Sky Privacy Centre

20260729_rev01 · COMPARED WITH 20230701_rev01

Full text changes — 20230701_rev01 to 20260729_rev01

1## Introduction and scope
2
3This privacy and cookies notice applies to the processing of personal data, including information we collect and store via cookies, by:
4
5- **Sky UK Limited**, if you access our UK products and services or our online digital platforms (including where Sky UK Limited trades under the name "NOW"), or
6- **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 "NOW"), and
7
8references in this notice 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).
9
10References to Comcast refer to the parent company of Sky, Comcast Corporation, 500 Gravers Road Suite 3000 Plymouth Meeting, PA 19462 United States.
11
12If you access the products and services of other Sky companies and businesses, you should refer to their privacy notices.
13
14**Customer of Sky Protect in relation to their smart tech and home insurance business?** Refer to their notice [here](https://www.sky.com/help/articles/sky-protect-privacy).
15
16References in this notice to Sky Protect refer to Neos Ventures Limited, Sky Central, Grant Way, Isleworth, Middlesex, United Kingdom, TW7 5QD.
17
18## **Information we collect and how we use it**
19
20### Information you provide to us
21
22**Contact Details & Account Information**
23
24Contact details and other information on or about your account. This includes your:
25
26- name
27- address
28- contact information (such as phone numbers and email addresses)
29- date of birth
30- Sky iD
31- account number
32- viewing card number
33- marketing preferences
34- payment information
35- National Insurance number
36- ID documents (such as your passport or driving licence)
37
38**Contact Details & Account Information**
39
40From you, through our websites, applications or products and services, when you access our services through applications on websites operated by other organisations, or when you otherwise provide it to us (for example on calls or via live chat or our messaging services).
41
42**Contact Details & Account Information**
43
44_To provide your service / perform our contract with you_
45
46- to provide you with content, products and services (including trials), in accordance with the contract you have with us. This includes providing you with tailored and personalised experiences with our products and services (such as recommendations about your content) and sending you newsletters about your content, products and services. **1.** (see **Additional info** tab).
47- to enrol you in our Sky VIP Programme and provide the applicable rewards. **2.**
48- to enter into a loan agreement with you. For these we need to take automated decisions on whether to grant you the loan based on personal data we obtain from you and from credit reference agencies (See the below section on "Information from third parties"). **3.**
49- to verify your identity, including when you exercise your subject rights.
50- check that you are eligible for our products, services and that you are using these in accordance with the terms of the contract you have with us.
51
52_With your consent_
53
54- to send you direct marketing about our content, products, services events and special offers by post, telephone, SMS, email, notification or other electronic means to the contact details you have provided. **4.**
55
56_Where we have a legitimate interest_
57
58- to prevent and detect fraud and protect or enforce our or any third party's rights. This may involve analysing activity on our network to help stop unauthorised access to content or publication of or access to unlawful content.
59- to prevent and detect crime.
60- to support public and road safety.
61- for market research.
62- to send you direct marketing where we're not relying on your consent to do so. For example, to send you push or in-app notifications or if you're a prospective customer.
63- to build a profile about you and your time as a Sky or Sky Protect customer which we use to target and tailor the direct marketing we send you, determine what offers about our products and services you are eligible for, and how to provide these offers to you.
64- for the following activities explained further in the section "More information about certain activities" below:
65 - AdSmart and PromoSmart, Online and digital advertising
66 - AdVance
67- to verify the personal data we hold about you is accurate (for example, your address).
68- to monitor, record, store and use customer service communications we have with you. **5.**
69
70_Where we have a legal obligation_
71
72- to comply with police and other security investigations.
73- to enable Sky to support customers whose circumstances might make them vulnerable or in need of special assistance, including to comply with (and demonstrate compliance with) Ofcom's consumer protection requirements.
74
75_Where there is a vital interest_
76
77- to safeguard your vital interests or those of another person to support crime prevention and protect the safety of members of the public and Sky employees.
78
79**Contact Details & Account Information**
80
81**1.** This also includes providing account management functionality, billing and payments, customer support (inc. diagnostics and trouble-shooting).
82
83**2.** The Sky VIP Programme enables you to access special rewards, perks and experiences. We will process your data to administer the Sky VIP Programme, including sharing with third parties who provide experiences and fulfilment agencies. Where you choose to enter into the separate and additional terms and conditions for our Sky VIP Programme, we will send you direct marketing in accordance with the terms of that contract.
84
85**3.** The automated decision is influenced by your credit history and, depending on the outcome of this automated decision-making process, we may not enter into the loan agreement with you. If you would like us to review decisions taken about you as part of this process, please contact us as set out below.
86
87**4.** In addition to marketing we send while you are a Sky customer, we may also send marketing:
88
89- before you become a Sky customer, such as 'abandoned basket' marketing if you gave us consent to use your contact details for marketing during an online sales journey but didn't complete your purchase. We will tailor the marketing based on what you added to your basket.
90- for a reasonable time after you cease to be our customer.
91- if you are a customer of Sky Protect who has consented to receiving our marketing.
92
93**5.** This helps us to: improve the quality of our customer service; confirm any instructions you give us; create a customer profile so we can have better conversations with you, and train and develop our staff.
94
95**Product Holdings**
96
97Information about the products and services you have (or enquired about) or previously had, and your (i) interactions with us about those products and services; (ii) payment and offer history in respect of them.
98
99**Product Holdings**
100
101From you, through our websites, applications or products and services, when you access our services through applications on websites operated by other organisations, or when you otherwise provide it to us (for example on calls or via live chat or our messaging services).
102
103**Product Holdings**
104
105_To provide your service / perform our contract with you_
106
107- to provide you with content, products and services (including trials), in accordance with the contract you have with us. This includes providing you with tailored and personalised experiences with our products and services (such as recommendations about your content) and deciding what to include in newsletters about your content, products and services.
108- to enter into a loan agreement with you.
109- to check that you are using our products and services in accordance with the terms of the contract you have with us
110- to tailor our Sky VIP Programme to you and provide the applicable rewards.
111
112_Where we have a legitimate interest_
113
114- for market research
115- to build a profile about you and your time as a Sky or Sky Protect customer, which we use to target and tailor the direct marketing we send you, determine what offers about our products and services you are eligible for and how to provide those offers to you.
116- to understand your financial situation and ability to afford our products and services so we can ensure we provide you with the right type of customer service, appropriate direct marketing (where applicable) and consider any affordability issues you might be experiencing.
117- for the following activities explained further in the section "More information about certain activities" below:
118 - AdSmart and PromoSmart
119 - Online and digital advertising
120 - AdVance
121- to provide tailored and personalised recommendations which would require an additional purchase or transaction by you.
122- to monitor, record, store and use customer service communications we have with you. **1.** (see **Additional info** tab)
123
124_Where we have a legal obligation_
125
126- to comply with police and other security investigations.
127- to enable Sky to support customers whose circumstances might make them vulnerable or in need of special assistance, including to comply with (and demonstrate compliance with) Ofcom's consumer protection requirements.
128
129**Product Holdings**
130
131**1.** This helps us to improve the quality of our customer service; confirm any instructions you give us; create a customer profile to have better conversations with you, and train and develop our staff.
132
133**Customer Service Interaction Data & CCTV Data**
134
135This includes:
136
137- records of your customer service interactions with us, such as call recordings and records of your conversations and correspondence with us.
138- images recorded by cameras at Sky Retail Stores or fitted to Sky's engineer vans.
139
140**Customer Service Interaction Data & CCTV Data**
141
142From you, including when you:
143
144- contact us and your image from CCTV footage recorded when you visit a Sky Retail Store or other Sky locations.
145
146- are in the vicinity of one of our Sky vans.
147
148**Customer Service Interaction Data & CCTV Data**
149
150_Where we have a legitimate interest_
151
152- for market research.
153
154- to monitor, record, store and use customer service communications we have with you. **1.** (see **Additional info** tab)
155
156- to help prevent and detect crime, fraud and protect or enforce our or any third party's rights.
157
158- to support public and road safety.
159
160- to protect the safety of Sky employees.
161
162_Where we have a legal obligation_
163
164- to comply with police and other security investigations.
165
166- as part of supporting or defending legal claims (for example, where we need to disclose information as part of Court proceedings).
167
168_Where there is a vital interest_
169
170- to safeguard your vital interests or those of another person.
171
172**Customer Service Interaction Data & CCTV Data**
173
174**1.** This helps us to: improve the quality of our customer service; confirm any instructions you give us; create a customer profile so we can have better conversations with you, and train and develop our staff.
175
176**Special category data**
177
178This includes:
179
180- health data or other special category data
181- biometric information (such as facial scans and voice recognition)
182
183**Special category data**
184
185From you, when you provide it to us or our business partners.
186
187**Special category data**
188
189_Where we have a legitimate interest_:
190
191- to help prevent and detect crime, fraud and protect or enforce our or any third party's rights.
192
193_With your explicit consent:_
194
195- to provide assistance and support on your account.
196- to verify your identity as part of consumer credit agreement authorisations, such as by matching your facial scans to your ID documents.
197
198### Information we collect automatically
199
200**Viewing Data, Usage Data and User Generated Content**
201
202Information about how you or your household use, access, view, share, contribute to, or otherwise interact with Sky and/or third-party products, services, content, and websites.
203
204This includes the content you watch and how long you watch it for (we call this viewing activity), as well as content you add to your Playlist (if using Sky Glass or Sky Stream).
205
206**Viewing Data, Usage Data and User Generated Content**
207
208From you and your household when using Sky's products, services, content, and websites.
209
210We may also receive this information from third parties about your use of their apps within our TV services where the third party has allowed us to receive this data. You should refer to the third party's privacy notice for more details.
211
212**Viewing Data, Usage Data and User Generated Content**
213
214_To provide your service / perform our contract with you_
215
216- to provide you with tailored and personalised experiences with our products and services (such as recommendations about content available within your services) and sending you newsletters about your content, products and services.
217- to check that you are using our products and services in accordance with the terms of the contract you have with us.
218- to manage traffic across our networks and operate our products and services effectively. **1.** (see **Additional info** tab)
219
220_Where we have a legitimate interest_
221
222- to provide tailored and personalised recommendations which would require an additional purchase or transaction by you. **2.**
223
224- to prevent and detect fraud and protect or enforce our or any third party's rights. This may involve analysing activity on our network to help stop unauthorised access to content or publication of or access to unlawful content.
225
226- for market research and to gain insight into content usage, relevance and performance.
227
228- to build a profile about you and your time as a Sky customer, which we use to target and tailor the direct marketing we send you, determine what offers about our products and services you are eligible for and how to provide those offers to you.
229
230- For the following activities explained further in the section "More information about certain activities" below:
231
232 - AdSmart
233
234 - PromoSmart
235
236 - Online and Digital advertising
237
238 - AdVance
239
240- to improve and develop new content, products, services and customer experiences.
241
242_Where we have a legal obligation_
243
244- to comply with police and other security investigations.
245
246**Viewing Data, Usage Data and User Generated Content**
247
248**1.** For example, transmitting your requests for any communications service through the most efficient route in our network of equipment and systems.
249
250**2.** For example, this may include content available on Sky Store or content you'd need a package upgrade or app subscription to watch.
251
252**Device Information & Telemetry Data**
253
254This includes technical information, including diagnostic (such as errors and system statuses), traffic and location data.
255
256**Device Information & Telemetry Data**
257
258From the devices you use to receive Sky content, products and services.
259
260**Device Information & Telemetry Data**
261
262_To provide your service / perform our contract with you_
263
264- to provide you with content, products and services (including trials), in accordance with the contract you have with us.
265
266- to diagnose, evaluate and fix problems with our products and services.
267
268- to manage traffic across our networks and operate our products and services effectively. **1.** (see **Additional info** tab)
269
270- to check that you are using our products and services in accordance with the terms of the contract you have with us.
271
272_Where we have a legal obligation_
273
274- to comply with police and other security investigations.
275
276**Device Information & Telemetry Data**
277
278**1.** For example, transmitting your requests for any communications service through the most efficient route in our network of equipment and systems.
279
280**Product Analytics**
281
282This includes information about your household's use of Sky, and/or third party content, products and services such as your:
283
284- device, machine or browser
285- how you use our products and services (e.g. time spent watching content or within apps, how you navigate the user interface); and
286- other devices you use or have connected to your Sky devices.
287
288**Product Analytics**
289
290From the devices you use to receive Sky content, products and services.
291
292**Product Analytics**
293
294_To provide your service / perform our contract with you_
295
296- to provide you with tailored and personalised experiences with our products and services (such as recommendations about content available within your services) and sending you newsletters about your content, products, and services.
297
298_Where we have a legitimate interest_
299
300- to improve and develop new content, products, services and customer experiences.
301
302- to provide tailored and personalised recommendations which you would require an additional purchase or transaction by you. **1**. (See Additional info).
303
304- for market research and to gain insight into content usage, relevance and performance.
305
306- to build a profile about you and your time as a Sky customer which we use to target and tailor the direct marketing we send you, determine what offers about our products and services you are eligible for, and how to provide those offers to you.
307
308- For the following activities explained further in the section "More information about certain activities" below:
309
310- AdSmart
311
312- PromoSmart
313
314- Online and Digital advertising
315
316- AdVance
317
318**Product Analytics**
319
320**1.** For example, this may include content available on Sky Store or content you'd need a package upgrade or app subscription to watch.
321
322**IP Addresses & Online Identifiers**
323
324This includes information from the devices you use to communicate with websites and applications on the internet, such as:
325
326- IP addresses
327- MAC addresses
328- unique identification numbers
329- online identifiers (for example, device IDs and advertising IDs)
330- browser information.
331
332**IP Addresses & Online Identifiers**
333
334From the devices you use to communicate with websites and applications on the internet
335
336**IP Addresses & Online Identifiers**
337
338_To provide your service / perform our contract with you_
339
340- to provide you with content, products and services (including trials), in accordance with the contract you have with us.
341- to check that you are using our products and services in accordance with the terms of the contract you have with us.
342- to manage traffic across our networks and operate our products and services effectively. **1.** (see **Additional info** tab)
343
344_Where we have a legitimate interest_
345
346- to determine the country you are located in, so we can provide you with the correct information such as product and pricing information on our websites.
347
348- For the following activities explained further in the section "More information about certain activities" below:
349
350 - AdSmart
351
352 - PromoSmart
353
354 - Online and Digital advertising
355
356 - AdVance
357
358- to prevent and detect fraud and protect or enforce our or any third party's rights. This may involve analysing activity on our network to help stop unauthorised access to content or publication of or access to unlawful content.
359
360_Where we have a legal obligation_
361
362- to comply with police and other security investigations.
363
364**IP Addresses & Online Identifiers**
365
366**1.** For example, transmitting your requests for any communications service through the most efficient route in our network of equipment and systems
367
368**Voice data**
369
370Your voice data when using voice command or 'Hello Sky' features.
371
372**Voice data**
373
374When you use the voice command feature on your remote control or, if you're a Sky Glass customer, when you say 'Hello Sky'. For Sky Glass, this can be turned off using the switch on your device, via voice command or in the Voice Mics setting in the privacy section of the settings menu.
375
376**Voice data**
377
378_To provide your service / perform our contract with you_
379
380- to action your voice search or voice control commands when using our products and services.
381
382_Where we have a legitimate interest_
383
384- to improve and develop our voice-related services (including our voice algorithms, the recording of the voice searches made and the success of the "Hello Sky" command when you use Sky Glass).
385- to understand how people are using our voice-related services and the common themes and trends based on that usage.
386
387**Video Data (as well as any corresponding audio data)**
388
389Video and audio data from your Sky Live device
390
391**Video Data**
392
393If you use Sky Live and the Sky based apps on the Sky Live device.
394
395**Video Data**
396
397_To provide your service / perform our contract with you_:
398
399- To allow you to use the relevant Sky Live app you have requested.
400
401This data will only ever be collected and processed by Sky if you agree to this. If you use third party apps on Sky Live that process video and/or audio data the third party is responsible for this and you should refer to their privacy information for details of what data they are capturing and how they are using it. Please note, more detail on Sky Live can be found under the Sky Live tab in the section **More information about certain activities** below.
402
403### Information from third parties
404
405**Third Party Data**
406
407Information we obtain from third parties, including:
408
409- address verification data
410- contact information
411- modelled household
412- profile information (such as affluence and household composition)
413- personal data that is publicly available.
414- personal data relating to your financial circumstances and payment performance (such as county court judgments and payment history against other credit agreements).
415
416**Third Party Data**
417
418From other organisations, such as address verification services, data brokers, property and lifestyle agencies, and credit reference agencies.
419
420These organisations include:
421
422- Royal Mail
423- Experian
424- Equifax
425- Dunnhumby
426- CACI
427- TwentyCi
428- TransUnion
429- Mastercard
430- Ordnance Survey
431- Nectar360
432- Frasers Group
433
434If 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](https://www.experian.co.uk/privacy/consumer-information-portal/opt-out-options/).
435
436**Third Party Data**
437
438_To provide your service / perform our contract with you_
439
440- to enter into a loan agreement with you. For these we need to take automated decisions on whether to grant you the loan based on personal data we obtain from credit reference agencies. **1.** (see **Additional info** tab)
441
442_Where we have a legitimate interest_
443
444- to send you direct marketing where we're not relying on your consent to do so. For example, if you're a prospective customer.
445
446- to verify the personal data we hold about you is accurate (for example, your address).
447
448- to build a profile about you and your time as a Sky or Sky Protect customer, which we use to target and tailor the direct marketing we send you, determine what offers about our products and services you are eligible for and how to provide those offers to you.
449
450- to understand your financial situation and ability to afford our products and services so we can ensure we provide you with the right type of customer service, appropriate direct marketing (where applicable) and consider any affordability issues you might be experiencing.
451
452- For the following activities explained further in the section **More information about certain activities** below:
453
454 - AdSmart
455
456 - PromoSmart
457
458 - Online and Digital advertising
459
460 - AdVance
461
462**Third Party Data**
463
464**1.** The automated decision is influenced by your credit history and, depending on the outcome of this automated decision-making process, we may not enter into the loan agreement with you. If you would like us to review decisions taken about you as part of this process, please contact us as set out below.
465
466## **More information about certain activities**
467
468_Turning Sky Live on and off_
469
470The camera and microphone on Sky Live can be turned off by pressing the button on top of the Sky Live device. If you do this, no video or audio is captured by Sky Live and the camera and microphone are inoperable.
471
472In addition to this, depending on the service or app you use, you will be able to control the camera and microphone using the controls within the relevant service or app.
473
474_Status of Sky Live_
475
476When the Sky Live camera and microphone are active, you can tell when video and audio are being captured because the LED light on the front of the device will be white. This will only be happening when you are interacting with Sky Live (e.g. playing a game or making a video call) and if the LED light is not on, the Sky Live camera and microphone are not capturing any video or audio.
477
478_Audio and video data leaving Sky Live_
479
480The video and audio data captured by the Sky Live device will only leave the device in real time to operate the relevant service you are using at the time (e.g. making a video call). That data will only be stored or accessed by us off the device if clearly explained to you at the time and you agree to this.
481
482An example of when video might be stored off the device is when you choose to share your photo or video using the Video booth app in which case the photo or video will be stored in the cloud for a short period for you to access it via another device.
483
484_Other data we collect_
485
486Other than the audio and video data leaving Sky Live and explained above, Telemetry data (as explained above) is collected automatically to enable diagnostics and trouble-shooting.
487
488Subject to you choosing to opt out (details of which can be found under 'Your choices'), product analytics data (as explained above) is collected automatically to help us improve our content, products, services and customer experiences.
489
490Sky Live captures additional product analytics data due to the unique capabilities of the camera. This is movement data (in the form of numerical co-ordinates, not actual video) when you move or make gestures or poses in front of the camera. This data is aggregated and anonymised after it is collected and is used to help us improve the performance of the Sky Live camera.
491
492_Can Sky Live identify me?_
493
494Sky Live does not identify you or anyone else in front of the camera or via the microphone. If we introduce functionality in the future that enables this we will tell you using an appropriate method.
495
496AdSmart is Sky's tailored TV advertising solution and is used on Sky's and Virgin's TV platforms. AdSmart allows us to show adverts within your TV services (including on Sky+, Sky Q, Sky Glass, Sky Stream and Sky Go) to the people most likely to be interested in the products and services being promoted.
497
498With AdSmart, Sky can show different adverts to different households (in groups of 5,000 or more across Sky and Virgin households) watching the same programme or service. To do this we create a profile about a household comprising factors like interests, age and location using the information you have provided to us, information about your use of our products and services, and information we have acquired from other organisations, and which we may combine with information received from brands wishing to target their advertising to a particular audience. We use this profile information to define groups of audiences to whom we send adverts.
499
500As part of showing these adverts, we also carry out quality and frequency checks, such as whether adverts were displayed correctly and how often particular adverts have been shown.
501
502PromoSmart uses the same process described above to deliver tailored promotions (e.g. for upcoming content) within your TV services.
503
504To the extent any special category data (for example, data concerning health) is processed within AdSmart, Sky relies on your consent for such processing.
505
506If you don't want your data to be processed for AdSmart & PromoSmart let us know using one of the methods in the "Managing Your Preferences" section below. You will still see adverts and promotions within your TV services, but they may be less relevant to you.
507
508We also work with Virgin Media in the UK and Ireland to enable AdSmart for their customers on their TV platforms. This works in the same way as AdSmart on Sky as described above. If you do not want to receive tailored advertising (including AdSmart) on Virgin Media's TV platforms, you need to manage your preferences with Virgin Media directly.
509
510More information about how AdSmart can be used by advertisers can be found [here](https://www.adsmartfromsky.co.uk/how-sky-adsmart-works/).
511
512We work with trusted partners to process your personal data to tailor and deliver online and digital advertising, specifically:
513
514- Sky's own advertising on websites, apps and social media platforms, including advertising to promote Sky Protect; and
515- third-party advertising on websites and apps.
516
517_Information we use_
518
519_How we use this information_
520
521This information may be combined with other information we hold about you, including information you have provided to us, information about websites you have visited, viewing activity, product holding and information about your use of our products and services, account number and history and Sky iD preferences so we can tailor the adverts you see, show you more relevant content or offers and define groups of audiences to whom we and our partners deliver digital adverts.
522
523_What happens if you interact with an advert_
524
525If you interact with an advert (such as by clicking a link or scanning a QR code displayed in the advert) we will collect and use the information you provide to enable our partner to fulfil the interaction. For example, if you enter your name, address and payment details to purchase an advertised item, this data will be processed by the fulfilment agency to deliver that item. This information will also be used by us for the purposes described in this section. We also use aggregated data to better understand advertising performance.
526
527_Your online and digital advertising preferences_
528
529If you don't want your data matched with the social media sites you use, let us know using one of the methods in the "Managing Your Preferences" section below. You might still see Sky posts or adverts on those social media sites, but they won't be personalised using your Sky account data. You can also change your settings on that social media site to control the promoted posts you see there, and you can find more information on how that social media site uses your personal data in its privacy policy.
530
531Where we use cookies or similar technologies to process your personal data for online and digital advertising purposes, you can set and manage your cookie preferences on the relevant Sky or third-party website or app. After you have made your initial choice, you can change your preferences on Sky websites and apps using the 'Privacy options' link in the footer of the site or the settings within the app.
532
533_Our partners_
534
535We work with our partners to make sure personal data is processed only if appropriate measures and controls are in place to protect your personal data in accordance with applicable data protection laws and regulations and regulatory guidance. Any data transfers outside the UK or EU will only take place on the basis of an approved data transfer mechanism as described in the section 'How we share your information'.
536
537AdVance is Sky's online and digital advertising solution which allows us to tailor the digital adverts that you see on Sky and third-party websites and apps based on information we know about you or to reinforce or extend the reach of TV adverts you may have seen (or based on content you may have watched).
538
539To do this, we collect and use the same types of information explained in the 'Online and digital advertising' section and combine this with information about your viewing activity so we know what programmes you like and adverts you may have seen.
540
541Subject to your SkyiD and cookie preferences, this may be further combined with device information and information about websites you have visited and other information we hold about you, including information you have provided to us, information about your use of our products and services, and information we obtain from third parties (such as Experian) to define groups of audiences to whom we deliver digital adverts.
542
543If you don't want your data to be processed for AdVance let us know using one of the methods in the "Managing Your Preferences" section below.
544
545Where we use cookies or similar technologies to process your personal data as part of AdVance, you can set and manage your cookie preferences on the relevant Sky or third-party website or app. After you have made your initial choice, you can change your preferences on Sky websites and apps using the 'Privacy options' link in the footer of the site or the settings within the app.
546
547## **Sharing with third parties**
548
549Sometimes we share information with suppliers and partners to provide our services and for the other purposes described above. We only share information with these companies where necessary or where we have a legitimate reason to do so and only where we are satisfied that they have appropriate security measures and controls in place to protect your personal data. When these companies act on our behalf, they will only process your personal data in accordance with our instructions and for the reasons set out in this notice.
550
551Some of our suppliers and partners process personal data outside of the UK or EEA (as applicable). We ensure that these companies have measures in place to comply with their obligations under UK or Irish data protection law, and we will only transfer personal data to these companies where we can rely on an approved data transfer mechanism, such as a [UK Government](https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/international-transfers-after-uk-exit/) or [EU Commission](https://ec.europa.eu/info/law/law-topic/data-protection/international-dimension-data-protection/adequacy-decisions_en) adequacy decision or by including the appropriate [Standard Contractual Clauses](https://ec.europa.eu/info/law/law-topic/data-protection/international-dimension-data-protection/standard-contractual-clauses-scc_en) in our contracts with these companies. Sky typically relies on the Standard Contractual Clauses available here, together with the ICO's [data transfer addendum](https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/international-data-transfer-agreement-and-guidance/) (where appropriate).
552
553You can see more information below about how we share your information with third parties.
554
555Credit reference agencies ([Experian](https://www.experian.co.uk/legal/crain/), [Equifax](https://www.equifax.co.uk/crain) and [CRIF](https://www.crif.com/privacy-policy/)), fraud and crime prevention agencies ([CIFAS](https://www.cifas.org.uk/fpn)) and other communications providers and banks with whom we have a shared interest in combatting fraud and piracy.
556
557We share your personal data, such as your contact details, financial data and other information described below, with credit reference and fraud prevention agencies and other relevant parties :
558
559- for use in automated credit decisions;
560- to help assess whether you are likely to be able to afford the products and services you wish to take from us to help protect your interests and ours;
561- for the prevention and detection of crimes such as fraud, piracy and money laundering; and
562- for identity check and data verification purposes.
563
564_Credit checks_
565
566Where we carry out a credit check with a credit reference agency, the information that we give them (including details of your credit application) and the details of the search itself will be recorded by that credit reference agency. We also exchange information with credit reference agencies on payment performance under your credit agreement on an ongoing basis and this information could be used by us and third parties to make future credit assessment decisions. As part of your credit check, the credit reference agency may also review information in relation to individuals who are financially linked to you.
567
568_Fraud prevention_
569
570If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services or financing you have requested, or we may stop providing existing services to you. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you.
571
572Fraud prevention agencies may allow the transfer of your personal data outside of the UK. This may be to a country where the UK Government has decided that your data will be protected to UK standards, but if the transfer is to another type of country, then the fraud prevention agencies will ensure your data continues to be protected by ensuring appropriate safeguards are in place. Where appropriate, we may also share your data with other organisations to assist with the prevention and detection of fraud.
573
574_Anti-piracy_
575
576Where we reasonably suspect that you are pirating Sky or third-party content, we may share information with other organisations with a similar legitimate interest in preventing, detecting and prosecuting piracy.
577
578Data brokers
579
580Where a brand or advertiser wishes to target a specific advertising campaign to particular Sky households (for example, using AdSmart), we share your contact details with a data broker (such as Experian) The data broker will match that data against data provided by the brand or advertiser to identify Sky households for that campaign without Sky and the brand or advertiser accessing each other's customer data.
581
582For example, this data matching process could be performed on behalf of an advertiser that wants to target its television advertising to its existing customers who live near one of its stores.
583
584Separately, the advertiser would receive back a report showing how successful the advertising campaign was (e.g. how many times their adverts were viewed), but would not receive information or data about specific households that have seen their adverts.
585
586Debt collection agencies
587
588We will share contact information such as name, address, telephone number and email address with debt collection agencies where there is an outstanding debt owed on the account. We do this so that they can use the information, alongside other information that they hold, to attempt to contact you on our behalf so that we can recover the debt.
589
590In some cases, where we have been unable to recover the amount owed, we may sell the debt to a third-party debt management company. You will be informed when this takes place and following the sale of the debt, any questions you have about communications you receive should be directed to the company in question.
591
592Payment service providers
593
594We may share contact details and financial details and any required associated information with our payment service providers to process payments in relation to our services.
595
596This includes Worldpay, who processes some data as a data controller and whose privacy notice can be found [here](https://online.worldpay.com/terms/privacy).
597
598Customer service centres
599
600We use third party contact centres, including Firstsource, to provide customer service, sales and support. These companies and their customer service agents can access contact details, account information, product holdings and customer service interaction data to enable them to support you. They may also access any special category data (such as health information) which you have provided to us to help us assist you.
601
602Firstsource's contact centres in India may process your personal data. Sky relies on Standard Contractual Clauses to safeguard this international transfer.
603
604Couriers
605
606We may pass on contact details (such as your name, address and contact information) to deliver packages to you on behalf of Sky. Couriers may also process your contact details as a data controller when arranging or communicating with you about your delivery.
607
608Our couriers include DHL (whose privacy notice can be found [here](https://www.dhl.com/gb-en/home/our-divisions/parcel/business-users/about/privacy-notice.html)) and Panther, (whose privacy notice can be found [here](https://panthergroup.co.uk/)).
609
610Engineer services firms
611
612We will share contact information such as name, address, telephone number and email address as well as and product holding information to manage, administer and schedule visits to your home where works are required as part of taking services with Sky.
613
614Information Technology companies and service providers
615
616We use technology companies and other service providers as part of our IT infrastructure which we use to deliver your service and where your personal data is stored and processed. These companies may process your personal data (such as your contact details, account information, product holdings and the information described in the 'Information we collect automatically' section above) as part of providing their services to Sky.
617
618Communication providers
619
620We share data about you (such as your name, address, email address and device information) with third party communication providers that are necessary for you to enjoy our services, such as broadband and mobile communication providers. This allows us to identify and resolve technical issues impacting the delivery of our services to you so you can continue to receive uninterrupted Sky services. Data shared in this way, is deleted by the third party once the purpose has been fulfilled.
621
622Warranty Companies
623
624When you purchase Sky's products and services, we share your contact information with Domestic & General (Domestic & General Insurance PLC and Domestic & General Services Limited) to enable them to contact you to ensure you are satisfied with your service experience and to let you know about the warranties that apply to your Sky equipment and the options for extended cover.
625
626Loyalty / promotional partners
627
628We may share contact and account information with loyalty scheme and other types of promotional partners (such as Nectar), who send information about Sky's offers, products and services to their customers (where they are permitted to do so) and then report back to us on the performance of such marketing (for example confirmation if you purchased something from Sky based on receiving that marketing).
629
630Marketing companies
631
632We pass contact details and account information onto agencies who require this information to create and deliver our marketing communications.
633
634Promotional and reward fulfilment partners
635
636When you take advantage of promotions, competitions and rewards when you purchase our products and services or within the Sky VIP scheme, we may share your contact details with third parties to fulfil these.
637
638Third party app and content providers
639
640We share certain personal data with third-party app and content providers (such as Netflix and Disney+) when you choose to pay and/or access those third-party services via Sky (including on Sky Live). We do this to enable and/or verify your ability to access the relevant third-party service via Sky and with certain third-party providers this personal data is held on a joint controller basis (meaning we use and share the data for the joint purpose of ensuring your access to the service).
641
642Third-party app and content providers may also share personal data with us about your use of their apps and services. This is provided to us so we can provide functionality to you within Sky's services such as resume options for programmes you have started watching elsewhere and personalised recommendations. You should refer to the third-party's own privacy notice for more details about what information they share and how to manage your preferences.
643
644Other nominated individuals
645
646When Sky receives a request for the ownership of a vulnerable customer's account to be transferred to a nominated individual, the existing account holder's personal data may be shared with the new account holder. The ownership of the account would only be transferred once Sky has received signed acceptance and authorisation of the transfer from both parties.
647
648Courts, enforcement agencies, government bodies, regulators
649
650We share personal data with the courts, law enforcement agencies (e.g. the police) and with regulatory authorities (e.g., Ofcom in the UK) where this is required, in order for us to comply with our legal and regulatory obligations.
651
652We may also share your contact details and account information with government departments to determine eligibility for certain products, services & offers (such as the Sky Broadband Social Tariff).
653
654Business Successors
655
656In the event the structure of our business changes so that another company in the Sky Group provides our products and services to you, we will pass your personal information to that company. This includes, for example, a merger between us and another company, where another company acquires us or some or all of our assets, where we acquire another company or where our holding company restructures our corporate group.
657
658### Sharing with Sky Group and Comcast Group Companies
659
660We share personal data with other companies:
661
662- in the Sky Group (more information available here);
663- in the Comcast Group, specifically Comcast Corporation and Comcast Cable Communications LLC ("Comcast"); and
664- in the NBCUniversal Group, specifically Peacock TV Emea Ltd("NBCU")
665
666We share such personal data where necessary to provide our services and for the other purposes described in this notice. Please also be aware that:
667
668- we share personal data with Comcast to support the development, operation, performance and infrastructure of our products and services. This includes viewing data, product analytics data, telemetry data and voice data. Comcast companies may process this personal data in the USA and India;
669- we share personal data with Neos Ventures Limited (Sky Protect), including third party data, information on marketing and online & digital advertising that we have carried out promoting their products and service and to allow the application of offers and discounts to Sky customers who also decide to become customers of Sky Protect (and vice versa). Sky Protect may process some of this personal data in India when you contact them via phone; and
670- we share data showing how many customers have watched NBCUniversal or Peacock content on Sky with NBCU.
671
672As with our suppliers and partners, we only transfer data to Comcast Group companies based in the US or other countries outside the UK or EEA where we can rely on an approved transfer mechanism. For these transfers, Sky typically relies on the appropriate Standard Contractual Clauses together with the ICO's data transfer addendum.
673
674**COOKIES NOTICE**
675
676Cookies are created when you visit a website or use an app. They are small files that are stored on your device and used to customise your experience.
677
678When you access Sky.com, the Sky News and Sky Sports sites and apps, or other Sky websites and apps for the first time, you will be asked to set your cookie preferences for the site.
679
680To help you make your choices this notice explains how we use cookies and similar technologies to collect information when you access our services and how we use that information. We also explain when and how you can manage your cookie preferences.
681
682## How long we keep your information
683
684In this section, we explain the categories of personal data that we may keep, the periods applied and our reasons for keeping them.
685
686These 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.
687
688These records are retained securely for up to 7 years after your account is cancelled. After this time they will either be securely deleted or anonymised.
689
690Some 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.
691
692Please note that you are able to take some actions to delete your data in the My Details page of your Sky account.
693
694## Complaints
695
696If you wish to make a complaint about how we use your information, please Contact Us [here](https://www.sky.com/help/articles/how-to-make-a-complaint) and we will do our best to help. You may find our [Customer Complaints Code of Practice](https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice) helpful. If you are still unhappy, you can contact the Information Commissioner's Office via their [website](https://ico.org.uk/), the Irish Data Protection Commissioner via their [website](https://www.dataprotection.ie/docs/Home/4.htm).
697
698## Contacting Sky
699
700If 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 [dp.department@sky.uk.](mailto:dp.department@sky.uk.)
701
702## Changes to this notice
703
704We 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.
705
706**This privacy and cookies notice was last updated 20 June 2023.**