Cookie Policy

Privacy and Cookie Notice for ITV Studios Limited, trading as MultiStory Media

Last updated: 18 June 2026

Contents

  1. About this Notice
  2. What information do we collect
  3. Why we use your personal data
  4. How long do we retain your personal data
  5. Who do we share your data with
  6. International transfers
  7. How we keep your personal data safe
  8. Your rights
  9. Links to third party sites
  10. Cookies and similar technologies
  11. What are cookies and similar technologies
  12. Why do we use cookies and what types of cookies do we use
  13. How to manage cookies
  14. Contact us
  15. Changes to this Notice

  • About this Notice

This Privacy and Cookie Notice (this “Notice”) describes how ITV Studios Limited, trading as MultiStory Media, including its parent, subsidiaries and affiliates (“we”, “us” or “our”) collect, use, and share your personal data as a controller in connection with your use of our website. This Notice describes the rights and choices you have in relation to our processing of your personal data. We have also included information about our use of cookies and similar technologies in section 10.

  • What information do we collect

Personal information which you provide to us includes: Information you share when you contact us, such as:

  • title and full name
  • email address
  • mobile number
  • address (including postcode)

  • Why we use your personal data

We have set out in more detail each purpose, legal basis we rely on and the categories of personal information we use for each processing activity in the section below. Sometimes more than one legal basis will apply.

 

 

Purpose Legal bases Personal data we use
To handle your queries and complaints:

  • handling and tracking them through to resolution, including (when you call us) monitoring or recording your calls for quality assurance, 
  • to improve our customer services, dispute resolution and fraud prevention and detection.
  

Necessary to perform our contract with you (i.e., the terms of use applicable to this website).

To pursue our legitimate interest to operate this website. 

 Information you share when you contact us.
To establish, exercise or defend legal claims. Necessary to perform our contract with you (i.e., the terms of use applicable to this website).

To pursue our legitimate interest to operate this website. 

To comply with our legal obligations.

 Information you share when you contact us.
To enable you to access and use our website and its core features. Necessary to perform our contract with you (if any).

To pursue our legitimate interest to operate this website.

 Account login details (if any), IP address, device type, and usage data.

  • How long do we retain your personal data

We keep your personal data where we have an ongoing legitimate or lawful need to do so. When we no longer have a legitimate or lawful need to keep your personal data, we will delete it or anonymise it.

  • Who do we share your data with

For the purposes described in this Notice, we sometimes share your personal data with: 

  • our affiliated companies,
  • unaffiliated companies or individuals we may hire or work with that provide us with professional advice, business support, or perform services on our behalf, to conduct the purposes noted above,
  • to any other party with your prior consent to do so.


We may combine all the information we collect from or receive about you for the outlined purposes. We may aggregate or de-identify your information and may use or share aggregated or de-identified information for any purpose, and such information is not subject to this Notice.

If there are changes to our business (such as a re-organisation or restructuring), your personal data will remain subject to this Notice (as amended from time to time). However, where your personal data is transferred to a new owner following a merger or acquisition it may be subject to a different privacy notice. Such a transaction could involve us: (i) retaining the right to continue to use transferred personal data in addition to the right of the new owner to use such information; and (ii) engaging in additional transfers of personal data (including new personal data) with the new owner from time to time following such a transaction.

 

We, or the new owner, will provide notice to you before any of your personal data becomes subject to a different privacy notice. 

  • International transfers

We work with service providers or other third parties who may be based outside the UK and with whom we may share your data. If we need to make such transfers, we will ensure that your personal data is protected in line with UK data protection laws. 

This means we only transfer your personal data where it is permitted under UK data protection laws. The main transfers take place if: 

 

  • the UK government has determined the country has an adequate level of data protection, 

 

  • standard data protection clauses (which have been ‘adopted’ by the UK government or European Commission) are in place with the service provider or third party, or

 

  • we can rely on one of the specified exceptions. 

 

We may also take steps to identify and use additional protections as appropriate for each data transfer. For example, we may require the use of:

 

  • technical protections, such as encryption and pseudonymisation (which means making sure personal data can no longer be linked to you without the use of additional information) and

 

  • policies and processes to challenge disproportionate or unlawful foreign government or other authority requests.

 

We review our service providers before we use them and also ensure that they are only allowed to access the information they need to perform the services we request.

  • How we keep your personal data safe

We’re committed to protecting your personal data and keeping it secure, private and confidential. We put in place appropriate technical and organisational measures to help protect the security of your personal data. Unfortunately, no measures can ever be completely secure. We have implemented various safeguards to protect against unauthorised access and unnecessary retention of personal data in our systems. These include pseudonymisation, encryption, restricting access, and retention policies.

  • Your rights

We are committed to respecting the rights that individuals are entitled to under data protection laws in the UK. These are:

  • the right to be informed of the personal information we collect and process about you and how we do that (as set out in this Notice),
  • the right to request a copy of the personal information we hold about you. To do this, please email us using the email address set out below making clear that you are requesting a copy of your personal information and including full details of what you require. You may also be required to submit a proof of your identity.
  • the right to object to your personal information being processed where the legal basis for the processing is our own legitimate interests as a business (see section 3 above). We will comply with such a request unless there is a lawful reason for not doing so, such as when we need to continue to process your information to defend a legal claim,
  • the right to rectification. You may request that we correct any inaccurate and/or complete any incomplete personal information,
  • the right to withdraw consent. Where we are processing your personal information on the basis that you have given us your consent to do so, you may withdraw your consent at any time.
  • the right of erasure. Where permitted by applicable data protection laws, you may request that we erase your personal information and we will comply, unless there is a lawful reason for not doing so,
  • the right to data portability in certain circumstances,
  • where we make automated decisions by a machine without human intervention, you may have the right to not be subject to a decision that is only based using automated processing if the decision affects your legal rights or other equally important things,
  • you can complain to us if you believe we have infringed data protection legislation in how we process your personal data at [email protected]. 
  • the right to lodge a complaint with the supervisory authority. If you remain unsatisfied with our response, you can contact the Information Commissioner’s Office via their website (https://ico.org.uk). 

  • Links to third party sites

Our service may include links to other sites, products, or services that we do not own and are not operated by us, and whose privacy practices may differ from our own. If you click a third party link, you will be directed to that third party’s site. If you submit personal data to any such third party sites or otherwise submit personal data to such third parties, your information is governed by the pertinent third party’s privacy policies. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third party sites or services, and this Notice does not apply to your activities on any third-party sites or services or any information you otherwise disclose to any third parties. We encourage you to carefully read the privacy policy of any site you visit.

  • Cookies and similar technologies

This section describes how cookies and similar technologies are used to support our website and the controls which may be available to you. We may also use other technologies that do not rely on cookies to store or access information on your device. 

  • What are cookies and similar technologies

  • cookies are small text files stored by your browser (a browser is the software on your device which enables you to access the internet). The cookie stores a unique identifier (a string of random characters) so that your browser can be singled out from other browsers to show you the information you want (for example, the episode of the programme you want to watch on our streaming service). And it is often used to link your browser to databases that hold data about your online behaviour and inferred interests, along with other data such as your IP address or device ID,
  • other types of storage, such as local or “HTML” storage. Some of our services use local storage technologies that are similar to cookies but enable larger amounts of data to be stored. This means we can store information like your preferences on your device rather than on our own systems, and
  • pixels are embedded code to recognise your browser and record your interactions with emails, online content or ads.

From now on we will refer to these technologies collectively as ‘cookies’. Cookies are typically used by websites or where apps have embedded web browsers which allow them to access the internet.  

  • Why do we use cookies and what types of cookies do we use

Essential: these cookies are necessary for our service to work. Without these cookies, we can’t provide you with our core functionalities and associated services such as login and security, so these are not optional. Some of these types of cookies also provide you with features which you choose to use. They may also help with the following:

  • when you visit our website, we’ll remember your cookie consent preferences, so you don’t have to select them again the next time you visit,
  • to keep our site and your personal data secure,
  • we may collect anonymous data on how you use our services in order to make improvements and to identify and fix any technical issues.

 

Performance and Functionality: these are used to produce reports to help us improve our site and measure how well new features or functionalities perform.

 

We also use Google Analytics which is an analytics and measurement service provided by Google. Google Analytics sets a cookie in order to evaluate use of our service, where we have implemented it, and compile a report for us. Google Analytics records visits to our website to help us know:

  • the date and time of visits,
  • how many active users we have at any given time, 
  • what browsers are used (so we can maximise compatibility), 
  • the country or region where our users are located, 
  • we may also use this cookie to derive demographics and interests data for analytics purposes only. 

You can find out more about how Google uses data  at https://policies.google.com/technologies/partner-sites?hl=en-GB. You can also install a browser plugin – https://chrome.google.com/webstore/detail/google-analytics-opt-out/fllaojicojecljbmefodhfapmkghcbnh?hl=en-GB to opt out from Google Analytics across all websites you visit (including our website).

 

Targeting: These cookies are used to build a profile of your online behaviour and interests to show you ads, about ITV products and services that we think you will like, in ITV services and also on other websites and services (including social media platforms) that you use. We use cookies which generate unique identifiers of your browser and/or device so that we can identify you or people who are similar to you who are also using other platforms or services (for example social media). This helps us to understand whether our marketing or promotions on third party platforms or services have been effective and to know whether people who see our marketing or promotions then come to use ITV services. We then use this information to help us make decisions about which third party platforms or services we should advertise on. These cookies also allow us to understand the effectiveness of our marketing and promotional emails (for example, whether you viewed or clicked on one of our emails and what you might have clicked on next). You can opt out of targeting cookies but you may still see ads, but they may be less interesting or relevant for you.

We do not have any control over the data collection and use practices of third party platforms. You should read and understand their respective privacy notices:

Meta (Facebook): https://www.facebook.com/privacy/policy 

Meta (Instagram): https://privacycenter.instagram.com/policy?__coig_consent=1

Google: https://policies.google.com/privacy?hl=en-US

Tik Tok: https://www.tiktok.com/legal/page/eea/privacy-policy/e.

  • How to manage cookies

Please be informed that you have the following controls in our services:

  • cookie settings: these enable you to choose what data is stored on or collected from your device and control how this data may be used.

You can choose how cookies (across all websites) are handled on your device via your browser settings including to block or delete all cookies or just third party cookies. Each browser manufacturer is different, so check the “Help” menu of your browser to learn how to change your cookie preferences.

  • Contact us

If you have any questions, concerns or complaints about this Notice or our privacy practices, please contact us at [email protected] or write to us at  ITV UK Data Protection Officer, ITV plc, ITV White City, 201 Wood Lane, London, W12 7RU. 

  • Changes to this Notice 

 

We may change this Notice from time to time and we will notify you by revising the “Last Updated” date at the top of this Notice. If we change this Notice in a way that we believe materially affects how we process your personal data, we will provide you with advance notice such as via email or by posting a notice on the website, if applicable.