How we store, protect and use the information you give us?
About this policy
This policy explains how we’ll collect information about you and then use it to give you a good service. It also goes into the security measures we take to protect your privacy, and expands on a few things that we won’t do.
How we’ll get in touch
When we first ask you for your personal information – or when you get a new service or product from us – we’ll give you the opportunity to tell us if you don’t want to receive information from us about our other products and services. It’ll normally be a box to tick on an application form or contract, and you can change your mind at any time.
How we’ll use your information
- We may use your information to:
- Give you the services you’ve asked for (which might include the loyalty and incentive schemes we run from time to time).
- Offer you accounts, services and products from us or our partners.
- Help run and improve our accounts, services and products – ones we’ve provided before, now or in the future.
- Create statistics, test our computer systems, create profiles and marketing opportunities, and analyse customer information. To do these things, we might use information about what you buy from us and how you pay for it.
- Help prevent and detect debt, fraud and loss.
- Train our staff.
- Get in touch with you about products and services that we or our partners are offering. That could be by email, phone, text, multimedia message or another form of electronic communication.
- We may also monitor and record any communications we have with you, like phone conversations and emails. This is just to make sure we’re providing you with a good service and meeting our regulatory and legal responsibilities.
How we’ll get in touch
- We’ll use the contact information you’ve given us when we need to get in touch. So we might email you, give you a ring, send a text or use another form of electronic communication. We might even visit you in person.
- If we’re getting in touch to tell you about offers, we’ll try and use your preferred contact method. We can stop sending you these offers at any time though, you just have to contact us and give us your account details.
Passing your information on
- We may allow other people and organisations to use your information. Why?
- To give you the services you’ve asked for, which might include giving information to members of your family, household, anyone acting on your behalf or other people who have an interest (like landlords or letting agents).
- As part of our sales process.
- To help find and prevent debt, fraud or loss (by passing your information on to a credit reference agency, for example).
- To transfer any unpaid debt to another organisation – we’ll have to give them details about you and that debt.
- For legal or regulatory purposes (like if Ofgem or a lawyer is asking after you).
- For future legal action.
- As part of government data-sharing initiatives, like those designed to help people who are struggling to pay for heating and electricity.
- As part of any loyalty or reward schemes.
- Occasionally, the other people or organisations we pass your information to might be outside of the European Economic Area (EEA). Because of that, we may pass your information to countries that have different standards and laws about protecting personal information.
- If we suspect someone has committed fraud we’ll note it in our account records and may share the information with Ofgem, or anyone else who needs to know.
- If we think that you (or anyone in your household) might need extra care (because of age, health, disability or financial circumstances, for example), we may record this in our records. We’ll use this information if things go wrong in the future, and might share it with support organisations like social services, charities, or healthcare organisations. We’ll pass on your information to them if we think you (or someone else in your home) needs help.
- We may pass your information on to organisations that supervise the industry, like GasSafe and the Electrical Contractors Association (ECA). This includes your address, postcode, and information about your gas appliances, flue, hot water cylinder, system controls, electrical installations, repair and removals. These organisations may then pass this information on to local authorities to meet building regulations. Or they might contact you to inspect your appliances or systems, recall faulty products, carry out audits or for health and safety reasons.
If you give us information on behalf of someone else, you’re confirming that you’ve given them the information in this policy, and that they’ve agreed for us to use their information in the way we describe in clause 10.
- If you give us sensitive information about yourself or other people (like health details or details of any criminal convictions) you agree – and confirm the person the information is about has agreed – that we can use this information in the ways set out in this document.
You’re entitled to have a copy of the information we hold on you and you can have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about you.
Protecting your information
- We have strict security measures to protect your personal information. This includes following our security procedures (like checking your identity when you call us) and encrypting all the data on our websites.
- If you talk to us over the internet, we may occasionally email you about our services and products – unless you said you’d prefer us not to when you first gave us personal information through our website. If you don’t want us to send you these emails anymore, send us an email (to the address below) to let us know.
- Remember that communications over the internet like emails and webmails (messages sent through a website) aren’t secure unless you’ve encrypted them. These kinds of messages may go through a number of countries before they are delivered. That’s just the nature of the internet, so we can’t accept responsibility for any unauthorised access or loss of personal information if it’s beyond our control.
- We may use ‘cookies’ to monitor how people use our site. This helps us to understand how our customers and potential customers use our website so we can improve things like layout, function and design.
- What is a cookie?
- A cookie is a piece of information stored on your computer’s hard drive that records how you’ve used a website. The next time you visit that website, it can tailor your options based on the information it has stored about your last visit.
- How do I stop using cookies?
- You can normally alter the settings of your browser to prevent it from accepting cookies, or to tell you when a website tries to put a cookie on your computer. (But you might not be able to use some of the products or services on our website without cookies.)
- Have a look at our cookies policy to find out more about cookies and how to manage them.
- This website has links to other sites and recommended suppliers. We’re not responsible for the privacy practices of those sites. This policy only applies to what’s on the Gas 4 Heat website.
- Data Protection Manager Gas 4 HeatThe Beehive, Crawley, Gatwick RH6 0PA
- or email us at firstname.lastname@example.org
- Alternatively, if you wish to opt out of marketing from us and/or our partners please write to us at the above address.
We may amend this policy from time to time. When that happens, we’ll publish the amended version on our website. But you can email or write to us to ask for a physical copy.