Privacy Statement and Complaints Procedure

Edwards Energy Services Limited is an independent consultancy business operating within the Energy Market providing advice, assistance and information on a wide range of energy-related topics, specifically within the gas and electricity sectors. Our Registered Office is at 16 Royal Crescent, Glasgow, G3 7SL. You can contact us at that address or by phone on 0800 12 18 240 or by email at info@edwardsenergyservices.co.uk.

Our Undertaking to you

In this Privacy Statement we will tell you how we collect and use your data. We will use it to look after your interests in the best way we can and to ensure the we can properly represent you. We will make sure we collect and store your data securely.

If you’re a customer of the company:

We collect your data from you.  This is either face to face, over the phone, email, letter or fax.

If you are not a customer of our company but have completed the enquiry form on our website or if you’ve been referred to us by a third party:

We will receive your personal data from you when you complete an online form or when we receive your data from the third party.

The types of personal data we collect

We collect name and contact details including your postal address, telephone numbers and email addresses.

If you are a customer, we collect additional personal data as is necessary to properly represent you and carry out your lawful instructions to us. This can include personal and business financial information.

What we will do with your personal data?

Where you are a customer, we will use your personal data to negotiate energy contracts with energy suppliers, monitor the market for options during the term of our relationship with you and make switching and energy efficiency recommendations.

If you are not a customer and have completed the enquiry for on our website or have been referred to us by a third party, we will use your personal data to send you the information you’ve requested and to discuss our services with you.

You have the following rights in relation to your personal data:

You have the following rights:

  • Access to the personal data we hold about you, free of charge in most cases;
  • The correction of your personal data when incorrect, out of date or incomplete;
  • Object to the processing of your personal data where we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end;
  • That we stop using your personal data for direct marketing;
  • That we stop any consent-based processing of your personal data after you withdraw that consent.
  • To ask us to delete or erase your personal data

On what basis are we processing your personal data?

Where you are a customer

Our Lawful Basis for Processing your personal data is based on your authorisation for us to act on your behalf.

Where you are not a customer and have completed the enquiry form on our website or are referred to us

Our Lawful Basis for Processing your personal data is your Consent which can be withdrawn at any time after which you will receive no further communications from us.

Personal data processed by third parties on our behalf

Your personal data will be processed by third parties with whom we are required to deal with when dealing properly and lawfully on your behalf. Examples of such parties are our IT support company, our website maintenance and management company and the online data storage providers we use. This list is not exhaustive and will change from time to time. If you require specific details, please contact us.

Our Data Retention Policy

Where you are a customer

We will retain your data in accordance with our current data retention policy.

Where you are not a customer

If you are not a customer and have completed the enquiry form on our website or have been referred to us by a third party, we will retain your personal data for 12 months from the date of conclusion of your enquiry or from the date you ask us to delete your data, whichever shall be earlier.

 

What is our Complaints Procedure?

We are committed to providing a high standard of customer service and always welcome your opinions on how we can improve upon our standards.

We understand that we will not always get things correct and if there is an issue, or if you are unhappy with the standard of service you have received, please let us know by using the procedure outlined below.

Throughout the procedure, potential resolutions may include: an explanation, the taking of appropriate remedial action and an apology.

We aim to resolve any complaints swiftly and professionally within 8 weeks and provide straight forward and honest information to our clients.

Complaints procedure

  1. Initial point of contact – please contact your Account Manager to let them know that you are not satisfied and discuss with them how we can help to resolve the issue. They will then initiate our complaint procedure to help resolve the issue.
  2. Escalation process – the complaints handling procedure can take a maximum of 8 weeks to complete. If escalation is required at any point throughout the complains procedure, please call us on 0800 12 18 240.
  3. Conclusion and Review – In the unlikely event that we do not reach an agreement which you deem acceptable within 8 weeks, Ombudsman Services may be able to assist you – https://www.ombudsman-services.org/. Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF. Phone: 0330 440 1624

To obtain a copy of the complaints procedure in other formats free of charge, or have any other queries with regards to our complaints procedure, please contact us:

Telephone: 0800 12 18 240 (Monday – Friday, 9:00am – 5:00pm)
Email: info@edwardsenergyservices.co.uk
Postal address: Edwards Energy Services Limited, 16 Royal Crescent, Glasgow, G3 7SL.

If you are unsatisfied with the manner in which we have dealt with any complaint, you are entitled to ask Onbudsman Services to investigate, www.ombudsman-services.org/complain-now. Their service is free and impartial. They can be contacted on:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624

Further, if you are unsatisfied with a matter relating to your personal data, the Information Commissioner may be able to help. You can call the Information Commissioner by telephoning 0303 123 1113.

 

This statement is dated 4 October 2022.