey has been completed. 
4. The installation charge is non-refundable. There is no charge to remove the stairlift. 
5. The monthly rental cost and the installation charge will be clearly stated on the invoice. 
6. The monthly rental cost will be held for a period of 12 months from the date of installation. After this period, at the discretion of Suttons Stairlifts this cost may be increased at the current rate of inflation or increased to reflect changes in material, labour or operating costs. 
7. The buyer will contact their bank to arrange a monthly Standing Order using the details provided on the invoice. Suttons Stairlifts are unable to accept monthly payments by cheque, cash or BACS.
8. Servicing, maintenance and repairs are included during the rental period with the following exceptions: 
   • Abuse.
   • Misuse.
   • Neglect by the owner or any third party.
   • Theft.
   • Fire.
   • Flood.
   • Costs arising from not following our or the manufacturer’s instructions.
   • Costs arising from false call-outs, for example keys or switches turned off, lift left off charge point.
9. Where the fault is caused by the exclusions above, call out and labour charges will apply at Suttons Stairlifts current rate. 
10. The buyer accepts these terms and conditions, which apply in addition to Suttons Stairlifts standard Terms and Conditions, as supplied.  

6. Installation

We will always attempt to install the stairlift as arranged with you. When we make arrangements for installation we are as careful as possible to inform you of accurate dates, but we are not in a position to guarantee these dates. Failure by us to install at a pre-arranged date will not give you the right to cancel the order. 

 7. Stairlift Guarantee

The stairlift you have ordered comes with a 12 month or 24 month guarantee, depending on whether you purchase a new or refurbished stairlift. This starts from the date the stairlift is installed by us.

This guarantee covers the cost of replacement parts and labour for any fault caused by manufacture or installation. The stairlift may be repaired or replaced at our discretion. The standard warranty cover provided on your stairlift is not backed by an insurance provider and is wholly maintained by the Suttons Stairlifts and/or the manufacturer. 

8. Preparation Work

Please note that all preparatory works are costed with basic knowledge. If there are any considerations in terms of safety for installation made by a qualified contractor any additional costs will be discussed prior to works being carried out and permission will be sought. We do advise all customers that they are entitled to employ the services of their own tradesperson if this is preferential to carry out any of the works needed for installation. 

9. Balance

 Payment will be expected after satisfactory installation. 

10. Complaints Policy

At Suttons Stairlifts we are committed to providing a high standard of service to you and all of our customers and we want you to be entirely satisfied with the service you receive from us. Informing us when you are unhappy with the service you experience gives us the opportunity to put matters right for you and improve our service in the future for all our customers. The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve. 

Should you have reason to raise a complaint about any of our products or service levels you should follow our standard complaints procedure. Details as follows: 

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting. 

In the first instance, contact Suttons Stairlifts by telephone. You can reach us on 01749 346900 or email office@suttonsstairlifts.co.uk

If you feel that your complaint is not being dealt with effectively, then you can escalate your complaint in writing to the manager, to the following address:  

Suttons Stairlifts Limited 

The Works 

Board Cross 

Shepton Mallet 

Somerset 

BA4 5DX
 

Business Complaint Procedure 

On receipt of your complaint the business aims to respond within 5 days. 

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days. 

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint. 

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. 

If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. 

You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution. 

When communicating with us we will aim to deal with your queries or complaints as quickly and as efficiently as possible, for clarity, our standard response times are as follows: 

Post – We aim to respond to letters within 3 working days of receipt. 

Email – We aim to respond to all emails within 1 working day of receipt. 

Telephone – To resolve any questions or queries you may have during the call or by an agreed timescale. 

If at any point you find that you are unable to reach an agreement with Suttons Stairlifts, then you may choose to pursue dispute resolution with an independent arbitrator.  

Should you feel we have inappropriately handled your personal data at any time, you should contact the ICO (Information Commissioners Office)