Insight Security Management Limited
Code of Practice Terms & Conditions
The following procedures, set out below, form the basis upon which Insight Security Management Limited T/a Insight Investigations carries out its professional service for clients. In accordance with good business practice and within a set of generally agreed principals and code of conduct, it sets out as clearly as possible, in general terms, what standards of service may be expected by Insight’s clients. Similarly, it also sets out what Insight may expect from its clients in return.
Where the name Insight is used throughout this document the name is deemed to also refer to the trading names of Insight Security Management Limited
1. Hours of Business
1.1 Insight offer a 24 hour service. All calls, at all hours, will be answered by an officer of the company. Normal office hours are from 08.00 to 20.00 at our Head Office at Colmore Plaza, 20 Colmore Circus, Birmingham, B4 6AT or by appointment.
1.2 We are pleased to see clients by appointment at our offices, but we are also happy to see clients at their home or at their business premises, if this is more convenient.
1.3 Instructions for overseas assignments can be taken at our Head Office in Birmingham.
2. Responsibility and Communication
2.1 Instructions can be given over the telephone, in a personal meeting at any of the venues mentioned above, or in writing via email or fax. Wherever possible, instructions will be confirmed by the client in writing, thus ensuring clarity of instruction and increasing efficiency.
2.2 Should there be any aspect of our work or service with which you are not entirely happy – which we trust will be unlikely – please raise the matter with any Director at the earliest possible opportunity. In writing to either our Head Office address or via email to firstname.lastname@example.org.
2.3 You will be informed of the name of the person that is handling your case and where appropriate, of any other lines of communication, and points of contact.
2.4 When you telephone our office wherever possible you will be put through to the appropriate person to take your instructions, or the person that is already dealing with your case. However, if they are unavailable when you telephone, please speak with a Personal Assistant who may be able to deal with your enquiry, take your instructions, or take a message.
2.5 Insight Security Management Limited make every attempt to verify the credentials of clients, to establish that they have lawful reasons to instruct an investigation to be conducted.
2.6 Insight Security Management Limited will carry out all investigations within the confines of the law, and within the bounds of morality and professional ethics.
2.7 Our prime commitment is to our clients and to respect the best interest of clients by maintaining the highest standard of proficiency, and reporting to clients all the facts ascertained, whether they be advantageous or detrimental, and nothing be withheld from clients, save by dictates of law.
2.8 We will respect the privacy of clients and their lawful confidences, and ensure that services are adequately secure to protect privacy and to guard against inadvertent disclosure of private information.
2.9 All our staff are committed to delivering a high quality of service, in what we hope is as helpful and friendly a manner as possible. We employ staff with the relevant knowledge, skills and competencies to meet the needs of our clients, with a commitment to perform all professional duties in accordance with the highest moral principles, in a manner which will not bring the industry into disrepute, and to ensure that all employees, or other persons paid to assist an investigation, adhere to this code of ethics.
3.1 Insight Security Management Limited will make every effort possible to ensure the accuracy of any information (in any form) supplied, to the best of the knowledge, information and belief of Insight. Information supplied will be rechecked if it is subsequently found to be incorrect.
3.2 Any information (in any form) supplied by Insight is done so on the understanding that it is for the sole use of the instructing client and any such information (in any form) shall not be disclosed, transmitted or copied in any way whatsoever, without the written permission of Insight.
3.3 Should any information (in any form) supplied by Insight be subsequently passed to any third party, by any means whatsoever without Insight’s permission (as referred to above) Insight shall not be responsible for any liability, loss, loss of profit, additional expense and any form of damages whatsoever for such unauthorised disclosure.
4. Bespoke Equipment
4.1 Where equipment has been obtained and/or constructed to a customers specification and at their request,
Insight Security Management Limited retains the right to charge the full quoted fee and disbursements should there be any change in the customer’s requirements irrespective of reason or circumstances.
4.2 All equipment is dispatched from our Head office in Birmingham, is thoroughly checked in full working order before dispatch, any items not received in full working order need to be reported to our Head office within 24hours of receipt.
4.3 Any bespoke equipment is non returnable and non-refundable.
5.1 For our scale of charges please refer to our price list, or to any agreement reached, specific to your particular contract with the Insight Security Management Limited.
5.2 Rates stated may not be appropriate in cases of exceptional urgency, complexity or responsibility. Where such circumstances exist, we must reserve the right to revise rates by mutual agreement.
5.3 In all cases, (and this includes fee estimates) VAT and disbursements are charged in addition. Estimates are given on the basis that the case proceeds reasonably smoothly and without undue complication or delay: If it seems that these factors will cause the estimate to be exceeded we will give you as much notice as possible, and reserve our right to revise the estimate.
5.4 Fees are payable whether or not a case is successfully concluded or completed unless superseded by prior agreement, as may be the case in some instances, for certain categories of service.
6.1 Our charges are payable immediately upon completion of the assignment and our account being rendered, in the absence of any prior agreement (such as for legally aided matters) for the payment of a client account. In most circumstances our clients are asked to pay a retainer fee (deposit) before the commencement of any enquiry. In certain matters full payment may be required prior to commencement of the investigation.
6.2. Any disbursements that we incur on your behalf are payable by you in advance, and therefore we do ask you to settle such amounts promptly, or risk delays to your case.
6.3 Payments can be accepted by the following methods:- Cash, Cheque, Mastercard, Visa, Connect, Delta, Switch and American Express and paypal.
7.6 In the event of written cancellation by the client of any service prior to the service being commenced, the client shall be responsible for all costs incurred by the company for administration, due diligence and file creation usually 25%. Payment of these costs becomes due immediately.
7.7 In respect to surveillance enquiries, or any other ‘pre- booked’ investigation, written cancellation within 72 hours will be liable to 30% of the fee quoted whilst cancellation 48hrs or less will render the full fee liable.
7.8 These terms and conditions shall be governed by English Law and any dispute arising out of or in connection with the same shall be determined by the English Courts, and for these purposes ‘written cancellation’ refers to email.
8. Long distance Selling rules
8.1 Due to the nature of the services provided Insight Security Management Limited opt out of the long distance selling rule, as the majority of cases commence immediately telephone instruction / email instructions are received by us, for the best benefit of our clients.
9.1 Due to the nature and speed that an investigation is required to commence, we are happy to undertake enquiries from telephone instructions, but we would ask that clients give us as much detail as possible to confirm their identity, due to the due diligence we need to perform, to ensure we are acting within legal and moral guidelines and in accordance with the Code of Ethics of the World Association of Professional Investigators in which we hold Corporate Membership. We are able to supply written contracts but in the absence of this, we rely on our telephone contract/verbal agreement. All dates and times of all telephone calls are recorded.
8.2 In line with our data protection policy, please be aware that all closed case files are destroyed within a six month period. If you require further clarification please contact your case manager.
Insight Investigations is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Insight Investigations may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from June 2012.
What we collect
We may collect the following information:
- name and job title
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
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We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
- Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes. If no such box exists you can advise us of this preference via email to email@example.com
- if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at firstname.lastname@example.org
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
Call us now on 0800 14 55 123 for a discreet and efficient service.