Privacy Notice & Information for Respondents

Respondent Privacy Notice of Facts International Ltd, in this notice, “we”, “our”, or “us” refer to Facts International Ltd

Company Number: 6064157 Registered in England and Wales

Our registered address is: PO BOX 70693, 62 Buckingham Gate, 3rd Floor, London, SW1P 9ZP

If you are reading this notice you have either already been contacted and taken part in a market research survey or you have been invited to take part, and before you participate you would like to know more about us, your privacy rights under the Data Protection Act and the General Data Protection Regulation (GDPR) the security of any information we hold about you and how we use your information.

Collection Methods

We collect research data using any of the below methods;

  • Telephone*
  • Email
  • Face to Face (In street, shop or home)
  • By post
  • Online Web Page
  • SMS – Text Message
  • IVR – Interactive Voice Response (self-service telephone call)

*Our communications centre issues the CLI (Caller Line Identification) of: +44 (0) 1233 648 537.

Who We Are

Facts International Ltd is an independent market research agency based in Ashford, Kent. Facts is part of the Insight and Engagement Division of Chime Communications Limited.


You can verify that we are a genuine market research agency by calling the MRS (Market Research Society) on Freephone 0800 975 9596.

Why/How Did We Contact You?

We may have called or contacted you (as listed under collection methods) because you are the customer of one of our clients. Our clients will have provided us with a list of their customers to contact and they would also decide on the subject matter of the survey that you have been asked to participate in. Normally these survey topics are based on a product or service that you have received and your subsequent experiences.

The exact nature of each study is communicated to you should you decide to take part in the survey, and each survey will vary in length dependent on the topic and the answers that you provide. The personal information that we hold which can identify you would normally be a combination of your name, telephone number, in some situations address, and/or email address.

Alternatively, when calling you, your number may have been generated randomly by a computer to enable us to conduct surveys across all regions and types of households to give a representative sample of respondents across the country, particularly when conducting opinion polls.

We sometimes use the services of a list database company, we only used approved suppliers who have been verified, authorised for use and have gathered the information in compliance with the DPA and GDPR, these services are normally used when contacting businesses.

Any partaking in a survey is completely voluntary and we will never pressure you to take part, you have the right refuse to participate.

Telephone Preference Service/Ex-Directory

If your telephone number is ex-directory and/or you’re registered with the Telephone Preference Service (TPS) you may think that we should not have called you;

When contact lists are provided by our clients, sometimes customers registered with the Telephone Preference Service (TPS) or listed as ex-directory still get called. Legally, we are allowed to do this. There is no legal requirement to screen research samples against the preferences services (such as the Telephone Preference Service) when conducting market research. The TPS is designed to prevent unsolicited sales calls. A market research survey is not a sales call.

Ex-directory status means that a named customer cannot be traced through telephone directories. In itself it is not a reason to not contact a customer for research purposes. If companies did not contact ex-directory customers for feedback then any market research they commissioned would not be truly representative of their customers. This is why customers who are ex-directory are sometimes included in the contact lists we are provided.


As part of our quality control processes, and for adherence to codes of conduct we may need to re-contact you for verification purposes, to ensure that the survey was conducted in a compliant manner and to monitor the performance of our interviewers. This normally takes place within a week of the initial participation and would be carried out by a member of our quality team.


If you take part in a survey we will never attempt to sell you anything, nor would we ever pass on your details to a third party. We are simply collecting information to aid our client in improving service standards and/or to gain an insight into your views.

Legal Basis

Our legal basis for processing your information is agreed with our clients to enable Facts International to carry out market research under legitimate interests of our client (the data controller) We may also use consent for some studies and this will be communicated to you.


We will treat all responses that you give with the utmost confidentiality, in some situations we may ask you if you would like your responses to be attributed to you specifically (this is normally to help the client respond or address any of responses where necessary) where this maybe the case we will only do this with your consent, you also have the right to refuse this option.

At no point will any of the information that you have provided be utilised for any other purpose other than that of research.

You should not incur any charges for taking part in a survey and all responses are gathered in adherence with the Market Research Society – Code of Conduct


We will always gain prior parental consent before conduct any surveys with children

Your Rights

Under the Data Protection Act and the new General Data Protection Regulation as produced by the EU Article 29 Working Party, you have the following rights;

  • The right to access data
  • The right to withdraw consent
  • The right to object to the processing
  • To restrict processing
  • To port data (if automated collection)
  • To rectify data held
  • To erasure of any personal data made public

Where you ask us to restrict processing – to not participate in the survey and not be contacted again, we would need to retain your telephone number to ensure that you are never contacted again. No other identifying information is ever stored within this suppression list.

If you would like to exercise any of these rights, you can do so by contacting our Data Protection Officer via the following;


Post:      The Data Protection Officer
3 Henwood,
TN24 8FL

Transfer of Data

  • We will never transfer your data to a third-party without informing you or gaining your consent to do so
  • We will not transfer your information outside of the UK

Security of Information

We have taken appropriate and stringent measures to ensure the security of our systems, services and to protect the integrity and accuracy of information processed or stored within those systems.

We only allow authorised employees to access specific data and we always operate a least privilege policy. We use the strongest encryption methodologies to further protect information and reduce any risks with handling, thus ensuring that sufficient safeguards are in place.

To further ensure that our security management systems are fit for purpose, we have been independently audited and hold the following security certifications;

  • ISO27001:2013 – Information Security Management
  • Cyber Essentials

We are also members of the Market Research Society Fair Data Scheme:

Where we use electronic systems to collect survey response, these systems undergo annual independent security testing to ensure maximum security safeguards are present and maintained.

Survey Collection and Storage

Depending on the type of study and the method of collection, the time that it takes to complete a survey can vary and be anywhere from 5 – 60 minutes, this time period could also fluctuate based on the length of any responses you provide. In all cases we will give you an estimate of the time it will take to complete the process.

Apart from postal surveys, all data collection is carried out using systems that are based within the United Kingdom. Only selected and authorised employees can access the data for analysis and quality purposes, the end client would normally have access to the finalised survey data sets.

We will not keep your data for any longer than is absolutely necessary, the normal retention period is six months from project completion. We will never use your data to send unsolicited mail, nor would we pass on your email address for the same.


Some types of survey could have an incentive offered (such as a shopping voucher or small payment) to participate, in most circumstance these incentives will be handled by us. In the case where the client will handle these incentives we will fully inform you first.

Further Information

We have been in the market research industry for over 32 years and have won various awards within that time, working with some of the UK’s leading brands. We hope that you have found this notice useful and we will happily respond to any requests or issues that you have.

You can find more information from the Market Research Society website:

You have the right to make a complaint to the Information Commissioner:

This notice was updated on the 24th May 2018, and will be updated from time to time.


  +44 (0) 1233 648 530 Get in touch