What are Cookies?
Small files created using numbers and letters combine to create online cookies. These files are stored on the hard drive of the user’s device and allow a web browser and/or website to store information. These packets of information are then reused the next time you visit the website to create a better, more efficient user experience.
Please Note: By using our website, you are in agreement with our cookies policy. We may store and access cookies on your device.
Our Cookies Policy
The majority of web browsers allow partial control of cookies by using the browser settings on your chosen device. If you would like to know more about cookies and understand how they work, you can utilise websites such as www.aboutcookies.org or www.allaboutcookies.org.
There are set cookies created by Google that are designed to collect information about how users interact and behave on a website. These cookies can be managed and the data they produce enable website managers to make tailored improvements.
The data collected is done so anonymously to ensure personal information is kept secure. You can learn more about Google’s cookie protection policy here.
Ampoweruk Ltd (company number 09994899 ) is the data controller of your personal data (referred to in this Policy as “Ampower” or “we”).
If you have any questions about your personal data which are not answered by this Policy, please contact our Data Protection Officer:
Data Protection Officer: Chris Holdsworth – Ampoweruk Ltd, Challenge House, Sherwood Dr, Bletchley, Milton Keynes MK3 6DP
How We Collect Your Personal Data
Information provided by you
We collect your personal data to give you the best possible experience as a user of our products and services. In general, we collect information from you when you interact with us to request a quote or availability check, open up an account, visit our website, enter a competition, complete a survey or contact us with an enquiry or complaint. This covers all channels of communication with us, including over the telephone, email, live chat, website, social media and in person.
We’ll collect the following information from you when you request a quote or availability check:
- Your name
- Contact address
- Email address
- Telephone number
- Meter readings (if you are an energy customer
When you open an account, we’ll also collect:
- Name and contact details of individuals authorised to access your account
- Previous address history
- Your date of birth
- Bank account or payment details
To be sure that we’re offering you the best option for your circumstances, we may request additional personal data to check whether you’re eligible for certain tariffs or government discount schemes. This might include:
- Details of your household income
- Information about any health or medical conditions that you may have
If you feel you’re in a vulnerable situation, we may ask you for and/ or process the following information, so we can fulfil your request appropriately or place you on our Priority Service Register:
- Details of your health or medical conditions
- Any other information that you provide us with as part of your application
Should your circumstances change, we may also ask for the following to allow us to service your account:
- Your new address or a copy of your tenancy agreement, should you move home
- Banking details, should you decide you would like to set up a direct debit with us
- Documentation to support a change of name request, such as a marriage certificate, decree absolute or deed poll
- Documentation to help us close or transfer an account in the case of a bereavement, such as death certificates, solicitors’ correspondence, wills or probate documents.
We will also obtain or request the following information if you contact us with an enquiry or complaint:
- Any information that you disclose to us as part of your enquiry or complaint
- Necessary information to resolve your complaint, which could include:
- Bills from your previous supplier
- Legal documentation
- Tenancy agreements
- Copies of cheques or bank statements
If you enter one of our surveys or competitions on social media, we will collect the following:
- Your contact details
- Any information that you disclose to us in your responses
When you visit our website: www.ampoweruk.com
Please have a look at more details at our cookies policy at www.ampoweruk.com/cookies-and-privacy-policy
Information collected from other sources
We may obtain your personal data when you interact with us through third parties, such as price comparison websites and third-party sellers.
Depending on the services you buy from us, we may also collect your personal data from sources such as credit reference agencies, industry data service providers and broadband and telecommunications infrastructure providers.
If you have a smart meter installed in your property, we’ll automatically collect information regarding your energy consumption.
Price comparison websites and third-party sellers:
Your personal data will be passed onto us from price comparison websites and third-party sellers should you choose to interact with them to generate a quote or open up an account with us.
Credit reference agencies:
When you open up an account with us, your credit score will be provided to us by third party credit reference agencies.
Industry data service providers:
If you’re an energy customer, we’ll receive information from national databases for the gas and electricity markets. This will include information such as unique identifiers linked to your meter and the location of the registered property.
How We Use Your Personal Data
We’ll use your personal data for the purposes outlined below:
To fulfil our contractual agreement to provide you with our products and services:
Where requested by you, to provide you with a quotation for any of our products and services
- To deliver our products and services to you according to our contractual agreement
- To manage the forecasting and calculation of consumption data and validate invoices
- To collect customer payments and manage payment plans
- To contact you with important information about your account, including bills and statements
To comply with our legal obligations, and for the establishment, exercise or defence of legal claims:
- To comply with our regulatory requirements, for example those under OFGEM such as Warm Home Discount, Green Deal and ECO.
- To meet our data protection obligations to verify your identity, before we provide you with information relating to your account
- To resolve any disputes relating to your service usage with us, or your previous supplier
- For the detection and prevention of crime, including any investigations into potential fraudulent activity, such as energy theft
- To ensure that your contact details are correct, so that we are able to comply with our requirements to update the Emergency Services database
- To respond to requests for information from the police and government bodies, to support in criminal investigations
- To offer a priority service for vulnerable customers, such as those with specific health or medical conditions
Where we have legitimate business interests:
- To respond to customer enquiries and complaints
- To manage payment schedules, credit levels and debt collection
- To understand customer behaviour, so that we can provide you with products and services that are best suited to your requirements
- For management information (MI) reporting purposes, to help us continually improve our offering to our customers
- To assess the financial vulnerability of our customers, so that we can ensure you are on the best plan for your individual circumstances
- Subject to your marketing preferences, to provide you with information about products and services that we think you’d benefit from, by post, telephone or by electronic means
Where we have your consent:
- To place you on our Priority Service Register
- To provide you with information about products and services that we think you’d benefit from in accordance with your marketing preferences
If you are an existing customer, subject to your marketing preferences, or where you have otherwise expressly consented, we’ll send you relevant information about products and services that we think you’d benefit from. This could include updates about more cost-effective plans that we have identified for you, based on your usage.
We’ll never sell your data to third parties for marketing purposes. However, subject to your marketing preferences, we may send you recommendations about third party products and services that could be of interest to you.
This information could be sent to you via text, telephone, email or post.
You can opt out or update your marketing preferences at any time by contacting us.
We may perform automated processing in the form of a credit check before we open up an account for you. We use credit reference agencies to confirm the following:
- That you live at the property you’d like Ampower to supply
- The previous addresses you may have occupied
- Your credit score. This is calculated by credit reference agencies based on information including (but not limited to) your financial accounts, credit applications and insolvency related events.
For more information regarding how your personal data is processed by our credit reference agencies and how your credit score is calculated, please visit Experian at www.experian.co.uk/crain/index.html
We will use this information to calculate a FUL credit score. This will be used to assess whether you are likely to be able to afford payments for our products and services.
If you are applying as an energy customer and you fail to pass our credit checks, we will ask you for a security deposit, before we set you up as a customer.
We sometimes record calls for training and monitoring purposes, and to assist us in the provision of our products and services to you. We also will retain these calls to keep a record of our contractual agreement with you, and to help us investigate any complaints or disputes.
Sharing your personal data
Your personal data may also be shared with the following categories of third parties:
- Broadband, telecommunications, energy and home services infrastructure providers, so that we can provide you with access to our products and services
- Installation service providers, to enable us to send out engineers to your property
- Warehouse storage and fulfilment centres, so that we can fulfil our orders and send our products and services to you
- Price comparison websites, should you use these third parties to generate a quote or register as a customer with us
- Fraud protection and prevention services, such as the TRAS fraud prevention agency, to help us to identify any potential fraudulent activity and for the prevention and detection of money laundering
- Outsourced contact centres, who assist us in our customer service operations
- Debt collection agencies, to help us recover any outstanding debt
- Credit reference agencies, to enable us to perform a credit check prior to entering into contract with you
- Payment providers, to enable you to make online payments for our products and services
- Printing and distribution services, so that we can send out mailings to you
- Industry regulators, legal and tax services, to help us comply with our legal and regulatory obligations
- Distribution Network Operators (DNOs) and the police, should we be required to provide any information in order to support an investigation
- Dispute and complaints services, should we need to resolve a complaint with you
- IT service providers, to enable us to manage and host our IT platforms
- Third party telesales companies and sales agents, who may contact you on our behalf with offers of our products and services
- Social media platforms and management tools, to enable us to respond to any communications with you via our social media channels
- Marketing and advertising agencies, to help us develop our marketing communications so that they are relevant for you
- Survey hosting providers, to enable us to send out surveys to you so that we can learn from your feedback and improve our customer service
- Voucher and gift fulfilment companies, should you be entitled to receive an incentive from us
- Referral marketing platforms, should you choose to participate in our Refer a Friend scheme
- Independent organisations and charities, such as Citizens Advice, should you choose engage with us or raise a complaint through these channels
- Telephone directories, if you inform us that you wish to be listed in a directory
We will also disclose your personal data to third parties:
- Where it is in our legitimate interests to do so to run, grow and develop our business:
- If we sell or buy any business or assets, we may disclose your personal data to the prospective seller or buyer of such business or assets;
- If Ampoweruk and all of its assets are acquired by a third party, in which case personal data held by us will be one of the transferred assets;
- If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, any lawful request from government or law enforcement officials and as may be required to meet national security or law enforcement requirements or prevent illegal activity;
- To enforce our contract with you, to respond to any claims, to protect our rights or the rights of a third party, to protect the safety of any person or to prevent any illegal activity; or
- To protect the rights, property or safety of Ampoweruk, our employees, customers, suppliers or other persons.
Some of the companies with whom we share your data may use your data in countries which are outside of the European Economic Area. Please see the section below entitled “Where is my personal data stored?” for more detail on this aspect.
Save as expressly detailed above, we will never share, sell or rent any of your personal data to any third party without notifying you and/or obtaining your consent. Where you have given your consent for us to use your personal data in a particular way, but later change your mind, you should contact us and we will stop doing so. You can do so by:
Where is my personal data stored?
When we do send personal data outside the EEA, we will ensure that appropriate safeguards are in place to protect your data in accordance with European data protection requirements, such as the General Data Protection Regulation (GDPR). These may include:
- Sending information to countries which have been deemed as having adequate protection by the EU
- Entering into European Commission approved standard contractual arrangements with the third party.
For more information, please contact us by:
Ampower have implemented appropriate technical and organisational measures to protect the confidentiality of the personal data that you entrust us with. We update and test our physical, logical and procedural security controls on an ongoing basis. These include limiting access to your personal data to those who need it and training our employees about the importance of maintaining the privacy and security of your personal data.
How long do we keep this information?
- To comply with the minimum regulatory retention requirements as set by OFGEM, and the Department of Energy and Climate Change.
- To comply with the statutory retention periods for accounting records, as set by the Companies Act and HM Revenue & Customs (HMRC).
- To comply with the retention periods set by the TRAS Fraud Prevention Agency
Where our retention periods are not governed by legislation, our retention policy is based on commercial justifications, which have been set in accordance with the principle of retaining personal data for no longer than is necessary for the purposes for which it is processed. These include:
- To comply with our Supplier Licence Conditions
- To enable us to provide you with our products and services
- To allow us to resolve any disputes or complaints
- For the detection and prevention of fraud
We would keep your data for 3 years. If you would like us to remove your details before that please let us know by contacting us via email.
Data subject rights
The following section sets out your rights in relation to your personal data. This includes your rights under the Data Protection Act, in addition to the enhanced rights that you will be entitled to post 25th May 2018, following the coming into force of the GDPR.
If you would like to exercise any of your data subject rights, please contact us by:
You have the following rights and choices in relation to your personal data:
Certain personal data may be exempt from such requests in certain circumstances. If an exemption applies, we will tell you this when responding to your request. We may request that you provide us with information necessary to confirm your identity before responding to any request you make.
- You have the right to ensure that any information we hold about you is accurate and kept up to date. Please let us know if you would like to update any inaccurate or incomplete records.
You are also entitled to the following additional rights under the GDPR. These rights will become effective after 25th May 2018.
- You have the right to request that we erase your personal data on the following grounds:
- Your personal data is no longer necessary in relation to the purpose for which it was collected or processed
- If the processing is based on consent, you choose to withdraw your consent and there is no other legal ground for processing
- You object to processing, and there are no overriding legitimate grounds to continue the processing
- Your personal data has been processed unlawfully
- Your personal data must be erased for compliance with a legal obligation
- You have the right to request the restriction of processing of your personal data under specific conditions, unless we have a lawful reason to continue, such as for the establishment, exercise or defence of legal claims.
- You have the right to request a copy of personal data you have provided to us in a structured, commonly used and machine-readable format, so that you can transmit this to another organisation. Where technically feasible you can also request that we transmit this data to another organisation.
- You have the right to object to processing which is based on:
- Legitimate interests
- Tasks carried out in the public interest
- Direct marketing
- You have the right not to be subject to any decisions made based solely on automated processing, including profiling, which produces legal effects or significantly affects you. Where such decisions are made, you have the right to:
- Obtain human intervention
- Express your point of view
- Obtain an explanation of the decision and challenge it
If you would like to make a complaint, please contact our Data Protection Officer:
Data Protection Officer
Ampoweruk Ltd, Challenge House, Sherwood Dr, Bletchley, Milton Keynes MK3 6DP
You also have the right to lodge a complaint with the supervisory authority, the Information Commissioner’s Office.