Privacy Policy

Privacy Policy

This privacy policy (“Privacy Policy”) is made by UK Fibre Networks (York) Limited, trading as Fastr Broadband (“Fastr Broadband”, “Company”, “we”, “our” or “us”), a company registered in England and Wales (company number 11590146) with its registered office at FIFTEEN, Montgomery Way, Rosehill, Carlisle, CA1 2RW, United Kingdom. We act as the controller of your personal data.

1. About us

We provide electronic communications services in the UK and are regulated by the Office of Communications (Ofcom). We are a member of the Internet Services Providers’ Association (ISPA).

We respect your privacy and we are committed to protecting your personal data by ensuring that our legal obligations are met. This Privacy Policy outlines our policies and procedures for the collection, use and protection of your personal data, whether you are a customer, a user of our mobile app, a website visitor, or someone who has registered an interest in our services.

When we refer to “personal data” in this Privacy Policy, we mean information which can identify you as an individual. It is important that you read this Privacy Policy so that you are fully aware of how and why we are using your personal data. References to our “Website” include fastrbroadband.co.uk, and references to our “app” mean the Fastr Broadband mobile application.

2. Information we collect about you

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data includes first name, last name, username, account number or similar identifier, title and date of birth.
• Contact Data includes billing address, installation address, email address and telephone numbers.
• Financial Data includes bank account and payment card details.
• Transaction Data includes details of payments made by you, any equipment we have supplied, and services you have subscribed to.
• Usage Data includes information about how you use our services, our network, our app and our website.
• Technical Data includes certain traffic and communications data, your internet protocol (IP) address, your login data, browser type and version, time zone setting, location data, weblogs, and the operating system and platform and other technology on the devices you use to access our website, app and network.
• Profile Data includes your username and password (if made available to us), orders made by you, your interests, preferences, feedback and survey responses.
• Marketing and Communications Data includes your preferences in receiving marketing from us and your communication preferences.
• Device Data includes IP addresses, device manufacturer details, browser information, and other information required from your devices (such as your broadband router) for communication with our network.
• Verification Data includes one-time passcodes we send to your mobile number or email address when we ask you to re-verify your identity, for example during an in-app chat session.
• Household Data includes information related to members of your household in connection with the use of our services.
• Referral Data includes information received from third parties who have referred you for the use of our services.
• Data from reporting agencies includes data from credit reference agencies for assessing creditworthiness.

We also collect, use and share “Aggregated Data” (statistical or demographic data derived from your personal data). Aggregated Data is not considered personal data in law as it does not directly or indirectly reveal your identity and cannot be reconstructed to do so.

3. How is your personal data collected?

We use different methods to collect data from and about you, including through:

Your interactions with us. You may give us your personal data by filling in online forms, using our app, or by corresponding with us by post, phone, email, or otherwise. This includes personal data you provide when you:

• register your interest in becoming our customer in the future (including checking whether your postcode is covered by our network)
• place an order via our website, app, customer service agents or any other means available
• give us your details and consent for us to contact you in relation to our services
• request marketing materials to be sent to you
• enter a competition, promotion or survey
• have been requested to and have been given authority to manage a customer’s account (including billing arrangements) on their behalf
• give us feedback or contact us

We will also collect personal data when you partially complete online forms or only get part way through placing an order and exit before completing it.

Automated technologies or interactions. We automatically collect Technical Data about your visits to our website and use of our app. We collect this personal data by using cookies, server logs and other similar technologies. Please see the Cookie Policy section below for more information.

When using our services, we will automatically collect your Usage Data. When you (or someone using your broadband or telephone service) use our network to make a telephone call or connect to the internet, we keep a record of that call (including the number called) so we can charge for it. We also receive information from other operators about calls made over our network, where we need that information for connecting and billing purposes.

We will also collect information about your use of our services (such as the amount of time you spend online), which we will use to manage our network and for billing. We will collect information on which devices have accessed our network via your broadband router (such as type of device, brand, model, operating system and browser) in order to monitor and better understand how our services are used.

Identity reverification. When you use our app, we may ask you to re-verify your identity (for example during an in-app chat session) by entering a one-time passcode sent to your mobile number or email address. Passcodes are short-lived and are not retained once verification is completed.

Third parties or publicly available sources. We will also receive personal data about you from various third parties and public sources, including: credit reference agencies, fraud prevention schemes and payment services providers (financial, contract and transaction data); analytics and advertising providers (Usage and Technical Data); and Companies House (Identity and Contact Data, for business customers).

If you do not agree to the data practices set out in this Privacy Policy, we may not be able to provide you with our services.

4. How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances, and our legal bases for processing your personal data include:

• Contract performance: processing necessary for entering into or performing a contract with you.
• Legal compliance: meeting our legal obligations, including responding to requests from regulators.
• Legitimate interests: for business operations, such as improving service quality and ensuring network security, provided that your fundamental rights are not overridden.
• Consent: where you have consented to us processing your personal data. Where permitted under the Privacy and Electronic Communications Regulations (PECR), we may send marketing communications to existing customers about similar products and services unless you opt out. In all other cases, we will obtain your consent before sending electronic marketing communications.

We have set out below the ways we use your personal data. Note that we may use your personal data on more than one lawful ground, depending on the specific purpose for which we are using your data.

Purpose / Activity	Type of data	Lawful ground for processing
To register you as a new customer	Identity Data Contact Data	To perform our contract with you
To assess your creditworthiness before providing services to you	Identity Data Contact Data Financial Data Data from reporting agencies (credit reference agencies)	(a) To perform our contract with you (b) Necessary for our legitimate interests (to manage credit risk)
To process your order and provide our services, including: making the services available to you and performing any necessary installation work; managing payments and charges; providing billing information to you; and collecting and recovering money owed to us	Identity Data Contact Data Financial Data Transaction Data Usage Data Marketing and Communications Data	(a) To perform our contract with you (b) Necessary for our legitimate interests (to recover debts due to us) (c) Necessary to comply with our legal obligations
Periodic re-verification of your identity when you use our mobile app (for example during an in-app chat session), using a one-time passcode sent to your mobile number or email address	Identity Data Contact Data (mobile number or email address for passcode delivery)	(a) To perform our contract with you (b) Necessary for our legitimate interests (to maintain the security of your account and protect your information)
To monitor your usage of our services and maintain records of your usage (including providing billing information to you)	Identity Data Contact Data Usage Data Technical Data	(a) To perform our contract with you (b) Necessary to comply with our legal obligations (c) Necessary for our legitimate interests (to understand how customers use our service, maintain and develop our service provision and protect our network and service)
To monitor and record our communications with you	Identity Data Contact Data Usage Data Technical Data	(a) To perform our contract with you (b) Necessary for our legitimate interests (training and quality purposes) (c) Necessary to comply with our legal obligations
To manage our ongoing relationship with you, including: maintaining your account; responding to any questions; notifying you about changes to our services, terms or this Privacy Policy; and asking you to leave a review or complete a feedback survey	Identity Data Contact Data Profile Data Marketing and Communications Data	(a) To perform our contract with you (b) Necessary to comply with a legal obligation (c) Necessary for our legitimate interests (to keep our records updated and to understand how customers use our services)
To administer and protect our business, network, mobile app and Website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)	Identity Data Contact Data Technical Data	(a) Necessary for our legitimate interests (running our business, provision of administration and IT services, network security, fraud prevention, and in the context of a business reorganisation) (b) Necessary to comply with our legal obligations
To deliver relevant Website content and advertisements to you and measure the effectiveness of the advertising we serve to you	Identity Data Contact Data Profile Data Usage Data Marketing and Communications Data Technical Data	Necessary for our legitimate interests (to study how customers use our products and services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, app, services, marketing, customer relationships and experiences	Technical Data Usage Data	Necessary for our legitimate interests (to define types of customers, keep our website updated and relevant, develop our business and inform our marketing strategy)
To enable you (as a third party) to manage the billing arrangements of a customer who has requested that you be permitted to do this	Identity Data Contact Data Financial Data	(a) To perform our contract with the customer on whose behalf you are acting (b) To comply with our regulatory obligations to allow a third party to manage billing arrangements for a customer with accessibility requirements
To send you relevant marketing communications and make personalised suggestions and recommendations about our products or services that may be of interest to you	Identity Data Contact Data Technical Data Usage Data Profile Data Marketing and Communications Data	Consent, having obtained your prior consent to receiving direct marketing communications. Where permitted under the Privacy and Electronic Communications Regulations (PECR), we may send marketing communications to existing customers about similar products and services unless you opt out.

Use of Artificial Intelligence (AI)

We may use Artificial Intelligence (AI) to help us provide you with a requested product or service. If we use AI, we’ll do so responsibly and, where necessary, we’ll disclose that the content is generated by AI.

You may obtain further information on your rights from the website of the Information Commissioner’s Office (ICO) at www.ico.org.uk.

5. Marketing communications

If you are a customer, we may use your Identity, Contact, Technical, Usage, Profile, and Marketing and Communications Data to form a view on what services and offers may be relevant for you and to send you recommendations about services that we think may be of interest, or to invite you to participate in prize draws or competitions (“marketing communications”).

If you have given us your details to register your interest in becoming our customer in the future (for example, ahead of your building or street being connected to our network), we may use your details to keep you up to date about our services and coverage.

You will only receive marketing communications from us if you have registered an interest in receiving our services, requested information from us in relation to our services or purchased services from us and, in each case, you have not opted out of receiving that marketing.

You can ask us to stop sending you marketing communications at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time. If you are a customer and opt out of receiving marketing communications, we will still send you service-related communications as necessary.

6. Disclosures of your personal data

We share your personal data with the types of third party listed below:

• Build and installation partners: for providing service installations and network maintenance.
• Credit reference and debt recovery agencies: for credit assessments and debt collection.
• Payment processors: handling billing and payment services.
• Customer service agencies: conducting surveys to improve service quality.
• Third-party suppliers: including technology and other suppliers and service providers we engage to provide equipment and services to us.
• Group companies: any parent company, subsidiaries or other companies under common ownership or control with us (now or in the future), which may use your personal data for the purposes described in this Privacy Policy.
• Potential business partners: in the event of a sale, merger or restructuring of our business.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

If, as our customer, you have requested and/or consented to a third party managing your billing arrangements for our services, you agree that this may involve that third party (i) having access to your account details insofar as they relate to your bills, (ii) being given details of your billing arrangements when contacting us in connection with managing these arrangements, and/or (iii) arranging for any of your bills to be paid. We accept no responsibility in relation to your choice of that third party or their use or misuse of the personal information to which they have access under these arrangements.

We may also disclose your personal data to a third party if we are under a duty to do so in order to comply with a legal obligation or in order to enforce or apply our terms of use. This includes exchanging information with other companies and organisations for the purposes of law enforcement, fraud protection, and credit risk reduction.

7. Where we store your personal data

Your personal data is stored and processed in the United Kingdom. If any of our service providers process personal data outside the UK, we will ensure that appropriate safeguards are in place (such as the International Data Transfer Addendum to the European Commission’s standard contractual clauses) so that your personal data receives the same level of protection as it has in the UK.

8. Data security

We have in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. Our data security measures include (but are not limited to):

• Encryption: secure transmission of data using encryption technologies.
• Access controls: restricting access to personal data on a need-to-know basis.
• Network security monitoring: monitoring of our network for potential threats.
• Incident response procedures: actions to contain and resolve data breaches.

We limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality.

We have procedures in place to deal with any actual or suspected personal data breach and will notify you and the Information Commissioner’s Office (ICO) of a breach where we are legally required to do so.

Where we have given you (or you have chosen) a customer ID, password or log-in details to allow you to access your account, our app or certain parts of our Website, you are responsible for keeping these confidential. You are responsible for how our services are used from your account. Please keep this information safe and do not share it with others.

Unfortunately, sending information using the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of data transmitted to our website or app; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Our website may, from time to time, contain links to and from third-party websites. These websites have their own privacy and cookie policies, and we accept no responsibility or liability for them. Please check these policies before you submit any personal data to those websites.

9. Data retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirements. We will retain your personal data according to the following timelines:

• Customer account information: 7 years after account closure, for tax purposes.
• One-time passcodes (SMS or email re-verification): short-lived; these expire after a short-defined period and are not retained once verification is completed.
• Service usage data: retained for as long as necessary for analysis and service improvement (typically up to 5 years), and in any event no longer than required to meet our legal, regulatory and billing obligations.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it and whether we can achieve those purposes through other means, and the applicable legal requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for at least 7 years after they cease being customers, for tax purposes.

We may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

10. Your legal rights

You have various rights in relation to your personal data, set out below. If you wish to exercise any of these rights, please email us at mail@fastrbroadband.co.uk.

• Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you.
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data. This enables you to ask us to delete your personal data when we no longer need it. We may not always be able to comply, for example if we are required to retain your personal data for legal reasons; we will let you know if this is the case.
• Object to processing of your personal data where we are processing it for direct marketing purposes, or where we are relying on a legitimate interest and you feel the processing impacts your fundamental rights and freedoms.
• Request restriction of processing of your personal data: (a) if you do not think the data we hold is accurate, whilst we verify its accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where we no longer need to process it but you require us to store it in relation to a legal claim; or (d) if you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
• Request the transfer of your personal data to you or to a third party, in a structured, commonly used, machine-readable format. This right only applies to information which we process by automated means and use to perform a contract with you.
• Withdraw consent at any time where we are relying on consent to process your personal data (for example, for marketing purposes). This will not affect the lawfulness of any processing carried out before you withdraw your consent.
• Lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

We do not use solely automated decision-making that produces legal or similarly significant effects.

You will not have to pay a fee to access your personal data or to exercise any of your other rights. However, if your request is unfounded, repetitive or excessive, we may charge a reasonable fee or refuse to comply with your request. If we refuse your request, we will explain why, and you will be entitled to raise the issue with the ICO.

We will respond to all legitimate requests within 30 days of receipt. Occasionally it may take us longer if your request is particularly complex or you have made a number of requests, in which case we will notify you and keep you updated.

11. Changes to this Privacy Policy

Any changes we may make to this Privacy Policy in the future will be posted on this page. You should check this page from time to time for any changes. We may also email you about material changes if you are a customer.

12. Contact

If you have any questions, comments or requests regarding this Privacy Policy, including any requests to exercise your legal rights, please contact us using the details below.

Email: mail@fastrbroadband.co.uk

Phone: 0333 533 1200 (Monday to Friday, 9am to 5pm)

Post: UK Fibre Networks (York) Limited, FIFTEEN, Montgomery Way, Rosehill, Carlisle, CA1 2RW, United Kingdom

When you contact us, whether to exercise your rights, in relation to a complaint or otherwise, we may need to request specific information from you to help us confirm your identity. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.

13. Complaints process

We are committed to handling any concerns about our use of your personal data fairly, transparently and promptly. The following sets out our formal complaints process.

Step 1 — Contact us

If you have a complaint about how we collect, use, store or share your personal data, please contact us using the details set out in the Contact section above. Please provide your name, contact details and a clear description of your complaint. We will acknowledge receipt of your complaint within 30 calendar days.

Step 2 — Investigation and response

We will investigate your complaint fully and aim to provide a written response within 30 calendar days of receipt. Where the matter is complex, we may extend this period by a further 30 days, in which case we will notify you of the extension and the reasons for it within the initial 30-day period. Our response will set out our findings and, where your complaint is upheld, the steps we will take to remedy the matter.

Step 3 — Escalation

If you are not satisfied with our response, or if we have not responded within the applicable timeframe, you have the right to escalate your complaint to the Information Commissioner’s Office (ICO), the UK’s independent supervisory authority for data protection matters:

Website: www.ico.org.uk

Helpline: 0303 123 1113

Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You also have the right to seek a judicial remedy through the courts if you believe your rights under applicable data protection law have been infringed.

Cookie Policy

This cookie notice (“Cookie Policy”) explains how UK Fibre Networks (York) Limited, trading as Fastr Broadband (“Company”, “we”, “our” or “us”), uses cookies and similar technologies to recognise you when you visit our website.

What are cookies and why do we use them?

Cookies are small files of letters and numbers which we store on your browser or the device you use to access our website. Cookies are very useful and do lots of different jobs. For example, they enable you to move between our web pages efficiently, remember your preferences when you visit us again and generally improve your experience when browsing with us. They can also help ensure that adverts you see online are more relevant to you and your interests. Some of the cookies we use are essential (our website won’t work without them) while others simply make our website work more efficiently and help us to recognise you when you return.

Types of cookies we use

• Necessary cookies: required for the essential operation of our website. These are automatically enabled and cannot be turned off. They include, for example, cookies that enable you to log into secure areas of our website.
• Preferences cookies: used to recognise you when you return to our website, personalise content for you and save your preferences (for example, your choice of region). The cookie file itself will not store your personal information.
• Analytical (statistics) cookies: collect information about how you use our website, for example allowing us to recognise and count the number of visitors and to see how visitors move around our website. This helps us to improve the way our website works. Information collected for these purposes and shared with our analytics providers is anonymous or collected in such a way that users cannot be identified from it.
• Marketing cookies: used to place adverts about our products on other websites, manage referrals to our website and measure the effectiveness of our advertising campaigns.

Some of the cookies used on our website are provided by our trusted third-party service providers, such as search engines, social media networks, advertising networks and providers of web traffic analysis services. Information collected through those cookies may be shared with those providers in accordance with their privacy policies and applicable data protection law.

Cookies we use

We keep our use of cookies to a minimum. Our website does not currently use analytics or advertising cookies. The cookies our website may set are:

Cookie name	Type	Purpose
wordpress_test_cookie, wordpress_*	Necessary	Set by our content management system (WordPress) to check that your browser accepts cookies and to keep authorised users securely logged in. These are not set for ordinary visitors browsing the site.
gf_*	Necessary	Set by our sign-up and enquiry forms to remember your progress through multi-step forms while you complete them.

Our postcode checker is provided through an embedded third-party service, which may set its own cookies when you use it. Any such cookies are governed by that provider’s own privacy and cookie policies.

If we introduce analytics or advertising cookies in the future, we will update this table and, where required, ask for your consent before setting them.

Your choices

You can control your cookie preferences through your device settings and browser settings. You can block cookies by activating the setting on your browser which allows you to refuse the setting of all or some cookies. However, if you block all cookies (including essential cookies) you may not be able to access all or certain parts of our website. Unless you have set your browser to refuse cookies, our system will issue cookies as soon as you visit our website.

If you want to delete cookies that are already on your computer, check the instructions for your browser or file management software. For more information about deleting and controlling cookies visit www.youronlinechoices.com or www.aboutcookies.org.

You have the right to access, modify or delete any personal data collected through cookies in accordance with our Privacy Policy.

Last updated: 15 July 2026