Here at Virgin Digital Help Limited ("Virgin Digital Help ", "we" or "us"),
we take your privacy seriously. We're committed to protecting the privacy of all
the personal information you give us. We will comply with the UK's Data
Protection Act 1998 and any other applicable data protection legislation. We are
registered on the public register of data controllers maintained by the
Information Commissioner in the UK.
We have a philosophy here about the way we use your consent to be contacted
(if you give us that consent). If you hear from us, we will always aim to be
respectful, relevant and appropriate. If at any time you don't feel we've lived
up to our philosophy, please let us know straight away by
getting in touch with us.
of use. By using the Virgin Digital Help site (www.virgindigitalhelp.co.uk), you
are agreeing to be bound by the Website
Terms & Conditions. In addition, if you order products and services from us,
you will be asked to agree to our Customer Terms.
This policy explains how we collect, use and store the personal information
you provide or make available to us. 'Personal information' is information which
identifies you or another person or is capable of doing so.
This policy may change from time to time and, if it does, the up-to-date
version will always be available on the Virgin Digital Help site. By continuing
to use the Virgin Digital Help site you are agreeing to any updated versions.
What information do we collect?
We may collect details from you at different times, for example when you
request or purchase products or services from us, when you sign up with us as a
registered user of www.virgindigitalhelp.co.uk, when you
register to use our Desktop Digital Helper or to receive information from us and
if you sign up for promotions or competitions. By providing us with your details
in this way, you'll be agreeing that your personal information can be used and
disclosed as set out in this policy.
Depending on what you choose to register for, we may ask you:
- For your first name
- For your last name
- For your email address
- To create a password
In addition, if you are purchasing products or services from us, we will ask
you for your
- home and billing address
- phone number
- payment details (including credit card/debit card details)
Also, if you're purchasing one of our Group Packages, we will need you to
provide certain details about each of your nominees, including, for example,
their first name, surname and email address. We will collect, use and store this
person's consent before giving us the information and you agree to indemnify us
and hold us harmless (and continue to keep us indemnified and held harmless)
against all losses we may suffer as a result of any failure to obtain such
consent. For more details, see the
We may also collect other information about you, including your Internet
Protocol (IP) address and other details of your computer system, your order and
service history or your responses (if any) to any survey or questionnaire we
might send you from time to time. We might also supplement the information you
provide to us with information we obtain from others, for example information we
obtain from others in your household if we provide you with our Home Visit
It’s not our policy to collect sensitive personal data about our customers –
that’s data defined as sensitive personal data by the UK’s Data Protection Act,
such as information about your health, sexuality, race, religion or political
beliefs. We recommend you don’t provide this to us and you should not give us
information of this nature about any other person. However, if you choose to do
so for any reason, this will mean that you have given (and that we accept) your
explicit consent for us to use and disclose that information for the reasons
(and in the manner) described in this policy.
Also, if we provide you with a Remote Service (as outlined in our Customer
Terms) then one of our agents may have access to any personal information which
you make available on your computer (which could include sensitive personal data
such as that described above). Our agents won't misuse or access this
information unless it is a necessary part of the service they are providing to
you (or if you specifically ask them to) but you should ensure that you secure
the personal, financial and sensitive information on your computer before
requesting a Remote Service from us. You should also read and comply with our
If we offer any promotions or run any competitions, we may also need to ask
you for further details (such as a date of birth) to make sure you're eligible
to participate or, for competitions, to get in touch with you to tell you the
good news if you're a winner.
In all the above cases, our main purpose for collecting the data is to
provide you with the products and services you request from us and to help us
provide you with a better customer experience. We may also use your information
for other reasons, which are listed in the sections below.
Will we use your information for marketing?
When you register, we'll clearly state that Virgin Digital Help and other
Virgin companies would like to keep in touch with you about products and
services which we think will interest you. By giving us your details, you’ll be
agreeing to this. However, if you’d prefer that Virgin Digital Help doesn’t
contact you for this purpose and doesn’t share information about you with other
Virgin companies for marketing, then please let us know by ticking the box as
indicated at the point of registration and we will respect your wishes. Even if,
at the time when you register with us, you do not log an objection in this way,
you can always change your mind in the future. You always have the right, at any
time, to object to us using your personal information for marketing purposes and
to object to us sharing your details with the other Virgin companies for
marketing purposes — you can change this in the “My Account” section of the
website, or you can contact us at the contact details set out at the bottom of
stops sending you marketing — just contact them directly.
If we do offer any competitions that you want to participate in, don't worry
- ticking the box to opt out of being contacted for marketing won't affect your
entry into the competition. Your chances are as good as everyone else's.
If you're registering specifically to receive certain information from us
(for example by entering your email address where prompted through our Desktop
Digital Helper), we'll take this as your consent to receive that information.
How else will we use your information?
We may also use your information for the following purposes:
- To help provide products or services to you and to administer your
account (including processing your order and payment(s) and validating your
credit/debit card details)
- To send you invoices and service messages (for example, if you are a
Home Visit Service customer, to re-schedule a technician's appointment if
- To enable you to access the 'My Account' section of the Virgin Digital
Help site and any other sections accessible only to registered users
- To send you specific information, if you've requested it, or to carry
out your other specific requests
- To carry out surveys occasionally and to analyse our user base '
ultimately we want to ensure that www.virgindigitalhelp.co.uk and the products
and services offered by Virgin Digital Help provide everything that you, our
customers, are looking for
- To administer any promotional activities and competitions in which you
wish to participate
- To comply with the law and deal with your complaints
- As we feel is necessary to prevent illegal activity or to protect our
And we won't keep hold of your personal information for longer than is
reasonably necessary or required by law.
Will we share your information with anyone else?
It helps our employees, agents and trusted third party service providers
(including, for example, Sutherland Global Services Inc. and their
sub-contractors) to provide our products and services to you, to process your
orders and payments or to carry out surveys and user analysis to understand your
needs and preferences in order to improve our service to you. We'd require all
third party service providers who are processing your personal information to
keep it safe and secure (e.g. make them sign up to a contract and employ
reasonable technical and organisational controls to keep your personal
information secure). These trusted third parties would only be permitted to use
your personal information for the purposes we specify.
- You specifically request this, such as if you were to submit
information to enquire about jobs
- We are required to do so to comply with the law and with the
directions of the courts or other authorities
- We feel it is reasonably necessary to prevent illegal activity or to
protect our interests
- Other Virgin companies wish to offer products and services that may
interest to you, unless of course you object to this (see above)
We may share some broader statistics and customer profiling information with
third parties and other Virgin companies - but we'll keep it anonymous, so you
won't be identifiable from that data.
If our business is sold to, or merges or enters into a joint venture with,
another entity, we may need to disclose some of your information to our new
owners or partners.
We won't rent or sell our customers' details to any other organisation or
How will we make sure our site is secure?
We follow strict security procedures as to how your personal information is
stored and used, and who sees it, to help stop any unauthorised person getting
hold of it. We take security extremely seriously but as no system is 100%
secure, we can't completely guarantee the protection of your personal
information, any more than any other organisation can. So we can't accept any
liability for the loss, theft or misuse of the personal information which you've
provided to us if there is a security breach.
Will we be transferring any personal information outside
We may need to transfer your data to companies based outside the European
Economic Area (for example, to our trusted third party service provider,
Sutherland Global Services Inc. and their group companies and sub-contractors,
in the Philippines, India and the U.S.). Where the company is based in a country
outside the European Economic Area which has a lower standard of protection for
personal information than that required by the UK's data protection laws, we'll
take steps to make sure your personal data is handled in line with UK law,
including requiring that company to enter into a contract confirming that they
will comply with certain specified security measures in respect of personal
information they receive.
What about personal information relating to minors?
Protecting the online privacy of children is especially important to us. If
you are under 18 years old, please do not attempt to register with
www.virgindigitalhelp.co.uk or request our products or services and do not
provide us with your name, contact details or any other information about
yourself. If we reasonably believe a person requesting our products or services
or using the Virgin Digital Help site to be under 18, we may need to remove
their details from our records and cease to provide them with our products and
services. To find out more, please read our
Website Terms & Conditions.
What are cookies?
We use "cookies" to store and collect information regarding your use of our
site. Cookies are small pieces of information stored by the browser on your
computer's hard drive. They send information stored on them back to our web
server when you access our site. These cookies do not contain any personally
identifying information, but they do enable us to put in place personal settings
and load your personal preferences. This makes using our site a better
experience for you. You can find out more about cookies, including how to manage
them, at www.allaboutcookies.org.
Are you protected by this policy outside
Our site may contain links to other websites. Obviously, we don't have any
control over them and take no responsibility for any information you give them.
Other sites have different privacy and security policies, which we advise you to
How you can access your information
Obviously you can change your profile and your registration details on
www.virgindigitalhelp.co.uk at anytime. You can also request, at any time,
access to the personal information we hold about you. You can write to us at the
following address requesting access to your personal information.
Virgin Digital Help Limited
The School House
50 Brook Green
London W6 7RR
You are entitled to be told by us whether we or someone else on our behalf is
processing your personal information; what personal information we hold; details
of the purposes for the processing of your personal information; and details of
any third party with whom your personal information has been shared. (We may
charge a small admin fee for providing this information). You can also request
that we correct any personal information which we hold about you where it is
Sometimes you may be asked to provide proof of identity before we show you
your personal information - that's so we can prevent unauthorised access.
Talk to us
If you have any queries, comments or complaints regarding this privacy
policy, just get in touch with us. You can contact us through the
Contact Us section of this site or write to us at the address set out above.
This policy was last updated on 25/11/2009