Privacy Policy

Scope

This Privacy Policy sets out the obligations of Direct Voice & Data (DVAD) (“the Company”, “we”, “our”, or “us”) regarding data protection and the rights of customers, employees, suppliers, business contacts, and website users (“data subjects”) in respect of their personal data under the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (“PECR”).

Under UK GDPR, “personal data” means any information relating to an identified or identifiable natural person (“data subject”). An identifiable natural person is one who can be identified directly or indirectly by reference to identifiers including name, identification number, location data, online identifiers, or factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that person.

DVAD is committed to processing personal data lawfully, fairly, transparently, and securely while respecting the rights, freedoms, and privacy of all individuals with whom we interact.

Who we are

DVAD have been offering Business Telephone Systems and Communications Solutions for over 40 years and is recognised as a trusted communications provider within the UK.

Personal Data We Collect

We may collect and process the following categories of personal data:

• Name, company name, job title, and contact details
• Email addresses and telephone numbers
• Correspondence records and call records
• Technical information including IP addresses and browser information
• Website usage data
• Information submitted via forms, exhibitions, webinars, seminars, roadshows, surveys, and events
• Transaction and billing information
• Information obtained from publicly available sources and third-party providers such as credit reference agencies

We use this information to:

• Provide quotations and services
• Manage contracts and customer relationships
• Respond to enquiries
• Provide customer support
• Send business-related marketing communications where permitted by law
• Improve our services, website functionality, and customer experience
• Meet legal and regulatory obligations

We only collect personal data necessary for legitimate business purposes.

DVAD does not sell personal data to third parties.

Legal basis for processing any personal data

We process personal data under one or more of the following lawful bases:

• Performance of a contract
• Compliance with legal obligations
• Legitimate business interests
• Consent, where required by law

Where we rely on legitimate interests, we ensure that such interests are balanced against the rights and freedoms of the individual.

Call Recording

DVAD may record telephone calls for the purposes of training, quality assurance, compliance monitoring, dispute resolution, and the prevention and detection of fraud.

Where calls are recorded, individuals will be informed at the start of the call, either via an automated message or by the call handler, that the call may be recorded.

Call recordings may contain personal data, including but not limited to names, contact details, account information, and any other information disclosed during the course of the call.

The legal basis for processing call recordings is typically:

• Legitimate interests, where recording is necessary to improve service quality, staff training, and business operations; and/or
• Contractual necessity, where recording is required to evidence transactions or agreements.

Call recordings may be processed and stored using third-party service providers acting on behalf of DVAD. In such cases, all third parties are required to process personal data in accordance with strict contractual agreements and in compliance with the requirements of the General Data Protection Regulation.

All call recordings are stored securely and access is restricted to authorised personnel only. Appropriate technical and organisational measures are in place to protect call recordings against unauthorised access, alteration, disclosure, or destruction.

Call recordings will only be retained for as long as necessary to fulfil the purposes outlined above. Call recordings are typically retained for a period of , unless they are required for ongoing investigation, legal proceedings, or regulatory purposes, in which case they may be retained for longer.

Further information on how personal data is used, stored, and protected can be found within this privacy notice or by contacting us directly.

Where required, individuals have the right to request access to call recordings containing their personal data, subject to applicable exemptions.

 Marketing Communications

Where permitted under PECR and UK GDPR, we may contact you regarding products and services that we believe may be relevant to your business interests.

You have the right to opt out of receiving marketing communications at any time by:

• Clicking the unsubscribe link in marketing emails
• Contacting us directly by telephone or email
• Writing to us at the address below

We will never send unsolicited marketing communications where consent is legally required and has not been obtained.

Data Processor Activities

In some circumstances, DVAD acts as a data processor on behalf of its clients.

Where acting as a data processor, we process personal data only on documented instructions from the relevant data controller and maintain appropriate technical and organisational measures to protect personal data in accordance with Article 28 of UK GDPR.

Disclosure of Personal Data

We may share personal data with carefully selected third parties where necessary for legitimate business operations, including:

• IT and communications providers
• Cloud storage providers
• Professional advisers
• Payment processors
• Marketing service providers
• Regulatory authorities where legally required

All third parties processing personal data on our behalf are required to maintain appropriate security measures and process personal data only in accordance with our instructions and applicable data protection laws.

We may also disclose personal data:

• To comply with legal obligations
• To enforce our contractual rights
• To prevent fraud or security threats
• To protect the rights, safety, and property of DVAD, our clients, or others

Data Retention

DVAD will retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, tax, and regulatory requirements.

Where personal data relates to contractual services, we will generally retain relevant records for up to six years following the end of the contractual relationship unless a longer retention period is required by law.

When personal data is no longer required, it will be securely deleted or anonymised.

Data storage

Some personal data may be processed outside the United Kingdom.

Where personal data is transferred internationally, we ensure appropriate safeguards are in place in accordance with UK GDPR. These safeguards may include:

• Adequacy regulations issued by the UK Government
• The UK Extension to the EU-US Data Privacy Framework
• International Data Transfer Agreements (IDTAs)
• Standard Contractual Clauses approved for UK use

Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction.

These measures include:

• Secure systems and networks
• Access controls
• Encryption where appropriate
• Staff training
• Confidentiality obligations
• Regular security reviews

 Your Rights

Under UK GDPR, you have the following rights:

• Right of access
• Right to rectification
• Right to erasure
• Right to restrict processing
• Right to data portability
• Right to object to processing
• Rights relating to automated decision-making and profiling
• Right to withdraw consent at any time where processing is based on consent

You may request confirmation of the personal data we hold about you and information relating to:

• The purposes of processing
• Categories of personal data processed
• Recipients of the data
• Retention periods
• Your rights under UK GDPR
• The source of the data where not collected directly from you
• International transfers and safeguards used
• Any automated decision-making processes

We will respond to valid requests within one calendar month unless an extension is permitted under applicable law.

Verification of Identity

Before releasing personal data, we may require proof of identity to protect personal information from unauthorised access.

Acceptable forms of identification may include:

• Passport
• Driving licence
• Birth certificate
• Utility bill dated within the last three months

We may request additional information where necessary to verify identity.

Complaints

If you are unhappy with how we process your personal data, please contact us in the first instance using the details below.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO):

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk

Contact Details

Direct Voice & Data
Direct House, 16 Commercial Road, Skelmanthorpe, Huddersfield HD8 9DA

Telephone: 0800 84 999 84
Email: HR@dvad.co.uk

If applicable:

ICO Registration Number: Z7923920