CXMatch is a trading name of Bubble91 Limited, a company registered in England and Wales under company number 17378708, with its registered office at 7a Brooklands Avenue, Sheffield, England, S10 4GA.
We are the "data controller" for the personal data described in this notice. That means we decide why and how it is used, and we are responsible for looking after it.
How to contact us about privacy:
Email: jess@cxmatch.co.uk
Post: Bubble91 Limited, 7a Brooklands Avenue, Sheffield, England, S10 4GA
This notice explains how we handle personal data belonging to:
It does not cover personal data that we handle on behalf of a client under a separate written agreement, for example, if a client asks us to review call recordings or customer data as part of an optimisation project. In those cases the client remains the controller, we act as a processor, and the terms of that engagement apply instead.
When you use our enquiry form, we collect your name, your company name, your work email address, and anything you choose to write in the free-text box about your operation. This is delivered directly to our email inbox. The form does not build a public database or a marketing list.
When you contact us or we speak, we collect the content of your emails, messages and calls, along with any notes we make afterwards.
During an engagement, we collect the names, job titles and business contact details of the people we work with at your organisation, together with meeting notes and records of the commercial requirements we are helping you meet.
Automatically, when you visit the website, our hosting provider records standard server log information including your IP address, the type of browser and device you are using, the pages you view and the time of your visit. We do not currently use website analytics, advertising cookies or tracking pixels. See our Cookie Notice for detail.
We do not knowingly collect special category data (such as health or ethnicity data) and ask that you do not include it in your enquiry.
| What we do | Why | Legal basis under UK GDPR |
|---|---|---|
| Respond to your enquiry and arrange a call | To answer the question you have asked us | Legitimate interests: responding to a business enquiry you initiated |
| Understand your requirements and identify suitable contact centre providers | To deliver the service you have approached us for | Legitimate interests before a contract; performance of a contract once engaged |
| Introduce you to providers in our network (see section 5) | To find you a suitable provider | Legitimate interests, exercised only with your prior agreement to each introduction |
| Manage an ongoing engagement, including optimisation work | To perform our agreement with you | Performance of a contract |
| Send you occasional updates or insights about outsourcing | Marketing | Consent, or the "soft opt-in" where you are an existing client. You can opt out at any time |
| Keep accounting, tax and commission records | To meet our statutory obligations | Legal obligation |
| Establish, exercise or defend legal claims | To protect our position | Legitimate interests |
Where we rely on legitimate interests, we have considered whether our interest is overridden by your rights. Our view is that a professional wanting a reply to their own business enquiry, and being kept informed about a service they are actively considering, is what a reasonable person would expect. You can object at any time (see section 10).
This is central to how CXMatch works, so we want to be clear about it.
To find you a suitable provider we need to share information about your requirements with the contact centres in our network. That may include your company name, sector, the volumes and channels you need supported, your target locations and timescales, and the name and business email address of the person we should introduce.
We will not pass your details to any provider without telling you which providers we propose to approach and obtaining your agreement first. If you would rather we approached providers on an anonymous basis in the first instance (describing the requirement without naming your company), tell us and we will do that.
Providers in our network are separate businesses acting as controllers in their own right once introduced. Their own privacy notices govern what they do with your information from that point.
We do not sell personal data, and we do not share it with advertising networks.
Many contact centre providers in our network operate outside the UK, including in South Africa. Some of our own suppliers also store data outside the UK.
Where personal data is transferred to a country that the UK Government has not deemed to provide adequate protection, we put a lawful safeguard in place, normally the UK International Data Transfer Agreement (IDTA), or the UK Addendum to the European Commission's standard contractual clauses, supported by a transfer risk assessment.
You can ask us for details of the safeguards applying to any particular transfer using the contact details in section 1.
| Category | Retention period |
|---|---|
| Enquiries that do not lead to an engagement | 24 months from our last contact, then deleted |
| Client records and engagement correspondence | 6 years from the end of the relationship |
| Commission and accounting records | 6 years from the end of the relevant financial year, to meet HMRC requirements |
| Marketing contacts | Until you opt out, and we keep a minimal suppression record afterwards so we do not contact you again by mistake |
| Website server logs | Kept by our website host, Webflow, in line with its own retention policy |
We keep personal data in access-controlled business systems protected by strong authentication, we limit access to those who need it to do their job, and we require confidentiality from anyone acting on our behalf. No system is perfectly secure, but we take these obligations seriously and will notify you and the ICO where the law requires us to.
Under UK data protection law you have the right to:
To exercise any of these, email us at jess@cxmatch.co.uk. We will respond within one month. There is no charge in normal circumstances.
We do not make decisions about you by automated means, and we do not carry out profiling that produces legal or similarly significant effects.
If you are unhappy with how we have handled your personal data, please tell us first so we have the chance to put it right. You also have the right to complain to the Information Commissioner's Office at any time:
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
ico.org.uk
We will update this notice when our practices change. The version number and date at the top will tell you when it was last revised. Where a change materially affects how we use data we already hold, we will contact affected individuals directly.