A guide to how we look after your information
We understand that your privacy is important to you and that you care about how your information is used and shared online. We respect and value the privacy of everyone who visits Our Site and will only collect and use information in ways that are useful to you and in a manner consistent with your rights and our obligations under the law.
This Policy applies to our use of any and all data collected by us in relation to your use of our site. Please read this Privacy Policy carefully and ensure that you understand it. You will be required to read and accept this Privacy Policy when signing up for an Account. If you do not accept and agree with this Privacy Policy, you must stop using Our Site immediately.
- Definitions and Interpretation
In this Policy the following terms shall have the following meanings:
"Account" means an account required to access and/or use certain areas and features of Our Site;
"Cookie" means a small text file placed on your computer or device by our site when you visit certain parts of our site and/or when you use certain features of our site. Details of the cookies used by our site are set out in section 12, below;
"Our Site" means this website, virtuallandline.co.uk and any associated websites, administration tools and/or applications to be provided by us to you;
"UK and EU Cookie Law" means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended in 2004, 2011 and 2015; and
"We/Us/Our" means Virtual Landline is part of the telecoms company Buzz Networks Limited. Registered in England and Wales, 3260342, at Unit 6 Glenmore Business Park, Blackhill Rd, Poole, BH16 6NL. VAT Registered 70059854.
- Information about Us
2.1 Our site, Virtuallandline.co.uk, is owned and operated by us.
2.2 We are regulated by the Information Commissioners Office (ICO) and the terms of the Data Protection Act 2018.
2.3 Our data protection number is Z1815227.
- Scope - What Does This Policy Cover?
This Privacy Policy applies only to your use of our site. It does not extend to any websites that are linked to from our site (whether we provide those links or whether they are shared by other users). We have no control over how your data is collected, stored or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.
Information collected and stored automatically
Some data will be collected automatically by Virtuallandline.co.uk other data will only be collected if you voluntarily submit it, for example, when signing up for an Account.
The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:
Consent
In specific situations, we can collect and process your data with your consent.
For example, when you tick a box to receive email newsletters.
When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.
Contractual obligations
In certain circumstances, we need your personal data to comply with our contractual obligations.
For example, if you order an item from us for home delivery, we’ll collect your address details to deliver your purchase, and pass them to our courier.
Legal compliance
If the law requires us to, we may need to collect and process your data.
For example, we can pass on details of people involved in fraud or other criminal activity affecting the Partnership to law enforcement.
Legitimate interest
In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.
For example, we will use your purchase history to send you or make available personalised offers.
We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand, or develop new products/services.
We will also use your address details to send you direct marketing information by post, telling you about products and services that we think might interest you.
- Depending upon your use of our site, we may collect some or all of the following data:
4.1 name;
4.2 business/company name;
4.3 job title;
4.4 profession;
4.5 contact information such as email addresses and telephone numbers;
4.6 demographic information such as post code, preferences and interests;
4.7 financial information such as credit / debit card numbers;
4.8 IP address (automatically collected);
4.9 web and mobile browser type and version (automatically collected);
4.10 operating system (automatically collected);
4.11 a list of URLs starting with a referring site, your activity on our site, and the site you exit to (automatically collected).
4.12 Information collected in connection with your use of services delivered via our platform. We may collect information in connection with your use of communications services delivered via our platform.
4.13 Communications usage information includes information about your communications delivered via our platform such as the time and duration of usage, source and destination identifiers, completion status, location, IP address, and amount of usage.
4.14 Communications content. We handle the content of the messages, calls, and other communications channels used by you. This also includes voicemails and call recordings recorded via our services.
- How Do We Use Your Data?
5.1 All personal data is stored securely in accordance with the principles of the Data Protection Act 2018 For more details on security see section 6, below.
5.2 We use your data to provide the best possible products and services to you. This includes:
5.2.1 Providing and managing your Account;
5.2.2 Providing and managing your access to Our Site;
5.2.3 Personalising and tailoring your experience on Our Site;
5.2.4 Supplying our products and services to you;
5.2.5 Personalising and tailoring our products and services for you;
5.2.6 Responding to communications from you;
5.2.7 Supplying you with email updates, newsletters and general communications that you have subscribed to (you may unsubscribe or opt-out at any time by through Our Site);
5.2.8 Market research;
5.3 With your permission and/or where permitted by law, we may also use your data for marketing purposes which may include contacting you by email AND/OR telephone AND/OR SMS AND/OR post with information, news and offers on our products AND/OR services. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that we fully protect your rights and comply with our obligations under the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, as amended in 2004, 2011 and 2015.
5.4 To ensure the integrity and security of our services, we may record telephone calls with our customers. While most calls are recorded for quality assurance, training, or service improvement purposes, we may also record or monitor calls where we have a legitimate interest in doing so — for example, where there is a reasonable suspicion of fraud or other unlawful activity.
Such recordings are made in line with Article 6(1)(f) of the UK and EU General Data Protection Regulation (GDPR), which permits processing where it is necessary for the purposes of our legitimate interests, provided such interests are not overridden by your rights and freedoms.
Where required by law, or where the nature of the call makes it necessary, you will be notified at the start of the call that the conversation may be recorded or monitored.
Purposes for call recording may include:
• Detecting and preventing fraud or other criminal activity
• Verifying customer identity and interactions
• Investigating complaints or disputes
• Protecting the security of our customers and our business
Call recordings are securely stored and access is restricted to authorised personnel only. Recordings are retained only for as long as necessary to fulfil the purposes outlined above, in accordance with our data retention policy.
You have the right to object to this processing in certain circumstances. For more information about your rights or how we handle your personal data, please contact our Data Protection Officer.
What happens if you send us personal information?
- How and Where Do We Store Your Data?
6.1 We only keep your data for as long as we need to in order to use it as described above in section 5, and/or for as long as we have your permission to keep it.
6.2 Your data will only be stored within the European Economic Area ("the EEA") (The EEA consists of all EU member states, plus Norway, Iceland and Liechtenstein).
6.3 Data security is of great importance to us, and to protect your data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure data collected through our Site.
6.4 Steps we take to secure and protect your data including password protection, secure encryption, physical and people processes.
6.5 Notwithstanding the security measures that we take, it is important to remember that the transmission of data via the internet may not be completely secure and that you are advised to take suitable precautions when transmitting to us data via the internet.
- Do We Share Your Data?
7.1 We may share your data with other companies in our group. Where applicable, this includes our subsidiaries AND/OR our holding company and its subsidiaries.
7.2 We may sometimes contract with third parties to supply products and services to you on our behalf. These may include payment processing, delivery of goods, search engine facilities, advertising and marketing. In some cases, the third parties may require access to some or all of your data. Where any of your data is required for such a purpose, we will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, our obligations, and the obligations of the third party under the law.
7.3 We may compile statistics about the use of Our Site including data on traffic, usage patterns, user numbers, sales and other information. All such data will be anonymised and will not include any personally identifying information. We may from time to time share such data with third parties such as prospective investors, affiliates, partners and advertisers. Data will only be shared and used within the bounds of the law.
7.4 In certain circumstances we may be legally required to share certain data held by us, which may include your personal information, for example, where we are involved in legal proceedings, where we are complying with the requirements of legislation, a court order, or a governmental authority. We do not require any further consent from you in order to share your data in such circumstances and will comply as required with any legally binding request that is made of us.
- How Can You Control Your Data?
8.1 When you submit information via Our Site, you may be given options to restrict our use of your data. In particular, We aim to give you strong controls on Our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from Us which you may do by unsubscribing using the links provided in Our emails and at the point of providing your details AND/OR by managing your Account).
8.2 You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service ("the TPS"), the Corporate Telephone Preference Service ("the CTPS"), and the Mailing Preference Service ("the MPS"). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.
- Your Right to Withhold Information
9.1 You may access certain areas of our site without providing any data at all. However, to use all features and functions available on our site you may be required to submit or allow for the collection of certain data.
9.2 You may restrict your internet browser's use of Cookies. For more information, see section 12.
- How Can You Access Your Data?
You have the right to request:
- Access to the personal data we hold about you, free of charge in most cases.
- The correction of your personal data when incorrect, out of date or incomplete.
- That we stop using your personal data for direct marketing (either through specific channels, or all channels).
- That we stop any consent-based processing of your personal data after you withdraw that consent.
- Review by a Partner of any decision made based solely on automatic processing of your data (i.e. where no human has yet reviewed the outcome and criteria for the decision).
You can contact us to request to exercise these rights at any time as follows:
To ask for your information please contact
Buzz Networks Limited.
Unit 6 Glenmore Business Park,
Blackhill Rd,
Poole, BH16 6NL
Or email vlteam@virtuallandline.co.uk. To ask for your information to be amended please update your online account or contact our customer services team.
If we choose not to action your request we will explain to you the reasons for our refusal.
Your right to withdraw consent
Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.
Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation.
We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.
Direct marketing
You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.
Checking your identity
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice.
If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.
- What Cookies Do We Use and What For?
12.1 Our Site may place and access certain first party Cookies on your computer or device. First party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of Our Site and to provide and improve our products and services. For more details, please refer to section 5, above, and to section 12.6 below. We have carefully chosen these Cookies and have taken steps to ensure that your privacy is protected and respected at all times.
12.2 By using Our Site you may also receive certain third party Cookies on your computer or device. Third party Cookies are those placed by websites, services, and/or parties other than us. We use third party Cookies on Our Site for advertising services and conversion tracking. For more details, please refer to section 5, above, and to section 12.6 below. These Cookies are not integral to the functioning of Our Site.
12.3 All Cookies used by and on Our Site are used in accordance with current UK and EU Cookie Law.
12.4 Before Cookies are placed on your computer or device, subject to section 12.5, you will be shown a message bar requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully or as intended.
12.5 You can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third party cookies. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.
12.6 You can choose to delete Cookies at any time however you may lose any information that enables you to access our site more quickly and efficiently including, but not limited to, login and personalisation settings.
12.7 It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.
- Virtual Landline Rapport Privacy Policy
Collecting and Using Your Personal Data
TYPES OF DATA COLLECTED AND DEVICE PERMISSIONS
Among the types of Personal Data that Virtual Landline Rapport collects, by itself or through third parties, there are: Usage Data; Contacts permission; Camera permission; Precise location permission (non-continuous); Microphone permission; Phone permission; Storage permission; geographic position; Data communicated while using the service; app information; device logs; device information.
Personal Data may be freely provided by the User, or, in the case of Usage Data, collected automatically when using Virtual Landline Rapport app.
Unless specified otherwise, all Data requested by Virtual Landline Rapport app is mandatory and failure to provide this Data may make it impossible for Virtual Landline Rapport to provide its services. Users who are uncertain about which Personal Data is mandatory are welcome to contact us at any time.
Depending on the User's specific device, Virtual Landline Rapport may request certain permissions that allow it to access the User's device Data as described below.
Camera permission
Used for accessing the camera or capturing images and video from the device.
Contacts permission
Used for accessing contacts and profiles on the User's device, including the changing of entries.
Microphone permission
Used for accessing and recording microphone audio from the User's device.
Phone permission
Used for accessing a host of typical features associated with telephony. This enables, for instance, read-only access to the “phone state”, which means it enables access to the phone number of the device, current mobile network information, or the status of any ongoing calls.
Precise location permission (non-continuous)
Used for accessing the User's precise device location to allow users to share their location with other users. The geographic location of the User is determined in a manner that isn't continuous. This means that it is impossible for Virtual Landline Rapport to derive the exact position of the User on a continuous basis.
Storage permission
Used for accessing shared external storage, including the reading and adding of any items.
THE PURPOSE OF PROCESSING
The Data concerning the User is collected to allow the Virtual Landline Rapport app to provide its Service, comply with its legal obligations, respond to enforcement requests, protect its rights and interests (or those of its Users or third parties), detect any malicious or fraudulent activity, as well as the following: Device permissions for Personal Data access, Hosting and backend infrastructure, Infrastructure monitoring, Location-based interactions, Contacting the User, Registration and authentication and Managing contacts and sending messages.
SHARING AND DISCLOSURE OF PERSONAL INFORMATION TO THIRD PARTIES
Any personal information that we collect (as identified in the "Personal Data We Collect" section) may be shared with business partners, contractors, vendors, and authorized third-party agents either with Your consent or for business or legal purposes and in accordance with applicable law to:
- Conduct analytics in order to improve the user experience of our Apps and Services;
- Provide support and technical services;
- Operate, deliver, improve and customise our Apps, and Services.
RETENTION TIME
We process Personal Data and store it for as long as required to fulfil for which the information was originally collected.
Therefore Personal Data that was collected for purposes related to the performance of a contract between the Virtual Landline Rapport and the User shall be retained until such contract has been fully performed.
We may retain Personal Data for a longer period whenever required to do so for the performance of a legal obligation or upon order of an authority.
Once the retention period expires, Personal Data will be deleted or anonymized.
14. Virtual Landline Office
What Information We Collect or Process
Virtual Landline processes and in certain situations collects personal information as needed to deliver its Products and Services and manage its business. When collecting personal information, Virtual Landline does so in a reasonable and lawful manner.
The types of information and the purposes for which Virtual Landline collects or processes personal information may include:
Indirect End User Phone Contact Information (Personal Identifiable Information)
Virtual Landline acts as a data processor with regard to indirect end user personal identifiable information and our Clients act as the data controller of such data. In the course of Virtual Landline’ processing and protection of such data, all use will be in conformity with the data controller’s instructions.
Specifically, only when enabled via system permission on Virtual Landline Office Android and Virtual Landline Office iOS, Virtual Landline shows personal contacts within the respective application. When the user sends an SMS message to one of his/her phone contacts, or when the user initiates a call to one of his/her phone contacts, the phone number is sent securely through Virtual Landline’ API. Virtual Landline does not store this number with any other PII, and it cannot be directly or indirectly attributed to any person or persons; Virtual Landline stores only the phone number and pertinent metadata so as to be compliant with all applicable state and federal laws, and Virtual Landline does not share this data with any advertisers or third parties under any circumstances. A user can revoke phone contact access on his/her mobile device at any time, and his/her app experience is not hindered or interrupted.
Virtual Landline Office Android and iOS also uses Gravatar, only when enabled via Settings and UIConfigs, which is a service that provides avatar images linked to the MD5 hash of the user’s email address. This means that, only when Gravatar use is enabled, we hash each contact’s email address and send it to Gravatar to try and retrieve an avatar image. MD5 hashes cannot be directly or indirectly attributed to any person or persons, and we only send the MD5 hash to Gravatar, never the email address in plain text. As with phone contacts, a user can revoke Gravatar access at any time in Settings or via UIConfig, and his/her app experience is not hindered or interrupted.
Business Contact Information:
Virtual Landline may collect and use personal information about individual contacts of Clients and others who access Virtual Landline public websites, knowledge bases, forums, ticket systems, or provide personal information through other means. Such information may include but is not limited to account information, first/last name, company name, title, and responsibilities, work email address, work mailing address, telephone numbers, login information, device identifiers, as well as additional information provided by such individuals in the course of receiving Products and Services from Virtual Landline and/or requesting information about Virtual Landline. We will use such information for the purposes of providing Products and Services, support, conducting data analytics and product assessments and related activities, and providing information regarding Virtual Landline Products and Services.
Customer Proprietary Network Information (CPNI):
Customer Proprietary Network Information (CPNI) may include information regarding quantity, destination, technical configuration, location, amount of use and related billing information of telecommunications, interconnected and/or non-interconnected Voice over Internet Protocol (VoIP) services. This may include but is not limited to the phone numbers that you call or send messages to (or the phone numbers that you receive these calls and messages from) through our Products and Services. The date, time and duration of the calls may also be collected. This data is used for billing and service level assurance.
Virtual Landline provides Products and Services that are primarily for the benefit of Clients and Subscribers in that Virtual Landline transmits, routes, switches or caches information. These Products and Services merely act as a conduit for data transmitted by third parties and Subscribers. Virtual Landline does not determine the purposes and means of processing this personal information. Except for Subscriber data provided by the Client (the Subscribers service provider) for which Virtual Landline is merely providing a conduit for transmission, the subscribed services are of such a nature that, in most instances, Virtual Landline requires and collects only essential CPNI and billing information; and opting out or declining to provide the requested data may hinder the provision or delivery of subscribed services. However, for CPNI data that is collected by Virtual Landline that is not subject to the control of others, Virtual Landline shall obtain consent from the user for the processing of this data.
Virtual Landline collects end-user CPNI in the course of providing Product support. This data may pertain to Clients of Virtual Landline or Subscribers (eg: end users of Virtual Landline’ direct Clients). This data may include IP address, telephone number, email address, call detail records, call recordings and other information sufficient to identify an individual end user.
Indirect End User’s CPNI:
Virtual Landline acts as a data processor with regard to indirect end user personal information and our Clients act as the data controller of such data. In the course of Virtual Landline’ processing and protection of such data, all use will be in conformity with the data controller’s instructions.
Direct End User’s CPNI:
Virtual Landline typically collects and processes direct end user (eg: Clients, vendors, and partners) personal information for the purposes of providing Products and Services, support, conducting data analytics and managing product performance.
Messaging, Voicemail, Video and Media Files:
Virtual Landline provides Products and Services that facilitate the recording and storage of audio and video by way of features such as but not limited to voicemail, call and conference recording. Users may elect to store or record personal information within these resources at their discretion.
Anonymized, Non-Identifying Voice and Traffic Data
Virtual Landline may use anonymized, non-identifying data collected from use of our other Virtual Landline Products and Services. This anonymized, non-identifying data may be used to enhance such items, but is not limited to, voice activation, improve traffic analysis algorithms and techniques, and recognition algorithms. This processing is executed under applicable terms and supports Virtual Landline’ legitimate interests in tuning, maintaining and enhancing these Products and Services.
Cookies
Virtual Landline websites may use cookies to collect certain kinds of personal information about Subscribers or users. For more information on how Virtual Landline uses cookies and choices available to Subscribers and users please refer to the following section.
How We Collect Information
We collect information in various ways, including the following:
When you use one of our Products or Services, Virtual Landline collects, and stores certain information that you provide directly. We also collect information about your use of the Products and Services.
Cookies and Similar Collection Methods
Virtual Landline also collects technical information about your usage of the Products and Services, and we use various technologies to collect information about cookies, IP addresses, device type and device identifiers, application state and the date and time of activity with our Products and Services, and other similar information. Virtual Landline may associate this information with your user identification and/or account number for our internal use.
Other Passive Site Tracking
Websites may also utilize Internet Protocol (IP) addresses and log files to identify network and server concerns and problems. Virtual Landline also utilizes web beacons and other passive tracking mechanisms to perform standard website traffic analysis in a similar manner to how we utilize cookies.
Third-Party Websites, Plugins or Widgets
Virtual Landline websites, Products and/or Services may include social network or other third-party plugins and widgets not operated by us. Accessing these links to other sites is done at your own option and is not part of any Virtual Landline’ offerings. Virtual Landline has no control over and assumes no responsibility for the content, privacy policies or practices of any third-party sites or services. We strongly advise you to review each privacy policy provided at the respective site.
15. Contacting Us
If you have any questions about our site or this Privacy Policy, please contact us by email at support@virtuallandline.co.uk or by post at the correspondence address provided above. Please ensure that your query is clear, particularly if it is a request for information about the data we hold about you (as under section 10, above).
16. Changes to Our Privacy Policy
We may change this Privacy Policy as we may deem necessary from time to time, or as may be required by law. Any changes will be immediately posted on our site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of our site following the alterations. We recommend that you check this page regularly to keep up-to-date.
About the company
Virtual Landline is a trading name of Buzz Networks Limited
Unit 6, Glenmore Business Park, Blackhill Road, Poole, Dorset, BH16 6NL
Should you at any time wish to know what information is held by ourselves please feel free to contact us whereupon we shall endeavour to provide you with that information as soon as possible. At this point, you will have the opportunity of amending any inaccuracies.
Use and acceptance of these terms
By providing us with information on yourself and using our site(s) you are agreeing to this Privacy Policy.
We reserve the right to change this Privacy Policy at any time and therefore should you deem it necessary you should regularly check for new updates as continued use of the site indicates acceptance of the amended Privacy Policy.
We do not store credit card details nor do we share financial details with any third parties.