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CustomServe – The Insight Platform

CustomServe is Acuigen’s secure platform for capturing, managing and acting on client insight - supporting structured programmes, consistent governance and firm‑wide decision-making
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31 July 2026

cookies policy

Privacy and Cookies Policy

1. Introduction

1a. Acuigen Ltd (“Acuigen”) wishes to protect the privacy of visitors to its websites (acuigen.com and customserve.com), and the information that we manage for our clients. Please read the following policy; it will help you to understand how we use your personal data and the information you provide.

1b. We may change our privacy policy (or Terms of Use) at any time without giving you notice, so please check it each time you visit our website.

1c. Whenever you give us personal data or information, you are consenting to its collection and use in accordance with this privacy policy, including our use of cookies as explained below.

1d. You may also be asked to give additional consents as you progress though other parts of our website.

2. Information we collect from you when visiting our sites

2a. Acuigen processes data on behalf of Acuigen, or as part of the services we provide to our clients (for example, when providing customer and/or client feedback services via customserve.com).

2b. When we provide services to a client we are generally processing your personal data as a data processor on behalf of our client who is also a data controller.

2c. It is the controller which determines the purposes and means of processing of the personal data collected by Acuigen, and Acuigen will only process your personal data on the documented instructions of the controller.

2d. Your personal data is processed by Acuigen based on you giving explicit consent to Acuigen. Acuigen will provide the means by which you give your consent (for example, by using appropriate forms, fields or tick boxes).

2e. You have the right to withdraw your consent to that processing at any time.

2f. You are not required to provide Acuigen with information.

3. Information you submit to Acuigen

3a. If you provide Acuigen with information at acuigen.com, or via a subscription website used by Acuigen, we may use the information you provide to communicate with you, for example to provide information on seminars, our services, publications or careers.

3b. We may also use your personal data to carry out research about our visitors' and clients' demographics and interests. We do this to better understand our visitors, clients and potential clients.

3c. When you subscribe with us, make an enquiry, or use our services you may be asked to provide some personal data such as your name, email address or phone number.

3d. You may choose to restrict the collection or use of your personal information in the following ways:

a. If you have previously agreed to Acuigen using your personal information for direct marketing purposes, you may change your preferences or unsubscribe at any time by writing to or emailing Acuigen at data.protection@acuigen.com or by writing to Acuigen using the information given on the contact us page at acuigen.com.

b. Whenever you are asked to fill in a form at customserve.com, the CustomServe project specific privacy policy will guide you on what will be done with the information provided.

c. Acuigen will not sell, distribute or lease your personal information to third parties unless it has your permission or is required to do so by law.

3e. If you would like a copy of the information held about you, please write to, or email Acuigen’s Data Protection Officer (details below).

3f. If you believe that any information Acuigen is holding about you is incorrect or incomplete, please write to or email Acuigen as soon as possible (details below). Acuigen will promptly correct any information found to be incorrect.

3g. You may request the erasure of your personal information where there is no compelling reason for its continued processing, however we may need to retain some of this information in a suppression list.

4. Information you submit to us through CustomServe

4a. Acuigen is generally processing your personal data as a data processor on behalf of a data controller when you are using CustomServe. It is the controller which determines the purposes and means of processing of the personal data collected by Acuigen, and Acuigen will only process your personal data on the documented instructions of the controller.

4b. CustomServe will be subject to additional policies for a particular client of Acuigen, and you will be asked to record your consent to processing of your personal data in accordance with that additional policy.

4c. Whenever you are asked to fill in a form at customserve.com, the project specific privacy policy will guide you on what will be done with the information provided and how you may choose to restrict the collection or use of your personal information.

4d. If you would like a copy of the information held about you, please write to, or email Acuigen’s Data Protection Officer (details below).

4e. If you believe that any information Acuigen is holding about you is incorrect or incomplete, please write to or email Acuigen as soon as possible. Acuigen will promptly correct any information found to be incorrect.

5. Information you provide to us in an interview that is undertaken in-person, virtually or on the telephone

5a. When inviting you to be interviewed on the telephone, virtually or in person, Acuigen is generally processing your personal data as a data processor on behalf of its client (the data controller). It is the controller which determines the purposes and means of processing of the personal data collected by Acuigen, and Acuigen will only process your personal data on the documented instructions of the controller.

5b. In some projects your interview may, with your consent, be recorded in order to assist with the transcription of your interview. The interview recording may also be used for Acuigen’s quality control and training purposes and where this is the case Acuigen will be the data controller of the recording for these purposes

6. Cookies

6a. To benefit from the full functionality of our websites, your computer, tablet or mobile device will need to accept cookies that our site uses. By using our website, you agree that we can place the cookies described below on your device. If you choose not to accept our cookies, some of the features of our site may not work as well as we intend.

6b. ies are small text files stored on your device when you load certain web pages. Each browser is different, so check the 'Help' menu of your particular browser (or your mobile phone's handset manual) to learn how to change your cookie preferences. You can find more information about cookies at www.allaboutcookies.org and www.youronlinechoices.com.

6c. The following is a list of the Cookies we use and their purpose:

Cookie Name	Purpose	Category
CookieControl	This cookie is used by the Acuigen.com site and allows us to manage the acceptance of cookie use on our site. This cookie expires after 90 days.	Necessary
Language	This cookie is used by the Acuigen.com site and allows us to present the site in the selected language. This cookie is deleted when you close your browser.	Necessary
dnn_IsMobile	Essential for the support of mobile devices and on multiple types of mobile device. This cookie is deleted when you close your browser.	Necessary
..ASPXANONYMOUS	Allows users to browse the site without logging in. This cookie expires after 90 days.	Necessary
Google Analytics _utma _utmb _utmc _utmt _utmv _utmz _ga_5G8XTRMB98	These third party cookies used by Google Analytics are used to collect information about how visitors use our site, to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.	Optional
Visitor Queue vqa_vid vq_utm_source vq_utm_term vq_utm_medium vq_initial_source	These third party cookies are used to distinguish one visitor on the same IP from another and will help us understand how visitors interact with the site. This will help us improve the site and the user journey and interaction you have with the site.	Optional

6d. If you would prefer to block or delete cookies from our web site this can be done using your browser. All browsers are different in the way this is achieved however advice can be found in the browser’s help system or for mobile devices refer to the user manual.

7. Security

7a. Unfortunately, no data transmission over the Internet or any other network can be guaranteed as 100% secure, but we take appropriate steps to try to protect the security of your personal data.

7b. Acuigen will protect the personal data which you provide to Acuigen by taking appropriate technical and organisational measures to safeguard it from unauthorised access, improper use or disclosure, unauthorised modification or unlawful destruction or accidental loss. All Acuigen employees and any third parties it engages to process your personal data are obliged to respect the confidentiality of your data.

7c. Acuigen will record your IP address, browser type, together with the date, time and duration of your visit when you visit Acuigen's websites, in order to track which organisations have visited the websites. Acuigen uses this information to compile usage statistics on the use of its websites to track how users navigate through the sites in order to evaluate and improve the websites.

7d. When you give us personal data we may send, receive, store and/or process the data electronically to and from servers anywhere in the world, including countries outside the European Economic Area.

8. Contacting Acuigen

If you wish to contact to us please write to:

Data Protection Officer
Acuigen Ltd
Cranfield Innovation Centre
University Way
Cranfield, Beds, MK43 0BT, UK

+44 (0) 1234 759 800

Email: DataProtection@acuigen.com

Last updated: 14^th April 2026
Reviewed: 14^th April 2026

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CustomServe is a client feedback and insight platform for professional services firms, helping organisations strengthen relationships, manage risk and make confident decisions. Developed by Acuigen and informed by more than 30 years of feedback and insight experience across professional services, corporate and public sector environments, CustomServe provides the structure, governance and control needed to capture feedback, generate insight, manage actions and deliver measurable outcomes.

CustomServe – The Insight Platform

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