Why and how we process your personal information

From time to time, you may need to provide us with – or we may need to collect and process – your personal information. This processing may be undertaken by us, our employees, our service providers, and authorised third parties. There are many reasons for this, such as:

  • To process any applications or registrations made by you.
  • To provide products, services and information requested by you.
  • To monitor and/or record communications between you and Three, for quality control and training purposes.
  • To administer your account and provide services.
  • To manage complaints, feedback and queries.
  • To comply with any legal or regulatory obligations (including in connection with a court order). 
  • To conduct credit and fraud checks.
  • To search the records of fraud prevention agencies in assessing any applications for Three Services. 
  • For the detection and prevention of theft and fraud.
  • To recover debts owed to us.
  • To conduct analysis for traffic and billing management, and to support product development.
  • To ensure the accuracy and performance of Three Services.
  • To carry out our obligations arising from any contract entered into between you and us, and to provide you with the products and services requested.
  • To keep you up to date with information about Three, Three Services, and offers and promotions, subject to any marketing preferences indicated by you. Find out more about our use of your personal information for marketing and how to opt out.
  • To contact you for market research purposes.
  • To notify you about changes to our website, terms and conditions, and this privacy notice.

In addition to explaining how and why we will use your personal information (i.e. the specified purpose for using it), we must also tell you our “lawful basis” for using it. By “lawful basis”, we really mean our legal reason for using your information. This will be one of 3 legal reasons:

  • Where you consent to us processing and using your personal information for one or more specified purposes.
  • Where using your personal information is necessary for the performance of a contract to which you are a party.
  • Where using your personal information is necessary for the purposes of our (or a third party’s) legitimate interests, provided that this is not overridden by your interests or fundamental rights.

You can find further details of our processing activities in our full Privacy Policy.

If you are aged 16 or under, you must get your parent or guardian’s consent to provide us with your personal information, otherwise you are not allowed to give us any of your personal information.

Credit Checking

If you are taking out a Pay Monthly contract with us, we’ll need to share your personal information with one or more credit reference agencies (“CRAs”) to perform credit and identity checks on you. To perform these checks, we’ll provide some of your personal information to the CRAs, and they’ll provide information back to us. You can read more about this in Credit checking.

The information we obtain during the credit check will be used in an automated decision process. This enables us to determine whether we can enter into a contract with you. If you wish for the decision to be reassessed by a person, please:

Please note, if you wish to appeal, you must contact our Credit Operations team within 14 days of the date of your application. You may also appeal a decision being taken solely by automated processing - see Your Rights.

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