Who we are
Problem Free Limited is a company registered in England and Wales (company number 04602671) with a registered office at Scrapstore House, Sevier Street, St Werburghs, Bristol, BS2 9LB.
When you use our services, you’ll share some information with us. We want to be upfront about the information we collect, how we use it, who we share it with and the choices we give you to control, access and update your information.
For the purposes of data protection legislation, we are the data controller of your personal data. We are registered with the Information Commissioners Office in the UK with reference number Z2957965. If you are a respondent and want to identify your controller, please see the "Who is my data controller" section.
- We keep the information we hold about you to a minimum
- We use your data to provide our services to you, respond to your enquiries, manage our relationship with you, meet our legal obligations, and improve our website
- We delete your data when it is no longer needed for these purposes
- Generally, we do not give your information to third parties, but there are some exceptions
- You have a host of privacy rights
- We take security seriously
- We are happy to answer your questions about any of this.
The personal information we collect and use
We ensure that your privacy is respected at all times and our primary goal is to improve upon and make sure our services and messaging are relevant for all our users, while also ensuring that personal information of all users is respected and protected. To learn about the information we collect and how we use your personal data, read the notice or notices that apply best to your relationship with us:
- I hold an account with you to create surveys (questionnaires), forms, quizzes or polls (Creator)
- I have received a survey, form, quiz or poll from a Creator (Respondent)
- I am just visiting your website (Visitor)
We will also use your personal information for the following purposes:
- To enforce our agreements where applicable.
- To prevent potentially illegal activities.
- To screen for, and prevent, undesirable or abusive activity.
- To respond to legal requests or prevent fraud.
For more information see our Cookies Policy.
Sharing and transferring your personal information
We may share your information or data with trusted third parties who help to provide certain aspects of our services. In particular, we engage third parties to:
- facilitate the sending of any email to Visitors, Creators and Respondents
- facilitate customers in making credit card payments
- help us track failed payments and abandoned carts to improve payment services
- help us track website conversion success metrics
- manage our sales and customer support services to you (e.g. e-mail or live chat)
- log any errors and issues with our website.
We enter into confidentiality and data processing terms with our partners to ensure they comply with the highest levels of confidentiality and best practice in privacy and security standards, and we regularly review these standards and practices.
We also have to share information or data in order to:
- meet any applicable law, regulation, legal process or enforceable governmental request
- enforce applicable policies, including investigation of potential violations
- detect, prevent, or otherwise address fraud, security or technical issues
- protect against harm to the rights, property or safety of our users, the public or to us and/or as required or permitted by law.
We may transfer your personal information to the third parties which are located outside the European Economic Area (EEA) as follows:
- the USA in order to manage our sales and customer support services, deliver emails, log errors, facilitate credit card payments and to track our website conversion and sales metrics.
Any transfer of your personal information will be subject to a European Commission approved contract as permitted under Article 46(5) of the General Data Protection Regulation that are designed to help safeguard your privacy rights.
We will not otherwise transfer your personal data outside of EEA or to any organisation (or subordinate bodies) governed by public international law or that is set up under any agreement between two or more countries.
If you would like further information about who we share your personal information with please contact us.
Our services are not intended for and may not be used by individuals under the age of 16 (or a lower age if permitted by the laws of their residence) (**Children**). We do not knowingly collect personal data from Children or allow them to register. If it comes to our attention that we have collected personal data from a Child, we may delete this information without notice. If you have reason to believe that this has occurred, please contact us.
Retaining your personal information
We will hold on to your information for as long as is needed to be able to provide the services to you. If you hold an account with us we do not delete the data in your account unless you haven’t used your account for 3 years or more.
There are controls in your account where you can delete data at the account level (all data in your account), at the project level, at the question level and at the response level.
Surveys: After being deleted from the project dashboard, surveys and responses will remain in the 'deleted' folder for up to 30 days, after which they will automatically be marked for permanent deletion. We will store the data for a 14 day period and are then permanently deleted from our system. Users can mark a survey for permanent deletion from within the 'Deleted' folder. If the survey has been in the folder from 14 days or more and is marked for permanent deletion by the user, it will be permanently deleted that day. If it has been in the 'Deleted' folder for less than 14 days, we store the data until those 14 days are up, after which it is permanently deleted.
Account Data: If an account is deleted, the account data will also be stored for 90 days, after which it will be permanently deleted.
Respondents: If you are a Respondent, you will need to ask the Creator how long your responses will be stored in our services.
We may also keep hold of some of your information if reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions.
Keeping your personal information secure
We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. For further information please see our Security Policy.
We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.
Control over your personal information
Under the General Data Protection Regulation, you have a number of important rights available to you for free. In summary, those include rights to:
- access the personal information we hold about you
- request that we port elements of your data to another service provider
- request us to correct any mistakes in your information which we hold
- request the erasure of personal information concerning you in certain situations
- receive the personal information concerning you which you have provided to us, in a structured format
- stop any direct marketing which you can do through your account or the unsubscribe links at the bottom of emails
- object to decisions being taken by automated means concerning you or significantly affect you.
For further information on each of these rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals rights under the General Data Protection Regulation.
If you would like to exercise any of these rights, please:
- email us at [email protected]
- let us have information to identify you
- let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill)
- let us know the information to which your request relates.
How to complain
We hope that we can resolve any query or concern you raise about our use of your information. If you are not happy with how we manage your personal data, you have the right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns/.
Any changes we make to this notice will be posted on this page.
How to contact us
Who is my data controller?