The One Solution – Privacy Policy
Oct 8, 2026 · @Marshall
1. Who we are
This policy explains how The One Solution collects, uses and protects personal information when you visit www.theonesolution.co.uk, contact us, or become a customer. We keep it in plain English, because that's how we do everything else.
The One Solution is the trading name of Headwave Ltd, registered in England and Wales under company number 10263560. Our registered office is Solutions House, 9 Springwell Court, Holbeck, Leeds LS12 1AL. We are registered with the Information Commissioner's Office (ICO) under registration number ZB343668.
For the personal information covered by this policy, we are the data controller. That means we decide how and why it is used, and we're responsible for looking after it under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
Our data protection lead is Marshall Frieze, Managing Director. You can reach him at hello@theonesolution.co.uk or on 0330 094 5545.
2. What we collect
We only collect what we need to quote, supply and support your services. Most of the people we deal with are business owners, directors and staff at UK businesses.
| Where it comes from | What we collect |
|---|---|
| Contact form, phone, email, WhatsApp | Name, email address, phone number, company name and whatever you tell us in your message |
| Quotes and bill reviews | Your current provider, tariffs, contract end dates, usage and bills you send us to compare |
| Becoming a customer | Business name and address, company or sole-trader details, named contacts, billing and bank details for Direct Debit, user names and numbers on each line, and device orders |
| Credit and identity checks | Details the networks and their credit reference agencies need to approve a business contract, such as directors' names, home addresses and dates of birth |
| Account management and support | Recordings of some phone calls, plus records of calls, emails and support requests, plus service and usage information passed to us by the networks and suppliers we work with |
| Mobile buyback | Device make, model, IMEI and condition, proof of ownership, and the bank details we pay you into |
| Newsletter sign-up | Your email address and your consent to hear from us |
| Visiting our website | IP address, browser and device type, pages visited and time on site, collected through cookies (see section 6) |
We don't ask for sensitive information such as health, religion or ethnicity. Please don't include it in messages to us.
3. How we use it, and why we're allowed to
UK data protection law says we need a lawful basis for everything we do with your information. Here's ours.
| What we do | Lawful basis |
|---|---|
| Reply to enquiries and prepare quotes | Steps before entering a contract, or our legitimate interest in answering business enquiries |
| Set up, supply and bill your services | Performance of a contract |
| Pass details to networks for credit checks and connections | Performance of a contract, and the network's legitimate interest in preventing fraud and bad debt |
| Provide support and manage your account | Performance of a contract |
| Buy back your devices and pay you | Performance of a contract |
| Keep accounting, tax and audit records | Legal obligation |
| Prevent fraud and protect our business | Legitimate interests |
| Send our newsletter | Consent, which you can withdraw at any time |
| Tell existing business customers about similar services | Legitimate interests, with an opt-out in every message |
| Use non-essential cookies on our website | Consent, given through our cookie banner |
Where we rely on legitimate interests, we've weighed them against your rights and kept our use to what you'd reasonably expect from a telecoms partner.
We record some phone calls for staff training and quality monitoring, based on our legitimate interest in keeping our service standards high and resolving disputes fairly. We'll let you know when a call may be recorded. Recordings are kept for up to 6 months, then deleted, unless we need one to resolve a complaint.
If you're a sole trader or partnership, we'll only send you marketing emails if you've opted in or you're an existing customer who hasn't opted out. Every marketing email includes an unsubscribe link, or you can just tell us.
We never sell your information, and we don't use it for automated decision-making. Credit decisions on network contracts are made by the networks themselves.
4. Who we share it with
We only share information when we need to deliver your services, run our business or meet the law.
- Mobile networks, VoIP and broadband providers (including 8x8 for cloud phone systems) to connect, manage and support your services. They also act as controllers for the services they provide, so their own privacy notices apply.
- Credit reference and fraud prevention agencies, via the networks, when a business contract needs a credit check.
- Device distributors and refurbishers to fulfil hardware orders and process buyback devices.
- Energy suppliers and partners, only if you ask us to look at your business energy.
- Service providers working on our behalf, such as our website platform, email, CRM, billing, accounting and IT support. They act on our instructions and are bound by contract to keep your data secure.
- WhatsApp (Meta), if you choose to message us through the WhatsApp button on our site. Meta's privacy policy applies to that chat.
- Professional advisers such as our accountants, auditors, insurers and solicitors.
- Law enforcement, regulators and courts where the law requires it.
- A buyer or investor, if all or part of our business is ever sold or restructured, under the same protections set out here.
5. Data on devices you sell back to us
Before you send us a device, please back it up, sign out of all accounts (including Apple ID / iCloud and Google), remove SIM and memory cards, and factory reset it.
We don't access, copy or keep any personal data left on a buyback device. Every device is data-wiped to a recognised erasure standard before it is resold, refurbished or recycled, either by us or by our certified processing partner. We can provide an erasure certificate on request.
We keep the device's IMEI and ownership records so we can check devices aren't lost or stolen, and to meet our record-keeping obligations.
6. Cookies
Cookies are small files stored on your device when you visit a website. We use:
- Essential cookies that make the site work, such as remembering your cookie choice and keeping forms secure. These don't need your consent.
- Analytics cookies (such as Google Analytics) that tell us which pages are useful, so we can improve the site. We only set these if you accept them.
You can change your choice at any time through the cookie settings link at the bottom of every page, or by clearing cookies in your browser.
Our site links to Facebook, X (Twitter), LinkedIn, TikTok and WhatsApp. If you click through, those platforms may set their own cookies under their own policies.
7. Data outside the UK
Most of our data is held in the UK. Some of our service providers, such as our website platform, email and analytics tools, may store data in the EU or the USA. When that happens, we make sure it's protected by UK adequacy regulations, the UK Extension to the EU-US Data Privacy Framework, or the ICO's approved International Data Transfer Agreement or Addendum.
8. How long we keep it
| Information | How long |
|---|---|
| Enquiries that don't become customers | 2 years from our last contact |
| Customer account, contract and billing records | Length of your contract plus 6 years |
| Buyback records (IMEI, ownership, payment) | 6 years |
| Newsletter subscribers | Until you unsubscribe |
| Website analytics data | Up to 14 months |
After that, we securely delete or anonymise it.
9. Keeping it secure
We protect your information with access controls, strong passwords and two-factor authentication on our systems, encrypted connections, and staff who are trained in handling customer data. Access is limited to the people who need it to do their job.
No system is ever completely secure, however if we have a data breach that puts you at risk, we'll tell you and the ICO as the law requires.
10. Your rights
Under UK data protection law you have the right to:
- ask for a copy of the information we hold about you
- have inaccurate information corrected
- have your information deleted, where we no longer need it
- restrict or object to how we use it, including any marketing, at any time
- receive information you gave us in a portable format
- withdraw consent you've given, such as for the newsletter or cookies
To use any of these rights, email hello@theonesolution.co.uk or call 0330 094 5545. We'll respond within one month and there's no charge. We may need to confirm your identity first.
Some rights have limits. For example, we may need to keep billing records for tax purposes even if you ask us to delete them, however we'll always explain why.
11. Complaints
If you're unhappy with how we've handled your information, please tell us first and we'll put it right. If you're still not satisfied, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
12. Changes to this policy
We'll update this policy when our services or the law change. The latest version will always be on this page, with the date it was last updated.
Last updated: 12.10.26
