Privacy policy
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.
Please take the time to read this privacy policy, which is part of our
terms 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:
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For your first name
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For your last name
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For your email address
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To create a password
In addition, if you are purchasing products or services from us, we will
ask you for your
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 information in accordance with this privacy policy,
but you must get each 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
Customer Terms.
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 Service
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
Customer Terms.
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 this privacy policy. At any point, you
can also request that any Virgin company 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:
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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)
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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 necessary)
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To enable you to access the ‘My Account’ section of the Virgin
Digital Help site and any other sections accessible only to
registered users
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To send you specific information, if you've requested it, or to
carry out your other specific requests
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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
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To administer any promotional activities and competitions in
which you wish to participate
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To comply with the law and deal with your complaints
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As we feel is necessary to prevent illegal activity or to
protect our interests
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?
Only if…
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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
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We are required to do so to comply with the law and with the
directions of the courts or other authorities
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We feel it is reasonably necessary to prevent illegal activity
or to protect our interests
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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 individual.
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 the EEA?
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 www.virgindigitalhelp.co.uk?
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 read carefully
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.
The Webmaster
Virgin Digital Help Limited
The School House
50 Brook Green
London W6 7RR
UK
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 inaccurate.
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