Code of Conduct

This code of conduct ensures that you are going to be treated in an honest and professional manner and any charges or commissions earned are fair and transparent for the work that is undertaken on your behalf.

Fees
Meercat Support Services agrees that they will charge fees in agreement with any contract entered into with a supplier or partner. Any increase in contractual fees will be agreed prior to any work being completed. Expenses incurred will be passed on to the contracted organisation, by prior agreement.
Meercat Support Services Ltd do not receive any commissions, charges or fees from any suppliers, and are fully independent, not favouring any supplier.

Staff Training and Sales
Meercat Support Services Ltd must demonstrate that all staff have gone through a robust recruitment and training process.
Any sales material will be written clearly and be honest and accurate.
Meercat Support Services Ltd agrees to not use misleading sales tactics, or exploit a person’s inexperience and will treat all clients with sensitivity and respect.
Meercat Support Services Ltd won’t use high-pressure sales techniques or mislead you into doing anything until you are 100% ready and confident to do so.

Relevant laws and regulations
As well as this code, Meercat Support Services Ltd will adhere to Supply License Condition 7a (appendix 1), Ofgem’s Standards of conduct, Data protection Act, Business Protection Regulations and Employment law.

Complaints
We hope that complaints never happen, but if you do wish to raise any issues, Meercat Support Services Ltd have a simple and effective system for handling complaints: Complaints should be directed to the Head of Meercat Support Services Ltd Khush Sodhi k.sodhi@meercatsupport.com, who will ensure it is dealt with quickly, and a resolution is reached. If the complaint needs to be escalated further contact the company CEO Andrew Childers andrew@meercatassociates.com.
At least once a year we will undergo a full audit to make sure Meercat Support Services Ltd are adhering to the code.

Breaches and sanctions
If Meercat Support Services ltd or any employees of Meercat Support Services ltd fails to comply with the code of conduct, it will be treated as a breach. In minor cases, such as administrative mistakes, written warnings will be issued with improvement notices for additional controls.
If systematic, or major breaches are discovered Meercat Support Services Ltd could be banned from receiving prices or entering into supply contracts, or in the worst cases be reported to the authorities.

Appendix 2: Meercat Support Services GDPR, Privacy and Electronic Marketing Policy
This privacy policy sets out the basis on which any personal information we may collect from you, or you provide to us, will be processed and used by us. It also describes how we use cookies and how you can manage them.
When we refer to “we”, “our” or “us” we are referring to Meercat Support Services Limited (Company No. 12925574 ) and its subsidiaries or any of them as the context so requires.
Any links from our website to other websites are provided merely for your convenience and do not imply our endorsement of the content or the provider. If you follow a link to any of these websites, you do so at your own risk and we do not accept any responsibility or liability for the content of such websites.
Meercat Support Services Limited is registered with the Information Commissioners Office.
Information we may collect from you
By registering for any of the products and services we offer, you are confirming to us that you understand and accept that your personal information may be used by us in the manner described below.
We may collect and process the following data about you:
information that you provide by filling in our forms or templates. This includes information provided at the time of subscribing to our products and services, posting material or requesting further products and services. Our consultants may also ask for information when discussing products or services.
If you contact us, we may keep a record of that correspondence (including email and phone number);
your name, address, telephone numbers, email address and other information which you supply to us;
we may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them;
details of transactions you carry out through our website and the fulfilment of those transactions; and
details of your visits to our website including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
Uses made of the information
We may use information held about you in the following ways:
to provide you with information, products or services that you request from us or which we feel may be of interest to you, where you have consented to be contacted for such purposes;
to carry out our obligations arising from any contract entered into between you and us or between you and any of our third party partners;

to audit the usage of our website;
for training purposes, quality assurance or to record details about the products and services you order from us;
to satisfy and meet our legal and regulatory requirements;
to notify you about changes to our products and services.
Unless prescribed by law, we will retain your personal information for no longer than is necessary for the purposes for which the personal information was collected or for which it is to be further processed by us.

Disclosure of your information
To carry out our services we may disclose your personal information to any of our third party partners.
We may disclose your personal information to third parties if we are under a duty to disclose or share your personal information in order to comply with any legal or regulatory obligation, or in order to enforce or apply our terms and conditions and other agreements; or to protect the rights, property, or safety of our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

How long do we keep hold of your information?
We hold on to your information for as long as is needed to be able to provide the agreed services to you, or for as long as is necessary to provide information on the products or services available to you.
If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions.

Data Storage and Security Systems
Meercat Support Services limited stores all personal data securely on either CRM cloud storage systems or its own internal storage systems. All our cloud storage is kept in EU based or EU GDPR compliant data centres which are managed with sophisticated high-level security systems. These storage services have their own data protection policies which we can provide you with on request. We choose storage providers with excellent security policies and systems to ensure minimal risk of data breaches and unauthorised access.

IP addresses
We may collect information about your computer, including where available your IP address, operating system and browser type for system administration. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.
Cookies Policy
We use “cookies” in order to personalise your visit to our website and enhance your experience by gaining a better understanding of your particular interests and customising our pages for you. A cookie is a message given to a web browser by a web server and which is then stored by the browser in a text file. Each time the browser requests a page from the server this message is sent back which enables the user’s computer to be identified.
We may use the information provided by cookies to analyse trends, administer our website, or for research and marketing purposes to help us better serve you. No information which personally identifies you will be collected through the cookies. If you like, you can set your browser to notify you before you receive a cookie so you have the chance to accept it and you can also set your browser to turn off all cookies.
Please note that some aspects of our website may not be fully functional should you choose for cookies not to be used.

Your rights
You have a right of access to personal information which we may hold about you (we may charge a small administrative fee for this). To have inaccurate information about you corrected or to request we stop using your personal information for marketing purposes. To erase all data we hold, we will do so providing we do not have a compelling reason to do so. All access requests should be put in writing and addressed to The Data Collector, Meercat Support Services, Brook Cottage, 1 West Common, Lindfield, West Sussex RH16 2AE

Privacy and electronic marketing

Electronic mail
This policy covers electronic mail marketing applying to any message that consists of text, voice, sound or images, eg email, voicemail, SMS and messaging apps.
We do not carry out any marketing by electronic mail to individuals. Our business model is purely business to business or business to organisation.

Email marketing to organisations
If we send marketing to organisations, we must include the name of our business in the email and provide a valid address where opt-out requests can be sent. If however we have an email address which is ‘personal data’, for example name.surname@company.co.uk, the individual employees of that organisation still have the right to prevent that email address being used for direct marketing, and will be provided with an opt out option.

Telephone marketing
We do not make unsolicited calls to organisations or businesses who have told us they do not want our calls. To comply with PECR we screen the list of numbers we intend to call against the TPS and CTPS register.

Contact information
Our data protection officer is responsible for overseeing what we do with your information and monitoring our compliance with data protection laws. If you have comments or any questions about our your personal data or our Privacy Policy please contact andrew@meercatassociates.com