(Version 2 – March 17th 2018)
Neptune Media is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Neptune Media may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
Why do we collect your personal information?
We collect information to;
- Help manage your account and business relationship with us.
- Deliver products and services relevant to you (whether we provide them or not).
- Improve our products and services and develop new ones.
- So we can tell you about our products and services.
To find out more, scroll to any of the sections below.
- The type of Information we have
- Where do we get your information?
- How we use your information.
- How we share your information.
- Why we keep hold of your information.
- How to check and update your information.
- Other important things to know.
The type of Information we have
The information we have about you includes things like who you are and how you pay for your services.
Who you are includes:
- Your name, address, gender, age, interests, etc.
- Your debit or credit card details, bank details and other payment information.
Where do we get your information?
We collect information mainly when you sign up with us, contact us and when you use our products and services.
For example when you:
- Register as a customer.
- Get in touch with us to ask something.
- Buy from us – whether it’s online, over the phone, in a meeting or somewhere else.
- Enter any promotions or competitions.
- Make changes to, or close your account.
- Go to our website.
- Apply for a job with us.
We also collect information from other sources, including business directories and other commercially or publicly available sources. If we need to conduct a credit check, we will receive information from credit reference agencies.
How we use your information
We use and analyse your information to keep in touch with you and to supply and improve our products and services. We will also use your information to tell you about products and services that we think may interest you. Sometimes we’ll combine and anonymise this information so you won’t be identified.
In particular, this means using your information to:
- Manage your account and help you to manage your account.
- Arrange a payment, put your order through our system or send you an order.
- Get in touch with you (e.g. if we need to tell you about any problems with a service).
- Keep things secure and prevent crime and fraud.
- Look into any complaints or questions you may raise.
- Trace and recover debts, manage credit, detect and prevent fraud and money laundering
- Recover any money you might owe us.
- Assign your debt to permitted third parties and look after any credit you might have.
- Tell you if we’ve changed the way a service works, or tell you about a new service that we think may interest you.
- Check what you’re interested in, so we can offer (and develop) relevant products and services.
- Improve our (and third party partner) products and services and develop new ones.
- Send you information about our products and services (or those from selected third parties we think you’d be interested in) by phone, post, email, text, picture message, online banner advertising, or other ways. For some of this marketing activity we need your consent and, in those circumstances, we will only send you messages if you have asked to receive them.
- Tell you about products and services from other companies we think you’d be interested in, or let selected third parties tell you directly about their products and services. Again, we will only send you marketing messages if you’ve previously given us your consent.
We are allowed to use your information in these ways and share the information as described below because:
- We need to so that we can provide you with products and services and to manage your account with us.
- We need to use some of your information to comply with legal and regulatory obligations (such as legal obligations to keep details of calls made by customers for a certain period of time).
- Some of our use of your information is necessary for our legitimate business interests (such as conducting market research).
- You have given your consent to us using your data in relation to some forms of use. For example, in relation to using your information to send you marketing messages. You can opt out of this at any time.
How we share your information
In connection with the purposes described above, we may share your information with others.
This might mean sharing your information with:
- Our partner companies, sub-contractors or agencies and their sub-contractors or prospective partners who help us run our services, for example our billing or customer service centres.
- Third parties whose products and services we market to you (where you have given permission to receive such messages).
- Credit reference and fraud prevention agencies. When we check your credit score with a credit reference agency, the fact that we have requested that search will also be recorded by the credit reference agency. We share information with credit reference agencies on payment performance on an ongoing basis and this information could be used by us and third parties to make future credit assessment decisions.
- Other communications companies.
- New or prospective owners of Neptune Media Limited.
We might also share your information:
- With any public authority or law enforcement agency (if they ask for it).
- To comply with law or regulations, or for possible legal proceedings.
- If you give us personal information that’s wrong or we find out (or think) you’re responsible for fraud. In these circumstances we might share your information with third parties such as law enforcement agencies, credit reference agencies and other affected third parties.
- If one of our partners who are processing information for us are compelled to do so by law.
- If there’s an emergency and we think you or other people are at risk
Why we keep hold of your information
There are certain reasons we have to keep hold of your information.
We keep information while you’re our customer or after you’ve left us, but only as long as we need it for the purposes described above. How long we keep it depends very much on the type of information and purpose.
For example, we might need to sort out disagreements, stop fraud and abuse, prove that you had an account with us or follow our legal obligations. Or the police, insurance companies or other authorities may need it as evidence. We may also keep information about how you use our products or services.
In each case, the length of time that we need to keep the information may be different, but we will only keep the information for as long as we need it.
You have a number of legal rights in relation to the information that we hold about you, including:
- The right to request details of the information we have about you. There are a couple of ways to do this and some requests have to be writing for legal reasons. Details on how to do this can be found here.
- The right to withdraw your consent to the use of your information where we are relying on that consent (for example, you can opt out of receiving marketing messages from us). Please note that we may still be entitled to process your information if we have another legitimate reason (other than consent) for doing so.
- In some circumstances, you have the right to receive some of your information in a usable format and/or request we transmit that data to a third party where this is technically feasible. Please note that this right only applies to information which you have provided to us.
- The right to ask that we update your information if it is inaccurate or incomplete.
- The right to ask that we erase your information in certain circumstances. Please note that there may be circumstances where you ask us to erase your information but we are legally entitled to retain it.
- The right to request that we restrict the processing of your information in certain circumstances. Again, there may be circumstances where you ask us to restrict the processing of your information, but we are legally entitled to refuse that request.
- The right to make a complaint with the Information Commissioner www.ico.org.uk if you think that any of your rights have been infringed by us.
You can exercise your rights by contacting us using the details set out in the “Contact us” section below.
How to check and update your information
Go to o2.co.uk and sign in to My O2 to look at your personal information.
You can change how we get in touch with you – and your account details – whenever you like.
If you don’t want us or our partner companies to send you relevant offers or marketing information, you can opt out anytime via My O2, on your mobile, computer or the My O2 app, and clicking on the Contact Preferences link in the My Mobile section.
O2 Home customers can opt out by calling us on 0344 499 0202. We’re open Mon-Sat, 8am-7pm. Calls to this number are charged at standard UK rates.
Other Important things to know
Companies outside the European Economic Area (EEA):
We might give your information to other companies based outside the EEA. For example, like many companies, we may use cloud services from suppliers outside the EEA.
Where we transfer your information to companies outside the EEA, we will make sure it’s protected in a manner that is consistent with how your information will be protected by us. This can be done in a number of different ways for instance:
- The country that we send the data to might be approved by the European Commission.
- The recipient company might have signed up a contract obliging them to protect your information.
- The recipient is located in the US and is a certified member of the EU-US Privacy Shield scheme.
- In other circumstances the law may permit us to otherwise transfer your information outside the EEA. In all cases however, we will ensure that any transfer of your information is compliant with data protection law.
Communicating over the internet:
Please remember, any emails or other communications you send over the internet aren’t safe unless they’ve been encrypted. They might go through a few countries before they get to your friend who lives around the corner. Unfortunately, that’s the nature of the internet.
If someone gets into your emails without your permission, or your personal information is shared publicly, we can’t accept responsibility. It is out of our control.
Extra terms and conditions
Please note that if you’re signing up for our products and services there might be extra terms and conditions to look at.
If you want to know more about how we use your information or to raise any queries with us in relation to your information, you can contact us via our website contact page.