Privacy Policy

Your details

We share information with other members of the Deutsche Telekom group (our parent company) and other companies with which we have a business relationship. If we have to send your details to countries without proper data protection laws, we remain responsible for keeping this information secure.

As you use your T-Mobile service, we hold your account information. Some records are kept for statistical purposes. This helps us understand and serve our customers better and improve our network. Data relating to the routing, timing or duration of a communication may be kept for up to a year. To ensure security for you and our staff, and help to maintain service quality, some calls to our Customer Service centres are monitored. Your personal details are not held indefinitely, but are destroyed after a period of time. Some information will be held after you have closed your account with us.

In various areas of this website we ask you for information.

  • When you place a sales order with us we need to know your name, email address, delivery address, credit or debit card number and expiry date. This lets us process your order.
  • We may offer to send you newsletters or information updates by email. Or we might ask you if you want to enter a competition or promotion. For this we'll ask for an email address.
  • We may ask you for information about yourself and your phone use to help you decide which of our products and services would suit you best.
  • You may want to check that your home or office is covered by the T-Mobile network. To do this we ask you for your postcode.

Cookies are small pieces of information that can be stored on your computer when you use a website. As you go through this website, the cookie "reminds" us of where you've been. This helps us to save you time and direct you to the most relevant parts of the website.

Credit & fraud checks

If you apply for credit, we will register and check your details with credit reference agencies to help us make credit decisions about you. We may also check your details with a fraud protection agency. We and other organisations may use and search these records to:

  • make decisions about credit, and credit-related services, for you and members of your household;
  • make decisions on motor, household, credit, life and other insurance proposals and claims, for you and members of your household;
  • trace debtors, recover debt, prevent fraud and to manage your accounts or insurance policies;
  • check your identity to prevent money laundering, in the event that you do not provide other satisfactory identification.

These agencies will also use the records for statistical analysis about credit, insurance and fraud.

Your security

T-Mobile makes online security a priority because we want you to feel completely confident about using our website. The following explains how we use and protect the information you might give us.

Account details

We store all your account details and other such information on secure servers, adhering strictly to all relevant UK legislation. We protect any passwords from interception and credit card numbers and other important data are encoded (using 128-bit SSL encryption software) so that when transmitted they can't be viewed fraudulently.

Contacting us by email or phone

We recommend you set up a Customer Services password to protect your account details. If you don't already have one it's simple to set one up next time you call - common examples include your mother's maiden name or your favourite pet's name. We are also introducing a PIN as part of our automated telephone system. Once you have a PIN this is all you will need when you call us - though you'll still need your Customer Services password if you email. You must set up a Customer Services Password or PIN if you want anyone other than yourself to access your account.

Reviewing your account online

You will need to set up a separate My T-Mobile username and password to access your account details online. This password should be at least six characters long (maximum 15), and include at least one number (but no spaces). See more >>

Spoof websites and email security alerts

Fraudsters create authentic looking, but false or "spoof" websites. Their purpose is to tempt users to enter personal information. This information will be re-used to try and access your bank accounts. Fraudsters are increasingly turning to email to generate traffic to these websites.

Recently customers of several financial institutions have received such emails and this activity is only likely to increase. Such emails typically contain a link to a spoof website and advise account holders to enter User names and passwords so that security details can be updated, or passwords changed.

If you get any email containing an embedded link and a request for you to enter any personal details, treat it as suspicious and do not input any personal information, even if the page appears legitimate. No reputable company ever sends emails of this type.

Identity fraud

If you believe you may have fallen victim to identity fraud or impersonation, CIFAS (the UK's Fraud Prevention Service) advises you take the following steps:

  • Obtain a copy of your credit file from the credit reference agencies (see the CIFAS Website at www.identityfraud.org.uk Advice for Victims for further details).
  • Contact everyone involved immediately and keep a record of all of your actions (who you spoke to and when, copies of letters sent and received etc).
  • Immediately report the incident to the police, especially if it involves stolen identification documents. Insist on receiving a Crime Reference Number or some documentation to record the incident.
  • If a passport or driving licence is stolen or lost it should be reported to the authorities as soon as the loss is known. Also report any suspicious circumstances.
  • Immediately report all stolen cheques or cards to the issuers, and request new ones. Follow up telephone calls with written notification. Get new cards, account numbers and PINs if you use credit or other plastic cards to access banking services. Don't continue to use a compromised PIN.
  • Notify Royal Mail immediately if you suspect mail theft or suspect a mail redirection has been fraudulently set-up on your address - they have an investigations unit who will be able to help.
  • Destroy all cheques and cards immediately after you close a bank account. Ask your bank not to send new chequebooks and credit cards to your home address. Tell your bank that you prefer to pick them up.

If you believe you may have fallen victim (ie you have received a bill for an account or additional number which fraudulently uses your details), you should contact us as soon as possible.

Contacts

Contacting you

Until you object, we will use information you give us to provide you with information about goods and services offered by us and other organisations with which we have a business relationship. We or they may contact you by email, telephone, or other online or interactive media. If you would prefer not to receive such information, simply let us know at any time and we will stop sending it to you.

Contacting us

If you want, you can always access your personal information. Just make a written request clearly identifying yourself and the information you require. We'll charge you £10 to cover the administrative cost of supplying it. If we hold any inaccurate information about you, we will correct it.

Our address is:
T-Mobile (UK) Ltd
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

T-Mobile is a registered trademark of Deutsche Telekom AG.