Please read the policy carefully as it applies to the services we provide you. It applies to our consumer, sole trader and partnership customers but doesn’t apply to the information we hold about companies or organisations.
It also applies even if you’re not one of our customers and you interact with us, such as by:
- using one of our products or services – paid for by someone else;
- generally enquiring about our services
We want to make sure that any personal information we hold about you is up to date. If you think your personal information is inaccurate, you can ask us to correct or remove it at no charge to you. Please email us at email@example.com.
Under the Data Protection Act 1998, you have a right to know what personal information we hold about you. If you’d like a copy of the information you are entitled to please write to: The Fraud Team Ltd, 9 Franklin Way, Spilsby, England PE23 5GG, clearly identifying yourself and the information you require. We may charge you to cover the cost of processing your request and supplying your information to you. We will ask you to provide identification to ensure we do not disclose your information to the wrong people.
What kinds of information do we collect and how do we use it?
We’ve explained the different ways we use your personal information below.
- To provide you with services. We’ll use your personal information to provide you with services. This applies when you register for a service from us. This means we’ll:
- record details about the services you use or order from us
- send you service information messages (we’ll send you messages to confirm your order and tell you about any changes that might affect your service, like when we have infrastructure work planned or need to fix something
- update you on when we’ll provide or begin processing your services
- charge you and make sure your payment reaches us.
- We use the following to provide services and manage your account:
Your contact details and other information to confirm your identity and your communications with us. This includes your name, address, phone number, email address, passwords and credentials (such as the security questions and answers we have on your account).
- Your payment and financial information.
- Your communications with us, including emails, webchats and phone calls.
We use this information to carry out our contract (or to prepare a contract) and provide services to you. If you don’t give us the correct information or ask us to delete it, we might not be able to provide you with the service you ordered from us.
- To run fraud prevention checks :
Before we provide you with a service, your personal information may be passed on to fraud prevention agencies to help prevent or detect fraud. Details of the personal information that will be used include your name, address, contact details and IP address.
Fraud prevention agencies can hold your personal information for different periods of time, and if you are considered to pose a fraud or money laundering risk, your information can be held by us and the organisations we share it with for up to six years.
We may also use any information you provide to us in our own investigations into frauds or scams, which may or may not involve you.
If you give us false or inaccurate information which we identify as fraudulent, we’ll pass that on to fraud prevention agencies. We might also share it with law enforcement agencies, as may the agencies we have shared the information with.
If you tell us you’re associated with someone else financially (for example, by marriage or civil partnership), we’ll link your records together. You must make sure you have their agreement to share information about them.
If we, or a fraud prevention agency decide that you are a credit, fraud or money laundering risk, we may refuse to provide the services you have asked for, or we may stop providing existing services to you.
The fraud prevention agencies will keep a record of any fraud or money laundering risk and this may result in other organisations refusing to provide services or financing to you.
Whenever fraud prevention agencies transfer your personal information outside of the European Economic Area, they place contractual responsibilities on the organisation receiving it to protect your information to the standard required in the European Economic Area. They may also make the organisation receiving the information subscribe to ‘international frameworks’ aimed at sharing information securely.
- To collect debt :
If you don’t pay your bills, we might ask a debt recovery agency to collect what you owe. We’ll give them information about you (such as your contact details) and your account (the amount of the debt) and may choose to sell the debt to another organisation to allow us to receive the amount due.
- To prevent and detect crime :
We’ll use your personal information to help prevent and detect crime and fraud.
We’ll also use it to prevent and detect criminal attacks on our network.
We use this personal information because we have a legitimate interest in protecting our network, business and customers from attacks and to prevent and detect crime and fraud. Doing this helps make sure our network works properly, our customers are protected from financial loss and are able to use information that assists them in recovering invested funds.
- To meet our legal and regulatory obligations :
We might have to release personal information about you to meet our legal and regulatory obligations.
- To law enforcement agencies :
Under investigatory powers legislation, we might have to share personal information about you to government and law enforcement agencies, such as the police, to help detect and stop crime, prosecute offenders and protect national security.
They might ask for the following details:
- Your contact details. This includes your name, address, phone number, email address, passwords and credentials (such as your security questions and answers) needed to confirm your identity and your communications with us.
- Your communications with us, such as calls, emails and webchats.
- Your payment and financial information.
- Details of the services you’ve bought and how you use them.
We’ll also share personal information about you where we have to legally share it with another person. That might be when a law says we have to share that information or because of a court order.
How do we protect your personal information?
We have strict security measures to protect your personal information. We check your identity when you get in touch with us, and we follow our security procedures and apply suitable technical measures to protect your information.
How long do we keep your personal information?
- a copy of your bills for six years from the date of the bill
- your contact details on file while you’re one of our customers, and for six years after
- details relating to any dispute for six years after it was closed
In other cases we’ll store personal information for the periods needed for the purposes for which the information was collected or for which it is to be further processed. Sometimes we’ll keep it for longer if we need to by law, otherwise we delete it.
Got a question about how we use your information?
You can get in touch with us by emailing firstname.lastname@example.org or by writing to the address below.
The Fraud Team Ltd, 9 Franklin Way, Spilsby, England, PE23 5GG.
If you want to make a complaint on how we have handled your personal information, please contact us. We will investigate the matter and report back to you. If you are still not satisfied after our response or believe we are not using your personal information in line with the law, you also have the right to complain to the data protection regulator in the country where you live or work.