Who we are
PHONE2NEW is an independent phone upgrade guidance service. We are not a network operator and we do not sell handsets or contracts directly. This policy covers the information we collect when you call our advice line, email us, or visit this website.
What information we collect
We collect only what's needed to give you accurate upgrade guidance. Depending on how you get in touch, this may include:
- Your name and contact number, if you leave them or call from a number we can see
- Details you choose to share about your current contract — length, monthly cost, handset age, and data usage
- Information sent by email, including your email address and anything in your message
- Basic technical information from your browser when you visit this website, such as device type and general location at country or city level
We never ask for full card numbers, banking passwords, or account login credentials over the phone or by email, and PHONE2NEW will never request these.
How we use your information
- To assess your upgrade eligibility and work out an accurate cost comparison
- To answer questions you raise by phone or email
- To keep a record of guidance given, in case you call back to follow up
- To understand how our website is used, so we can keep it working properly
Our legal basis for processing
Under UK GDPR and the Data Protection Act 2018, we rely on the following legal bases:
| Basis | When it applies |
|---|---|
| Consent | When you voluntarily share contract or usage details with us during a call or email, to receive guidance |
| Legitimate interests | To keep a record of guidance given and improve the accuracy of our service, where this doesn't override your rights |
| Legal obligation | Where we're required to retain or disclose information by law |
Phone calls and call recording
Some calls to 0330 059 9521 may be recorded or monitored for training and quality purposes, and to keep an accurate record of the guidance discussed. If a call is recorded, this is confirmed at the start of the call. You can ask for a call not to be recorded, or request that a recording of your call be deleted, by contacting us using the details below.
Who we share information with
We do not sell your information. We may share limited information with:
- Service providers who help us operate our phone lines, email, and website, under agreements that require them to protect your data
- Regulators or authorities, where we're legally required to
- A professional adviser, if needed to establish, exercise, or defend a legal claim
We do not pass your details to network operators, handset retailers, or marketing lists without asking you first.
How long we keep information
We keep call notes and enquiry records for as long as is reasonably necessary to provide follow-up guidance and meet any legal or accounting requirements, and then delete or anonymise them. Website analytics data is retained for a limited period and does not identify you personally.
How we protect your information
We use reasonable technical and organisational measures to protect the information we hold, including restricted access to call and enquiry records and secure handling of email correspondence. No method of storage or transmission is completely secure, but we work to keep your information appropriately protected.
Your rights
Under UK data protection law, you have the right to:
- Ask what information we hold about you and request a copy
- Ask us to correct information that's inaccurate or incomplete
- Ask us to delete your information, where there's no good reason for us to keep it
- Object to or restrict how we use your information
- Withdraw consent at any time, where consent is the basis for processing
To exercise any of these rights, contact us using the details below. If you're not satisfied with how we've handled your information, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.
Cookies
This website may use a small number of essential and analytics cookies to help it function correctly and to understand general usage patterns. These do not identify you personally. You can control or delete cookies through your browser settings at any time.
Children's privacy
PHONE2NEW's services are intended for adults making decisions about their own phone contracts. We do not knowingly collect information from children.
Changes to this policy
We may update this policy from time to time to reflect changes in our practices or in the law. The "last updated" date at the top of this page will always show the most recent version.
Contact us
For any question about this policy or your information, get in touch:
info@phone2new.onlineCall 0330 059 9521