What information will we collect about you?
We might collect:
- contact information (e.g. name, postal address, email address)
- information about your circumstances (e.g. age, financial situation, family, benefits eligibility)
- information about your home or business (eg age, ownership structure, energy use, type of heating, financial information)
Why do we ask for this informatioN?
We will ask for your contact details so that we can:
We will ask for information about your circumstances so that we can:
We will ask for information about your home or business so that we can:
- respond to requests, enquiries and complaints received from you
- contact you about services requested by you
- evaluate customer satisfaction and the success of any programmes we deliver and their impact on the environment
- keep our records up to date for audit purposes
We will ask for information about your circumstances so that we can:
- Assess your eligibility for support, referrals and additional energy and utility benefits and discounts
We will ask for information about your home or business so that we can:
- provide services requested by you
- assess your business’s eligibility for our support and help you access suitable grants and loans
- assess likely eligibility for other assistance you may be able to receive
Where we collect information about yoU
We will normally only collect information directly from you. If we have received your information from a third party, the organisation sharing your information with us will get your permission to do so before sharing.
We will ask you to provide information for instance, when you contact us by telephone, if you submit a ‘contact us form’, sign up for our newsletter, enter a competition, attend an event, or complete a survey.
If you ‘like’ or ‘follow’ any of our social media accounts (such as Facebook and X) we will collect information about this (including any posts you ‘like’ or share). We will use this information to provide you with more personalised advertising and to understand how people are using the information we publish on social media. You can change your settings within your social media accounts to set how organisations can target advertising to you through them.
We will ask you to provide information for instance, when you contact us by telephone, if you submit a ‘contact us form’, sign up for our newsletter, enter a competition, attend an event, or complete a survey.
If you ‘like’ or ‘follow’ any of our social media accounts (such as Facebook and X) we will collect information about this (including any posts you ‘like’ or share). We will use this information to provide you with more personalised advertising and to understand how people are using the information we publish on social media. You can change your settings within your social media accounts to set how organisations can target advertising to you through them.
Sharing information about you
We sometimes use other companies and organisations (third parties) to process personal information for us. For example, we use third parties to:
We will also share information about you when we are required to so by law or if we have your permission to do so.
- Support our energy advice service
- Carry out site surveys and assessments
- Carry out research
- Use printing services
- Make referrals for support services (e.g. Citizens Advice, energy companies, grant schemes)
We will also share information about you when we are required to so by law or if we have your permission to do so.
Direct marketing
CREW Energy will only send you direct marketing information if you have agreed to receive this information when you provided your contact details, or when you have specifically asked us to send you direct marketing.
You have the right to stop us using information about you for direct marketing purposes. You can do this at any time even if you previously consented to receive direct marketing. If you wish to change your marketing settings, either select the link included in emails or contact us directly to let us know. We will change your setting as soon as we are able.
You have the right to stop us using information about you for direct marketing purposes. You can do this at any time even if you previously consented to receive direct marketing. If you wish to change your marketing settings, either select the link included in emails or contact us directly to let us know. We will change your setting as soon as we are able.
Targeting
If you have agreed to receive direct marketing from us via email, we may use social media platforms to provide you with our targeted energy advice and information. This is done by matching the contact details you have given us with the contact details you have also given to social media providers. You can find more information on how targeted advertising works and how you can adjust your settings by visiting the relevant social media platforms listed below:
How long will we keep your data for?
CREW Energy will keep your information for:
Contact information
We will retain your information for seven years from the last active contact with us, unless we have a reason to keep for longer.
Contact information
We will retain your information for seven years from the last active contact with us, unless we have a reason to keep for longer.
Your rights
Under data protection law, you have rights with regards to the personal data we hold and use about you. Your rights are described in the guidance below. If you have any questions or concerns about how we use your personal information please contact our Data Protection Officer by writing to: CREW Energy, 164 Trentham Street, London SW15 3DJ or emailing [email protected]. CREW is a registered Community Benefit Society with the Financial Conduct Authority. The society’s register number is 7286.
You can also find useful information on the Information Commissioner’s Office’s website.
If you feel that we have not responded appropriately to any requests to use your rights you have the right to complain to the Information Commissioner’s Office (as detailed above).
For any request relating to your information we will ask for proof of identity to make sure we are talking to the right person, and to avoid disclosing information that belongs to another person. This may be done through asking questions (such as your address, telephone number, email address and reference number, should you have one) or sometimes we might ask for other evidence.
If you are asking about information relating to another person, we need to be sure you have the authority to act on that person’s behalf. Normally this can be done through evidence of a ‘Power of Attorney’ or similar document.
You can also find useful information on the Information Commissioner’s Office’s website.
If you feel that we have not responded appropriately to any requests to use your rights you have the right to complain to the Information Commissioner’s Office (as detailed above).
For any request relating to your information we will ask for proof of identity to make sure we are talking to the right person, and to avoid disclosing information that belongs to another person. This may be done through asking questions (such as your address, telephone number, email address and reference number, should you have one) or sometimes we might ask for other evidence.
If you are asking about information relating to another person, we need to be sure you have the authority to act on that person’s behalf. Normally this can be done through evidence of a ‘Power of Attorney’ or similar document.
Accessing information we hold about yoU
If you think we hold information about you, you can ask us about that information. You do not have to make this request in writing, however we will always ask questions to make sure we know who you are or we might ask for further proof of identity. This additional proof may take the form of recent utility bills or we may request to see photographic identification such as a current driving licence.
We will let you know if we are using your information and let you have access to it. We may ask you to let us know exactly what information you are looking for if we hold a large amount of information about you.
We will give you the following information:
See section regarding direct marketing
Research
You may have agreed to be part of some research that we are carrying out – for example, into changing behaviour. If you change your mind about being part of any research, please let us know and we will stop using your personal information and remove your details from the research.
Right to Object
You can object to our use of your personal information. This is because we will have either obtained you permission to use your personal information, or we will have provided you with a condition known as a ‘legitimate interest’. A ‘legitimate interest would be where, for example, you had asked us to send you a loan application form. In order to complete this request we need to know and be able to use some of your personal information.
We will always let you know you have this right when we first take your information.
In some cases we will be unable to carry out your instruction to stop using your information.
We will provide you with information about the action we have taken in one month of receiving your request to delete your information and having received any proof of identity asked for. In some cases we may require additional time to provide you with a response. We will only do this if the request is complicated or there are more than one request submitted. We will always keep in touch and let you know the status of your request.
Restricting the use of your personal information
You have the right to restrict our use of your personal information where:
Refusing your request
We may refuse a request to delete your information if the use of your information is:
If you request your information via email (or by any other electronic way) we will normally provide the copy of your personal information electronically where we can. However, we will discuss with you how you would prefer to receive the copy of your information and explain any reasons if we cannot provide your information in the way you would prefer.
Charges and refusing requests for personal information
We will normally not request payment to give you a copy of your personal information. However, we may make a charge if you have already recently requested the same information. In some very rare cases where numerous requests for the same information have been made we may refuse to provide the information again. Where we can, we will always clearly explain any decision to refuse to provide you with your personal information.
If the information you have requested includes the personal information of another individual we will (depending upon the circumstances) remove information that identifies that person.
Correcting information
If we hold information about you that is wrong you have the right to have this corrected. If we agree that the information is incorrect we will always correct this information quickly or complete information where appropriate. If we do not agree that the information is wrong we will record that you have raised a request to have the information altered and that it is in dispute.
Removing information
You can request that we delete, remove or that we erase the information we hold about you. We will do this if any of the following is true and if no legal reason to keep your personal information exists:
We will let you know if we are using your information and let you have access to it. We may ask you to let us know exactly what information you are looking for if we hold a large amount of information about you.
We will give you the following information:
- What we are using your information for
- What sort of information about you that we hold,
- Who we have shared your information with,
- If we didn’t get your information from you, we will tell you where we got it from,
- How long we are likely to keep your information.
See section regarding direct marketing
Research
You may have agreed to be part of some research that we are carrying out – for example, into changing behaviour. If you change your mind about being part of any research, please let us know and we will stop using your personal information and remove your details from the research.
Right to Object
You can object to our use of your personal information. This is because we will have either obtained you permission to use your personal information, or we will have provided you with a condition known as a ‘legitimate interest’. A ‘legitimate interest would be where, for example, you had asked us to send you a loan application form. In order to complete this request we need to know and be able to use some of your personal information.
We will always let you know you have this right when we first take your information.
In some cases we will be unable to carry out your instruction to stop using your information.
We will provide you with information about the action we have taken in one month of receiving your request to delete your information and having received any proof of identity asked for. In some cases we may require additional time to provide you with a response. We will only do this if the request is complicated or there are more than one request submitted. We will always keep in touch and let you know the status of your request.
Restricting the use of your personal information
You have the right to restrict our use of your personal information where:
- The accuracy of your personal information is in dispute and until we have been able to check your personal data to ensure that it is right
- The use of your personal data is unlawful and you want to prevent us from deleting it
- We no longer need your personal data for the reason it was collected but you want the information kept to take or defend legal action
- You have objected to our use of your personal information for direct marketing (in this case we would no longer send you direct marketing but would keep your information on a ‘list’ of people not to be contacted by us)
Refusing your request
We may refuse a request to delete your information if the use of your information is:
- for exercising the right of freedom of expression and information (e.g. for the purposes of journalism),
- to comply with legislation, or carrying out a task in the public interest, or in an official capacity,
- used in relation to a legal claim.
If you request your information via email (or by any other electronic way) we will normally provide the copy of your personal information electronically where we can. However, we will discuss with you how you would prefer to receive the copy of your information and explain any reasons if we cannot provide your information in the way you would prefer.
Charges and refusing requests for personal information
We will normally not request payment to give you a copy of your personal information. However, we may make a charge if you have already recently requested the same information. In some very rare cases where numerous requests for the same information have been made we may refuse to provide the information again. Where we can, we will always clearly explain any decision to refuse to provide you with your personal information.
If the information you have requested includes the personal information of another individual we will (depending upon the circumstances) remove information that identifies that person.
Correcting information
If we hold information about you that is wrong you have the right to have this corrected. If we agree that the information is incorrect we will always correct this information quickly or complete information where appropriate. If we do not agree that the information is wrong we will record that you have raised a request to have the information altered and that it is in dispute.
Removing information
You can request that we delete, remove or that we erase the information we hold about you. We will do this if any of the following is true and if no legal reason to keep your personal information exists:
- Your personal information is no longer needed for the reason they were collected
- You withdraw consent where the use of your information was based on consent and we have no other legal basis to continue using your information
- We have been using your personal information unlawfully
- We are required to remove your personal information because of a law applying to us.
- The right to submit a complaint to the Information Commissioner’s Office
- The right to request correction or deletion of personal information
- The right to request the restriction of your personal information
- The right to object to the processing of your personal information
This policy will be updated as necessary to reflect best practice in data management, security and control and to ensure compliance with any changes or amendments made to the Data Protection Act 1998 and General Data Protection Regulation.
In case of any queries or questions in relation to this policy please contact the CREW Energy Data Protection Officer:
Amy Reid ([email protected]).
Date: 10/12/2024
Review Date: 29/3/2025
In case of any queries or questions in relation to this policy please contact the CREW Energy Data Protection Officer:
Amy Reid ([email protected]).
Date: 10/12/2024
Review Date: 29/3/2025
