Aritel Limited T/A We Voice (“We Voice”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal data transparently and responsibly. We ensure the security of your personal information in compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), and other applicable UK data protection laws. This Privacy Policy explains how we collect, use, disclose, and protect personal information about our customers, website visitors, and other individuals who interact with us. It applies to the personal data we process in providing telecommunications, connectivity, handset resale and related services.

This policy applies to all individuals who use our services, visit our website, or provide us with personal information. If you are a business customer, this policy also applies to any personal data relating to your employees, agents, or representatives that you provide to us. We reserve the right to update this policy from time to time to reflect changes in our practices or applicable laws & regulations. We will notify you of significant changes by posting the updated policy on our website and, where appropriate, via email or account notifications. Your continued use of our services after such changes constitutes acceptance of the revised policy.

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We Voice is a telecommunications provider offering mobile connectivity, broadband, cloud-based voice services (VoIP), and resold hardware, including handsets supplied by our wholesale partners. For data protection purposes, we are the data controller responsible for your personal information. We are registered with the Information Commissioner’s Office (ICO) and act as a reseller for certain products, sourcing them from trusted suppliers and offering them to consumers at competitive rates.

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We collect data through various methods, including:

• Directly from You:When you sign up for services, place an order (e.g., for a handset or SIM plan), contact customer support, or use our online forms.
• Automatically:Via our website (e.g., cookies tracking browsing behaviour) or network (e.g., usage logs for billing and service delivery).
• From Third Parties:Suppliers (for handset fulfilment), network operators (e.g., for roaming data), credit reference agencies, or fraud prevention services. We may also receive data from business partners if you switch to us via a comparison site.

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We Voice uses your personal information to provide, operate, support, and bill your services. This may require sharing necessary data with trusted third-party partners, such as network providers, handset distributors, payment processors, and fraud-prevention agencies. Outside of these service-related purposes, we do not share your personal information with third parties outside our group unless you provide consent or we are legally required to do so.

We may also contact you by telephone, post, email, or SMS with information about our products and services. If you do not wish to receive marketing communications, you can opt out at any time by notifying us.

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We may use your information to:

• Activate and manage your mobile, broadband, or cloud-based services.
• Deliver SIM cards, handsets, and related equipment.
• Administer your account and handle number porting.
• Perform billing and manage Direct Debits, invoices, and collections.
• Provide troubleshooting, customer support, and technical assistance.
• Enhance and optimise service performance and reliability.
• Detect, investigate, and prevent fraud or security breaches.
• Meet regulatory and legal obligations under UK GDPR and Ofcom rules.

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We may collect the following types of personal data about you, where relevant to the services, your account and our relationship:

• Name
• Title
• Date of birth
• Postal address
• Email address
• Telephone/mobile numbers
• Account login details

• Account numbers
• Service plan/tariff details
• Contract start/end dates
• Billing address
• Order history
• PAC/STAC codes for porting

• Bank account information
• Payment card details
• Direct debit reference
• Billing history
• Transaction records (e.g., for purchases of SIM cards, handsets, or service plans)
• Credit check results (where you consent or it is required)

• Call records (numbers called/received, date/time, duration)
• Browser type
• Data/network usage volumes (e.g., call logs, data consumption, SMS details)
• Approximate location (cell/tower)
• Fault reports
• IP addresses
• Device identifiers

We do not record the content of calls or messages unless required for legal or security reasons.

• Device model/information (e.g., IMEI/MSISDN)
• Software or firmware versions
• Diagnostics
• Error logs

• Records of customer service calls
• Live chat transcripts
• Emails
• Complaints and remedies

Precise location only where you have enabled a location service; otherwise, approximate location derived from cell or IP data.

• Consents and preferences for communications
• Channels
• Responses to surveys
• Interactions with our marketing materials
• Any opt-ins or opt-outs

This data is rarely collected and only where necessary (for example, health data to provide accessibility support or evidence for vulnerability). We will process special category data only with explicit consent or where another legal basis applies.

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We process personal data only where we have a lawful basis to do so under UK GDPR. The lawful bases we rely on include:

• Contract Performance:Necessary to provide the services you have requested (billing, provisioning, porting, repairs, fault handling, and delivery).
• Legal Obligation:For compliance with legal and regulatory requirements (e.g., tax reporting, audit, Ofcom obligations, emergency services access, and lawful requests from authorities).
• Legitimate Interests: For fraud prevention, network security, service improvement, analytics, and direct marketing, when balanced against your rights. We always assess and document our legitimate interest balancing tests.
• Consent:For direct marketing where required, for certain cookies, and for any processing that requires your explicit consent (e.g., special category data or certain profiling).
• Vital interests: In limited circumstances (e.g., to protect someone’s life).

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We use personal data for the following main purposes:

• Deliver, operate and maintain your mobile, broadband, hosted telephony and handset services.
• Create and activate SIMs and port numbers.
• Manage service faults and support.

• Generate invoices.
• Take payments.
• Chase debt.
• Process refunds.
• Comply with accounting obligations.

Handle:

• enquiries
• complaints
• service changes
• account updates
• technical support

Detect and prevent fraud, criminal activity, abuse of services (including SIM swap and identity fraud), and protect our network. This includes:

• credit checks
• checks with fraud prevention agencies

Send information about:

• products
• services
• promotions
• offers by your preferred channels only, where permitted by law or where you have consented

You can opt out at any time.

Aggregate and anonymise usage data to:

• analyse performance
• plan network capacity
• improve services

• Respond to lawful requests from law enforcement, courts, or regulators.
• Meet legal obligations (e.g., emergency services, tax).

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We do not sell your personal data. We share personal data only as necessary to provide the services or as required by law. Typical recipients include:

• Network and wholesale providers (e.g., mobile network operators) to provision services and manage connectivity
• Handset supplier/retailer for device fulfilment, warranty, and returns handling. (We Voice is the contractual reseller; manufacturers may require limited information to fulfil warranty claims.)
• Professional advisors (e.g., auditors, lawyers) and regulatory bodies (e.g., Ofcom, ICO)
• Payment processors and banks to collect payments and process refunds
• Credit reference and fraud prevention agencies, when you apply for certain services or when fraud risk is assessed
• Customer service platforms & IT suppliers to host and support our systems (e.g., CRM, ticketing, billing)
• Regulatory or law enforcement authorities, where required by law or to protect legal rights
• Approved third-party service providers (e.g., logistics for handset delivery)
• Group companies, where required for corporate operations, finance or management

Where we use subprocessors or international suppliers, we ensure appropriate safeguards (e.g., standard contractual clauses) are in place. Sharing with third parties outside our group is limited to what is required for service delivery, and we require them to comply with data protection laws via contracts.

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Some of our suppliers or partners, including those supplying handsets, devices, or technical services, may be located outside the UK. Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, such as UK adequacy assessments, standard contractual clauses, or other lawful mechanisms, to protect your data.

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We may contact you about We Voice products, offers, and service updates by phone, post, email, or SMS only where you have consented or where we have another lawful basis. You can:

• Opt out at any time by replying to the same email or contacting hello@wevoice.co.uk.
• Set marketing preferences on your account or through customer support.
• Even if you opt out of marketing, we may still send essential service-related notifications (e.g., billing updates, fault alerts, service changes, legal notices), as these are necessary to manage your account.

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We use cookies and similar technologies to operate the website, enhance functionality, improve performance, analyse usage, and personalise content. Essential cookies are always active; others require consent. Our separate Cookie Policy explains the types of cookies we use, their purpose, and how to manage your preferences.

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We retain personal data for no longer than necessary for the purposes set out in this policy, taking account of legal, tax and regulatory obligations. Typical retention periods include:

• Account and billing data:Typically retained for 6 years for tax, audit and dispute resolution purposes.
• Service usage and traffic data:Retained for periods required by law and for operational purposes (commonly 12–24 months for routine access logs; longer where necessary for billing/dispute resolution).
• Marketing preferences:Retained until you withdraw consent or close your account.
• Support and complaint records: Retained in line with regulatory guidance.

If you wish to know the specific retention period that applies to a category of your data, contact our DPO.

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We apply industry-standard technical and organisational measures to protect personal data against unauthorised access, loss, theft or alteration. These measures include encryption of sensitive data, access controls, regular security audits, staff training, and contractual controls with suppliers. While we strive to maintain high standards, no system is entirely secure. We encourage you to protect account credentials and notify us immediately if you suspect misuse.

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Under UK GDPR, you have the right to:

• Access the personal data we hold about you (subject access request).
• Rectify inaccurate or incomplete personal data.
• Erase your personal data (in some circumstances).
• Restrict or object to some processing (including for direct marketing).
• Obtain and reuse your personal data (portability) for your own purposes (where processing is by automated means and based on consent or contract).
• Withdraw consent at any time (where processing relies on consent).
• Complain to the ICO if you believe your data has been misused.

To exercise a right, contact us at hello@wevoice.co.uk or write to: DPO, We Voice, Office 2410, 182-184 High Street North, London E6 2JA. We may need to verify your identity before fulfilling a request. We will normally respond to requests within a month; complex requests may take longer, and we will notify you if an extension is necessary.

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We may use automated systems to help manage operations (e.g., credit scoring, fraud detection and eligibility checks). Where decisions are solely automated and have a legal or similarly significant effect, we will notify you and provide information about the logic involved and your rights to request human review. For most routine processing (billing, fraud flagging), automated processing supports human review.

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Our services are intended for persons aged 18 and over. We do not intentionally collect data from children under 16 without parental consent. If you are a parent or guardian and you believe your child has entered into a contract or provided personal data, please contact us, and we will take appropriate action.

If you consider yourself vulnerable, please tell us when contacting customer services so that we can adapt our communications and support.

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If you are unhappy with our handling of your personal data, please raise the matter with us at hello@wevoice.co.uk. If we cannot resolve your complaint, you have the right to complain to the Information Commissioner’s Office (ICO) via their website at ico.org.uk.

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We may update this Privacy Policy periodically. We will post the updated policy on our website and, where changes are material, notify you by email or other appropriate means.

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• We Voice

  Office 2410, 182-184 High Street North

  London E6 2JA, United Kingdom

• Customer Support: hello@wevoice.co.uk | 0331 630 2485
• Website:wevoice.co.uk