We are committed to providing you with a high standard of customer service, throughout your time with LoCO2 Energy Ltd. To help us do this, we need to collect information from you when you visit our websites and contact us. We then use it for various different purposes, these are:
- To provide you with an accurate quotation.
- To correctly set you up as a customer and to provide you with your energy supply.
- To administer your account, including informing you of any changes.
- To carry out risk assessment, credit-referencing and fraud prevention.
- To remind you about the quotations we've provided you with for a certain period after having visited our site.
- To undertake market research with a view to better understanding the requirements of our customers.
- Most importantly, to generally provide the best service to you that we can.
Data security protection
We handle any information you provide us responsibly and securely. LoCO2 Energy Ltd complies with the Data Protection Act 1998. We collect, store and use personal data carefully, and ensure that it is kept secure. We do not, and will not, pass the information that you give us to any organisations except our agents and relevant industry service providers unless you expressly gives us your permission to do so.
To comply with the law, information must be collected and used fairly, stored safely and not disclosed to any other person unlawfully. This means we must comply with the Data Protection Principles set out in the Data Protection Act 1998. These principles require that personal data must be:
- Obtained fairly and lawfully and shall not be processed unless certain conditions are met.
- Obtained for specific and lawful purposes and not further processed in a manner incompatible with that process.
- Adequate, relevant and not excessive.
- Accurate and up to date.
- Kept for no longer than is necessary.
- Processed in accordance with data subjects rights.
- Protected by appropriate security.
- Not transferred to a country outside the European economic area without adequate protection.
- In processing or using any personal information you must ensure that you follow these principles at all times.
How & what we collect
We collect the information requested by any of our web forms as well as the information you provide for the 'Get a Quote' facility on our website which is powered by a third party comparison site. We also collect information about how people use our website via Google analytics. This is so we can continually improve the online customer experience.
We may occasionally use a third party advertising service which collects information on your IP address via a smart pixel in order to retarget you with relevant advertising. To do this we work with a partner called adroll. You can find out more about cookies below and at www.aboutcookies.org.
We may monitor and record communications with you (including phone conversations and e-mails) for quality assurance and to make sure that we are meeting our legal and regulatory requirements. We may also use these recordings for training purposes.
What are cookies?
Cookies are files that are recorded in temporary Internet folders on your PC. They're a useful tool because they enable us to better understand how people use our website. This in turns means we can continually improve your online experience at the LoCO2 Energy websites.
Alternatively, you may wish to visit www.aboutcookies.org which contains comprehensive information on how to remove cookies on a wide variety of browsers. You will also ﬁnd details on how to delete cookies from your computer as well as more general information about cookies. For information on how to do this on the browser of your mobile phone you will need to refer to your handset manual.
We may use the information we have on record about you in order to contact you periodically with updates or information about your account. We may contact you by post, email, phone, text or multimedia message. If you correspond with us via social media we may also respond to any communications you have with us via the relevant social networking sites.
How to find out what data we have about you
You can e-mail us at email@example.com or write to us at:
Data Protection, LoCO2 Energy Ltd, First Floor, Batchworth Lock House, 99 Church Street, Rickmansworth, Hertfordshire. WD3 1JJ
You can also get details of the credit agencies from which we get, and which we record, information about you.
The information that you request will be provided within a maximum of 40 working days. We try to ensure that the information we hold is accurate, up to date and relevant and we'll be happy to correct any inaccuracies. There may be a fee of up to £10 for this.
Priority service customers
Where we believe that you, or a member of your household, need extra care due to factors such as age, health, disability or financial insecurity, we may record this fact on our records. We will use this information specifically for protecting these customers and their household from loss of service.
If you give us information on behalf of someone else, you confirm that you have given them the information set out in this document and that they have not objected to their personal information being used in the way described in it.
Identifying you as a customer
To ensure we keep your personal details secure, and restrict unauthorised access to your account, we will always ask you key security questions before discussing your account with you. Only named account holders can discuss or request changes to be made on your LoCo2 Energy account. Please cooperate with us when establishing your identity, to help combat identity fraud.
Please let us know if any of your personal details change, for example a change of name, email address, or other details. You can do this by contacting us by post, email, or telephone at our usual contact details.
As an environmentally focused company we are committed to taking steps to reduce our reliance on paper in our customer communications. Therefore we will strive to use email communications wherever possible. 'Phishing' is a term which refers to the illegal collection of personal information over the internet by criminal organisations or individuals pretending to be official companies. We will never email you asking for any of your personal information, such as payment/financial details. If you are ever concerned or unsure, please contact us via telephone first.
In the case of marketing communications we will always allow you to unsubscribe from this form of communication. Simply use the unsubscribe button at the bottom of the email to opt out of these communications.
From time to time we include hypertext links to sites which are created by individuals and companies outside LoCO2 Energy. We do this when there is a particular relevance to the topic you're reading about. And whilst we endeavour to check that the content of these sites is suitable, we unfortunately cannot take any responsibility for the practices of the companies who publish the sites that we link to, nor the integrity of the content contained within them.