Our privacy and cookies policy

Our privacy and cookies policy gets updated from time to time; whenever we make a change, we’ll post this on our website and let you know if there is a material change.

Last updated: 17 June 2025

How to use this privacy and cookies policy

In this policy, we explain how we collect, use, share and protect your personal information when you use our products and services and our website.

Who we are

We are Vodafone Limited. VOXI is a sub-brand of Vodafone Limited.

In this privacy policy:

“we/us” means Vodafone Limited;
“third party” means someone who is not you or us; and
“Vodafone Group” means Vodafone Group Plc and any company or other organisation in which Vodafone Group Plc owns more than 15% of the share capital.

Our registered office is Vodafone House, The Connection Newbury, Berkshire RG14 2FN. We are registered in England under company number 1471587 and registered with the Information Commissioner’s Oﬀice (ICO), registration number Z1933885

In some circumstances, Vodafone Group Services Limited (VGSL) controls the processing of your personal information jointly with Vodafone Group The registered office of VGSL is Vodafone House, The Connection Newbury, Berkshire RG14 2FN. We’re registered in England under company number 03802001. Unless otherwise specified in a separate privacy statement, the way your personal information is processed will remain compatible with the wording of this privacy policy

How to contact us

Your opinion matters to us – if you have any questions about our privacy policy, you can email us or direct your question to the Data Protection Officer at: customerdataquery@care.vodafone.co.uk, or you can contact us. If you would like to mail us by post directly, send it marked the “Privacy Team” to Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN. You can contact our Data Protection Officer at data.protection@vodafone.com.

Our principles

We are committed to respecting your privacy. We take privacy, security and complying with data protection and privacy laws seriously. You can find Vodafone’s core Privacy Commitments here. We aim to put these commitments at the heart of everything we do.

Personal information we collect about you

Directly from you

The information we collect about you and how we collect it can vary depending on the products and services that you use and subscribe to, how you have used the products and services, and how you have interacted with us even if you aren’t a customer, or what we have obtained from a third party with permission to share it with us.

The information we collect about you and how we collect it can vary depending on the products and services that you use and subscribe to, how you’ve used the products and services, and how you’ve interacted with VOXI even if you aren’t a customer, or what we’ve obtained from a third party with permission to share it with us.

We’ll collect your personal information when you, for example:

Buy or use any of our products and services
Use our network or other VOXI products and services
Register for a specific product or service
Subscribe to newsletters, alerts or other services from us
Contact us through various channels, or ask for information about a product or service
Take part in a competition, prize draw, event or survey
Visit or browse our website or other Vodafone Group websites
Have given permission to other companies to share information about you
Where your information is publicly available
Are the customer of a business that we acquire
If you’re a non-VOXI customer and contact a VOXI customer or the VOXI customer care team.

From third parties (Information collected not directly from you)

We also collect information from certain organisations, where appropriate and to the extent we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billingcalculating agencies, connected network providers, and from other data providers. This includes demographic data, interest-based data, and internet browsing behaviour.

We may also collect information about you on CCTV when you visit our premises or on other security cameras as part of our security and crime prevention measures.

We use cookies (small text files stored in your browser) and other techniques such as web beacons (small, clear picture files used to follow your movements on our website). For more details on this and how to opt out of these, please see the 'Cookies' section of this policy.

The types of information we may have, where applicable:

Contact details Such as your name, address, phone and/or mobile number and email address.
Financial details Such as your credit or debit card information, information about your bank account and other banking information – for example, you’ll have to give us this information when you open an account with us ad pay for a VOXI plan. We’ll collect the data necessary to process a payment whenever you make a purchase.
Your traffic data Every time you use your mobile phone, a record is kept. This includes the number you called or sent an SMS or MMS to, the length, date and time of that call, SMS or MMS, the amount of data you are using and your approximate location at the time that the communication takes place (based on the location of the nearest cell that you sent that call or message from). The same is also recorded every time you receive an incoming call or message. This is data we see as part of providing you with connectivity; we don’t, however, keep a record of the content of your calls or messages.
Information about your device or connectivity Such as IP address, IMEI and MSISDN.
Your location data This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone masts and Wi-Fi hotspots and you enable location-based services or features. Or less precise where, for example, a location is derived from your IP address or data, such as a post code or name of a town or city.
Your contact with us Such as a note or recording of a call you make to one of our contact centres, a live chat, an email or letter sent, or other records of any contact with us.
Your account information Such as your date of birth, gender, dates of payment owed or received, plan subscriptions you use, account numbers or other information related to your account.
Credential information We’ll collect passwords, hints and similar security information used for authentication and access to accounts and services.
Your preferences For products, services and lifestyle activities, when you tell us what they are, or we assume what they are, based on how you use the products and services.
Cookies See the Cookie Policy for details on what we collect using cookies, web beacons and other technologies, including advertising data.
Your browsing history If you’ve given your permission, VOXI collects the categories of website you’ve browsed on your mobile, device or PC, for example Sports, Music or News. However, we don’t have a history of the sites you browse, as this is limited for a short period of time to enable the connection to be made. We use these interests to send you personalised marketing or show you personalised advertising. You can opt out of advertising through Cookies or, in the case of marketing, your Privacy Settings. See Opting out of marketing in the Your rights section of this policy.
Special Category data In some cases (where permitted by law), special categories of personal data or personal data relating to criminal convictions and offences. Special categories of personal data include information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, data concerning health or data concerning a person's sex life or sexual orientation. For example, we may collect your health data when assessing your situation to facilitate debt recovery activities, provide additional support or when providing our communications in accessible formats.
Certain organisations We also collect information from certain organisations, where appropriate and to the extent we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies and connected network providers.
CCTV We may also collect information about you on CCTV when you visit our premises or on other security cameras as part of our security and crime prevention measures.

We’ll also get information about how you use our products and services, such as:

Information about how you use our products and services Such as the level of service that you receive – for example, network or service faults and other events that may affect our network services or other services.
Details of your use of the specific services or products For example, every time you use your mobile phone, a record is kept. This includes the number you called or sent a text or picture message to, the length, date and time of that call, text or picture message and your approximate location at the time that the communication takes place (based on the location of the nearest cell that you sent that call or message from). The same is also recorded every time you receive an incoming call or message.

How we use your personal information and our lawful basis to do so

We will use your personal information for a number of purposes ranging from enabling us to provide you with the products or services you’ve requested to ensuring we’re keeping these secure from fraud.

We may use Artificial Intelligence (AI) to help us provide you with a requested product or service (for example, the VOXI chatbot). If we use AI, we’ll do so responsibly, and where necessary, we’ll disclose that the content is generated by AI.

Whenever we use your personal information, we do so based on a specific lawful bases under data protection law listed below:

We will process your personal data based on:

The performance of your contract or to enter into the contract and to take action on your requests. For example, so you can make calls and texts, and browse the internet on your phone, we process things like the numbers you dial, how much data you’re using and when you’re doing it so we can provide connectivity. This also enables us to generate your bill, based on your usage. We also need to conduct credit checks when you apply for a product or service, to verify your suitability for entry into such contracts.
Our legitimate business interests, for example, fraud prevention, maintaining the security of our network and services, direct marketing, and improvement of our services. Whenever we rely on this lawful basis to process your data, we assess our business interests to make sure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, visit the Your Rights section of this policy.
Compliance with a mandatory legal obligation, including for example accounting and tax requirements, which are subject to strict internal policies (such as retention periods), procedures, and your right to restrict usage of your data, which control the scope of legal assistance to be provided; or
Consent you provide where we do not rely on another legal basis. Consent may be withdrawn at any time. When you give your consent, you will be given details on how to change your mind or visit the Your Rights section of this policy for more information.

We will use your personal information for the following purposes:

How is your information used?	What data is used?	Lawful basis
To process your order and provide you with your products and services To process the products and services you’ve bought from us, and keep you updated with the progress of your order. To provide the relevant products or services to you. This includes other services not included in your agreement with us, (e.g. PayPal), services that use information about where you are, and to contact with you messages about changes to the products or services. Where you’ve purchased VOXI products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them.	Contact details Account information Financial details	Performance of your contract
Billing and Customer Care To bill you for using our products and services, or to take the appropriate amount of credit from you; Contact you if the billing information you provided us with is about to expire or we’re not able to take payment. To respond to any questions or concerns you may have about our network, products or services.	Account information Financial details Your contact with us	Performance of your contract
Service messages We will contact you with customer service messages to keep you updated with current information about products and services you’ve purchased. For example, changes to our terms and conditions, price plan and data use, upgrade you might be entitled to, roaming or service interruptions.	Contact details Account information	Performance of your contract

To improve our service

We collect information such as on your use of our products and services on an aggregated or anonymous basis in order to help us manage and improve the services we offer to everyone.

How is your information used?	What data is used?	Lawful basis
Improving and innovating our products and services, including roaming services. We anonymise, de-identify or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way. For roaming services, VOXI creates aggregated and statistical management reports from this information that do not identify you individually. This is to: improve your roaming experiences ensure that we’re meeting our commitments around fair use detect and resolve fraudulent use of our networks (and our partner roaming networks) solve technical issues if you are experiencing understand how we are performing in providing roaming services understand whether roaming services and related products are working as intended, VOXI may also take this personal data and anonymise it so that more in-depth analysis of our roaming services can be undertaken. This helps Vodafone to develop its roaming services for customers without identifying users in an individual way.	Anonymised/ aggregated: Financial details Traffic data Location data Account data	Legitimate Interest
Improving and innovating our products and services through third parties We collect and combine information to monitor your use of products and services, and that of our other customers, as well as to help us to improve the quality of our products and services. We provide this information to third parties (for example, to content providers and advertisers) but any such third party reporting shall not include information which may identify an individual customer.	Anonymised/ aggregated: Account information	Legitimate Interest
Manage our networks and understand network usage To protect our networks and manage the volumes of calls, texts and other uses of our networks. For example, we identify peak periods of use so we can try and ensure the networks can handle the volume at those times. To understand how you use our networks, products and services. That way we can seek to review, develop and improve these, develop more interesting and relevant products and services, as well as personalising our products and services.	Traffic data Location data	Legitimate interest

Marketing and tailoring our service to you

We process your personal information for marketing and advertising purposes, such as to let you know about new products or services and send you special offers, as well as to help us tailor our service to you. You can control your Marketing permissions and the data we use to tailor these communications at any time by visiting your Privacy Settings.

How is your information used?	What data is used?	Lawful basis
Marketing We process this data for the purpose of sending you marketing communications. We will keep you informed generally about new and existing products and services, invite you to participate in market research or let you know about oﬀers, promotions, prize draws or competitions. We can further tailor these messages using your calling and messaging activities, location information and browsing information, if you have authorised that we process this information for this purpose. If you have given your permission, we will also contact you to let you know about products and services of other Vodafone Group companies and those of other companies which we think may interest you depending on your marketing preferences. If you participate in a survey, we will use the answers you give to improve our products and services. Depending on your marketing preferences, we’ll contact you by post, online, phone or push notifications through our apps. You can control your Marketing permissions and the data we use to tailor these communications at any time. See “opting out of Marketing” under Your Rights.	Contact details Your preferences Browsing history Account information Location data	Consent
Online personalised advertising To deliver advertising that is relevant to you, you’ll also see targeted advertising online based on the use of cookies. This is known as interest-based advertising. It can be on websites belonging to the Vodafone Group, those of other organisations as well as other online media channels such as social media sites. We may also combine data collected via the cookies with other data we have collected. If you don't want any information processed through the use of cookies, check our Cookies policy. It explains how to control and opt out of cookies. Remember that providing consent for interest-based advertising won’t stop adverts from being displayed – but they won’t be tailored to your interests. You will also see advertising in the social media, for example in your Facebook, Twitter, Instagram or TikTok feed. If you don’t want to receive those, go to the relevant platform’s ad settings.	Cookie data Browsing history Account information	Consent
Personalisation Personalise our products/services to suit you. Provide you with personalised marketing. To understand how you use our networks, products and services. That way we can seek to review, develop and improve these, develop more interesting and relevant products and services, as well as personalising our products and services.	Traffic data Location data Account data	Consent
Research and analytics We use a variety of analytics methods including what is commonly referred to as “Big data analytics”. Big data analytics are mathematically driven analysis techniques on large and varied data sets (that is why it is “big” data). At VOXI, we take governance of big data analytics seriously. Our data scientists are required to sign up to a Code of Ethics. We have a strict use case process that requires that privacy and data protection law checks are carried out before any use case commences. We also have strict rules ensuring that personal information is anonymised or de-identified at the appropriate stage in the process. For example, we use our analytics to: Market research and to carry out research and statistical analysis including to monitor how customers use our networks, products and services on an anonymous or aggregated basis; Frame our marketing campaigns and determine how we might personalise those; Provide reports to third parties (these don’t contain information which identify you as an individual). For example, as part of Vodafone Analytics.	Account information	Legitimate interest

Profiling, Fraud Management and Security

Profiling consists of the use of personal data in an automated form in order to evaluate certain personal aspects relating to an individual. We will process your personal information in this way for credit, fraud and security purposes.

How is your information used?

What data is used?

Lawful basis

Credit checks and ID

We will carry out a credit check when you apply for a contract for any products or services with us. For more details, check our credit checks page.

We will also use your personal information for identity verification purposes, for access to your account and for general account management. We sometimes supplement the information we collect about you with information from other sources (i.e the electoral roll) to assess the accuracy of the information that we hold.

Financial details

Account information

Credential information

Performance of your contract

Fraud Prevention, Security and Debt Collection

We will process your traffic data to protect against and detect fraud, to protect and detect misuse or damage to our networks, to recover debts or trace those who owe us money resulting from the use of our services.

Fraud management and law enforcement

We may be obligated to release information if it’s reasonable for the purpose of protecting us against fraud, defending our rights or property, or to protect our legitimate interests or the interests of our customers.

Traffic data

Account information

Financial details

Legitimate interest

Network Security

We will process your traffic data in order to protect and detect misuse or damage to our networks or to detect and resolve fraudulent use of our networks (and our partner roaming networks) and to solve technical issues you are experiencing.

Anonymous and aggregated contact details or credential related information

Traffic data

Legitimate interest

Physical Security

We may use CCTV footage to safeguard our stores and sites.

Images

Video footage

Legitimate interest

For more details on these, check our fraud page.

Your rights

Below we set out details on how you can exercise your rights. If you have a question or cannot find the answer, please contact our Customer Services team or email us at customerdataquery@care.vodafone.co.uk

Please note: the privacy query form is not for Subject Access Requests (SARs). To raise a Subject Access Request, please fill in the Subject Access Request form

Right to correct personal dataYou have the right to have information held about you corrected if it is not accurate. If what we hold on you needs updating, or you think it may be inaccurate, you can log in to your VOXI account to update it or contact our Customer Services team.

Right to access personal dataYou have the right to make a request for a copy of the personal data that we hold about you. To make this request as an individual or an authorised third party, visit our Subject Access Request page which gives details on how to do this. Alternatively, you can contact the Customer Services team. We will take reasonable steps to confirm your identity before issuing any copy of your personal information.

Right to data portability: You have the right to be able to take with your data you provided to us in certain circumstances. If you wish to make such a request, email us at customerdataquery@care.vodafone.co.uk

Right to object to processing of personal datawhere we rely on our legitimate interests:You have the right, in certain circumstances, to object to us processing your personal information. Please contact our Customer Services team or email us at customerdataquery@care.vodafone.co.uk for more information or to exercise this right. If this relates to an automated decision performed on you (this means with no human involvement), please let us know and we will review your request.

Right to restrict use of your data: If you feel data we hold on you is inaccurate or believe we shouldn’t process your data, contact our Customer Services team to discuss your rights. In certain circumstances you have the right to ask us to restrict processing.

Right to erasure: We strive to only process and retain your data for as long as we need to. In certain circumstances you have the right to request that we erase personal data of yours that we hold. If you feel thatwe are retaining your data longer than we need, it is worth first checking that your account with VOXI has been terminated which you can check in the ‘Plan’ section when signed into your VOXI account, or contacting the Customer Services team. If your account with VOXI has been terminated, we may still have lawful grounds to process your personal data. For more information on retention periods see the How Long We Keep Your Personal Information for section of this policy.

To opt out of Marketing messages: If you no longer want to receive marketing messages from us you can elect to opt out of all marketing communications or only selected methods (e.g. email, SMS MMS, phone or post). If you’ve previously opted in to receive personalised content based on how and where you use our network, you can also opt out at any time.There are various ways to opt out. The easiest way to opt out is by using our marketing preferences page, found in your VOXI account. This page will also provide you with the ability to opt out or into receiving personalized marketing. You can also:Contact our customer services team – see the contact us page;Click the link at the end of a marketing email, SMS or MMS to unsubscribe;Tell the adviser if you receive a marketing call;Email customerdataquery@care.vodafone.co.uk for guidance.If you’re opted out of marketing, you may still receive service-related messages (unless we have indicated otherwise).

Please note: You may continue to receive marketing communications for a short period after changing your preferences while we update our records.If you do not wish to receive personalised marketing, or subsequently change your mind, email customerdataquery@care.vodafone.co.uk.If you have previously opted in to receive marketing that is even more relevant and tailored based on how and where you use our network, you can opt out at any time by texting “Stop Traﬀic” and/or “Stop Location” to 9774 on your VOXI mobile or, by contacting us. To opt-in you can text “Start Traﬀic” and/or “Start Location” to 9774 on your VOXI mobile or contact us. Alternatively, email customerdataquery@care.vodafone.co.ukTo opt out of receiving marketing communications from other Vodafone Group companies, just contact them directly.In some cases, you may receive marketing from VOXI, even if you’re not a customer or never had contact with VOXI. This is a result of third-party marketing lists which Vodafone/VOXI may acquire from time to time, stating that you have given permission to receive such marketing. If you’ve registered with us to opt-out of such marketing from VOXI, you shouldn’t receive such communications. If you do, we ask that you let us know immediately by emailing customerdataquery@care.vodafone.co.uk. This will only stop marketing from us.

To manage Cookies and understand more about what they are:Want to disable a cookie, or understand more about what these are? Check the Cookies section of this policy for full details on how to do this.

To opt out of Vodafone Analytics, or to understand about what it means for you:While it can’t identify or contact you, it’s your choice whether you’re included. Please see the Analytics page.

How to lodge a complaint: If you want to contact us about any of your rights or complain about how we use your information, contact our Customer Services team www.voxi.co.uk/contact-us or email us at customerdataquery@care.vodafone.co.uk and a member of our dedicated team will respond to you. We’ll do our best to help but if you’re still unhappy, you can contact the Information Commissioner’s Oﬀice. Their website www.ico.org.uk has details on how to contact www.ico.org.uk/global/contact-us/ them.

How to contact us: If you have any questions about our privacy policy or your privacy settings, please submit your query and a member of our dedicated team will respond to you.

Manage your marketing preferences: Go to your VOXI account settings to manage your marketing preferences. If you’re unable to access your account, you can chat with us instead by visiting. www.voxi.co.uk/contact-us

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Understand our privacy policy

Our privacy and cookies policy

How to use this privacy and cookies policy

Who we are

How to contact us

Our principles

Personal information we collect about you

We will process your personal data based on:

Your rights

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