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Data Protection and Complaint Management Policy

Introduction:
As Bakkalim UK LIMITED, we follow a transparent policy to ensure customer satisfaction, protect data security, and manage complaint processes fairly. This document outlines both our obligations under the UK GDPR (United Kingdom General Data Protection Regulation) and the rights of our customers. All activities of our company are carried out within the framework established by this policy.

1-A. Collection and Processing of Personal Data
We collect personal data solely for the following purposes:

  • Receiving and processing orders.
  • Providing delivery services.
  • Responding to customer support requests and inquiries.
  • Preventing fraud.
  • Fulfilling legal obligations.
  • Implementing company policies and procedures.

Data Collected:

  • Name, surname.
  • Contact details (email, phone number).
  • Address details.
  • Payment and order details.
  • User account information.

1-B. Processing of Personal Data
Personal data is processed only under the following circumstances:

  • When explicit consent is obtained from the customer.
  • When an order needs to be completed and delivered.
  • When required by legal obligations.
  • To ensure and protect the legal and commercial security of our company (e.g., for fraud prevention purposes).

Important Note:
Your personal data will only be used for the purposes stated above. Your data will not be shared with third parties without your consent.

1-C. Data Retention
Personal data is retained only as long as necessary for processing purposes:

  • Order information: Retained for 6 years after the transaction is completed (as required by accounting and tax regulations).
  • Customer contact information: Retained until the account is closed or the customer requests deletion.
  • Legal complaints or disputes: Retained until the process is completed.

Your data is stored securely on encrypted servers. All our retention processes comply with the UK GDPR.

1-D. Transparency and Consent
We provide clear information to customers before collecting or processing any personal data.

Approval of the "Terms and Conditions" and "Privacy Policy" provided during the ordering process constitutes a legal basis for data processing.

Important:
No action is taken without the customer's explicit consent. For actions requiring consent, the customer is informed in writing of the process details.

2-A. Social Media and Declaration Verification Process
In certain cases, public information may be reviewed to ensure the accuracy of declarations made by the customer or their representative.

Purpose:

  • Ensuring compliance with company policies.
  • Preventing fraud.

Scope:
The name, surname, and information provided by the declarant may be verified through publicly available sources (e.g., Google search engine).

Note:
The information obtained during this process will only be used for verification purposes and will not be shared with third parties.
The company commits to obtaining explicit consent from the customer before performing this process.

2-B. Examination of Declaration Accuracy
Bakkalim UK LIMITED reserves the right to verify the accuracy of information provided by customers and their representatives to ensure compliance with company policies and prevent fraud.

Data Processed:

  • Name and surname of the declarant, their relationship (e.g., spouse, friend, sibling).
  • Information accessible through Google search engine and publicly available links.

Purpose:

  • Verifying the authenticity of the declared representation.
  • Ensuring compliance with company policies.
  • Facilitating accurate communication and process management with the customer or representative.

Important Notes:

  • This process is carried out only in cases where the customer or representative has explicitly provided information and verification is required.
  • Information obtained during the process is used solely for verification purposes and is never shared with third parties.
  • Data processing is conducted in compliance with the transparency and purpose limitation principles of the UK GDPR.

If you wish to object to this verification process, please contact us via the following:

Email: [email protected]
Phone: +44 784 784 1234

3. Complaint Management and Disposal Procedures
At Bakkalim UK LIMITED, we prioritize customer satisfaction while preventing company losses and malicious actions. Our complaint and return procedures are implemented as follows:

In Case of Product-Related Complaints:
When a customer files a clear complaint about a product (e.g., missing, damaged, or incorrect delivery), the following procedures are applied:

  • A video recording or photo documenting the complaint is requested from the customer.
  • If the customer states that the product cannot be used or consumed, disposal procedures are initiated.

Disposal Procedures:

  • The customer must explicitly accept the disposal procedures.
  • The customer must provide a video recording as proof of disposal.
  • Refunds will not be issued unless the video recording is provided.

Note:
If disposal procedures are not followed and the customer does not provide the video recording, the process will be considered invalid, and the customer will lose their right to withdrawal. This is implemented to prevent malicious actions, such as claiming a refund for a product that has not been disposed of.

Camera Recordings and Missing Product Claims:
If a customer claims that a product is missing, camera recordings from the warehouse and packaging process are reviewed.
If the recordings show that the product was shipped in full, Bakkalim UK LIMITED will not accept responsibility.
The customer should contact the courier service provider (DHL Cargo) to resolve the issue.

Primary Objective:
These procedures are implemented to ensure customer reliability, prevent fraud, and manage complaints fairly and transparently.

Objections and Communication:
If you wish to object to these procedures or require additional information, please contact us via:

Email: [email protected]
Phone: +44 784 784 1234

4. Data Retention and Breach Situations

Data Retention Period:

  • Order Information: Retained for 6 years after the transaction is completed (as required by accounting and tax regulations).
  • Customer Information: Retained until the account is closed or the customer requests deletion.

Data Breaches:
In the event of a data breach:

  • The breach will be reported to the Information Commissioner’s Office (ICO) within 72 hours.
  • Affected customers will be notified immediately.

Email: [email protected]
Phone: +44 784 784 1234

5. Customer Rights and Requests
Our customers have the following rights regarding their personal data:

  • Right to Access: Learn what data is collected and how it is used.
  • Right to Rectification: Request correction of incorrect or incomplete information.
  • Right to Erasure (Right to be Forgotten): Request data deletion under specific conditions.
  • Right to Object: Object to data processing.
  • Right to Data Portability: Request the transfer of data to another service provider.

You can submit your requests via:

Email: [email protected]
Phone: +44 784 784 1234

6. General Policies and Disclaimer

A- Gifts and Unsolicited Deliveries:

  • If unsolicited products are sent, the company may initiate disposal procedures internally upon customer approval, provided the customer confirms the product will not be consumed.
  • After the customer provides a disposal video or image, the full refund process will be managed by Bakkalim UK LIMITED.

B- Approval of All Policies:

  • By approving the "Terms and Conditions" during the order process, all procedures are considered accepted.
  • Adherence to the specified procedures is mandatory for complaints.

7. Contact and Complaints
For questions regarding data processing or complaint procedures, please contact us via:

Email: [email protected]
Phone: +44 784 784 1234

8. Policy Updates
This policy is regularly updated in compliance with the UK GDPR and other applicable regulations.

Last Updated: 01/01/2022

9. WhatsApp Live Customer Support Line and Binding Terms
Bakkalim UK LIMITED aims to provide quick and effective assistance to our customers via the WhatsApp Live Customer Support Line. However, due to the risk of misuse of digital communication platforms, it is important to note that conversations conducted through this platform do not constitute an official or binding commitment on behalf of the company.

Binding and Official Communications:

  • Non-Binding Communication: Conversations conducted via WhatsApp and other digital messaging platforms are for information and customer support purposes only.
  • Binding Communication: All official correspondence on behalf of Bakkalim UK LIMITED is valid only through written letters sent from our registered address via postal mail.

Reason:
Due to the advancement of technology, it is possible for digital communication to be misused or manipulated. For this reason, only letters sent via physical mail are considered officially binding documents.

Important Note:
If you encounter any misunderstandings or incorrect information during WhatsApp conversations, please report the matter using the following contact details:

Email: [email protected]
Phone: +44 784 784 1234

This policy has been developed to protect the rights of both our customers and our company and to minimize the risks associated with digital communication.

Conclusion:
This policy has been prepared to protect both the company’s interests and the rights of customers. It is structured in accordance with the UK GDPR and consumer rights, emphasizing transparency and fairness in all complaint processes.