Privacy Policy

Introduction and Privacy Statement

Phoenix Energis Ltd will have access to some of your personal and sensitive information. We recognise that our customers value their data and privacy, and it is our mission to treat both with the greatest care. This privacy notice informs you how and why we collect your data and what you can expect from us regarding data sharing, retention, and protection. We will cover your rights and how you can exercise them, as well as what to do if you are unhappy with Phoenix Energis’s handling of your data and the avenues available for resolution.

Last Updated

This privacy notice was last updated on 10th June 2024.

Where and How We Collect Your Information

We will collect personal information about you during our sign-up process, when you contact us via phone, email, social media, letter, our website, or as part of providing our services to you.

We may also receive your personal information from other parties, including:

 Comparison websites or energy switching companies: So we can provide our service to you.

 Energy industry partners: This includes energy supply data and vulnerability data to ensure safe and accurate energy supply, which may come from your previous supplier(s) and metering agents.

 Landlords and estate agents: Those moving in or out of a property, or a landlord or estate agent, may provide us with contact information. We may use this information to contact you regarding the continuation of energy supply to your property.

 Councils, postal services, and data brokers: They may provide us with contact information, moving-home status, and other details.

 Referral scheme: People referring you to Phoenix Energis as part of our Refer a Friend scheme will provide us with your contact information.

 Smart Meters: If you have a smart meter, it will send consumption information directly from the meter, in line with the consent we receive from you. We need to collect information from your smart meter to ensure accurate billing.

 Credit Reference Agencies

 Payment Service Providers

How We Will Use Your Information

We’ll only use your personal information where necessary and as allowed by law. Generally, this will be under one or more of the following circumstances:

 To provide our services: We need to process your information to set up your account, supply your energy and services, and bill you accordingly. This includes arranging your switch to us, managing payments, maintaining your meter(s), monitoring usage, generating, and sending bills. We also use your personal information to add you to the Priority Service Register if necessary.

 To help us improve or develop our website, services, and products: We will aggregate data to improve our operations and ensure we provide the best service possible. All aggregated data is anonymised and doesn’t reveal your identity.

 To fulfil our legal and regulatory obligations: We are governed under Gas and Electricity Supply Licence conditions and by Ofgem directions and Codes. We may need to comply with court orders and disclose information to law enforcement agencies if required.

 To help us prevent and monitor any debt, fraud, and loss that may occur.

 To ensure proper employee training and meet regulatory and legal responsibilities: We may monitor and record your calls, emails, or webchat.

 To inform you of industry incentives, schemes, products, and services: If you have given consent, we will inform you about these offerings. This includes the Warm Home Discount scheme and the Energy Company Obligation scheme.

 To administer and protect our business, website, and app: Including monitoring and recording troubleshooting, data analysis, testing, system maintenance, support, and reporting.

 To maintain and improve our services: For example, we may use information from your emails and calls to train our team. We may also use your information to ensure our services are working as intended, such as understanding which parts of the website are easiest to use or whether service emails are delivered correctly. We may also contact you for suggestions on how we can improve our services.

 To communicate with you about our services: We may contact you about product updates on our website and app, and through other marketing channels, such as third-party social networks like Facebook.

 To help you switch to another energy provider: We provide limited account information to other energy suppliers if you switch to them.

 To run loyalty and reward programmes: You may have signed up for these programmes.

 To analyse account and payment activities: To help identify alternative or more appropriately tailored price plans and payment schedules that could be offered.

 To complete any other activities which we are obliged to undertake as part of our Energy Supply Licence Conditions or that we have gained consent for.

 To send you marketing communications: If you have previously opted in to receive them or shown an interest in our products and services and not opted out. This will be in line with your preferences.

Who We Share Your Information With

We sometimes need to allow our service providers to process your personal information on our behalf for the reasons set out above or as otherwise required by law.

We may also transfer your personal data to third parties for the purposes set out in ‘How We’ll Use Your Information’.

 Those named and authorised within your account: To give you the product or services you've requested. This may include family members, household members, anyone acting on your behalf, or other people who have an interest (like landlords or letting agents).

 Debt collection agencies: To help find and prevent debt, fraud, or loss.

 Credit reference agencies and fraud prevention agencies: When you sign up as a customer and routinely while you have an account with us. This helps us assess your ability to pay your energy bills, and identify any potential fraud, credit, or security risks. More information can be found in TransUnion’s Credit Reference Agency Information Notice at TransUnion.

 Another organisation if any unpaid debt is transferred.

 Our regulator, Ofgem: For legal or regulatory purposes.

 The Energy Ombudsman: For consumer protection purposes.

 Service providers who provide engineering services, industry data collection and aggregation, call-centre, IT, and system administration services.

 Demand Flexibility Service providers: Who liaise with the ESO to notify opted-in customers of DFS events.

 Marketing agencies: To provide you with information about our products and services or other products and services which may be of interest to you (provided you’ve given your consent) and to help manage any reward or loyalty schemes.

 Another supplier if you're leaving us as an energy customer: We'll pass on your information to your new suppliers. This may include any special assistance requirements and information about you as an energy customer.

 The Police or Law Enforcement: If we are asked to provide information, we will require them to provide a warrant unless we feel that it is in the best interests of our customers or the public to provide the information without a warrant.

We make sure that these third parties won’t use your personal data for their own purposes and we only permit them to use it in accordance with our instructions and the law.

Sending Your Data Outside the UK

Occasionally, we may need to pass your information to our agents and service providers, which may involve people or organisations outside the UK. The laws of some of the jurisdictions in which these people or organisations are located may not be as robust as those of the UK.

If we do, we will take all steps reasonably possible to ensure your personal information is handled securely and in line with this privacy notice. Accordingly, we have put in place strong contractual commitments with these organisations.

How Long Will We Keep Your Data

We will only keep the personal information we collect for as long as it is necessary for the purposes for which we collected it. The length of time depends on the purposes for which we used it or to meet our legal, regulatory, accounting, or administrative requirements.

We will delete any information as soon as we no longer have a valid reason to hold it. If this is not possible (for example, because your personal information has been stored in backup archives), we will securely store your personal information and prevent any further processing until deletion is possible.

We determine the appropriate retention period for the personal information we hold by considering the amount, sensitivity, and nature of the data. In addition to this, we factor in the risk of harm should your data be exposed to unauthorised access or disclosure, the reasons why we hold the data, the legal requirements, and whether we can realistically achieve the purposes in other ways.

How We Protect Your Information

We follow strict security procedures to protect personal information. This includes following certain guidelines (for example, checking your identity when you contact us).

We recommend that you do not disclose your account login details to anyone. Please always remember to log out of your account when you have finished accessing your online account.

We regularly review our practices for collecting, processing, and storing personal information, including physical security measures, to guard against unauthorised access to systems and backups to prevent the loss of information. We will continue to enhance our security procedures as new technology becomes available.

We restrict access to personal information wherever possible to people who need to know that information to process it and who are subject to contractual confidentiality requirements.

We use encryption to keep your information private while in transit.

We ensure that all of our staff are trained on the GDPR when they onboard with us.