Connex Fibre Privacy Policy

  • We are Connex Fibre Limited (Connex Fibre or we or us), a company registered in England and Wales with company number 13922904. Our registered address is 20 Jewry Street, Winchester, United Kingdom SO23 8RZ. Our VAT number is 445426590. The full fibre broadband service we provide is regulated by Ofcom. We trade under the name Connex Fibre.     

    We make available a full fibre broadband service to residents of Welborne Garden Village. We do this in conjunction with our broadband partner, a separate company called SCCIA Alphatrack Limited (SCCIA). SCCIA provides and administers the broadband service on our behalf. When you deal with us about our full fibre broadband service, you may be dealing with SCCIA. We have given SCCIA permission to act on our behalf and perform the contract you have with us where you subscribe to our broadband service.  

  • We will collect, use and share information, including personal information, in connection with providing our services and operating our business.

  • This is our main general privacy notice that applies across our business, although we may publish additional privacy statements that apply to specific services we offer from time to time.

    If an additional privacy statement is relevant to you because of the way in which you engage with us and there is a conflict between the information set out in this privacy notice and the additional privacy statement, then the additional privacy statement will take precedence over the information set out in this privacy notice.

  • We may update this privacy notice at any time. We will take reasonable measures to communicate any substantial changes that we make to this privacy notice to you – for example, by posting an updated version of this privacy notice on our website, or by sending you an updated version of this privacy notice by email. We also encourage you to check this page from time to time for any changes.

    This privacy notice is dated June 2025.

  • Personal information is any data relating to an identified or identifiable natural person who can be directly or indirectly identified from that data. This includes obvious things like your name, address and telephone number, but can also include less obvious things like analysis of your use of our website. There are different types of personal information. The most important types for you to know about are:

    • Special categories of personal information – these categories of personal information often have additional protection under data protection laws around the world. These categories include information about your health, racial or ethnic origin, political opinions, religious or philosophical beliefs and trade union membership, your genetic data and biometric data, and information concerning your sex life or sexual orientation; and

    • Criminal convictions information – this is information relating to your criminal convictions and offences.

  • We process your personal information in our capacity as a controller. This means that we are responsible for deciding how we hold and use your personal information and ensuring that we comply with relevant data protection laws when processing your personal information.

Date of last revision: June 2025

We are Connex Fibre Limited. We take data privacy very seriously and this privacy notice is designed to help you understand how and why we use your personal information.

We encourage you to read the whole notice. Alternatively, if you wish to read about specific privacy practices that interest you, please click on the relevant links below.

The purpose of this privacy notice:

Your personal information:

  • We collect personal information about you in connection with the provision of our full fibre broadband service and the running of our business more generally. This includes as part of our online subscription request process for our broadband service; the management of any subscription you may have from time to time to our broadband service (including with respect to the provision of support); the provision of our broadband service to you; and dealing with any claims or complaints.   

    We may hold information about you if:

    • you are a prospective, current, or former customer of Connex Fibre;

    • you use our full fibre broadband service;

    • you are (or you represent, work for, or own) a supplier of products or services to Connex Fibre;

    • you represent a regulator, certification body or government body which has dealings with Connex Fibre; or

    • you visit our website (including where you contact us through our website).

  • The types of information we process about you may include:

    • Individual details

      • Your name, address, other contact details (for example, email address and telephone numbers), gender, user name or similar identifier, marital status, date and place of birth, nationality, employer, job title and job category.

    • Service related information

      • Billing information – including the charges you have agreed to pay to us and information on any debts you owe us if you fail to pay us such charges.

      • Subscription information – including the broadband package you have subscribed for.

      • Equipment information – including information relating to the broadband equipment installed at your house in Welborne Garden Village.

      • Usage related information – including information relating to your use of our full fibre broadband service (including browser records), our network, our support services, and our website. Other examples include data usage information, information on the devices used to access our full fibre broadband service, connection timestamps, IP address-related information (such as IP address location information) and metadata

      • Customer service and complaints related information – including information relating to any support we provide where you experience technical and other issues and information relating to any complaints or claims you make to or against us.

    • Financial information

      • Bank account or payment card details, income or other financial information.

    • Marketing preferences

      • Information on your preferences relating to the receipt of marketing information from us.

    • Credit and anti-fraud data

      • Credit history, credit score and information received from various credit and anti-fraud databases relating to you.

    • Special categories of personal information

      • Information about your health, racial or ethnic origin, political opinions, religious or philosophical beliefs and trade union membership; your genetic and biometric data; and information about your sex life or sexual orientation. This may include, by way of example, accessibility related information in respect of any accessibility related needs that you may have – including the impact of such needs on the way you access and use our full fibre broadband service or that we need to take into account when we contact you.

    • Criminal convictions information

      • Information relating to your criminal convictions and offences.

    • Identifiers

      • Information which can be traced back to you, such as login information for your customer account, an IP address or a website tracking code and information relating to the devices you use to access and use our website and our broadband service.

  • We may collect your personal information from various sources, including:

    • directly from you – including when you visit our website; submit a request for a subscription to our full fibre broadband service online; set-up your customer account; use our full fibre broadband service; and submit requests for support or complaints or claims to us;

    • your employer or the organisation that you represent, work for or own;

    • other members of your household and other people that you allow to access and use our full fibre broadband service;

    • our customers and service providers;

    • our broadband partner, which is currently SCCIA;

    • debt collection and credit reference agencies;

    • anti-fraud databases, court judgements and other databases;

    • regulators, government agencies and authorities; and publicly accessible registers or sources of information; and

    • by actively obtaining your personal information ourselves, for example through the use of website tracking devices.

    The sources that apply to you will depend on why we are collecting your personal information. Where we obtain your information from a third party – in particular, your employer or the organisation that you represent or work for – we may ask them to provide you with a copy of this privacy notice (or, if applicable, a shortened version of it) to ensure you know we are processing your information and the reasons why.

Our use of your personal information:

How do we use your personal information and what are our legal grounds for doing so?

We may process your personal information in many different ways – including by collecting, recording, organising, storing, analysing, modifying, extracting, sharing, deleting and/or destroying it.

In this section we set out in more detail:

  • the main purposes for which we process your personal information; and

  • the legal bases upon which we are processing your personal information.

  • We may use personal information to respond to enquiries from you and to provide you with information about our full fibre broadband service.

    Legal basis

    For all information legitimate interests.

    We have a legitimate interest in using your information where this is necessary or appropriate to respond to your enquiries or provide you with information on our full fibre broadband service.

  • We may use personal information as part of the online subscription request process and when deciding whether to accept any request you submit to us for a subscription for our full fibre broadband service.

    We may use personal information about your identity, credit history and other financial information to help us decide whether to accept any request you submit to us to subscribe to our full fibre broadband service – including to undertake affordability and creditworthiness checks. We usually use a third party credit check service to undertake this activity.

    Legal basis

    For all information – legitimate interests.

    We have a legitimate interest in using your information where this is necessary or appropriate as part of our online subscription request process and deciding whether to accept any subscription request you submit to us for our full fibre broadband service.

  • When you use our full fibre broadband service we use personal information to facilitate your access to and use of the service on a day to day basis and to manage your subscription.

    We use personal information when communicating with you in the course of operating our business and providing you with our full fibre broadband service pursuant to your contract with us for your subscription – including to:

    • perform our obligations and exercise our rights under the contract – including to help make sure that we are providing our full fibre broadband service to you in accordance with your contract with us;

    • administer and manage your subscription – including to process any changes to your subscription package that you ask to make and to tell you about any changes to our charges, full fibre broadband service and customer terms;

    • prepare and submit bills to you for our charges;

    • provide support to you if you encounter any technical issues;

    • move your account to another appropriate person in the case of a bereavement or serious illness; and

    • resolve complaints or disputes if something goes wrong.

    In some cases, this information may include special categories of personal information (for example, where you let us know you have any accessibility needs).

    Legal basis

    Performing your contract with us for your subscription to our full fibre broadband service

    When you use our full fibre broadband service we use personal information to facilitate your access to and use of the service on a day to day basis and to manage your subscription.

    We use personal information when communicating with you in the course of operating our business and providing you with our full fibre broadband service pursuant to your contract with us for your subscription – including to:

    • perform our obligations and exercise our rights under the contract – including to help make sure that we are providing our full fibre broadband service to you in accordance with your contract with us;

    • administer and manage your subscription – including to process any changes to your subscription package that you ask to make and to tell you about any changes to our charges, full fibre broadband service and customer terms;

    • prepare and submit bills to you for our charges;

    • provide support to you if you encounter any technical issues;

    • move your account to another appropriate person in the case of a bereavement or serious illness; and

    • resolve complaints or disputes if something goes wrong.

    In some cases, this information may include special categories of personal information (for example, where you let us know you have any accessibility needs).

    Legal basis

    For all information – legitimate interests.

    We have a legitimate interest in using your information where this is necessary or appropriate to perform your contract with us for your subscription to our full fibre broadband service or to communicate with you and with third parties in the course of operating our business.

    Where applicable, we will also rely on the performance of a contract legal basis for processing.

    For special category personal information we will also rely on the following legal basis – consent.

  • We may from time to time monitor your use of our full fibre broadband service – for example, the quantity of data that is uploaded or downloaded using the service. We do this to ensure that your use of our full fibre broadband service is in compliance with the terms and conditions of your contract with us for your subscription to our broadband service (and, in particular, our fair usage policy set out in our customer terms and conditions).

    Legal Basis

    Legitimate interests.

    We have a legitimate interest in understanding whether our full fibre broadband service is being used properly and in accordance with the agreed terms and conditions.

  • We may use your personal information when carrying out research about your opinions, views and feedback on our full fibre broadband service and new products, services, packages and solutions that may be offered and in developing, improving and maintaining our full fibre broadband service.

    Legal basis

    Legitimate interests.

    We have a legitimate interest in carrying out research about your opinions, views and feedback on our full fibre broadband service and new products, services, packages and solutions that may be offered and in developing, improving and maintaining our full fibre broadband service.

  • We may use your personal information to carry out analysis and market research and to carry out marketing activities, including advertising. We do this to tell you about our full fibre broadband service (including the benefits of using Connex Fibre) and any other products and services we may offer.

    We may also use your personal information to provide tailored services to our customers and to improve our website and our full fibre broadband service more generally.

    Please see our Cookies notice for further information on the cookies used on our website.

    We do not generally look to collect special categories of personal information and criminal convictions data for this purpose.

    Legal basis

    Legitimate interests.

    We have a legitimate interest in carrying out marketing activities to promote our business and in improving and tailoring our website and our full fibre broadband service.

    Consent.

    We will comply with applicable marketing legislation when carrying out marketing activities and we will obtain your consent when this is required.

  • We may use your personal information for our own administrative and management purposes and to grow and develop our business operations.

    This may include using personal information to:

    • prepare internal business reports, forecasts and models to understand our business and make plans for the future – including technical and service related plans and financial forecasting/budgets;

    • prevent the use of our full fibre broadband service for illegal or unlawful purposes;

    • identify and deal with actual or potential threats to our business operations; and

    • protect our business and financial interests.

    We do not generally look to collect special categories of personal information and criminal convictions data for this purpose.

    Legal basis

    Legitimate interests.

    We have a legitimate interest in carrying out our own administrative and management functions and seeking to grow and develop our business operations.

  • We collect information about you in connection with your supply of products or provision of services to us or your position as a representative or worker of a supplier of products or provider of services to us.

    We do not generally look to collect special categories of personal information and criminal convictions data for this purpose.

    Legal basis

    Legitimate interests.

    We have a legitimate interest in contacting and dealing with individuals involved in supplying products or providing services to us.

  • Our website may invite you to provide us with your personal information. Where you provide us with your information, we will only use it for the purpose for which it has been provided by you.

    Legal basis

    Legitimate interests.

    We have a legitimate interest in providing to you the facilities on our website that you have requested and in understanding how our website is used and the relative popularity of the content on our website.

  • We have security measures in place at our offices, which include building access controls and may include CCTV. Images captured by CCTV are securely stored and only accessed on a need to know basis – for example, to look into an incident. CCTV recordings are typically automatically overwritten after a short period of time unless an issue is identified that requires investigation (such as a theft).

    We require visitors to our offices to sign in at reception and we keep a record of visitors for a short period of time.  Our visitor records are securely stored and only accessible on a need to know basis – for example, to look into an incident.

    We do not generally look to collect special categories of personal information and criminal convictions data for this purpose.

    Legal basis

    Legitimate interests.

    We have a legitimate interest in making sure our offices, and the people that visit and work at our offices, are safe and secure.

  • We use personal information to comply with our legal and regulatory obligations.

    This includes using personal information to:

    • manage our relationship with, respond to enquiries from, and investigations and enforcement actions undertaken by, regulatory authorities that regulate our business or the broadband service we provide – such as the UK’s Information Commissioner’s Office and Ofcom; and

    • help the police, security services and regulatory authorities with enquiries relating to national security, terrorism, criminal and other investigations, intellectual property infringement matters.  

    Legal basis

    Legitimate interests.

    We have a legitimate interest in complying with our legal and regulatory obligations and assisting regulatory authorities, police and security services.

    Where applicable, we will also rely on the compliance with a legal obligation legal basis for processing.

    For special category personal information and criminal convictions information we will also rely on the following legal basis – preventing or detecting unlawful acts.

  • We may use your personal information, including sharing it with our legal advisers, when looking to establish our legal position.

    This includes:

    • exercising our legal rights and defending legal claims;

    • responding to and engaging with alternative dispute resolution services (including in accordance with our Ofcom obligations for resolving customer complaints and disputes); and

    • responding to court proceedings.

    In some cases, this information will include special categories of personal information and criminal convictions data.

    Legal basis

    For all information – legitimate interests.

    We have a legitimate interest in understanding and establishing our legal rights and obligations.

    For special category and criminal convictions data – the establishment, exercise or defence of legal claims.

  • We cannot force you to provide your personal information to us and you can choose not to provide us with your personal information. Where we need to collect your personal information by law or in order to process your instructions, provide you with our services or perform a contract we have with you and you decide not to provide that information when requested, we may not be able to carry out your instructions, provide our services or perform the contract we have or are trying to enter into with you. In other circumstances where you choose not to provide us with your personal information we request, your decision not to provide us with your personal information may affect our ability to provide certain of our services.

  • We do not generally process your personal information based on your consent (as we can usually rely on another legal basis). Where we do process your personal information based on your consent, you have the right to withdraw your consent at any time. To withdraw your consent please email us at admin@connexfibre.co.uk or, to stop receiving our marketing emails or updates, please click on the unsubscribe link in the relevant email you receive from us. Once we have received notification that you have withdrawn your consent, we will no longer process your personal information for the purpose(s) to which you originally consented unless there is another legal ground for the processing. Please note that where we rely on your consent to process your personal information and you choose to withdraw your consent, your decision may affect our ability to provide certain of our products and services.

  • We do not sell your information. However, we may share your information in the following circumstances:

    • with our broadband partner, SCCIA. SCCIA provides and administers the broadband service on our behalf. When you deal with us about our full fibre broadband service, you may be dealing with SCCIA. We have given SCCIA permission to act on our behalf and perform the contract you have with us where you subscribe to our broadband service;

    • where it is necessary or appropriate for the purposes for which we hold your information and we have a lawful basis for doing so, we share your relevant information with other members of the Connex Fibre group; 

    • in order to operate our business efficiently, we require the assistance of various external providers of professional services (such as legal advisers, accountants and auditors) and support services (such as IT service providers). The use of these services may involve the service provider receiving your relevant information from us;

    • in connection with a sale or business transaction. If we sell our business or undergo another business transaction (such as a reorganisation, merger, joint venture, assignment, transfer, or other disposition of any or all portion of our business, assets, or stock, including in connection with any bankruptcy or similar proceedings), then your information may be shared with, or transferred to, a third party;

    • to protect the rights, property and safety of Connex Fibre and others. Such information will be disclosed in accordance with applicable laws and regulations. This includes where we share information with other parties in the context of litigation disclosure and in response to subpoenas and court orders; and

    • we share your personal information with other third parties, such as relevant public and government authorities, including regulators and law enforcement bodies, where we are required or requested to do so to comply with legal or regulatory requirements.

Other important things you should know:

  • We take security issues seriously. We implement appropriate steps to help maintain the security of our information systems and processes and prevent the accidental destruction, loss, or unauthorised disclosure of the personal information we process.

  • We do not use profiling (where an electronic system uses personal information to try and predict something about you) or automated decision making (where an electronic system uses personal information to make a decision about you without human intervention).

  • We keep your personal information for no longer than is necessary for the purposes described in this privacy notice and, in any event, no longer than we are permitted to under applicable law.

    Our retention periods are based on the requirements of relevant data protection laws and the purpose for which the information is collected and used, taking into account legal and regulatory requirements to retain the information for a minimum period, limitation periods for taking legal action, good practice and our business purposes.

    If you would like further details regarding applicable retention periods, please email us at admin@connexfibre.co.uk.

  • The nature of our business means that your personal information may well be transferred across national boundaries, including, potentially, to countries that do not require organisations by law to look after your personal information in the way in which you have come to expect in your own country. Where we transfer your personal information across national boundaries, we will protect your personal information by ensuring that those transfers are made in compliance with all relevant data protection laws. For example, where we transfer your personal information from the UK to a third party that is located in a country that is not recognised by the UK Government as providing an adequate level of data protection, we normally do so subject to safeguards that assure the protection of your personal information, such as standard contractual clauses approved by the UK Government.

    If you would like further details of how your personal information is protected when transferred from one country to another then please email us at admin@connexfibre.co.uk.

Your rights:

  • If you have any questions or complaints in relation to our use of your personal information, please email us at admin@connexfibre.co.uk.

    Under certain conditions you may have the right to require us to:

    • provide you with further details on the use we make of your personal information;

    • confirm whether we process personal information about you and (where this is the case) provide you with access to the personal information we hold about you;

    • update any inaccuracies in the personal information we hold about you;

    • delete any of your personal information that we no longer have a lawful ground to use;

    • where processing is based on consent, stop that processing by withdrawing your consent (which you may do at any time);

    • object to any processing based on our legitimate interests unless our reasons for undertaking that processing outweigh any prejudice to your data protection rights;

    • restrict how we use your personal information whilst a complaint is being investigated; and/or

    • transfer your personal information to you or to a third party in a standardised machine-readable format.

    In certain circumstances, we may need to restrict your rights to safeguard the public interest (for example, the prevention or detection of crime) and our interests (for example, the maintenance of legal privilege). 

    To exercise any of your rights, please email us at admin@connexfibre.co.uk. We will assess any request to exercise your rights on a case-by-case basis and we may ask you for proof of identity or other information before doing so.  

    We also are obliged to keep your personal information accurate and up to date. Please help us to do this by advising us of any changes to your personal information.

    Please note that if you ask us to delete your personal information, it may take us more time to delete your information from our back-up systems than it does from our active servers. 

    Please also note that if you ask us not to process your personal information, we may need to keep some information in order to fulfil your request, for example, we will retain enough information about you to ensure that your preference not to receive direct marketing is respected in the future.

  • If you are not satisfied with our use of your personal information or our response to any request by you to exercise your rights, or if you think that we have breached any relevant data protection laws, then you have the right to complain to the authority that supervises our processing of your personal information.  

    Details for the UK data protection regulator, the Information Commissioner's Office, can be found at https://ico.org.uk.