Terms of Service & Privacy Policy
About Us
Energy Heroes Ltd is incorporated in England and Wales. Registered company address: Union House, 111 New Union Street Coventry CV1 2NT, United Kingdom.
We are committed to protecting and respecting your privacy.
This notice sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please note that this notice applies to visitors to our website: https://energyheroes.uk
You can email us at [email protected]
Questions, comments and requests regarding this privacy notice are welcomed by using the contact details above.
Terms and Conditions
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Energy Heroes Ltd's relationship with you in relation to this website.
If you disagree with any part of these terms and conditions, please stop using the site immediately. The term ‘Energy Heroes Ltd’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Registered company address: Union House, 111 New Union Street Coventry CV1 2NT, United Kingdom. Our company registration number is 13694214. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms and conditions of use:
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
This website uses cookies to monitor browsing preferences. Further information on the cookies we use can be found in our cookie policy below.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted
by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
On submitting your details via our website contact forms, we will call you on the number provided to discuss and guide you through the next steps. You have the right to request that we do not call you but this will mean we cannot provide you with the full service you have requested by completing the form.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
Privacy Policy
Changes to our privacy notice
This privacy notice was last reviewed and updated on 1 December 2022.
It is important that the personal information we hold about you is accurate and current. Please let us know if any personal information which we hold about you needs to be corrected or updated at any time.
How we collect personal data
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We use different methods to collect personal data about you, and there are different ways that we might do so. The way in which we collect your personal data may also depend on your relationship with us (for example, if you are a direct customer or a referral from another company).
This privacy notice tells you what to expect when we collect personal data about individuals in the following ways:
- visitors to our website:
anyone who interacts with us or contacts us through social media; or anyone who contacts us, or when we contact you.
- data you provide to us directly:
if you request that we provide you with a quotation, you will need to provide us with suitable data in order to give us the ability to process this request.
Outlined below, in the "Categories of personal data" section is a list of the sorts of data we require in order to action your request.
This privacy notice also explains the types of personal information we collect from you, and the lawful basis we rely on under data protection legislation to use your personal data.
Under data protection legislation, we are only permitted to use your personal data if we have a lawful basis for doing so as set out in the data protection legislation.
Where we rely on our legitimate interests (or those of a third party) as the lawful basis for processing, we have done so on the basis that our legitimate interests (or those of a third party) do not override your interests and fundamental rights. This is called the "balancing test" and you have the right to ask us for information on the test that has been undertaken, by using the contact details above.
End-User Analytics and Cookies
We will collect details of your visits to our websites, including traffic data, location data, weblogs and other communication data and the resources you access on our website. We also collect information about your device and your visits to and use of our site, including, where available, your device's IP address, geographical location, operating system, referral source, browser type, length of visit and number of page views. We will collect this information for the purposes of system administration and optimising the use of our site. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.
How we use your data
All personal data collected about your visit to our website is handled internally by our company , and we take the protection of your personal data seriously.
As a necessary part of creating quotes, deals and contracts, we submit your information on our aggregator platform, Evolve Tech Online, whose privacy policy can be found here:
https://www.evolveonline.tech/privacy-policy/
As part of communicating with us, you will submit personal data about yourself which includes your name, email address, telephone number and any other additional information you choose to provide to us. We will use your personal data for our legitimate interests (or those of a third party) where it is necessary for any of the following:
- to submit your information to our aggregator, Evolve Tech Online for the purposes of obtaining quotes and submitting contracts
- to contact you when you submit a query or complaint to our website or request us to call you back
- to administer caller information (so we know if you have called us before)
- to investigate and follow up with you in regard to any query or complaint you make to us (as applicable)
- to deal with your query.
We will retain records of our correspondence with you, for a period of 7 years from the date of last correspondence.
Please note that we record all telephone calls from our call centre, either when we contact you or you contact us. We use a third party service provider to provide call recording and other telecommunication services on our behalf. It is in our legitimate interests to record these calls to:
- ensure we are providing you with excellent customer service
- use for training purposes for our call centre staff
- assist us in the future, if we ever receive a complaint from you and to enable us to investigate your complaint.
We will retain copies of call recordings for a period of 7 years from the date of your call.
You can contact us at any time to see what data about you is being held on our system, and to request its removal should you prefer to do so.
Note that in the case of your data removal, any subsequent issues arising from any contracts you might have set up, or complaints you might have against to Energy Heroes Ltd, would require us to process and hold your data during the time required to either solve any issues or complaints you might have, after which such data would be removed from our systems.
Third parties
As just mentioned, our site and our relationship with our aggregator (EvolveTech Online) Partner Portal contain links to and from the websites of our third party partner networks, suppliers and affiliates. If you follow a link to any of these websites, please note that these websites collect personal data for their own purposes and have their own privacy notices. We do not accept any responsibility or liability for these third parties or their data activities on such websites. Please check their privacy notices before you submit any personal data to these websites.
Categories of Personal data
The table below sets out the categories of personal data we collect from you, the purposes for which we use your personal data and the lawful basis we rely upon for processing your personal data. Please note that how we process your personal data will vary depending on whether you are a visitor to our website, a Broker Partner or a customer of a Broker Partner, as further described below:
- Title, first name, surname, email address, telephone number, mobile number, and address
- Any other personal data you provide us with
To allow us to quote or broker your sale with your chosen energy, water or telco partner, it is in our legitimate interests to use this information to be able to deliver our service:
- Title, first name, surname, email address, telephone number, mobile number, and address
- Any other personal data you provide us with
To contact you by phone or email to confirm the details of the contract you have agreed to, it is in our legitimate interests to use this information to be able to deliver our brokering service:
- Title, first name, surname, email address, telephone number, mobile number, and address
- Any other personal data you provide us with
To enable us to investigate complaints and/or deal with any enquiry or query you may make
It is in our legitimate interests to investigate and resolve your enquiry or complaint
· (To the extent you are a sole trader or partnership) Business name and address, energy meter numbers, contract end dates, current energy charges, authorised signatory details and details of any complaint
· Contact details, identity of authorised signatory and details of any complaint
· Title, first name, surname, email address, telephone number, date of birth, home address; and
· (To the extent you are a sole trader or partnership) business name and address, energy meter numbers, contract end dates, current energy charges, energy usage, bills, lease agreements
To undertake due diligence and verification checks on our Broker Partner’s customer and to ensure that the sale details are accurate
Consent
It is in our legitimate interests to undertake these searches to ensure the sale details are accurate:
- Meter number, meter serial number and business address
To undertake the following searches with GB Group Services (and other similar third party data providers from time to time) (where applicable): (i) with your address to find a meter number associated with that address; (ii) with your meter number to check it is associated with the business address we hold; and (iii) using your meter serial number to confirm your meter number
It is in our legitimate interests to undertake these searches to ensure we have an accurate meter number for you in order to ensure the sale details we provide to your chosen energy or water partner are accurate
- Meter number, annual consumption and business address
To undertake searches with ElectraLink to confirm your consumption (including half-hourly data where relevant), your current energy supplier and the business address associated with that meter, in order to provide a more realistic indication of prices available to you, for the purpose of locking-in and managing your contract effectively.
Consent – you will be provided with a clear choice to participate in these searches and share your data with this third party and you have the right to withdraw consent at any time in accordance with section 9.3(f). Please also see section 5 for more information.
- Meter number and annual consumption
To undertake searches with Xoserve on the national energy database to confirm your annual consumption, in order to provide a more realistic indication of prices available to you, for the purpose of locking-in and managing your contract effectively.
It is in our legitimate interests to undertake these searches to ensure that: (a) the details you have provided us with are accurate; and (b) we provide accurate information to your new energy provider to mitigate the risk of any errors and/or delay for you in signing-up to your new energy contract
Website visitors, and customers
- Title, first name, surname, email address, telephone number, mobile number, and address
- Any other personal data you provide us with
- To notify you about any changes to our privacy notice
It is in our legitimate interests to ensure you are kept up-to date with changes to our privacy notice
- Title, first name, surname, email address, telephone number
- Any other personal data you provide us with
To enable us to deal with any queries, complaints or enquiries you submit via our website or by contacting us
It is in our legitimate interests to investigate and resolve your query, complaint or enquiry
· Title, first name, surname, email address, telephone number, mobile number, address and IP address; and
· Any other personal data you provide us with
To ensure that content from our website is presented in the most effective manner for you and your device
It is in our legitimate interests to study how customers use our products/services, to develop them and to grow our business
· Title, first name, surname, email address, telephone number, mobile number, address and IP address; and
· Any other personal data you provide us with
To enable us to effectively administer, develop, support and improve our website and improve your browsing experience by personalising our website
It is in our legitimate interests to study how customers use our products/services, to develop them and to grow our business
· Title, first name, surname, email address, telephone number, mobile number, address and IP address; and
· Any other personal data you provide us with
To allow you to participate in interactive features of our service, where you choose to do so
Consent – you will be provided with a clear choice to participate in these features and you will have the right to withdraw consent at any time in accordance with the "How We use Your Data section
Cookie Policy
Our website, energyheroes.uk, uses cookies to distinguish each user of our website. Doing this helps us to provide a good browsing experience to you when you are visiting our website, and also allows us to improve our site.
Cookies are small text files of letters and numbers which we store on your browser, your device or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive. The cookie will help our website, or another website, to recognise your device the next time you visit.
There are many functions cookies serve. For example, they can help us to remember your username and preferences and analyse how well our website is performing.
Certain cookies contain personal information – for example, if you click to “remember me” when logging in, a cookie will store your username. Most cookies won’t collect information that identifies you, and will instead collect more general information such as how users arrive at and use our websites, or a user’s general location.
We use the following cookies:
Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website.
Analytical / Performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily. (Note: we do not use Google analytics on this website, only internal analytical tools that are part of the Wordpress ecosystem. These anonymise data).
Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalize our content for you and remember your preferences.
Third party cookies. Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) also use cookies, over which we have no control. These cookies are analytical / performance cookies.
More Information (including blocking or restricting cookies)
You can stop cookies being used on your device by activating the setting on your browser that allows you to block the deployment of all or some cookies. Please visit www.allaboutcookies.org to find out how. Please note, if you use your browser setting to block cookies you may not be able to access all or parts of our site.
If you have any queries regarding this Cookie Policy please get in touch with us by email [email protected] or telephone 02033221450
Complaints Policy
Energy Heroes Ltd is dedicated to providing its customers with the best possible price for their utilities and we are keen to assist customers in resolving concerns they may have where a contract has been processed via our services. We are committed to ensuring that customers receive a high standard of service.
If we haven't been able to do this, and you wish to complain about the service you have received, please contact us and we will do our utmost to remedy any outstanding issues.
You can register your complain via email, phone, or by writing to us, using our contact details here:
Contact:
Telephone: 02033221450
E-mail: [email protected]
Post: 67 WELLINGTON ROAD NORTH, MINSHULL HOUSE, STOCKPORT,
ENGLAND SK4 2LP
We take all complaints seriously, and endeavour to respond accordingly within 14 days of receipt of a complaint.
In order to help us best serve you, please outline the exact details of how you consider that we've not been able to meet your expectations, or deliver the service that we aim to provide, giving as much detail as possible, including:
- Your contact details
- Details of the sales quotation, contract length
- The specifics of where you feel that we have not provided you with the service that you expected
PLEASE NOTE: We are not able to handle complaints in regards to any existing contracts that you have with energy service providers - if they are not delivering the service you're expecting or require, please contact the service provider directly via the communications methods they will have sent you via email.
If Energy Heroes Ltd cannot resolve your complain directly, or if it’s been unresolved for more than eight weeks, you can escalate your complaint to the Ombudsman Services for Energy Brokers, which is an impartial and free for you to use.
Their contact details are as follows:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]