How We Use Your Information
Our privacy policy explains how we collect, use, share, and
protect your personal information. If this policy changes, we will post the
updates on our website.
Collection of Your Personal Information
We may obtain your personal information when you:
- Request
a service or product, or use our website.
- Feel
free to ask us for more information about a product or service, or contact
us with any questions or complaints.
We may also collect information about you from other
organisations where applicable. This may include fraud prevention agencies,
business directories, and credit reference agencies.
COOKIES
We also use cookies and other technologies. These tools
collect information about your use of our websites and services, allowing us to
adapt our site to your interests and needs. We may use a persistent cookie (a
cookie that remains associated with your browser) to save your information and
recognise you during future visits. See the following section for more details.
You can choose to reject cookies, or configure your browser
to alert you whenever a website attempts to set a cookie.
About the cookies we use on this site
The Personal Information We Collect
The information we collect may include (but is not limited
to) the following:
- Your
name, address, phone number, date of birth, and email address
- Credit
or debit card information
- Information
regarding your bank account number and sort code or other banking details
- Your
interactions with us – such as a note or recording of a call you make to
one of our contact centres, an email or letter you send us, or any other
record of your interactions with us
- Account
information – such as payment due and received dates, top-up information,
subscription services you use, or any other information related to your
account
We will also collect information about your use of our
products and services, such as:
- The
phone numbers you call or send messages to (or the phone numbers from
which you receive these calls and messages)
- The
date, time, and duration of calls and messages you send or receive via our
network, as well as your approximate location at the time these
communications take place
- The
level of service you receive, for example, network outages and other
network events that may affect our network services
- The
date, time, and duration of your internet browsing, as well as your
approximate location at the time of browsing
Use of Your Personal Information
We may use and analyse your information to:
- Conduct
a credit check if you sign up for a telephone communication services
contract and evaluate your application.
- Process
the goods and services you have purchased from us and keep you updated on
the progress of your order.
- Keep
you generally informed about new products and services (unless you choose
not to receive our marketing messages).
- Contact
you to offer promotions or deals based on your use of our products and
services. This includes your calling and messaging activity, location
data, and browsing history (unless you have asked us not to contact you –
see section 2 "Collection of your personal information" for more
details).
- Bill
you for the use of our products or services, or collect the appropriate
amount from your account.
- Answer
any questions or concerns you have regarding the use of our network,
products, or services.
- Inform
you about products and services from other companies (including offers and
discounts we have negotiated specifically for our customers) that may
interest you, if you have opted in to receive this information.
- Protect
our network and manage the volume of calls, SMS, and other usage. For
example, we identify peak periods to ensure the network can support
traffic volume at those times.
- Understand
how you use our network, products, and services. This allows us to develop
more interesting and relevant products and services, and personalize what
we offer you.
- Conduct
research and statistical analysis to track customer usage of our network,
products, and services, either anonymously or personally.
- Prevent
and detect fraud and other crimes, recover debts, or trace those who owe
us money.
The information used corresponds to your approximate
location, calculated from the nearest cell tower. Consequently, this location
will change as you move around with your mobile phone.
We will retain your information for as long as required by
law. In the absence of a legal obligation, we will only keep it for as long as
necessary.
Sharing Your Personal Information
We may share information about you with:
- Partners
or agents involved in delivering the products and services you have
ordered or used
- Credit
reference, fraud prevention, business scoring, or other credit evaluation
agencies
- Debt
collection agencies or other debt recovery organizations
- Law
enforcement, regulatory bodies, courts, or other public authorities, if
required or permitted by law
- Emergency
services (if you make an emergency call), including your approximate
location
We will disclose information if it is reasonable to protect
ourselves against fraud, defend our rights or property, or protect the
interests of our customers.
We may need to transfer your information to other group
companies or service providers located in countries outside the EEA (European
Economic Area). This may happen if our servers, suppliers, or service providers
are located outside the EEA, or if you use our services and products while
traveling outside this area.
Protecting Your Personal Information
We constantly review and improve our measures to protect
your personal information against unauthorised access, accidental loss, or
destruction.
If we have a contract with another organisation to provide a service on our behalf, we ensure they apply appropriate security measures and process your information only in ways we have authorised. These organisations are not permitted to use your personal data for their own purposes. Where
appropriate, our security teams will conduct audits to verify compliance with the security requirements we have specified.
Internet communications (such as emails) are not secure
unless encrypted. Your communications may pass through several countries before
reaching their destination, which is inherent to the internet. We accept no
responsibility for unauthorised access or loss of personal data beyond our
control.
Your Privacy Rights
You can write to us at any time to obtain a copy of the
personal information we hold about you. A fee of £10 is applied to cover the
cost of providing this information.
If you believe we hold inaccurate information about you,
please contact our customer service team so we can correct it.
