Post Office EasyID Website Privacy Policy

Last updated on: 16 September 2021

This privacy policy covers the easyidapp.postoffice.co.uk website (the “EasyID Website”), which is operated and hosted by Yoti Limited (you can call us “Yoti”) on licence from Post Office Limited.

We collect information from you through the EasyID Website, including:

• when you fill in any website ‘contact us’ forms or use a specific email address we have provided;
• when you provide your email address for specific purposes;
• when you provide us with feedback;
• through cookies and analytics.

Please note: when you contact Post Office Limited on social media, that information may be collected by the Post Office, but not by Yoti. For more information, please visit the Post Office’s Privacy Policy and Social Media Policy.

We provide different email addresses for help and support depending on your query. To contact us please see below for the different teams who receive your email. These teams will make sure your query gets to the right person and is answered appropriately.

hello@yoti.com: for all general queries and customer support. Your emails go to our front of house, who will redirect them internally as appropriate for a response, including to our Customer Support Team.

social.impact@yoti.com: for all queries for our Social Impact team.

privacy@yoti.com: for all privacy and data protection queries and rights requests. Your emails go directly to our Legal and Compliance team.

guardians@yoti.com: to contact our Guardian Council members directly. To learn more about the Guardian Council, click here.

If you spam or attack our e-mails or contact us forms, we will keep your contact details so we can filter out any further contact from you. This is necessary to prevent damage to our systems caused by spamming.

The EasyID Website may have opportunities for you to provide your email address so we can send you specific information, such as inform you when businesses in your area accept EasyID or when we launch a new feature.

We may also have options to provide feedback on EasyID or register your interest in doing user testing.

We will provide appropriate information on personal information collection and use on the relevant page, or link to the relevant section in this privacy information.

You can also provide feedback from within the EasyID app. These feedback messages go to our Customer Support team who will redirect them internally where necessary.

Across the EasyID Website and in communications sent to you we have app store buttons so you can click through to download the EasyID app.

We have analytics tags attached to these buttons so we can collect statistics on how many people click through and where they clicked through from. We cannot connect these statistics to any identifiable user.

On the EasyID Website you may see a pop-up asking for your location. We use this country-level information where we have different content for different countries so that we can present the right information for the country you are in. We don’t store any location information.

If you contact us through the EasyID Website, we will direct your query to the right place, and we always keep your personal information secure. Where we use other organisations to support our business we have contract terms in place that contain obligations on the other organisation to safeguard your information. We are currently looking into suppliers who use Privacy Shield to move to an alternative, given the recent CJEU decision that invalidated Privacy Shield.

If we decide or are obliged to send or store your personal information in another country, we will update this section to describe the protections we have put in place.

We use Zendesk for Customer Support queries. We keep queries for six months.

• Zendesk data location: US
• Transfer mechanism: processor BCR and Privacy Shield

We use Copper CRM for corporate customer contact details. We keep your details while we are in contact with you or you are our customer. We review inactive contacts after two years.

• Copper data location: US
• Transfer mechanism: Privacy Shield

We keep our marketing database in Amazon Web Services EU datacentres. We keep any contact details for 18 months. We use MailChimp to send e-mails.

• MailChimp data location: US
• Transfer mechanism: Privacy Shield

We may have your personal information in different parts of our business depending on your interaction with us through our websites. Please make any rights requests to privacy@yoti.com. If you can also set out the different interactions you have had with us, that will help us find your information more quickly.

You are entitled to know what personal information we hold about you and to receive a copy of it. In most cases this will be information you have provided us through the EasyID Website.

As set out in the ‘Analytics’ section, we get Advertising IDs from Adjust along with event information such as ‘installed app’, ‘completed registration’ and so on. If you want to access this information about your device, you will need to provide us with the Advertising ID from your phone, as that is the only way we can search for the information.

The information we collect is de-identified and aggregated and it is not possible to search or get the information using your name or your phone’s identifiers (for example, the IMEI number which is like a serial number for your phone). So we cannot provide you with this information as it is not linked to you specifically

You are entitled to correct personal information we hold about you that is inaccurate.

In certain circumstances you are entitled to ask us to delete the personal information we hold about you.

In certain circumstances you are entitled to object to Yoti processing your personal information. This right is most likely to apply to direct marketing we send you. You will always be able to object to any marketing in every message and if you do so we will add you to our suppression list to make sure we do not contact you again.

In certain circumstances you are entitled to ask us to restrict our processing of your personal information.

You can ask us to do this if:

• you dispute the accuracy of your personal information;
• our processing is unlawful but you prefer restriction to deletion;
• we no longer need the information but you need it for legal reasons; or
• you have objected to our processing and we are still dealing with this objection.

If you want to contact us about your restriction rights, please email: privacy@yoti.com

In certain circumstances, you are entitled to receive the personal information you have provided us in a structured, commonly used and machine-readable format.

You can also complain to the Information Commissioner’s Office (ICO) who is responsible for making sure that organisations comply with the law on handling personal information. https://ico.org.uk/global/contact-us/

A cookie is an online technology where a small file asks permission to be placed on your computer. Cookies help us know who you are when you visit the EasyID Website. Cookies do not contain any information that identifies you personally. This helps us to provide you with a good experience when you visit the EasyID Website, and allows us to improve the Easy ID Website.

Analytics are looking at trends and/or breaking down things into smaller parts to analyse them in detail and make conclusions about the data.

Understanding how people use the EasyID Website is essential. We need to know what’s working, and what isn’t, so we can improve. As a business, we need to know how many people are using the EasyID Website, where they are in the world, and which aspects are most popular.

We collect information about your device and your use of the EasyID Website using third-party analytics. We de-identify and aggregate the information we collect so we can’t identify you personally. Unlike most other companies, we don’t build individual profiles of the people who use the EasyID Website. We simply look for trends and patterns to inform business decisions.

See below for the specific analytics we use on the EasyID Website.

These track activity on the EasyID Website such as when a user completes an activity (for example, clicking through, completing a web form, downloading the EasyID app). We use this information for things like determining which platform users come to Yoti from, understanding what actions users take once they arrive at Yoti, and attributing leads back to ad campaigns.

For more information, please see:

• Facebook: https://www.facebook.com/business/help/651294705016616
• Twitter: https://business.twitter.com/en/help/campaign-measurement-and-analytics/conversion-tracking-for-websites.html 
• Google Adwords: https://support.google.com/adwords/answer/1722054?hl=en-GB or https://tools.google.com/dlpage/gaoptout/
• Taboola: https://help.taboola.com/hc/en-us/articles/360003469854-Taboola-Pixel-Overview
• Outbrain (business landing pages): https://www.outbrain.com/help/advertisers/what-is-outbrain-amplify/
• LinkedIn Insights: https://www.linkedin.com/help/linkedin/answer/65521

We use this to connect the pixels and trackers from advertising networks and channels to the EasyID Website. If you arrive at the EasyID Website from a particular platform that we advertise on, GTM allows us to understand where you came from so we can determine which adverts are more successful at bringing people to the EasyID Website. GTM also allows us to understand if you went on to complete an action on the EasyID Website, such as downloading the EasyID app.

We collect the following information when you use the EasyID Website:

• IP address (truncated to country or city level).
• Browser type and version.
• Operating system.
• Length of visit, page views, website navigation and any other related browsing activity.

VWO anonymously tracks where people click on the EasyID Website allowing Yoti to generate a diagram highlighting the most active areas, as well as count how many times users click on a certain link or button. We use this technology to understand how people use the EasyID Website and to test different content, so that we can improve the websites.

We use this performance and analysis technology on the EasyID Website where there is an app store button or other click through to install the EasyID app. This allows us to track and analyse which marketing channels or sources, and which adverts, are producing the best results in directing users to download the EasyID app, and to help us understand how our users are using the EasyID app.

Please see the ‘Analytics’ heading in the EasyID app under ‘More’ > ‘Settings’ > ‘Account Settings’ for more information on Adjust.