Privacy Policy
Last updated: 1st September 2025
ICAN Support Limited (“we”, “us”, “our”) provides IT support and related services in the UK. PC Expert is a trading name of ICAN Support Limited.
This Privacy Policy explains how we collect, use, store, and share your personal data when you visit our website https://icansupport.co.uk or when you engage us for IT support services.
We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, and all relevant data protection laws.
1. Who we are
Company name: ICAN Support Limited
Website: https://icansupport.co.uk
Address: 40 Woodhead Road, Read, Burnley, Lancashire, BB12 7PH
Company number: 07426508
Email: contact@icansupport.co.uk
Phone: 01282 503202
If you have questions about this Policy or your data, please contact us using the details above.
2. Information we may collect
We collect personal data in the course of:
Providing IT support services to clients;
Operating and securing IT systems;
Communicating with clients, suppliers, and website visitors.
This may include:
| Type of Data | Examples |
|---|---|
| Identity Data | Name, job title, company name |
| Contact Data | Email address, telephone number, postal address |
| Client Account Data | Login credentials, system IDs (only where provided for IT support purposes) |
| Technical Data | Device details, IP address, error logs, system performance data |
| Usage Data | How you use our Website and services |
| Communications Data | Emails, phone records, support tickets |
| Marketing Preferences | Your choices about receiving updates from us |
We do not collect special category data (such as health information) unless it is strictly necessary and with your consent.
3. How we collect personal data
Directly from you – e.g. when you request IT support, submit a ticket, call us, or fill out a web form.
From your organisation – if you are an employee of a business that uses our services.
Automatically – via monitoring systems, diagnostic tools, and cookies when you use our Website.
Third parties – such as service providers, software vendors, or partners where relevant to IT services.
4. How we use personal data (purposes & lawful bases)
| Purpose | Examples | Lawful Basis |
|---|---|---|
| Delivering IT support services | Troubleshooting issues, remote access, system monitoring | Performance of contract |
| Communication | Responding to enquiries, updating on support requests | Legitimate interest / contract |
| Security & compliance | Monitoring systems, preventing cyber threats, backup and recovery | Legal obligation / legitimate interest |
| Improving services | Analysing usage, client feedback, system diagnostics | Legitimate interest |
| Marketing (optional) | Sending updates, newsletters, service announcements | Consent (where required) |
| Legal & regulatory | Record keeping, audits, compliance with laws | Legal obligation |
5. Cookies & website tracking
We use cookies to improve site functionality, analyse traffic, and secure our Website.
Non-essential cookies (such as for analytics) will only be used if you consent.
You can manage cookies via your browser or our cookie banner.
6. Sharing your data
We may share your personal data with:
IT infrastructure providers (e.g. hosting, backup, monitoring, cloud services);
Software vendors where needed for troubleshooting or licence management;
Professional advisers (e.g. accountants, insurers, auditors);
Regulators or law enforcement if legally required.
We do not sell your data to third parties.
7. International transfers
If IT systems or cloud providers store data outside the UK, we will ensure adequate safeguards are in place (e.g. UK adequacy decisions or standard contractual clauses).
8. Data retention
Support records and technical logs are typically kept for up to 7 years to meet legal, contractual, and operational requirements.
Website enquiry data is usually kept for up to 2 years.
Marketing preferences are kept until you opt-out.
When data is no longer required, we securely delete or anonymise it.
9. Your rights
Under UK GDPR, you have rights including:
Access to your data;
Correction of inaccurate data;
Erasure (in certain cases);
Restriction of processing;
Data portability;
Objection to processing (e.g. marketing);
Withdrawal of consent (where consent is the basis).
Contact us at [Insert email] to exercise these rights. You may also complain to the ICO (see Section 12).
10. Security
As an IT services provider, we take data security seriously. Measures include:
Encryption of data in transit and at rest (where appropriate);
Multi-factor authentication for access to systems;
Regular patching and updates;
Secure remote support tools;
Staff training on data protection and cybersecurity.
11. Children
Our Website and services are intended for business and professional use. We do not knowingly collect data relating to children.
12. Complaints
If you have concerns, please contact us first. You can also contact:
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Phone: 0303 123 1113
Website: https://ico.org.uk
13. Updates to this Policy
We may update this Privacy Policy from time to time. The most current version will always be available on our Website.