The type of personal information we collect

When you enter into a contract with us to supply your energy, we collect and process the following information:

• Your full name
• Contact information (postal address, email, telephone or mobile number)
• Supply address and information about your energy type and usage (this includes meter readings)
• Date of Birth
• Payment information, such as your bank details if you’re paying by Direct Debit.

If you join our Priority Service Register, we also ask for information about disabilities, chronic health conditions and other circumstances that mean you would like additional support with managing your energy account.

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you when you choose to switch to us.

We also receive personal information indirectly, from:

• Energy supply brokers when you switch to Good Energy
• The landlord or previous occupier as part of a change of tenancy when you move home.

We use the information that you give us to set up the contract to supply energy to your home. Our current terms and conditions are available on our website:

https://www.goodenergy.co.uk/terms-and-conditions-library/domestic/

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party.

We share your information with core and carefully selected service providers and third-party platforms where necessary to enable our business to function.

Your energy quote

If you request a quote but decide not to complete a switch to Good Energy, we will ask if you would like your quote emailed to you. You can also ask us to send you a reminder email from our partner Fresh Relevance, which may include discounts and offers. This requires us to ask for your email address.

Customer database

Once you have completed your switch to Good Energy either online or by phone, your personal information will be entered into our customer database. This is a cloud server, and ours is hosted by Amazon Web Services and supported by Kraken Technologies.

This database will record the details you provide about your energy usage and will produce your bills, statements and meter read requests. The software links to our online portal and mobile app so you can see the information we hold about you whenever you need to and easily check it’s up to date.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, operational reporting, customer profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

Priority Service Register

We are required to keep a record of all our customers that have additional needs. This is so that we can make sure you have the support you need to manage your energy account – from arranging meter reading visits if you are unable to provide readings yourself, to sending out an engineer in the event of an emergency. Details of which customer accounts are on the Priority Service Register is shared with our industry suppliers to ensure they are aware of any additional needs for that household.

The information you provide to us to join our Priority Service Register could include whether you are of pensionable age, have children aged under 5, are disabled or have a chronic health condition. We keep these records safe and up to date.

Energy Bill Support Scheme

The Energy Bill Support Scheme is a government initiative to provide financial support to all domestic consumers. More information on the way your data will be processed is available here: https://www.gov.uk/government/publications/electricity-meter-data-collected-through-the-energy-bills-support-scheme-privacy-notice/use-of-electricity-meter-data-collected-through-the-energy-bills-support-scheme-privacy-notice

Warm Home Discount

Good Energy customers who are eligible for the Warm Home Discount Scheme will be processed through a Data Matching process, coordinated by the Department of Work and Pensions (DWP). 

Good Energy is processing personal data under Article 6(1)(c) of the UK GDPR and in accordance with the provisions of the Warm Home Discount Regulations (2011) (as amended), the Warm Home Discount (England and Wales) Regulations 2022, the Warm Home Discount (Scotland) Regulations 2022, the Disclosure of State Pension Credit Information (Warm Home Discount) Regulations 2011, made in exercise of the powers conferred by the Energy Act 2010 and the Pensions Act 2008 and the Digital Economy Act 2017. 

Alternative Fuels Payment Scheme

Good Energy customers who are eligible for the Alternative Fuels Payment Scheme will be processed through a Data Matching process, coordinated by the Department for Business, Energy and Industrial Strategy (BEIS)

Good Energy is processing personal data under Article 6(1)(c) of the UK GDPR and in accordance with the provisions of the Alternative Fuels Payment direction as published: https://www.gov.uk/government/publications/domestic-alternative-fuel-payment-gb-ministerial-direction

Paying for your energy

When you set up your account you can decide how to pay for your energy. We will collect the information we need to process your chosen payment method.

• Direct Debits are covered by the Direct Debit Guarantee scheme.
• Credit / Debit Card payments are covered by the Payment Card Industry Data Security Standards.

Trustpilot

We may ask you to share your feedback on our customer service to help us to improve it. To do this, we will share your contact information with Trustpilot, a third-party feedback website, who will share your review of our service on their website.

Hotjar

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Our online portal and mobile app

Your information may be processed by third parties to maintain the functionality or security of our website, online portal and mobile app.

Meter support

Ongoing support: When you sign up to Good Energy, we share your supply & contact details with our Meter Operator – SMS-PLC.  Under the Energy Act (Standard Licence Conditions) we are obligated to ensure that your meter remains accurate for billing purposes; SMS-PLC will contact you directly should records indicate your meter has reached the end of its lifespan or if it has developed a fault and needs to be repaired or replaced.

Smart Meter roll out: The smart meter rollout is a government initiative overseen by Ofgem to ensure suppliers take all reasonable steps to offer their customers a smart meter installation. More information about the national smart meter rollout can be found on the Ofgem website.

Good Energy have partnered with SMS-PLC to assist us with our smart meter rollout, including having them to contact eligible customers to offer a free smart meter installation. You are under no obligation to accept a smart meter installation and you can opt out at any time by contacting us at Hello@goodenergy.co.uk

You can fast-track your installation by contacting SMS-PLC directly on 0330 8089367 or by following these instructions from SMS-PLC.

For more information on how SMS-PLC manage personal data, please read their Privacy Notice or for any other questions please contact the Good Energy Data Protection Officer.

Industry Data Sharing

Good Energy may share your information through the Data Transfer Service to facilitate business-critical processes including a change of supplier, metering and payment settlements.

Smart meters

If you have a smart meter (including associated technologies such as your In-home display), we will connect to your meter through our customer database and our industry data connectors. As per your terms and conditions, we will remotely collect readings and data from your smart meter to allow us to correctly charge you in line with your tariff.

Credit referencing agencies

We work closely with an industry leading credit check agent, Experian, who provide fraud detection services and credit risk reduction checks.

Other

We also use services offered by Google, Facebook, Instagram and other social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are: 

(b) We have a contractual obligation to process your personal information to provide your energy supply, collect payment and offer a good customer service experience, and; 

(c) Legal obligation: the processing is necessary for you to comply with the law (not including contractual obligations), and; 

(f) We have a legitimate interest to follow up on any non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we offer you relevant products. 

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

The type of personal information we collect 

When you enter into a contract with us for Feed-in-Tariff payments, we collect and process the following information: 

• Your full name 
• Contact information (postal address, email, telephone or mobile number) 

• Supply address and information about your energy type and usage (this includes meter readings) 
• Date of Birth 
• Payment information, such as your bank details  

How and why do we collect this information? 

Most of the personal information we process is provided to us directly by you when you choose to switch to us.  

Why do we need to share your information and how do we do this? 

We never have and never will sell any of your personal information to any third party. We share your information with core and carefully selected service providers and third-party platforms where necessary to enable our business to function. 

Customer database

Once you have completed your switch to Good Energy, your personal information will be entered into our customer database. This is a cloud server, and ours is hosted by Microsoft Azure.

This database will record the details you provide about your energy generation and export and will produce your remittance, statements and meter read requests. The software links to our online portal and mobile app so you can see the information we hold about you whenever you need to and easily check it’s up to date.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, operational reporting, customer profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

Trustpilot

We may ask you to share your feedback on our customer service to help us to improve it. To do this, we will share your contact information with Trustpilot, a third-party feedback website, who will share your review of our service on their website.

Hotjar

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Our online portal and mobile app

Your information may be processed by third parties to maintain the functionality or security of our website, online portal and mobile app.

Collecting meter read information 

You must provide your Generation reads on a monthly or quarterly basis, as directed when you enter into your contract with us. This information is used to calculate how much energy you have generated for your FiT Generation Payment.

If you are in receipt of Deemed payments, we will use this to calculate your deemed payment, based on 50% of the generated amount.

If you are in receipt of Export payments, we will collect Half-Hourly, Daily and Monthly reads to pay you for the energy your export.

You can manage your preferences of read frequencies by contacting us at hello@goodenergy.co.uk

Meter support

Ongoing support: When you sign up to Good Energy, we share your supply & contact details with our Meter Operator – SMS-PLC.  Under the Energy Act (Standard Licence Conditions) we are obligated to ensure that your meter remains accurate for payment purposes.

For more information on how SMS-PLC manage personal data, please read their Privacy Notice or for any other questions please contact the Good Energy Data Protection Officer.

Industry Data Sharing

Good Energy may share your information through the Data Transfer Service to facilitate business-critical processes including a change of supplier, metering and payment settlements.

Smart meters

If you have a smart meter (including associated technologies such as your In-home display), we will connect to your meter through our customer database and our industry data connectors. As per your terms and conditions, we will remotely collect readings and data from your smart meter to allow us to correctly pay you for your exported energy.

Other 

We also use services offered by Google, Facebook, Instagram and other social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still enables linking between your social media presence and our website. 

Using your personal data 

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are:
(b) We have a contractual obligation to process your personal information to provide your energy supply, collect payment and offer a good customer service experience, and;
(c) Legal obligation: the processing is necessary for you to comply with the law (not including contractual obligations), and;

(f) We have a legitimate interest to follow up on any non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we offer you relevant products.

How we store your personal information 

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements. 

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services. 

The type of personal information we collect

When you set up a business energy supply contract with us, we collect and process the following information:

• Full name and contact information (postal, email, telephone, mobile) for those authorised to manage the account
• Supply address and information about your energy type and usage (this includes meter readings)

How do we collect this information?

Most of the personal information we process is provided to us directly by you or a colleague when you set up your energy contract, or by the energy broker that managed the process. Our current terms and conditions are available on our website:

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party. We share your information with our core and carefully selected service providers and third-party platforms where necessary to enable our business to function.

Customer database

Once you have finished setting up your contract with Good Energy, your personal information will be entered into our customer database. This is a cloud server, and ours is hosted by Amazon Web Services and supported by ENSEK. This database will record the details you provide about your energy usage and will produce your bills, statements and meter read requests. The software links to our online portal so you can see the information we hold about you whenever you need to and easily keep it up to date.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, group billing, operational reporting, profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

Quote for energy

If you request a quote but decide not to complete a switch to Good Energy we will ask if you would like your quote to be emailed to you. If so, we will store your email address to complete this action.

We use a partner service called Tickd to support the quote and onboarding journey for Small and Medium Enterprises (SME). When you apply for a quote through our SME journey Tickd will collect and process your business information to then securely pass to Good Energy to allow us to then provide you with your energy services. Read more about Tickd here: https://www.tickd.co.uk/privacy-policy

Our online portal

Your information may be processed by third parties to maintain the functionality or security of our website and online Portal.

Meter support from Good Energy selected parties

Should you want to arrange meter reading or maintenance support with Good Energy (including smart and traditional meters), we may pass your contact and business energy supply details to our meter operators, SMS PLC.

Industry data sharing

Good Energy may share your information through the Data Transfer Service to facilitate business-critical processes including a change of supplier, metering, and payment settlements.

Typeform

To access some of our publications, we will ask you to complete an online form before you can download the document. We use a digital service called Typeform which allows us to accept these form submissions. All information provided in the forms will be held by Typeform while it is processed by Good Energy. For more information on Typeform please visit their Privacy Notice.

Smart meters

If your business uses smart meters (including associated technologies such as an In-home display), we will connect to your meter through our customer database and our industry connector, facilitated by ENSEK. As per your terms and conditions, we will remotely collect readings and data from your smart meter to allow us to correctly charge you in line with your tariff.

If you use a smart meter set in full traditional mode, it will not be connected to the Energy Industry connector. This means we will not collect or send any information to or from your meter.

Credit referencing agencies

We also work closely with industry leading credit check agents, Experian and Dun and Bradstreet, who provide fraud detection services and credit risk reduction checks.

Other

We also use services offered by Google, Facebook, Instagram and other similar social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful base for processing your data is:

(f) We have a legitimate interest to process limited information about the account holders / authorised contacts to allow us to follow up on any contractual and non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we relevant products for you.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

If you are the named account holder / authorised contact for the account, we will keep your personal information for the length of your contract length plus six years. We will then erase your information by deleting it from our IT systems and services.

If your circumstances change or you are no longer associated with the account, please tell us and we will remove your information from the date that you specify.

Energy Bill Relief Scheme

The Energy Bill Relief Scheme is a government initiative to provide financial support to non-domestic consumers. More information on the way your data will be processed is available here:  https://www.gov.uk/government/publications/energy-bill-relief-scheme-privacy-notice/use-of-energy-data-collected-via-the-energy-bill-relief-scheme-in-great-britain-and-northern-ireland-privacy-notice

Alternative Fuels Payment Scheme

Good Energy customers who are eligible for the Alternative Fuels Payment Scheme will be processed through a Data Matching process, coordinated by the Department for Business, Energy and Industrial Strategy (BEIS)

Good Energy is processing personal data under Article 6(1)(c) of the UK GDPR and in accordance with the provisions of the Alternative Fuels Payment direction

The type of personal information we collect 

When you set up a business energy Feed-in-Tariff contract with us, we collect and process the following information: 

• Full name and contact information (postal, email, telephone, mobile) for those authorised to manage the account 
• Supply address and information about your energy type and usage (this includes meter readings) 

• Payment information, such as your bank details  

How do we collect this information? 

Most of the personal information we process is provided to us directly by you or a colleague when you set up your energy contract. 

Why do we need to share your information and how do we do this? 

We never have and never will sell any of your personal information to any third party. We share your information with our core and carefully selected service providers and third-party platforms where necessary to enable our business to function. 

Collecting meter read information 

If you are in receipt of Deemed payments, we will ask you to provide your Generation reads on a monthly or quarterly basis. This information is used to calculate how much energy you have generated, we will use this to calculate your deemed payment, based on 50% of the generated amount.  

Other 

We also use services offered by Google, Facebook, Instagram and other similar social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data 

Under the General Data Protection Regulation (GDPR), the lawful base for processing your data is: 

(b) We have a contractual obligation to process your personal information to make payment for your energy generation and offer a good customer service experience, and; 

(f) We have a legitimate interest to process limited information about the account holders / authorised contacts to allow us to follow up on any contractual and non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we relevant products for you. 

How we store your personal information 

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements. 

If you are the named account holder / authorised contact for the account, we will keep your personal information for the length of your contract length plus six years. We will then erase your information by deleting it from our IT systems and services. 

If your circumstances change or you are no longer associated with the account, please tell us and we will remove your information from the date that you specify. 

The type of personal information we collect

As part of our recruitment and employee onboarding process we currently collect and process the following information:

• Full name and contact information (including home address);
• CV, application form and cover letter;
• Shortlisting and interview / assessment notes;
• Psychometric testing and results as applicable to the role;
• Evidence of qualifications and references as applicable to the role;
• Evidence of right to work in the UK (such as passport);
• Bank details;
• Date of birth and;
• Diversity data for statistical reporting purposes.

For ongoing employment with Good Energy, we will ask you to provide:

• Contracts and subsequent addendums;
• Information relating to work absences, including family friendly, ill health / sick leave related absences;
• Employee relations data (including capability performance and misconduct), to be shared with your line manger;
• Home working arrangements;
• Payroll information such as that provided by HMRC;
• Benefit provisions;
• Training records;
• Emergency contact information and;
• Other necessary information as requested from time to time.

Contractors working with us through an agency:

If you are applying to work with us on a consultancy or contractor basis, we may work with a third-party agency to help facilitate this working relationship. We will collect information about you and the company you represent in order to set you up on our systems make payments to you.

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you as part of your application for a role or continuing employment.

We may also receive personal information indirectly, from the following sources in the following scenarios:

• HMRC regarding your payroll deductions for PAYE and / or NI contributions
• Recruitment agencies.

We will share this information with:

• HMRC;
• Experian – Right to work and security clearances, as required for the role;
• Howdens Insurance Broker;
• Benefits providers, including pensions;
• Training providers;
• Psychometric testing providers, as required for the role;
• References, such employment, character and financial references you may request; and
• Employment lawyers.

Under the General Data Protection Regulation (GDPR), the lawful bases for processing this information are:

(b) We have a contractual obligation.

(c) We have a legal obligation.

(f) We have a legitimate interest

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

If you apply for a role with Good Energy and are unsuccessful, we will keep your information for up to 2 years from the date of the vacancy closure.

We keep personal information collected under the contractual requirements for the length of your employment plus a minimum of 5 years. We will then erase your information by deleting it from our IT systems and services. Payroll data is required for up to 85 years from your date of birth to support your occupational pension.

The type of personal information we collect

We currently collect and process the following information:

• Full name and contact information
• Payment information (if required)

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you as part of your investment into Good Energy Group.

We also receive personal information indirectly, from our shareholder registrar.

We use the information that you have given us to effectively manage your shareholding.

We do not share this information with any other organisations.

Under the General Data Protection Regulation (GDPR), the lawful basis for processing your data is:

(b) We have a contractual obligation.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep your personal information while you remain a shareholder of Good Energy Group.

Third Party Communications

The Company is obliged by law to make its share register publicly available and, as a result, some shareholders may receive unsolicited mail. We have become aware of a small number of shareholders who are receiving unsolicited phone calls concerning their shareholding in the Company. These are generally from overseas organisations who do not represent the Company and are offering to buy or transact shares for considerably more than the current market price, or sell other investment products which could be worthless or very high-risk investments.

If you are approached by such an organisation, please act with extreme caution and if you receive any unsolicited mail or investment advice:

• make sure you get the correct name of the person and organisation
• check the Financial Services Register at https://www.fca.org.uk
• use the details on the Financial Services Register to contact the firm
• call the FCA Consumer Helpline on 0800 111 6788 if there are no contact details on the Register or you are told they are out of date
• beware of fraudsters claiming to be from an authorised firm, copying its website or giving you false contact details
• use the firm’s contact details listed on the Register if you want to call it back
• search the list of unauthorised firms and individuals to avoid doing business with at
  www.fca.org.uk/scams
• report a share scam by telling the FCA using the share fraud reporting form at www.fca.org.uk/scams
• if the unsolicited phone calls persist, hang up

If you deal with an unauthorised firm, you will not be eligible to receive payment under the Financial Services Compensation Scheme. If you have already paid money to share fraudsters you should contact Action Fraud on 0300 123 2040

The type of personal information we collect

When you visit our website, we collect information to help you get the best experience while you navigate it, as well as for analytical purposes to support the performance of our website and advertisements. The information we collect is:

• Browsing logs with dates and timestamps
• IP addresses

If you visit our head office in Chippenham, which is in offices shared with Wiltshire Council, you will be guided (via signage upon building entry) to the Good Energy Reception on the 2^nd floor where you will be asked to sign in.

When you’re in the Wiltshire Council or Communal areas of the building you may be recorded on the Wiltshire Council CCTV. Further information about the Wiltshire Council CCTV provisions can be requested directly from them: https://www.wiltshire.gov.uk/privacy

How and why do we collect this information?

Most of the personal information we process is collected via cookies and similar technologies. Data collected is shared with our suppliers to provide you with a user-friendly experience when visiting our website.

You can find out more about cookies and how they’re used on our website here: https://www.goodenergy.co.uk/cookie-policy/

Under the General Data Protection Regulation (GDPR), the lawful basis for processing your data is:

(a) Your consent. You are able to remove your consent at any time. You can do this by blocking or deleting the cookies and similar technologies.

How we store your personal information

Your information is securely collected from the Good Energy website and shared with our third party suppliers for the purposes defined in our cookie policy. We will not keep your information on Good Energy systems once it has been shared.

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

Hotjar

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Typeform

To access some of our publications, we will ask you to complete an online form before you can download the document. We use a digital service called Typeform which allows us to accept these form submissions. All information provided in the forms will be held by Typeform while it is processed by Good Energy. For more information on Typeform please visit their Privacy Notice.

We’re really proud of our history of delivering excellent customer service. We work hard to ensure all of our staff are well-trained and highly knowledgeable across all areas of the business. Even with the best will in the world, we all know things can go wrong from time to time. If that happens we want to hear from you to put things right again. For more information please visit our complaints page: https://www.goodenergy.co.uk/complaints/

The type of personal information we collect

We currently collect and process the following information:
• Email address
• Postal address
• Details of your complaint which may include special category data

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you when you raise the complaint, however we may also receive further information from third parties such as the Ombudsman or those you have asked to liaise with us.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are:

(f) We have a legitimate interest to follow up on any non-contractual enquiries and complaints.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

The type of personal information we collect

We currently collect and process the following information:

• Email address
• Postal address
• Responses to webforms that you’ve completed on our website.

How and why do we collect this information?

You provide us with this information as part of signing up to receive mailing from us, for example by registering to receive our newsletter or consenting to receive marketing.

We also receive personal information indirectly. For example, we may reach out to you regarding a new product or service offered by Good Energy, where your contact information has been provided to us by another organisation that you have given your permission to.

While you are a member of our mailing list we may share your information with trusted non-core service providers, such as marketing partners we have carefully selected to deliver incentives to participate in offers, polls, surveys, analysis or research, all of which assist us in enhancing our services.

Direct marketing opt-out

If you are an existing Good Energy customer, you will continue to receive service communications about your contract with us. These include statements, information about your tariff and meter reading reminders.

If you have received marketing correspondence from Good Energy, and you would like to opt-out of receiving these in the future, please select one of the following options.

When you change your marketing preferences, it may take us a few days to update all of our systems and records during which time you may still receive marketing messages. In all cases we will have made the necessary changes within no more than 28 days of receiving your request

Requesting a call-back

When you request a call back from one of our Clean Energy Specialists as part of switching to Good Energy, we will use the information you provide us to answer any questions you may have about our services. We will hold your information for three months so we can easily support your switch to us.

Under the General Data Protection Regulation (GDPR), the lawful bases for processing this information are:

(a) Your consent. You are able to remove your consent at any time. You can do this by contacting dataprotection@goodenergy.co.uk

(f) We have a legitimate interest.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep your information for marketing purposes until you opt out. We will not delete your information, unless you request this, as we need to keep a record of your decision to opt-out so that we do not send you marketing communications again in the future.

You can request that we delete your information at any time by emailing dataprotection@goodenergy.co.uk. However this may mean you receive future communications as we will not have a record of your decision to opt out.