'TV Licensing' is a trade mark of the BBC and is used under licence by companies contracted by the BBC to administer the collection of the television licence fee and enforcement of the television licensing system. We (the BBC) are a public authority in respect of our television licensing functions and we retain overall responsibility. We are also the data controller of personal data processed by TV Licensing.
A short summary of our approach to privacy and data about you
In order to identify you and communicate with you about TV Licensing matters you may be asked to provide:
In addition to the information you provide us directly, we may also record the following information about you or obtain it from third parties:
We will only hold your personal information for as long as it is necessary to do so having regard to the purposes for which it was collected.
* In general we do not store card details, but for payment or savings card customers who make a payment via the call centre, your debit or credit card details will be stored on our secure system until your card expires. We will not process any payments without further instruction from you.
We may use the information we have collected for any of the following purposes:
The majority of personal data we hold is processed within the UK. However, some data is processed outside of the European Economic Area. We only allow the processing of personal data outside of the European Economic Area when we are satisfied that there is an appropriate level of protection for our customers’ personal data and where appropriate contractual obligations and safeguards have been put in place.
We will never sell your data to anyone. Any information you provide will only be used by us and our service providers for the purposes of administering TV Licensing. TV Licensing sometimes uses other companies to provide services that require them to process your personal information e.g. to append additional information, for example whether there has been a change of occupancy at an address. When this happens such companies are contractually required to follow our instructions, including keeping your data secure, and complying with the Data Protection Act 1998 where relevant. Similarly we may collect information from other parts of the BBC. Your data would still only be used for the purposes of collecting and enforcing the licence fee.
We will not disclose your data to any other third parties without obtaining your prior consent unless we are required or permitted to do so by law (for example, to law enforcement agencies).
We take Information Security extremely seriously. We will take all appropriate measures to ensure that all personal information that is under our control is held securely and in accordance with relevant data protection laws. We use strict procedures and security features to prevent any unauthorised access to, or misuse or loss of, your personal information.
Please note that unless encrypted, email messages are not secure and therefore could be intercepted and read by someone else. Please bear this in mind when deciding whether to include personal or sensitive information in any email messages you send to us.
There are a number of different emails you may receive from TV Licensing.
When purchasing your licence you can choose to have an online version of it sent to you via email. We'll then send you an email for you to log in to your licence online. You can then save your licence to your device, or print a copy.
If you choose to provide us with an email address, it is your responsibility to ensure that it is valid and to notify TV Licensing of any changes. You can change your email address online or via phone or post.
You can unsubscribe to Customer Research surveys by clicking on the unsubscribe link contained in the survey email.
If you provide us with your mobile phone number, we will only use it to contact you via text message if we have your consent to do so.
You may also receive texts if you pay for your TV Licence by cash instalments, which means you can pay via SMS at your convenience, as we have your card details securely stored and encrypted.
There are a number of ways in which you can stop (i.e. unsubscribe from) receiving emails and/or text messages from TV Licensing (refer to 5.5.1-5.5.3.). When you unsubscribe from either text message and/or email communications, we will record your decision and will not use your email address or mobile phone number for such messages unless you decide to subscribe to such communications again (refer to 5.6).
You can unsubscribe from email contact at any point (refer to 5.5.3). However, if you do so less than a month before your current TV Licence expires the changes may not come into effect in time to receive a renewal reminder by post so you may still receive your reminder by email while our systems are being updated.
Market Research emails that you have consented to receive can be stopped by unsubscribing to them.
You can unsubscribe from receiving emails from TV Licensing by updating your details via the website and following the instructions.
You can unsubscribe from receiving emails and/or text messages by contacting us either by post at TV Licensing, Darlington, DL98 1TL, or by phoning us on 0300 790 6131*.
You may unsubscribe at any time by following the instructions included within any email or text message that we send to you. Please note that a minority of texts and emails (e.g. receipts for electronic payment) will not contain unsubscribe instructions. If the text or email you receive does not contain an unsubscribe link, you are still able to unsubscribe by using the methods set out at 5.5.1-5.5.2.
If you want to start receiving text messages again simply contact us using the methods described in 5.5.2. To start receiving emails again, update your details on the website or contact us using the methods described in 5.5.2.
If you are the licence holder, you can transfer your licence to a new address and perform certain other transactions through our website. You may also contact us by telephone, email or post to change your personal information (some changes may require written confirmation).
If you are not the licence holder but are authorised to update details on the licence holder’s behalf (for example, if you have Power of Attorney), we may ask you to provide proof that the licence holder permits changes to the personal information held before we will make the changes requested.
Please contact us for full details on who is authorised to update another person’s account details on their behalf.
Whilst we make every effort to ensure our records are up to date, we need your help to ensure your information is correctly recorded in our systems. Please inform us, either by post at TV Licensing, Darlington, DL98 1TL, or by phoning us on 0300 790 6131*, of any change to your details as soon as you can in order that we may update our records.
If you are experiencing any difficulties in updating your information, please contact the TV Licensing Senior Policy Advisor, BBC TV Licensing Management Team, 1st Floor, The Lighthouse, BBC Media Village, 201 Wood Lane, London W12 7TQ.
Under the Data Protection Act 1998 you have the right to request copies of the personal information we hold about you and to have any inaccuracies corrected. This is known as a Subject Access Request or SAR. The process for making a SAR is to complete the relevant application form and provide two pieces of approved identification together with payment for a £10 fee.
Enquiries relating to a SAR can be made in writing to the Data Protection Manager via the following channels:
By email at TVL.Policy@capita.co.uk.
By post to the Data Protection Manager, TV Licensing, Darlington, DL98 1TL.
We will respond within 40 calendar days of receipt of a valid SAR.
Technical information is gathered about you without you actively providing it through the use of Internet Protocol (IP) addresses. An IP address is a number assigned to your computer by your Internet Service Provider (ISP), so you can access the Internet. In most cases an IP address is dynamic (changing from time to time as you connect to the Internet), rather than static (unique to a particular user's computer). We log the IP address of any user visiting the website, but this data is not used to develop a personal profile of you.
*Calls to our 0300 numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive minutes with your mobile, calls to an 0300 number will be included.