Privacy & Cookies

Our ethical approach to data

We’ll always keep your data safe and secure, and, as knowledge is power, we'll explain why we need it and how we use it.

In a nut shell

  • We only use your data to provide you with the best possible experience.
  • We treat your data as we expect our data to be treated.
  • We will always talk to you in an open and honest fashion, just the way we like it.
  • You are always in control, you make the choice about what to receive and how.
  • We only use what we need,

Protecting your privacy online

At Good Energy, we’re 100% committed to collecting kinder energy and we want to do the same with your data. It’s important that our customers feel like they can trust us with their data as well as providing 100% renewable electricity and our greener gas.

Here at Good Energy our staff are also customers of our products and services, but we are also customers of other internet sites and services. This means we appreciate first- hand how important it is to have an ethical and open approach to privacy and data.

If you ever find you have a question about how we use your data or how we protect your privacy, you can contact us at dataprotection@goodenergy.co.uk

Navigating this page:

    • Who are Good Energy?

      Good Energy Limited supplies renewable power and greener gas. This Website GOODENERGY.co.uk is run by Good Energy PLC (“Good Energy”). For the purposes of applicable data protection laws, including the EU General Data Protection Regulation (“GDPR”) (as amended or superseded) Good Energy is the “controller” of the personal information collected through this Website.

      As a controller we are tasked with determining the purposes (the why) and means (the how) of processing personal data.

      Good Energy is a group of companies. The main operating companies are:

      • Good Energy PLC
      • Good Energy Limited
      • Good Energy Gas Limited
      • Good Energy Generation Limited

      If you’d like to read the privacy notice (updated to cover GDPR) then please download the Good Energy Group Privacy Policy.PDF

      Our contact address is
      Monkton Reach,
      Monkton Hill,
      Chippenham,
      Wiltshire
      SN15 1EE,
      UK.

    • How we use your information

      We use your information in a few different ways, from helping you pay your bill to keeping you in the loop on our new products. We only ever use your information to make your experience with Good Energy a great one.

      We have put these details in a table to make it easy for you to read and understand.

      Your name and contact details

      How we use it Why?
      Request a detailed quote We don’t collect a great deal of information in order to provide you with a quote, but if you call to get a really detailed quote we may take your name and contact information. We also ask you for up to date consumption figures to get you the most accurate quote.
      Set up a contract with us and supply your energy We have to do this for several reasons, but most importantly to fulfil our legal contract and get you supplied with energy. We need your name to go on your contract and your address to find your electric and gas meter point reference number or MPAN
      Set up your online account To set up an online account, once you have switched, we need your email address in order to create you a login.
      Send you service messages by text(SMS), email or through our app, such as service updates and meter read reminders We have to do this to fulfil our contract with you. We need to be able to keep you up to speed on changes, your bills accurate and your details current.
      Fraud prevention and detection To prevent and detect fraud against both you and Good Energy. Better for everyone.
      Protect and defend our legal rights and interests By law we have to process certain types of personal information. By holding your personal information you have legal rights, as well as Good Energy
      Protect and defend our legal rights and interests By law we have to process certain types of personal information. By holding your personal information you have legal rights, as well as Good Energy
      Showing you Good Energy adverts as you browse the web So you can see our latest tariffs, products, investment offerings and deals. Remember we have an ethical approach to this too, we don’t plan to bombarded you with adverts.
      Discovering what you, and other customers, like We are in the business of getting our customers what they want; we do this in a number of ways. We ask you. But we also look for trends and behaviours. This is all so we can remain competitive and deliver on our promise of being sustainable and profitable well in to the future. Where we analyse the behaviour of our customers, none of the results will be used to make any decision about you without obtaining your consent or where we are acting under a legal obligation to do so.

      Your date of birth information

      How we use it Why?
      Set up a contract with us and supply your energy We have to do this to fulfil our contract with you. We couldn’t do this bit without knowing you’re old enough to enter into the contract.
      Fraud prevention and detection To prevent and detect fraud against both you and Good Energy. Better for everyone.

      Sensitive information about you

      This can be stuff like medical conditions, age, number of children under 5, physical impairments and language needs. We don’t need this information for everyone, and when we do this data is stored securely and encrypted.

      How we use it Why?
      To get you on our ‘Priority Service Register’ and get you the little extras to make your service more convenient and pleasant. We are required to keep a record of all our customers that have additional needs. This could be as simple as you having children under 5 and us making sure we send you an engineer first in the case of an emergency. Or it can range to us helping with more serious or long lasting additional needs. We like to know where we need to supply a little extra help, and we like to keep these records up to date and safe.

      Your payment information

      This means storing bank details for regular payments like direct debit. It also means taking your card details and CVV or security code but don’t worry, we don’t keep that bit.

      How we use payment information Why?
      To take payment from you, and to give refunds If you opt to pay via Direct Debit, then we need this information to fulfil our contract with you. We couldn’t take Direct Debit payments without your bank details. Likewise, we need to take a swipe of your card if you make a one-off debit or credit card payment to us. Our payment process, using debit & credit cards are protected by the PCI regulation which Good Energy comply with.
      Fraud prevention and detection To prevent and detect fraud against both you and Good Energy. Better for everyone.
      Protect and defend our legal rights and interests By law we have to process certain types of personal information. By holding your personal information, you have legal rights, as well as Good Energy

      Your contact history with us

      This includes what you have said to us – for example via email, an online form, via online or web chat, over social media channels like Twitter and Facebook, and of course over the phone.

      How we use your contact history Why?
      To provide customer service and support We need this information to fulfil our contract with you. After all, you expect a great service from us.
      Train our staff So when you do contact us, our staff provide that great support and customer service we just mentioned.
      Protect and defend our legal rights and interests Everyone who we hold personal data on has the legal right to access it, at any time. Retaining your contact history maintains a record of our interactions with you for a number of important reasons.

      Your product / service history with us

      What services you have bought and what tariffs you have expressed an interest in by asking for a quote.

      How we use your product / service history Why?
      To sell you things We need this information to fulfil our contract with you, after all, if you can’t get a quote for a new tariff we can’t sell you that tariff.
      Provide customer service and support, and handle account refunds We have to do this to fulfil our contract with you.
      Discovering what you, and other customers, like We are in the business of getting our customers what they want; we do this in a number of ways. We ask you. But we also look for trends and behaviours. This is so we can remain competitive and deliver on our promise of being sustainable and profitable well in to the future. Where we analyse the behaviour of our customers, none of the results will be used to make any decision about you without obtaining your consent or where we are acting under a legal obligation to do so.

      Information about your phone or laptop, and how you use our Website and app

      Information you give us when you browse our Website or use our app, including IP address and device type, if you choose to share it with us, your location data, the cause of any system errors, as well as how you use our Website or app

      “Your device manufacturer or operating system provider will have further details on what information your device makes available.”
      How we use your Information about your phone or laptop, and how you use our Website and app Why?
      Improve our Website and app experiences and set any default options To give you a great experience
      Protect our Website and app To prevent and detect fraud against both you and Good Energy. This is unfortunate but we think it’s an essential security measure and enables us to fulfil our obligations to look after your data.

      Your responses to surveys, competitions and promotions

      How we use your responses to surveys, competitions and promotions Why?
      Run the survey, competition or promotion We’ve got to process this information to fulfil our contract with you – if we can’t use your data we can’t find a winner, or use the feedback to improve our service!

      Information we collect if you apply for a job with us

      How we use your job application information Why?
      To find talent and fill jobs We look for talent in many places; you may be able to apply for a job with us through our Website, or through third party websites such as LinkedIn. The personal information we collect about you may include your name, contact details, employment history, and any information set out in your CV. We need this information to get you through our recruitment process, and ultimately join our team.

      You don’t have to give us any of this personal information but if you don’t, you may not be able to switch to us via the Website or over the phone, and you are unlikely to receive our optimal overall customer experience. But that is your choice – and we respect that.

      We also anonymise and aggregate personal information (so that it does not identify you) and use it for purposes including testing our IT systems, research, data analysis, improving our Website and app, and developing new products and services. We also share this anonymised information from time to time with approved and vetted third parties for statistical reasons.

    • How we share your information

      We never have and never will sell any of your personal information to any third party – this includes your name, address, email address, phone number, bank details, card details or sensitive information. We stand by our ethical approach to energy, business and your data in the hope that it fosters trust in you, our customers.

      We share your information with our core and carefully selected service providers and third party platforms as required for our business to function; for example, we are partnered with a great email sending platform, and we work very closely with them. They fulfil email services on our behalf and ensure our customers get the emails we send.

      We also work closely with an industry leading credit check agent, who provide fraud detection services and credit risk reduction checks as well as the third parties we engage to provide IT systems support.

      If you choose to provide feedback on your transaction, we will share your information with TrustPilot, a third party feedback website who will capture your feedback on transactions which we use to enhance our customer service.

      Your information may be processed by a third party in order to maintain the functionality or security of our Website and app.

      In the event that you request a quote, but do not complete a transaction, you will have the option to consent to receive and email copy of your quote. You will also be able to consent to receive a reminder email from our abandon basket partner Fresh Relevance, this message may contain discounts and offers.

      Whilst you are a member of our mailing list we may share your information with trusted non-core service providers, such as marketing partners we have carefully selected to deliver incentives to participate in offers, polls, surveys, analysis or research, all of which assist us in enhancing our services. They are only permitted to you your data if you have explicitly given us your consent or ‘opted in’ to receive marketing.

      We also use services offered by Google, Facebook, Instagram and other similar social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party, however for security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means we do not disclose your email but still enables linking between your social media presence and our Website.

    • Marketing messages

      With your consent, we will send you marketing messages via email to keep you up to speed on what we are doing with our products and services.

      How to stop marketing messages from GOODENERGY.co.uk

      We make it easy for you stop receiving marketing messages from us at any time.

      To do this either;

      Once you do this, we will update your profile in our systems to ensure you stop receiving further marketing messages.

      Good Energy has number of complex systems and interactions. This update process can take a few days to affect all of our systems and records, so you may still receive the odd message while we process this request. In all cases we will have made the necessary changes within no more than 28 days from your request.

      Remember that stopping or unsubscribing from marketing messages will not stop service communications (such as meter read reminders or statements).

    • Seeing adverts for GOODENERGY.co.uk online

      As a modern online business, we engage in online advertising. This is to help you and future customers see, and find out about our products.

      Like most companies, we use targeted GOOD ENERGY banners and ads to advertise to you while on other websites and apps.

      We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.

      The banners and ads you see will be based on information we hold about you, or your previous use of GOODENERGY.co.uk (for example if you have visited specific pages of our Website) or on GOODENERGY banners or ads you have previously clicked on.

    • International transfers of personal data, and the measures in place to safeguard it

      We do not directly transfer any of your personal data outside the European Economic Area (EEA). However, some data processors may do so and this section explains the impact of these international transfers and how personal information is protected.

      Several data processors (e.g. Microsoft, Dropbox, Google) operate “cloud-based systems”, which means the information is held in information data centres in different locations.

      All the cloud-based systems we use reserve the right to hold copies of your personal information outside the EEA. Please note that the reason companies may choose to do this is to hold back-up copies, so they can guarantee recovery.

      Microsoft, Dropbox and Google may transfer personal information to cloud data centres in the USA. The personal privacy laws and safeguards in the USA are not equivalent to those in the EEA, so the European Commission has approved a system called “EU-US Privacy Shield” to make sure the personal information of European citizens is properly protected if held by participating companies in the USA. For further details, see European Commission: EU-US Privacy Shield.

      Currently Good Energy PLC choose not to use any data centres outside of the EEA either directly or indirectly for the purposes of processing Personally Identifiable Information.

    • Keeping your information

      We’ll hold on to your information for as long as you have your account, or as long as is needed to be able to provide services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.

      If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep hold of some of your information as required, even after you have closed your account or it is no longer needed to provide the services to you.

    • Your personal data rights

      The personal data we hold about you is your data, so you have certain rights over the data under the General Data Protection Regulation or GDPR. This section summarises your rights and how you can exercise them (generally free of charge).

      You have the right to request a copy of all personal data we hold relating to you. You also have the right to require us to correct any mistakes in the personal data we hold relating to you.

      Where we are processing your data based on your consent you can withdraw that consent and we must immediately stop processing your data. Please note that up to that point, we’re acting lawfully with your consent. Withdrawal of consent cannot be backdated.

      Where we process your data based on a “legitimate interest” you still have the right to object to our processing of that data if you feel it impacts on your fundamental rights and freedoms. From that point, we must stop processing your data until we have determined whether your rights override our interests.

      You also have the right to object where we are processing your personal data for direct marketing purposes.

      In certain situations, you have the right to require us to erase personal data where there is no good reason for us continuing to process it. However, note that we may not always be able to comply with your request for specific legal reasons which will be notified to you, if applicable, at the time of your request.

      You have the right to request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) where you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

      Finally, you have the right to request the transfer of your personal data to you or a third party in a structured, commonly used, machine-readable format. Note that this right only applies to automated processing of information about you, which we carry out based on your consent or where it is necessary to perform a contract with you.

      For further information on each of these rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation. If you would like to exercise any of these rights, the easiest way is by dropping us an email (see “How to contact us” below). Please note:

      1. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.
      2. We try to respond to all legitimate requests quickly, and will respond within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
    • Cookies

      We will also collect certain information automatically when you visit our GOODENERGY.co.uk Website, in particular:

      By using our Website, you agree to us placing these sorts of cookies on your device and accessing them when you visit the Website in the future. If you want to delete any cookies that are already on your computer, the “help” section in your browser should provide instructions on how to locate the file or directory that stores cookies. Further information about cookies can be found at :

      https://ico.org.uk/for-organisations/guide-to-pecr/cookies-and-similar-technologies/

      Please note that by deleting or disabling future cookies, your user experience may be affected and you might not be able to take advantage of certain functions of our Website, and the complete Good Energy user experience that we pride ourselves on providing our customers.

      Further details about our use of cookies is set out in our Cookie Policy.

    • Changes to this Privacy Policy

      We may change this Privacy Policy from time to time. If we make changes, we will notify you by revising the date at the top of this policy, and if the changes are significant, we may provide you with additional notice such as adding a statement to the homepage of the Website or sending you an email with the update.

      Please check this Privacy Policy regularly to stay informed about our information practices and the ways you can help protect your privacy.

    • How to contact us

      We always want to hear from our customers, especially if you feel we’ve let you down or could do better.

      If you:

      • Have any questions or feedback about this notice
      • Would like us to stop using your information
      • Want to exercise any of your rights as set out above, or have a complaint

      please don’t hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.

      If you have any questions, concerns or just want some more information about our privacy management, email us at dataprotection@goodenergy.co.uk or through our customer support team via our Website.

      Alternatively, if you would like to write to us, or visit, our address is:

      Monkton Reach,
      Monkton Hill,
      Chippenham,
      Wiltshire
      SN15 1EE,
      UK.

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