Privacy Policy

Last updated: 4 March 2026

1. Who we are

Fibrecast Ltd is the data controller for the personal data described in this Privacy Policy.

Contact details

• Name: Fibrecast Ltd
• Address: Unit M, Tayside Software Centre, Gemini Crescent, Dundee, DD2 1TY
• Phone: 03331 123090
• Email: info@fibrecast.uk

2. The personal information we collect

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

• Contact and account details: name, service address, billing address, email address, telephone number(s), account identifiers and login details (where you have an online account).
• Financial and credit information: bank account details for Direct Debit, payment card details (where you pay by card), and information from credit reference agencies (including credit scores/indicators) where relevant.
• Transactional information: products and services you purchase from us, invoices, and payments to/from you.
• Technical and usage information: IP address allocation, device/connection identifiers where applicable, network performance and usage statistics related to your broadband/connection (for example, service quality metrics), and website analytics (such as referring pages and interactions).
• Communications: records of calls, emails, chats, and support tickets where you contact us (and our responses).

3. How we get your personal information

Most of the personal information we process is provided directly by you when you enquire about, order, use, or receive support for our broadband and connectivity services.

We may also receive personal information indirectly from:

1. Companies contracted by us to help provide services to you (for example, engineers, couriers, IT providers, payment providers).
2. An existing Fibrecast customer who refers you (where you have asked them to do so, or they provide your details to us).
3. Other telecommunications operators when transferring services.
4. Marketing or market research organisations (where permitted by law and your preferences).
5. Credit reference agencies or fraud prevention agencies.

4. Why we use your information

We use your personal information to:

• Provide, operate, and maintain connectivity and telephony services.
• Verify your identity when you order services or contact us.
• Process payments, manage billing, and recover outstanding amounts owed to us.
• Communicate with you about orders, installation, faults, planned works, and service-related updates.
• Monitor, secure, and protect our network, including detecting and preventing fraud, misuse, or unlawful activity, and investigating suspected incidents.
• Improve our website, products, and services through analytics and reporting (including aggregated/statistical analysis).
• Send review invitations (for example, via Trustpilot) to collect feedback about our service.
• Send marketing communications where permitted by law and in line with your choices (see Section 8).

5. Lawful bases for processing (UK GDPR)

We rely on the following lawful bases, depending on the activity:

• Contract: where processing is necessary to provide our services or take steps at your request before entering into a contract.
• Legal obligation: where we must comply with legal or regulatory requirements (for example, accounting and certain compliance obligations).
• Legitimate interests: where we have a genuine business reason to use your information in ways you would reasonably expect, such as network security, preventing fraud, service improvement, and certain operational communications.
• Consent: where required (for example, some categories of marketing and cookie/analytics choices). You can withdraw consent at any time.

If you want more information about the lawful basis used for a particular activity, contact us at info@fibrecast.uk.

6. Who we share your information with

We may share personal information with trusted third parties, where necessary, including:

• Customer service and support providers
• Engineering/field service providers
• Wholesale telecommunications providers (including network operators and interconnect partners)
• Couriers and delivery companies
• Payment service providers and gateways
• IT and hosting providers
• Business consultancy and professional advisers (e.g., legal/accounting)
• Debt collection agencies (where accounts are overdue)
• Marketing, research, and review providers (including Trustpilot, where used)
• Fraud prevention and security partners
• Authorities or regulators where we are required to do so by law
• Organisations involved in a corporate restructure, merger, acquisition, or asset sale
• Advertising/analytics partners (where enabled via cookies/preferences)

7. International transfers

Some of our suppliers may process personal data outside the UK. Where this happens, we take steps to ensure appropriate safeguards are in place (for example, contractual protections) to protect your personal data.

8. Marketing preferences

We may send marketing messages (for example, by email or SMS) where permitted by law and based on your preferences. You can opt out of marketing at any time by using the unsubscribe link in our messages or by contacting info@fibrecast.uk.

Important: Even if you opt out of marketing, we may still send you service-related communications (for example, billing, installation updates, outages, or security notices).

9. Cookies and website analytics

Our website may use cookies and similar technologies to help it function, to remember preferences, and (where enabled) to understand how visitors use our site. You can control cookies through your browser settings and, where provided, our on-site cookie controls.

10. Automated decision-making

We may use information from credit reference and fraud prevention agencies to help assess eligibility for certain services and to help prevent fraud. If an automated decision has a significant effect on you, you can contact us to request human review and to challenge the decision.

11. How we store your personal information

Your information is stored securely using appropriate technical and organisational measures designed to protect it against unauthorised access, loss, misuse, alteration, or disclosure.

12. How long we keep your personal information

We keep your personal information only for as long as necessary for the purposes described in this policy, including to meet legal, accounting, or regulatory requirements. When we no longer need your data, we will securely delete it or anonymise it.

• Enquiries that do not become an active account: typically retained for up to 3 years and then deleted.
• Customer account, billing, and contractual records: retained for as long as your account is active and for a period after it ends, where necessary for legal and operational reasons.

13. Your data protection rights

Under data protection law, you have rights including:

• Right of access – to request a copy of your personal information.
• Right to rectification – to correct inaccurate or incomplete information.
• Right to erasure – to request deletion of your personal information in certain circumstances.
• Right to restrict processing – to request that we limit how we use your personal information in certain circumstances.
• Right to object – to object to certain processing, including direct marketing.
• Right to data portability – to request transfer of certain information to you or another provider in certain circumstances.

You do not usually need to pay a fee to exercise your rights. If you make a request, we will respond within one month (subject to legal exceptions). To make a request, contact info@fibrecast.uk.

14. How to complain

If you have concerns about our use of your personal information, please contact us first at info@fibrecast.uk.

You can also complain to the Information Commissioner’s Office (ICO):