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Privacy Policy

Your privacy is important to us

This statement explains how we collect, use, transfer and store your personal data. We would encourage you to read this information. 

 

 

Privacy notice

Our priority at E.ON is keeping your data secure and treating it with respect. We aim to handle your data fairly and lawfully at all times. We're also committed to being transparent about what we do. This statement explains how we collect, use, transfer and store your personal data. We know that there is a lot of information here, but it's important that you understand your rights as a customer.      

It’s likely that we will update this notice from time to time in order to reflect changes in the law and/or to our privacy practices, but we will notify you of any significant changes. Our website will always show the most up to date version. You can request a paper copy, including large print or braille, by calling us.

Who's responsible for your data?

We refer to 'E.ON' in this statement. This means E.ON UK plc, and the companies owned by E.ON UK plc who provide energy and related products and services. E.ON UK plc is part of the E.ON group, one of the world's largest power and gas companies. 

E.ON is the 'Data Controller' for your personal data. This means we have legal responsibility for how we collect and handle your data.  

How can you contact us?

We can be contacted at:

Newstead Court, Little Oak Drive, Annesley, Nottinghamshire,NG15 0DR

E.ON’s Data Protection Officer has overall responsibility for the way that E.ON collects and handles personal data. The Data Protection Officer can be contacted at the address above.

Other ways to contact us are on our contact us page.

 

Who does this statement apply to?

Customers and prospective customers 

Individuals, sole traders, partnerships and companies (to the extent that the relevant company provides us with any personal data - for example employee names and e mail addresses)

People we wish to promote products and services to

People who contact us on social media

People who visit our website

Other information in this statement

Your rights

How long we keep your information for

How we keep your information safe

What happens if we send your data out of the EU

Individuals, sole traders, partnerships and companies

What personal data do we collect?

Data we collect from you includes:

Personal data

Such as your name, address, date of birth, and other contact details such as your email address and telephone number. We need this data from you in order to enter into a contract with you

Vulnerability information

Such as health or disability issues. Having this data helps us provide you with the right services for you and to ensure your safety.

 

Financial information

Such as your payment details and financial circumstances. We need your bank details if you want to pay by direct debit. If you have difficulty paying our bills, providing details of your circumstances helps us work with you to resolve this

 

Information about your supply

Such as your meter reference numbers and meter type. This ensures we are linking you with the right meter, and keeps industry databases accurate.

Energy you use

Details of your energy use and property occupation dates. If you have a smart meter we will take consumption data directly from your meter. You have a contractual obligation to provide us with details of your energy usage, as we need this to send you accurate bills. If we have to estimate your bills you may not be paying the right amount for your energy.

Smart meter information

If you have a smart meter it will also transmit data that lets us know that it is safe and operating and recording correctly .

Energy you generate

Details of energy you generate under the Feed In Tariff scheme. You're obliged to give us this information so that we can accurately calculate the payments due to you.

If you apply for Warm Home Discount or Affordable Warmth measures

You will be asked for information about any benefits you receive and money you get from employment, to assess your eligibility for assistance.

 

If you use E.ON Drive

We will see details of where, when and how long you charge your vehicle. This lets us charge you accurately for the electricity you use.

 

Company data

With regards to companies, data such as names, phone numbers and email addresses of representatives of your company.

Data we may collect from other people or organisations

Personal information

Data such as your name and contact details may be provided to us by people moving in or out of a property you're occupying, or a landlord/estate agent.

Other information

  • Metering and debt information can come from other organisations involved in supplying your energy and other services, such as other energy suppliers and meter operators.
  • Energy brokers and comparison platforms like Moneysupermarket will send us the details we need to contact you and set up an account for you.
  • Publicly-accessible data is available from sources such as the Land Registry, who can provide up to date information about properties we supply energy to.
  • Information such as additional contact details, homemoving status and other information about your circumstances is provided by councils, postal services and data brokers.
  • Information about energy saving installations can be provided by installers and managing agents.

 

What do we use your personal data for?

It's important that you understand what we'll do with the data that we hold about you

We'll process your data for the following purposes necessary for the performance of our contract with you, or in readiness for such a contract:

  • To assess your needs, provide you with a quotation and agree a contract with you .
  • To set up your account with us, secure energy availability, apply the correct pricing, process consumption data, calculate charges and send invoices.
  • To manage discrepancies in supplier identity or meter readings with previous or subsequent suppliers.
  • To process payments, refunds and set up payment plans.
  • To communicate with you and anyone you authorise to speak to us.
  • To organise and conduct visits to you to read or inspect your meter, ensure it is working correctly, change your meter, survey your property and commission installations.
  • To investigate and manage disputes with you and recover unpaid bills.
  • To obtain funding for energy efficient solutions.
  • To fulfil incentives we have offered.

 

We'll request your consent to process your personal data for the following purposes:

  • If you have any vulnerabilities we'll ask for your explicit consent before we add your details to our Priority Services Register, which enables us to take extra steps to ensure your safety 

We'll process your data to comply with legal obligations including:

  • Many of the ways that we manage your account with us are requirements set out in our Licence Conditions and OFGEM directions and Codes. For example, these rules tell us what we have to show on our invoice, and how we have to deal with disputes.
  • Orders made by a Court, for example where we are ordered to disclose information to law enforcement agencies.

We'll process your data where we or someone else has a legitimate interest. We'll ensure that our interest has been balanced against your rights and freedoms as an individual. This includes:

  • For good governance, accounting, managing and auditing our business operations so that our business is effective and performs well.
  • Keeping records of our dealings with you so that we have an accurate history of our relationship with you in case of disputes.
  • Monitoring and recording our conversations with you, for example to prove you've agreed a contract with us, to help train our staff, or to help us give better service. We won't record credit and debit card details.
  • To manage our bad debt risk, including taking legal action against you if you do not pay our bills, because we are entitled to try and enforce our rights.
  • Analysing your consumption so that we can offer you tariffs that suit your circumstances and give you tailored energy efficiency advice to help you save money.
  • Aggregating your consumption with similar properties in your area so we can provide an accurate comparison tool for you and other customers.
  • To develop, test and improve the products and services we provide.
  • For research and insight purposes, to enable us to provide good customer service.

We'll process your data in order to protect your or someone else’s vital interests where:

  • We believe that someone is at imminent risk of harm. In these circumstances we may alert the Police or Social Services to check everyone’s safety. 

 

Who do we share your personal data with?

There are various circumstances where we may need to share your data with other people or organisations. These are:

  • Our parent company and other companies in the E.ON Group who may be involved in the provision of services to you.
  • Energy market administrators such as Xoserve for gas, ECOES for electricity and the Meter Point Administration Service, as we may need to check that your meter is correctly registered against your address.
  • Network operators, so they can keep you informed about reconnecting your energy supply if there's a loss of supply or an emergency.
  • Agents and sub-contractors appointed by us to facilitate our contract with you, such as Meter Operators and Data Collectors.
  • Smart DCC Ltd, who manage the data and communications network connecting smart meters to ourselves and other industry suppliers, to ensure consistency between suppliers.
  • Energy suppliers and other organisations to deal with a switch between suppliers.
  • Other energy suppliers, landlords or housing associations if we or another organisation suspect the property is connected with fraud or theft. We also contribute to the Theft Risk Assessment Service operated by Experian.
  • Agents appointed by Ofgem to test meters suspected of being faulty.
  • Other people you have authorised us to share data with, such as family members, energy brokers, solicitors and debt management companies, so we can fulfil your requirements.
  • Debt collection agencies and other organisations assisting us with debt recovery (for example, bailiffs, courts, private investigators and our solicitors).
  • Social services, the Police, distribution services or other similar agencies if we think you need extra emergency help.
  • The administrators of our Energy Fund grants, if you apply to them for help payment your bills.
  • Organisations giving you a service (for instance Green Deal), helping you compare your energy use with similar households or offer you rewards to assist you.
  • Market regulators such as OFGEM and consumer protection organisations such as the Energy Ombudsman, where we are obliged to do so under regulations.
  • Law enforcement organisations working on the detection, investigation and prevention of crime and enforcement of legislation.
  • Commissioning and installation contractors for installations such as solar panels and insulation, and HIES, the consumer protection organisation covering the installation of renewable energy products.
  • Financial organisations for purposes such as payment processing, and refunds.
  •  If you apply for Affordable Warmth-funded measures, the Energy Saving Trust and Department for Work and Pensions to confirm whether you're entitled to the assistance.
  • Finance providers if you require a loan to pay for energy saving measures.
  • Manufacturers and suppliers of energy efficiency measures who provide energy saving measures and are working for you.
  • The Department for Business Energy and Industrial Strategy, to register your Fit installation and other FiT licensees if you want to transfer your generation unit(s) under the FiT scheme.

We also share your data with service partners we engage to assist us with things like IT, telephony, bulk mailing, and mobile app platforms.

Credit Reference Agencies ("CRAs")

When you join us, buy an additional product or service or set up a direct debit for the first time, we will ask you for your consent to share your details with one or more CRAs to check your identity and see if you may have any problems paying your bills. This means that we will share your personal data with them and they will give us information about you in order that we can be sure about who we have a contract with and see if you might have problems paying your bills.

We may also tell CRAs how you're managing your account and whether you owe us any money. They might share this data with others to help them make informed lending decisions.

CRAs can also help us try to trace you if you have moved and we owe you money or you owe us money.

More information is set out in a Credit Reference Agency Information Notice which describes how the three main CRAs (Experian, Equifax and Callcredit) share and use personal data. This is available from all three CRAS and displayed on their websites. Their contact details are available here.

 

People we wish to promote products and services to

We'd like to use your personal data to communicate with you by email, text, letter, telephone, social media and via our website.

With your consent, we will tell you about products and services, promotions, tailored special offers and discounts that we think are likely to interest you.  If you’ve given us permission to send you marketing information we will respect your choices as to how you would like to receive this.

We may send you letters or call you without your prior agreement when we have a legitimate interest in doing this. Our legitimate interest might be:

  • Understanding our customer and getting to know their preferences.
  • Telling our customers about products that might meet their needs and desires.
  • Ensuring our customers are aware when they can save money.

Sometimes we may also want to rely on these legitimate interests to share your information with other organisations, both within the E.ON Group and externally, for marketing purposes.  Some examples are:

  • Organisations who can enhance or match the data we hold with additional information such as additional contact methods and insights, which enable us to understand our customers better and plan marketing activities.
  • Organisations we want to work with to promote a product or a product or service we endorse.

 

You’re in control

We won’t use your personal data to promote anything to you, or for any marketing purpose at all (including profiling you for marketing), if you have told us not to. We will give you the opportunity to opt out of receiving marketing information whenever we contact you directly for this purpose. You can also opt out, and change your consent preferences, by calling us directly or going online.

People who contact us via social media

We have accounts on most major social media channels and use their 'public' platforms to manage our social media interactions

We don't have any control over how these companies use any data shared with us through their services, and we recommend you review their privacy notices yourself. We'd also remind you that any information you post publically is visible to anyone.

If we know you're an E.ON customer and you send us personal data using a private or direct message via social media that data will be stored along with your other account records in line with our standard data retention period.

If you send us personal data via Facebook Messenger to enable us to give you a quote for a potential energy supply we'll delete the relevant messages from Messenger but they will still be available to you and Facebook unless you also delete them.

Visitors to our website

By using our website, you're allowing us to collect and use the information you give us for the purposes of your visit or as explained to you

Lead Forensics IP Tracking and Google reCAPTCHA

Lead Forensics

Our website contains tracking code provided by Lead Forensics. This code enables Lead Forensics to track activity on the business section of our website and provide E.ON with information on the IP address of the requesting computer (this data is not anonymised), the date and duration of the user’s visit, and the web pages which the user visits. This data may be used by us to contact the business about their experience or for marketing purposes. We will not pass this data to third parties for any reason. More information can be found at www.leadforensics.com.

You can opt out of the collection, storage and processing of IP data at any time by clicking on this link: Opt out of Lead Forensics tracking

Google reCAPTCHA

We use the Recaptcha service provided by Google to ensure that use of our website is by living humans, not automated spam scripts. For more information about Google reCAPTCHA and Google's privacy policy, please visit the following links: https://www.google.com/intl/de/policies/privacy/ and https://www.google.com/recaptcha/intro/android.html

 

Cookies

How we use cookies

Most internet browsers, like Firefox, Safari or Google Chrome, let websites store simple text files called 'cookies' on your computer.

They let websites remember things like your username or password so you don't need to re-type them every time you visit. They also help websites see how you use them, and this can be used to improve how websites work.

We have a legal responsibility to tell you about the kind of cookies we use, what they're for and how to turn them off. We strongly suggest you accept our cookies though, to get the best possible service from our website.

What cookies can't do

There are quite a few myths about cookies out there, so to put your mind at rest, here's what cookies can't do:

  • Read your hard disk
  • Get your login email address or other personal info unless you provide it
  • Create viruses or destructive programmes that could harm your computer
  • Instantly fill up your hard drive

What cookies do we use?

 Name

Purpose

Google Analytics, and Webtrends

These are known as website tracking tools and they're used on most websites. They give us general information about how people are using our website, including what pages they visit, how long they visit for and the kind of things they do. This helps us spot problems and improve the website.

 DoubleClick

We use these cookies on a small number of pages to see when people have come from specific websites, search engines or online advertisements. This helps us to see how people find us and how well our marketing is working.

 Xaxis

If you've shown an interest in buying something from our website but decided not to, these cookies will let a handful of other selected websites advertise that product to you.

AdInsight

These cookies let us show different phone numbers on our website, depending on whether you've come to us from a search engine, website or advert, so we can see which one works best and get value for money from our marketing.

Adobe Target 

These cookies are used to help us improve your customer experience when visiting our site. They're used to perform and measure the results of online testing. They also allow us to ensure that you get the same experience each time you return to our site.

ServiceTick

This cookie allows us to review your web session in real-time to help us improve your online experience when using our website. It allows our website team to find and fix errors and improve the usability of the website. This also allows us to manage online customer surveys and prevent them from being displayed once completed.

E.ON Your Account cookies

If you manage your account online, these cookies help our website download your information quicker and display it in the right way. The cookies also contain information about how you use our services so that we can display the content that is most relevant to you in order to improve your experience.

E.ON First time visitor cookies

The first time you visit our website, these cookies record whether you're interested in home energy or business energy. That way, when you visit again, we can take you straight to the relevant section.

Criteo

Criteo uses retargeting cookies to provide you with personalised adverts when you visit other selected websites. They use web beacons to confirm that a sale has occurred and will exclude users from further advert retargeting.

SessionCam

This cookie allows us to review your web session in real-time to help us improve your online experience when using our website. It allows our website team to find and fix errors and improve the usability of the website. This also allows us to manage online customer surveys and prevent them from being displayed once completed.

How do I turn cookies off?

How you disable or delete cookies depends on which version of your internet browser you're using, for instance, Internet Explorer 9.

You should be able to check this by going to the About section in the Help or Tools section of your browser.

To find out more, we suggest you visit aboutcookies.org, where you'll find easy to follow instructions for both deleting or controlling cookies from your browser.

aboutcookies.org is a third party website, so we're not responsible for the information on it, but we're more than happy to recommend it.

 

Automated decision making and profiling

We may use automated decision making, including profiling. This involves processing your personal data without human intervention to evaluate your personal situation such as your economic position, personal preferences, interests and behaviour, for instance in relation to transactions on your account. We may do this for the following reasons:

 

To produce statistics for analysis purposes

To identify what marketing offers are likely to interest you the most. This should ensure you only see offers that are relevant to you, but may mean you don’t see everything that we offer

To assess your credit risk. Factors such as your payment history will determine what action we take to ensure our bills are paid.

 

The rationale behind making a decision or building a profile about you will differ in each case but generally we will use what we know about you, your household and your account history and combine this with demographic and general trend data.

All this activity is on the basis of our legitimate interests in protecting our business, tailoring our services and the offers we make and developing and improving our products and services.

Your rights

If we collect or handle your personal data, you have rights as an individual which you can exercise in relation to the information we hold about you.

Right of access to your personal data

Individuals can find out if we hold any personal data about them, and access that data, by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold your personal data, we will provide you with a copy and information about what we do with it. Unless you ask us to provide it in a different way, we will email this to you where you have given us an email address.

You can request access to our data using any of the methods on our Contact Us page.

If you only want to see certain items and you agree, we will try to deal with your request informally, for example, by providing you with the specific information you need over the telephone.

Other rights you have

If you’ve given us consent to process your personal data, you have the right to withdraw that consent at any time by contacting us. If you have an online account with us, you can also make changes to that preference in your account.

You can request that we correct any mistakes, restrict or stop processing your data, or delete it. It’s worth noting that in some cases if you do ask us to correct, delete or stop processing it, we won’t always be required to do so – for example we may need to continue in order to service your account in line with our contract. If this is the case, we'll explain why.

If we are making decisions about you based solely on automated processing, including profiling, then in certain circumstances (where we are processing on the basis of a legitimate interest and the decision has legal or similar effects on you), you have the right to have a person make the decision instead. Of course, if we are profiling you for marketing purposes, we will stop altogether.

In certain circumstances (where you provide your information to us (a) with consent to process it or (b) where the processing is necessary for the performance of our contract with you), you can require that we provide the data we hold about you either to you or a third party in a commonly used format. This is commonly called ‘portability’). This only applies if we are processing it using automation only. If you would like more information about this, let us know.

Your right to contact the Information Commissioner

If you're unhappy with any aspect of how we handle your personal data you also have the right to contact the Information Commissioner’s Office (ICO), the supervisory authority that regulates handling of personal information in the UK.

You can contact them by going to their website, phoning them on 0303 123 1113 or by post to:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.

 

How long do we store your personal data for?

If you have an account with us, we will retain your personal data for seven years following the end of our contractual relationship with you (which might be when your account closes or when we have issued your final bill.) There may be circumstances when we need to keep it for longer, for instance, if you are on a long-term payment plan or to meet our legal obligations, but we will delete it as soon as we have no need to keep it further.

If we hold your data for any other reason we will delete it as soon as we no longer have a valid reason to retain it.

How we keep your information safe

When you log in to your online account or ask us for a quote, our website pages are secure, which means all the personal details you type in are encrypted before they’re sent to us.

We store and use all personal information securely, so it can't be read by anyone who doesn't need to see it.

When you get in touch with us, we'll ask you a couple of security questions before we share any personal details, just to check it's you.

When we use other organisations to help us provide services and manage your account, we have appropriate contracts in place, which limits their use of your data to only what we have asked them to do. We provide only the information they need to perform their specific services and we work closely with them to ensure that your privacy is respected and protected at all times. If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

What happens if we send your data out of the European Economic Area?

Data protection laws allow us to transfer personal data to organisations in countries within the European Economic Area (EEA), as those countries are signed up to the same laws and have to have the same controls and safeguards in place to protect your data. We may transfer your personal data to an organisation in a country outside the EEA, in which case we will only do so where the European Commission has declared that the receiving country has an adequate level of protection, or we have a contract in place which includes appropriate data protection clauses requiring that your data is handled to the same standards as we uphold.

If your data is being transferred outside the EEA, then you can obtain details of the relevant safeguards by contacting our Data Protection Officer.