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Privacy

Overview

This privacy policy explains what Abbey Support Ltd do with your personal information, why Abbey Support Ltd want to use it, how Abbey Support Ltd protect it, and what rights you have to control Abbey Support Ltd’s use of your personal data.

Abbey Support Ltd will only use your data where necessary to deliver, protect and improve the services, to keep you up to date about developments in Abbey Support Ltd products & servcies, and to fulfil any legal or regulatory obligations Abbey Support Ltd may have.

This policy may be updated from time to time.

 

About the data controller

The data controller for the purpose of this policy is Abbey Support Ltd, Zeal House, 8 Deer Park Road, London, SW19 3UU.  Our company number is 4310690.

If you want to contact us about any of the points on this policy, or just generally about how we protect your privacy, please email us at privacy@abbeysupport.com

If you’re someone who doesn’t have a direct relationship with Abbey Support Ltd, but believe that a Abbey Support Ltd customer or partner has entered your personal data into Abbey Support Ltd’s websites or services, you’ll need to contact that customer or partner regarding any questions you have about your personal data (including where you want to access, correct, amend, or request that your personal data be deleted). See “Information for End Users” below for more information.

 

Whose information Abbey Support Ltd collect

Abbey Support Ltd collect information from two types of individuals:

  • Customers are individuals and businesses who have signed up or requested to use one of Abbey Support Ltd services directly.
  • End users are individuals and businesses that interact with Abbey Support Ltd services but do not have a contractual relationship with Abbey Support Ltd. This could be, for example, Abbey Support Ltd customers’ employees.

You are not required to provide any data to Abbey Support Ltd. However, if you do not do so, you may not be able to make full use of Abbey Support Ltd services.

 

Purpose and lawful basis for processing your personal data

The personal data Abbey Support Ltd process depends on how you interact with Abbey Support Ltd, and your relationship with Abbey Support Ltd (see above).

Customers

  • To provide you with services. Abbey Support Ltd need to use your personal data in order to perform Abbey Support Ltd’s obligations under contract to provide the services to you. Abbey Support Ltd will:

o            Use your contact details and other information to confirm your identity. This could include details such as your name, address, telephone number, email address, passwords, and payment/financial information. For your security, Abbey Support Ltd do not store credit card or bank details on our own systems;

o            Store personal data to enable you to access the services;

o            Contact you for legitimate account-related purposes such as sending invoices, service announcements and other alerts such as low-credit warnings, voicemail notifications etc;

o            Provide your information to other communication providers where necessary to provide services to you.

  • To comply with regulatory obligations. Where Abbey Support Ltd have a legal duty, Abbey Support Ltd may:

o            Retain contact details (name, address, telephone number) to provide data to the BT EHA (Emergency Handling Authority) in the event of a call to 112, 999 or any other emergency services number;

o            use personal data to provide number portability services; and

o            as otherwise necessary to meet Abbey Support Ltd’s requirements within the General Conditions of Entitlement, The Communications Act 2003, and other relevant legislation.

  • To market relevant products to you. Abbey Support Ltd may use your personal data to send you marketing information that may be of interest to you. In this instance, Abbey Support Ltd will:

o            Use your contact details including your name, address, phone number, and email address, to communicate with you;

o            Use information about how you use Abbey Support Ltd services to tailor the communications Abbey Support Ltd send to you;

o            Recommend other products or services that may be appropriate to you;

  • To prevent fraud. Abbey Support Ltd will use personal data for the legitimate interest of detection and prevention of fraud. Abbey Support Ltd will:

o            Retain any information submitted in an account application including your name, address, telephone number, email address, IP address etc, even where that application for an account is unsuccessful;

o            Where appropriate, disclose information identified as fraudulent to fraud prevention, law enforcement agencies, and other industry bodies.

o            To recover debt. If you do not pay your invoices on time, Abbey Support Ltd may instruct solicitors or debt recovery agencies to recover what is owed. Abbey Support Ltd will provide them with your personal data necessary to affect this. This processing is for the legitimate interest of running Abbey Support Ltd business.

 

End Users

  • Where Abbey Support Ltd have a legitimate interest. Abbey Support Ltd will process personal data if there is legitimate interest to do so. Abbey Support Ltd will:

o            Retain records of calls made by or to an End User using Abbey Support Ltd service, including telephone numbers, which may be considered personal data;

o            Use End User information for the purposes of detection and prevention of fraud and to protect the network.

o            Create aggregated and anonymised information for analysing the use made of Abbey Support ltd services and networks to inform business decisions and strategy.

  • To comply with regulatory obligations. Where Abbey Support Ltd have a legal duty, Abbey Support Ltd may:

o            Retain contact details (name, address, telephone number) to provide data to the BT EHA (Emergency Handling Authority) in the event of a call to 112, 999 or any other emergency services number;

o            Use personal data to provide number portability services; and

o            as otherwise necessary to meet Abbey Support Ltd requirements within the General Conditions of Entitlement, The Communications Act 2003, and other relevant legislation.

 

Who Abbey Support Ltd share your personal data with

Data processors

Abbey Support Ltd use a number of different service providers (acting as “data processors”) to enable Abbey Support Ltd to operate the business and the services Abbey Support Ltd provide. For example, your personal data may be transferred to (and stored by) a third-party data processor in order for Abbey Support Ltd to:

  • Provide customer services, such as support ticket tracking and in-app communication;
  • Provide marketing services, such as a newsletter or other direct marketing;
  • Process payments, such as credit cards and Direct Debits;
  • Keep you informed regarding issues or planned maintenance affecting Abbey Support services;
  • Identify and prevent crime and/or fraudulent transactions;
  • Maintain off-site backups for the purpose of disaster recovery.

For security reasons (to reduce the risk of phishing attacks to customers) Abbey Support Ltd do not name all the service providers in this privacy policy. However, the types of personal data Abbey Support Ltd hold about you (and that may be transferred to Abbey Support Ltd data processors) are set out above. Please contact Abbey Support Ltd at privacy@abbeysupport.com if you want further information on specific data processors or the types of personal data they process.

 

Other circumstances in which Abbey Support Ltd may share personal data with third parties

Abbey Support Ltd may also share your personal data with the following third parties in certain circumstances:

  • Law enforcement or other authorities (such as tax authorities) if required by applicable law;
  • Third parties to whom Abbey Support Ltd may choose to sell, transfer, or merge parts of Abbey Support Ltd’s organisation or Abbey Support Ltd assets. Alternatively, Abbey Support Ltd may seek to acquire other organisations or merge with them. If a change happens to Abbey Support Ltd business, then the new owners may use your personal data in the same way as set out in this privacy policy;
  • With professional advisors such as lawyers, accountants or auditors in order for them to provide legal, accounting or auditing services to Abbey Support ltd.

Abbey Support Ltd will not sell or rent your information to third parties and Abbey Support Ltd will never share your information with third parties for marketing purposes other than Abbey Support Ltd’s own marketing activity.

 

International transfers of personal data, and the measures in place to protect it

Many of Abbey Support Ltd’s data processors operate “cloud-based systems”, which means the information is held in information data centres in different locations. Some of the cloud-based systems Abbey Support Ltd use reserve the right to hold copies of your personal information outside the EEA.

Please contact us at privacy@abbeysupport.com if you want further information on the specific mechanisms used by the data processors when transferring your personal data.

 

Your personal data rights

The personal data Abbey Support Ltd hold about you is your data, so you have certain rights over it. This section summarises your rights. You can exercise any or all these rights when you choose, and the easiest way is by dropping Abbey Support Ltd an email at privacy@abbeysupport.com

Where Abbey Support Ltd are processing your data based on your consent (e.g. for marketing purposes) you can withdraw that consent and Abbey Support Ltd must immediately stop processing your data. Please note that up to that point, Abbey Support Ltd are acting lawfully with your consent, withdrawal of consent cannot be backdated.

You have the right to request a copy of all personal data Abbey Support Ltd hold relating to you and Abbey Support Ltd must provide this within 30 days. You also have the right to require Abbey Support Ltd to correct any records that are wrong.

You have the right to require Abbey Support Ltd to erase personal data and Abbey Support Ltd must comply unless Abbey Support Ltd need it for one of the purposes described above. Abbey Support Ltd also retain the right to keep data that is needed to establish, exercise or defend a legal claim.

Where Abbey Support Ltd process your data based on a “legitimate interest” you still have the right to object to Abbey Support Ltd processing of that data. From that point, Abbey Support Ltd must stop processing your data until Abbey Support Ltd have determined whether your rights override Abbey Support Ltd interests.

Finally, you may have the right to have your personal data transferred to another organisation, and Abbey Support Ltd are obliged to provide it to you in a clear and reasonable format.

 

Your right to lodge a complaint with the Regulator

At all times, you have the right to report a concern or lodge a complaint with the Information Commissioner’s Office. Please refer to the ICO at https://ico.org.uk

Abbey Support Ltd  hope to resolve your issue quickly and fairly, and can be contacted at privacy@abbeysupport.com

 

Updating information

If you believe that any information Abbey Support Ltd are holding on you is incorrect or incomplete, please email Abbey Support Ltd as soon as possible to privacy@abbeysupport.com . We will correct any information found to be incorrect.

 

Information for End Users

Where Abbey Support Ltd services are used by companies or organisations, the company or organisation (“the administrator”) is responsible for your use of the services and any questions with regard to your own data privacy should be addressed to that administrator, which will have its own data security and privacy policies. Abbey Support Ltd have no control over any decision by any such administrator to, for example, access your account, change the nature of your account access (including termination, suspension or restriction) and/or amend your information (such as your profile or e-mail address).

For the purposes of this section, an administrator may mean a company or organisation who provides you with your email address and owns the associated domain (such as an employer) who asserts control over your account or (in which case you will be advised) at some later date.

 

Data retention

The length of time Abbey Support Ltd keep your personal data depends on what it is and whether Abbey Support Ltd have an ongoing business need to retain it – for example, to provide you with a service you’ve requested or to comply with applicable legal, tax or accounting requirements.

Abbey Support Ltd will retain your personal data for as long as Abbey Support Ltd have a relationship with you and for a period of time afterwards where Abbey Support Ltd have an ongoing business need to retain it, in accordance with Abbey Support Ltd data retention policies and practices.

 

Security

Abbey Support Ltd are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, Abbey Support Ltd have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information Abbey Support Ltd collect online. Abbey Support Ltd will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

All of our methods meet the GDPR compliance requirement.

 

Our use of cookies and tracking

Essential cookies

Abbey Support Ltd use cookies to make interactions with the Abbey Support Ltd website easy and meaningful. Abbey Support Ltd may use cookies (and similar technologies, like HTML5 local storage) to keep you logged in, remember your preferences, and provide information for future development of our services.

A cookie is a small piece of text that the Abbey Support Ltd web server stores on your computer or mobile device, which your browser sends to Abbey Support Ltd web servers when you return to the site. Cookies do not necessarily identify you if you are merely visiting the Abbey Support Ltd website; however, a cookie may store a unique identifier during interactions with the site, for example using the ‘contact’ form. Some of the cookies Abbey Support Ltd set are essential for the operation of the website, or are used for performance or functionality. By using the Abbey Support Ltd website, you agree that cookies of this type can be placed on your computer or device. If you disable your browser or device’s ability to accept cookies, you may not be able to interact with all Abbey Support ltd services.

 

Analytics

Abbey Support Ltd use a third-party analytic tracking service, but don’t use it to track you individually or collect personal information. Abbey Support Ltd use analytics to collect information about how the website performs and how users, in general, navigate through the website. This helps Abbey Support Ltd to compile statistical reports on activity; and improve content and website performance.

Analytics gathers certain simple, non-personally identifying information over time, such as your browser type, which site you were referred by, entry and exit pages, timestamp, and similar data about your use of the website. Abbey Support ltd do not link this information to any of your personal information.

 

Other cookies

Certain pages on the Abbey Support Ltd site may set other third-party cookies. For example, embedded content, such as videos, from another site that sets a cookie. While Abbey Support Ltd try to minimise these third-party cookies, Abbey Support Ltd can’t always control what cookies this third-party content sets.

 

How to contact us

If you have any questions, concerns or just want some more information about Abbey Support Ltd privacy management, send an email to privacy@abbeysupport.com