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ROYAL MAIL GROUP PRIVACY NOTICE
We are committed to respecting your privacy and protecting your personal
information (data) in line with current data protection laws. This privacy
notice explains how we collect and use your personal data and tells you about
your privacy rights.
We’ve split the information into sections so that you can click through to the
areas you need.
1. About us and our privacy notice
This notice explains how we, Royal Mail Group Limited, use your personal data.
Personal data is information which relates to a person who has been, or could
be, identified from it. Examples may include a person’s name, address, email
address and other personal details.
Royal Mail Group Limited includes the Royal Mail and Parcelforce Worldwide
businesses. The personal data of yours that we use includes:
• details we collect about you when you use our websites and apps
• information provided when you use or receive our services, and
• information we receive from other sources.
We will usually be the ‘data controller’ responsible for how and why personal
data is used. We may sometimes use personal data on behalf of another
organisation, as that organisation’s ‘data processor’. In this case, that other
organisation will explain how your personal data could be used.
Our address is:
Royal Mail Group Limited
185 Farringdon Road
London
EC1A 1AA
When you use or receive our products or services, we will sometimes need to give
you additional information about how we will use your personal data. You should
read this privacy notice with any other notice or information we provide.
This privacy notice applies if you use any of our products or services. This
includes using any of our websites (such as royalmail.com, royalmailgroup.com or
parcelforce.com) or apps. This policy also applies if you contact us or we
contact you about our services by post, phone, email, text message, push
notifications (automatic messages sent by apps) or other methods (including
posts on websites and social-media platforms).
2. The personal data we use
We use different types of personal data. This includes information you give us
and information we create when providing services to you or other customers or
if you interact with us in other ways (for example, if you make deliveries to
us). It may also include information you give us about another person.
The table below gives more details of the personal data we use and how we get
it.
Types of data What it includes Where we get it from Your identity and contact
data
This includes:
• your name
• your address and other delivery locations (including GPS co-ordinates and
map positions), and
• other contact information, such as your email address and phone numbers.
It may also include other identifiers such as:
• tracking numbers, barcodes and reference numbers on items we collect or
deliver, and
• details of any electronic device you use to access our services, such as
its IP address and operating system.
If you work for one of our business customers, we will record:
• your business’s name
• your position in the business, and
• the business’s address, email address and phone numbers.
If you work for an organisation that supplies services to or works with us, we
will also record:
• your organisation’s name
• your position in the organisation, and
• the organisation’s address, email address and phone numbers.
We may also collect contact information of children who use or receive our
services.
You provide this information whenever you:
• contact us directly
• use our websites or apps
• fill in one of our forms
• apply online for a service from us, or
• use or receive our services.
If you access our services through a smart-speaker or similar technology, we may
receive this information from the company providing that technology.
We also collect some of this data when we scan any barcodes on items in our
network.
We sometimes receive these personal details from other people and organisations,
such as:
• people sending mail to you
• organisations who ask us to arrange a collection from or delivery to you,
and
• public sources such as the electoral roll.
We may collect children’s data if the child is included in your application for
our Redirection service, somebody sends a child a letter or parcel, or a child
uses one of our services. This includes when children send letters to Santa,
either from home or school.
Financial details This includes:
• records of the costs of the products and services you have bought
• records of your payments, and
• your payment information, such as credit card or debit card payment
details.
You provide this information when you use our services or receive a payment.
We may also receive this information from other organisations such as banks and
credit-reference agencies (for example, when they authorise a payment from you
or to help us check your identity).
Marketing preferences This is the information we have about your preferences for
receiving marketing from us.
We record this information when you contact us (for example, when you apply for
one of our services or register with one of our websites). You can update your
marketing preferences at any time.
Customer records This is our record of the products and services you have used,
including:
• records of letters and parcels you have sent, if you have an account with
us, or
• the name and address you provided as the sender of a letter or parcel. You
provide much of this information when you use our services. We will also record
this information while providing our services. Address history This is your old
address and your new address when you arrange a Redirection service. You provide
this information as part of your application for the Redirection service. We may
also receive this information from someone else in your household if they apply
for the service. Other address data
In limited cases, a delivery address may include personal data (for example, if
a house name includes the occupier’s surname).
Ofcom regulations state that we do not have to deliver items to some addresses,
or to collect items from them. We keep records of these addresses and the
reasons why our usual obligations do not apply.
We may receive these address details from you or from a local authority.
Contact history and records of enquiries, complaints and claims
These are details of any enquiry, complaint or claim you have made to us. The
details may include:
• copies of letters, emails and call recordings
• the details of your enquiry, comment or complaint (including sensitive
information, known as ‘special category data’, such as information about your
health, religion or ethnic background)
• any other information we need to deal with the matter and reply to you,
and
• the results of your enquiry, comment or complaint.
You provide some of this information when you make your enquiry, complaint or
claim. We will also record some information when dealing with the matter. Proof
of delivery information These are records of delivery, including the name and
address of the person who accepts delivery of an item and any signature that
person gives us. You provide this information when you accept delivery of an
item, including when you accept delivery of an item for someone else.
International shipping details This is information relating to international
letters and parcels. It includes:
• the name and address of the person sending the item
• the name and address of the person receiving the item, and
• details of the item’s contents.
We may receive this information from overseas postal authorities or carriers
when you receive a letter or parcel from overseas.
If you send a letter or parcel overseas, you may need to give us this
information for delivery purposes, customs and tax purposes, or security
screening.
Recipient information
This includes records of letters or parcels delivered to you and the services
used by the sender.
We use your name and address to collect, sort, track and deliver items to you.
The sender may also give us other contact information, such as your phone number
or email address, so we can enable you to track your delivery.
We receive this information from the sender or collect it from the details
attached to the outside of letters and parcels in our network.
We may also receive this information from overseas postal authorities or
carriers if the item is sent to you from overseas.
Recordings of you These include:
• images recorded on CCTV and other equipment used to protect our customers,
employees and property, and
• call recordings made for training purposes or for other records. We may
record images of you if you visit a location where there is CCTV. We may also
record phone calls between you and us. Images of you or your chosen delivery
locations These include:
• photos of you or other people (for example, if an image is uploaded to be
printed on a product or stamp), and
• photos of delivery locations
You or other people may send us these images.
We may also take photos of locations you have identified as safe for us to
deliver parcels to.
Proof of Age This is a record of any age checks carried out when items cannot be
delivered to people under a certain age. We may make a record that you meet the
age requirements for an item we have delivered. Online Sellers Some of our
services involve us having access to your account with online sellers or other
websites. If you give us permission to access your account details, we will
receive data from you, the website or both.
3. How we use personal data
Under data protection law, we can only use your personal data if we have a
‘legal basis’ (genuine legal reason) for doing so. The table below sets out and
explains each legal basis we rely on and the purpose of using your personal
data. More than one legal basis could apply when we use your personal data for
a particular purpose, so the table explains the relevant ones.
When Why Providing services to you when there is a contract in place with you.
This includes:
• taking necessary steps to make sure your mail is delivered
• sending you service messages and updates
• providing proof of postage or delivery, and
• opening an account for you (including for using our apps).
Contract – We need to use your data to provide these services to you in line
with that contract.
Providing postal services to you when you have paid us to do so but we don’t
have a contract or agreement in place with you. This includes:
• taking necessary steps to make sure your mail is delivered or returned to
the sender
• sending you service messages and updates, and
• providing proof of postage or delivery.
Some of our products and services have special terms and conditions and are
known as ‘schemes’. These schemes mean that we do not need to have individual
contracts with each customer using these products or services. You can find more
information at https://www.royalmail.com/non-contract-terms-and-conditions
Legitimate Interests – we need to process your data to provide these postal
services for which you have paid. Providing postal services requested by
another person or organisation (for example, when someone sends you a letter or
parcel, we will use your data to deliver or return it, enable you to track it or
provide delivery updates). These services include:
• taking necessary steps to make sure your mail is delivered or returned to
the sender
• making changes to a scheduled delivery (such as the time or delivery point)
• confirming to the sender where and when the item was delivered
• contacting you to confirm whether you have received an item if the sender
claims you may not have done
• arranging to collect a letter or parcel from you. Legitimate interests – We
need to use your data to provide these services. Providing you with:
• services which allow you to manage deliveries of letters and parcels
• services which allow you to manage other options, including making changes
to a scheduled delivery, and
• information about your sending history, your address and locations you have
looked up by using our services. Legitimate interests and consent – We need to
use your data to provide these services. The terms and conditions of the service
will explain when we need your permission to use your data for a specific
purpose, and how to give that permission. Processing payments and refunds for
our services. Contract – We need to use your data to process payments and
refunds in line with our contract with you. Taking necessary steps when you have
accepted a parcel on behalf of someone else (such as your neighbour). This may
include using your data to:
• complete the delivery
• give your details to the sender and the person the item was sent to, to let
them know you have the item, and
• allow the delivery to be properly tracked within the postal service
Legitimate interests and consent - We need to use your data to provide these
services. The terms and conditions of the service will explain when we need
your permission to use your data for a specific purpose, and how to give that
permission. Providing delivery updates to the sender and the person the item was
sent to, as part of our track and trace services. Legitimate interests – We need
to monitor our delivery services to improve them and provide better information
to our customers. Dealing with enquiries, complaints or claims and giving you
the opportunity to provide reviews of our services. Legitimate interests – We
may need to use your data to help us deal with enquiries, complaints or claims
raised by you or anyone else.
Providing data to business customers and the UK Government.
We need to share your data to support the interests of business customers and
the UK Government. This includes:
• helping businesses to keep accurate, up-to-date addresses for their
customers
• helping businesses to target their marketing, and
• helping businesses and the UK Government to check identities and prevent
fraud.
Legitimate interests – Our business customers and the UK Government have a
legitimate interest to use data in these ways, and we have a legitimate interest
to support them. Marketing our products and services to customers and possible
customers. This may include:
• running competitions and promotions
• making sure that when you click on our online adverts you’re linked to the
right webpage, and
• checking how effective our adverts are (for example, by monitoring whether
you download our apps or visit our website after clicking on one of them).
Legitimate interests and consent – We may need to use your data to send you
marketing information about our products and services with you. In some
circumstances, we will ask for your permission before sending you marketing.
You always have the right to opt out of receiving marketing information sent
specifically to you. See section 4 below for more information about marketing.
Improving our customers' experience of our services and websites. For example,
we use information about your visits to our websites to help us understand how
different people use them and how long they spend on particular pages.
Legitimate interests – We use your data to help us understand how you use our
services so we can improve them. Carrying out market research and analysis to
improve existing services and develop new ones. For example, we may develop new
postal or data services for business customers to help them keep their address
database up to date, identify and prevent fraud and check identities, or to
target their marketing. Legitimate interests and legal obligation – We need to
use your data to improve the products and services we offer and to develop new
services for you and other customers. This may involve us, or a market research
organisation working for us, contacting you for feedback on our services.
We also need to use your data to help us follow regulations, including to check
levels of customer satisfaction. Maintaining security, preventing fraud and
money laundering, and taking action against fraudsters and other criminals. This
includes:
• identifying and stopping illegal scam mail
• using credit checks, and
• using personal data to support or defend legal action, including as
evidence in court cases.
Legitimate interests – We sometimes need to use data to protect rights, property
and personal safety.
See section 6 below for more information about security and preventing fraud.
Customs and tax purposes, and security screening, for overseas items. Legal
obligation – We need to use personal data to help us follow revenue and customs
regulations and to protect the mail in our network. Preventing and detecting
crime, including using CCTV to protect our customers, employees and property.
Legitimate interests – We sometimes need to use personal data to:
• protect the rights, property and personal safety of our staff and
customers, and
• keep the mail items in our network safe.
We may also use this information in investigations and legal action related to
any crime detected, including as evidence in legal disputes and court
proceedings.
Preventing illegal or unauthorised sharing or processing of personal data and
confidential information. Legitimate interests – We sometimes need to monitor
and block communications between our staff and others to protect the security of
personal data and confidential information. Meeting legal requirements (for
example, under postal services law we must maintain the Postcode Address File
and make it available to people and organisations who want to use it under
particular terms). Legal obligation – We may need to use your data to help us
carry out our legal and regulatory responsibilities as postal operators and
under health and safety law. Protecting our workforce. Legitimate interests and
legal obligation – We may need to use your data to help us meet health and
safety requirements and our legal duty to protect our workforce. This includes
identifying addresses which we will not deliver to or collect from.
4. Information about marketing
MARKETING
We would like to keep in touch with you, by post, email, phone, social media or
online, about our products, services and offers that might interest you. You can
choose whether you want to receive these communications and can opt out at any
time.
We have a legitimate interest in promoting our products and services, but if you
ask us not to send you marketing communications, we won't send them. In
particular, when we collect contact information that we would like to use to
send you marketing, we will give you the opportunity, at that time, to tell us
not to send it.
MAKING SURE OUR MARKETING MESSAGES ARE RELEVANT TO YOU
We want to make sure the information we send you about our products and services
is relevant to you. To do this, we may use your personal data to help us
understand your interests better. We may also use details of your computer,
laptop, smartphone or tablet (including its IP address) to check you are linked
to the right web page after clicking on one of our online adverts. If you visit
our websites, we may also use cookies to tell us which marketing to send you.
Please see section 11 below for information about cookies.
These approaches help us to make our communications more relevant and
interesting for you. Looking at the web pages you’ve visited and the things
you’ve bought helps us to understand you as a customer better and allows us to
provide personalised services, content, communications and online advertising.
We may also measure how you respond to our marketing communications to help us
understand how effective they are and offer you products and services that
better meet your needs.
If you don’t want us to personalise our marketing messages to you in this way,
you can opt out of personalisation. If you do this, we will not send you any
more marketing communications. Please see section 11 below to find out more
about how you can control whether we use cookies in marketing to you.
TRACKING TECHNOLOGY
We use industry-standard technology to monitor your engagement with marketing
emails and send emails automatically, so that we can send you relevant emails at
the right time. We use ‘tracking pixels’ to recognise when you have opened an
email that we sent to you. If you don’t want us to use tracking pixels, you can
use your email settings so that images are not automatically displayed.
CHANGING YOUR MARKETING PREFERENCES
You can change your marketing preferences at any time. You can do this:
· online
· over the phone
· using the ‘unsubscribe’ link in our marketing emails
· by replying STOP to our marketing text messages
· through our apps, or
· by writing to us at any time.
If you say you do not want to receive marketing information from us, this will
prevent you from receiving offers or hearing about other products which may be
of interest to you.
If you have registered through our royalmail.com website, you can change your
marketing preferences online at any time through the ‘My Account’ section of the
website at https://www.royalmail.com/user/login.
Parcelforce Worldwide account customers can change their preferences through the
‘My Profile’ section of the Parcelforce Worldwide website
at https://www.parcelforce.com/user/login
You can also contact our Information Rights and Governance team to ask us to
stop sending marketing emails, letters or other forms of direct marketing.
SERVICE INFORMATION
We may need to send you communications about the service you are using. For
example, we send our customers order confirmations, delivery updates, invoices
and notice of changes to our terms or prices.
If you choose to opt out of marketing, we may still need to send you this kind
of information.
COMMUNICATION PREFERENCES
If you choose to turn off app notifications on your phone, you may still receive
notifications and other service messages from us in other ways (for example, by
text message, email or letter).
MARKET RESEARCH
We like to hear your views as this can help us to improve our products and
services. So, from time to time we may contact you to carry out market research
or a survey, or ask a market research organisation working for us to do so. You
always have the choice about whether to take part in our market research.
5. Who do we share your personal data with?
OUR EMPLOYEES AND AGENTS
Our employees, or agents who act on our behalf, may use your data for the
purposes set out in sections 3 and 4 above. For example, if you contact us with
an enquiry or complaint, members of our Customer Service Team will see your
information.
CUSTOMERS
We share your personal data with our customers when we provide them with
services which involve you. For example, if a customer has arranged for an item
to be sent to you, we will give them delivery updates and proof that it has been
delivered. This proof may confirm where we delivered the item and show any
signature the person who received the item gave us.
ONLINE SHOPPING PLATFORMS
If you buy postage through an online shopping platform such as eBay or Amazon,
or if we deliver items you have bought from them, we may share your personal
data with them to provide updates on an item’s location and proof of delivery.
OTHER ORGANISATIONS
We may share your data with other organisations if this is necessary as part of
providing services to you or them. For example, we may share information with
our technology providers and with the Post Office so that you can access our
services (for example, when collecting a letter or parcel from your local Post
Office branch). If you access our services through a smart-speaker or similar
technology, we may also share your data with the organisations providing that
technology so you can receive those services. We will also inform our app
providers when you have downloaded any of our apps.
We may also share your personal data with other organisations for legal
purposes, to prevent or detect crime, or to protect someone’s rights, property
or safety. These organisations include the police, law enforcement agencies and
fraud-prevention agencies. This may include telling other organisations about
addresses we will not deliver to or collect from.
If you use our Redirection service, unless you ask us not to, we may sometimes
sell information about you to help organisations update their contact details,
or so specific types of organisation can send you offers that people moving home
may be interested in. You will find more details, including information on how
you can choose for us not to sell your information, in the terms and conditions
for our Redirection service.
We may pass your name, contact details (such as your email address), and details
of your purchases from us, to organisations that help us with market research.
POSTAL AUTHORITIES AND OVERSEAS CARRIERS
We will share your personal data with overseas postal authorities and carriers.
If you are sending a letter or parcel overseas or receiving an item from
overseas, we will provide the information required for customs and tax purposes
or for security screening. This information will normally include:
• the sender’s name and address
• the name and address of the person receiving the item, and
• details of the item’s contents.
INFORMATION REQUIRED BY LAW OR REGULATION
If required by any law or regulation, we may share your personal data with
regulators such as the Information Commissioner.
6. Security and preventing fraud
We may share some of the personal data we hold about you with fraud-prevention
agencies, who will use it to prevent fraud and money laundering and to confirm
your identity. If fraud is detected, you could be refused certain services,
finance, or employment. Further details of how we will use your information, the
fraud-prevention agencies, and your data protection rights, can be found at
www.cifas.org.uk/fpn.
Royal Mail Group and other organisations may also use your personal data to
prevent fraud and money laundering when, for example:
• checking details on applications for credit and credit-related or other
facilities
• managing credit and credit-related accounts or facilities
• recovering debt
• checking details on proposals (applications) and claims for all types of
insurance
• checking details of job applicants and employees, and
• identifying and preventing illegal scam mail.
We and other organisations will also use the information recorded by
fraud-prevention agencies from other countries.
NEW BUSINESS CUSTOMERS
If you are a new business customer applying for a credit account, we may give
some of your personal data to TransUnion International UK Limited or Experian
Limited, credit-reference agencies providing services such as checking credit
risk and affordability, fraud prevention, preventing money laundering,
confirming identities and tracing debts.
TransUnion and Experian will use your personal data to provide services to us
and their other clients. We use their services in order to assess your
creditworthiness and the suitability of products, check your identity, manage
your account, trace and recover debts, and prevent criminal activity such as
fraud and money laundering. More information about TransUnion and Experian and
how they use and share personal data can be found at
www.transunion.co.uk/legal/privacy-centre and www.experian.co.uk/legal/.
7. Sharing your personal data overseas
We may share your personal data overseas if we or another organisation abroad
need it for any of the reasons set out above. For example, if you are sending a
letter or parcel overseas, we may need to share your data with the overseas
postal company.
If we use a service provider or technology provider based overseas, we may also
need to share your data with them (for example, to provide the product or
service you have asked for, to process your payment details or to provide
support services).
We will make sure that your personal data is protected by law or under a
contract that is in line with UK law.
8. How long we keep your personal data for
We only keep your data for as long as we need to use it. This will depend on the
product or service we are providing. There may also be legal requirements for us
to keep your data for a certain length of time.
9. Your legal rights
You have the following rights in relation to your personal data.
THE RIGHT TO BE INFORMED
We will give you information about how we use your personal data at the time we
collect it from you (for example, when you open an account or apply for a
service online), or through privacy notices such as this one.
THE RIGHT TO ACCESS YOUR PERSONAL DATA
You have the right to get a copy of your personal data and details of how we use
it.
You can ask for details of the personal data we hold about you by contacting our
Information Rights and Governance Team. We may need proof of your identity. We
will also need you to tell us which information and uses of your data you want
to know about (for example, which of our services were involved and when we
might have used the data). We may also ask you to fill in an optional
application form to help us confirm your identity and trace the information you
need.
THE RIGHT TO HAVE YOUR DATA CORRECTED
You have the right to have your data corrected if it is wrong or incomplete.
We will do our best to make sure your personal data is accurate and up to date.
However, we rely on you to check that some of the information we hold about you
is accurate and up to date. Please let us know about any changes to your
information (for example, by updating your account details on our websites).
THE RIGHT TO OBJECT
You have the right to object to some uses of your personal data, such as for
marketing (as set out in section 4 above). However, if the law allows us to
continue using your data, we may do so.
THE RIGHT TO HAVE YOUR DATA DELETED
You have the right to ask us to delete your personal data from our records if
there is no legitimate reason for us to continue using it. However, if there is
a legitimate reason for us to use it, we will not be able to delete it.
THE RIGHT TO RESTRICT USE OF YOUR DATA
You have the right to limit the use of your personal data if:
• you feel that it is not accurate and needs to be checked
• you disagree with our legal reasons for using your data and want us to
reconsider using it
• we are using your data illegally, but you do not want it to be deleted, or
• we no longer need the data, but you want us to hold it for the purposes of
a legal claim.
THE RIGHT TO TRANSFER YOUR DATA
You have the right to ask us to transfer your personal data to another
organisation. We must do this if the transfer is, as data protection law says,
‘technically feasible’.
This right only applies to personal data which you have given to us and which we
use either with your agreement or to keep to a contract we have with you.
The right to withdraw your agreement to use personal data
If you have agreed we may use your personal data in a certain way, you can
withdraw that agreement at any time.
For support relating to your personal-data rights, please contact our
Information Rights and Governance Team at information.rights@royalmail.com.
The Information Commissioner’s Office provides full details of your data
protection rights. There is more information on their own website.
THE RIGHT TO WITHDRAW YOUR AGREEMENT TO USE PERSONAL DATA
If you have agreed we may use your personal data in a certain way, you can
withdraw that agreement at any time.
For support relating to your personal-data rights, please contact our
Information Rights and Governance Team at information.rights@royalmail.com.
The Information Commissioner’s Office provides full details of your data
protection rights. There is more information on their own website.
COVID-19 DISRUPTION
We take the rights set out above very seriously and will always aim to respond
to any request from you as soon as we can. However, due to disruption caused
by
Covid-19, it may take us longer to deal with your request. Please bear with us.
The quickest way for you to contact us is by emailing
information.rights@royalmail.com. We will then get back to you by email. We may
still need to carry out some checks to confirm your identity and protect your
information (for example, by asking you to email us proof of your identity or
phoning you to check your details).
10. How to contact us
If you have a question or complaint about Royal Mail products or services,
please contact Royal Mail Customer Services
If you have a question or complaint about Parcelforce Worldwide products or
services, please contact Parcelforce Worldwide Customer Services.
If you have any questions about your personal data, you can contact our
Information Rights and Governance Team at the following address.
Information Rights and Governance Team
Royal Mail Group
Pond Street
SHEFFIELD
S98 6HR
Email: information.rights@royalmail.com
OUR DATA PROTECTION OFFICER
You can contact our data protection officer at:
Royal Mail Group
185 Farringdon Road
London
EC1A 1AA
Email: information.rights@royalmail.com
YOUR RIGHT TO COMPLAIN TO THE INFORMATION COMMISSIONER’S OFFICE
If you believe we have not met our legal duties, you can complain to the
Information Commissioner’s Office at the following address.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
www.ico.org.uk
11. Website use and cookies
Cookies are text files placed on your computer when you use a website or app.
When you use our websites and apps, we will ask you whether you agree to us
using cookies to collect information about:
• the devices you use to access those websites and apps, and
• how you use those websites and apps (for example, the pages and content
you’ve looked at).
It’s up to you whether to agree to us using cookies. For more details of the
cookies we use, including cookies which help us to target advertising messages
at you, please see the cookies policy on the website or app you are using.
12. Our representative in the European Union
If you are in the European Union and would like to contact our representative
there, their name and address are:
General Logistics Solutions B.V.
Breguetlaan 28-30
1438 BC Oude Meer
Netherlands.
13. CHANGES TO OUR PRIVACY NOTICE
We will review our privacy notice regularly and post any updates on this web
page. This privacy notice was last updated in April 2022.
This privacy notice is also available in Welsh, Spanish, Italian, French,
Polish, German and Dutch. However, only the English language version is our
actual privacy notice. The translations were last updated in November 2019.
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