When you interact with us

There are various methods you might use to communicate with us, like email or phone. For each interaction method, there is different privacy information that we need to make you aware of. We recommend reading each section that applies:

When we speak on the phone

If you speak to us on the phone, we record the call and store the recording for six months. Very occasionally, we might keep a particular recording for longer than this, for example if was part of an ongoing complaint or we wanted to use it in our staff training programme.

We use 8×8 to facilitate this, and the recordings are stored securely on their servers.

We record our calls because the recordings assist us with new and ongoing staff training. This training helps us to maintain the exceptional levels of service that you expect from us. Call recordings also come in handy at times when we need to investigate a complaint or if an accusation is made of unacceptable conduct. In this way, the recordings serve to protect both the caller and our staff.

For these reasons, our lawful basis for this processing is legitimate interests. You have the right to object to any processing that is based on legitimate interests. To let us know that you object, please email hello@key.co.com.

If you phone us, the advisor who answers your call will be able to see the number you are calling from, unless you withhold it. We will not store this data.

Remember that additional privacy information may apply, if you have a working relationship with us.

 

When we’re in email contact
When we email you

We sometimes track when a recipient opens our email and what links they clicked on. We do this using, for example, UTM codes, read receipts, temporary redirections and short links (like bit.ly). Sometimes this involves sharing a limited amount of your data with a specialist third-party service provider. These customer insights help us to tailor our future support and communications, so our lawful basis for this processing is legitimate interests.

Most emails that we send you will go via either Microsoft Exchange or MailChimp. Which service we choose depends on various factors, like the number of recipients and the design of the email. If we have a working relationship with you, it’s likely that we will use a combination of services to contact you at different times. Here’s what you need to know about each of them.

MailChimp

When we send you an email using MailChimp, we collect some data about you.

  • Your most commonly used email client (e.g. iPhone)
  • Your timezone
  • Your language (based on your browser settings)
  • Geolocation (an estimate of your physical location based on your IP address)
  • Your IP address (only in limited circumstances)

We use this information to understand our customers better and to improve our marketing and customer service. For example, because we know that most contractors open our emails on an iPhone, we spend more time making sure our emails are easy to read and look good on a mobile. On the other hand most recruiters open in Outlook, which rules out gifs and emojis 😢

For these reasons, our lawful basis for this processing is legitimate interests.

If you unsubscribe from our emails, we’ll record that you’ve done so, to ensure that we do not send you any more emails and comply with laws that govern electronic mail. Therefore, our lawful basis is legal obligation.

We store your email address in MailChimp, and usually some additional data that lets us personalise the emails we send you. For example, we store your name so that we can use it to say ‘Hello <name>’ in our emails. This makes our communications more effective, so our lawful basis for this is legitimate interests.

We send all emails for our ‘supply teacher life’ or ‘world of contracting’ mailing lists through MailChimp. There is an ‘update preferences’ link on the bottom of each email we send you, which you can use to opt in or out of these newsletters.

Microsoft Exchange

When we email you, we keep a note of:

  • The date/time that the email was sent
  • Your email address
  • The recipients’ email addresses
  • The subject line
  • Your IP address

We only use this information for troubleshooting mail delivery and protecting our email system from spam, malware and viruses. This is done via a third-party provider, GFI, who have a privacy policy on their website. We keep this data for six months and then delete it. Our lawful basis for this processing is legitimate interests.

Other systems

We sometimes send emails via other third-party communication services. For example, if you complete a form on our website you will receive an automated confirmation email that is sent via the service we used to build the form. Other than sometimes tracking when you open the email and what links you’ve clicked on (as explained at the top of this section), we don’t collect any other data about you when we send these emails.

When you email us

When we email you, we keep a note of:

  • The date/time that the email was sent
  • Your email address
  • The recipients’ email addresses
  • The subject line
  • Your IP address

We only use this information for troubleshooting mail delivery and protecting our email system from spam, malware and viruses. This is done via a third-party provider, GFI, who have a privacy policy on their website. We keep this data for six months and then delete it. Our lawful basis for this processing is legitimate interests.

We obviously also receive a copy of the content of your email. We will read your message and take the appropriate action in response. If you’re a customer, we may store the whole email or details from it in your CRM record. It would then be retained in accordance with our retention policy for employees, enquirers or recruiters.

Remember that additional privacy information may apply, if you have a working relationship with us.

 

When you visit or contribute content for our website

As you browse and use our website, we may share some of your data with our carefully chosen data processors. Some additional processing will take place, depending on the actions you take:

Security screening

When you visit our website, we automatically do a quick scan on your IP address to make sure you’re not blacklisted. This helps us protect our website and visitors from security threats.

Forms, surveys and polls

If you complete a form, survey or poll on our website, we will record the time and date that you did so, as well as your IP address.

Rate an FAQ

When you read an FAQ, there’s a poll on the page which asks if you found it helpful. This information helps us to identify FAQs that we need to improve. If you respond to this poll, we will record your IP address.

Contributing content

If you contribute content for our website, for example articles, quotes, reviews or photos, we will ask if you’re happy for us to publish them. Anything published on our website is likely to stay there and be promoted by us indefinitely, unless you ask us to remove or anonymise it.

Logging into your account

Current and ex-employees of Key Portfolio can access their account online. After logging in you can, for example, view and edit some of the details we hold about you and download pay advice slips. We use your employment status to determine what information and areas of the account that you can see.

To make the login area work, we collect some data about you:

  • Login details (your chosen password and answer to a security question)
  • A count of how many failed login attempts you’ve had (to help us block anyone who tries to access your account without authorisation)
  • Any information that you submit to us online, such as expense claims, timesheets or your new address

We take great care to protect your data. We store and encrypt passwords using one-way encryption, meaning they can’t be decrypted, and have many other measures in place to keep your data secure.

Cookies

We use cookies to make our site work, gain anonymous insight into how people use our site and to make our advertising more relevant to you. You can learn all about this in our cookies policy.

Remember that additional privacy information may apply, if you have a working relationship with us.

 

When you contact us on social media

We use Hootsuite to manage our social media interactions. If you send us a private message on social media, it will be stored in Hootsuite for a period of time. This helps us to work more productively and means we’re more likely to spot your message quickly. For these reasons, our lawful basis is legitimate interests.

Remember that additional privacy information may apply, if you have a working relationship with us.

 

When you enter a competition

If we run a competition or prize draw, we will always publish and promote the terms and conditions of entry, in compliance with the UK Code of Non-broadcast Advertising and Direct & Promotional Marketing (CAP Code). The T&Cs will include privacy information that is applicable to that specific competition, so please do read them. They will normally be published here.

Remember that additional privacy information may apply, if you have a working relationship with us.

Give feedback on our privacy policy

Additional info

Remember, additional privacy information will apply, depending on your relationship with us. Check to see if any of these sections are relevant to you: