LightSpeed Broadband Privacy Notice
Last updated and effective from 8th August 2025
1. Keeping your data safe
1.1 This is the Privacy Notice of Lightspeed Broadband Limited and sets out how we collect and process your personal data. We are committed to keeping your personal data safe and secure and handling it in accordance with our legal obligations. This Privacy Notice sets out in detail the purposes for which we process your personal data, who we share it with, what rights you have in relation to that data and everything else we think it's important for you to know.
1.2 This Privacy Notice relates to personal data that identifies “you” meaning customers or potential customers, suppliers, individuals who browse our website and individuals outside our organisation with whom we interact. This Privacy Notice is not intended for children and we do not knowingly collect personal data relating to children.
1.3 This Privacy Notice may vary from time to time so please check it regularly. This version of this Privacy Notice was published on 7th August 2025.
2. Who we are
2.1 We are LightSpeed Broadband Limited, a company incorporated in England and Wales with registered number 12487672.
3. Contact details
3.1 Our contact details are as follows: Address: Office 2B Westpoint, Lynch Wood, Peterborough, PE2 6FZ. Telephone: 01775 830830.
3.2 If you have any queries about how we use your personal data, contact us using the following details: [email protected] or Contact Us.
4. What is personal data?
4.1 Personal data is any information that tells us something about you. This could include information such as your name, contact details, date of birth, medical information and bank account details.
5. How do we collect personal data?
5.1 We collect personal data from various sources, including:
5.1.1 directly from you, for example when you become a customer, sign up to our mailing list, sign up for an account, contact us with questions, provide us with feedback, or complete our surveys;
5.1.2 from someone else, such as credit reference and fraud prevention agencies or providers of technical, payment and delivery services or third party review platform providers that we use to gather specific feedback from customers; and
5.1.3 via automated technologies such as cookies, server logs and other similar technologies. We may automatically collect Information Technology Data about your equipment, browsing actions and patterns by using cookies, server logs and other similar technologies. We may also receive Information Technology Data about you if you visit other websites employing our cookies. Please see our cookie policy https://www.lightspeed.co.uk/legal-and-policies/cookies-policy for further details.
6. What personal data do we collect?
6.1 We may collect the following categories of personal data about you:
6.1.1 Individual Data. This includes personal data which relates to your identity, such as your name, title, date of birth and gender and your contact details such as your billing address, delivery address, email address, telephone numbers, your location (e.g., in case of an emergency), call data records, and data collected in connection with any work in or around your property, such as data collected as part of any installation surveys.
6.1.2 Advertising Data. This includes personal data which relates to your advertising preferences, such as information about your preferences in receiving marketing materials from us and our third parties and your communication preferences. Where permitted, we may use Advertising Data to analyse or predict your personal preferences and interests in order to provide you with more targeted advertising about our products or services (often referred to as profiling).
6.1.3 Information Technology Data. This includes personal data which relates to your use of our website, such as your internet protocol (IP) address, login data, traffic data, weblogs and other communication data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our website. Where permitted, this may involve the use of profiling.
6.1.4 Account and Profile Data. This includes personal data which relates to your account or profile on our website, such as your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
6.1.5 Economic and Financial Data. This includes personal data which relates to your finances, such as your bank account and payment card details and information which we collect from you for the purposes of the prevention of fraud.
6.1.6 Sales Data. This includes personal data which relates to the transactions you have conducted with us, such as details about payments to and from you, details of subscriptions to our services or publications and other details of products and services you have purchased from us.
6.1.7 Health Data. We may collect data related to your health in limited circumstances in order to allow us to tailor our services to your needs.
6.1.8 Accessibility Data. We may collect data related to your ability to access our services in order to provide you with access to the services and to support you in accordance with our Vulnerability and Accessibility Policy.
6.1.9 Market Research Data. This includes personal data which is gathered for the purposes of market research, such as price comparison information.
6.2 We may also create personal data about you, for example, if you contact us by telephone to make a complaint, for example about our services or goods, then we may make a written record of key details of the conversation so that we can take steps to address the complaint.
6.3 We also obtain and use certain aggregated data such as statistical or demographic data for any purpose (“Aggregated Data”). Aggregated Data may be derived from your personal data but does not directly or indirectly reveal your identity. For example, we may aggregate your Information Technology Data to calculate the percentage of users accessing a specific feature on our website. However, if we re-combine or re-connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Notice.
7. What is your legal basis for using my personal data?
7.1 Under data protection law, we are only permitted to use your personal data if we have a legal basis for doing so, as set out in the legislation.
7.2 Where we may rely on consent
7.2.1 For certain purposes it may be appropriate for us to obtain your prior consent. The legal basis of consent is only used by us in relation to processing that is entirely voluntary – it is not used for processing that is necessary or obligatory in any way.
7.2.2 In the event that we rely on your consent, you may at any time withdraw the specific consent you give to our processing your personal data. Please contact us using the contact details set out in section 3 to do so or, where we rely on your consent to send you marketing communications, you may unsubscribe at any time by clicking on the “unsubscribe” link in marketing emails or by changing your account settings.
7.2.3 Please note even if you withdraw consent for us to use your personal data for a particular purpose we may continue to rely on other lawful bases to process your personal data for other purposes.
7.3 Other legal bases we may rely on
7.3.1 Where we are relying on a basis other than your consent, the lawful basis for processing personal data will be one of the following:
(a) the processing is necessary in order for us to comply with our legal obligations;
(b) the processing is necessary for the performance of a contract you are party to or in order to take steps at your request prior to you entering into a contract;
(c) processing is necessary for the establishment, exercise or defence of legal claims; or
(d) the processing is necessary for the pursuit of our legitimate business interests.
7.4 Extra conditions for sensitive personal data
7.4.1 Where we are processing your sensitive / special category personal data we will ensure that one of the following conditions will also apply:
(a) you have given your explicit consent to the processing;
(b) the processing relates to personal data which are manifestly made public by you;
(c) the processing is necessary for the establishment, exercise or defence of legal claims;
(d) the processing is necessary to protect an individual’s vital interests where the individual cannot give consent; or
(e) the processing is necessary for reasons of substantial public interest
7.5 Purposes for which we use your personal data and the lawful basis
7.5.1 Our processing of your personal data will depend on our relationship with you. The table below sets out in more detail the purpose of the processing activities and which of the lawful basis we rely on to do so. We have also identified what our legitiminviate interests are where appropriate.
Purpose | Processing Operation | Lawful basis relied on under the UK GDPR | Relevant Categories of personal data |
|---|---|---|---|
Performing our contractual obligations to you | Processing and performing any order placed by you for goods or services (including providing necessary personal data to third parties in order to provide you with goods or services – e.g., the couriers who deliver equipment and/or fibre to you, the engineers who provide installation services and related works in relation to the broadband services, and in relation to the mobile services the operator(s)/provider(s) of the mobile electronics communications network(s) used to provide the mobile services). | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Economic and Financial Data Account and Profile Data Accessibility Data Health Data |
Considering feedback and complaints that you may make to us including dealing with refunds | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you vital interests | Individual Data Economic and Financial Data Account and Profile Data | |
Making or receiving payments, fees and charges | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Economic and Financial Data Account and Profile Data | |
Collecting and recovering money owed | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carry out our business and managing our relationship with you | Individual Data Economic and Financial Data Account and Profile Data | |
Managing our relationship with you | Sending you important notices such as communications about changes to our terms and conditions and policies (including this Privacy Notice) | Processing is necessary: for the performance of a contract with you for compliance with a legal obligation to which we are subject in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Account and Profile Data |
Providing you with important real-time information about products or services you have ordered from us (e.g. a change of time or location for your service due to unforeseen circumstances) | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you for compliance with a legal obligation to which we are subject | Individual Data Account and Profile Data | |
Providing advice regarding our products and services to you (or arrange for others to do so at our request) | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Advertising Data Market Research Data | |
Sending you information you have requested | Processing is necessary: for the performance of a contract with you for compliance with a legal obligation to which we are subject in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data Market Research Data, in each case as relevant and/or required by applicable law | |
Dealing with your enquiries | Processing is necessary: for the performance of a contract with you for compliance with a legal obligation to which we are subject in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Account and Profile Data Sales Data Economic and Financial Data | |
Making suggestions and recommendations to you about goods, brands or services that may be of interest to you, deliver relevant website content and advertisements to you and to measure or understand the effectiveness of our advertising. We may also undertake profiling in order to protect your interests and personalise recommendations. | Processing is necessary: in connection with our legitimate business interests in carrying out our business and managing our relationship with you Or where you have provided us with your consent | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data | |
Communicating with you about, and administering your participation in, special events, programs, promotions, surveys, any prize draws or competitions. | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you Or where you have provided us with your consent | Individual Data Advertising Data Information Technology Data Account and Profile Data | |
For internal purposes to use data analytics, to identify usage trends, determine and measure the effectiveness of promotional campaigns and advertising and to improve our website, products/services, marketing, customer relationships and experiences | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carry out our business and managing our relationship with you | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data | |
Emergency Services | Where you call emergency services, your location may be made available to emergency services. | Processing is necessary: to protect an individual’s vital interests where the individual cannot give consent; or for reasons of substantial public interest | Individual Data |
Administering our business and carrying out business activities including our regulatory obligations | This may involve a variety of processing operations relating to the running of our business, including those set out below: | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data Market Research Data | |
Protecting our business including to deal with any misuse of our website and to comply with our security policies at our locations | Processing is necessary: in connection with our legitimate business interests in carrying out our business and managing our relationship with you for compliance with a legal obligation to which we are subject | Individual Data Information Technology Data Account and Profile Data | |
Using your personal data to comply with our own legal obligations and maintaining our records | Processing is necessary: in connection with our legitimate business interests in carrying out our business and managing our relationship with you for compliance with a legal obligation to which we are subject vital interests | Individual Data Economic and Financial Data Account and Profile Data Sales Data | |
Enforcing or applying our terms of use, terms and conditions of supply and other agreements with third parties For the purposes of debt recovery | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you for compliance with a legal obligation to which we are subject | Individual Data Economic and Financial Data Account and Profile Data Sales Data | |
Detecting and preventing fraud and other illegal activities (and to assist regulators, trade bodies and law enforcement agencies in relation to the same) | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you for compliance with a legal obligation to which we are subject vital interest of a person for the performance of a contract with you | Individual Data Information Technology Data Economic and Financial Data Account and Profile Data Sales Data | |
Reorganisation, restructuring, refinancing, selling, making ready for sale or disposal of our business in whole or in part including to any potential buyer or their advisers | Processing is necessary in connection with our legitimate business interests in carry out our business and managing our relationship with you | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data Market Research Data | |
Investigating and defending any third-party claims or allegations | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you for compliance with a legal obligation to which we are subject vital interests | Individual Data Sales Data Economic and Financial Data | |
Providing administration and / or IT services Seeking to ensure the security of our IT network | in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data Market Research Data | |
The development of our business strategy Studying how to develop and the updating of our products and services; | in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Advertising Data Information Technology Data Account and Profile Data Sales Data Market Research Data | |
Protecting our business and property | in connection with our legitimate business interests in carrying out our business | Individual Data Information Technology Data | |
In order to share your personal data with our franchisees and their authorised personnel | Processing is necessary: for the performance of a contract with you in connection with our legitimate business interests in carrying out our business and managing our relationship with you | Individual Data Sales Data Economic and Financial Data | |
Protecting our staff and visitors | Processing is necessary: in connection with our legitimate business interests in carrying out our business vital interest of a person | Health Data | |
Receiving feedback through processes such as surveys. | For internal purposes to understand and improve our website, products/services, marketing, customer relationships and experiences | Processing is necessary: in connection with our legitimate business interests in carrying out our business | Account and Profile Data Market Research Data |
8. What happens if you don’t provide the personal data we request
8.1 for these purposes, if you do not provide the data requested, we may not be able to perform our contract with you or continue to provide our services to you.
9. How we share your personal data
9.1 We may share your personal data in the following ways:
9.1.1 We use third party service providers who process personal data on our behalf so that we can provide our products/services to you. The service providers we use who may have access to your personal data include:
(a) hosting providers;
(b) cloud services providers for cloud storage;
(c) marketing services providers;
(d) IT support and maintenance providers;
(e) our customer relationship management solution provider;
(f) market research agencies;
(g) construction build partners who are building our network;
(h) the operator(s)/provider(s) of the mobile electronics communications network(s) used to provide the mobile services;
(i) payment service providers; and
(j) engineers who provide installation services and related works.
9.1.2 We may share your personal data with a third party where we have a legal basis for doing so and for example, to the extent they need that data for you to access products and/or services which they provide in conjunction with or in relation to our Services.
9.1.3 If we sell any part of our business and/or integrate it with another organisation, your details may be disclosed to our advisers and to prospective purchasers or joint venture partners and their advisers. If this occurs, the new owners of the business will only be permitted to use your personal data in the same or similar ways as envisaged in this Privacy Notice.
9.1.4 We may disclose your personal data where we are legally required to do so, for example to tax authorities, or where we need to share your personal data for the purposes of preventing or detecting crime, in connection with legal proceedings, for the purpose of obtaining legal advice, otherwise for the purposes of establishing, exercising or defending legal rights or claims, or with external professional advisers such as accountants, bankers, insurers, auditors.
9.1.5 We may share your personal data if it is necessary to protect your vital interests, such as providing your location to emergency services when you contact them.
10. Where personal data is stored and transferred
10.1 It is possible that personal data we collect from you may be transferred, stored and/or processed outside the United Kingdom including outside the European Economic Area.
10.2 In connection with such transfers we will ensure that:
10.2.1 there are appropriate safeguards in place such as binding corporate rules or approved model contractual clauses. A copy of the appropriate safeguard can be obtained by contacting us using the contact details set out in section 3; or
10.2.2 the transfer is to a country that provides an adequate level of protection; or
10.2.3 one of the derogations for specific situations applies to the transfer including explicit consent or necessary for the performance of a contract or exercise or defence of legal claims.
11. How long personal data is kept for
11.1 We will store your personal data for the time period which is appropriate in accordance with the following criteria:
11.1.1 the on-going business operation / relationship that we have with you;
11.1.2 the completion of the purpose for which the personal data was given;
11.1.3 our legal obligations in relation to that personal data and other legal requirements;
11.1.4 the type and size of the data held and whether any if it is deemed to be special category personal data; and
11.1.5 our accounting requirements in relation to that personal data.
12. Your rights
12.1 You have a number of rights under data protection law. These rights and how you can exercise them are set out in this section. We will normally need to ask you for proof of your identity before we can respond to a request to exercise any of the rights in this section and we may need to ask you for more information, for example to help us to locate the personal data that your request relates to.
12.2 We will respond to any requests to exercise your rights as soon as we can and in any event within one month of receiving your request and any necessary proof of identity or further information. If your request is particularly difficult or complex, or if you have made a large volume of requests, we may take up to three months to respond. If this is the case we will let you know as soon as we can and explain why we need to take longer to respond.
12.3 If you want to exercise any of these rights, please contact us using the details above.
12.4 A right to access your information
12.4.1 You have a right to ask us to send you a copy of all the personal data that we hold about you (subject to some exceptions).
12.5 A right to an electronic copy of your information
12.5.1 You can also ask us to send you the information that we process for the purposes of fulfilling our contract with you or based on your consent in a common electronic format, or to ask us to transfer that data to a third party if you want us to and if it is technically feasible for us to do so.
12.6 A right to object to us processing your information
12.6.1 You have a right to object to us processing any personal data that we process where we are relying on legitimate interests as the legal basis of our processing (as set out in section 7above).
12.6.2 If you make a request to exercise your right to object, if we have compelling legitimate grounds to carry on processing your personal data, or if the processing is for the establishment, exercise or defence of legal claims, we will be able to continue to do so. Otherwise, we will cease processing your personal data.
12.7 A right to ask us not to market to you
12.7.1 You can ask us not to send you direct marketing. You can do this by following the "unsubscribe" instructions in any marketing emails or by changing your account settings, or by contacting us using the details above.
12.8 A right to have inaccurate data corrected
12.8.1 You have a right to ask us to correct inaccurate data that we hold about you. We will take steps to satisfy ourselves that the data we hold is accurate and will correct the data if necessary.
12.9 A right to have your data erased
12.9.1 You have a right to ask us to delete your personal data in certain circumstances, for example if we have processed your data unlawfully or if we no longer need the data for the purposes set out in this Privacy Notice.
12.10 A right to have processing of your data restricted
12.10.1 You can ask us to restrict processing of your personal data in some circumstances, for example if you think the personal data is inaccurate and we need to verify its accuracy, or if we no longer need the data but you require us to keep it so that you can exercise your own legal rights.
13. Accuracy of your personal data
13.1 It is important that the personal data we hold about you is accurate and current and we take all reasonable precautions to ensure that this is the case but we do not undertake to check or verify the accuracy of personal data provided by you. Please keep us informed if your personal data changes during your relationship with us either by logging onto your account on the website or by contacting us. We will not be responsible for any losses arising from any inaccurate, inauthentic, deficient or incomplete personal data that you provide to us.
14. Personal data about other people which you provide to us
14.1 If you provide personal data to us about someone else (such as one of your directors or employees, or someone with whom you have business dealings) you must ensure that you are entitled to disclose that personal data to us and that, without our taking any further steps, we may collect, use and disclose that personal data as described in this Privacy Notice.
14.2 You must ensure the individual concerned is aware of the various matters detailed in this Privacy Notice, as those matters relate to that individual, including our identity, how to contact us, the way in which we collect and use personal data and our personal data disclosure practices, that individual's right to obtain access to the personal data and make complaints about the handling of the personal data, and the consequences if the personal data is not provided.
15. Links to other websites
15.1 This Privacy Notice only applies to us. If you link to another website from our website, you should remember to read and understand that website’s privacy notice as well. We do not control unconnected third-party websites and are not responsible for any use of your personal data that is made by unconnected third party websites.
16. Complaints
16.1 You are important to us, and so is protecting your personal information. We have high standards when it comes to collecting and using personal information. For this reason, we take any complaints we receive from you about our use of your personal information very seriously and request that you bring any issues to our attention.
16.2 You also have a right to complain to the Information Commissioner's Officer (ICO), which regulates data protection compliance in the UK, if you are unhappy with how we have processed your personal data. You can find out how to do this by visiting www.ico.org.uk.