Information you've provided to us, including through our websites, applications or products, or when you access our services through applications on websites operated by other organisations.
Information about our content, products and services you've ordered or enquired about, including as collected call recordings or via Live Chat, as further described below.
Information which we acquire from other organisations, such as address verification services (e.g. Royal Mail in the UK), data brokers (e.g. Experian), property and lifestyle companies and credit reference agencies including personal data that is publicly available. We acquire data from several organisations including Dunnhumby, CACI, 20ci, TransUnion, Mastercard, Emma’s Diary, and Game that we use to enhance the household profiles we use within AdSmart (as described further below). If you want to manage how these organisations use your personal data and share it with companies like Sky, you should get in touch with them directly. In the case of Experian, you can access their Consumer Information Portal here.
Information, uploads, user generated content, and comments you make about, or generate, in accessing the shows, channels, programmes, advertisements, products and services you use, for example, how you or your household access, view, share, contribute to, communicate with, record or fast forward, download or interact with them.
Information from the devices you use to receive Sky content, products and services, about you and your household's use of Sky, and/or third party content, products and services. This includes information about your device, machine or browser.
IP addresses, MAC addresses, unique identification numbers, online identifiers (including device IDs and advertising IDs), browser information, location data port information, logical network address, and other similar identifying information required for your devices to communicate with websites and applications on the internet.
Technical information from the devices you use to receive Sky content, products and services, for example, the collection of diagnostic and traffic or location information. Note that devices and applications have their own privacy settings and notices under which they collect your information, so please check and manage your device and application settings.
Information relating to your customer service interactions with us. This includes your image from CCTV footage recorded when you visit a Sky Retail Store or other Sky locations.
Sky Privacy and Cookies Notice
This privacy and cookies notice applies to the processing of personal data, including information we collect and store via cookies, as explained below by:
- Sky UK Limited, if you access our UK products and services or our online digital platforms (including where Sky UK Limited trades under the names “NOWTV” or ''Sky Espána”), or
- Sky Ireland Limited acting as agent for Sky Subscribers Services Limited (Irish branch), if you access our Irish products and services or our online digital platforms (including where Sky Ireland Limited trades under the name “NOWTV”), and
references in this policy to “Sky”, “we” “us” or “our” should be interpreted accordingly. The processing explained in this notice may be carried out by Sky or other data controllers in the Sky group of companies (including Sky Subscribers Services Limited, Sky In-Home Service Limited and Sky Retail Stores Limited).
If you access the products and services of other Sky companies and businesses, you should refer to their privacy notices.
If you'd like to learn how to manage these cookies and choose whether or not to receive information of different types, please see the section "Controlling My Cookies" below.
How long we keep your information
In this section, we explain the categories of personal data that we may keep, the periods applied and our reasons for keeping them.
These categories of data include customer contact information, the addresses where we have provided services, account, activation and viewing card numbers, pay per view records, account correspondence with notes and complaints, payment card and financial history. We keep this information for business, legal and regulatory purposes. Some of the legal reasons why we keep this data are: tax purposes, to enable us to defend potential legal claims under the statutory periods set out in the Limitation Act 1980 (for Sky UK Limited and other Sky companies based in England and Wales) or the Statute of Limitations, 1957 (as amended) (For Sky Ireland Limited). We will also need to keep some information to demonstrate compliance with the Data Protection Act 2018, for example, where we need to evidence compliance with suppression requests. This information is also helpful if we receive customer enquiries or complaints, and to verify your identity when you contact Sky.
These records are retained securely for 7 years after your account is cancelled. After this time they will either be securely deleted or anonymised.
Some categories of data are deleted sooner where the data is no longer needed for the purposes for which it was collected (such as where we have recorded calls, these are retained for 12 months). Please read the Keeping your data up to date and your rights section above to understand how to get in touch to discuss a right to erasure request.
Please note that you are able to take some actions to delete your data in the My Details page of your Sky account.
If you wish to make a complaint about how we use your information, please contact us here and we will do our best to help. You may find our Customer Complaints Code of Practice helpful. If you're still unhappy, you can contact the Information Commissioner's Office via their website, the Irish Data Protection Commissioner via their website or the Spanish Data Protection Agency (AEDP) via their website
If you have any queries or comments about this privacy and cookies notice, please write to Customer Relations, Sky Subscriber Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD, UK or to Customer Relations, Sky Subscriber Services Limited, One Burlington Plaza, Burlington Plaza, Dublin 4, ROI or contact Sky’s Data Protection Officer via email@example.com.
Changes to this notice
We will occasionally update our privacy and cookies notice. We will post a notice of any material changes on our website prior to implementing the changes, and, where appropriate, notify you using any of the contact details we hold for you for this purpose. This may include phone, SMS, e-mail, post or interactive social media. We encourage you to periodically review our notice to be informed of how we use your information.
This privacy and cookies notice was last updated 31 July 2020.
Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.