Privacy Policy

This privacy policy sets out how solarplicity.com uses and protects any information that you give solarplicity.com when you use this website.

We are committed to providing you with a high standard of customer service, throughout your time with Solarplicity Energy Ltd.

Solarplicity.com is committed to ensuring that your privacy is protected. Should we ask for you to give us any information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Solarplicity.com may change this policy from time to time by updating this page, so do check this page regularly to ensure that you understand any changes. This policy is effective from 4th January 2016.

What We Collect

solarplicity.com may collect the following information:

  • Your name
  • Your contact information including email address and telephone number
  • Your postcode and number of bedrooms within your household for generating accurate estimations
  • Your current electricity supplier for comparative purposes
  • Your preferences and interests
  • Any other information relevant to customer surveys and/or offers

What We Do With the Information We Gather

solarplicity.com may use this information to understand your needs and provide you with a better service. This could mean:

  • Internal record keeping.
  • solarplicity.com may use the information to improve the website.
  • solarplicity.com may occasionally send emails about other information which we think you may find interesting using the email address which you have provided.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.

We may also contact credit reference agencies who will record the search. If we intend to use information for any other purposes we’ll tell you when we collect it and you’ll have at least 28 days to object. This privacy policy only covers Solarplicity Energy Ltd websites, including the Solarplicity Energy Portal Links within these sites to other websites are not controlled by Solarplicity Energy and not covered by this policy.

Security

solarplicity.com is committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. 

Contacting you

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.

Data security protection

We handle any information you provide us responsibly and securely. Solarplicity 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:

  1. Obtained fairly and lawfully and shall not be processed unless certain conditions are met
  2. Obtained for specific and lawful purposes and not further processed in a manner incompatible with that process
  3. Adequate, relevant and not excessive
  4. Accurate and up to date
  5. Kept for no longer than is necessary
  6. Processed in accordance with data subjects rights
  7. Protected by appropriate security
  8. Not transferred to a country outside the European economic area without adequate protection
  9. In processing or using any personal information you must ensure that you follow these principles at all times.

How We Use Cookies and What We Collect

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 on the Solarplicity Energy websites. We use cookies to help analyse web traffic. These small text files let you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

solarplicity.com use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to website users’ needs. solarplicity.com only uses this information for statistical analysis. 

Overall, cookies help solarplicity.com to provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. Please also bear in mind that if you do block cookies, you may negatively impact the experience of some pages on the site, particularly the ‘quotation’ engine which relies on cookies to ensure it functions as it should. We use cookies on this site to track users who have visited the quotations page to monitor conversion rates from quote to sign up. We also use cookies for all aspects of our online account management service.

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 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. 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.

Links to Other Websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites, and such sites are not governed by this privacy statement. Be cautious, and look at the privacy statement applicable to the website in question.

Controlling Your Personal Information

We will not sell, distribute or lease your personal information to third parties unless we have your permission, or are required by law to do so. We may use your personal information to send you further information, which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you. If you would like a copy of the information held on you, or you think it is incorrect or incomplete, please contact us at:

Data Protection, Solarplicity Energy Ltd, First Floor, Batchworth House, Church Street, Rickmansworth, Hertfordshire. WD3 1JE or email us at data.Privacy@solarplicity.com

solarplicity.com will promptly correct any information found to be incorrect. 

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 Solarplicity 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.

Email Communications

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.