Privacy Notice
Last updated: March 2026
This privacy notice explains how Energy Complaints collects, uses, and protects your personal data when you use our website or services.
Energy Complaints is a trading name of Energy Solutions. Energy Solutions is the data controller responsible for your personal data.
Data controller: Energy Solutions Hudson House 8 Albany Street Edinburgh EH1 3QB
Contact: info@energy-complaints.co.uk Telephone: 0131 610 1688
1. What We Do
Energy Complaints helps UK businesses resolve complaints against energy suppliers. We act as an independent intermediary, managing billing disputes, mis-selling claims, contract rollover challenges, backbilling disputes, and Energy Ombudsman escalations on behalf of business clients.
We are not the Energy Ombudsman. We are not regulated by Ofgem. We are an independent complaints management and dispute resolution service.
2. What Personal Data We Collect
We collect personal data in the following ways:
When you submit an enquiry or complaint via our website, we collect:
- Your name
- Your company name
- Your email address
- Your telephone number (if provided)
- Your energy supplier
- The nature and description of your complaint
- Your approximate annual energy spend
When you use our website, we may collect:
- Your IP address and approximate location
- Browser type and device information
- Pages visited and time spent on the site
- Referral source (how you arrived at our site)
This technical data is collected via cookies and analytics tools. Please see our Cookie Policy for details.
When we take on your case, we may additionally collect:
- Energy account details and account numbers
- Meter reference numbers (MPAN or MPRN)
- Copies of energy invoices, contracts, and correspondence
- Meter reading records
- Details of previous communications with your supplier
Most of this additional data is obtained directly from you or requested from your energy supplier on your behalf once you instruct us to act.
3. Why We Collect Your Data and Our Legal Basis
We process your personal data on the following legal bases under UK GDPR:
Contract performance — when you instruct us to manage your complaint, processing your personal data is necessary to carry out the services you have requested. This includes reviewing your case, corresponding with your supplier, and escalating to the Energy Ombudsman where required.
Legitimate interests — we process certain data to operate and improve our service, respond to enquiries, and assess whether a case is suitable for us to take on. We have assessed that our legitimate interests do not override your rights and freedoms.
Legal obligation — in some circumstances we may be required to process or retain data to comply with legal requirements, including data protection law.
Consent — where we rely on consent (for example, for any direct marketing communications), you can withdraw that consent at any time by contacting us at info@energy-complaints.co.uk.
4. How We Use Your Data
We use the personal data we collect to:
- Assess and respond to your initial enquiry
- Manage your complaint or dispute on your behalf
- Correspond with your energy supplier, the Energy Ombudsman, or other relevant bodies
- Keep you informed of progress on your case
- Issue and process payments where money is recovered on your behalf
- Comply with our legal and regulatory obligations
- Improve our website and services
We do not use your data for automated decision-making or profiling.
5. Who We Share Your Data With
We share your personal data only where necessary and with appropriate safeguards in place.
Your energy supplier — we correspond directly with your supplier as part of managing your complaint. This requires sharing relevant case information including your account details and the nature of your dispute.
The Energy Ombudsman — if your case is escalated, we submit a case file on your behalf which includes personal and account data necessary for the Ombudsman to review the complaint.
Ofgem or other regulatory bodies — in limited circumstances, we may need to share information with Ofgem or other authorities as part of a formal regulatory process.
Our service providers — we use third-party services to operate our website and manage our communications. These providers act as data processors under our instruction and are contractually required to protect your data. They include our website hosting provider and email platform.
We do not sell your personal data to third parties. We do not share your data for marketing purposes.
6. How Long We Keep Your Data
We retain personal data for as long as is necessary for the purpose it was collected.
- Enquiries that do not proceed to a case: data is retained for 12 months from the date of enquiry, then deleted.
- Active cases: data is retained for the duration of the case and for 6 years after the case is closed, in line with standard contract limitation periods.
- Website analytics data: retained for 26 months in line with standard analytics retention periods.
After the applicable retention period, data is securely deleted or anonymised.
7. Your Rights
Under UK GDPR, you have the following rights in relation to your personal data:
Right of access — you can request a copy of the personal data we hold about you.
Right to rectification — you can ask us to correct inaccurate or incomplete data.
Right to erasure — you can ask us to delete your data in certain circumstances, for example where it is no longer necessary for the purpose it was collected.
Right to restriction — you can ask us to restrict how we process your data in certain circumstances.
Right to data portability — you can ask us to provide your data in a structured, commonly used format so it can be transferred to another organisation.
Right to object — you can object to our processing of your data where we rely on legitimate interests as our legal basis.
Right to withdraw consent — where we process data on the basis of your consent, you can withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.
To exercise any of these rights, contact us at info@energy-complaints.co.uk or write to us at the address above. We will respond within one calendar month.
8. Cookies
Our website uses cookies to enable core functionality and to collect anonymised analytics data. You can manage your cookie preferences at any time. Please see our Cookie Policy for full details.
9. Security
We take reasonable technical and organisational measures to protect your personal data against unauthorised access, loss, or disclosure. Our website uses SSL encryption. Access to case data is restricted to staff involved in managing your complaint.
No method of transmission over the internet is completely secure. If you have concerns about the security of data you have shared with us, please contact us immediately.
10. Changes to This Notice
We may update this privacy notice from time to time. When we do, we will update the “last updated” date at the top of this page. We will notify you of significant changes where we hold your contact details and the change materially affects how we use your data.
11. How to Complain
If you are unhappy with how we have handled your personal data, please contact us first at info@energy-complaints.co.uk so we can try to resolve the matter.
If you remain unsatisfied, you have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO):
Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF
Website: ico.org.uk Helpline: 0303 123 1113
This privacy notice applies to personal data collected and processed by Energy Solutions (trading as Energy Complaints) in connection with the energy-complaints.co.uk website and complaints management service. It does not apply to third-party websites linked from this site.