Key details

This website privacy policy describes how Radio Newquay and Media Ltd. protects and makes use of the information you give the company when you use this website.

If you are asked to provide information when using this website, it will only be used in the ways described in this privacy policy.

This policy is updated from time to time. The latest version is published on this page.

This website privacy policy was updated on: 17th November 2017.

If you have any questions about this policy, please email info@radionewquay.com or write to: Radio Newquay, Morfa Hall, Oakleigh Terrace, Newquay, TR7 1ST

Our details

Radio Newquay and Media Ltd

Radio Newquay, Morfa Hall, Oakleigh Terrace, Newquay, TR7 1ST

We are a limited UK company with the registration number: 10879649

Introduction

We gather and use certain information about individuals in order to provide products and services and to enable certain functions on this website.

We also collect information to better understand how visitors use this website and to present timely, relevant information to them.

What data we gather

• We may collect the following information:
• Name and job title
• Contact information including email address
• Demographic information, such as postcode, preferences and interests
• Website usage data
• Other information relevant to client enquiries
• Other information pertaining to special offers and surveys

How we use this data

Collecting this data helps us understand what you are looking from the company, enabling us to deliver improved products and services.

Specifically, we may use data:

• For our own internal records.
• To improve the products and services we provide.
• To contact you in response to a specific enquiry.
• To customise the website for you.
• To send you promotional emails about products, services, offers and other things we think might be relevant to you.
• To send you promotional mailings or to call you about products, services, offers and other things we think might be relevant to you.
• To contact you via email, telephone or mail for market research reasons.

As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the sites functionality.

For more general information on cookies see the Wikipedia article on HTTP Cookies.

How We Use Cookies

We use cookies for a variety of reasons detailed below. Unfortunately in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.

Disabling Cookies

You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of the this site. Therefore it is recommended that you do not disable cookies.

The Cookies We Set

This site offers newsletter or email subscription services and cookies may be used to remember if you are already registered and whether to show certain notifications which might only be valid to subscribed/unsubscribed users.

From time to time we offer user surveys and questionnaires to provide you with interesting insights, helpful tools, or to understand our user base more accurately. These surveys may use cookies to remember who has already taken part in a survey or to provide you with accurate results after you change pages.

When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.

Third Party Cookies

In some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.

For more information on Google Analytics cookies, see the official Google Analytics page.

From time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site whilst ensuring we understand which optimisations our users appreciate the most.

As we sell products it’s important for us to understand statistics about how many of the visitors to our site actually make a purchase and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price.

The Google AdSense service we use to serve advertising uses a DoubleClick cookie to serve more relevant ads across the web and limit the number of times that a given ad is shown to you.

For more information on Google AdSense see the official Google AdSense privacy FAQ.

We use adverts to offset the costs of running this site and provide funding for further development. The behavioural advertising cookies used by this site are designed to ensure that we provide you with the most relevant adverts where possible by anonymously tracking your interests and presenting similar things that may be of interest.

In some cases we may provide you with custom content based on what you tell us about yourself either directly or indirectly by linking a social media account. These types of cookies simply allow us to provide you with content that we feel may be of interest to you.

Several partners advertise on our behalf and affiliate tracking cookies simply allow us to see if our customers have come to the site through one of our partner sites so that we can credit them appropriately and where applicable allow our affiliate partners to provide any bonus that they may provide you for making a purchase.

We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, Twitter, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.

More Information

Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site.

However if you are still looking for more information then you can contact us through one of our preferred contact methods. This Cookies Policy was created with the help of the CookiePolicyGenerator.com

Controlling information about you

When you fill in a form or provide your details on our website, you will see one or more tick boxes allowing you to:

• Opt-in to receive marketing communications from us by email, telephone, text message or post.
• Opt-in to receive marketing communications from our third-party partners by email, telephone, text message or post.

If you have agreed that we can use your information for marketing purposes, you can change your mind easily, via one of these methods:

• Send an email to info@radionewquay.com
• Write to us at: Radio Newquay, Morfa Hall, Oakleigh Terrace, Newquay, TR7 1ST

We will never lease, distribute or sell your personal information to third parties unless we have your permission or the law requires us to.

Any personal information we hold about you is stored and processed under our data protection policy, in line with the Data Protection Act 1998.

Security

We will always hold your information securely.

To prevent unauthorised disclosure or access to your information, we have implemented strong physical and electronic security safeguards.

We also follow stringent procedures to ensure we work with all personal data in line with the Data Protection Act 1998.

Links from our site

Our website may contain links to other websites.

Please note that we have no control of websites outside the radionewquay.com domain. If you provide information to a website to which we link, we are not responsible for its protection and privacy.

Always be wary when submitting data to websites. Read the site’s data protection and privacy policies fully.

Compliments and Complaints Policy and Procedure

1. Our Aim

Radio Newquay and Media Limited is committed to providing a high-quality service and working in an open and accountable way that builds trust and respect.

One of the ways we continue to improve our service is by listening and responding to the views of our listeners, clients, and stakeholders — particularly by responding positively to complaints and putting things right where necessary.

We aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• complaints are treated as a clear expression of dissatisfaction requiring a prompt response
• complaints are handled politely, fairly and, where appropriate, confidentially
• we respond appropriately — with an explanation, apology, or details of action taken
• we learn from complaints and use them to improve our services
• this policy is reviewed annually

We recognise that many concerns can be raised informally and resolved quickly.

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key where possible
• enable mediation between the complainant and the relevant individual

This policy sets out how we handle compliments and complaints about our services, facilities, staff, and volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is any expression of dissatisfaction, however it is communicated. This includes complaints made:

• face to face
• by telephone
• in writing
• by email
• through any other method

Staff should recognise a complaint even where the words “complaint” or “complain” are not used.

3. Purpose

We welcome feedback from people who are satisfied with our services.

All compliments will be:

• recorded
• acknowledged
• shared with the relevant manager to provide feedback to staff or volunteers

4. Complaints

Our formal complaints procedure ensures that complaints are handled:

• fairly
• consistently
• with the aim of reaching a satisfactory resolution

5. Responsibilities

Radio Newquay and Media Limited will:

• acknowledge formal complaints in writing
• respond within a stated timeframe
• handle complaints sensitively and reasonably
• take appropriate action where necessary

The complainant is expected to:

• raise the complaint in writing, normally within 8 weeks of the issue
• raise concerns promptly with a member of staff where possible
• explain the issue clearly and fully, including any actions already taken
• allow reasonable time for the matter to be addressed
• recognise that some matters may be beyond our control

6. Confidentiality

We will aim to maintain confidentiality for both the complainant and Radio Newquay and Media Limited wherever possible.

However, in some cases this may not be feasible due to the nature of the complaint. If confidentiality cannot be maintained, this will be explained clearly to the complainant.

7. Complaints Procedure

Written records will be kept at each stage of the process.

Stage 1 – Informal Resolution

• staff should first assess the seriousness of the complaint
• where appropriate, concerns should be resolved informally and quickly

Stage 2 – Formal Complaint

If the issue cannot be resolved informally:

• the complainant will be advised how to make a formal complaint
• this may be done verbally or in writing
• a written complaint form may be used where appropriate
• verbal complaints should be documented by a member of the management team

All complaints must be passed to the Station Manager
If the complaint concerns the Station Manager, it should be referred to the Board of Directors.

The Station Manager or Board will:

• acknowledge the complaint within one week
• investigate the complaint
• discuss findings with relevant staff and managers

A full response will be provided within four weeks.
If this is not possible, an update explaining the delay will be issued.

Stage 3 – Review

If the complainant remains dissatisfied:

• a sub-group of the Board (or Trustees) will be convened
• they may review evidence, interview relevant parties, and examine records
• a final written response will be provided within four weeks

This decision will be final.

Code of Conduct

Radio Newquay is licenced and regulated by Ofcom. We strive to meet the standards set out in the Ofcom Broadcasting Code at all times.

The code can be viewed here:
https://www.ofcom.org.uk/tv-radio-and-on-demand/broadcast-codes/broadcast-code

Complaints can be made directly to Ofcom here:
https://www.ofcom.org.uk/make-a-complaint/complain-about-tv-radio-or-on-demand-services