Home Energy Business Energy Need help? Call 0800 074 0745 Mon to Fri - 9am to 8pm, Sat/Sun - 9am to 5pm Privacy Policy (Updated on 07/07/2021) energyhelpline.com (a trading name of Fundraising Innovations Ltd) takes your privacy seriously. This Privacy Policy explains the steps we take to ensure information about you is kept secure and confidential, and how we use any personal information collected from you through the use of our Service (website, call centre, and money saving alert service). Please read this Privacy Policy carefully; by using the Service you will be regarded as having read and accepted it. Fundraising Innovations Ltd (company number 04426857) is the data controller in relation to the Services and your personal data. Our registered address is The Cart Wagon Lodge, Friday Street Farm, Friday Street, East Sutton, Kent, ME17 3DD. What personal information do we collect? We will request specific data needed to provide the Service; this may include full name and title, address, date of birth and contact details. Where suppliers request previous address history for credit checks, and bank sort code and account number in order to set up Direct Debits, we will ask you for this information. We do not require special categories of personal data such as political, or religious beliefs. Once you begin to use our site we will collect your Internet Protocol (IP) address; this may be processed at a later date if we are asked to investigate fraudulent activity on our website. How do we use your personal information? If you have requested to switch suppliers we will process your personal data to support that process; our lawful basis for processing your data is ‘performance of a contract’ with you. This means we may pass this onto third party processors /suppliers to complete the switch. We are unable to provide our Service if you choose not to provide your data. Your contact details are collected so that energyhelpline.com and your new supplier can contact you about your switch. We may provide your email address to Trustpilot who may send an email to you with a request to review our service, this is to enable us to improve our service wherever possible. As part of our continued service and commitment to you, we may contact you near the first anniversary of your last switch in order to provide you with updated quotes for your renewal. We may also contact you on a regular (e.g. quarterly) basis after the first anniversary of your last switch, if you have not re-switched, in order to keep you informed with updated quotes. We will use the information that we hold about you to search quotes from the websites of our partners and us. You can opt out of this at any time by email to data@energyhelpline.com. Processing is also carried out for the purpose of ‘legitimate interests’ pursued by us, or our agents and service providers, utilising the least amount of personal data necessary for the particular task. If you use our webchat service we will keep a record of the conversation. We do this so that we have an accurate record of your conversation with us. We also use this data for monitoring and quality control purposes, and may use it for training purposes. We may monitor calls to provide customer service support, and for training and quality purposes; this helps us improve the service we provide. energyhelpline.com may disclose and use anonymised customer data collected during our interactions with you for the purpose of internal business administration and analysis, completing any transaction you are undertaking with us, providing any goods or services to you, associated administration, or obtaining professional advice. We may need to pass your data to our agents and service providers, which may involve passing your data outside of the European Economic Area; we have appropriate safeguards in place for when that happens, which include using appropriate contractual clauses and ensuring that the third party is appropriately accredited to process personal data safely. If you request to be kept informed of services that we offer, your data may be used for marketing purposes by all divisions of Fundraising Innovations Ltd. If you have used the service through a third party we will share contact details with them, or their marketing partners and agencies in line with their normal practice. We will not rent, trade, or sell your data to others. We may buy data from third party providers. We may obtain your contact details from direct marketing services providers in order to send you mailings using the legal basis legitimate interest We work closely with some third party services, for example our Business Partners whom we provide our Comparison Tool/API service to, and may receive your data from them for the purpose of switching suppliers. If you have any queries about the data we hold about you, or about the safeguards we have in place to protect it, you can contact our Data Protection Officer at data@energyhelpline.com or via post at our registered address. Your data will be stored securely for a period of 7 years to comply with financial requirements. By using our Service you are also agreeing to the use of personal information by Fundraising Innovations Ltd and regulatory/governing bodies for the purpose of compliance monitoring. If you enter a contest or another promotion, we will use the data so that we can administer the contest, or promotion, and notify any winners. We do not carry out automated decision making. We may use third-party Service Providers to monitor and analyse the use of our Service. Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualise and personalise the ads of its own advertising network. You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js and dc.js) from sharing information with Google Analytics about visits activity. https://tools.google.com/dlpage/gaoptout For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: https://policies.google.com/privacy?hl=en Security Our website is a "Thawte Secure Site" and keeping information about you secure is very important to us, however, no data transmission over the internet can be guaranteed to be totally secure. As a result, whilst we strive to protect your personal information, we cannot ensure or warrant the security of any information which you send to us, and you do so at your own risk. Sensitive information, for example, your security information and bank account details, is encrypted to minimise the risk of interception during transit. We have security procedures in place to protect the loss, misuse, or alteration of information under our control. We have security measures in place to protect its user database and access to this database is restricted. All information collected, or processed via the website is encrypted making it secure, inaccessible, and unrecognisable to any third parties. We have put procedures in place to deal with any suspected personal data breaches and will notify you and the supervisory authority of a breach where we are legally required to do so. Cookies A cookie is a very small text file placed on your computer by a web browser, which has been sent by a web server. Other tracking technologies are also used such as beacons, tags and scripts to collect and track information, and to improve and analyse our Service. Further information about cookies, web beacons and tags can be found at http://www.allaboutcookies.org As part of our initiative to comply with legislation on the use of cookies, and to ensure you're clear about your privacy when using our service, we've created a dedicated page that explains how we use cookies on our website. To go to this page and find out more, please click here. Your Rights You have the right to request access to your data; have it amended if it is not correct; place restrictions on, or object to its processing; request erasure of your data; and have the right to data portability (provided in a format which other companies are able to use). This can be requested from energyhelpline verbally, in writing, or by email to data@energyhelpline.com. If you opt into marketing permission you have the right to change your mind at any time; you can do so by emailing us at customerservices@energyhelpline.com You have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s supervisory authority for data protection issues. If you have a concern, we would appreciate the opportunity to deal with it before you approach the ICO and request that you contact us in the first instance. The Information Commissioners Office; Wycliffe House, Water Lane, Wilmslow, SK9 5AF, or call: 0303 123 1113 or online at https://ico.org.uk/make-a-complaint/ We may amend our Privacy Policy from time to time. If we make any substantial changes in the way your personal information is used we will make that information available by posting a notice on the website. 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