Privacy Policy

Claranet Limited ("we") are committed to protecting and respecting your privacy.

This policy (together with our acceptable use policy and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

For the purpose of the Data Protection Act 1998 ("Act"), the data controller is Claranet Limited of 21 Southampton Row, London WC1B 5HA.

What does the Privacy Policy do?

Claranet has developed this policy because we want you to feel confident about the privacy and security of your personal information. Claranet is registered under the data protection laws in the United Kingdom and takes all reasonable care to prevent any unauthorised access to your personal information.
When we refer to "personal information" in this privacy policy, we mean information, which identifies you as an individual. We may hold and use data about you in your capacity as a consumer, a business customer or as an individual when you visit our websites. We assume that you want us to protect your information and you consent to us doing just that.
This privacy policy only applies to how Claranet deals with your personal information. It does not apply to any other company or to any other company´s websites even if you access them through www.claranetsoho.co.uk.

Information we can collect from you

We may collect and process the following data about you:

  • We have information about your use of our services (such as the amount of time you spend on-line), which we use to manage our network, and for billing. We may also use this information for marketing products and services but we will give the option to opt out of receiving this material
  • We may ask you from time to time about what use you make of the services we provide, what other services you would like us to provide in the future, and for other information, such as lifestyle data
  • We collect information from visitors to our websites to help us to make improvements to the websites and to the services we make available. We may share this information with our advertisers and to other companies which offer their goods or services on our websites. It helps to show these organisations how effective our websites are as sales channels for their products.
  • We may also monitor and record our communications with you, including e-mails and phone conversations. Information which we collect may then be used for training purposes, quality assurance, to record details about the products and services you order from us, and in order to meet our legal and regulatory obligations generally
  • We may receive personal information about you from other companies and organisations (for example, for marketing purposes) and we rely on these third parties to obtain your consent for us to use this information
  • We receive information from other telecommunications operators about their customers where we share customers.

Credit checking and account management

  1. When you order goods and services from Claranet SOHO, we may make enquiries about you for credit reference purposes. These enquires include searching your records held by a Credit Reference Agency (CRA) and checking any details held on you by Fraud Prevention Agencies (FPA's). When CRA's receive a search from us they will place a footprint on your credit file that may be seen by other organisations. At all times where your information is disclosed to us we will protect it in accordance with this policy and keep it secure. We do this to help protect you from identity theft and fraud, and also to prevent and detect crime and money laundering.
  2. Information on applications will be sent to CRA's and will be recorded by them. We may also give them details of your accounts and billing information, including how you manage it/them to CRA's We may tell them about payments you make to us, your account balances, and payment defaults We may also give them historical information we hold about your payment history with us. If you do not pay your bills on time, CRA's will record this information and it may be supplied to other organisations by CRA's and FPA's to perform similar checks and to trace your whereabouts and recover debts that you owe to them as well as us.

For how long does Claranet SOHO keep personal information?

Unless there is a specific legal requirement for us to keep the information, we will retain it for no longer than is necessary for the purposes for which the data was collected or for which it is to be further processed.

How do we protect your data when it is transferred out of Europe?

Claranet SOHO complies with Directive 95/46/EC which relates to the processing of personal data and on the free movement of data. Countries in the European Economic Area (EEA) are required to have a similar standard of protection of personal data but this is not always the case in countries outside of the EEA. We do sometimes transfer data outside the EEA but before doing so take steps to ensure that your data will be given adequate protection as required by the Data Protection Act.

How can I change the personal information Claranet SOHO holds about me?

If the information we hold about you is inaccurate, please let us know and we will make the necessary amendments and confirm that these have been made.

How do we protect your personal information?

We are serious about guarding the security of your personal information and the details of any transactions made. We take appropriate organisational and technical security measures to protect your data against unauthorised disclosure or processing.

IP Addresses and Cookies

We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

For the same reason, we may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. A cookie is a text-only string of information that a website transfers to the cookie file of the browser on your computer's hard disk so that the website can remember who you are. A cookie will typically contain the name of the domain from which the cookie has come, the "lifetime" of the cookie, and a value, usually a randomly generated unique number. Cookies help us to improve our site and to deliver a better and more personalised service. They enable us:

  • To estimate our audience size and usage pattern.
  • To store information about your preferences, and so allow us to customise our site according to your individual interests.
  • To speed up your searches.
  • To recognise you when you return to our site.

Two types of cookies may be used on this website, session cookies, which are temporary cookies that remain in the cookie file of your browser until you leave the site, and persistent cookies, which remain in the cookie file of your browser for much longer (though how long will depend on the lifetime of the specific cookie).

We may use a third party to serve advertisements on our site. Cookies may be associated with these advertisements to enable the advertiser to track the number of anonymous users responding to the campaign. We do not have access to or control of cookies placed by third parties.

You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our site. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site.

Where We Store Your Personal Data

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Uses Made Of The Information

We use information held about you in the following ways:

  • To ensure that content from our site is presented in the most effective manner for you and for your system.
  • To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
  • To carry out our obligations arising from any contracts entered into between you and us.
  • To allow you to participate in interactive features of our service, when you choose to do so.
  • To notify you about changes to our service.

We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about these by post or phone.

If you are an existing customer, we will only contact you by phone or email with information about goods and services similar to those which were the subject of a previous sale to you.

If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.

If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data.

Disclosure Of Your Information

We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Claranet Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our acceptable use policy.

Your Rights

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at Claranet Limited, 21 Southampton Row, London WC1B 5HA or by email at privacy@uk.clara.net.

Our site may, from time to time, contain links to and from the websites of our partners, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access To Information

The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes To Our Privacy Policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

Contact

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to Claranet Limited, 21 Southampton Row, London WC1B 5HA or by email at privacy@uk.clara.net.

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Speak to a member of the team

Please give us a call on 0800 640 8009 between 09:00 - 17:30 Monday to Friday to speak with one of the sales team.

For larger business enquiries, please call Claranet on 0207 685 8014

Looking for technical support? Our UK support team are available 7 days a week to help on 0800 640 8010