Privacy Policy

Last Updated: 1 November 2026

1. Who We Are

EnergySupport.online ("we", "our", "us") operates the website at www.energysupport.online and the telephone helpline 0808 281 3908. We are an independent, third-party energy billing advisory service and are the data controller responsible for your personal data.

We are not affiliated with any UK energy supplier, including Octopus Energy, British Gas, E.ON Next, OVO Energy, EDF Energy, ScottishPower, or any other energy company.

Email: info@energysupport.online

2. Data We Collect

Information You Provide Directly

• Contact form submissions: name, email address, phone number, and the content of your message
• Telephone calls: name, contact details, and information relevant to your energy query (calls may be recorded)
• Email correspondence: your email address and message content

Information Collected Automatically

• Website usage data: IP address, browser type, pages visited, time and date of visits
• Cookies: small text files stored on your device (see Section 8)

We do not collect sensitive personal data such as financial account details, energy account login credentials, or payment card numbers.

3. How We Use Your Data

We use the information we collect to:

• Provide energy bill support and advisory services by telephone and email
• Respond to your enquiries and follow up where necessary
• Improve our website, services, and customer support quality
• Comply with legal obligations and regulatory requirements
• Maintain call recordings for training and quality assurance purposes
• Analyse website traffic to improve user experience (using anonymised data)

We do not use your data for automated decision-making or profiling, and we do not send unsolicited marketing communications without your consent.

4. Legal Basis for Processing

Under UK GDPR, we process your personal data on the following legal bases:

• Contract performance: to provide the support services you have requested
• Legitimate interests: to operate and improve our service, maintain security, and prevent fraud
• Consent: where you have given explicit consent (e.g., for marketing communications)
• Legal obligation: where required by law

5. Data Sharing

We do not sell, rent, or trade your personal data to third parties. We may share your data only in the following limited circumstances:

• Service providers: trusted third-party providers who assist us in operating our website and services (e.g., hosting providers, call centre technology), bound by data processing agreements
• Legal requirements: when required by law, court order, or regulatory authority
• Business transfers: in the event of a merger, acquisition, or sale of our business assets, with appropriate data protection safeguards

All third-party processors are required to handle your data securely and only for the purposes we specify.

6. How Long We Keep Your Data

• Call recordings: retained for up to 12 months for quality and training purposes
• Contact form and email enquiries: retained for up to 24 months from your last interaction
• Website analytics data: retained in anonymised form for up to 26 months

After these periods, your data will be securely deleted or anonymised unless we are required by law to retain it longer.

7. Your Rights

Under UK GDPR, you have the following rights regarding your personal data:

• Right of access: request a copy of the personal data we hold about you
• Right to rectification: request correction of inaccurate data
• Right to erasure: request deletion of your data in certain circumstances
• Right to restriction: request that we limit how we process your data
• Right to data portability: receive your data in a portable format
• Right to object: object to processing based on legitimate interests
• Right to withdraw consent: withdraw consent at any time where processing is consent-based

To exercise any of these rights, please contact us at info@energysupport.online. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

8. Cookies

Our website uses cookies to improve your browsing experience. Cookies are small text files placed on your device. We use:

• Essential cookies: necessary for the website to function correctly
• Analytics cookies: to understand how visitors use our site (anonymised data only)

You can control and delete cookies through your browser settings. Disabling certain cookies may affect the functionality of our website. By continuing to use our site, you consent to our use of cookies in accordance with this policy.

9. Data Security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, loss, or destruction. These include encrypted data transmission (HTTPS), access controls, and regular security reviews.

While we take every reasonable precaution, no internet transmission is completely secure. If you suspect your data has been compromised, please contact us immediately.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The "Last Updated" date at the top of this page will be revised accordingly. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated policy.

11. Contact Us