We are EE and operate three brands in the UK: Orange, T-Mobile and EE. Our ultimate shareholders are two of the world's leading telecommunications companies: France Telecom SA and Deutsche Telecom AG.
When we refer to our 'Group Companies' we mean the companies of the Orange Group, the companies of the T-Mobile Group, the companies in which France Telecom SA have at least a 50% shareholding and the companies in which Deutsche Telekom AG have at least a 50% shareholding.
EE Limited is the controller of your personal data and is registered as a data controller with the Information Commissioner's Office with registration number Z7510687 (http://www.ico.gov.uk).
Your personal information is any information that identifies you as an individual or is capable of doing so.
We collect your personal information such as:
If you or your business applies for our services, we will register and check your details and the details of persons with whom you have a financial link (and if you are a business that trades as a partnership those of your business partners) with credit reference agencies to help us make credit decisions about you. You must also be able to disclose information about anyone else with whom you have a financial link. Your details may be linked to records relating to one or more of those people. We will also check your details with fraud prevention agencies. If you give us false or inaccurate information which leads us to suspect fraud, we will record this and details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:
These agencies will also use the records for statistical analysis about credit, insurance and fraud.
We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.
More details about the relevant fraud prevention agencies are available on request.
If you want details on how we collect your personal information, please click here:
1. We collect information directly from you when you are asked to provide personal details about yourself, including in the following circumstances:
2. We collect information indirectly from you when you use our services including when you:
3. We collect information about you from other organisations including from:
We use your personal information for the following purposes:
We may share your personal information with:
You can always tell us that you do not wish to receive direct marketing communications. But remember, if you do not want us to get in touch, you may miss out on valuable and exciting offers.
If you would prefer not to receive marketing information, simply let us know at any time by contacting us as below. Other means of opting out such as sending STOP to a specific shortcode may be available for some of the services we offer. Please refer to the specific terms that apply to those services.
Please call Customer Services on 150 from an Orange handset or 07973 100150 from any other phone if you wish to opt out of marketing communications. Please note that it may take up to 96 hours to process your opt out request.
Please call Customer Services on 150 from a T-Mobile handset or 08454 125000 from any other phone if you wish to opt out of marketing communications. Please note that it may take up to 96 hours to process your opt out request.
Please call Customer Services on 150 from an EE handset or 07953 966250 from any other phone if you wish to opt out of marketing communications. Please note that it may take up to 96 hours to process your opt out request.
The periods for which we keep your information depend on the purpose for which your information was collected and the use to which it is put. We will not keep your personal information for longer than necessary for our business purposes or for legal requirements.
Data relating to the destination, routing, timing or duration of a communication will be kept for at least a year to comply with our legal obligations.
Some information will be held for a few years after you have closed your account with us, for instance if this is necessary to meet our legal obligations, or is in accordance with industry practice.
Information sent to credit reference agencies will be held for 6 years.
If you want, you can always access your personal information. Just make a written request to our Disclosures team at the address below clearly identifying yourself and the information you require. We may charge you £10 to cover the cost of processing your request and supplying your information to you. We will ask you to provide identification to ensure we do not disclose your information to the wrong people. If you tell us that we hold any inaccurate information about you we will correct it at no charge to you.
Please write to: The Disclosures Team,
EE, Trident Place, Mosquito Way, Hatfield, Hertfordshire, AL10 9BW
A cookie is a small unique text file placed on your device when you visit a website which enables the website to identify your device whenever you visit that website. Cookies cannot be used to run programs or deliver viruses to your device. Cookies can only be read by a web server from the same domain (e.g. www.ee.co.uk) that saved the cookie on your device.
To view our cookies policy and learn about how to opt out of cookies, please click here:
We do our best to protect your personal details and other information about your account because we want you to feel completely confident about using our services. We are constantly reviewing our processes and procedures to protect your personal information from unauthorised access and use, accidental loss and/or destruction.
Sometimes we use other organisations to process your personal information on our behalf. We don't allow them to use this information for their own commercial purposes and they have to follow our strict instructions and comply with appropriate security measures.
We store all your account details and other such information on secure servers, adhering strictly to all relevant UK legislation. We use encrypted transmission links whenever we can.
For further information on security measures to protect your personal information, please click here:
We recommend you set up a Customer Services password to protect your account details. If you don't already have one it's simple to set one up next time you call. Some customers may use a PIN as part of our automated telephone system. Once you have a PIN this is all you will need when you call us - though you'll still need your Customer Services password if you email. You must set up a Customer Services Password or PIN if you want anyone other than yourself to access your account.
If we need to call you for any reason we will not ask you to reveal your password to us.
You will need to set up a separate username and password to access your account details online.
Fraudsters create authentic looking, but false or "spoof" websites. Their purpose is to tempt users to divulge personal information. This information will be re-used to try and access your bank accounts. Fraudsters are increasingly turning to email to generate traffic to these websites.
If you get any email containing an embedded link and a request for you to enter any personal details, treat it as suspicious and do not provide any personal information, even if the page appears legitimate. No reputable company ever sends emails of this type.
If you believe you may have fallen victim to identity fraud or impersonation, CIFAS (the UK's Fraud Prevention Service) advises you take the following steps:
If you believe you may have fallen victim (i.e. you have received a bill for an account or additional number which fraudulently uses your details), you should contact us as soon as possible.
We need to know approximately where you are so that we can deliver mobile phone services to you. Location information (such as your Cell ID) is relayed to us and some of our partners when your phone is turned on or when you use the services. This information will also be shared with the emergency services so that when you make an emergency call, the emergency services are able to respond more quickly to the call. Cell ID location information cannot usually be used to pinpoint exactly where you are. For example, it cannot usually be used to determine which particular house or shop you are in at a given time. Instead it offers an approximate location based on your position relative to the nearest mobile phone masts. The accuracy of this information depends on how close you are to a mobile phone mast and is likely to be more accurate in urban areas compared to rural areas.
This location information may also be used to provide you with services that are linked to your location such as traffic reports and entertainment listings.
We also use geo-fencing techniques to determine your location, using your last known location when you have entered a defined area, using information about your last known communication, using information on when you change location area outside of your current cell site and using your cell ID location when you switch your phone on. We use this information for location based offers when you have consented to receive offers based on your location and we keep this information for a maximum of 30 days (or less if you opt out of location based offers) and then delete it.
For map services, we generally use your GPS location if enabled on your phone and when available to us.
Some location services are called active location services because you are asking us to check your location in order for the service to be provided. There are other forms of location based services where you might agree to be located by someone else or you might want to locate someone else using the location information we generate. These services are called passive location services. We describe passive location based services offered by our partners below.
We have put in place measures to ensure that our partners who provide you with passive location based services by using cell ID that we provide to them comply with the Industry Code of Practice for the Use of Mobile Phone Technology to Provide Passive Location Services in the UK. These include measures to verify the identity of the person wishing to use the passive location service and to ensure the ongoing consent of the person whose phone is being located. One of the key requirements of this Code is that the person who is to be located must consent to being located and regular reminders about the location service must be sent to their mobile phone so that they can opt out at any time.
You may receive certain passive location services in circumstances where you have adjusted settings or activated certain features on your phone. For example, if your phone has 'Bluetooth' enabled, you may receive messages from third parties located nearby. If you do not wish to receive these services, we suggest you de-activate the relevant feature(s) on your phone or contact the third parties directly.
You can ask us to include your contact details including your name or trading name, address and mobile phone number in a directory which will make your details available through directory enquiry services.
If you want your contact details including your mobile phone number to be included in a directory enquiry service, please contact our Customer Services team.
By continuing to use our services you acknowledge and agree to those changes.