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Our Privacy Policy

This policy sets out how we handle the information we receive from clients and everyone who uses our products and services. We take this seriously and will always treat this information with the utmost respect and care.


We’ve updated our privacy policy to reflect the changes in data-protection laws.

Firstly, we are under a legal obligation to let you know what personal information we collect about you, what we use it for and on what basis. We always need a good reason and we also have to explain to you your rights in relation to that information. You have the right to know what information we hold about you and to have a copy of it, and you can ask us to change or sometimes delete it.

The reasons we collect information are set out in this privacy policy, but we are not telling you all this just because we have to. As an eLearning provider, most of what we do – from assisting clients and users to developing and promoting our services – involves using personal information. And we believe that it is very important for our clients to trust us with that information. We want you to be confident that we will keep it secure and use it both lawfully and ethically, respecting your privacy.

Our support for the right to privacy, as part of our broader commitment to human rights. Our privacy policy explains in detail how we use your personal information. It describes what we do (or what we may do) from the moment you ask for a service from us, when we may use your information for credit-checking purposes, through to providing and billing for that service. It also applies to marketing other products that we think will interest you.

But whatever we do with your information, we need a legal basis for doing it. We generally rely on one of three grounds (reasons) for our business processing. Firstly, if you have ordered or take a service from us, we are entitled to process your information so that we can provide that service to you and bill you for it.

Secondly, if we want to collect and use your information for other purposes, we may need to ask for your consent (permission) and, if we do, that permission must always be indicated by a positive action from you (such as ticking a box) and be informed. You are also free to withdraw your permission at any time. We tend to need permission when what is proposed is more intrusive (for example, sharing your contact details with other organisations so they can market their own products and services to you).

But we do not always need permission. In some cases, having assessed whether our use would be fair and not override your right to privacy, we may come to the view that it falls within the third ground – our ‘legitimate interests’ to use the information in a particular way without your permission (for example, to protect our platform against cyber-attacks). But when we do this, we must tell you as you may have a right to object. And if you object specifically to us sending you marketing material, or to ‘profiling you’ for marketing purposes, we must then stop.

This is all set out in detail in this policy, which focuses more on those items that we think are likely to be of most interest to you. As well as covering processing for business purposes, we give you information on circumstances in which we may have to, or can choose to, share your information.

Our Privacy Policy

Please read this policy carefully as it applies to the products and services we provide to you (such as your eLearning or assessing platform), our apps and our websites.
It also applies even if you’re not one of our customers and you interact with us as part of running our business, such as by:

  • using one of our products or services – paid for by someone else;
  • taking part in a survey or trial;
  • entering a prize promotion;
  • calling our helpdesk; or
  • generally enquiring about our services.

If you need to give us personal information about someone else in relation to our products and services, the privacy policy will also apply. And if we need the permission of the other person to use that information, we’ll ask you to check they are OK with this.

What's not included

You can link to other organisations’ websites, apps, products, services and social media from our websites. This privacy policy doesn’t apply to how those other organisations use your personal information.

You should review their privacy policies before giving them your personal information.

Who are we?

Accessing and updating how we use your information.

You can access and update the information we hold about you using our contact form.  Once we’ve looked at your request, we’ll let you know when you can expect to hear from us.

We’ll always try to help you with your request but we can refuse if we believe doing so would have a negative effect on others or the law prevents us.  And even though we have to complete your request free of charge, we are allowed to reject requests if:

  • they’re repetitive;
  • you don’t have the right to ask for the information; or
  • the requests made are excessive.

If that’s the case, we’ll explain why we believe we don’t have to fulfil the request.

Want to change your marketing preferences?

If you don’t have an account, please let us know on the form whether you want to stop hearing from us by phone, email, text or post. Or, let us know whether you want us to stop using information about how you use our products and services for marketing purposes or profiling you for marketing purposes.

Want a copy of the information we hold about you?

You can also ask us for a copy of the information we hold about you using our online contact form. If you work for one of our corporate customers, please ask your employer – they’ll ask for this on your behalf.

It will normally take us up to one month to get back to you but could take longer (up to a further two months) if it’s a complicated request or you send us a lot of requests at once.

Concerned about what we're doing with your personal information?

If you’re worried about how we send you marketing information, please contact us using our contact form.

If you want us to stop using personal information we’ve collected via cookies on our website or apps, you should either change your cookie settings or change the settings for your app. In some cases, we might decide to keep information, even if you ask us not to. This could be for legal or regulatory reasons, so that we can keep providing our products and services, or for another legitimate reason. For example, we keep certain billing information to show we have charged you correctly.  But we’ll always tell you why we keep the information.

We aim to provide our products and services in a way that protects information and respects your request.  Because of this, when you delete or change (or ask us to delete or change) your information from our systems, we might not do so straight away from our back-up systems or copies on our active servers. And we may need to keep some information to fulfil your request (for example, keeping your email address to make sure it’s not on our marketing list).

Where we can, we’ll confirm any changes.

If we’ve asked for your permission to provide a service, you can withdraw that permission at any time.  It’ll take us up to 30 days to do that.  And it only applies to how we use your personal information in the future, not what we’ve done in the past (for example, if we’ve run a credit check at the start of your contract).

To provide you with products or/and services

We’ll use your personal information if we consider it is in our legitimate business interests so that we can operate as an efficient and effective business.  We use your information to:

  • Identify, and let you know about, products and services that interest you;
  • share within Active Web Learning Ltd for administrative purposes;
  • create aggregated and anonymised information for further use;
  • detect and prevent fraud; and
  • secure and protect our platform.

Marketing to you and identify products and services that interest you

This means we’ll:

  • create a profile about you to better understand you as a customer and tailor the communications we send you (including our marketing messages);
  • tell you about other products and services you might be interested in;
  • recommend better ways to manage what you spend with us, like suggesting a more suitable product based on what you use;
  • try to identify products and services you’re interested in; and
  • show you more relevant online advertising and work with other well-known brands to make theirs more suitable too.

We use the following for marketing and to identify the products and services you’re interested in.

  • Your contact details. This includes your name, gender, address, phone number, date of birth and email address.
  • Your payment and financial information.
  • Information from cookies and tags placed on your connected devices.
  • Details of the products and services you’ve bought and how you use them – including your callbrowser (including IP address).

We’ll send you information (about the products and services we provide) by phone, post, email, text message, online banner advertising.  We also use the information we have about you to personalise these messages wherever we can as we believe it is important to make them relevant to you.  We do this because we have a legitimate business interest in keeping you up to date with our products and services, making them relevant to you and making sure you manage your spending with us.  We also check that you are happy for us to send you marketing messages by text or email before we do so. In each message we send, you also have the option to opt out.

We’ll only market other organisations’ products and services if you have said it is OK for us to do so.

You can ask us to stop sending you marketing information or withdraw your permission at any time, as set out above.

Read our cookie policy for more details on how we use cookies.

To meet our legal and regulatory obligations

We might have to release personal information about you to meet our legal and regulatory obligations.

Under investigatory powers legislation, we might have to share personal information about you to government and law-enforcement agencies, such as the police, to help detect and stop crime, prosecute offenders and protect national security. They might ask for the following details.

  • Your contact details. This includes your name, gender, address, phone number, date of birth, email address, passwords and credentials (such as your security questions and answers) needed to confirm your identity and your communications with us.
  • Your communications with us, such as calls, emails and web chats.
  • Your payment and financial information.
  • Details of the products and services you’ve bought and how you use them – including your callbrowser (including IP address).

The balance between privacy and investigatory powers is challenging. We share your personal information when the law says we have to, but we have strong oversight of what we do and get expert advice to make sure we’re doing the right thing to protect your right to privacy.

We’ll also share personal information about you where we have to legally share it with another person. That might be when a law says we have to share that information or because of a court order.

In limited circumstances, we may also share your information with other public authorities, even if we do not have to. However, we would need to be satisfied that a request for information is lawful and proportionate (in other words, appropriate to the request). And we would need appropriate assurances about security and how the information is used and how long it is kept.