We are the controller of your personal data. For more information on controllers and their responsibilities please see Key data protection terms you need to know.
This privacy notice tells you what to expect us to do with your personal information.
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
- Names and contact details
- Addresses
- Date of birth
- Metering Details (MPAN/MPRN)
- Payment details (including card or bank information for transfers and direct debits)
- Usage data (including information about how you interact with and use our website, products and services)
- Credit history and credit reference information
- Information relating to compliments or complaints
- Account access information
- Website user information
We collect or use the following personal information for the operation of client or customer accounts:
- Names and contact details
- Addresses
- Account information, including registration details
- Information used for security purposes
We collect or use the following personal information for information updates or marketing purposes:
- Names and contact details
- Addresses
- Profile information
- Website and app user journey information
We collect or use the following personal information to comply with legal requirements:
- Name
- Contact information
- Identification documents
- Client account information
- Any other personal information required to comply with legal obligations
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Account information
- Metering Details (MPAN/MPRN)
- Customer or client accounts and records
- Financial transaction information
- Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest in collecting and using personal information is to provide and improve our products and services in a way that benefits our clients. By understanding their needs and preferences, we can deliver more accurate, efficient, and personalized services. This helps us maintain high-quality standards and ensures client satisfaction. We carefully balance these benefits against the privacy and rights of individuals, ensuring that their personal data is handled responsibly and securely. We only use the information when necessary and take steps to minimize any potential risks or impact on the people involved. Our approach respects individuals’ privacy while enabling us to serve them better.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- We collect and use personal information to effectively manage client accounts and ensure smooth service delivery. This allows us to process transactions, communicate important updates, and address any issues promptly. We carefully balance the benefits of using this information to improve our services with the need to protect our clients’ privacy and data security, ensuring their information is handled responsibly and fairly.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our lawful basis for collecting and using personal information for updates or marketing is based on obtaining the individual’s explicit consent. We only send marketing communications to those who have agreed to receive them, ensuring we respect their preferences and comply with data protection laws. This approach helps us provide relevant information while protecting their privacy.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information to comply with legal requirements:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our lawful basis for collecting and using personal information to comply with legal requirements is to fulfill our legal obligations. This means we process data as necessary to meet regulatory, tax, or other legal duties, ensuring we operate within the law and protect both our business and our clients.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our lawful basis for collecting and using personal information to handle queries, complaints, or claims is to pursue our legitimate interests in providing effective customer service and resolving issues efficiently. This ensures we can address concerns, maintain good relationships, and improve our services while respecting individuals’ rights and privacy.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
- Directly from you
- Suppliers and service providers
How long we keep information
We retain customer data for 3 years after the end of the contract. Enquiries or leads are kept for up to 1 year unless a contract is initiated. All data is securely deleted or destroyed once it is no longer needed, using appropriate methods such as shredding or secure digital deletion.
Who we share information with
Data processors
Direct energy suppliers in the UK utility sector who process customer data to set up and manage energy contracts and deliver agreed services.
This data processor does the following activities for us: They process our customer information in order to set up and manage energy supply contracts on our behalf. This includes using personal and business data to generate quotes, create accounts, and activate utility services such as electricity and gas connections.
Others we share personal information with
- Distribution Network Operators (DNOs) and Transmission Network Operators (TNOs)
- Brokers or other intermediaries
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
