Privacy & Cookie Policy

Last updated: April 2018

Hoppy ("we") respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services.

This policy will be changed from time to time but if we change anything important about this policy (the information we collect, how we use it or why) we will highlight those changes at the top of the policy and provide a prominent link to it for a reasonable length of time following the change.

If you have any questions or need any further clarity please get in touch with us at support@hoppy.co.uk.

Summary

We collect certain types of information from, or about you throughout our interaction with you, third party service providers or publicly available sources. This information often consists of things like your name, address, and contact details, but can also include consumption data and metering information. We use this information for the activities we have listed in the table below, including in order for us to provide our services; comply with legal and regulatory obligations; for marketing and reporting purposes; prevention of fraud and investigation of complaints.

By using this Website you accept this Privacy and Cookie Policy and agree to abide by it.

Changes to this Privacy and Cookie Policy

We may revise and update this Privacy and Cookie Policy at any time and will indicate at the top of this page when this Privacy and Cookie Policy was last revised. Please periodically review the Privacy and Cookie Policy, as your continued use of the Website indicates your agreement with any changes that we make.

Information that you give us in order for us to set up and manage your account

What we collect

  • Your contact details including: your name, postal address, contact telephone number, email address
  • Your username
  • Your password
  • Information relating to your previous suppliers
  • Consumption data

How we use it

  • Provide offers, promotions, products and services
  • Onboard you as a client
  • Provide you with a tariff that suits your needs
  • Help us to ensure that our customers are genuine and to prevent fraud
  • Reporting and account management
  • To tell you about the different services our partners could offer you, including different services and products
  • Sending you renewal quotes
  • Process transactions between you and a third party

Why we use it

We have a legitimate business interest to:

  • Ensure that we can notify you of tariffs that you are interested in and assist in providing you with information of chosen suppliers
  • Manage your account
  • Tell you about the various offers, promotions, products and services we can offer

Information about the way you use our services

What we collect

  • Details on products or services we have provided or you’ve purchased
  • When and where you made these purchases
  • What you paid for them and how you paid
  • Whether you’ve opened electronic communications from us
  • Whether you’ve clicked on links in electronic communications from us or visited pages on our website
  • Your meter installations, usage and other metering information such as MPANs
  • Marketing preferences
  • Marketing information (previous communication data; transaction history)
  • Information you send us when you register your interest in a product/service/trial or take part in competitions/innovations
  • Traffic data; location data; weblogs and other communication data

How we use it (We use this information for certain activities, including to):

  • Develop new services
  • Improve our services
  • Identify products, services, offers, promotions and marketing of these that may be of interest to you
  • Personalise our service of things you’re interested in and how you use our services
  • Statistical analysis, research, and reporting
  • Help to train our staff
  • Test computer systems
  • Keep a record of the information with which you have been provided
  • Calculate consumption
  • Detect, prevent and investigate suspected and confirmed theft of energy/fraud
  • To allow you to take part in competitions; schemes; promotions or surveys

Why we use it (we use this information because):

We have a legitimate business interest to:

  • Improve our services and better understand how our customers use them
  • Ensure that we are better able to personalise our offers to you
  • Protect our business interests by ensuring that our customers are genuine

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information we collect from third party partners and corporate customers which includes:

What we collect

  • Energy preferences for cross-checking purposes, or to verify data
  • Details on products or services we have provided or you’ve purchased

How we use it

  • Provide our services
  • Manage and administer our systems
  • To help to make decisions regarding services and products applicable to you
  • Help us to ensure that our customers are genuine and to prevent fraud
  • Personalise our service to you
  • Statistical analysis and research into our customers
  • Combine this information with other kinds of information mentioned above
  • Compile renewal quotes for you, or to enable us to send you new tasks or prompts to add to your Hoppy to do list 

Why we use it

We have a legitimate business interest in:

  • Developing and maintaining relationships with vendors, partners and other companies and dealing with individuals who work for them
  • Conducting research to improve our services

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information that we collect from you in order to comply with all relevant laws, regulations, industry codes and government instructions, and to deal with complaints

What we collect

  • Your contact details
  • You address

How we use it (We use this information for certain activities, including to):

  • Monitor and service your account appropriate to your needs
  • Respond to requests made by law enforcement or regulatory authorities, bodies or agencies, or in the defence of a legal claim

Why we use it

  • We need to comply with legal obligations
  • We have a legitimate business interest in:
    • Investigating possible/actual incidences of theft
    • Resolving any complaints we may receive
    • Ensuring that we comply with our regulatory and legislative obligations

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent – specifically with respect to medical and health data.

Information when you communicate with us whether in person, through our website or via email, over the phone, through social media or via any another medium, including

What we collect

  • Your contact details
  • The details of your communications with us
  • The details of our messages to you
  • Your marketing preferences
  • Marketing information

How we use it

  • Answer any issues or concerns
  • Monitor customer communications for quality and training purposes
  • Develop new services
  • Improve our services
  • Personalise our services
  • Deal with any complaints
  • Assist with fraud investigations

Why we use it

We have a legitimate business interest in:

  • Understanding customer feedback and in responding to customer communications in a consistent manner
  • Ensuring that we are better able to personalise our offers to you

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information that we collect incidentally from other sources or public sources, including

What we collect (This category of information we collect about you includes):

Information presented on our social media or wider media platforms such as Facebook or Twitter

Information collected by security systems

How we use it

  • Maintain market awareness
  • Build and maintain social media branding, and our branding in general
  • Deal with complaints received
  • Address subject access requests
  • Check and confirm validity and maintain accuracy of data we hold in our systems about you or your premises

Why we use it

We have a legitimate business interest in:

  • Providing security over our business
  • Maintaining a public profile within the media
  • Resolving customer’s complaints
  • Maintaining the accuracy of data we hold

In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Storage of Your Information

All information you provide to us is stored on secure servers. Where we have given you (or where you have chosen) a password that enables you to access certain parts of the Website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to the Website; any transmission is at your own risk. Once we have received your information, we will use procedures and security features to try to prevent unauthorised access.

Sharing of Your Information

There are certain circumstances where we may transfer your personal data to employees; contractors; service providers and to other parties:

  • We may share your information with members of the Hoppy group. They will keep your information in accordance with this privacy policy;
  • Our suppliers and service providers will be required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function.
  • We may also share your information with certain third parties. We will do this either when we receive your consent or because we need them to see your information to provide products or services to you. These include credit reference agencies, anti-fraud databases, screening agencies and other partners we do business with.
  • We will release your personal information when we are required to do so for legal or regulatory purposes or as part of legal proceedings or to assist fraud protection;
    • We may disclose your identity and contact details to a third party who is claiming that any content posted or uploaded by you is a violation of their rights or who has otherwise been harmed by you in relation to your use of the Website. You will provide us with all relevant information relating to that claim without delay
    • We will release your personal information to others when you have given your consent to that release
    • We may give personal information we hold about you to third parties as part of the process of selling our business
    • In some circumstances, we may transfer your personal information to countries outside of the European Economic Area. If this occurs we will take steps to ensure that adequate measures are taken to protect your personal information.
  • We may share your data with our partners including but not limited to companies whose products or services are included on the Website, with a view to them: (i) providing you with an online quote or eligibility score for the product/service requested by you. When these companies use your information in this way, they will be acting as data controllers of your information and therefore we advise you to read your chosen provider's Privacy Policy; and/or (ii) using our customer insight products to understand customer behaviours and develop their product offerings.  Some partners with whom we share your information may use it to carry out research such as analysis of market trends and customer demographics and to customise and develop the product/service which they offer to you or other individuals in the future. These entities are as follows:
    • Decision Technologies Limited (5341159)
    • Plentific Limited (8275972)
    • Fundraising Innovations (4426857)
  • We may share your data with our channel operators: whilst the majority of the channels on our Website are run by us, some of our channels are designed and maintained for us by our service providers. We may receive your personal information from these service providers and use it in accordance with section 2 above.  We will only use the personal information we receive from third parties where the relevant third party can show that it was collected and processed with your consent;
  • We may share your data with other service providers that we engage to help us provide certain services and/or functionality, such as whether products are suitable for you. These include regulatory/governing bodies, for the purposes of compliance monitoring.

Email Communications

To unsubscribe from marketing emails, simply click on the ‘unsubscribe’ link in the footer of the emails or update your communication preferences by logging into your Hoppy account. All electronic marketing communications we send you will include clear and concise instructions to follow should you wish to unsubscribe at any time. You may also amend your marketing preferences by emailing us at support@hoppy.co.uk.

As part of our service we may send you email notifications and reminders for tasks you have added to your Hoppy account. To stop the notifications and reminders you can mark the tasks as complete or deactivate your Hoppy account.

Should you no longer wish to be contacted by us, you can advise us at any time by contacting our Customer Services team by sending an email to support@hoppy.co.uk.

If you no longer wish to be contacted by providers for marketing purposes, please follow the instructions in their marketing communications, or consult their privacy policies for further information about unsubscribing.

Your rights

You may have certain rights in relation to your information including a right to access or to correct the information we hold on you. Some of these rights will only apply in certain circumstances however, such as the right to be forgotten or the right to request that we move your information to another company. They will generally not be available if there are outstanding contracts between us, if we are required by law to keep the information or if the information is relevant to a legal dispute.

  • You can remove consent, where you have provided it, at any time, as well as update any of your opt-in marketing preferences by sending an email to support@hoppy.co.uk.
  • You can ask us to confirm if we are processing your information.
  • You can ask for access to your information.
  • You can ask to correct your information if it's wrong.
  • You can ask us to delete your information.
  • You have a right to be forgotten and you can ask that our systems stop using your information.
  • You can ask us to restrict how we use your information.
  • You can ask us to help you move your information to other companies.
  • You can ask us to stop using your personal information, but only in certain cases.
  • You have the right to complain to the relevant supervisory authority.

To make enquiries and/or exercise any of your rights set out in this Privacy Policy please contact our Customer Services Team at support@hoppy.co.uk.

In order to ensure the services we provide you continue to meet your needs we may ask you for feedback on your experience of using the Website. Any feedback you provide will only be used as part of our programme of continuous improvement and will not be published on the Website.

Note that it is your responsibility to check and ensure that all information, content, material or data you provide on the Website is correct, complete, accurate and not misleading and that you disclose all relevant facts.

This Privacy Policy shall be governed and construed in all respects in accordance with the laws of England and Wales.

We reserve the right to amend or modify this Privacy Policy at any time and any changes will be published on the Website.

Security and Accuracy

We are committed to keeping your personal information safe. We've got physical, technical and administrative measures in place to prevent unauthorised access or use of your information. We also require that our suppliers protect such information from unauthorized access use and disclosure.

We will also routinely refresh our information to ensure we keep it up-to-date.

Online and Mobile preferences 

hoppy.co.uk Cookies

This section tells you how we use cookies and how you can manage them.

What are cookies?

Cookies are small text files that are stored on your computer, table or mobile by your web browser. We use them to identify how visitors arrive at our Website and the subsequent path they take through it. This helps us to improve our service to you.

Hoppy does not use cookies to collect or store Personally Identifiable Information (PII).

How to control the use of cookies

If you wish to restrict or block cookies set by this Website, or any other website, you can do this through your browser settings. The "Help" function within your browser should give details of how to do this. Alternatively, you can find more details on how to control or delete cookies at www.allaboutcookies.org

Please note that you may not be able to use many of the services on our Website or other websites without cookies.

How hoppy.co.uk uses cookies

Our website currently uses cookies and some of our third-party suppliers use our Website to set cookies on our behalf for internet marketing and performance optimisation.

While on this Website your web browser may interact with content from different servers and therefore cookies from other sources may be set on your computer, table or mobile during a visit to this site.

Third party Cookies

The Website does not create its own cookies.

A third party cookie is added by Google Cloud Flare, see description below. This cookie is not used to track users nor does it store any personal information.

This cookie is set from the Google Hosting platform, Google Cloud and further information can be found at:

https://support.cloudflare.com/hc/en-us/articles/200170156-What-does-the-CloudFlare-cfduid-cookie-do-