Privay Notices

About Us

We are Lonsdale Network Services Ltd (company number 08107724). Our registered office is at 10 The Courtyard, Edenhall, Penrith, Cumbria, CA11 8ST. Our contact information is available at https://www.lonsdalenet.co.uk/contact-us/

Privacy Notice: Potential and Prospective Customers

This privacy notice relates to the personal data we process about potential and prospective customers.

What personal data we process and why

(References to the basis of processing (e.g. "(Basis: Art. 6(1) (f).)") are a reference to the article of the General Data Protection Regulation under which we undertake the processing in question.)

You are not required to provide any of the following personal data to us but, if you do not, we will be unable to provide our services to you, help you apply for subsidies to cover / reduce connection costs, etc.

Your contact information

  • To provide you with information about our services following a request from you. (Basis: Art. 6(1)(f): we do this for the legitimate interest of responding to your request.)
  • To market our services. (Where we rely on your consent to do this (which you can revoke at any time) Basis: Art. 6(1)(a): consent. Where we do not rely on your consent, Art. 6(1)(f): we do this for the legitimate interest of marketing.)

Records of communications with you, including contact with our sales team

  • Identify areas where we can improve our business and services, including staff training and quality assurance. (Basis: Art. 6(1) (f): we do this for the legitimate interest of improving our business and services.)

Any personal data necessary to fulfil our legal obligations

  • For example, to respond to a demand under a court order or the Investigatory Powers Act 2016, or to comply with Ofcom’s General Conditions of Entitlement. (Basis: Art. 6(1) (c): we have to do this to comply with legal and regulatory obligations.)

Retention period

We retain your personal data until you ask us to delete it.

Recipients of personal data

We rely on a number of third parties to help us provide our services, and to run our business. These include:

  • Telephony and other service providers: Simwood
  • Communications: Amazon (web services, sending emails out to customers)
  • Our outsourced development team
  • Providers of voucher and subsidy schemes, to help you apply for subsidised or discounted installation costs

We may be required to provide personal data to courts or our ADR provider (CISAS) or in response to a court order, to regulators (such as Ofcom), or to law enforcement agencies.

If we undergo a change of control (e.g. we are bought out), we may transfer your personal data as part of the purchase of our business.

Transfers outside the EEA

With the exception of our development team (where we have in place the European Commission’s standard contract clauses), all our service providers are in the UK.

Your rights

You have lots of rights in respect of our processing of your personal data, and you can exercise most of them yourself:

  • the right to information about our processing of your data, as set out in this notice.
  • the right of access to personal data we hold about you.
  • the right to have inaccurate data corrected.
  • the right to erasure of your data, the right to restrict processing, and the right to object to processing, in some situations. Please check Articles 17 and 18 of the GDPR to make sure the rights apply to what you are wanting to do before contacting us. Note that we do not process your personal data for profiling or automated decision-making.
  • the right to complain to a supervisory authority, although we will obviously try to put right anything we have got wrong long before you need to do that.

Version 2.0. This policy was last updated on 26/05/2020.

Privacy Notice: Customers

What personal data we process and why

(References to the basis of processing (e.g. "(Basis: Art. 6(1) (f).)") are a reference to the article of the General Data Protection Regulation under which we undertake the processing in question.)

You are not required to provide any of this personal data to us but, if you do not, we will be unable to provide our services to you, or help you apply for subsidies and the like.

Your contact information and (if different) installation address

  • To provide you with our services. (Basis: Art. 6(1)(b): this is necessary to deliver the service to you.)
  • To contact you if we need to send you a notice, or let you know about changes to our services. (Basis: Art. 6(b): this is necessary to perform our contract with to you.)
  • To keep you informed about new services. (Where we rely on your consent to do this (which you can revoke at any time via the customer portal) Basis: Art. 6(1)(a): consent. Where we do not rely on your consent, Art. 6(1)(f): we do this for the legitimate interest of marketing.)

Billing information and payment history

  • To take payment for the services. (Basis: Art. 6(1)(b): this is necessary to deliver the service to you.)
  • Accountancy and tax purposes. (Basis: Art. 6(1) (c): we have to do this to comply with legal and regulatory obligations.)

Information about the services you purchase from us

  • To provide you with our services. (Basis: Art. 6(1) (b): this is necessary to deliver the service to you.)

Service use information

  • To calculate charges for services (such as phone calls). (Basis: Art. 6(1) (b): this is necessary to deliver the service to you.)
  • To monitor that your use is within the permitted level (usage limited) for the service you have bought. (Basis: Art. 6(1) (b): this is necessary to deliver the service to you.)
  • Defend and secure our network. (Basis: Art. 6(1) (c): we have to do this to comply with legal and regulatory obligations.)

The password you give us to configure your wireless router

  • We use the password chosen by you and given to us at the point of booking your installation to configure the wireless password on your router. (Basis: Art. 6(1) (f): we do this for the legitimate interest of making your set-up experience smoother.)

Records of communications with you, including contact with our support team

  • Provide you with technical support and customer service. (Basis: Art. 6(1) (b): this is necessary to deliver the service to you.)
  • Keep a record of complaints. (Basis: Art. 6(1) (c): we have to do this to comply with legal and regulatory obligations.)
  • Identify areas where we can improve our business and services, including staff training and quality assurance. (Basis: Art. 6(1) (f): we do this for the legitimate interest of improving our business and services.)

Data provided as part of voucher / subsidy schemes

  • To pass it to the relevant voucher or subsidy scheme operate. (Basis: Art. 6(1) (f): we do this for the legitimate interest of helping you apply for subsidised or discounted installation costs.)

Engaging with courts or alternative dispute resolution services

  • If we need to do so as part of a court or ADR process, we will process your personal information to either bring a claim, or defend a claim or dispute. (Basis: where we have a choice in the matter, Art. 6(1) (f): we do this for the legitimate interest of protecting our business. Where we are required to do so (e.g. under Ofcom’s General Conditions of Entitlement, or the Civil Procedure Rules, Art. 6(1) (c): we have to do this to comply with legal and regulatory obligations.)

Any personal data necessary to fulfil our legal obligations

  • For example, to respond to a demand under a court order or the Investigatory Powers Act 2016, or to comply with Ofcom’s General Conditions of Entitlement. (Basis: Art. 6(1) (c): we have to do this to comply with legal and regulatory obligations.)

Retention period

We retain your personal data for as long as you are a customer, and then for a further six years. If you have consented to marketing, or if marketing to you is a legitimate interest and you have not asked us to stop, we will send you information about products and services we think might be of interest, even if you are no longer our customer. You can ask us to stop by revoking your consent via the customer portal, or by contacting us, at any time.

Recipients of personal data

We rely on a number of third parties to help us provide our services to you, and to run our business. These include:

  • Payment providers: Smart Debit (direct debiting), SagePay (credit / debit card payments)
  • Telephony and other service providers: Simwood
  • Communications: ClickSend (sending SMS), Amazon (web services, sending emails out to customers)
  • Accounting: Xero
  • RIPE (or other relevant IP management authority), where required, to register you as the user of an IP Address or IP Address range - this may result in your contact information appearing in their WHOIS database and you should contact them for further information on this, with this generally only being applicable to business customers
  • Our outsourced development team
  • Providers of voucher and subsidy schemes, to help you apply for subsidised or discounted installation costs
  • External advisors (such as IT support staff, lawyers and accountants)

We may be required to provide personal data to courts or our ADR provider (CISAS) or in response to a court order, to regulators (such as Ofcom), or to law enforcement agencies. If you use our telephony services, we will provide to the emergency services the location information which you have provided to us, allowing them to locate you in the event of making an emergency call.

If we undergo a change of control (e.g. we are bought out), we may transfer your personal data as part of the purchase of our business.

Transfers outside the EEA

With the exception of our development team (where we have in place the European Commission’s standard contract clauses), all our service providers are in the UK.

Your rights

You have lots of rights in respect of our processing of your personal data, and you can exercise most of them yourself:

  • the right to information about our processing of your data, as set out in this notice.
  • the right of access to personal data we hold about you. You can obtain usage figures for broadband usage (GB upload / download) and a list of chargeable phone calls from our customer portal.
  • the right to have inaccurate data corrected. If we cannot correct your data yourself through the accounts or control systems, feel free to contact support.
  • the right to erasure of your data, the right to restrict processing, and the right to object to processing, in some situations. Please check Articles 17 and 18 of the GDPR to make sure the rights apply to what you are wanting to do before contacting us. Note that we do not process your personal data for profiling or automated decision-making (such as credit vetting).
  • the right to complain to a supervisory authority, although we will obviously try to put right anything we have got wrong long before you need to do that.

Version 2.0. This policy was last updated on 26/05/2020.