MoneyPlus Telecoms Privacy Notice

MoneyPlus Telecoms Limited is a member firm of MoneyPlus Holdings, which offers a wide range of products and services through our specialist firms. This Privacy Notice explains how MoneyPlus Telecoms collects, uses and stores your personal information.

When you become a customer of MoneyPlus Telecoms, our lawful basis for processing your personal data is ‘contractual’. In some cases, we may also process information where we have a legitimate interest to do so, as explained in this Notice. If you share any special category data with us (such as information about your health or medical needs), we will only process and store this with your explicit consent.

Who Collects Your Data?

Each member company of the MoneyPlus Holdings group has its own Data Controller. This is the entity responsible for ensuring that all information held about you is handled correctly, and each Controller is registered with the Information Commissioner’s Office (ICO), the UK’s data protection regulator. You can check the data protection registration of all UK firms at https://ico.org.uk/ESDWebPages/Search

As a customer of MoneyPlus Telecoms, we are your main Data Controller and our Registration number is ZA473714. If you are also a customer of other MoneyPlus products or services, please refer to that company’s Privacy Notice for information on how they will manage your data.

How Do We Collect Your Information?

We may receive your personal information directly from you and any third party you appoint to act on your behalf, such as a partner or carer. If you use our website or online facilities, our systems will automatically collect information about you as explained below. As your telecoms supplier, we will receive continual data about your mobile phone usage and may receive further information from the network operators. In some cases, we may receive other information about you, such as details of a health condition from a medical professional or details from law enforcement.

What Personal Information Do We Collect?

In order to provide your service, we use Personal Information (data) that uniquely identifies you and your personal situation. The table below explains the information we collect and why.

Type of Personal Data
Why we need the data and what we do with it

Personal Descriptors

e.g. Your name, age, date of birth, or address
We require this to identify and communicate with you about your service.

You cannot opt out of providing this information

Financial Information

e.g. Bank account details, debit card
We need your current bank information to process any payments due.

You cannot opt out of providing this information

Life Information

e.g. marital status, utility usage
We collect data about your usage to provide your bills, help to identify potential savings, and monitor the performance of our utilities.

You cannot opt out of providing this information

Health Information (also called Special Category Data)

e.g. details of physical/mental conditions
We may collect certain Special Category data to identify if you require further support from us to effectively use our services

You cannot opt out of providing this information

Technical Information

e.g. IP address, cookies, IMEI mobile handset code,
We collect continual data from your SIM card to facilitate your service.
If you visit our websites, we collect your IP address, browser type and use cookies / plug-ins to collect data on how you use the site.


You cannot opt out of providing telecoms data but can deactivate the use of cookies in your browser as explained below

How Do We Collect Information on Our Websites?

We use cookies and plug-ins (e.g. Google Analytics, Wordpress and Yoast SEO) to collect information about visitors to our websites. Our sites also automatically log your IP address, browser version and what type of device you’re using in order to provide the best possible version of the site for how you’re viewing it. Cookies are text files placed on your computer to collect standard internet log data and visitor behaviour information. This is used to track how visitors use our website and compile statistical reports on website activity, such as how long people stay on individual pages. For further information on what cookies are and how they work, visit www.aboutcookies.org or https://ico.org.uk/concerns/cookies

You can set your browser not to accept cookies, as explained in the links above, but this may mean that some features of our websites do not function correctly. If you use your browser to save your password information or similar data to auto-fill forms, we do not have access to these details.

How Do We Use Your Information?

The main lawful basis for us to process your information is ‘contractual’. This means that in order to provide the services you requested from us, we need to use your personal information. The types of information we need to collect, store and process are explained in the Personal Information table above.



In some circumstances, the lawful basis for processing your information may change. For example, if we need to prioritise your vital interests – such as protecting your life – we will take any actions we deem necessary, such as contacting the emergency services.

The lawful basis may also change to ‘legitimate interests’ where we identify a benefit to using your information outside of our usual contractual services, such as statistical data purposes (though this will usually be anonymised to safeguard your information). We may also use our legitimate interests to try and benefit you directly by letting you know about other services MoneyPlus Holdings companies offer that we reasonably think you would be interested in. For example, if you fall behind in your payments, we may use our specialist debt advice team to see if you need assistance.

How Do We Transfer and Share Your Information?

In order to provide your telecoms service, we will need to share data with the network providers to provide you with the line access and monitor / resolve any faults.

We may also use the services of external specialist firms, and outsource certain aspects of our processes to other organisations, some of whom may be located outside of the European Union. We keep outsourcing activity to a minimum by may use external firms to assist us with services like call quality monitoring, payment processing, auditing, document scanning/printing, record keeping, and marketing. All such service providers are carefully vetted and monitored to ensure the safeguarding of your information.

Where identity checks are required, we use Experian Limited, the UK’s largest credit reference agency, to complete a ‘soft search’ of your credit file. This does not impact your credit score. If a formal credit check is required, you will be notified of this in advance and we will only complete this check with your explicit consent. Experian Limited will not use your data for any other purpose.

In accordance with our legal obligations, we may be required to share information with the police, other law enforcement agencies, government departments or regulatory bodies.

You have the option to appoint someone, such as a spouse or carer, to act on your behalf and deal with MoneyPlus for the majority of our services. You will need to provide separate explicit consent for us to be able to share your information with them, and you can revoke this consent at any time.

We do not share your information with any company outside of MoneyPlus Holdings for marketing purposes without your consent. For more information, see the Marketing section below.

How Do We Secure and Retain Your Information?

We will retain your information for the full duration of our contractual relationship with you to enable us to provide our services, and for a maximum of seven years following the closure of your account to comply with our legal and regulatory requirements. Any personal data we do not believe is necessary to provide our services and all information outside of the retention period is securely destroyed and deleted.

All personal information we hold is securely stored and we conduct our services through computer systems with any paperwork or documents we receive scanned to these systems. If you need to send us important documents, please ensure you keep a copy.

We conduct regular testing of our cyber and physical security procedures to ensure these are sufficiently maintained. If at any time we believe there has been a breach of your personal data, we will notify you immediately. If you believe your personal information may have been shared with an unauthorised third party, you must let us know as soon as possible. You are responsible for keeping any personal passwords, pin numbers or similar security information private.

If you have any concerns about how we have handled or protected your information, we would hope that you contact us to discuss this but you can also escalate your concerns to the UK’s data protection regulator, the Information Commissioner’s Office (ICO). For more information, visit www.ico.org.uk

What Are Your Individual Rights?

Under the Data Protection Act 2018, you can enact any of the below rights at any time:

  • You have the right to access all information we hold about you at any point, and you can request copies of all data we have by contacting us at the details below. Your data will be provided free of charge unless your request is excessive or repetitive, at which point we reserve the right to charge an administration fee of £10.00. You must contact us to exercise this right and we will respond within one month.
  • You have the right to rectify any information you believe is incorrect. We regularly refresh and check your data to make sure it is as accurate as possible but if you believe any details are incorrect, you can request this is amended or removed by contacting us. We will respond within one month to confirm the actions we have taken.
  • You have the right to request the erasure of your information if you withdraw consent to MoneyPlus processing your data. You should contact us to request this and we will respond within one month. Please note that any right to erasure is overridden by our legal and regulatory record-keeping requirements.
  • You can restrict the processing of your data in certain circumstances, for example; if you contest the accuracy of the information or if you object to us processing the data we hold about you. You should contact us to request this and we will respond to confirm what action we have taken within one month.
  • You have the right for your data to be portable, which means that we can provide you with key personal information in a structured, commonly used and machine readable form free of charge. This enables you to transfer data to other companies easily and, if required, we can supply this information directly to another firm if technically feasible. You should contact us to request this and we will provide your data within one month, though this can be extended to two months for complex cases.
  • You have the right to understand and control automated decision making. When providing our services, we may use profiling and automated decision process, such as to identify a customer’s eligibility for debt solutions. We have additional checks in place to protect vulnerable groups and oversee the accuracy of our systems, but users (you) can request human intervention, challenge decisions, or contact us to opt out of automated decision making at any stage.
  • You have the right to withdraw your consent at any time. You cannot remove your consent to some information we process without the contract being terminated (i.e. any data required to meet our contractual obligations) but you have the right to withdraw from the contract.

Marketing

All customers are asked to provide their marketing preferences at the outset of their contract and, in most cases, at least annually thereafter. You will only receive marketing about third party products or services if you have explicitly informed us you wish to be sent this. We do not share your information with any third party companies for marketing without your explicit consent, and you can withdraw this consent or change your marketing preferences at any time

Over the course of your contract, we may have a legitimate interest to notify you of other products and services that other companies in our group provide and which we reasonably believe may be of benefit to you. If you have explicitly stated that you do not want to receive any marketing material, you will be excluded from this consideration. You can withdraw or amend your consent for marketing at any time.

Please note that you will likely receive routine information from MoneyPlus Telecoms regarding the performance of your chosen service. This type of information – such as newsletters, bills, or annual statements – is not marketing material but you can change how we contact you with this information at any time.

How to contact us

Email (all customers): mydata@moneyplus.com
Post (all customers): MoneyPlus, Riverside, New Bailey Street, Manchester, M3 5FS
Phone: MoneyPlus Telecoms: 0161 509 4777

Changes to our Privacy Notice

If we change how we plan to use your information in the future, we will give you a minimum of 14 days’ notice of this. You have the right to refuse any such changes but it may result in the termination of our service if this refusal affects our ability to provide the contractual service to you. Please contact us if you have any questions about this Privacy Notice or information we hold about you.