Our Privacy Policy

What we use your personal information for	Our reasons
To process your order so that we can provide you with products and services, for example: - to process and set up the products and services you have purchased from us - to keep you updated with the progress of your order	For the performance of our contract with you or to take steps at your request before entering into a contract
To provide products and/or services to you, for example: - So that you can make calls, send text messages and browse the internet on your phone - So that we can generate your bill based on your usage or take the appropriate amount of credit from you - So we can contact you if the billing information you provided us with is about to expire or we’re not able to take payment - So we can respond to any questions or concerns you may have about our products or services - So we can contact you with customer service messages to keep you updated with current information about products and services you have purchased. For example, changes to our terms and conditions or service interruptions	For the performance of our contract with you or to take steps at your request before entering into a contract
To prevent and detect fraud against you or The Mobell Group	For our legitimate interests or those of a third-party
To recover debts or trace those who owe us money resulting from the use of our services	For our legitimate interests or those of a third-party
To maintain the security of our systems, services and the networks we use	For our legitimate interests or those of a third-party
To improve our service and for innovating our products and services, for example: - We collect anonymous, de-identified or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way	For our legitimate interests or those of a third-party
To manage our services and understand product usage, for example: - To understand how you use our products and services. That way we can seek to review and improve these, and develop more interesting and relevant products and services, as well as personalising our products and services	For our legitimate interests or those of a third-party
Marketing our services, for example to: - existing and former customers - third parties who have previously expressed an interest in our services	For our legitimate interests or those of a third-party
To conduct checks to identify our customers and verify their identity, for example: - We will sometimes need to profile you, for credit, fraud and security purposes - We may carry out a credit check when you apply for a contract for any products or services with us - For some products and services, we may need to collect your ID details - We will also use your personal information for identity verification purposes, for access to your account and for general account management - We sometimes supplement the information we collect about you with information from other sources (for example credit reference agencies) to assess the accuracy of the information that we hold.	For our legitimate interests or those of a third-party
Operational reasons, for example - improving efficiency - training - quality control This is so we can so we can continue to deliver the best service to you at the best price	For our legitimate interests or those of a third-party
Statistical analysis in relation to such as our financial performance, customer base and product range, for example: - to help us manage our business and costs - to improve our products and services	For our legitimate interests or those of a third-party
Other processing necessary to comply with professional, legal and regulatory obligations that apply to our business, for example - Accounting and tax requirements, which are subject to strict internal policies - Gathering and providing information required by or relating to audits, enquiries or investigations by regulatory bodies	To comply with our legal and regulatory obligations

The above table does not apply to special category personal information, which we will only process with your explicit consent.

International data transfers

We may need to transfer your information to other Mobell Group companies or service providers in countries outside the UK, such as Japan and the USA. This kind of data transfer may happen if our servers (i.e. where we store data) or our suppliers and service providers are based outside the UK, or if you use our services and products while visiting different countries.

Personal data is hosted on our secure servers in the UK, the USA and Japan. Data may be transmitted between our secure servers in Japan and the UK; data may also be transmitted between our secure servers in the USA and the UK. This is so that we can deliver your products to you and provide you with customer service and billing information. Data is always transmitted between our secure servers via our secure encrypted VPN.

If we need to transfer your information, we will always make sure that your information is properly protected by ensuring that there is a proper legal agreement that covers the data transfer.

Who we share your personal information with

Where applicable, we share information about you with:

• Companies in The Mobell Group in order to deliver your products to you and to provide worldwide customer service
• Partners, suppliers or agents involved in delivering the products and services you’ve ordered or used, for example shipping companies and pick-up location agents
• Companies who are engaged to perform services for, or on behalf of, The Mobell Group
• Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies
• Debt collection agencies or other debt-recovery organisations
• Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities as required or as authorised to by law
• A third-party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement
• Emergency services (if you make an emergency call), including your approximate location
• Third parties that we advertise with, such as Facebook, in order to serve you advertisements online
• Third parties that we use to serve you marketing, for example Mail Chimp, in order to send you marketing emails (note that we will only send you marketing emails in the event that you have signed up to receive them).

Payment Processing

We designate WorldPay and PayPal as our payment processors. WorldPay/PayPal are Controllers of the personal data you share with us because they determine which items of personal data are required to provide their payment services, the purposes for which personal data will be used, and how long to retain the personal data in accordance with their own legal and regulatory obligations. For more information on our payment processors’ responsibilities, please see their privacy statements: WorldPay; PayPal.

Fraud management and law enforcement

We will release information if it is reasonable for the purpose of protecting us against fraud, defending our rights or property, or to protect the interests of our customers.

We also may need to release your information to comply with our legal obligation to respond to lawful demands from governmental or law enforcement agencies. Your personal data shall only be provided when we are obliged to do so in accordance with the law and pursuant to an exhaustive evaluation of all legal requirements.

Mergers and acquisitions

If we are reorganised or sold to another organisation, we will provide your information to that organisation.

Relationships with third parties

Where you purchase Mobell Group products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them.

If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, they may have access to your personal information (for example usage information for your calls, texts and data usage). We do not authorise them to use or disclose your personal information except in connection with providing those services.

Connecting to third-party devices

You may connect third-party devices to your SIM/device. These include mobile phone devices or connected devices such as smart speakers or smart watches.

When you connect your SIM to these devices, those third parties may record your SIM details or your interaction with the network. The third-party device manufacturers will process your personal data in accordance with their own policies and we therefore recommend that you read their privacy statements before choosing to connect.

Cookies and similar technologies

A cookie is a small text file which is placed onto your device (e.g. computer, smartphone or other electronic device) when you use our website. We use cookies and other similar tracking technologies such as web beacons, action tags, single-pixel gifs on our website. These help us recognise you and your device and store some information about your preferences or past actions.

We use cookies for the following purposes:

• To improve the performance of our websites by understanding which parts work well, and which parts do not work well.
• To measure how effective our online advertising and marketing communications are.
• To enable us to collect information about how you and other people use our websites.
• To improve your experience on our websites, for example we use cookies to remember the products you have put in your basket and to personalise your experience.

Blocking or restricting cookies

You can stop cookies being used on your device by activating the setting on your browser that allows you to block the deployment of all or some cookies. Please visit www.allaboutcookies.org to find out how. Please note, if you use your browser settings to block cookies you may not be able to access all or parts of our site.

Marketing

As our customer or a visitor to our website, you have the option to opt-in to receive marketing communications from us.

If you have opted to receive marketing communications from us, we may contact you by email to keep you informed about new and existing products and services, competitions, prize draws and other promotions. We may also send you newsletters and occasionally invite you to participate in market research. We tailor these messages based on the products and/or services you have purchased from us in the past.

If you have previously agreed to being contacted in this way you can manage your marketing communications preferences by following the unsubscribe instructions at the bottom of any marketing email we send you or by sending an unsubscribe request to

For more information on your rights, see the ‘Your rights’ section of this policy.

Your rights

Under the General Data Protection Regulation (GDPR), you have a number of important rights free of charge. In summary, those include rights to:

• fair processing of information and transparency over how we use your personal information
• access to your personal information and to certain other supplementary information that this Privacy Policy is already designed to address. You have the right to make a request for a copy of the personal data that The Mobell Group holds about you
• require us to correct any mistakes in your information that we hold. You have the right to correct information held about you if it is not accurate. If the information we hold about you is inaccurate or needs to be updated, you can log in to your online account to update it
• require the erasure of personal information concerning you in certain situations. The Mobell Group will only process and retain your data for as long as needed. In certain circumstances you have the right to request that we erase personal data of yours that we hold. If you feel that we are retaining your data longer than we need, it is worth first checking that your contract with The Mobell Group has been terminated, which you can do in your online account or by contacting our Customer Service Team. If your contract with The Mobell Group has been terminated, we may still have lawful grounds to process your personal data. For more information on retention periods, see the section in this Privacy Policy called ‘How long do we keep your personal information for’
• receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third-party in certain situations
• object at any time to processing of personal information concerning you for direct marketing. For more information about how to opt-out of direct marketing, please see the ‘Marketing’ section of this policy
• object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you
• object in certain other situations to our continued processing of your personal information
• otherwise restrict our processing of your personal information in certain circumstances
• claim compensation for damages caused by our breach of any data protection laws

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation here.

If you would like to exercise any of those rights, please:

• email or write to us – see the ‘How to contact us’ section of this policy for contact information
• let us have enough information to identify you (e.g. account number, phone number, email address, etc.)
• let us know the information to which your request relates including any account or reference numbers, if you have them

If you have any questions regarding your rights, please email and a member of our dedicated team will respond to you.

Keeping your personal information secure

Our internal security teams constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.

Data is transferred between our systems using encrypted connections wherever possible. Email communications may not be secure unless they have been encrypted. Your emails may go through a number of countries before being delivered, as this is the nature of the internet.

We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need for that information. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you are required to submit ID information to us, your ID information is fully encrypted on our secure servers. We will never ask for your secure personal or account information by an unsolicited means of communication. You are responsible for keeping your personal and account information secure and not sharing it with others.

Our websites may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. We therefore recommend that you read that company’s privacy and cookies policies before using or putting your personal information on their site. The same applies to any third-party websites or content you connect to using our products and services.

You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information. Social plug-ins and social applications are operated by the social network themselves and are subject to their own terms of use and privacy and cookies policies. You should make sure you are familiar with these.

To get detailed information on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, we recommend visiting Get Safe Online. This service is supported by the UK Government and a number of leading international businesses.

How long your personal data will be kept for

We will keep your personal information while you have an account with us, or we are providing products and/or services to you. Thereafter, we will keep your personal information for as long as is necessary:

• to respond to any questions, complaints or claims made by you or on your behalf
• to show that we treated you fairly
• to keep records required by law

We will not retain your personal information in an identifiable form for longer than necessary for the purposes set out in this policy. Different retention periods apply for different types of personal information. Further details on this are available in our Retention Policy and details are available upon request.

When it is no longer necessary to retain your personal information, we will delete or anonymise it.

How to complain

We hope that we can resolve any query or concern you raise about our use of your information. If you want to contact us about any of your rights or complain about how we use your information, please email . The General Data Protection Regulation gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted online at https://ico.org.uk/concerns/ or by telephone at +44 (0)303 123 1113.

Changes to this website Privacy Policy

Our Privacy Policy is updated from time to time. Whenever we make a change, we will post this on our website and let you know if there is a material change. This Privacy Policy was last updated on February 23rd 2021.

How to contact us

Your opinion matters to us – if you have any questions about our Privacy Policy or your privacy settings, please email and a member of our dedicated team will respond to you.

You may also direct your privacy related comments or questions by mail to: The Mobell Group, Attention: Mobell Group Data Protection Team, The Winding House, Walkers Rise, Rugeley Road, Hednesford, WS12 OQU, UK.