Skip navigation to main content Our sites: Home Privacy notice Privacy notice Last updated: 18 October 2021 Contents About us What personal data do we collect? How do we collect your personal data? Who will we share your personal with? Access and changes to your personal data Managing your contact with KCOM How long do we hold on to your personal data? Changes to this policy Enquiries and complaints Users of our website, online tools and apps Users of products or services If you contact us or we contact you If you apply for a job with us or are an employee or have worked with us in the past Marketing 1. About us Welcome to our Privacy notice! This Privacy notice is published by KCOM Group Limited, a company registered in England and Wales under number 2150618 ("KCOM" or "we" or "us") and has been published so that you are aware of how and why we collect and process your personal data. Our details are as follows: Legal entity: KCOM Group Limited Information Commissioners Office Registration Number: Z5732459 Data Protection Officer: Chief Legal and Regulatory Officer Email address: dpo@kcom.com Postal Address: 37 Carr Lane, Hull, East Yorkshire HU1 3RE Any reference to you or yours means is a reference to any user of this site, of our services or any person who supplies us with information. By using our website or taking any of our services you agree to the use of your personal information as set out in this Privacy notice. Back to contents 2. What personal data do we collect? KCOM takes privacy seriously. The personal data we collect, the way in which we will collect it and how we use that personal data will depend on the reason for which we have gathered it in the first place. This Privacy notice explains what personal data we collect, how we will collect it and how we use your personal data: As a user of our website website and apps As a user of our products and services As a prospective customer of KCOM If you apply for a job with us or have worked with us in the past If you contact us or we contact you By using our website or taking any of our services you agree to the use of your personal information as set out in this Privacy notice. The purpose of this Privacy Notice is for us to keep you informed of how we process the personal data which we collect, it does not apply to personal data which we process on behalf of any third parties. Where you purchase KCOM products or services through another communications provider then you should refer to their Privacy Policy to find out how they use your personal information, if we are required to process your data to enable them to provide you with products or services we will do so in accordance with the law, their instructions and the contract we have in place. Back to contents 3. How do we collect your personal data? We may collect information about you: Directly: This information will be gathered from a direct interaction with you by: You corresponding with us by post, email, phone, through social media or through the ‘contact us’ or Livechat functionality on our website, online tools or apps An application for our products or services or a request for more information Your creation of an account on our website, online tools or apps A request for more information about the company to be sent to you A request for marketing to be sent to you Your completion of a survey You entering into a competition or promotion Automatically: Some personal data is collected automatically when you visit our website. This is described in more detail in the ‘Visitors to Our Website’ section of this Privacy notice Third parties or where the information is publicly available: This information is gathered by us from a third party or a publicly available source, including: Analytics providers such as Google Networking sites such as Linkedin Buying in data for marketing purposes Back to contents 4. How will we use your personal data and who will we share your personal data with? How we use your personal data and who we will share it with will depend on the reason for us obtaining the data and is described in more detail within this Privacy notice. We will only use your personal data with your consent, or where: We are looking to enter into a contract with you or to perform our obligations under the contract We are complying with a legal obligation To protect your vital interest To pursue one of our legitimate interests We have to share your personal data with: Other companies within our group Third parties who provide us with services to enable us to deliver the services we offer Our professional advisors or by third parties who provide us with services which we use internally to administer our services Regulators and other authorities for the purposes of prevention, detection and prosecution of criminal offences or issues relating to national security or, where we are required to do so in the event of a national emergency to comply with other legal or regulatory requirements; as identified within this Privacy notice or within our contract with you Some external third parties (for example our suppliers) are based outside the UK or the European Economic Area (“EEA”) and if they process your data as part of our relationship with them it may mean that your personal data is transferred outside the UK or the EEA. Where this occurs we will ensure that an adequate level of protection is applied in accordance with the Data Protection Laws. Personal data will not be sold or transferred to third parties other than: As identified in this Privacy notice In accordance with our Terms and Conditions or the terms of any other contract we have in place with you Where you consent to us doing so To comply with lawful requests made by a regulator or other authority Back to contents 5. Access and changes to your personal data You have a number of rights relating to your personal information, including: The right to request a copy of the personal information we hold The right to ask us to correct any inaccurate information The right to ask us to delete any information if we have no lawful reason to process such data The right to request your personal information be transferred to another person or company The right to object to us contacting you for marketing The right to limit how we use your personal information if we have no lawful reason to process such data The right to object to the use of your data if we have no lawful reason to process such data More information on this can be found at https://ico.org.uk/for-the-public/is-my-information-being-handled-correctly/. If you wish to exercise any of your rights relating to your data (including requesting a copy of the personal data which we hold about you) please contact us at dpo@kcom.com or by writing to us at the address given at the start of this notice. Back to contents 6. Managing your contact with KCOM If you have any queries relating to this notice or our processing of your personal data then please: Email us at dpo@kcom.com Write to us at the address given above, or Phone our customer services team on 01482 602555 if you are a customer Back to contents 7. How long do we hold on to your personal data? We will only use your personal data for as long as we require it to fulfil the purpose which we have collected it for plus any additional period we are required to keep the data for due to legal, accounting and reporting obligations. In determining how long we can retain the personal data for we will take account of: The amount of personal data The nature and sensitivity of the personal data The harm which would result from unauthorised use or disclosure Whether we can achieve our purpose without using the personal data Whether we are required to keep the personal data for legal, accounting or reporting obligations Back to contents 8. Changes to this policy We may keep this Privacy notice under review and may make changes from time to time which we will publish on the website. Back to contents 9. Enquiries and complaints If you have any further enquiries or concerns about our Privacy notice please email us at dpo@kcom.com or write to us at the address given at the start of this Privacy notice. We will always try to resolve any enquiries or complaints or requests made in relation to your personal data to the best of our ability but you have the right to complain at any time to: The Information Commissioner Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF Tel: 0303 123 1113 Fax: 01625 524510 Website: www.ico.org.uk Back to contents 10. Users of our website, online tools and apps When you visit any of our websites you can browse without giving us any personal information, however we will use various third party tools (as identified below) to collect behaviour-based data around your use of our website. The type of data we collect includes: The number of visitors What pages are viewed How long is spent looking at our website Any data collected by the third party tools will not processed by us, nor will we make any attempt to use this information in order to identify individual visitors to our websites. As a user of our website, we will also collect the following information about your visit, such as: IP address What pages are viewed Information requested Date and time of your request Source of your access e.g. the website or URL (link) which referred you to our website Browser version Operating system Like many other websites, we may use a standard technology called a "cookie". Cookies collect information about your use of our website to enable you to navigate between pages efficiently, remember your preferences, and to improve user experience. Our website will use the information collected by cookies to show you relevant adverts. You can find out more information about cookies and the cookies we use on our websites by using the link below: kcom.com – Cookie policy Third party tools – Salesforce (EMEA) Limited, (Google) Geolocation, Google Tag Manager, Google Analytics, Google AdWords, Hotjar heybusiness.kcom.com – Cookie policy Third party tool – Salesforce (EMEA) Limited, (Google) Geolocation, Google Tag Manager, Google Analytics, Google AdWords, Click4Assistance, Hotjar kcomhome.com – Cookie policy Third party tool – Dotmailer Limited, Synthetix Limited, (Google) Geolocation, Google tag manager, Google analytics, Google Adwords, Hotjar, Awin myaccount.kcom.com Third party tool – Synthetix Limited, (Google) Geolocation, Google tag manager, Google analytics, Google Adwords, Hotjar login.kcom.com Third party tool – Google tag manager, Google analytics kcomgroupltd.com – Cookie policy kcomcareers.com – Click here You can register your interest in any of our products and services by providing your details to us through our website: If you are a residential customer, we will ask for your address, email address, name, date of birth, contact number and we will ask you to answer a security question. We will use this information to register you on our systems and create an online account to enable us to contact you, which we will do in line with your stated preferences If you are a business customer we will ask you for your company name, a contact name, email address, phone number and will use this information and will use this information to contact you in relation to your enquiry Online tools We have various tools on our websites that are used to help you to manage your relationship with us: You can sign up to our account management tools which will capture your personal information on registration, more details are provided here You can manage your marketing preferences, more details are provided here KCOM Central App and My Account To help you manage your account with us, the KCOM Central App will provide you with functionality to check your usage, billing and payment history and maintain your personal contact and account preferences from your mobile device. As a User of our App, we will gather information about you, and your device and your data connection, as well as information such as: Email address Mobile phone number IP Address Device ID (a unique ID generated for your device) Name Date of birth Your KCOM service references Your marketing and communication preferences Billing information e.g. bill date, bill value Account number and sort code We analyse the collected information to understand the usage of our services and apps, and to use the insight to help us make improvements to our services and offer more personalised marketing. This may include, for example: Improving the functionality and design of our apps Troubleshoot customer issues/performance issues relating to the usage of My Account Improve our commercial models and offers based on a better understanding of how customers interact with us Marketing to our customers about products and services that would be relevant to them, subject to their marketing preferences. The data from the App will be kept no longer than two years after it has been collected. Third parties We will share the personal data we collect on the website with the following third parties as described in the following Privacy notices: kcom.com – Salesforce (EMEA) Limited heybusiness.kcom.com – Salesforce (EMEA) Limited kcomhome.com – Dotmailer Limited, Disqus Incorporated, Synthetix Limited, Awin kcomcareers.com – eArcu (Arcu Limited) bettersourcedlocally.co.uk – Click Digital Solutions 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 third-party websites and are not responsible for them. When you leave our website, we encourage you to read the Privacy notice of those websites you visit. Back to contents 11. Users of products or services What personal information do we collect? Where you take services from us we will collect from you the following personal information, this can be provided to us to through our customer service team, through the website or through one of our account management tools: Residential customers Categories of personal data collected – Name, Address, Contact number, Email address, Payment details in order for us to process payment for the services through your chosen method, Information required for security clearance / confirmation of identity Business customers Categories of personal data collected – Contact name, Email address In addition to the above we will automatically gather the following information to enable us to deliver the services: Where you take internet services we will look at the amount of time you spend online, and what time you are using the services and what websites you visit in order to help us manage the network Where you take telephony services we will hold information about calls you have made including the number you have called and the length of the call to enable us to accurately bill you How we use your personal data We will allocate and store a unique identifier if you take services from us and may also gather information from you to enable us to confirm your identity when you contact us in the future to discuss your account. We have various tools available which enable you to manage your account. Where you use one of these we will use the personal data you have provided to enable you to use the relevant online account management tool. You do not have to provide us with this information, but you will not be able to use the online tool if you fail to do so. In the event you do not pay any amounts owing to us we may transfer the debt onto Creditstyle, a third party who will recover the monies owed on our behalf. Further information is shown below. In addition to this, we may use the information we hold to enable us to carry out internal investigations where we suspect fraud or criminal activity. Marketing We may also use your personal information to keep you up to date with news about KCOM and any products and services or information which we think you may find of interest, but only where you are happy for us to do so (more information can be found here). If your preference is that we do not contact you for the purpose of direct marketing, we will continue to use the data we hold to provide you with service updates. If we use your personal information for any other purpose, then this will be set out in the contract we have in place with you for services. Insight We are always looking to drive improvements to our services and customer experience. To enable us to do this, we may: Use your personal data to invite you to participate in surveys or other feedback activities Use anonymised customer data to look at patterns in order to proactively identify those improvements; and Use your personal data to ensure you are taking the most appropriate service from us. We will only use your personal data in this manner where you have given your consent for us to do so. For more information about consent please see the Marketing section of this Privacy notice (more information can be found here). Third parties In order to provide you with the services, we may share your details with our third party suppliers as detailed in our contract with you or as set out below. Where this is the case we will share only the information required to enable the provision of the services and we will not pass on your information for marketing purposes. Residential customers Name of third party – Lightsource Design Limited Services provided by third party – Engineering services Personal data shared – Name, Address, Telephone number, Email address Residential customers Name of third party – Cumberland Comms Limited Services provided by third party – Engineering services Personal data shared – Name, Address, Telephone number Residential customers Name of third party – North Midland Construction Limited Services provided by third party – Engineering services Personal data shared – Name, Address Privacy notice Residential customers outside Hull & East Yorkshire Name of third party – Talk Talk Services provided by third party – Supplier of telephony and internet services Personal data shared – Name, Address Privacy notice Business customers outside Hull & East Yorkshire Area Name of third party – BT Services provided by third party – Supplier of services Personal data shared – Name, Address Privacy notice Mobile services customers Name of third party – Abzorb Systems Limited Services provided by third party – Supplier of mobile services Personal data shared – Name, Address, Mobile Number Privacy notice All customers Name of third party – Creditstyle Services provided by third party – Debt collection Personal data shared – Name, Date of birth, Address, Phone number, Mobile number, Email address and list of transactions for which we are owed payment Privacy notice All customers Name of third party – Twilio Services provided by third party – SMS notification for Installation/Faults Personal data shared – Mobile number Privacy Notice Residential customers Name of third party – Dun and Bradstreet Services provided by third party – Credit reference agency Personal data shared – Name, Date of birth, Addresses over the last three years Privacy notice Residential customers Name of third party – Trustpilot Service provided by third party – Product/Service review Personal data shared - Name, Email address, Order number Privacy Notice All customers Name of third party – Qualtrics Service provided by third party – Insights for customer experience Personal data shared - Name, Email address, Telephone numbers Privacy Notice Special categories of data There may be circumstances when we are required to gather information regarding your health to enable us to deliver service to you in the best and most efficient way (for example our engineers may need to know if you have a disability when making a home visit or our customer service team may need to know if you are registered blind to ensure your bill is provided in Braille). We will only process this data with your consent and will do so with extra care and always in accordance with this Privacy notice. Information regarding your health will not be shared with third parties without your consent. Credit checks For residential consumers: Where you wish to take services from us we will conduct a credit check. Where you are a residential customer we will ask you for your name, date of birth and your addresses over the last three years and this information will be checked against our internal records. Where we are concerned about the results of this check we may carry out a further check with Dun&Bradstreet Ltd. For business customers: We will cross check your company information against that which is held at Companies House and carry out a further check with an external credit reference agency (Dun&Bradstreet Ltd https://www.dnb.co.uk/utility-pages/privacy-policy.html) Directory services Where you take residential telephone services from us, we will include your name, address and phone number in our ‘White Pages’ telephone directory unless you request to be ‘ex-directory’ in accordance with our Universal conditions for residential services Where you take telephone services on behalf of a business in the Hull and East Yorkshire area we will include the name of your business, a contact name (where requested), business address and phone number in our ‘Colour Pages’ telephone directory unless you request to be ‘Ex-directory’. Our Colour Pages website is designed and managed by Agile Spice Limited Where you choose to take an advert in our telephone directory we will use your details to contact you in order to clarify queries with respect to the advert and to discuss renewal of the advert. End of Contract In order to comply with obligations imposed by Ofcom we are required to send you a notification when you are coming to the end of your contract and an annual notification when your contract minimum term has expired. The date on which your contract will come to an end; The price you have paid for your contract prior to this date; Changes to the service and the price paid at the end of your contract period; Details of the notice period to terminate your contract; The fact that you may be able to save money by switching to another provider; Information about alternative tariffs (including some tariffs which we are legally required to inform you of). Further information about these requirements can be found here. Termination Fees Offer Where you take advantage of the Contract buy-out if you are with Sky, BT, Talk Talk or PlusNet broadband: up to £100 credit on your KCOM bill offer we will request that you provide proof that you have paid your early termination fees in full within 90 days of your KCOM Lightstream Service being activated. Any such proof provided to us shall be deleted once we are satisfied that you have paid the early termination fees and shall be stored in line with our email retention policy. Back to contents 12. If you contact us or we contact you What personal information do we collect The information we collect and process will be that you provide us directly and any information we require to enable us to deal with your query. The nature of the information we gather will depend on your enquiry and the method you use to contact us, but is likely to include your name, email address, address and/or telephone number. We will not request or collect any information which is not required. We will collect this information through the medium you use to make contact with us, whether this is over the phone, by email, in writing, through social media or through our website. If we cannot respond to your enquiry immediately and you are not a customer of KCOM we will prepare a file relating to your enquiry which will only be accessed by those of our employees who are involved in resolving your enquiry. If you are a customer we will note your enquiry against your account. If you contact us (or we contact you) by phone we will record the call and hold this recording for 12 months. This recording will be used to enable us to assess quality control and provide training to our employees. We are always looking to drive improvements to the way we interact with people and to enable us to do this, we may share call recordings with the third parties identified below in order for them to help us analyse calls being received, we will always seek to anonymise personal data where it is possible for us to do so. If you apply for a community grant or take part in any other scheme run for the benefit of the community, KCOM will only use the personal data you provide for the purpose of administrating the scheme. We may invite you to take part in publicity for the scheme however we will only include your details if you give us your consent. If you contact us by email We will collect and hold your email address together with any other personal information you send to us as part of your email. If you use the ‘email us’ function on www.kcomhome.com we will ask existing customers for their name, address, email address and contact number to enable us to find your account and contact you to deal with your enquiry. If you use the ‘contact us’ functionality from any of our other websites will ask you for your name, postcode, email address and contact number and where appropriate details of your business. If you visit our shop or premises CCTV is in operation at our shops and on our premises, but will only be accessed as required for security reasons. Competitions We occasionally run competitions. When you enter a competition we will ask you for various information, this is likely to include your name, address and telephone number. Where you are happy for us to do so we will use this information to inform you of products and services which we believe may be of interest. Click here to find out more. Third parties: If we collect your data using the methods identified below we will use a third party to manage our interaction: Social media Third Party Supplier – Falcon IO LiveChat Third Party Supplier – Synthetix Limited or Click4Assistance (Residential Customer) Completion of a survey Third Party Supplier – Research Bods Telephone Call (Call Analytics) Third Party Supplier – Calabrio Inc Third Party Supplier - Bluesky Works Limited Depending on the nature of your enquiry we may have to share your personal information with our insurance brokers Willis Towers Watson whose privacy policy can be viewed here or other advisers appointed on behalf of KCOM. Back to contents 13. If you apply for a job with us or are an employee or have worked with us in the past If you apply for a job with us we will hold all the information you provide us with as part of the application for the purposes of progressing your application and to assess your suitability for the role for which you have applied. Applying for a job with us Applying for a job with KCOM is usually managed through either: Our online application system, or A recruitment agent appointed on behalf of KCOM Online application system: Our online application system is provided by eArcu, who will collect and process your personal data on our behalf. If you send us a speculative CV we may use the contact details you provide to contact you and where there is a position available which we believe you are suitable for we will ask you to submit your application through the eArcu system. When applying for a position with us using eArcu you will be asked to provide us with the following information: Name Postcode and town Email address Mobile number Salary expectations Notice requirements Copy of your current CV You do not have to provide us with this information but failure to do so may affect your application. Recruitment agents: We may advertise positions through recruitment agents who will gather information with respect to potential employees on our behalf and will share this with us. We have relationships with a number of recruitment agents to cover the various different disciplines which we may recruit into. Progressing an application Once you have submitted your application we will share your information with those people within KCOM who will be involved in the recruitment, this will be our human resources team and those employees of KCOM who are directly involved in the recruitment with whom the vacancy sits. We will use the contact details you provide to contact you to inform you of the outcome of your application. If you are invited to attend an interview at our offices your details will be recorded in our visitors log for security purposes and you should be aware that CCTV is in operation on our sites. Your details will be archived on the eArcu system after 365 days of inactivity and then permanently deleted after a further 90 days . If you are employed by KCOM, information relating to your application will be retained on the eArcu system for 7 years and then permanently deleted after a further 90 days). Making an offer of employment If you accept an offer of employment: As an employee of KCOM your personal information will be loaded onto our record management system CIPHR We use Agenda Screening Services to carry out security checks, their privacy policy can be viewed here. We will use your name and email address to set you up on Agenda’s system and you will be sent a link to their screening system where you will be asked to input further information. Some roles within KCOM require us to obtain enhanced security clearance, where this is the case we will inform you of this and request the additional information we require Leaving your employment with KCOM If you leave your employment your details will remain on CIPHR for six years. Back to contents 14. Marketing Where you are happy for us to do so we may use your personal information to provide you with details of products, services or special offers which we believe may be of interest to you by post, email, text message or over the phone. If you do not want to receive any marketing information you can: Click the ‘opt out’ button at the bottom of any marketing email or send an email to dpo@kcom.com Respond to a marketing text message with the word ‘KCOM UNSUBSCRIBE’ Write to the Data Protection Officer at the address given above Inform us over the phone following a marketing call or by phoning our customer services team on 01482 602555 Change your preferences through My Account if you are a residential customer Alternatively, where you are a business customer, manage your preferences through our Preference Centre for Businesses Please note where you have both residential and business services and you wish to stop receiving marketing from KCOM which relates to both of these relationships we will require you to opt out of marketing for each stream separately. Where you elect not to receive marketing information (whether this is all marketing or only marketing in relation to some areas) we would ask that you note the following: Please allow 28 days for the relevant marketing communications to stop completely We will continue hold your name, address, phone number and email address on our marketing database but will only process this information as necessary to ensure that we do not market to you directly in the future Where you use the ‘opt out’ link contained at the bottom of a direct marketing email we will stop sending marketing emails to this email address only, if you have any other email addresses registered with us and wish us to stop sending marketing emails to these addresses as well please ensure that we are provided with the relevant details to enable us to update our records This opt out relates to direct marketing only (i.e. marketing which uses your personal data), this will not stop marketing which is not targeted at you personally (for example a mail shot addressed ‘To the Occupier’ where the occupier is not a customer of KCOM) We use third parties to help us manage our marketing database and marketing campaigns and so will share your personal information with them. These companies are: Salesforce (EMEA Limited) Dotmailer Limited Digital marketing adverts On occasion, we may carry out online marketing via third party tools that use either anonymous IP addresses or email addresses (only if opted into marketing preferences) to exclude or to display digital adverts to you across other websites or on social media via cookies: Remarketing via website URL: If you have visited certain, specific pages on any of our websites Personal data: If you have provided your email address for marketing purposes Behavioural: We may run adverts through search or display networks (e.g. Google Display Network) that serve our ads to audiences in pre-defined categories If you no longer wish to see a digital advert from us, please clear your cookie settings and remove email permissions. In all scenarios, you can tailor your browsing experience for all of your online activity by modifying your browser settings: http://www.youronlinechoices.com/uk/five-top-tips We will not share your information with any unaffiliated third parties for the purposes of enabling them to market their products or services to you. Where you request not to receive marketing information from us we will still need to use your personal information to send you service updates. Prospective customers What Personal Data we collect. We may obtain personal data from third parties to help us identify prospective customers who may be interested in our products and services. We currently purchase the following: Skip table of data Consumer Business Skip to top of table If we purchase any personal data in addition to that identified above for a particular campaign we will inform you of this when we contact you. The personal data we purchase: Has been gathered for the purpose of sharing this with third parties who provide products and services which individuals have stated are of interest. Will be used to contact you to provide you with details of our products, services or special offers, enabling us to operate more effectively as a business and reach out to prospective customers. How will your Personal Data be used We will use your personal data to contact you and discuss the products and services we provide. This may involve using the data collected to create a profile which will enable us to tailor which of the products and services we offer we will discuss with you. We will not share information about prospective customers with any third party other than those parties who host the information (for example Salesforce) nor will we transfer any of the personal data outside the UK or the EEA. How long we store your Personal Data. Your personal data will be retained securely for 1 year after a marketing campaign has concluded. After this time the data will be anonymised or securely deleted. If you inform us that you do not want to receive marketing from KCOM we will retain your details but will only process them to ensure that we do not market to you in the future. Back to contents KCOM For the home Business – East Yorkshire & North Lincolnshire Wholesale About us About us Responsibility Contact Us News All news Community Business Retail Wholesale Connect Facebook Twitter Instagram LinkedIn Careers Careers Sitemap Regulatory Universal Service Obligation Cookies Privacy notice Terms of use Accessibility © KCOM Group Limited 2021 How we use cookies We use cookies to give you the best website experience possible, analyse our traffic and personalise advertising to you. By clicking continue, we'll assume this is OK. You can change your cookie preferences at any time by using the link in our website footer. 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