Last updated: 26.03.2020
Our customers are at the centre of everything we do at Consumer Helper. As well as providing you with great value and excellent service, we’re committed to protecting your privacy.
1. Our Contact Details
Consumer Helper is a trading style of Nest Money Limited.
Dalton House | Dane Road | Sale | Manchester | M33 7AR
You can write to our Data Protection Officer (DPO) at Data Protection and Legal team, Dalton House, Dane Road, Sale, Manchester, M33 7AR
If you have any data protection complaints, you’re able to contact the Information Commissioner’s Office (ICO) (www.ico.org.uk). We’d like to try and help with any concerns you may have before you contact the ICO, so please get in touch with us in the first instance.
We’ll collect certain personal information from you when you use our website, when you get in touch with us about any of our products or services, and during any process to sign up, change or cancel your products and services.
- how and why we collect your personal information.
- how we use and disclose your personal information (and to whom).
- how we protect your personal information; and
- your legal rights and how the law protects you.
4. Dealing with your personal information
1. Collecting your personal information
What will we collect?
We collect certain personal information from you, which is any information which might identify you. It does not include data where the identity has been removed (anonymous data).
The information we collect includes:
- Contact data (your name, email address, postal address, phone number, date of birth and any other relevant information we need in order to contact or identify you).
- Financial data (your bank account and payment details relating to products and services you receive from Consumer Helper or its Partners).
- Technical data (internet protocol (IP) address, your login data, browser type and version, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website. We track technical data by using cookies – see section 4 below for more details on cookies).
- Usage data (information about how you use our website, products and services).
- Marketing and communications data (your preferences in receiving marketing from us and our third parties and your communication preferences).
We also use aggregated data, in order to improve our operations and ensure we are providing you with the best service possible. All aggregated data is anonymised and doesn’t reveal your identity.
It’s really important that the personal data we hold about you is up to date so please let us know if your personal data changes at any time.
When will we collect it?
We (and our agents) collect certain personal information from and about you during your sign-up journey and when you get in contact with us or use our website or as part of providing our services to you.
We may also monitor and record any communications we have with you, including phone calls and emails, to make sure we are providing an excellent service to our customers.
2. Using your personal information
We’ll only use your personal information where we’re allowed to by law. Generally, this will be under one or more of the following circumstances:
- to perform our contract, we have or will have with you;
- it’s necessary for us to run our business and give you the best possible service
- where we need to comply with a legal or regulatory obligation; and/or
- for marketing purposes where you have agreed to us using your personal data, see the “Marketing Information” section below for more information.
We’ll contact you by the method we’ve agreed with you in our terms and conditions.
When you first provide your personal information to Consumer Helper, we’ll give you the chance to choose whether you’d be happy for the Consumer Helper group to contact you with marketing information. If you choose to be contacted, we may use your identity, contact, usage and profiled data to tell you about exciting new products and services from Consumer Helper and our related businesses in the wider Consumer Helper group (or they may contact you directly).
If you decide you want to opt-out of receiving marketing communications after you have opted-in, or want to change how you receive them, you can always change your preferences at at any time. This won’t affect any marketing information we sent to you before you let us know.
We’ll occasionally remind you that you can update your preferences for receiving marketing information, or if you haven’t told us what your preferences are, we might get in touch to find out.
3. Disclosing your personal information
We may share your personal information with the following types of organisation to use personal information including:
- service providers who provide engineering services, industry data collection and aggregation, call-centre, IT and system administration services;
- marketing agencies to provide you with information about our products and services or other products and services which may be of interest to you (provided you’ve given your consent) and to help manage any reward or loyalty schemes;
- professional advisers such as lawyers, bankers, credit reference agencies, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services;
- regulators and other authorities based in the UK who we need to report to about what we’re doing with your personal data in certain circumstances (including third parties instructed by those authorities to process personal data on their behalf).
Where third parties are processing data on our behalf, they won’t use your personal information for their own purposes and we only permit them to use it in accordance with our instructions and the law.
Priority Services Register or special needs
If we believe that you (or a member of your household) need extra care (for example, because of your age, health, disability or financial circumstances) and we have your explicit consent to do so, we may record and share this information with the following people to ensure your supply isn’t interrupted:
- other energy suppliers
- an outsourced service company that manages a wide range of energy industry data interactions on our behalf;
- the electricity distributor; and
- the relevant gas transporter, metering agents or network operator.
4. Protecting your personal information
We follow strict security procedures to protect your personal information. This includes following certain guidelines (for example, checking your identity when you phone us).
We strongly recommend that you do not disclose any Consumer Helper login details to anyone. Please always remember to logout of your account when you have finished using any of Consumer Helper websites or portals.
From time to time, our website may provide hypertext links to sites which are created by individuals and companies outside of Consumer Helper. We do this if the site is relevant to the topic you’re reading about. Whilst we always try to check that the content of these sites is suitable, we cannot take any responsibility for the practices of the companies who publish the sites that we link to, or the accuracy or relevance of the content on them.
5. How long we’ll use your personal information
We’ll only retain your personal information for as long as necessary for the reason we collected it, including for any legal requirements we must comply with.
When deciding on how long to retain your personal information for, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and any applicable legal requirements.
In some circumstances we may anonymise your personal information (so that it can no longer be associated with you) and use this indefinitely, without further notice.
6. Your legal rights
You have various rights in relation to your personal information. These rights are as follows:
- request access to your personal information – you can request a copy of the personal information we hold on you;
- request correction of your personal information – if any personal information we hold on you is incorrect, you can request to have it corrected;
- request erasure of your personal information – you can ask us to delete your personal information in certain circumstances;
- object to processing or restrict processing of your personal information – you may object to our processing of your personal data in certain circumstances;
- request the transfer of your personal information – to provide you, or a third party you have chosen, with your personal information; and
- withdraw consent where we’re relying on consent to process your personal information – if you withdraw your consent, we may not be able to provide certain products or services to you. We’ll advise you if this is the case at the time you withdraw your consent.
We’ll try to respond to all requests within one month. If your request is complex or if you make lots of requests, we may extend our time to respond – if this is the case, we’ll let you know.
1. What are cookies?
A cookie is a piece of information stored in a small file which is sent to and from web pages. They can be used to identify that you’ve visited websites before and some will be stored on your computer by your web browser.
Consumer Helper websites
We use short-term cookies to recognise your PC as you move around our site and to remember any information you have entered for next time you visit us.
Measuring web traffic
We use programs such as Google Analytics and Mixpanel to help us find out:
- how many people visit our websites;
- which pages are most popular;
- how long people spend in each area; and
- what information they’re searching for.
These insights help us understand how to improve our websites.
- browser types;
- operating systems;
- referring sites that sent you to us; and
- the dates and times of a visit.
We use tools such as ValueClick to place Consumer Helper ads on other websites you may visit. These tools may set cookies to track the performance of our advertising campaigns and allow us to tailor the advertising you might be interested in.
We also use products like Google Analytics Advertising, including remarketing with Google Analytics, Google Display Network Impression Reporting and Google Analytics Demographics and Interest Reporting features. These products help us understand what ads work best so we can more effectively promote our products and services to you.
We also use Google Adometry to track the way you interact with our ads before you come to our website. This lets us work out which ones are relevant to you and which ones aren’t.
We use Google Adwords Customer Match to help exclude our existing customers from seeing our ads, and to reach similar web users who could also be interested in Consumer Helper.
3. How can you manage cookies and where can you find further information?
Consumer Helper is a trading style of Nest Money Ltd a company registered in England and Wales Reg No: 08185045