1. Important information and who we are
This privacy notice explains how IT Support Southampton collects and processes your personal data through your use of our website, and during and after the supply of any products or services provided by us and our group companies. It applies to anyone who uses our website or who buys or uses any of our products or services.
Please read this notice together with any other privacy notice we may give you when we collect or process personal data about you, so that you are fully aware of how and why we are using your data. This notice supplements those notices and is not intended to override them.
Controller IT Support Southampton, Cumberland Place, Southampton SO15 2BG (referred to as we, us or our in this notice) is the controller and responsible for your personal data. This means we decide how we hold and use personal information about you.
Third-party links Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these websites and are not responsible for their privacy statements, so please read the privacy notice of every website you visit.
If you have any questions about this policy or how we handle your data, email hello@itsupportsouthampton.uk or call 023 8110 2301.
2. The information we collect about you
Personal data means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
The personal information we collect depends on the products and services you use. We may collect, store and use the following categories of personal information:
- Identity Data, including personal contact details such as your name and title.
- Contact Data, including addresses, telephone numbers and email addresses.
- Financial Data, including bank account details, debit or credit card information, credit rating information from credit reference agencies and other banking information.
- Transaction Data, including your billing history, the products and services you use and anything else relating to your account.
- Profile Data, including information you give us in your communications with us, when entering prize draws or competitions or taking part in surveys.
- Marketing and Communications Data, including your preferences for receiving marketing from us and our third parties and your communication preferences.
We may also collect technical data and information on how you use our products and services, including:
- Your activity on our website
- The date, time, duration and cost of your communications, including your phone location when they are made
- The phone numbers you call and send messages to, and the numbers you receive calls and messages from
- Your phone or device usage and your data usage
We do not collect any Special Categories of Personal Data about you, such as details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, health, or genetic and biometric data. Nor do we collect any information about criminal convictions and offences.
If you fail to provide personal data Where we need to collect personal data by law, or under the terms of a contract we have with you, and you do not provide it when asked, we may not be able to perform that contract, for example to provide you with products or services. In this case we may have to cancel a product or service, but we will tell you at the time.
It is important that the personal data we hold about you is accurate and current. Please let us know if your personal data changes during your relationship with us.
3. How we collect your personal information
- Direct interactions: you may give us your Identity, Contact, Financial and Transaction Data when you use our website, buy our products and services, or during the sales process.
- Third parties or publicly available sources: we may sometimes receive personal data from credit reference or other background check agencies, our partners and business directories.
- In the course of performing our contract with you and providing our products and services throughout the period of that contract.
4. How we use information about you
We will only use your personal information when the law allows us to. Most commonly, we use it where we need to perform the contract we have with you, where we need to comply with a legal obligation, where we have your consent, or where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests. More rarely, we may use it where we need to protect your interests or someone else's, or where it is needed in the public interest. We use your information to:
- Process and deliver your order , including carrying out our contract with you, confirming and processing orders, providing our products and services, billing and managing payments, and collecting money owed to us. Our lawful basis is performance of a contract and our legitimate interest in recovering debts.
- Validate you as a customer when you use our services or call our customer services, and send you service announcements and administrative messages by email and SMS. Our lawful basis is performance of a contract.
- Tell you about changes and recommend services that may interest you. Our lawful basis is our legitimate interest in developing our products and services and growing our business.
- Run our business and prevent fraud, including administration of files and records, business planning, accounting and auditing. Our lawful bases are our legitimate interests and compliance with legal obligations.
- Keep you, our staff and our service safe, including monitoring or recording calls to customer services for authentication, security, quality and training, helping the emergency services, and complying with laws, court orders and requests from government and law enforcement agencies. Our lawful bases are performance of a contract and compliance with legal obligations.
Some of these grounds overlap, and there may be several grounds that justify our use of your personal information.
Marketing We may use your Identity, Contact, Technical and Profile Data to decide which products, services and offers may be relevant to you. You will receive marketing from us if you have asked us for information or bought products or services from us, or gave us your details when you entered a competition or registered for a promotion, and you have not opted out. We will get your express opt-in consent before we share your personal data with any company outside IT Support Southampton for marketing purposes.
Opting out You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message or by contacting us. This does not apply to personal data you gave us as a result of a product or service purchase, warranty registration or other transactions.
Change of purpose We will only use your personal information for the purposes we collected it for, unless we reasonably consider that we need to use it for another, compatible reason. If we need to use it for an unrelated purpose, we will tell you and explain the legal basis that allows us to do so. We may process your personal information without your knowledge or consent where this is required or permitted by law.
Automated decision-making You will not be subject to decisions that have a significant impact on you based solely on automated decision-making unless we have a lawful basis for doing so and we have told you.
5. Data sharing
We may have to share your data with third parties, including third-party service providers and other entities in our group. We share your personal information where required by law, where it is necessary to administer our contract with you or where we have another legitimate interest in doing so. This includes:
- Third-party service providers, including our network partners. A full list is available on request
- Other entities in our group, as part of a business reorganisation or group restructuring, for system maintenance support and for hosting of data
- Other third parties in the context of a possible sale or restructuring of the business
- A regulator, or others where we need to comply with the law
We require all third parties to respect the security of your data and to treat it in line with the law. We do not allow our third-party service providers to use your personal data for their own purposes, and only permit them to process it for specified purposes and in line with our instructions.
6. International transfers
We will not transfer your personal information outside the EU. If we do, you can expect a similar degree of protection in respect of your personal information.
7. Cookies
Our website uses cookies to distinguish you from other users of the website. This helps us give you a good experience when you browse the website and also allows us to improve it. Some pages also load content from third parties:
- Visit and enquiry measurement: if you accept cookies in the banner, tags loaded through Google Tag Manager count visits, show which organisations visit and help us see whether our ads lead to enquiries.
- Google Maps: the contact page shows an embedded Google Map. When it loads, Google may set its own cookies and receive your IP address.
You can find out more in Google's privacy policy. You can also block or delete cookies through your browser settings.
8. Data retention
We will only keep your personal information for as long as necessary to fulfil the purposes we collected it for, including any legal, accounting or reporting requirements.
To decide the right retention period, we consider the amount, nature and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, whether we can achieve those purposes through other means, and the legal requirements that apply. In particular:
- By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers, for tax purposes
- In some circumstances we may anonymise your personal information so it can no longer be associated with you, in which case we may use it without further notice to you
- We retain and securely destroy your personal information in line with applicable laws and regulations
9. Data security
We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. We limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal information on our instructions and are subject to a duty of confidentiality.
We have procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
10. Your rights
Under certain circumstances, by law you have the right to:
- Request access to your personal information (a data subject access request), so you receive a copy of the information we hold about you and can check we are processing it lawfully
- Request correction of any incomplete or inaccurate information we hold about you
- Request erasure of your personal information where there is no good reason for us to keep processing it, or where you have objected to processing
- Request the restriction of processing, for example while we establish the accuracy of your data or the reason for processing it
- Object to processing where we rely on a legitimate interest and something about your situation makes you want to object, and object to processing for direct marketing
- Request the transfer of your personal information to another party
- Withdraw your consent at any time, where you have given consent for a specific purpose. Once we receive your request, we will stop processing your information for that purpose unless we have another legitimate basis for doing so in law
To use any of these rights, please contact our Data Protection Officer in writing using the details in section 12.
No fee usually required You will not have to pay a fee to access your personal information or to use any of your other rights. However, we may charge a reasonable fee, or refuse to comply, if your request is clearly unfounded or excessive.
What we may need from you We may ask for specific information to confirm your identity before we act on your request. This is a security measure to make sure personal information is not disclosed to anyone who has no right to receive it.
11. Data protection officer and complaints
We have appointed a data protection officer (DPO) to oversee compliance with this privacy notice. If you have any questions about this notice or how we handle your personal information, please contact the DPO. You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues, at ico.org.uk . We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us first.
12. Changes to this notice and how to contact us
We may update this privacy notice at any time, and we will give you a new notice when we make any substantial updates. We may also tell you in other ways from time to time about the processing of your personal information. Earlier versions are available by contacting us.
Legitimate interest means the interest of our business in conducting and managing our business so we can give you the best and most secure service. We consider and balance any potential impact on you, and your rights, before we process your personal data for our legitimate interests.
Performance of contract means processing your data where it is necessary for a contract you are a party to, or to take steps at your request before entering into such a contract.
Legal or regulatory obligation means processing your personal data where it is necessary to comply with a legal or regulatory obligation we are subject to.
To contact us about this privacy notice, write to IT Support Southampton, Cumberland Place, Southampton SO15 2BG, call 023 8110 2301 or email hello@itsupportsouthampton.uk.