TMF Lines customer privacy notice
Registered name: Virtual Aid LTD
This privacy notice tells you what to expect us to do with your personal
information.
- Contact details
- What information we collect, use, and why
- Lawful bases and data protection rights
- Where we get personal information from
- How long we keep information
- Who we share information with
- How to complain
Contact details
Telephone
07722021017
hello@tmflines.co.uk
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
- Names and contact details
- Addresses
- Occupation
- Payment details (including card or bank information for transfers
and direct debits) - Transaction data (including details about payments to and from you
and details of products and services you have purchased) - Usage data (including information about how you interact with and
use our website, products and services) - Information relating to compliments or complaints
- Video recordings
- Audio recordings (eg calls)
- Records of meetings and decisions
- Account access information
- Website user information
We collect or use the following personal information for the operation of client or customer accounts:
- Names and contact details
- Addresses
- Purchase or service history
- Account information, including registration details
- Information used for security purposes
- Marketing preferences
- Technical data, including information about browser and operating
systems
We collect or use the following personal information for the prevention, detection, investigation or prosecution of crimes:
- Names and contact information
- Client accounts and records
- Call recordings
- Financial information eg for fraud prevention or detection
- Location data
We collect or use the following personal information for information updates or marketing purposes:
- Names and contact details
- Addresses
- Profile information
- Marketing preferences
- Purchase or account history
- Website and app user journey information
- IP addresses
We collect or use the following personal information for research or archiving purposes:
- Names and contact details
- Addresses
- Purchase or client account history
- Website and app user journey information
- IP addresses
We collect or use the following personal information to comply with legal requirements:
- Name
- Contact information
- Identification documents
- Client account information
- Any other personal information required to comply with legal
obligations - Criminal offence data
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Payment details
- Account information
- Purchase or service history
- Video recordings of public areas
- Audio recordings of public areas
- Video recordings of private or staff only areas
- Audio recordings of private or staff only areas
- Call recordings
- Photographs
- Customer or client accounts and records
- Lawful bases and data protection rights
- Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), our legitimate interest in collecting and using personal information stems from our need to deliver and enhance our call management services effectively. By processing personal data, we can tailor our services to meet the specific needs of our clients, streamline operations, and improve overall service quality. This includes analyzing usage patterns, resolving issues, and ensuring that we provide a responsive and professional experience. We believe that the benefits of this approach—such as more personalised and efficient service—outweigh any potential risks to privacy. We take care to mitigate these risks by implementing robust data protection measures, ensuring that our practices respect and protect individuals’ rights and freedoms. This balance allows us to operate effectively while maintaining a high standard of client care and service excellence.
Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), our legitimate interest in collecting and using personal information for the operation of client or customer accounts is driven by our need to effectively manage and support these accounts. This includes processing information necessary to create, maintain, and update client profiles, handle service requests, and ensure accurate billing and communication. The benefits of this approach include providing clients with a seamless and efficient experience, enabling prompt resolution of issues, and facilitating personalized service that aligns with their specific needs. We carefully assess and mitigate any potential risks to individuals’ privacy by employing robust security measures and limiting access to personal data to authorized personnel only. This ensures that the operational efficiency and quality of our services are maintained while respecting and protecting clients’ rights and personal information.
Our lawful bases for collecting or using personal information for the prevention, detection, investigation or prosecution of crimes are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), our legitimate interest in collecting and using personal information for the prevention, detection, investigation, or prosecution of crimes arises from our commitment to ensuring a secure and trustworthy environment for our clients and operations. By monitoring and analyzing data related to our services, we can detect suspicious activities, prevent fraud, and address security threats that could impact our clients or business operations. This proactive approach helps protect against illegal activities, safeguard personal data, and maintain the integrity of our services. We balance this interest with the need to respect individuals’ privacy by implementing stringent data protection measures and only using personal information for these purposes when necessary. This ensures that our actions support a safer environment while minimizing any potential impact on individuals’ rights and freedoms.
- Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), our legitimate interest in collecting and using personal information for information updates or marketing purposes is to keep our clients and prospective customers informed about relevant products, services, and updates that may benefit them. By using personal data to send targeted communications, we aim to enhance client engagement and provide information that is
tailored to their specific interests and needs. This includes updates on new services, special offers, and important changes that could impact their experience with us. We ensure that our marketing practices are conducted with respect for individuals’ privacy by providing clear options to opt-out of communications and by only using personal information in a manner that is proportionate and relevant to the recipient. This approach helps us maintain a meaningful connection with our clients while balancing the benefits of effective communication with their right to privacy.
- At Virtual Aid Ltd (trading as TMF Lines), our legitimate interest in collecting and using personal information for information updates or marketing purposes is to keep our clients and prospective customers informed about relevant products, services, and updates that may benefit them. By using personal data to send targeted communications, we aim to enhance client engagement and provide information that is
Our lawful bases for collecting or using personal information for research or archiving purposes:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), our legitimate interest in collecting and using personal information for research or archiving purposes is to enhance our understanding of industry trends, improve our services, and maintain a comprehensive record of historical data. Conducting research and archiving enables us to analyze past performance, identify areas for improvement, and ensure that we continue to meet the evolving needs of our clients effectively. This data use helps us refine our service offerings and contribute to the development of better practices within our industry. We carefully balance this interest with individuals’ privacy rights by ensuring that data is handled securely and used in ways that do not adversely affect their privacy. Our goal is to use personal information in a manner that is respectful, transparent, and beneficial to both our clients and our business.
Our lawful bases for collecting or using personal information to comply with legal requirements:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), we have a legitimate interest in collecting and using personal information to ensure compliance with legal and regulatory requirements. This includes fulfilling our obligations under data protection laws, financial regulations, and industry-specific guidelines. By maintaining accurate records and using personal information as required, we are able to adhere to legal standards, avoid potential liabilities, and ensure that our operations are conducted in a lawful and ethical manner. This practice helps us meet our statutory obligations, protect our clients’ and our own legal interests, and maintain the integrity of our business. We prioritise safeguarding personal information and use it solely for the purpose of meeting these legal requirements, ensuring that such use is proportionate and does not compromise individuals’ privacy rights.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- At Virtual Aid Ltd (trading as TMF Lines), we have a legitimate interest in collecting and using personal information to effectively manage and resolve queries, complaints, and claims from our clients. This practice is essential for providing high-quality customer service and ensuring that any issues or concerns are addressed in a timely and efficient manner. Handling personal information for these purposes allows us to: Resolve Issues Promptly: Address and resolve any queries or complaints raised by clients to maintain satisfaction and trust. Improve Service Quality: Analyze feedback and complaints to identify areas for improvement and enhance our service offerings. Ensure Fairness: Manage claims fairly and transparently, ensuring that our clients’ concerns are acknowledged and appropriately addressed. Our use of personal information is conducted with respect for privacy and is limited to what is necessary for resolving specific issues. We prioritize protecting individuals’ data and ensuring their rights are upheld throughout this process.
Where we get personal information from
- Directly from you
- Regulatory authorities
- Market research organisations
- Providers of marketing lists and other personal information
- Suppliers and service providers
How long we keep information
For information on how long we keep personal information, see our retention schedule at
https://docs.google.com/document/d/1vwE0b0W762KrTByuPTR-Zev_iifJLbQK/edit?usp=sharing&ouid=114160878245502619633&rtpof=true&sd=true
Who we share information with
Data processors
Hubspot
This data processor does the following activities for us: They manage our CRM System and email newsletter.
Ring Central
This data processor does the following activities for us: They provide our telephone answering service lines, taking calls.
Others we share personal information with
- Professional or legal advisors
- Emergency services
- Publicly on our website, social media or other marketing and
information media - Suppliers and service providers
Last updated
22 August 2024