Privacy policy

Version 1.0 · Last updated 11 October 2026

This policy explains what personal information we collect, why we need it, who we share it with, how long we keep it, and your rights. We only collect what we need to provide a safe, reliable phone service, and we never sell your information.

1. Who we are

My Chat is a trading name of Ikon Comms Limited (company number 17119071), 20-22 Wenlock Road, London, England, N1 7BU, United Kingdom. We are the "controller" of your personal information, which means we're responsible for looking after it.

If you have any questions about your information, contact us at helpme@my-chat.co.uk or on 01494 853 113.

2. What we collect

When you sign up

• your name, email address and contact phone number
• the address where the phone will be used, and your postcode
• the plan you choose, whether you want to keep your number (and the number and current provider), and what equipment you need
• whether you need help with broadband, and any notes you give us

If you tell us you rely on your landline

If you tell us someone in your home relies on the landline - for example for a telecare alarm, a health need or because there's no mobile signal - we record this. It may reveal something about your health, so we treat it with extra care. We use it only to keep you safe: to offer you a free way to call 999 in a power cut, and to take extra care if anything goes wrong with your line. We rely on your consent for this, and you can ask us to remove it at any time.

Security information when you sign up

To protect our customers and stop scammers getting phone numbers, we record your internet (IP) address, the type of browser you used, its language setting and the time you signed up. We use this only for fraud and misuse checks.

When you use our service

• Call records: the numbers you call and that call you, and the date, time, length and cost of calls. We need these to bill you correctly, deal with faults and spot misuse. We don't listen to or record the content of your calls.
• Voicemail: messages left for you are stored by our network provider and emailed to you.
• Account and billing details: your bills, payments and payment method. Card and bank details are handled by our payment provider; we don't store full card numbers.
• Your contact with us: emails, letters and notes of phone calls, including complaints.

3. Why we use it, and our legal reasons

Checks and decisions: when you sign up, our system highlights possible warning signs of fraud, such as a throwaway email address. These are always reviewed by a member of our team, who makes the decision. We never refuse or approve an order by computer alone.

4. Who we share it with

We only share what's needed, and only with organisations that must protect it:

• VIP VoIP, our network provider, which provides your phone line, number and voicemail
• ProVu Communications, which prepares and sends any phone or adapter we supply, and their couriers (such as APC or DPD), who need your name, address and phone number to deliver it
• IONOS, which hosts our website and email
• our payment provider, to take payments
• your previous or new phone provider, to move your number
• the emergency services, when you call 999, 112 or 111
• Ofcom, the police, courts or other authorities, when the law requires us to, or to prevent or investigate fraud or crime
• our professional advisers, such as accountants and lawyers

All of these keep your information in the UK or the European Economic Area, apart from the case below.

Website fonts: our website uses fonts from Google Fonts. When you visit, your browser connects to Google, which sees your internet address. Google may process this outside the UK under its own safeguards.

5. How long we keep it

• Sign-ups that don't go ahead: up to 12 months, then deleted. Records of fraud checks on sign-ups we refused may be kept for up to 2 years to stop repeat attempts.
• Customer accounts, bills and payments: while you're a customer, then 6 years after you leave, as tax law requires.
• Call records: up to 12 months, unless we need them longer to resolve a dispute or because the law requires it.
• Fraud and misuse checks, and our decisions: while you're a customer and for 2 years after.
• Information that you rely on your landline: while you're a customer, or until you ask us to remove it.
• Complaints: 2 years after the complaint is closed.

6. Keeping it safe

Our website uses an encrypted (https) connection. Customer records are kept in protected systems that only authorised staff can access, and our systems keep a record of who made each change to an order. Passwords for your line are never sent by email or written to our system logs.

7. Cookies and similar technology

We keep these to a minimum and don't use advertising or tracking cookies.

• Security cookie: when you use our sign-up form, we set one small cookie that keeps the form secure. It's deleted when you close your browser. The form can't work safely without it.
• Text size: if you use the "Text size" button, your choice is saved in your own browser so the next page stays the same size. It never leaves your device.

8. Your rights

You have the right to:

• ask for a copy of the information we hold about you
• ask us to correct information that's wrong
• ask us to delete your information, where we don't need to keep it
• object to, or ask us to limit, how we use it
• withdraw your consent at any time, where we rely on it
• ask for your information in a format you can take elsewhere

To use any of these rights, contact us at helpme@my-chat.co.uk or on 01494 853 113. We'll respond within one month, and there's normally no charge.

If you're unhappy with how we've handled your information, please tell us first so we can try to put it right. You can also complain to the Information Commissioner's Office (ICO): visit ico.org.uk or call 0303 123 1113.

9. Changes to this policy

We'll update this policy if the way we use information changes. If the changes are important, we'll tell you by email before they take effect.