Privacy Policy

Orca Business Support Limited
Company Number: 07333816
Registered Office: 8 Wilkinson Business Park, Wrexham, Wrexham, United Kingdom, LL13 9AE
Email: info@weareorca.com

1. Who We Are

Orca Business Support Limited (“Orca”, “we”, “us”, “our”) provides outsourced call answering, live chat and related support services to businesses across the UK.

For the purposes of UK data protection law:

• Orca is the Data Controller in relation to personal data collected through our website, marketing activities, and business administration.
• Orca acts as a Data Processor when handling personal data on behalf of our clients in the delivery of our services (for example, when answering calls or processing messages for our clients).

This Privacy Notice explains how we process personal data when we act as a Data Controller. Where we act as a Processor, we process personal data strictly in accordance with our clients’ instructions and contractual agreements.

2. The Personal Data We Collect

We may collect and process the following categories of personal data:

Website & Enquiries

• Name
• Email address
• Telephone number
• Company name
• Any information you provide in enquiries or forms

Marketing Communications

• Email address
• Subscription preferences
• Interaction data (e.g. whether emails are opened or links clicked)

Technical & Usage Data

• IP address
• Browser type and version
• Device information
• Website usage data collected via cookies and analytics tools

Client Service Delivery (Where Acting as Controller)

• Business contact details
• Billing information
• Contractual correspondence

When acting as a Processor on behalf of clients, we may handle personal data provided by callers or message senders, including names, contact details and message content. In these cases, our client remains the Data Controller.

3. Lawful Basis for Processing

We process personal data under the following lawful bases:

• Contract - where processing is necessary to perform a contract with you or take steps before entering into a contract.
• Legitimate Interests - to operate, improve and protect our business, website and services, provided those interests do not override your rights.
• Consent - where you have opted in to receive marketing communications.
• Legal Obligation - where processing is required to comply with law or regulatory requirements.

Where we rely on consent, you may withdraw it at any time.

4. Why We Use Your Data

We use personal data to:

• Respond to enquiries and provide requested information
• Deliver contracted services
• Manage client relationships
• Send marketing communications (where consented)
• Improve our website and services
• Monitor service quality and operational performance
• Comply with legal and regulatory requirements

5. Call Recording & Client Services

Where our services include call recording:

• Recordings are made in accordance with our client's instructions.
• Our clients are responsible for ensuring appropriate caller notices are provided.
• We process such data as a Data Processor and only for the purposes agreed with the client.

We take appropriate technical and organisational measures to safeguard recorded data.

6. Data Sharing

We may share personal data with:

• Professional advisers (legal, financial, compliance)
• IT and hosting providers
• Sub-processors engaged in service delivery

All third parties are required to maintain appropriate security and confidentiality standards.

We may disclose personal data where required by law, court order or regulatory authority.

7. International Transfers

In some circumstances, personal data may be transferred outside the UK.

Where this occurs, we ensure appropriate safeguards are in place, including:

• UK International Data Transfer Agreements (IDTA)
• Standard Contractual Clauses
• Transfers to countries with recognised adequacy decisions

These safeguards ensure data remains protected to UK GDPR standards.

8. Data Retention

We retain personal data only for as long as necessary:

• To fulfil the purposes outlined in this notice
• To comply with legal, regulatory or contractual obligations

Retention periods vary depending on data type and purpose and may range from 30 days to a maximum of 7 years.

Call recordings and operational data are retained in accordance with client agreements.

9. Cookies

Our website uses cookies to:

• Remember user preferences
• Understand website usage
• Provide anonymised analytics

You can manage cookie preferences through your browser settings. Disabling cookies may affect website functionality.

10. How We Protect Your Data

We implement appropriate technical and organisational measures, including:

• Restricted system access
• Role-based permissions
• Encryption where appropriate
• Secure hosting environments
• Regular security reviews
• Staff training on data protection

11. Your Rights

Under UK data protection law, you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request erasure where lawful
• Restrict processing in certain circumstances
• Object to processing based on legitimate interests
• Withdraw consent (where processing is based on consent)
• Request data portability (where applicable)

To exercise any of these rights, please contact:

info@weareorca.com

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

www.ico.org.uk

12. Changes to This Notice

We may update this Privacy Notice from time to time. The latest version will always be available on our website.