Privacy Notice
This notice explains what personal information NE Support holds, why we hold it, who we share it with and what you can ask us to do about it. It covers people who visit our website or get in touch with us, the people we work with at our clients, and the people whose information we handle while delivering work for a client. Plain English throughout, and short on purpose.
1. The two roles we play
Most of the time we are one of two things, and it matters which.
We are the controller for information about our own website visitors, enquirers, clients, suppliers and team. We decide what to collect and why, and this notice describes it.
We are the processor for information we handle on a client's behalf while delivering their work, for example the contacts in their CRM or the people on their prospect list. The client decides what happens to that information and we act on their instructions. Their own privacy notice governs it, not this one.
2. What we collect when we are the controller
If you visit the website. Standard technical information collected by our website platform and analytics: pages viewed, approximate location, device and browser type, and the site that referred you. We use this to understand what people find useful and to keep the site working.
If you get in touch. Your name, email address, telephone number, business name and whatever you choose to tell us about what you need. We use it to answer you, to prepare a quote and, if we go ahead, to run the engagement.
If you become a client. Contact details for you and the people we deal with at your business, the agreement and order form, the records of what we delivered, the invoices and payment records, and the working files for your account.
If you buy a course or download from us. Your name, email address and order details, so we can give you access, send your receipts and help if something goes wrong. Payments are taken by Stripe and we never see or store your card details.
If you sign up for our free cheat sheet or our emails. Your email address, so we can give you the download and send you occasional emails with Claude tips and news of our courses. Every email has an unsubscribe link, and once you use it we stop.
If you work with us. The information we need to engage and pay our team and suppliers, and to keep a record of who holds access to what.
3. Research and prospecting
Some of our work involves identifying people at other businesses who may want to hear from a client of ours. Where that happens we use information that is already published for a business purpose, typically LinkedIn profiles, company websites, Companies House and job adverts. We collect a name, a job title, an employer and a public profile link. We do not buy personal data, we do not scrape private accounts, and nothing is ever sent without the client approving it first.
Our lawful basis for this is legitimate interests, on the basis that the contact is made in a business capacity, is relevant to that person's job and is easy to stop. If you would rather we did not hold your details, tell us and we will remove you and add you to the suppression list for the client concerned.
4. Our lawful bases
- Contract: running an engagement, invoicing and supporting you as a client, or as a customer of our courses and downloads.
- Legitimate interests: answering enquiries, business development and prospecting, keeping our records, and protecting the business.
- Legal obligation: tax, accounting and company record keeping.
- Consent: where you have asked to receive something from us, such as a newsletter. You can withdraw it at any time.
5. Cookies
Our website runs on Squarespace, which sets a small number of cookies needed to make the site work and to measure how it is used. You can block or delete cookies in your browser settings, though some parts of the site may then behave oddly. We do not run advertising trackers on this site.
6. Use of AI
We use AI tools to draft, summarise and organise work, which is how a small team delivers as much as it does. Client information passed to those tools is handled under the confidentiality terms in our Terms of Business, our AI suppliers are listed on our subprocessors page, and any restrictions on specific tools can be agreed in your order form. Nothing an AI tool produces goes to a client or out into the world without a person reading it first.
7. Who we share information with
We share information with the suppliers who run the software we work in, and with the contractors on our delivery team. Every one of them is named on our subprocessors page at nesupport.co.uk/subprocessors, with what each is used for and where it is based. We also share information with our accountants and professional advisers where we have to, and with HMRC and other authorities where the law requires it.
If you buy a course or download from us, your order and account are held by Squarespace, which runs our website, and your payment is handled by Stripe, which also carries out its own checks to prevent fraud.
If you sign up for our emails, your email address is held by Squarespace, which also sends our emails for us.
We never sell personal information, and we never share it for anyone else's marketing.
8. Storing information outside the UK
Several of our suppliers are based outside the United Kingdom, mainly in the United States and the European Economic Area. Where personal information is transferred outside the UK we rely on the UK adequacy regulations where they apply, and otherwise on the International Data Transfer Addendum to the standard contractual clauses, so the protection travels with the information.
9. How long we keep things
Enquiries that do not become work are kept for 12 months. Email sign-ups are kept until you unsubscribe. Client records are kept for the life of the engagement and then for six years after it ends, which is what tax and limitation periods require. Prospect research is kept for as long as the client campaign it belongs to is running, and is deleted at the end of it. Recordings made during onboarding interviews are deleted when the engagement ends, or sooner on request. Anything we no longer need is deleted.
10. Your rights
You can ask us for a copy of the information we hold about you, ask us to correct it, ask us to delete it, ask us to restrict what we do with it, object to us processing it on legitimate interests grounds, or ask for it in a portable form. Ask by email and we will respond within one month. There is no charge.
Where we hold information on behalf of a client rather than for ourselves, we will pass your request to that client, tell you we have done so, and act on their instructions.
11. Complaints
If something has gone wrong, tell us first and we will put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. NE Support is registered with the Information Commissioner's Office and pays the annual data protection fee.
12. Changes to this notice
If we change this notice we will update the version number and date above. Where a change materially affects a live client engagement, we will tell that client directly rather than relying on them noticing the page.
Questions, or to make a request: hello@nesupport.co.uk