Welcome to our communications service. Personal information plays a crucial role in our operations, from facilitating calls to enhancing and promoting our services.
We value the trust our customers place in us regarding their personal data.
This privacy notice clarifies the personal information we gather about you and its usage throughout our interaction. It also outlines your rights, including the ability to object to certain data processing activities, and provides guidance on how to exercise these rights in the “Your rights” section below.
Given the rapid evolution and complexity of technology, we’ve included a glossary to define any technical terms used in this notice.
Where we use the words “We” or “Our,” we mean Britannia Wireless LTD.
This privacy notice explains how we use the personal information collected from or about you when you are one of our customers or when you contact us or use our services.
The company that is responsible for your personal information will be the company that is named in any terms and conditions or messages sent to you.
In some circumstances Britannia Wireless LTD is responsible for deciding what personal information is collected, used, and stored. This happens where we work to give you the best customer experience and to be more efficient across our businesses to:
This privacy notice covers the products and services provided by Britannia Wireless LTD, including mobile and broadband services, as well as your use of our apps and websites.
It also applies when we pass your details to insurance or finance providers as part of your payment for our products or services.
Additionally, this notice applies to interactions with us even if you’re not a customer, such as:
If you provide personal information about someone else in relation to our products and services, this privacy notice also applies to their information, and we’ll ask for permission if needed.
This notice does not cover other third-party companies or organizations collecting and using your personal information to provide products and services, including those using cookies, tags, and other technologies for online advertising. You should review their privacy notices on their websites before providing them with your information.
You have the right to request a copy of your personal data from us at any time. If you’ve provided your information due to a contract with us or your consent, you can ask for this information in a format that allows for easy reuse or sharing with other organizations.
Under certain circumstances, such as when we rely on ‘legitimate interests,’ you can object to how we process your data, ask us to limit our use of it, or request its deletion. You also have the right to have inaccurate information corrected and to object to automated decision-making.
We strive to handle your information responsibly and honor your requests. However, when you request to delete or modify your information, it may not be immediate across all our systems, including backups. We may retain some information to fulfill your requests, such as keeping your email address to ensure it’s not used for marketing purposes.
We’ll verify any changes whenever possible, such as checking address changes against official databases or seeking confirmation from you.
Some exceptions apply to these rights, such as retaining data necessary for contracts or legal requirements. We’ll always explain if we can’t fulfill your request and why.
If you’ve given consent for us to use your personal information or provide a service, you can withdraw this consent at any time for future use, but it won’t affect past actions, like conducting a credit check when your contract began.
Want your bill information?
To stop us from using personal information collected via cookies on our website or apps, you can adjust your cookie settings or app settings accordingly.
For changing your marketing preferences, you can click on the unsubscribe link in any email or text marketing communication sent by us. If you’re a Britannia Wireless customer, you can manage your preferences within your account.
Alternatively, you can contact us by phone and inform us about your preferred communication channels (email, text, post, or telephone). Please reach out to us at 0203 787 9960.
Using the same contact details, you can also inform us if you wish to opt out of using your information for marketing purposes or for profiling you for marketing purposes, including data related to your use of our products and services (such as call and browser records).
We only enter into 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. You can find more information on these features for mobile and broadband.
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.
When you create an account with us, we collect your details to identify you and keep in touch regarding your account. As you purchase different products/services or contact us, these details are linked to your account for a clear record of our relationship.
We don’t store your original password but keep it in a secure format for authentication.
To send service messages (confirming orders, updates on service changes):
Correct information ensures proper service provision.
To update you on delivery/installation:
Ensuring timely communication and service provision.
To filter content via parental controls or partner requests:
Safeguarding users and network integrity.
Using biometric data for fraud prevention is in public interest.
For customer service and complaints:
Administering consumer credit agreements:
Charging and payment processing:
Managing overdue payments and debt recovery:
Sharing additional needs info for tailored contact with third parties is based on public interests. To send you marketing and to identify products and services that interest you
Legitimate Interests (keeping you informed about relevant products/services and managing your spend)
Upon purchasing our products/services, your details are added to our marketing lists unless you opt out. We offer the option to opt out of marketing at any time.
To contact you for prize draws, competitions, or promotions:
We use your information for promotions and to notify winners.
If required, we verify your identity based on promotion terms.
We anonymize information for analytics on promotion success.
To create a customer profile for personalized experiences and offers:
Your consent allows us to use cookies, tags, and network access data to enhance personalization. You can withdraw consent or opt out of personalization anytime. To show relevant digital advertising and measure campaign performance. We collect data from online platforms like Facebook, Instagram, TikTok, Twitter, Pinterest, Amazon, etc., including:
We use advertising tools of online platforms for targeted advertising (e.g., Facebook custom audiences). Your data is shared in hashed form with online platforms for matching sales records and optimizing campaigns. We also collaborate with partners for extended reach of personalized advertising. To conduct surveys and market research:
You have the right to opt out or withdraw consent for personalized data usage anytime. To give additional help or support where needed. Here’s a revised version of the content:
**Supporting Customers with Additional Needs**
We recognize that some customers may require extra assistance, and we’re committed to providing support tailored to your needs. When you inform us of your additional needs during a purchase, through interactions with our team, or if someone acts on your behalf, we note this information to enhance our services accordingly. You can learn more about the types of additional needs we support and how we assist these customers [here](link to additional needs information page).
To manage your account effectively and ensure optimal communication channels:
To provide products and services suitable for your specific needs:
To authorize a third party to manage your account:
If applicable, we may share your information with debt-recovery agencies:
Our goal is to ensure effective communication tailored to your preferences and needs.
Before providing you with a product or service, or when you use our services, we conduct credit and fraud checks using your personal information and data from credit reference agencies and fraud prevention agencies.
If we, or an agency, determine that there’s a credit, fraud, or money laundering risk, we may refuse service or financing, or stop existing services.
We use automated methods for credit and fraud checks. If behavior indicates fraud or money laundering, your application may be rejected.
To assess credit and affordability:
We use automated methods for checks. Inconsistent or suspicious behavior may result in rejection.
For creating modeling tools:
Automated checks are used. Suspicious behavior may lead to rejection.
To manage credit risk and prevent fraud:
We reassess credit limits monthly to ensure accuracy. Identity verification may include facial recognition, considered biometric data, under substantial public interest.
We process sensitive details under substantial public interest.
In the UK, various credit reference agencies (like TransUnion, Equifax, and Experian) may hold different information about you. If you wish to access your information from these agencies, they may charge a small fee.
When credit reference and fraud prevention agencies transfer your personal data outside the UK, they impose contractual obligations on the recipient organizations. These obligations ensure that your information is protected to the UK’s required standard. Additionally, they may require the recipient organizations to adhere to international frameworks designed for secure information sharing.
Credit Reference Agency Usage and Linked Accounts:
When we request a search from credit reference agencies, a ‘footprint’ is created on your file, visible to other organizations conducting credit checks.
Credit reference and fraud prevention agencies maintain records of fraud or money laundering risks, potentially leading other organizations to deny services, financing, or employment to you. For inquiries regarding this, please contact us using the provided details.
Fraud prevention agencies retain personal information for varying durations. If you are deemed a fraud or money laundering risk, your information may be retained by us and shared organizations for up to six years.
If you inform us of a financial association (e.g., marriage or civil partnership), we’ll link your records, requiring their consent to share their information. Agencies we share data with will also link your records, unless a request is made to sever the link.
If you don’t become a customer, we may retain credit check results for legal and fraud prevention reasons, aligning with our legitimate interests and legal obligations, including fraud prevention, identity verification, business protection, and compliance with relevant laws.
Protection Against Network Attacks and Criminal Activity:
We utilize your information to safeguard our network and business from attacks, prevent crime and fraud, and protect our customers and the public at large.
Preventing and Detecting Criminal Activity: This includes monitoring and tracing malicious calls or messages, tracking malware and cyber-attacks, and assisting law enforcement in prosecuting offenders and protecting national security.
Monitoring Network Traffic: To ensure the security and integrity of our network.
Tracing Nuisance and Malicious Calls/Messages: To identify and address unwanted or harmful communications.
Tracking Malware and Cyber-Attacks: To safeguard against digital threats and cybercrimes.
Detecting and Stopping Crime: Supporting law enforcement agencies and regulatory bodies in investigations and legal proceedings.
Making and Defending Claims: Utilizing information to pursue or defend legal claims.
Routing Communications: Ensuring secure and efficient routing of communications through our network.
What Personal Information We Use:
Our Legal Basis for Using Your Personal Information:
**How We Utilize Your Personal Information:**
**How We Utilize Your Personal Information:**
**Types of Personal Information We Utilize:**
**Additional Information:**
To deliver the connection and manage the network
Device identifiers (including ‘friendly name’ where this is detected) Time a device has been connected to the network Legitimate interests
Consent (where the data is used for marketing)
This section only applies where use is made of the Wi-Fi controls feature within the website (applicable to Smart Hub Plus only).
Devices (including their ‘friendly name’ and the time spent connected) will be displayed to the account holder who uses these controls. If the account holder has opted in to push notifications, they will also be notified when a device connects for the first time and if that device is affected by threats or viruses.
To connect you to our public Wi-Fi (including account registration)
Email address Password (this will be the same login details for your account) Legitimate interests (to run our business and protect our network)
Name Contact details Confirmation you are over 18 Email address Passwords and credentials (such as security questions and answers we have on your account) Payment and financial information Your communications with us, including emails, webchats, and phone calls. We’ll also keep records of any settings or communication preferences you choose. Contract Voucher purchases are available for individuals who are not current broadband customers.
To manage our Wi-Fi services
Name Contact details Confirmation you are over 18 MAC address to re-authenticate you on subsequent visits Email address Social media handle where you log in via single sign-on Legitimate interests
We provide public Wi-Fi through our business customers. If you access our network through one of these third parties (e.g., hotels/cafes/airports), they will act as a separate controller, and you should check their privacy policy for more details about how they use your personal information.
To arrange for delivery of your products with our courier
Our courier will use your mobile number and email to provide you with updates on the delivery of your order.
To send you electronic marketing specific to our shop
When you first buy a product from us, we add your details to our shop marketing lists unless you tell us not to.
We will always give you the right to opt out of marketing at any time and remind you of this in any emails or texts we send. See “Your Rights” for more information.
Who do we share your personal information with, why and how?
We share your personal information with other companies within our group for administrative purposes. We have binding corporate rules in place across the Britannia Wireless LTD to ensure the protection of your personal information, regardless of which company in the group holds that information.
We also share your personal information with other organizations for the following purposes:
Additionally, we may share your information:
When we share your information with other organizations, we ensure it is protected to the best of our ability.
Using third party service providers
We engage other providers to perform services on our behalf or to assist us in delivering services to you. These providers help us in various ways:
Even when we utilize the services of another organization, we maintain control over your personal information. We implement strict controls to ensure that your data is adequately protected and handled in accordance with our privacy standards.
Automated decision-making and profiling are essential aspects of how we tailor our services to your needs efficiently and fairly. Here’s how we utilize these processes:
While we strive to make these processes as transparent and beneficial as possible, you have the right to object to our use of automated decision-making under certain circumstances. However, please note that objecting to certain types of automated decisions may impact our ability to provide you with the best level of service and access to specific products, financing, and services.
For more details on how to exercise your rights regarding automated decision-making, please refer to the “Your rights” section above.
How do we protect your personal information?
We prioritize the security of your personal information through rigorous measures:
By combining identity verification, strict security procedures, and advanced technical measures like encryption, we strive to maintain the highest level of security for your personal information.
We maintain detailed records related to your account and the services you’ve availed of, following specific retention periods:
For other types of personal information, we store them for the necessary periods based on why we collected them or the purposes for which we need to use them. In some cases, we may retain information for longer periods if required by law. Otherwise, we securely delete such information. If you have specific queries about retention periods, please reach out to us using the contact details provided below.
You can contact Britannia Wireless Ltd’s Data Privacy Team for any questions, comments, or concerns about our privacy notice at:
Data Privacy Team Flat 5 Keiller Court, 10 Blinshall Street, Dundee, Scotland, DD1 5DS
We have included a description of how the technical terms we use are generally interpreted.
Account Holder refers to the individual(s) who have entered into an agreement for the product or service with us.
Additional needs pertain to any information related to adjustments that may be required for us to appropriately support you.
Aggregated data refers to grouped information, such as the total number of calls made in a month or the total number of minutes called.
Anonymised data is data that has had all personally identifiable information removed.
Apps are applications, such as those downloaded to mobile or portable devices.
Binding corporate rules are designed to enable multinational companies to transfer personal information from the UK to their affiliates outside of the UK while adhering to data protection legislation. There is also a version that allows transfers from the European Union
Browser records include the types of websites visited, the date and time of internet sessions, cell site and network used, device information, data usage, IP address, and the nature of viewed websites.
Call records encompass the date, time, duration, and cost of communications, device information, call locations, networks used, and communication types, including international calls.
Cell site refers to the location where antennae and communications equipment are housed to create a cellular network for transmitting communications.
Content refers to any part of a communication that conveys its meaning, such as email titles, text message content, or voicemail recordings.
Cookies are small text files created by websites and stored on user devices, helping websites recognize users and track preferences.
Data usage indicates the volume of data used or included under service agreements, such as download or upload volumes.
Device information includes MAC address, MSISDN, IMEI, IMSI, advertising identifiers, hardware manufacturer, model, and operating system version.
Encryption is the process of scrambling information into an unreadable form that can only be decrypted using a specific key.
IMEI (international mobile equipment identity) is a unique number assigned to each mobile phone handset.
IMSI (international mobile subscriber identity) is a unique number identifying a mobile subscriber.
IP address is a unique string of numbers identifying devices using the internet or local networks.
MAC address (media access control address) is a unique identifier for network connections to devices.
MSISDN (mobile station international subscriber directory number) is a unique mobile phone number identifying a service subscription.
Postal Address File is the Royal Mail’s address database containing over 30 million UK postal addresses.
Power of attorney allows choosing a trusted individual to act on one’s behalf, requiring registration with the Office of the Public Guardian in the UK to be valid.
Regulatory obligations refer to our responsibilities to regulators like Ofcom and the Information Commissioner’s Office.
Tags are instructions inserted on websites specifying formatting and performance.
We and our refer to BRITANNIA WIRELESS LTD.
