Privacy Policy

Last updated: 22 October 2026

This policy explains how NWIMS Group collects, uses and protects personal information when you use our website, contact us, or use our IT, telecoms and data centre services. We take your privacy seriously and handle personal data in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

Who we are

NWIMS Group is the trading name used by NWIMS Communications Ltd and NWIMS IT Support Ltd. For the personal data described in this policy, the company you contract with (or, if you have not contracted with us, NWIMS Communications Ltd) is the data controller.

Whinfell Business Park, Longpool, Kendal, Cumbria, LA9 6ER
Telephone: 01539 266255
Email: privacy@nwims.com

Registered with the Information Commissioner’s Office (ICO):
NWIMS Communications Ltd – registration number ZA161688
NWIMS IT Support Ltd – registration number ZA161683

Information we collect

• Contact details – name, business name, job title, address, email address and telephone numbers you give us when you enquire, request a quote, book an engineer or become a customer.
• Account and billing information – service details, contract information, invoices, payment records and direct debit details needed to provide and bill our services.
• Support information – details of support tickets, call notes, remote support sessions and correspondence about the services we provide to you.
• Phone calls – when you call us, your call may be answered by our AI receptionist, which creates a transcript and summary of the call for our support team. See our Use of AI page for details.
• Service and usage data – technical information generated when we provide broadband, telephony, mobile, hosting, backup and managed IT services, such as call records, connection logs, IP addresses and device information.
• Website data – your IP address, browser type and the pages you visit, collected through server logs and the cookies described below.

How we use your information, and our lawful basis

• To provide and manage the services you have asked for, including installation, support, billing and account management – performance of a contract.
• To respond to enquiries and provide quotes – steps taken at your request before entering into a contract.
• To meet our legal and regulatory obligations, such as keeping accounting records, telecoms regulatory requirements and responding to lawful requests from authorities – legal obligation.
• To keep our network, systems and your services secure, prevent fraud and misuse, and improve our services – legitimate interests.
• To tell existing business customers about similar services that may interest them – legitimate interests. You can opt out at any time.
• To send marketing to individuals who are not existing customers – only with your consent, which you can withdraw at any time.

Who we share your information with

We never sell your personal data. We share it only where needed to deliver our services or where the law requires it, with:

• network operators, wholesale suppliers and carriers that provide the underlying broadband, telephony and mobile services (for example Openreach, Vodafone, O2 and EE);
• software and platform providers we use to run our business, such as our billing, ticketing, remote support, backup, email and accounting systems, and the AI services described on our Use of AI page;
• domain registries such as Nominet when you register a domain name with us;
• professional advisers such as our accountants, insurers and legal advisers;
• law enforcement, regulators or other authorities where we are legally required to do so.

All suppliers who process personal data for us are bound by contract to keep it secure and to use it only on our instructions.

International transfers

We aim to store and process data in the UK, including in our own Kendal data centre. Where a supplier processes data outside the UK, we make sure appropriate safeguards are in place, such as UK adequacy regulations or the ICO’s International Data Transfer Agreement.

How long we keep your information

We keep personal data only for as long as we need it. Customer, contract and billing records are normally kept for the length of your contract and for six years afterwards, to meet our tax and legal obligations. When you send an enquiry through our website contact form we also record the IP address it was sent from, its approximate country and your browser type, to help us spot and block abuse and spam (legitimate interests). Enquiries sent through our website contact form, including these details, are deleted automatically after 6 months; enquiries that do not lead to a contract are not kept longer than that. Service logs and call records are kept for the periods required by law and for operational needs, after which they are securely deleted.

How we protect your information

We use appropriate technical and organisational measures to protect personal data, including access controls, encryption in transit, secured and monitored systems, staff training, and physical security at our data centre. More detail is on our GDPR page.

Cookies

Our website uses a small number of cookies. Strictly necessary cookies make the site work and remember your cookie choices. Any non-essential cookies are only set if you agree to them using the cookie banner, and you can change your choice at any time using the cookie settings link at the bottom of the site. Our website also loads fonts from Google Fonts, which means your browser connects to Google’s servers and shares your IP address with Google.

Your rights

You have the right to:

• access the personal data we hold about you;
• have inaccurate data corrected;
• have your data erased in certain circumstances;
• restrict or object to how we use your data, including objecting to direct marketing at any time;
• receive your data in a portable format;
• withdraw your consent where we rely on it.

To use any of these rights, contact us using the details above. We will respond within one month and there is normally no charge. See our GDPR page for more on how we handle requests.

Complaints

If you are unhappy with how we have handled your personal data, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint or 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.