Privacy Policy

Lothian Broadband Privacy Policy 

This document will explain how Lothian Broadband uses the personal data we collect from you when you use our website. 


What data do we collect?
How do we collect your data?
How will we use you data?
How do we store your data?
What are your data protection rights?
What are cookies?
How do we use cookies?
What types of cookies do we use?
How to manage your cookies
Smart Wi-Fi Powered by Plume Homepass Customers
Privacy policies of other websites
Changes to our Privacy Policy
How to contact us
How to contact the appropriate authorities

What data do we collect? 

Lothian Broadband collects the following data: 

  • Personal identification information (name, email address, phone number, address etc)

How do we collect your data? 

You directly provide Lothian Broadband with most of the data we collect. We collect data and process data when you: 

  • Register online or make an enquiry about our services
  • Voluntarily complete a customer survey or provide feedback via email, social media or over the telephone. 
  • Use or view our website via your browser’s cookies. 

How will we use your data? 

Lothian Broadband collects your data so that we can:

  • Process your order, carry out a survey, connect your property, manage your account. 
  • Email you with special offers on other products and services we think you might like. 

How do we store your data? 

Lothian Broadband securely stores your data at our office: 2nd Floor, Poldrate Granary, Haddington, EH41 4DA, using password protected laptops with up-to-date anti-virus software. 

Lothian Broadband will keep your contact details whilst you remain a customer and will delete your data from our system when your contract terminates and your information is no longer required to manage your account, unless requested otherwise. 


You have the right at any time to stop Lothian Broadband from contacting you for marketing purposes.

If you no longer wish to be contacted for marketing purposes please email and we will remove you from our mailing list.  

What are your data protection rights? 

Lothian Broadband would like to make sure you are fully aware  of all your data protection rights. Every user is entitled to the following:

  • The right to access – You have the right to request Lothian Broadband for copies of your personal data. We may charge you a small administration fee for this service. 
  • The right to rectification – You have the right to request that Lothian Broadband correct any information you believe is inaccurate. You also have the right to request Lothian Broadband to complete information you believe is incomplete. 
  • The right to erasure – You have the right to request that Lothian Broadband erase your personal data, under certain conditions. 
  • The right to restrict processing – You have the right to request that Lothian Broadband restrict the processing of your personal data, under certain conditions. 

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us at our email:, by phone: 01620 698001 or write to us at: Lothian Broadband, 2nd Floor Poldrate Granary, Haddington, East Lothian, EH41 4DA. 

What are cookies? 

Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. When you visit our website, we may collect information from you automatically through cookies or similar technology. 

For further information, visit

How do we use cookies? 

Lothian Broadband uses cookies in a range of ways to improve your experience on our website, including: 

  • Keeping you signed in
  • Understanding how you use our website

What types of cookies do we use? 

There are a number of different types of cookies, however, our website uses:

  • Functionality – Lothian Broadband uses these cookies so that we can recognize you on our website and remember your previously selected preferences. These could include what language you prefer and location you are in. A mix of first-party and third-party cookies are used. 
  • Advertising – Lothian Broadband uses these cookies to collect information about your visit to our website, the content you viewed, the links you followed and information about your browser, device, and your IP address.

How to manage cookies

You can set your browser not to accept cookies, and the above website tells you how to remove cookies from your browser. However, in some cases, some of our website features might not function as a result. 

Smart Wi-Fi Powered by Plume Homepass Customers

Lothian Broadband Networks Limited Smart Wi-Fi service is provided in partnership with Plume. The use of our Smart Wi-Fi service requires following Plume’s terms of service. These terms can be found by following this link:

Your privacy is of paramount importance to us. 

Everything we do at Lothian Broadband Networks Limited, from the services we offer to the way we run our business, is done to earn your trust. Your personal privacy is very important to us, and we take the goal of protecting and defending your privacy very seriously. 

You have control over your data. 

Privacy mode allows you to limit Plume and Lothian Broadband Networks Limited’s access to your information. However, be careful, as this also means you lose some of our important security features. 

You have the right to be forgotten. Just let us know and we will clear your Plume data history. 

We can send you your Plume data logs whenever you would like. 

Your personal data stays personal. 

Our technology analyses data with the sole purpose of improving your experience and protecting you online. 

Our security features block potentially malicious sites. We only show these blocked sites in the Plume HomePass app to you, the user. 

Access to your data is restricted to Plume and Lothian Broadband Networks Limited employees on a need-to-know basis and subject to strict access controls. Our employees only see your data to improve your experience, for example, to assist you on a customer support call, and only after asking you first. 

Privacy Policies of other websites

The Lothian Broadband website contains links to other websites. Our privacy policy applies only to our website, so if you click on a link to another website, you should read their privacy policy. 

Changes to our privacy policy

Lothian Broadband keeps its privacy policy under regular review and places updates on this web page. This privacy policy was last updated on 16th September 2019. 

How to contact us

If you have any questions about Lothian Broadband’s privacy policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us. 


Telehone: 01620 698001 

Lothian Broadband
2nd Floor Poldrate Granary
East Lothian
EH41 4DA

How to contact the appropriate authority

Should you wish to report a complaint or if you feel that Lothian Broadband has not addressed your concern in a satisfactory manner, you may contact the Information Commissioner’s Office. 

The Information Commissioner’s Office – Scotland
45 Melville Street

Telephone: 0303 123 1115