UK Gas Service Privacy Notice

Here at the UK Gas Service, we know how important it is to keep your personal data safe, that’s why we’re committed to making sure that you receive the service you’d expect and that your privacy is protected every step of the way.

In this notice you’ll discover exactly what information we collect from you and how we then use this to deliver our services, as well as your rights. It might not be something you’re interested in, but it’s really important you have a read and of course, let us know if you have any questions.

Consumer Data Privacy Policy

Merchant will not sell, purchase, provide, exchange or in any other manner disclose Account or Transaction data, or personal information of or about a Cardholder to anyone.

What information do we collect?

When you buy a product or service through us, we’ll collect some of your personal details, to make sure you have everything you need to make the most of our services. Please rest assured that we’ll only use this for administering your contract and to support the delivery of the services or products you’ve asked for.

Examples of the types of personal information we usually collect are:

• Name

• Address

• Telephone number (including mobile)

• Email address

• Date of birth

• Payment details (Direct Debit, credit/debit card number)

• Property type (flat, house etc.)

• Information about whether you own your property

• Information about your solvency status and whether or not you are currently or have in the last 5 years

• Boiler details (make and model)

• Any additional requirements such as large print or Braille documentation

• Details of any additional authorized parties who can manage your requirements on your behalf

• IP address for your device (if visiting our website or using our app)If you would like to exercise this right, please contact us through the contact information below.

• Once you are a customer of ours, we record information about the types of services and products we provide to you

Where you opt-out of receiving marketing information from us, we will keep a record of this

The information requested during the application process is required to complete the sale of the product on offer and forms part of your contract with us. If any of the data is missing from the application form or is incorrect, we may not be able to process your request.

Our legal basis for using your data

In most circumstances, we use the personal data you provide to us in order to perform our contract with you and to provide you with the products and/or services that you have decided to purchase from us.

We also have a legitimate interest in telling you about our products and services where we think that you may benefit from them. To do this, we may use your personal data to send you information about our products and services which is based on your individual needs and requirements based on the information we hold about you. More information about this is set out in the “We’ll always keep you in the loop” section below.

We have a legitimate interest to make sure our products are used properly and we are providing the service Customers expect of us. In order to help us understand this, we may contact you for research purposes to gain insight on a recent interaction with us, and we may use open-source data to check whether policy usage is in line with terms and conditions.

Using information provided by third parties

We may receive personal data about you from our partners, which may include your name, address, telephone number and property type. A list of our partners can be found here. We use this data to contact you by post with information about our products and services. We will not contact you where you are on the Mail Preference Service, or where you have otherwise told us you do not want to be contacted by us.

We sometimes use data from other third parties or publicly available sources such as Experian, the edited electoral roll or the deceased preference service. Using this data helps us to ensure that our records are accurate and up to date by filling in any gaps on an address or clarifying vanity addresses and house numbers. It also allows us to remove anyone from our mailing lists that has passed away. We also use data for other marketing purposes. Any data we use in this way is thoroughly checked by both the supplier and our own internal teams to ensure that the correct marketing permissions are in place and that the data is being used fairly.

Keeping and storing your data

We maintain a record retention policy and schedule to make sure we keep a copy of your personal details for no longer than is necessary. We will process your data while you hold a product in order to be able to service it, in line with the purposes explained in this notice. We may also retain your data after your relationship has ended with us, in order to keep accurate records for tax, regulatory purposes and to handle any future complaints.

Some of the data that we collect may be transferred to and stored at a destination outside the UK or the European Economic Area for example some of our IT systems are run on servers hosted in the USA. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws.

Sharing your data with third parties

We often work with a number of carefully selected third parties – including water and utility companies who introduce us to their customers, so we can promote the products and services we offer.

If you’ve been introduced to us through one of our partners, we may share details of the products and services you’ve purchased from us with them. Sharing data in this way helps us resolve individual complaints and helps us ensure that we’re offering the right products, to the right people.

We respect your privacy and that’s why we don’t give your data to any third parties for marketing purposes. However, on occasion and in addition to the above, we may pass your information to a number of third parties for the following reasons:

To deliver the services you’ve asked for, which might include giving information to members of your family, household, or other people who have an interest in the property, for instance, landlords or letting agents

Some of the data that we collect may be transferred to and stored at a destination outside the UK or the European Economic Area for example some of our IT systems are run on servers hosted in the USA. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws.

For legal or regulatory purposes including fraud prevention

If we buy or sell any business or company assets

We’ll always keep you in the loop

Whenever we collect your personal information, we’ll give you the opportunity to let us know how you’d like us to get in touch in the future. We promise not to inundate you with marketing messages, but we also understand if you’d prefer not to receive anything from us.

If you’ve asked us to send you marketing material, you can change your mind at any time by contacting us using the details in the Contact Us section. You’ll also find an unsubscribe link at the bottom of every marketing email we send to you.

If you’ve given us an email address you may receive messages related to the management of your policy via email, which include policy and renewal documents. If you’d prefer not to receive these messages in this way, just let us know and we’ll be happy to provide them in paper work.