Privacy Policy

Overview

2PHONE is a UK-based phone upgrade guidance line. This policy explains what information we collect when you contact us, why we collect it, and what rights you have over it. We don't sell handsets, SIMs, or airtime plans directly — most of what we handle is limited to the contact you have with us by phone or email.

This policy applies to anyone who visits this website or calls our advice line. By using either, you're agreeing to the practices described below.

What we collect

We keep the information we collect to the minimum needed to help you. Depending on how you get in touch, this can include:

• Contact details — your name, phone number, or email address, if you give these to us during a call or in an email.
• Call information — the date, time, and length of a call, and notes taken during the call to help us answer your questions properly.
• Device and browsing information — standard technical details such as browser type and pages visited, collected automatically when you use this website.
• Anything you tell us directly — details about your current contract, handset, or upgrade plans that you choose to share so we can give relevant guidance.

We don't ask for or store full payment card details, account passwords, or ID documents. There's no form on this site that collects personal data — the only direct contact route is by phone or email.

How we use it

We use the information we collect for a small number of straightforward purposes:

• To answer your questions — using whatever you've told us to give accurate, relevant guidance on your call.
• To improve our guidance — reviewing call notes in aggregate to spot common questions and update what we tell people.
• To meet legal obligations — keeping basic records where we're required to by UK law.
• To respond to emails — replying to anything sent to us, and keeping a record of that correspondence.

We don't use your information for automated decision-making, profiling, or targeted advertising.

Phone calls

Calls to 0800 817 4852 may be monitored or recorded for training and quality purposes. If a call is recorded, this is so we can review the accuracy of the guidance given and improve how we explain things — not for marketing.

You don't need to provide any personal details to get general guidance over the phone. If you'd rather keep the call anonymous, just let us know and we'll work with whatever you're comfortable sharing.

Sharing your information

We don't sell your personal information, and we don't share it with handset retailers, network providers, or marketing companies. The only circumstances in which your information may be shared are:

• Service providers — trusted suppliers who help us run our phone or email systems, bound by confidentiality obligations.
• Legal requirements — where we're required to disclose information to comply with the law, a court order, or a request from a UK regulator.
• Business changes — if 2PHONE were ever to merge with or be acquired by another organisation, in which case any new owner would be bound by this same policy.

How long we keep it

We keep call notes and email correspondence for as long as is reasonably necessary to handle any follow-up questions and meet our legal obligations, and no longer. After that, information is securely deleted. If you'd like your information removed sooner, you can ask us directly using the contact details below.

Cookies

This website uses only the minimum technical cookies needed to make pages load and function correctly. We don't use tracking or advertising cookies, and we don't share browsing data with third-party advertisers.

Your rights

Under UK data protection law, you have a number of rights over the information we hold about you. These include the right to:

• Access what information we hold about you.
• Correct any information that's inaccurate or incomplete.
• Request deletion of your information, subject to any legal reason we may need to keep it.
• Object to how we use your information, or ask us to restrict that use.

To exercise any of these rights, contact us using the details below. We aim to respond to all requests within one month.

Keeping your data safe

We take reasonable technical and organisational steps to protect any information we hold, including restricting access to call notes and correspondence to people who need it to do their job. No system is completely risk-free, but we review our practices regularly to keep them appropriate to the limited information we hold.

Changes to this policy

We may update this policy from time to time, for example to reflect a change in the law or in how we operate. Any updates will be posted on this page with a new "last updated" date. We'd encourage checking back occasionally if you're a regular visitor.

Contact us

If you have any questions about this policy, or want to exercise any of the rights listed above, get in touch using the details below.

If you remain unhappy with how we've handled your information, you also have the right to raise a concern with the Information Commissioner's Office (ICO), the UK's data protection regulator.