How your data is used

We take your privacy seriously and handle your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What data we hold

We hold data necessary to manage your account and resolve any outstanding balance. This includes:

Your name and contact details (address, phone number, email)

Your account and service history with 1310

Records of our communications with you

Payment records

Why we use it

We use your data to:

Contact you about your outstanding account balance

Manage any payment plan you agree with us

Investigate queries or complaints

Meet our legal obligations

Our lawful basis for processing is legitimate interests — we have a legitimate interest in recovering money owed to us — balanced against your right to fair treatment.

Special category data

If you tell us about financial hardship, health conditions, or vulnerability, we treat this as sensitive data. It is stored encrypted, accessed only by authorised staff, and used solely to ensure we treat you fairly.

How long we keep it

We keep account data for 6 years from the date the account is settled or closed, in line with standard financial record-keeping requirements.

Your rights

You have the right to:

Access a copy of your data (subject access request)

Correct inaccurate data

Ask us to stop certain uses of your data

Complain to the Information Commissioner's Office (ICO) at ico.org.uk

To exercise any of these rights, contact us through your account portal or in writing.