Who we are
POP Mobile is run by POP Telecom Ltd, a company registered in England and Wales, number 07600992, with its registered office at 910 The Crescent, Colchester Business Park, Colchester, Essex, CO4 9YQ. We're the “controller” of your personal information: we decide how it's used and we're responsible for looking after it.
We're registered with the Information Commissioner's Office (ICO), registration number ZA069050. For anything about your information, contact us at data.protection@poptelecom.co.uk.
This policy covers our website, our SIM only plans and My account. It applies whether you order online, on the phone with our team, or through a comparison site or partner.
What we collect
- About you: your name, date of birth, employment status, home address, email address and contact phone number.
- Your order and account: the plan you chose, any code you used, your SIM or eSIM details, the number you're keeping and its PAC code, your spend cap and your account settings.
- Payments: your Direct Debit details (account name, sort code and account number), and a record of card payments. Card numbers go straight to our card processor; we only ever see the last four digits.
- How you use the service: the calls, texts and data you use, the numbers you call and text, and roaming — we need these to bill you and to deal with any queries.
- When you contact us: what you tell us by phone, email or live chat, and notes our team make about your account.
- Unfinished orders: if you start an order and type your email or mobile number but don't finish, we keep your name, contact details and the plan you chose (see section 07).
- Our website: the pages you visit and where you came from (for example an advert or a comparison site), and, if you allow it, cookies for analytics and advertising (see section 08).
How we use it, and why
The law says we need a reason (a “lawful basis”) for everything we do with your information. Ours are:
- To provide your service (our contract with you): setting up your SIM and number, moving your number to us, billing you, taking payments, sending your bills and service messages, and handling your account, support and complaints.
- Because the law requires it (legal obligation): keeping financial records for HMRC, helping the emergency services locate a 999 or 112 call, and responding to lawful requests from the police and other authorities.
- For our legitimate interests, where they're not outweighed by your rights: preventing fraud and misuse (including checking orders for signs of fraud), recovering money that's owed, reminding you about an order you didn't finish, recording which partner or member of our team an order came from so they can be paid commission, and improving our service.
- With your consent: analytics and advertising cookies, and marketing emails or texts about our other offers. You can withdraw your consent at any time.
We don't make decisions about you that have legal or similarly significant effects based solely on automated processing. If our systems flag an order for a fraud check, a member of our team reviews it.
Information leaving the UK
Some of the companies above (for example Microsoft, Google, Meta, TikTok and Anthropic) may handle information outside the UK. Where they do, it's protected by UK “adequacy” regulations or by the UK's approved contract terms for international transfers.
How long we keep it
- Your account and bills: while you're a customer, then six years after your account closes (for tax and legal claims).
- Usage records (calls, texts and data): up to 12 months, unless we need them longer to resolve a dispute or the law requires it.
- Unfinished orders: deleted after 90 days.
- Orders that don't go ahead: deleted once there's no reason to keep them, and within 12 months.
- Website cookies: as set out in our cookie policy.
Marketing and reminders
We'll always send you messages about your service, bills and account — these aren't marketing.
If you start an order but don't finish, we may send you one email and one text to help you pick up where you left off, and our team may call you. You can stop this at checkout by ticking “Don't remind me”, with the link in the message, or by asking us.
We'll only send you marketing about our other products if you've agreed, or if you're a customer and it's about similar services — and every message lets you opt out.
Keeping it safe
We protect your information with encryption, access controls and two-step sign-in for our staff, and we only let people see what they need for their job. PAC codes and other sensitive details are encrypted. If something ever goes wrong that puts your information at risk, we'll tell you and the ICO where the law requires it.
Your rights
You have the right to:
- ask for a copy of the information we hold about you;
- have anything that's wrong corrected;
- ask us to delete your information, or to limit how we use it, where we no longer need it;
- object to us using it for our legitimate interests, and to stop marketing at any time;
- have information you gave us sent to you or another company in a common format;
- withdraw any consent you've given.
To use any of these, contact us at data.protection@poptelecom.co.uk. It's free, and we'll reply within one month. Some rights have limits — for example, we must keep billing records for HMRC — and we'll explain if one applies.
Questions and complaints
If you have a question or you're unhappy with how we've handled your information, please contact us first at data.protection@poptelecom.co.uk — we'd like the chance to put it right.
You also have the right to complain to the Information Commissioner's Office, the UK regulator for data protection: online at ico.org.uk/make-a-complaint, by phone on 0303 123 1113, or by post to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Changes to this policy
We'll update this policy when the way we use your information changes. The date at the top shows when it last changed, and if a change affects you significantly we'll tell you before it happens.