Our Privacy policy
This policy sets out how we handle the information we receive from customers and everyone who uses our products and services. We take this seriously and will always treat this information with the utmost respect and care.
Welcome
As a communications provider, using personal information is fundamental to what we do – from connecting calls to developing and promoting our services. We believe that it is very important that our customers trust us with their personal information.
This privacy notice explains what personal information we collect about you and how we use it during our relationship with you. You can also find details of what rights you have (including the right to object to some of the data handling we carry out), as well as how to exercise those rights in the section below.
Your Rights
You can ask us to provide you with a copy of your personal data at any time. If you have given us your personal information because you have a contract with us or because you have consented to us handling it, you are entitled to ask us for a copy of this information in a structured, commonly used and machine-readable format so that you can reuse it or share it with other organisations.
In some circumstances (including where we rely on ‘legitimate interests’), you have the right to object to our processing of your data and can ask us to restrict our use of your data and to delete it. You also have the right to ask us to correct your information if it’s inaccurate and, as described below, to object to automated decision making.
We aim to provide our products and services in a way that protects information and respects your request. Because of this, when you delete or change (or ask us to delete or change) your information from our systems, we might not do so straight away from our back-up systems or copies on our active servers. And we may need to keep some information to fulfil your request (for example, keeping your email address to make sure it’s not on our marketing list).
Where we can, we’ll confirm any changes. For example, we’ll check a change of address against the Postal Address File, or we might ask you to confirm it.
There are some exceptions to these rights, for example we might not be able to delete your data if we need it to fulfil your contract or we are required to keep it by law. We also might not be able to provide you with information if it would infringe someone else’s rights. We’ll always try to help you with your request and if we believe we are unable to fulfil your request we will always explain why.
Where you have given consent for us to handle your personal information or permission to provide a service, you can change your mind and withdraw this consent at any time. It only applies to how we use your personal information in the future, not what we’ve done in the past (for example if we’ve run a credit check at the start of your contract).
This privacy notice explains what personal information we collect about you and how we use it during our relationship with you. You can also find details of what rights you have (including the right to object to some of the data handling we carry out), as well as how to exercise those rights in the section below.
Children
We only enter contracts with customers who are over the age of 18. Although the account holder will always be an adult, we recognise that some of our products and services, like mobile devices, will be purchased on behalf of children and so we cannot guarantee that every mobile number or service is held by an adult.
Where you have purchased a product or service on behalf of a child we will collect and use the child’s data as part of providing our services to the end user in line with this privacy notice. We have developed safety features for devices that belong to a child as well as educational material to help keep your child safe online.
Information we collect about you and how we use it
The personal information we collect, store and use will depend on the products and services you have with us and how you use them. In most cases we have this information because we collect it directly from you, or because it has been derived from your use of our products and services. In some circumstances we will obtain this information from a third party.
Some of the personal information we collect, store and use is considered more sensitive (for example data about health or biometric data). We will only collect, store and use this more sensitive information to support you and your use of our products and services, and only where we put additional measures in place to protect this personal information.
Below you can find details of how and why we use your information and our permitted reason in law (known as ‘legal basis’) to use it. For some products and services, we handle additional information. You can find specific details by looking at the section for the product or service you’ve bought and see an overview in the ways in which we collect and use your personal information during our relationship.
Automated decision making and profiling
We want to make sure decisions we make about you such as credit approval or which product or service to offer you are quick, fair and correct based on what we know about you. We use technology to make decisions automatically and to build profiles about you. This technology uses logic that analyses your preferences and how you use our products and services, which helps us to improve your customer experience, making it more relevant for you and allowing you to get the most out of our products and services. This means you’ll regularly receive from us personalised content whether in our marketing emails or when you browse our app or website or watch TV.
We also use technology to make decisions automatically based on your credit score analysis, which allows us to guarantee your regular payments for our products and services. This means we’ll decide your eligibility for our products and services based on your credit history.
You have the right to object to our use of automated decision making in some circumstances. Please remember that if you object to certain types of automated decision making, it may affect our ability to provide you with the optimum level of customer service and our ability to provide you with certain products, financing and services.
