Accessing and updating how we use your information

You can access and update the information we hold about you using our online form. Once we’ve looked at your request, we’ll let you know when you can expect to hear from us.

We’ll always try to help you with your request but we can refuse if we believe doing so would have a negative effect on others or the law prevents us. And even though we have to complete your request free of charge, we are allowed to reject requests if:

  • they’re repetitive;
  • you don’t have the right to ask for the information; or
  • the requests made are excessive.

If that’s the case, we’ll explain why we believe we don’t have to fulfil the request.

Want a copy of the information we hold about you?

You can ask us for a copy of the information we hold about you using our online form.

We will respond to a request electronically unless you advise us otherwise.

We’ll always try to help you with your request. But we can decline if we believe doing so would adversely affect others or the law stops us. We’ll also decline if it’s impossible for us to comply or the request is manifestly unfounded or excessive.

Concerned about what we’re doing with your personal information?

You can ask us to correct, complete, delete or stop using any personal information we hold about you by using our online form.

If we send you marketing information through our Community Fibre Partnerships programme, then you can ask us to stop sending those messages using the ‘unsubscribe’ link in the email, or by using our online form.

If you want us to stop using personal information we’ve collected via cookies on our website or apps, you should either change your cookie settings as set out in our cookie policy or change the settings for your app. You can find a link to our cookie policy on the footer of the site you are browsing.

In some cases, we might decide to keep information, even if you ask us not to. This could be for legal or regulatory reasons, so that we can keep providing our products and services, or for another legitimate reason. For example, we keep certain billing information to show we have charged you correctly. But we’ll always tell you why we keep the information.

We aim to provide our products and services in a way that protects information and respects your request. Because of this, when you delete or change (or ask us to delete or change) your information from our systems, we might not do so straight away from our back-up systems or copies on our active servers. And we may need to keep some information to fulfil your request (for example, keeping your email address to make sure it’s not on our marketing list). 

Where we can, we’ll confirm any changes. For example, we’ll check a change of address against the Postal Address File, or we might ask you to confirm it.

If we’ve asked for your permission to provide a service, you can withdraw that permission at any time. It’ll take us up to 30 days to do that. And it only applies to how we use your personal information in the future, not what we’ve done in the past (for example, if we’ve run a credit check at the start of your contract).

Moving to another provider and want to take your personal information?

If we provide you with our products and services, or you’ve said we can use your information, you can ask us to move, copy or transfer the information you have given us. You can ask us to do this using our online form. 

We’ll send your personal information electronically. And we’ll do our best to send it in another format if needed.

We’ll always try to help you with your request. But we can refuse if sharing the information would have a negative effect on others, for example because it includes personal information about someone else, or the law prevents us from doing so.

It will normally take us up to one month to get back to you but could take longer (up to a further two months) if it’s a complicated request or we get a lot of requests at once.