Privacy Notice

Who is responsible for your data

phoneswitcher is the controller for the personal data described in this notice. Our registered legal identity, address and company number are printed in the footer of every page on this site.

We are an independent information and advisory service. We are not O2 and have no affiliation with Virgin Media O2 or Telefónica UK Limited. We help you prepare for your network call; we do not provide network support ourselves.

What we collect and why

When you call the number on this site, we collect the phone number you call from, the time and length of the call, and a recording of the conversation. We also collect any details you choose to share about your O2 bill or contract, so an adviser can talk you through it. If you use our contact page or email us, we collect your name, contact details and the content of your message.

We use this information to answer your call and give you clear information about your bill. We also keep a record in case you or we need to check what was said, and to meet our own legal and accounting obligations.

Our lawful bases for using your data

We rely on your consent when you choose to call us or send us a message, since nobody is required to contact phoneswitcher. We rely on our legitimate interests to keep call recordings for training, quality and dispute-resolution purposes. This is balanced against your right to privacy. Where the law requires us to keep records, such as for tax or accounting, we rely on that legal obligation.

Who we share your data with

Your call is answered by independent UK advisers working with phoneswitcher, not by phoneswitcher staff directly. The content of your call is shared with the advisory partner who takes it. We may also share data with service providers who host our phone systems, website and email. We may also share it with professional advisers, such as accountants, where this is necessary to run the business.

We do not sell your data. We never pass your details to O2 or to Virgin Media O2 or Telefónica UK Limited. We cannot access, change, fix, refund or dispute anything on an O2 account on your behalf.

International transfers

Where a service provider we use stores or processes data outside the UK, we only use providers who offer an adequate level of protection. This means providers covered by UK adequacy regulations, or bound by the standard contractual clauses the UK recognises for this purpose.

How long we keep your data

Call recordings are kept for a set number of days and then deleted. The current retention period is stated below, alongside the recording notice. Messages sent through our contact page are kept only for as long as needed to deal with your enquiry and any follow-up, and are then deleted. Records we must keep for legal or accounting reasons are kept for the period the law requires and no longer.

Your rights

Under UK data protection law you have rights over your data. You can ask us what we hold about you, or ask us to correct or delete it. You can also ask us to restrict or object to how we use it, and where it applies, ask for a copy in a portable format. Where we rely on your consent, you can withdraw that consent at any time. Withdrawing consent will not affect anything we did with your data before that point.

To use any of these rights, contact us using the details on our Contact page. We may need to ask you some questions to confirm who you are before we act on your request.

How to complain

If you are unhappy with how we have handled your data, please tell us first. Use our Contact page or our Complaints page, so we have a chance to put things right. You also have the right to complain to the Information Commissioner's Office (ICO) at any time, whether or not you have complained to us first. You can reach the ICO at ico.org.uk, or by phone using the contact details published on its own website.

Call recording

We record calls to the number on this site for training, quality and dispute-resolution purposes. You hear a short notice about this when your call connects. Recordings are stored securely. Only people who need access for these purposes can reach them, and they are deleted once the retention period shown below has passed.

Questions people ask us first

Keeping this notice current

We review this notice whenever our data practices change, and at least once a year. If we make a material change, we will update the date below and, where the change is significant, make it clear on this page.

Last reviewed: 2026-10-31