Privacy Policy

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Privacy

Utility Helpline takes your privacy seriously. At no time will any information be passed or shared with other companies other than for the purposes of obtaining/investigating/monitoring supplies on our behalf.

When you visit our website like all businesses we collect usage information on user visits to our website. This information cannot identify individuals; we can use it solely to determine overall visitor numbers and trends.

When you submit an enquiry via our website/email/letter/telephone, we collect information for the purpose of being able to offer our products and services to the required regulatory standard.

How We Use Your Information

We use your information only for the purpose of providing our service and to:

  • Deal with your enquiry effectively
  • Provide a quotation or help offer advice as agreed with you
  • Send you offers/ updates and news by email
  • Tailor our services to meet your requirements and preferences
  • Determine visitor numbers to our website and to establish trends.

Who We Share Your Information With

We only share information with relevant industry third parties, selected business partners and related energy service providers, in order to facilitate your requests. This is so we can provide the highest levels of service and to achieve the best and most accurate results. We do not share or sell your information for marketing purposes.

Direct Marketing Policy

We may use your information to contact you with relevant news updates, similar services, or ongoing promotions via telephone, email, direct mail.

How we store your information

We are required by energy suppliers to store data (securely) relevant to offering our services. This will include:

  • Which advisor quoted your business
  • Which advisor contracted your business
  • Your letter of authority
  • Your quote/s history
  • Your contracts and DD Mandates
  • Relevant telephone recordings –Verbal contract agreements
  • Relevant e-mails – confirmation of acceptance
  • Your data for energy consumption

We will securely store this data for a period of 3 years after your first call/meeting/email.

Your Privacy Rights

If you would like to unsubscribe from any future newsletters please do so by clicking on the relevant link within emails sent by Utility Helpline.

GDPR

In accordance with General Data Protection Regulation (GDPR), Individual’s rights include:

Right to be informed: When registering with Utility Helpline, either online or by telephone, you will be required to provide personal data such as name, address, telephone number, email address and your financial position. Personal data is held for the purpose of supplying the Individual with financial advice relating to properties and businesses for sale, along with progressing mortgage applications on behalf of the Individual if suitable. Said data is held by the company on secure servers and secure cloud servers for internal use only, and is only shared with select Third Parties on the authority of the Individual.

Right to access: Individuals have the right to request access to their personal data held by Utility Helpline. Requests are to be made in writing, electronically and information will be provided in a commonly used electronic format. Requests will be handled within one month of receipt of the request, and free of charge with the exception of where requests are manifestly unfounded or excessive we hold the right to charge a reasonable fee taking into account the administrative costs of providing the information.

Right to rectification: Individuals have the right to have personal data rectified if inaccurate or incomplete. Where the personal data in question has been disclosed to a third party, they will be made aware of the rectification where possible. Requests are to be made in writing, electronically, and will be handled within one month of receipt of the request.

Right to erasure: Individuals have the right to request the deletion or removal of personal data in the following circumstances:

  • Where the personal data is no longer necessary in relation to the purpose for which it was originally collected/processed.
  • When the individual withdraws consent.
  • When the individual objects to the processing and there is no overriding legitimate interest for continuing the processing.
  • The personal data was unlawfully processed (ie otherwise in breach of the GDPR).
  • The personal data has to be erased in order to comply with a legal obligation.

This does not provide an absolute “Right to be forgotten”. Where the personal data in question has been disclosed to a third party, we will inform them about the erasure of the personal data, unless it is impossible or involves disproportionate effort to do so. Personal data will be erased by removal from our internal and cloud servers by our IT department.

Right to restrict processing: Individuals have a right to ‘block’ or suppress processing of personal data if the Individual contests its accuracy; has objected to the processing; processing is unlawful and the Individual opposes erasure; the company no longer needs the personal data but the Individual requires the data to establish, exercise or defend a legal claim. Where the personal data in question has been disclosed to a third party, we will inform them about the restriction on processing of the data, unless it is impossible or involves disproportionate effort to do so.

Right to data portability: Individuals have the right to obtain and reuse their personal data for their own purposes. Requests are to be made in writing, electronically, and will be handled within one month of receipt of the request.

You have the right to request that you are removed from all future communications.

Please write or e-mail:

Utility Helpline, 107 Berrows Business Centre, Bath Street, Hereford, HR1 2HE or email: mail@utilityhelpline.co.uk

Anything you need help with specifically?

Give us a call