Unsubscribe
We are carrying out customer satisfaction research with our valued customers to improve the service we provide to you. However, if you (defined below) text back ‘stop’ you will not be included in this specific survey now or in future and we (defined below) and Savanta (defined below) will keep a record of that.
Introduction
Liverpool Victoria Financial Services Limited, registered in England with Registration number 12383237 whose registered office is at County Gates, Bournemouth, BH1 2NF and its subsidiary companies (“LV=, we, us or our”). These Terms are produced and maintained by LV= and govern your involvement in the SMS survey.
The SAVANTA GROUP LIMITED (Company Number: 281352.) whose registered office address is at C/O Bellwether Green Limited, 225 W George St, Glasgow G2 2ND
References to "you" or "your" mean you as a recipient or participant of the SMS survey.
These Terms and Conditions were last reviewed 17th May 2024.
This SMS was sent to you by Savanta on our behalf. Savanta is an independent market research agency. You can verify that they are a bona fide company by calling the MRS (Market Research Society) on Freephone 0800 975 9596 or visiting the MRS website.
We are carrying out customer satisfaction research with our valued customers to improve the service we provide to you. However, if you text back ‘stop’ you will not be included in this specific survey now or in future and we and Savanta will keep a record of that. You can contact LV= with any questions, concerns or complaints in relation to this customer satisfaction survey at LV= Customer Insight Team, Frizzell House, County Gates, Bournemouth, BH1 2NF, or by email to [email protected].
Please view Savanta's current privacy policy.
What information do we and Savanta collect in the survey?
Information you give us if you respond via SMS to the survey and we will keep a record of when you responded.
How do we and Savanta use your information?
If you respond to the survey via SMS, Savanta will link your mobile number and the details of your call (e.g. number you called, LV= employee you spoke to, time and date of call) with your responses to the customer satisfaction survey. We, Savanta and our authorised third parties (see section “Do we share your information” below) use your information in two ways:
- Individually - to call you if you have indicated that you were dissatisfied with the outcome of a recent call with LV= and have indicated that you would like someone to call you back in the survey;
- for training, monitoring and quality assurance purposes to help ensure good customer interactions and to identify where customer interactions can be improved.
When using your information on an individual basis we may go back and listen to the original call you had with the LV= employee.
- Anonymously - we may anonymise information we collect from you in the survey. This anonymised information may then be combined with anonymised information from other survey participants to get an aggregated view of customer satisfaction.
We will never sell your information to third parties.
Do we share your information?
We share your information with Savanta as the administrator of the customer satisfaction survey. In future we may also use future administrators authorised by us.
Where and for how long do we and Savanta store your personally identifiable information?
We will store your information in a secure online portal run and managed by Savanta and accessed by LV= employees.
We will hold this for a period of TWELVE calendar months after the date you were sent the SMS survey. After this point we and Savanta will permanently and securely delete any information that links your response back to you meaning that all the information you have given us in the customer satisfaction survey will be anonymous.
For more information about how we may use your information
For more information on how we may use your information please see ‘How we may use your personal information’ here.
Contact Us
You can contact us with any questions, concerns or complaints in relation to this privacy policy at LV= Customer Insight Team, Frizzell House, County Gates, Bournemouth, BH1 2NF or by email to [email protected].