1. Introduction

Teleco ("we", "us", "our") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data when you visit our website at teleco.site or contact us for support.

This policy complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read this policy carefully. By using our website or services, you acknowledge that you have read and understood this Privacy Policy.

2. Data We Collect

2.1 Information You Provide Directly

When you use our contact form or communicate with us by telephone or email, we may collect:

• Your name (first name and last name)
• Your email address
• Your telephone number (if provided)
• The content of your enquiry or message
• Any other information you choose to include in your message

2.2 Automatically Collected Information

When you visit our website, we may automatically collect:

• Your IP address (which may be anonymised)
• Browser type and version
• Operating system
• Pages visited and time spent on pages
• Referring website address
• Date and time of your visit

This technical information is collected using cookies and similar technologies, subject to your consent where required. Please see our Cookie Policy for full details.

2.3 Telephone Calls

If you call us, we may record or take notes of our conversation for training, quality assurance, and to ensure we address your query accurately. You will be informed at the beginning of any recorded call.

3. Legal Basis for Processing

We process your personal data on the following legal bases:

Purpose	Legal Basis (UK GDPR)
Responding to your enquiry or support request	Article 6(1)(b) – performance of a contract or pre-contractual steps; and/or Article 6(1)(a) – consent
Improving our website and services	Article 6(1)(f) – legitimate interests
Analytics (with your consent)	Article 6(1)(a) – consent
Compliance with legal obligations	Article 6(1)(c) – legal obligation
Complaints handling	Article 6(1)(f) – legitimate interests; Article 6(1)(c) – legal obligation

4. How We Use Your Data

We use the personal data we collect for the following purposes:

• To respond to your enquiries and provide the support you have requested
• To process and manage complaints in accordance with our Complaints Procedure
• To improve our website and services
• To comply with our legal and regulatory obligations
• To maintain records of interactions where we have a legitimate business need

We do not use your personal data for automated decision-making or profiling.

5. Who We Share Your Data With

We do not sell, rent, or trade your personal data. We may share your information with:

• Service providers: Third-party companies that assist us in operating our website, such as hosting providers and analytics services, subject to appropriate data processing agreements
• Legal authorities: Where we are required by law, court order, or regulatory authority to disclose personal data

All third parties we work with are required to handle your data in accordance with UK GDPR and our instructions.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, or reporting requirements:

• Contact form enquiries and correspondence: up to 3 years from the date of last contact
• Complaints records: up to 6 years from resolution
• Call notes and records: up to 12 months
• Website analytics data: as per our analytics provider's retention policy (typically 26 months from collection)

7. Cookies

Our website uses cookies and similar technologies. For full details of the cookies we use and how to manage your preferences, please see our Cookie Policy.

8. Your Rights Under UK GDPR

You have the following rights in relation to your personal data:

• Right of access: You can request a copy of the personal data we hold about you (Subject Access Request).
• Right to rectification: You can request that we correct inaccurate or incomplete data.
• Right to erasure ("right to be forgotten"): You can request that we delete your data in certain circumstances.
• Right to restriction of processing: You can request that we restrict how we process your data in certain circumstances.
• Right to data portability: You can request a copy of data you provided to us in a structured, machine-readable format.
• Right to object: You can object to processing based on legitimate interests.
• Right to withdraw consent: Where processing is based on your consent, you may withdraw it at any time without affecting the lawfulness of processing before withdrawal.

To exercise any of these rights, please contact us at support@teleco.site or in writing to: Teleco, 10 Gordon Street Darwen, Lancashire BB3 0EB. We will respond within one calendar month.

9. Right to Complain

If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the UK's data protection supervisory authority:

Information Commissioner's Office (ICO)
Website: ico.org.uk
Helpline: 0303 123 1113

We would, however, appreciate the opportunity to address your concerns before you contact the ICO. Please contact us in the first instance.

10. Data Security

We implement appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. However, no method of electronic transmission or storage is 100% secure. We will notify you and the ICO without undue delay if we become aware of a personal data breach that is likely to result in a high risk to your rights and freedoms.

11. International Transfers

Where we use third-party service providers that may transfer data outside the UK, we ensure that appropriate safeguards are in place in accordance with UK GDPR requirements, such as UK adequacy decisions or standard contractual clauses.

12. Children's Privacy

Our services are not directed at children under the age of 13. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us at support@teleco.site.

13. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page will reflect the date of changes. Where changes are significant, we will take reasonable steps to notify you.

14. Contact Us

For any questions about this Privacy Policy or to exercise your data rights, please contact us:

• Email: support@teleco.site
• Phone: 0800 652 1858
• Post: Teleco, 10 Gordon Street Darwen, Lancashire BB3 0EB, United Kingdom

1. About These Terms

These Terms and Conditions ("Terms") govern your use of the Teleco website at teleco.site and any support services provided by Teleco ("we", "us", "our"). By accessing this website or using our services, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use our website or services.

2. Who We Are

Teleco is an independent telecommunications support and customer assistance business operating from 10 Gordon Street Darwen, Lancashire BB3 0EB, United Kingdom.

3. Nature of Our Services

Teleco provides independent support and general guidance services only. Our services are strictly limited to:

• Providing general information about telecommunications topics
• Helping customers understand their options in relation to mobile contracts, upgrades, and SIM-only plans
• Offering guidance on how to navigate network operator customer service channels

Our services do not include and we expressly exclude:

• Acting as an agent, reseller, or representative of any network operator
• Accessing, modifying, or managing any customer account with any network operator
• Processing any commercial transaction on a customer's behalf
• Providing legal, financial, or professional advice
• Guaranteeing any particular outcome from guidance provided

4. Website Use

You may use this website for lawful purposes only. You must not:

• Use the website in any way that breaches applicable local, national, or international law or regulation
• Use the website to transmit unsolicited commercial communications (spam)
• Attempt to gain unauthorised access to any part of the website or its underlying systems
• Transmit any data that contains viruses, Trojan horses, or other malicious code
• Reproduce, duplicate, copy, or resell any part of this website in contravention of these Terms

5. Intellectual Property

Unless otherwise stated, all content on this website — including text, graphics, logos, and images — is owned by or licensed to Teleco and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works without our written consent.

Where third-party trademarks, brand names, or logos are referenced on this website, they belong to their respective owners. Such references do not imply any affiliation with or endorsement by those trademark holders.

6. Disclaimer of Warranties

This website and our services are provided "as is" without any warranty, express or implied. To the fullest extent permitted by law, Teleco excludes all warranties, including but not limited to:

• Warranties of merchantability or fitness for a particular purpose
• Warranties that the website will be available without interruption or free from errors
• Warranties as to the accuracy, completeness, or currentness of any information on the website

General guidance provided by Teleco is for informational purposes only and does not constitute professional advice. You should always verify information directly with your network operator before making any decisions.

7. Limitation of Liability

To the fullest extent permitted by applicable law, Teleco shall not be liable for:

• Any direct, indirect, incidental, special, or consequential loss or damage
• Loss of income, profit, business, contracts, anticipated savings, data, or goodwill
• Any decisions made by you in reliance on information or guidance provided by Teleco
• Any errors, omissions, or inaccuracies in the content of this website

Nothing in these Terms shall limit or exclude liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

8. Third-Party Links

This website may contain links to third-party websites for information purposes. These links do not constitute an endorsement or recommendation by Teleco. We have no control over the content of those sites and accept no responsibility for them or for any loss or damage that may arise from your use of them.

9. Privacy and Data Protection

Your use of this website is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

10. Changes to These Terms

We may update these Terms from time to time. The "Last updated" date above will reflect any changes. Continued use of the website following changes constitutes your acceptance of the updated Terms.

11. Complaints

If you have a complaint about our services, please refer to our Complaints Procedure.

12. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

For any questions about these Terms, please contact us at: support@teleco.site or write to Teleco, 10 Gordon Street Darwen, Lancashire BB3 0EB.

1. What Are Cookies?

Cookies are small text files placed on your device by websites you visit. They are widely used to make websites work efficiently, provide information to website owners, and to personalise content. Cookies cannot be used to run programmes or deliver viruses to your device.

2. How We Use Cookies

We use cookies to help our website function correctly and, where you have consented, to improve your experience and gather anonymised analytics data. We do not use cookies to collect personally identifiable information or to track your activity across third-party websites.

3. Types of Cookies We Use

3.1 Strictly Necessary Cookies

These cookies are essential for the website to function and cannot be switched off. They are usually set in response to actions made by you, such as setting your cookie preferences. These do not require your consent under UK law.

Cookie Name	Purpose	Duration
teleco_cookie_consent	Stores your cookie consent preference	12 months
teleco_session	Maintains your session state while browsing	Session

3.2 Analytics Cookies (Consent Required)

These cookies allow us to measure and improve the performance of our website. All data collected is anonymised and aggregated. We only place these cookies if you have given your consent via our cookie banner.

Cookie Name	Purpose	Duration
_ga	Google Analytics — distinguishes users (anonymised)	2 years
_ga_*	Google Analytics — maintains session state	2 years

3.3 What We Do Not Use

We do not use:

• Advertising or marketing cookies
• Social media tracking cookies
• Cookies that track your behaviour across other websites
• Cookies that collect sensitive personal data

4. Your Cookie Choices

When you first visit our website, you are shown a cookie consent banner. You may:

• Accept All: Accept both essential and analytics cookies
• Essential Only: Accept only the strictly necessary cookies required for the website to function

You may change your preferences at any time by clearing your browser cookies and revisiting the site, which will trigger the consent banner again.

5. Managing Cookies in Your Browser

Most browsers allow you to manage cookies through their settings. You can typically set your browser to refuse or delete cookies. However, if you disable essential cookies, parts of our website may not function correctly.

Browser-specific guidance is available at:

• Google Chrome: support.google.com/chrome/answer/95647
• Mozilla Firefox: support.mozilla.org/kb/cookies-information-websites-store-on-your-computer
• Apple Safari: support.apple.com/guide/safari/manage-cookies-sfri11471
• Microsoft Edge: support.microsoft.com/microsoft-edge/delete-cookies

6. Changes to This Policy

We may update this Cookie Policy from time to time. The "Last updated" date above will reflect any changes.

7. Contact

For questions about our use of cookies, contact us at support@teleco.site.

1. Free Services

Teleco's standard general support and guidance services, delivered by telephone and email, are provided at no charge to the customer. Where no charge has been made, no refund is applicable.

2. Charged Services

Where Teleco charges a fee for a specific service (for example, a dedicated consultation or bespoke report), the following refund policy applies:

2.1 Right to Cancel (Distance Selling)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a paid service contract within 14 days of entering into the agreement (the cooling-off period) without providing a reason.

To exercise your right to cancel, you must inform us of your decision by:

• Email: support@teleco.site
• Post: Teleco, 10 Gordon Street Darwen, Lancashire BB3 0EB

You may use the following cancellation statement: "I wish to cancel my service agreement with Teleco entered into on [date]."

2.2 Refund After Service Has Commenced

If you have requested that services begin during the 14-day cancellation period, you acknowledge that you may be charged a proportionate amount for the service delivered up to the point of cancellation. The remainder of any payment received will be refunded.

2.3 Refund After the Cancellation Period

After the 14-day cooling-off period, refunds will be considered on a case-by-case basis in the following circumstances:

• The service was not delivered as described
• We were unable to provide the agreed service
• There was an administrative or billing error

3. Refund Process

To request a refund, please contact us at support@teleco.site with your name, contact details, a description of the service, and the reason for your refund request. We will acknowledge your request within 3 business days and aim to resolve the matter within 14 business days.

4. Refund Method

Approved refunds will be processed to the original payment method within 14 days of our decision to approve the refund.

5. Your Statutory Rights

This Refund Policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. If you are not satisfied with our response to a refund request, you may contact us to raise a formal complaint in accordance with our Complaints Procedure.

6. Contact

For any refund-related queries, contact us at support@teleco.site or on 0800 652 1858.

1. General Disclaimer

The information contained on this website and provided through Teleco's support services is for general informational and guidance purposes only. While we make reasonable efforts to ensure the accuracy and currency of information provided, we make no warranties or representations, express or implied, as to the accuracy, completeness, or suitability of any information.

2. No Affiliation with Network Operators

Teleco is an entirely independent business. We have no commercial, contractual, or operational relationship with any mobile network operator, including but not limited to:

• O2 (Telefónica UK Limited)
• Virgin Media O2
• EE (BT Group)
• Vodafone UK
• Three (Hutchison 3G UK Limited)
• Sky Mobile
• Tesco Mobile
• giffgaff

Any reference to these companies or their products on this website is for informational purposes only and does not imply any affiliation, partnership, authorisation, sponsorship, or endorsement by those companies.

Teleco is not authorised by any network operator to act as their agent, reseller, or customer service representative.

3. No Professional Advice

Nothing on this website or communicated through our services constitutes legal, financial, contractual, or professional advice. Information provided is general in nature. You should always verify information directly with your network provider and, where necessary, seek independent professional advice before making decisions.

4. Trademarks and Intellectual Property

All trademarks, service marks, trade names, logos, and brand names mentioned on this website are the property of their respective owners. Their mention on this website does not imply any affiliation with or endorsement by the trademark owners. Teleco does not use any third-party trademark as part of its own brand identity.

5. External Links

This website may contain links to external websites for reference purposes only. Teleco has no control over the content, privacy practices, or availability of those sites and accepts no responsibility for them. Links to third-party sites do not constitute endorsement of those sites or their content.

6. Service Limitations

Teleco cannot and does not:

• Access or modify your network account
• Process upgrades, cancellations, or contracts on your behalf
• Represent you to a network operator
• Guarantee any specific outcome or result
• Provide legally binding commitments on behalf of any network operator

7. Limitation of Liability

To the maximum extent permitted by applicable law, Teleco shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from your use of this website or reliance on information provided through our services. This includes, without limitation, loss of revenue, profits, or data.

Nothing in this disclaimer shall limit liability for death or personal injury caused by negligence, or for fraudulent misrepresentation, or for any other matter where limitation of liability is not permitted by law.

8. Accuracy of Information

Telecommunications products, pricing, and policies can change frequently. Information provided by Teleco may not reflect the most current offerings from network operators. You should always check directly with your network operator for the latest and most accurate information before making any decisions.

9. Governing Law

This Disclaimer is governed by the laws of England and Wales.

1. Our Commitment

Teleco is committed to providing a high-quality service to all customers. If something goes wrong or you are dissatisfied with any aspect of our service, we want to hear from you. We treat all complaints seriously, investigate them fairly, and aim to resolve them promptly.

2. How to Submit a Complaint

You may submit a complaint through any of the following channels:

• Email: support@teleco.site — please include "Complaint" in the subject line
• Telephone: 0800 652 1858 (Mon–Fri 9am–5:30pm, Sat 10am–3pm)
• Post: Teleco, 10 Gordon Street Darwen, Lancashire BB3 0EB, United Kingdom

When submitting a complaint, please provide:

• Your full name and contact details
• A clear description of your complaint
• The date(s) the issue occurred
• What outcome you are seeking
• Any relevant documentation or reference numbers

3. Our Investigation Process

1. 1

   Acknowledgement

   We will acknowledge receipt of your complaint within 3 business days of receiving it.

2. 2

   Investigation

   We will thoroughly investigate your complaint by reviewing relevant records, communications, and internal processes.

3. 3

   Response

   We aim to provide a full response within 14 business days of acknowledging your complaint. Where this is not possible, we will write to you explaining the delay and providing a revised timescale.

4. 4

   Resolution

   Our response will explain our findings, what we have done or propose to do to address the matter, and any remedies available.

4. Escalation

If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior member of the business. Please clearly state that you wish to escalate your complaint when contacting us.

If your complaint remains unresolved following escalation, you may wish to seek advice from:

• Citizens Advice: citizensadvice.org.uk or 0800 144 8848
• Trading Standards: accessible through your local council

If your complaint relates to how we have processed your personal data, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

5. Response Timelines Summary

Stage	Timescale
Acknowledgement of complaint	Within 3 business days
Full response	Within 14 business days
Escalation review	Within 14 business days of escalation request

6. Record Keeping

We maintain records of all complaints received and our responses in accordance with our Privacy Policy. Complaints records are retained for up to 6 years from resolution.

1. Our Commitment

Teleco is committed to making its website accessible to the widest possible audience, including people with disabilities. We aim to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA.

2. What We Have Done

To support accessibility, this website has been built with the following in mind:

• Semantic HTML structure with appropriate heading hierarchy
• Descriptive ARIA labels on interactive elements and landmark regions
• Sufficient colour contrast between text and background
• Keyboard navigation support throughout the website
• A visible skip-to-content link at the top of each page
• Alt text for all meaningful images
• Forms with clearly labelled fields and accessible error messages
• Text that can be resized up to 200% without loss of content or functionality
• No content that flashes more than three times per second
• Mobile-responsive design to support a range of devices and screen sizes

3. Known Limitations

We are committed to continuous improvement. If you encounter any accessibility barriers on this website, please contact us so we can address them.

4. Requesting an Alternative Format

If you need information from this website in an alternative format — such as large print, plain text, easy read, or audio — please contact us:

• Email: support@teleco.site
• Phone: 0800 652 1858 (Mon–Fri 9am–5:30pm, Sat 10am–3pm)
• Post: Teleco, 10 Gordon Street Darwen, Lancashire BB3 0EB

We will respond to requests within 5 business days and make every reasonable effort to provide the information in the format requested.

5. Technical Information

This website is built using standard HTML5, CSS3, and JavaScript. It is designed to be compatible with the following combinations of assistive technologies and browsers:

• Screen readers with modern web browsers (e.g. NVDA with Firefox, JAWS with Chrome)
• Keyboard-only navigation
• Browser zoom up to 200%
• High contrast display modes

6. Feedback and Contact

We welcome feedback on the accessibility of this website. If you experience any accessibility barriers or have suggestions for improvement, please contact us at support@teleco.site. We take all feedback seriously and aim to respond within 5 business days.

7. Enforcement

If you are not satisfied with our response to an accessibility concern, the Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 in England, Scotland and Wales. You can contact the Equalities Advisory and Support Service (EASS) at equalityadvisoryservice.com or by calling 0808 800 0082.