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The data we collect and how we use it.

Privacy policy

Our Policy

We take data protection very seriously and safeguarding the privacy of our customers and website visitors is extremely important to us. Our Privacy and Cookies Policy has been compiled to explain how we collect, use, protect and otherwise handle your personal data. It also describes how we use cookies and how you can manage them.

When we refer to “we”, “our” or “us” we are referring to DuoCall Communications Limited of Unit 8, Genesis Park, Sheffield Road, Rotherham, S60 1DX (Registered in England and Wales 6330709).

DuoCall Communications Limited is registered to process data under the Data Protection Act 1998 and our registration number is Z1864527.

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Information we may collect from you

By using our website, subscribing to our newsletters or blog, filling in forms on our website or by registering for any of the products and services we offer, we may collect the following personal data from you:

  • your name, business name, company registration and VAT number, address, telephone numbers, email address and other contact information which you supply to us.
  • If you purchase an ongoing service from us, we will keep a record of your payment information.
  • if you contact us, we may keep a record of that correspondence (including email, Live Chat and phone conversations)
  • we may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them
  • details of your visits to our website including, but not limited to, traffic data, location data, weblogs and other communication data and the resources that you access
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How we use your information

We may use the information we collect from you when you register, make a purchase, sign up for our newsletters or blog, respond to a survey or marketing communication, visit our website, or use certain other site features in the following ways: 

  • to ensure that content from our website is presented in the most effective manner for you and for your computer
  • to provide you with information, products or services that you request from us or which we feel may be of interest to you, where you have consented to be contacted for such purposes
  • to audit the usage of our website
  • to carry out our obligations arising from any contract entered into between you and us
  • for training purposes, quality assurance or to record details about the products and services you order from us
  • to satisfy and meet our legal and regulatory requirements
  • to allow you to participate in interactive features of our services, when you choose to do so
  • to notify you about changes to our products and services

Unless prescribed by law and subject to regulatory requirements, we will retain your personal information for no longer than is necessary for the purposes for which it was collected, or for which it is to be further processed by us.

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Monitoring Communication

In addition to the above, we may record and monitor your emails and calls to our offices. We believe that recording is in the interests of the recorder, unless those interests are less important than those of the participant.

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Third-party disclosure

We may pass on your personal information if we have a legal or regulatory obligation to do so, or if we have to enforce or apply our terms and conditions and other agreements; or to protect the rights, property, or safety of our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

We won’t share your information with any other organisations for marketing, market research or commercial purposes, and we don’t pass on your details to other websites.

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How we protect your information

Website Security

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site is as safe as possible. We use regular Malware Scanning. In addition, all sensitive information you supply is encrypted via Secure Socket Layer (SSL) technology.

Information Storage and International Transfers

Your personal information is contained behind secured networks in the European Economic Area (EEA)  and United States, and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.

We implement a variety of security measures when a user places an order, enters, submits, or accesses their information to maintain the safety of your personal information.

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IP addresses and cookies

IP addresses

We may collect information about your computer, including where available your IP address, operating system and browser type for system administration. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.


Cookies are small pieces of information in the form of text files that are sent to your browser from our web server and are stored on your computer.

We do not store any personal information in the cookie; they are designed only to collect information of an anonymous nature. We will not combine such anonymous information with your personal details.

Our website uses cookies which help to identify you and any particular interests or preferences you express, making your future website visits to us more efficient. Save for the use of cookies, we do not automatically log data or collect data. You can set your computer browser to reject cookies but this may preclude your use of certain parts of our website.

Cookies are essential to using the website, as they gather information on the type of platform you’re using to view our website e.g. Windows, iPhone. We may also use trusted third-party services that track this information on our behalf. We use this information to optimise our website for your particular platform, in order to help us to try and give you best experience no matter which platform you use. Below are some examples of how we use cookies to do this:

  • To gather information which allows us to identify your platform and record enquiries, so we may improve customer experience and identify issues on the website
  • To help ensure you are provided with correct and useful information during your visit to our website
  • To collect data which allows us to improve our services based on your purchases and website usage

You can choose to accept or decline cookies through your browser. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

The cookies we use, the reason for using them and the duration for which they are stored, are as follows:

LiveChat Cookies

Cookies that enable visitors to chat with our online support team.

_livechat Used by LiveChat - remembers the info of the visitor entering your website. 3 Years
_livechat_lastvisit Stores when the visitor last used LiveChat. 3 Years
3rdparty Checks if the browser's settings will allow LiveChat to work on not yet visited pages. Session
main_window_timestamp# Synchronises the communication between opened LiveChat tabs. Session
_lc.visitor_id Generates visitor’s unique LiveChat ID. 999 Days
_lc_vv Internal use only - shows which version of LiveChat is installed. Session
lc_window_state Checks the LiveChat window state (minimized/maximized). Session
notification Mechanism for synchronizing the state between LiveChat tabs. Session
message_text Saves text from the LiveChat message area before sending. Session
waiting_in_queue Registers if the visitor is in the LiveChat queue. Session
recent_window Used by LiveChat - informs about the last page that the visitor was on. Session

Google Analytics Cookies

Google Analytics help us record user experience and to allow us to test new services, with the objective of improving user experience on the website. Despite their name, we rather than Google drop these cookies on to your computer. All other cookies - __utma, __utmb, __utmc, __utmz, __utmv are cookies set by Google Analytics, and are therefore technically not considered to be integral to the normal operating of the website.

The use of these cookies by Google Analytics is shown below:

_ga Registers a unique ID that is used to generate statistical data on how the visitor uses the website. 2 Years
_gat Used by Google Analytics to throttle request rate. Session
_gid Registers a unique ID that is used to generate statistical data on how the visitor uses the website. Session
ads/ga-audiences Used by Google AdWords to re-engage visitors that are likely to convert to customers based on the visitor's online behaviour across websites. Session
collect Used to send data to Google Analytics about the visitor's device and behaviour. Tracks the visitor across devices and marketing channels. Session

Social Sharing Cookies: AddThis

The following cookies are used by social sharing platform AddThis:

_at.hist.# Used by the social sharing platform AddThis to store the user's history of the AddThis sharing widget. Persistent
_atuvc Updates the counter of a website's counter of a website's social sharing features. 13 Months
_atuvs Ensures that the updated counter is displayed to the user if a page is shared with the social sharing service, AddThis. Session
_at.cww Used by the social sharing platform AddThis. Persistent
at-lojson-cache-# Used by the social sharing platform AddThis. Persistent
at-rand Used by the social sharing platform AddThis. Persistent
bt2 Used by the social sharing platform AddThis to keep a record of parts of the site that have been visited in order to recommend other parts of the website. 255 Days
di2 Keeps track of expiry dates of other cookies used by the social sharing platform AddThis. 1 Year
loc Geolocation, which is used to help providers determine how users who share information with each other are geographically located. 13 Months
uid Creates a unique, machine-generated user ID. AddThis, uses the user ID to make it possible for the user to share content across social networks and provide detailed statistics to various providers. 1 Year
uvc Detects how often the social sharing service, AddThis, encounters the same user. 13 Months
vc Used by the social sharing platform AddThis. 1 Year
xtc Registers the user's sharing of content via social media. 13 Months
_atrfs Make sure the users see the updated count if they share a page with AddThis social sharing. Session

Session Cookies

Temporary session cookies that are required for the basic functioning of our website, including login functions, form submission security and to tailor visual elements on a per-session basis.

_cms_session Session identifier. Destroyed when user quits the browser
user_credentials Login identifier. Destroyed when user quits the browser
tweetsHTML Used for the display of DuoCall's Twitter feed. Destroyed when user quits the browser

Cookie Disclaimer Cookies

A cookie we use to keep the Cookie Disclaimer hidden once you've accepted it.

_DuoCallCookies Visitor identifier. 5 Years

Your consent to our use of cookies

On our website, there is a notice which tells you that we use cookies and which provides a link to this Privacy Policy to demonstrate how we use cookies and how you can change which cookies you chose to accept.

If you click ‘agree and continue’ you are also providing your consent to those cookie settings and unless and until you change your settings, you’ve agreed to them.

In any event, as we have notified you with that notice about the cookies we use, your use of our website without making any changes to the existing cookie settings we have provided, is your consent to those cookie settings. In other words, we have told you about those cookies and you’ve decided not to block them, so we will assume that unless and until you change your settings, you’ve agreed to them.

Additionally, if you change the settings using your browser settings, you are giving your consent to our use of those cookies which you have not disabled.

How to reject and manage cookies

You can choose not to allow cookies in your browser settings. How you do this will depend upon the browser you are using. More information on cookies, their use and how to accept or reject them can be found at

To opt out of being tracked by Google Analytics across all websites visit:

As our cookies are largely aimed at improving the user experience on the website, you may find that if you block certain cookies you may experience deterioration in the service you receive.

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Your rights

The right to object

If you’ve signed up for alerts, newsletters or email marketing communication, you can unsubscribe at any time by following the unsubscribe link located in the email. If we are contacting you by other means, such as SMS, by phone or by post, we will include details explaining how to opt out of future correspondence. You can update any of your contact preferences at any time by contacting our support team using the details below.

The right to access, rectification, restriction and erasure

You can find out what information we hold about you, ask us to correct inaccurate information, or ask us not to use any of the information we collect by contacting our support team. You also have a right to erasure, or “right to be forgotten” where, subject to any legal and regulatory requirements, we can remove all your personal data from our records.

The right to data portability

Any information we hold about you can be produced and sent to you in a machine-readable format including CSV, free of charge. If you request it, we can also transmit that information directly to another organisation for you, so far as it is feasible for us to do so.

Automated profiling and decision making

We do not use any systems which profile or automate decisions about you or your account.

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Contact information

If you have comments or any questions about our Privacy and Cookies Policy, please contact us using the details below. For complaints, please refer to our Complaints Handling Procedure.


T. 0333 313 5000


DuoCall Communications Limited

Unit 8 Genesis Park

Sheffield Road

S60 1DX


We regularly review our policies and any changes will be posted on our website. This Privacy and Cookies Policy was last reviewed and updated in March 2018.

What Can I Do Next…

  • Call our friendly Sales Team with any queries or feedback on 0333 313 5000
  • Drop us an email anytime at
  • Find out what our customers say about us in our Case Studies section

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We'd like to assure you that your personal data will always be stored securely and will never be shared with third parties. See our Privacy Policy for more information.

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