Privacy Policy

Member Support Hub ("we", "us", "our") is committed to protecting your personal data. This policy explains what information we collect, how we use it, and your rights under UK GDPR and the Data Protection Act 2018.

1. Who we are

Member Support Hub is an independent customer support provider based at 19 Gaul Street, Bulwell, Nottingham NG6 8JQ, United Kingdom. We provide support services for Tesco Mobile customers. We are not affiliated with Tesco Mobile Ltd or Tesco PLC.

2. Information we collect

When you contact us, we may collect:

• Your name, phone number, and email address
• Your Tesco Mobile account reference (for support purposes only)
• Details of your query or complaint
• Call recordings (for quality and training purposes — you will be informed)
• Basic website usage data via cookies (see Section 8)

3. How we use your information

We use your personal data to:

• Provide customer support and handle your queries
• Respond to complaints and follow up on cases
• Improve our services through staff training
• Comply with our legal obligations

We do not use your data for unsolicited marketing without your explicit consent.

4. Legal basis for processing

We process your data under the following lawful bases:

• Contract performance — to provide the support service you have requested
• Legitimate interests — to improve our service quality
• Legal obligation — where required by law

5. Data sharing

We do not sell your personal data. We may share information with:

• Our internal support staff (on a need-to-know basis)
• IT service providers who process data on our behalf under strict data processing agreements
• Regulatory or legal authorities where required by law

6. Data retention

We retain personal data for a maximum of 12 months following resolution of your support query, unless a longer retention period is required by law. Call recordings are retained for 6 months.

7. Your rights

Under UK GDPR, you have the right to:

• Access your personal data (Subject Access Request)
• Correct inaccurate data
• Request erasure of your data ("right to be forgotten")
• Object to or restrict processing
• Data portability
• Withdraw consent at any time (where processing is consent-based)

To exercise any of these rights, contact us at privacy@membersupporthub.site. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

8. Cookies

Our website uses essential cookies for functionality and analytics cookies (e.g. Google Analytics) to understand how visitors use our site. You can control cookies through your browser settings. We do not use cookies for advertising profiling.

9. Contact

For any privacy-related queries:

📞 +44 115 654 6553
✉️ privacy@membersupporthub.site
📍 19 Gaul Street, Bulwell, Nottingham NG6 8JQ, United Kingdom