Privacy Policy - A safe and Secure at Symbio Energy UK

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Update to Customers

Jonathan Mark Amor and Nicola Kate Clark were appointed Joint Administrators of Symbio Energy Limited (“the Company”) on 13 October 2021. Please note the Company’s affairs, business and property are being managed by the Joint Administrators who act as agents of the Company and without personal liability.

The Joint Administrators are now working closely with your new supplier E.On Next to ensure accurate final bills are produced for the Company’s customers.

Here is a link to some frequently asked questions FAQs for Symbio Energy Limited Customers (azets.co.uk) however if you have any queries that are not covered by the FAQ page please use the dedicated email address for the Joint Administrators: [email protected].

When emailing please include your Symbio Energy customer reference number.

Message to All Customers

Symbio Energy is ceasing to trade. Ofgem, the energy regulator, has appointed E.ON Next as the new supplier for its customers.

E.ON Next began supplying energy to all of Symbio Energy’s customers on 3 October 2021.

E.ON Next will contact customers over the coming days and again in a few weeks when the transfer has been completed and their accounts have been fully set up.

Customers don’t need to worry – their supplies are secure. Former and current customers’ credit balances are protected, and E.ON Next will contact customers if they need to determine the amount of any outstanding balance. Domestic customers will also be protected by the energy price cap when being switched to E.ON Next.

Current and former customers who are in debit to Symbio Energy should wait to hear from E.ON Next or Symbio Energy’s administrators who will talk to them about repayment arrangements.

Ofgem’s advice to Symbio Energy’s customers is not to switch, but to sit tight and wait until E.ON Next has been in touch. This will help make sure that the process of handing customers over to E.ON Next and honouring any credit balances is as hassle free for customers as possible. 

Symbio Energy customers can access more information at eonnext.com/symbio-energy

If you have a power cut, please contact 150 to be put through to your local power distributor. If you think you can smell gas or have a gas leak, please contact the 24 hour National Gas Emergency hotline on 0800 111 999.

If customers need additional support, Citizens Advice and Advice Direct Scotland can give free, impartial help and advice.


Citizens Advice


Advice Direct Scotland


Advice will also be shared on Ofgem’s twitter @ofgem and facebook facebook channels.

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If you are one of our valuable customers trying to reach our customer support today, please be notified that you might experience an audio lag due to ongoing system maintenance. Meanwhile, you can write an email to us at [email protected].

Privacy Policy

Your privacy is important to us. To better protect your privacy, we provide this notice explaining our online information practices and your choices about how your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where we may request identifiable information.

This privacy notice applies to Symbio Energy Limited, operated by the following data controllers: Symbio Energy Limited with Registration Number No. 07999360.

 

Our Contact Address is Symbio Energy Ltd, 86 Integer House BRE Innovation Campus, Hertfordshire, WD25 9XX

When we mention “Symbio Energy”, “we”, “us”, or “our”, we are referring to the relevant group company responsible for processing your data. We refer to “Symbio Energy” as “we”, “us”, and “our” throughout the notice below. By “you” or “your”, we mean any individual, sole trader, company and/or partnership that receives services from us, uses our website or otherwise interacts with Symbio Energy Limited.

We collect, use and are responsible for specific personal data about you and those activities are regulated under the General Data Protection Regulation (“GDPR”), which applies across the European Union. We are responsible as the “data controller” of that personal information under GDPR.

Please read this notice carefully as it provides essential information about handling your personal information and the steps you can take to control it.

If you have any questions or concerns, please send us an email at [email protected].

Symbio Energy will never wilfully disclose any personally identifiable information about our online audience to any third party without first receiving the user’s permission. We do not collect personally identifiable information from our visitors other than what is supplied to us voluntarily.

Visitors to the Symbio Energy website may voluntarily supply certain personally identifiable information in connection with the enquiry forms and the services advertised on the website. Our site may contain links to other sites whose information practices may be different from ours. Visitors should consult the other sites’ privacy notices as we have no control over information submitted to or collected by these third parties.

Symbio Energy may use such information only for conducting the activities stated above for internal marketing and promotional purposes.

If the visitor does not want this information collected and used by us for the disclosed internal purposes. In that case, the visitor is given an opportunity to ‘opt-out.’ Our visitors need to recognise that under certain circumstances if they select to ‘opt-out’, they may not be eligible for certain activities for which the personally identifiable information is needed. If the visitors wish to opt-out, please write to us or email us at [email protected].

We, or third parties on our behalf, may collect your personal information when you use our website, communicate with us by phone, letter, email, and social media or in person, receive our products and/or services, or request to join schemes which you are eligible for.

We may collect the following information and we refer to this as “personal information” throughout this notice:

  • We may collect your Name, Title, Billing Address, Supply Address, Telephone Numbers, E-mail Addresses, Alternate Contact (e.g., name and phone number).
  • Energy usage (e.g., meter readings and electricity units used over a while), Financial information (e.g., bank account details), Contract details, Tariff details, personal requirements and lifestyle
  • Permissions (e.g., we will record if you have consented to e-mail marketing), your Preferences (e.g., if you would prefer paperless billing)
  • If you are a landlord or tenant - your Meter Point Administration Number (MPAN) to identify your electricity supply
  • IP address, if we suspect that someone has committed fraud or stolen energy, e.g., by tampering with a meter or diverting the energy supply, we will record that information;
  • Customer account number or the date of your application etc.

We need this personal information so we can provide services and/or products to you. If you don’t provide us with that personal information, you may not access certain products and/or services.

We, or third parties on our behalf, collect, use and store the personal information collected about you to:

  • Provide services, benefits, and rewards
  • Respond to any enquiries or issues you have
  • Identify you
  • Detect and prevent crime, fraud or loss
  • Contact you or authorised third parties about our services and/or products, such as sending you information when signing up or changing tariffs, service announcements, and administrative messages.
  • Train our staff or improve our products and services, which may mean that we will monitor and record communications with you, including phone conversations & emails.
  • Conduct or advice that is tailored to your needs or lifestyle
  • Make decisions about the products and/or services and terms and conditions that we can offer you, e.g., if you ask for specific tariffs. If anything prevents us from providing you with that tariff, we will review the information.
  • Make personal projections about the amount of energy you are likely to use in a given period.
  • Use information collected from your visit to our website for administrative purposes, troubleshooting, data analysis, testing, research and statistical and survey objectives.
  • To ensure content is presented effectively and to enable you to participate in interactive features.
  • Use data collected from your smart meter to enable us to work out your bills and identify/prevent fraud or energy theft.
  • Respond to or resolve any enquiries or requests that you may have from social media.
  • Allow for internal corporate reporting, business management, and adequate insurance coverage. To oversee the security of the company's facilities, research, and development. In addition, identify and implement business efficiencies.
  • Follow any procedures, laws, and regulations that apply to us, including where we reasonably believe it is in our (or others) legitimate interests to do so.
  • To establish, exercise or defend our legal rights – including where we reasonably consider it is in our (or others) legitimate interests.
  • If you elect to either go on our Priority Services Register or agree for us to record details of your health, we need your consent to do so.
  • We may share information about your circumstances with agents and service providers (like metering companies) who carry out services on our behalf. If you agree, we may also share your information with energy distributors and transporters to tailor their services to help you, e.g., if there is a power loss.

We may contact you in writing, by phone and (where you have consented) via email or SMS with information on products, services and rewards offered by Symbio Energy, identified when we collect your information.

We may use your email address to show you digital advertisements via your social media newsfeed, search engine results pages, or other websites unless you have asked us not to.

We may profile your data to provide you with marketing and offers that are relevant to you. If you opt-out of profiling, we will still run an analysis that includes your data, but any decisions or marketing output that results from that analysis will not be used to market to you.

The generic marketing that we send may not be relevant to you. To opt-out of receiving marketing messages or object to our use of profiling for direct marketing purposes, contact us on 0333 050 9372 or email us at [email protected].

With your consent, we will use the information that we collect about your (or a member of your household’s), requirements for your welfare (e.g., due to age, health, disability or financial circumstances) to:

  • Ensure your welfare and the welfare of other householders, e.g. ensuring we do not stop your supply and can respond appropriately during a significant incident or emergency.
  • Provide products and/or services to you in the most appropriate way, e.g. if you require large print or braille communications; manage staff and third-party contractors.

With your consent, we may also share this information with the following individuals or organisations:

  • Other energy suppliers, we believe you are considering changing suppliers as part of the Energy Retail Association ‘safety net procedures.
  • Relevant metering agents or network operators; and/or other relevant organisations, such as emergency responders or local authorities, may provide support.

We may use details of any criminal offences you have been accused of, together with information about whether the electricity supply to your property has been tampered with or stolen in the past (or if we suspect that it has), for the following purposes:

  • To decide what products and services we can offer you, and the relevant terms and conditions.
  • To determine whether to disconnect, detect and prevent fraud or crime in collaboration with the appropriate third parties.

Information we receive from third-party sources

We also receive your personal information from the following third-party sources:

  • Other electricity suppliers - may include meter readings, equipment, and payments from your existing energy supplier when you ask to switch your account to us. We may also receive details of suspected fraud or energy theft to identify and prevent fraud or crime.
  • Metering Agents and Data Collectors – we collect information from third-party data providers. These customer insights help us to plan our marketing activities and conduct market research and business development.
  • Councils, local authorities or housing associations– we may receive your name, address and contact details where they would like carbon-saving measures applied to your property under relevant government funding schemes.
  • Letting agents, landlords, cohabitants or previous tenants– if you have recently moved into a rental property that we supply energy to or if that third party introduces you to Symbio Energy Ltd., to set up your account.
  • Ofgem– as a regulated entity, we may receive your personal information from our regulator, Ofgem, to satisfy our regulatory obligations.
  • Law enforcement agencies (such as the police) to identify and prevent fraud or crime.
  • Symbio Energy group companies– for internal administrative purposes, ensuring consistent delivery of our services to customers.
  • Third-party introducers (such as price comparison websites) set up an account for you and provide the services you have requested.

Legal Bases for Processing

We’ve assessed that the legal bases for using your personal information as set out in this notice are as follows:

  1. Contract – use of your personal information is necessary to perform our obligations under any agreement we have with you.
  2. Legal Obligations – our use of your personal information is necessary for complying with our legal obligations or Our Legitimate Interests – to:
    1. Operate and develop our business further, detect and prevent fraud.
    2. Enhance the security of our network and information systems.
    3. Ensure that our processes, procedures and systems are as efficient as possible.
    4. Better understand how people interact with our website.
    5. Analyse and enhance the information that we collect.
    6. Determine the effectiveness of our promotional campaigns and advertising.
    7. Enhance, modify, personalise or otherwise improve our services and communications for the benefit of our customers.
  3. Consent – In the following specific circumstances we rely on your consent to use your personal information in a particular way:
    1. We use information about vulnerabilities to ensure the welfare of you or your household, provide our products and services in the most appropriate way for you, or send you marketing information by email.
    2. If you have previously provided us consent for using your personal information but have now changed your mind, please write to us or email us at [email protected].

Sharing your personal information

We will share your personal information with the following categories of third parties:

  1. Any company that is an affiliate of the Symbio Energy group.
  2. Where appropriate, family members or cohabitants, previous tenants, landlords, or letting agents who/which may require information about you or your premises, or who introduced you to Symbio Energy.
  3. Our third-party suppliers, partners, and sub-contractors provide, review, and/or receive services concerning our website, services, and/or products. This may include:
    1. Payment processors
    2. Suppliers of technical support and installation services
    3. Insurers
    4. Logistic providers
    5. Security providers
    6. Cloud services providers
    7. Research agencies
    8. Broadband and phone line suppliers
    9. If you are eligible for government funding for energy efficiency measures, installers, energy performance assessors, and sales advisers.
    10. Suppose we are under a duty to disclose your information to comply with any legal obligation. In that case, government or law enforcement officials may be required to meet national security or law enforcement requirements or prevent illegal activity.
  4. Other energy suppliers– if you choose to leave us, we’ll share your information with the other suppliers to assist the switching process, including energy usage and any debts on the account. We may also share your personal information where they carry out services for us, e.g., if they carry out meter readings at your property for us.
  5. Regulators or other legally appointed bodies (such as Ofgem) for legal or regulatory purposes, e.g., if requested, we may send your information to Ofgem to prove that you qualify for relevant government-funded schemes.
  6. Companies or partner organisations that provide services concerning or use information as part of market research.
  7. Third parties that help us with advertising and marketing. For example, we share limited personal information with the following third parties who serve advertising on their platforms on our behalf:
    1. Facebook and Google AdWords
    2. Relevant metering agents or network operators
  8. Debt collection and tracing agents - if we provide you with services and you fail to make payments, authorised third parties or named account holders on any account you hold with us.
  9. If we sell, merge, or perform any internal re-organisations concerning any of our (or any third party’s) business or assets, the personal information will be one of the transferred assets to the relevant buyer and/or new data controller of such business or assets.
  10. Any other third party where we are required to:
    1. Enforce or apply our terms and conditions or any other agreement or to respond to any claims.
    2. To protect our rights or the rights of a third party.
    3. To protect the safety of any person or prevent any illegal activity.
    4. Protect the rights, property or safety of Symbio Energy, our staff, customers or others.

Credit Reference Agencies

  1. Where it is necessary to credit check you, we will supply your personal information to credit reference agencies (CRAs). They will give us information about you, such as your financial history.
  2. We do this to assess the creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity.
  3. We will also continue to exchange information about you with CRAs on an ongoing basis, including your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. The identities of the CRAs, and how they use and share personal information are explained in more detail at https://www.experian.co.uk/legal/crain/

Fraud Prevention Agencies

To help us identify fraud and energy theft, we will give your account details to fraud prevention agencies. They will use the information to check the public and other databases they hold and may provide information to help identify fraud and energy theft. They will perform checks regularly whilst you have an account with us.

If we suspect or can confirm theft of energy has occurred, fraud prevention agencies will keep a record, which may include sensitive information about alleged criminal offences. The fraud prevention agencies may provide the information to other energy companies to help identify fraud and detect energy theft but only in limited circumstances where you have accounts with them. Where theft has been identified, your account terms may change, but we will notify you separately if this is the case.

Personal information transferred outside of the EEA

We, or a third party with whom we share personal information, may host, store, and handle that information outside of the European Economic Area (EEA). We will only permit this to happen if adequate safeguards have been put in place to protect your personal information.

This means that we will:

  • Ensure that the country in which your personal information will be handled has been deemed “adequate” by the European Commission under Article 45 of the General Data Protection Regulation (GDPR)
  • Includes standard data protection clauses approved by the European Commission for transferring personal information outside the EEA into our contracts with those third parties (these are the clauses approved under Article 46.2 of the GDPR).
  • Transfers from the EEA to the USA - ensure that the recipient of the personal information has certified with the US-EU Privacy Shield Framework, as permitted by Article 46.2 of the GDPR.