Cookie Policy

Cookies and Tracking Technologies

The aim of this Cookie and Tracking Technologies Policy is to help you understand how It's All About the Customer Limited (a company registered in England with company number 10782184), trading as Customer First Group ("Customer First Group", “we”, “us” or “our”) uses cookies on our website  and what cookies are. For more information on the specific cookies Customer First Group uses, please see our Cookie List below. For more information on how your information is collected by Customer First Group, please see our Privacy Policy

What are cookies and how do we use them?

This policy is split into four sections:

  1. What are cookies and tracking technologies?
  2. The cookies and tracking technologies we use now and how to delete them
  3. Our classification of cookies
  4. Our main technology partners

1. What are cookies and tracking technologies?

Where we talk about cookies on our website, we mean browser cookies.

What is a cookie?

A cookie is a text file containing a small amount of data which is downloaded to your computer or other device when you visit our website.  Cookies are useful because they help us arrange the content and layout of our website and recognise those devices that have accessed our website before. They allow us to remember your preference settings and play an important role in helping us enhance the usability and performance of our website and your experience using them. Some cookies are also essential to enable you to move around our website and use its features. They also help us identify which parts of our website are the most popular and the types of journey visitors have to our website.

The two types of cookies we and/or our technology partners use are known as session cookies and persistent cookies.

  • A session cookie is used each time you visit our website to give you a session ID. We use this type of cookie to link your actions on our website and each session cookie will only last for a browser session, at the end of which it will expire.  Each browser session will start when you open your browser window and finish when you close your browser window.  After your visit to our website all session cookies are deleted. Each time you visit our website you will have a different session ID.

  • A persistent cookie allows the preferences or actions of the user across a site (or across different sites) to be remembered. It has a longer lifetime than a session cookie and lasts for the period of time specified in the cookie (this will vary from cookie to cookie). This type of cookie will not be deleted when you close your browser window and will be stored on your computer or other device. It will be activated every time you visit a website which created that particular persistent cookie.

A list of all the cookies that we and technology partners use can be found in our Cookie List below.

2. The cookies and tracking technologies we use and how to delete them

The cookies we use on our website are broken down into four categories — strictly necessary, advertising or tracking, performance and functionality. For further details see section 3 below. Strictly necessary cookies are needed for our site to function, and can therefore not be turned off. All other cookies can be turned off, if desired. Please remember — if you do delete all your cookies, some features of our websites, such as remembering your login details, will not work and your experience on our websites may be affected.

You can select what cookies will be placed on your device by changing your browser settings — please see section 7 below on how to do that [insert link to section below]. If you are unsure of your cookie settings, we recommend visiting the websites, and, which give you detailed step-by-step guidance on how to control cookies depending on your browser type. You can then adjust your browser settings to your preferred level of protection.

We have included links to the privacy and cookie policies of our technology partners in our Cookie List further down this page so that you can control the cookies they place more easily.

3. Our classification of cookies

Strictly necessary

These cookies are essential to enable you to move around our website and use its features. Without these cookies, services you have asked for (such as signing in to your account), cannot be provided and our website won’t work properly.

Advertising or Tracking

We do not accept advertising from any other organisation on our websites. We do however advertise our own products and services on our websites and you may see adverts for us elsewhere on the internet which may be triggered by the advertising cookies placed on your browser during your visit to our site.

The cookies we use to present you with advertisements may be based on the content you visit the most on our website, so we can let you know about what we think you will be interested in.  

The cookies show us where you saw the advert, help us measure the effectiveness of our advertising campaigns, and limit the number of times you see an advert. We also use cookies to tailor the emails we send you so that the content is more relevant to you.


These cookies collect information about how you use our website, for instance, which pages you visit most often and if you get error messages from those pages. We can only use these cookies to improve how our websites work.


These cookies allow us to remember the choices you make (such as your username and password) and provide enhanced, more personal features. These cookies can also be used to remember changes you have made to text size, fonts and other parts of our website that you can customise.

4. Our main technology partners

We work with the following companies in maintaining and improving our website, getting a better understanding of user profiles and ultimately delivering a better experience. A brief description of what they do is found below. If you have any more questions, please do contact us at and we’ll be happy to help.

We use Google Analytics, a web analytics tool that helps website owners understand how visitors engage with their website. Google Analytics customers can view a variety of reports about how visitors interact with their website so that they can improve it.

Like many services, Google Analytics uses cookies to track visitor interactions as in our case, where they are used to collect information about how visitors use our website. We then use the information to compile reports and to help us improve our website.

Google Analytics collects de-identified information. It reports website trends without identifying individual visitors. You can opt out of Google Analytics without affecting how you visit our site — for more information on opting out of being tracked by Google Analytics across all websites you use, visit this Google page:

We use Hotjar in order to better understand our users’ needs and to optimise this service. Hotjar is a technology service that helps us better understand our users' experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like, etc.), and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users’ behaviour and their devices (in particular device's IP address (captured and stored only in anonymised form), device screen size, device type, unique device identifiers, browser information, geographic location (country only), preferred language used to display our website). Hotjar stores this information in a pseudonymised user profile. Neither Hotjar nor we will ever use this information to identify individual users or to match it with further data on an individual user. For further details, please see Hotjar’s privacy policy by clicking on this link:

You can opt-out to the creation of a user profile, Hotjar’s storing of data about your usage of our site and Hotjar’s use of tracking cookies on other websites by following this opt-out link:

5. Customer First Group Cookie List

The table below sets out which cookies are used on our website.






Google Analytics




Website analytics


Used to collect information about how visitors use our website. Data is used to compile reports and help us improve our website. Data is collected in de-identified form, including the number of visitors to the website, where visitors have come to the website from and the pages they visited.




1 hour

Stores client session information. Authentication info




7 Days

Allows user to come back to submitting a case after closing browser.

Google Captcha


Spam protection

1 Month

Detection of robots





1 Month

Prelaunch authorisation



Performance & Usage Tracking

1 Month

Tracks user activity on the web site

6. What third party cookies may be used on our website?

Third party organisations may use their own cookies or other technologies to collect information about the content of our website. We do not have access or control over the cookies placed on our website by third parties and use of their cookies is subject to their own privacy policies. We recommend that you review the privacy policies of these third parties.

To disable or reject third party cookies you must go to the relevant third party’s website — please see section 7 below for details of how you can control third party cookies on your browser.

Please also note that this Policy does not apply to, and we are not responsible for, the privacy practices of any third party websites which may be linked to or accessible through our website.

7. How do I manage cookies on the Customer First Group website?

You can control which non-strictly necessary cookies you get and which you keep on your browser. You may refuse to accept our non-strictly necessary cookies on your browser at any time by activating the setting on your browser which allows you to refuse cookies. We have included links below to direct you to the pages of the main web browsers sites which provide details about changing your browser settings. For information on how to control cookies on browsers which are not included below or on other devices which you use to view our website please, refer to your browser settings and user manual.

Please note that by deleting cookies or disabling future cookies you may be unable to access certain areas or features of our website, and it will mean that settings such as your stored username and password may have to be reset. If you adjust your cookie settings this may also affect the other websites you visit.

Useful Links

All of the major browsers offer tips and guidance for managing cookies. You may choose to manage your cookie settings by visiting the following sites: