Privacy Policy

We’re committed to our customers. As well as providing you with unbeatable value and an excellent service, we believe it’s important to protect your privacy.

Privacy Policy

Ecotricity Group & Ecocloud

Signing up for one of our online products automatically includes you in Ecocloud. This means you can use the same username and password for services like Ecotricity, Ecotopia, and Electric Highway as well as any new services we include in the future.

Eventually, you’ll be able to see all of your products with us on one screen and manage your preferences for these services in accordance with the information below.

Why do we have a privacy policy?

We’ll collect certain personal information from you when you use our website, when you get in touch with us about becoming a customer and, if you sign up.

The purpose of our privacy policy is to let you know:

  • How and why we collect your personal information
  • How we use your personal information
  • How we protect your personal information
  • How you can access your personal information.

We use it to:

  • Provide you with any goods or services requested
  • Administer your account, including telling you of changes
  • Do risk assessment, credit-referencing and fraud prevention
  • Better manage our call centre
  • Identify whether you may have experienced problems requesting one of our products or services
  • Generally provide the best service to you that we can!

We also use it to:

  • Tell you about special offers from our partners and other companies in the Ecotricity Group
  • Do marketing and market research
  • Tell you about cool new stuff on our website.

If you'd rather not receive this information, please let us know by contacting our Customer Support Team on 0345 555 7 100 or home@ecotricity.co.uk.

We sometimes 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 Ecotricity websites. Links from these sites to other websites are not covered by our policy.

Data security protection

Ecotricity complies with the Data Protection Act 1998. We collect, store and use personal data carefully, and make sure that it is kept secure. We do not, and will not, pass information you have given us to any organisations except our agents and relevant industry service providers.

How and what we collect

We collect information through our web forms, together with any comments or ideas that you may send us. We also collect information about how people use our website, so we can improve the website.

To meet legal and regulatory requirements, we may monitor and record communications with you (including phone conversations and emails) for quality assurance purposes. We also monitor calls as part of our staff training.

How to find out what data we have about you

You can email us at dataprotectionofficer@ecotricity.co.uk or write to:

The Data Protection Officer, Lion House, Rowcroft, Stroud, Gloucestershire, GL5 3BY.

We can also give you details of the credit agencies we use to get, and record, information about you.

We’ll let you have the information that you request within a maximum of 40 working days. We try to make sure that the information is accurate, up to date and relevant. We’re happy to correct any inaccuracies, but there may be a fee of up to £10 for this.

Priority service customers

If you, or a member of your household, need extra care due to factors such as age, health, disability or financial insecurity, we may note this on our records. We’ll use this information to protect you and your household from loss of service.

If you give us information on behalf of someone else, you will need to confirm that they have the information set out on this web page and that they have not objected to their personal information being used.

Website security

We use secure pages (such as SSL) to encrypt sensitive customer information that you enter in our web forms before it is then sent to us. We store and manage this information securely to prevent unauthorised access.

Identifying you as a customer

We’ll always ask you security questions before discussing your account with you. This keeps your personal details secure, and restricts unauthorised access to your account. This helps us establish your identity and combats identity fraud. Only named account holders can discuss or request changes to be made on your Ecotricity account.

What are cookies?

Cookies are files recorded in temporary Internet folders on your PC. They help us to understand how people use our website. This in turn means we can improve your experience of Ecotricity websites.

Cookies record no personal data, can't read your hard disk, can't be used to create computer viruses, and can't fill up your hard drive. You can read more about cookies uses and risks on Wikipedia.

How we use cookies

We use cookies on our website to measure the way our site is accessed and to automate offers available to you. We only use industry standard Google cookies to track activity. You’re always in control of these cookies and you can disable them at anytime.

utm - These cookies come from Google Analytics tools that record pages visited on our site. We use 7 of these, (utma, utmb, utmc, utmx, utmxx, utmz, utmx_k) that show when, where and how you access our site.

eZSESSID - This cookie is generated by the software we use to publish the website, it retains data in forms so we can make using our site easier for you

partner - We use this cookie so you can automatically take advantage of offers from partner organisations such as Oxfam.

Voucher_code - We use this cookie so you can automatically take advantage of offer vouchers you have selected.

Invite_code - We use this cookie so you can automatically take advantage of invites you have selected.

What about email?

As an environmentally-focused company we’re committed to reducing our reliance on paper and will use email wherever possible to communicate with customers. In the case of marketing communications we will always allow you to unsubscribe from this form of communication.

'Phishing' is the illegal collection of personal information over the internet, frequently by email. We will never ask you to email any information, such as payment, or financial details. If you are ever concerned or unsure, please contact us first.

Privacy policy updates

We will update our policies on this page with the date of change.

External links

From time to time we include links to sites outside Ecotricity. We do this when it is relevant to the topic you're reading. We check that the content of these sites is suitable, but we are not responsible for the practices of the companies who publish the sites, or the integrity of the content contained on external websites.

Last updated: May 2016

 

 

Ecotricity Group Ltd. Registered Office: Lion House, Rowcroft, Stroud, Gloucestershire, GL5 3BY. Registered in England and Wales: Company No. 3521776



Home Hotlines

We're open from 8am - 8pm (Monday to Friday) and 9am - 5pm Saturday. 

Out of hours you can email home@ecotricity.co.uk - we’ll get back to you ASAP.

  •  Customer Service0345 555 7 100
  •  Moving Home0345 555 7 500
  •  PAYG0345 555 7 400

Prefer to phone a landline? Call 01453 761482.

Microtricity open hours are 8:30am - 5pm (Monday to Thursday) and 8:30am - 4pm Friday.

Out of hours you can email microtricity@ecotricity.co.uk.

  •  Microtricity0345 555 7 600

Calls may be monitored for quality and training purposes.

Business Hotlines

We're open 8:30am - 5:00pm Monday to Thursday and 8:30am - 4:00pm Friday.

Out of hours you can email business@ecotricity.co.uk - we’ll get back to you ASAP.

 

  •  
    Business 0345 230 6 102

Calls may be monitored for quality and training purposes.