How we can collect and process information

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.


When someone visits, we automatically collect and store the following information about your visit:

  • The Internet domain (for example, '' or '' if you use a private Internet access account) and IP address (an IP address is a number,'', that is automatically assigned to your computer whenever you are surfing the web) from which you access our website;
  • The type of browser software and operating system used to access our site;
  • The date and time you access our site;
  • The pages you enter, visit and exit our site from and
  • If you linked to the server's domain from another website, the address of that website.

We use this information to help us identify click stream patterns, to improve our website, to learn about the number of visitors to our website and the types of technology our visitors use. This is statistical data about browsing actions and patterns and does not identify you as an individual.

We also use a third party service, Google Analytics, and Hotjar to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site.

We may collect information about your computer, including where available your IP address, operating system and browser type, this is for system administration, to filter traffic, to look up use domains and to report statistics. This is statistical data about our users' browsing actions and patterns and does not identify any individual.

Please note: We are not responsible for any use of your personal information you provide to third-party websites that may be accessed via our website or Websites. We recommend that you review the privacy policy of any third-party applications or websites that you use.


A cookie is a piece of data stored locally on your computer containing information about your activities on the Internet. Each website can send its own cookie to your web browser if your browser's preferences allow it. Many websites do this whenever a user visits their website in order to track online traffic flows.

For further information about what a cookie is and how OS uses them, please see this information on cookies.

Reasons/purposes for processing information

When you ask us to consider a complaint about one of its Participating Companies, OS will only request you provide the personal information that is needed to process your complaint details. We require your data to pursue our legitimate interests in a way which might reasonably be expected as part of for the complaint investigation work OS undertakes.

When you ask us to review a complaint about a Participating Company, you will need to provide us with personal details, including your name, address, email address, contact number and any relevant account numbers. OS will also request you provide authority for us to approach the Participating Company to obtain the details of your account.

It is necessary to share your personal information with the company which is the subject of your complaint. This company will be asked to provide us with its response to your complaint, this will include any data from any account(s) and / or complaint file(s) that the company has opened about you or the complaint.

OS may also ask you to provide further information that would be relevant to your complaint, for example, the relevant contract, timeline of events, or relevant bank statements.

OS only uses the information you provide to;

  • respond to your enquiry or enquiries;
  • investigate your complaint or complaints;
  • comply with regulator reporting requirements; and
  • help us to improve the quality of our services including IT improvements .


Should you wish to withdraw your complaint, you should by contact us by emailing

In some specific circumstances you have the right to request that we stop processing your personal data for example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end

Please note that if your complaint is active when you ask to withdraw your complaint or object to the processing of your personal data OS will not be able to continue to process your complaint. 

Monitoring and recording of telephone calls

OS use a third party called Puzzel, a cloud based contact centre, to provide our call management services. We record and monitor incoming and outgoing telephone calls. Recordings are used to protect the interests of those participating in the call and provides us with useful information or evidence that supports your complaint. Recordings may also be used for staff training exercises, to improve the quality of our services. 

The telephone calls that we record will be kept secure and subsequently deleted in a structured and organised manner. Recorded calls are kept for a period of twelve (12) months. If a call recording provides useful information or evidence that supports your complaint we may keep this as part of your case for a period of 6 years.

OS also collects Calling Line Identification (“CLI”, also known as “caller ID”) when you contact us by telephone. This means that we will be provided with, and will record, the telephone number that you have used to contact us unless you have taken steps to withhold the number[EB2] .

Monitoring and recording of emails

Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy.  Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.

OS does use MailChimp for processing some reminder emails. MailChimps privacy policy can be found at We will not share your data with this third party where it is not necessary to do so.

Monitoring and recording of contacts via social media

You are able to contact us via Twitter or Facebook. Please note that we have no influence on the scope of data that is collected by these social networks through their sites. The data use policies of the social networks provide information on the purpose and extent of the data that they collect, how this data is processed and used, the rights available to you and the settings that you can use to protect your privacy.

We may retain some information provided via social networks if it is relevant to your complaint.