Privacy Policy

Client & Customer Privacy Policy


Important information and who we are

Relay Technologies Limited (“Relay”) respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data and tell you about your privacy rights and how the law protects you. 

This privacy notice provides specific information on how Relay collects and processes your personal data. It is important that you read this privacy notice so that you are fully aware of how and why we are using your data. 

Relay is the data controller and is responsible for your personal data. Relay is registered with the Information Commissioner’s Office and its registration number is ZB489499.

Changes to the privacy notice and your duty to inform us of changes

We keep our privacy notice under regular review.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

How do we collect your personal information?

Relay collects personal information from business clients and customers in the following ways:

following requests or instructions to complete deliveries;

use of our services and website;

contact made with us for any reason including any enquiries or complaints;

completed Relay forms and receipts (including proof of delivery receipts);

completed customer satisfaction surveys;

reviews left on third party websites;

information entered or submitted via the Relay website;

for entrance to Relay’s sites.

What types of information do we collect?

Relay may collect, use, store and transfer different types of personal data about you. This includes information provided from our business clients, information you provide to us and information we create when providing services to you or for other customers. 

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

Our website is not intended for children and we do not knowingly collect data relating to children.

For more details of the personal data we process, and how this data is collected or obtained, see the table below.

Who do we share your personal data with?

Relay employees, contractors or agents may access information:

to provide delivery of items to you, or management of a service;

to process, deal or respond to any enquiry, complaint or other contact you have made with us;

to contact you regarding customer satisfaction surveys and reviews left on third party websites; 

to evaluate customer satisfaction surveys and reviews and improve service delivery; and

for troubleshooting and maintenance purposes.

Our Clients:

We share personal data with our business clients for the purposes of providing services to them, for example the provision of proof of delivery of items delivered to you on their behalf and status of delivery information for items we are delivering to you on their behalf.

Other Third Parties:

We use data processors who are third parties providing elements of services for us. We have contracts in place with our data processors. This means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any organisation apart from us. They will hold it securely and retain it for the period we instruct. 

We may share your data with other third parties (including the police, law enforcement agencies, credit reference and fraud prevention agencies and other bodies) to protect our or another person’s rights, property, or safety, in connection with the prevention and detection of crime.

In some circumstances we are legally obliged to share information. For example, under a court order or where we cooperate with a regulator undertaking an investigation into complaints or criminal conduct. We might also share information with other regulatory bodies in order to further their, or our, objectives. In any scenario, we’ll satisfy ourselves that we have a lawful basis on which to share the information and document our decision making and satisfy ourselves we have a legal basis on which to share the information.

We may transfer your personal data to the other following third parties:

Technology service providers – our partners who provide IT, applications and website services;

Verification service providers – our partners who provide address verification and address location data to improve the speed and accuracy of our delivery service;

Customer service providers – our partners who work with us to administer your delivery and provide you with any help you may need;

Third party delivery companies – our self-employed couriers and parcel firms who may deliver your goods on our behalf;

Regulators, lawyers, courts and or other governmental agencies or law enforcement agencies. Relay may be required to disclose certain personal information because it is required to by law or for the purposes of legal proceedings.

Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice. 

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. 

Transfer of Information Outside of the UK and EEA

In operating our services, it may become necessary to transfer the data that we collect from you to third parties and business partners who are located outside of the UK and outside the European Economic Area (EEA), for support, processing or maintenance of the purposes. Any such transfer of information will only be in connection with the services that Relay provides and for a purpose that is stated in the privacy notice. Relay will ensure that the information is protected to a level which meets the requirements of English law which may include, ensuring it has approved protections in place and/or having standard contractual clauses in place with the third party to ensure your rights are protected.

Will you be contacted for marketing purposes?

We send commercial e-mails to individuals at our business clients or other companies with whom we want to develop or maintain a business relationship in accordance with applicable laws. Individuals at our business clients can opt out of receiving marketing emails at any time by using the contact details at the end of this notice.

Relay does not conduct any form of direct marketing targeted at our customers though we may ask you for feedback on the performance of our services via customer satisfaction surveys.

We will not share your information with any third parties for the purposes of direct marketing.

How do we keep your data safe?

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. 

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How long do we keep your information for?

We will hold your personal information within a secure dedicated database for as long as is necessary to provide our delivery and other services to you. Once services are completed, we will determine how long to retain the different types of information about you based on our Data Management Policy (copies available on request) and the following requirements:

How long the information is needed for the specific purpose or purposes it is used for;

Legal and regulatory requirements – For example, if Relay is required to retain client and or customer records for an additional period of time in order to comply with a legal (including regulatory) requirement; and

To maintain records in the event of any potential or actual claims.

In some circumstances you can ask us to delete your data: see your legal rights below for further information.

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you. 


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What are your legal rights?

Under certain circumstances, you have rights under data protection laws in relation to your personal data:

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request. 

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: 

If you want us to establish the data's accuracy.

Where our use of the data is unlawful but you do not want us to erase it.

Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims. 

You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it. 

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you. 

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us on the contact details above. 

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. 

How can you exercise your legal rights?

If you wish to exercise any of your legal rights, please contact Relay on the details below.

How can you ask questions or raise concerns?

If you have any questions about this privacy notice or our privacy practices, please contact us on the details above.

Email address: [email protected]

Postal address: 63-66 Hatton Garden 5th Floor, Suite 23 London, EC1N 8LE

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK regulator for data protection issues ( We would, however, appreciate the chance to deal with your concerns before you approach the ICO so we ask that you contact us in the first instance on the details above.

Changes to this privacy notice

This privacy notice may be updated from time to time so you may wish to check it each time you submit personal information to Relay. The date of the most recent versions will appear on this page (see version control). We encourage you to check our privacy notice from time to time to ensure you understand how your data will be used and to see any minor updates. If material changes are made to the privacy notice we will provide a more prominent notice.

Version control

This privacy notice was last updated in: December 2022.