0800 955 6802 / 020 7993 6802
UTILITY SYNERGY
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SYNERGY GROUP SVCS LTD
TERMS & CONDITIONS
INTRODUCTION
In this document, you will find the detailed terms and conditions of service for Synergy Group Svcs Ltd t/a Utility Synergy. These govern the legal relationship between you, our customer, and ourselves and by instructing us to act on your behalf (whether by signing a Letter of Authority or otherwise), you agree to be bound by these Terms and Conditions.
If you have any specific questions in relation to these Terms and Conditions, our Customer Service team will be more than happy to help. Likewise, if you feel that we did not handle your issue in the right way or there is a problem we might be able to fix, please get in touch. Your views are very important to us. If we have not delivered the standard of service you expected, or if we made a mistake, we would like to know. We will investigate the situation and set about putting it right as quickly as we can, if we possibly can. We don’t want to make the same mistake again, so your feedback is very important to us. Synergy Group Svcs Ltd t/a Utility Synergy, Customer Service Team can be reached on 0800 955 6802.
TERMS AND CONDITIONS OF SERVICE
These Terms and Conditions govern the use by the Customer of any of the Services that Synergy Group Svcs Ltd t/a Utility Synergy agrees to provide to the Customer from time to time, whether via the Site, the Call Centre or otherwise. Please read these Terms carefully before accepting these Terms and using the Services. By using the Services, you signify that you have read, understood and agree to be bound by these Terms as well as the terms and conditions set out in our Privacy Policy at www.utilitysynergy.com.
Synergy Group Svcs Ltd t/a Utility Synergy operates as a utility consultancy which is designed to assist non-domestic consumers in the commercial utility market by acting as an intermediary between a Supplier and Customer. We are not an agent for the purposes of common law. If you do not agree to these Terms and Conditions and the Privacy Policy, do not use the Services.
1. DEFINTIONS
The following definitions apply to these Terms and Conditions of Service (the “Terms”):
SGS: means Synergy Group Svcs Ltd t/a Utility Synergy, which is a company registered in England and Wales with company number 12719204 and which has its registered and trading office at 71-75 Shelton St, Covent Garden, London, WC2H 9JQ.
Call Centre: means the call centre operated by SGS for the purposes of providing the Services.
COT / COO: means Change of Tenancy / Change of occupancy and is where a contract is terminated on such basis.
Credit Score Criteria: means the credit rating requirements as may be determined and required by SGS and/or the Supplier from time to time in order for a Customer to qualify to use the Services and contract with a Supplier.
Customer: means any non-domestic commercial customer who satisfies the eligibility requirements set out in clause 3.2 and to whom SGS agrees to supply any of the Services from time to time.
Existing Supplier: means the Customer’s existing third-party energy/utilities supplier.
Intellectual Property Rights: means any and all intellectual property rights, including without limitation; copyright, patents, rights in inventions, design rights, trademarks, service marks (in each case whether registered, unregistered or the subject of an application to register), moral rights, database rights, rights in computer programs, semi-conductor topographies, confidential information, trade secrets, know-how, business, trade and domain names, rights in goodwill and rights to bring a claim for passing off, unfair competition rights and all similar, like and analogous rights wherever held in the world and all extensions revivals and reversions thereof and, in each case, all equivalent forms of protection which subsist now or which subsist in the future.
Letter of Authority: means a letter that the Customer will sign authorising SGS, or its data intermediary, to act on its behalf and to contact and liaise with the Customer’s Existing Supplier, as may be required in the course of SGS providing the Services.
Non-Live Administration Fee: has the meaning set out in clause 4.8.
Procurement Service: means the tendering/quoting service that SGS agrees to provide to the Customer whereby the Customer is provided with information on Suppliers’ prices in relation to the services and products offered by the Suppliers.
Quotation: means a quotation provided to the Customer by SGS on behalf a Supplier which sets out the terms and prices upon which a Supplier may be prepared to supply the Supplier Services to the Customer.
Services: the services provided by SGS whether via the Site, the Call Centre or otherwise, to which the Customer chooses to subscribe from time to time.
Site: means the website https://www.utilitysynergy.com/
Supplier: means any third-party energy/utility supplier of services and/or products as may be selected by SGS and/or listed on the Site from time to time.
Supplier Services: means the energy and/or other utility supply services and/or products as may be agreed to be provided by a Supplier to a Customer from time to time.
Supply Contracts: means contracts with energy suppliers for the supply of electricity, gas, water and/or telecoms.
Supply Number: means electricity or gas meter points with administration or reference numbers.
Switching Service: means the switching service that SGS agrees to provide to the Customer whereby SGS agrees to either: (i) facilitate the switching of the Customer to the Supplier; or (ii) assist in the renegotiation of the Customer’s arrangements with its Existing Supplier; in each case if the Customer has accepted a Supplier’s Quotation presented to it as part of the Procurement Service.
2. APPLICATION OF TERMS
2.1 Subject to clause 2.2 below, these Terms shall apply to the provision of any Service by SGS to a Customer and shall apply in place of, prevail over and supersede any other terms or conditions contained or referred to elsewhere (whether in correspondence or otherwise) or implied by trade, custom, practice or course of dealing unless specifically agreed to in writing by SGS or a SGS authorised representative.
2.2 From time-to-time SGS may supplement these Terms with additional terms relevant to the provision of certain Services, including without limitation the Contract Management Services. These additional terms may be placed on the Site and/or sent to you and you agree that any such additional terms are hereby incorporated into these Terms.
3. ELIGIBILITY TO USE THE SERVICES
3.1 In order to be eligible to use the Services, the Customer must: a) be a business that is resident in the UK; b) be aged eighteen years or over (if a sole trader); c) meet any Credit Score Criteria required by SGS and/or any Supplier; and d) be able to provide SGS with all such relevant information as SGS may require in order to provide the Services to the Customer.
4. PROVISION OF SERVICES
Procurement Service
4.1 If the Customer opts for, and SGS agrees to provide, the Procurement Service, SGS will use its reasonable endeavours to negotiate and secure prices on behalf of the Customer and will provide the Customer with any relevant Quotations obtained by the Suppliers for consideration by the Customer. SGS and the Supplier reserve the right to revise, amend or withdraw any Quotation at any time upon informing the Customer.
4.2 The provision of any Quotation by a Supplier via SGS does not constitute an offer to the Customer and the terms of a Quotation and duration for which any Quotation will be valid will vary depending on the Supplier. The Customer’s acceptance of a Quotation constitutes a non-revocable offer by the Customer to engage the Supplier to provide the Supplier Services and once such an offer has been made by the Customer, the Customer shall be committed to such offer and shall not be entitled to revoke the offer.
4.3 All offers made by Customers shall be always subject to the Supplier’s acceptance and the Supplier shall be entitled at any time to refuse to accept a Customer’s offer for any reason at the Supplier’s sole discretion.
4.4 SGS may check your credit score before the contract starts, before the start of a pricing period and at other times during this contract.
4.5 If the Customer makes an offer based on a Quotation, and if the Supplier accepts the Customer’s offer, SGS will provide the Switching Service which will include organising the contract between the Supplier and the Customer (the “Contract”) for the supply and purchase of the Supplier Services. SGS shall not be responsible for any delay or failure caused by any Supplier or Existing Supplier in relation to affecting any transfer.
4.6 SGS will arrange the Contract based on the information provided by the Customer to SGS. Following the submission of the Contract, the Customer’s information will be confirmed by SGS with the Customer by email, via the Call Centre or by letter. It is the Customer’s responsibility to ensure at this point that all the Customer information is true, accurate, complete, reliable and current in all respects and to inform SGS promptly if there are any errors and/or if any amendments are required. If any of the Customer information needs to be amended or rectified, this may result in the transfer being delayed or rejected by the Supplier.
4.7 Once the Contract is in final form, SGS will send a summary of the key terms of the Contract to the Customer. The Customer must check that all the details are correct and must inform SGS of any errors and/or amendments within 24 hours of receipt.
4.8 If the Contract with the Supplier fails to go live or is cancelled and the Customer subsequently decides to not proceed with the Contract to the Supplier in respect of which SGS has performed the Procurement Service and the Switching Service (reasons may include but not limited to agreeing to an alternative contract with any supplier including existing / Submitting a COT/COO/Disconnection of meter) then SGS shall be entitled to charge the Customer an administration fee of the value equating to 10% of the total value of the Contract to the Supplier plus VAT (the “Non-Live Administration Fee”).
4.9 The Customer acknowledges that by entering into a Contract with a Supplier, the Customer will be contracting directly with the Supplier and not with SGS. The Customer agrees that SGS is not liable in any way in relation to any transactions, dealings or arrangements of any kind made between the Customer and any Supplier and that any such transaction, dealing or arrangements (including, without limitation, any payment obligations of the Customer thereunder) are the Customer’s sole risk and responsibility.
5. CHARGES
5.1 Save in respect of clause 4.8 above, there is no fee due from a Customer to SGS for providing the Services. However, SGS reserves the right to be entitled to charge for any of the Services and/or impose charges at any time in its sole discretion, upon reasonable notification to the Customer. If the Customer does not agree to such charges, the Customer shall be entitled to opt out of receiving the Services.
5.2 SGS is remunerated by commission from the Supplier as a result of SGS securing and finalising the Supply Contract between the Customer and the Supplier. This commission is included in the rates SGS arranges for the Customer and is based on the estimated consumption for the term of the Supply Contract and the commission agreement we have with the Supplier. There are no extra payments that the Customer must pay directly to SGS. Some Suppliers may make additional payments to SGS based on the size and/or profitability of its account with that Supplier or new initiatives; for instance if SGS places more than one meter for a Customer, or arranges a certain volume of contracts and/or repeat contracts with a Supplier, that Supplier may pay SGS more commission than for a single switch. Additionally, SGS may continue to receive commission from the Supplier SGS places a Customer with after their contract has ended, but the Customer has not renewed their contract or switched elsewhere. SGS earns commission in order to make sure it can keep providing you with the best possible and most comprehensive service.
5.3 SGS will only earn a commission if it is successful in brokering a Supply Contract with a Supplier on the Customer’s behalf. If SGS is not successful in brokering a Supply Contract on the Customer’s behalf with a Supplier, SGS will earn no commission and the Services are cost free to the Customer, unless there have been prior alternative commercial arrangements agreed between SGS and the Customer.
5.4 If SGS earns a commission, the Services are not cost free to the Customer. Unless agreed otherwise, SGS’s commission:
(a) is included within the energy suppliers’ proposals that SGS presents to the Customer;
(b) amount is included within the energy unit rate (kWh) and/or the standing charge in the Supply Contract;
(c) is paid to SGS directly by the chosen Supplier; and
(d) where included in the energy unit rate, is dependent on the volume of energy unit (kWh) consumed by each meter or group of meters SGS has contracted (brokered) on the Customer’s behalf with a Supplier.
5.5 The maximum commission SGS will charge in the energy unit rate is £0.03 per kWh of energy unit consumed by the meter or group of meters contracted.
5.6 The Customer will not pay any additional fees for SGS’s Services on top of what SGS presents in the energy suppliers’ proposals, unless there have been prior alternative commercial arrangements agreed with between SGS and the Customer.
5.7 SGS will disclose to the Customer on request the commission it is proposed SGS will receive in respect of a proposed energy supply contract, if the Customer’s request is made prior to the Customer entering that supply contract. SGS will have no obligation to provide the Customer with details of any commission that SGS has received (or is entitled to receive) in respect of a Supply Contract after the Customer has signed the Supply Contract.
5.8 Any Administration Fee payable under clause 4.8 above shall be payable to SGS by no later than 30 days from the date of the invoice for the same.
5.9 Without prejudice to SGS’s other rights and remedies, if the Customer fails to pay when due any amount payable by it under or in connection with these Terms, it shall forthwith on demand by SGS pay interest on the overdue amount from the due date until the date of actual payment (after as well as before judgment) at the rate of 8 per cent per annum or such percentage equivalent to the statutory rate of interest prescribed for judgments from time to time in place. In the alternative and where appropriate, SGS reserves the right to claim interest pursuant to the Late Payment of Commercial Debts (Interest) Act 1998.
6. CUSTOMER’S OBLIGATIONS
6.1 In addition to the Customer’s other obligations set out in these Terms, the Customer warrants, represents and undertakes: a) to co-operate with the Supplier(s) in all matters relating to the Services including, without limitation, providing all relevant information in a timely manner as the Supplier(s) and/or SGS may require from time to time and that all such Customer information will be true, accurate, complete, reliable and current in all respects; b) to comply at all times with these Terms and any applicable terms and conditions imposed by a Supplier in relation to the supply of the Supplier Services; c) that any password, user details and/or account number allocated to or created by the Customer to enable the Customer to use the Services shall be kept confidential by the Customer at all times. SGS will be entitled to assume that any person using the Customer’s password, user details and/or account number is the Customer or someone doing so with the Customer’s permission. The Customer shall be responsible and liable for any actions of any person using the Customer’s password, user details and/or account number and shall immediately notify SGS of any unauthorised use of the same.
6.2 The Customer agrees to notify SGS of any intention to submit a COT/COO prior to submitting any documentation to the Supplier. This can be done by contacting our customer services team. Customer Service Team can be reached on 0800 955 6802 or enquiry@utilitysynergy.com
7. INTELLECTUAL PROPERTY RIGHTS
The Customer agrees that any and all Intellectual Property Rights in or to the Services, any information and/or materials provided to the Customer, the Site and any content therein (including, without limitation, the look and feel of the Site) shall remain owned by SGS and/or its licensors and any use or attempted use of any of the same shall constitute an infringement of SGS’s (and/or its licensors’) Intellectual Property Rights and may expose the Customer to both civil and criminal liability.
8. TERMINATION
8.1 Without prejudice to the foregoing and any other rights and remedies that SGS may have, SGS shall be entitled to terminate or suspend the Services immediately upon written notice to the Customer in the event that: (a) the Customer is in breach of any of the provisions of these Terms and that in the case of a breach capable of remedy, such breach shall not have been remedied within 7 days of the date of a written notice from SGS to the Customer specifying such breach; or (b) SGS suspects on reasonable grounds that the Customer may have committed or attempted to have committed any fraud against SGS and/or any Supplier.
8.2 The Customer hereby agrees to indemnify, keep indemnified, defend and hold SGS and its parent companies, subsidiaries, affiliates and each of their respective officers, directors, employees, owners, agents, suppliers, contractors, partners, information providers and licensors harmless from and against any and all claims, damages, liability, demands, losses, costs and expenses (including legal fees) (whether or not foreseeable or avoidable) incurred or suffered by any of such parties and any claims or legal proceedings which are brought or threatened arising out of or in connection with any use by or conduct of the Customer in relation to any of the Services, any transactions, dealings or arrangements made with any third party as a result of using the Services or any breach of any of the provisions of these Terms or of any law or the rights of any third party.
9. LIMITATION ON LIABILITY
9.1 SGS will exercise all reasonable skill and care in providing the Services. However, the performance of the Services by SGS may be dependent upon third parties (including, without limitation, Suppliers and Existing Suppliers) and SGS is not able to guarantee or accept any responsibility for any failure or delay caused by such third parties or for any inaccurate, incomplete, or unreliable information provided to the Customer by such parties via SGS.
9.2 SGS shall use its reasonable endeavours to ensure that all pricing information provided by SGS to the Customer as part of the Procurement Service is accurate, current, and reliable in all material respects. However, save in respect of the foregoing, SGS does not warrant and excludes all liability in respect of the accuracy, completeness, fitness for purposes or legality of any information accessed as a result of the Customer’s use of the Services, the Site or the Call Centre or otherwise communicated by SGS to the Customer.
9.3 Except as expressly provided in these Terms, the Services and the Site are provided on an “as is” basis without representation or warranty of any kind and to the fullest extent permissible pursuant to applicable law SGS disclaims all other conditions, representations, statements and warranties, either express or implied (whether by common law, custom, statute or otherwise).
9.4 Subject to the foregoing, if by any mistake, act or omission of SGS in the performance of the Services, the Customer suffers a direct financial loss as a result of such mistake, act or omission, SGS will compensate the Customer for such direct loss on the following basis: a) the Customer must submit any claim within 3 months of identifying the mistake, act or omission that has resulted in such direct loss and must follow SGS’s claims process; and b) SGS’s total liability for all losses of whatever nature suffered by the Customer as a result of such mistake, act or omission is strictly limited to the lesser of: (i) the amount that the Customer would have saved but for SGS’s mistake, act or omission; or (ii) the commission fee up to a maximum value of £1,000 earned by SGS from the Supplier as a result of SGS securing and finalising the Contract between the Supplier and the Customer.
Subject to clause 9.5, the Customer acknowledges and agrees that SGS shall not be liable for: (a) any indirect loss, claim or damage, or any punitive, special, incidental or consequential damages of any kind that are not directly associated with the Customer’s claim; (b) any loss of profit or savings; (c) loss or corruption of data or information; (d) loss of contracts, business or opportunity; (e) damage to goodwill or reputation(s); in each case whether direct or indirect and in each case whether based in contract, tort (including without limitation negligence), strict liability, or otherwise, arising out of or in connection with these Terms, the Services, the Site and/or any use thereof, in each case even if SGS has been forewarned or is aware of the possibility of such loss or damage.
9.5 SGS does not exclude or limit its liability (if any) in any way: a) for death or personal injury caused by SGS’s negligence; b) for fraud or fraudulent misrepresentation; or c) for any matter from which it is unlawful to exclude, or attempt to exclude, SGS’s liability.
10. DATA PROTECTION
The Customer acknowledges and agrees that details of the Customer’s name, address and payment record may be submitted to a credit reference agency, and personal data will be processed by and on behalf of the Customer in accordance with SGS’s Privacy Policy, as is more particularly set out in www.utilitysynergy.com.
The Customer also grants SGS permission to investigate their supply details on the relevant industry databases (including but not limited to Transco, Xoserve, ECOES, Companies House, HMRC, The Charity Commission for England and Wales) in order to provide any quotation or facilitate any contract or transfer.
11. FORCE MAJEURE
SGS shall have no liability to the Customer if it is prevented from or delayed in performing any of its obligations in relation to the provision of any of the Services, or from carrying on its business, by acts, events, omissions or accidents beyond SGS’s reasonable control, including (without limitation) strikes, lockouts or other industrial disputes (whether involving the workforce of SGS or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or subcontractors, and SGS shall be entitled to a reasonable extension of the time for performing such obligations in the event of any such occurrence.
12. NO WAIVER
Any failure or delay by SGS to enforce any of its rights under these Terms is not to be taken as or deemed to be a waiver of that or any other right unless SGS acknowledges and agrees to such a waiver in writing.
13. SEVERABILITY
If any clause or part of a clause of these Terms is, or becomes, invalid, illegal or unenforceable, then that clause or part of a clause shall be deemed to be deleted from these Terms. Any such deemed deletion shall not affect the validity, legality or enforceability of the remainder of these Terms.
14. THIRD PARTY RIGHTS
Except as expressly provided in clause 8.2, the parties agree that the provisions of these Terms are personal to them and are not intended to confer any rights of enforcement on any other third party. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this Contract or to any of its provisions, other than clause 8.2.
15. TRANSFER OF RIGHTS AND OBLIGATIONS
15.1 These Terms are binding on the Customer and SGS and on each parties’ respective successors and assigns.
15.2 The Customer may not transfer, assign, charge or otherwise dispose of these Terms, or any of its rights or obligations arising under them, without SGS’s prior written consent.
15.3 SGS may at any time transfer, assign, charge, sub-contract or otherwise dispose of these Terms, or any of its rights or obligations arising under them.
16. ENTIRE AGREEMENT
The warranties, exclusions and other express provisions of these Terms, the Privacy Policy and the Terms of Use set out the full extent of our obligations and liabilities concerning the subject matter and supersede any previous agreements between the parties relating thereto.
17. GOVERNING LAW AND JURISDICTION
These Terms are governed by the laws of England and Wales and the parties agree to submit to the non-exclusive jurisdiction of the English Courts.
Synergy Group Svcs Ltd t/a Utility Synergy
Terms and Conditions of Business
SYNERGY GROUP SVCS LTD
PRIVACY POLICY
INTRODUCTION
Synergy Group Svcs Ltd is committed to ensuring that your privacy is protected.
We protect your personal data in line with the requirements of the General Data Protection Regulation (GDPR). The GDPR requires data controllers such as us to document our lawful basis for processing personal data. It also gives you rights over how your data is processed.
This privacy policy documents the data we collect, why and how we process and use it, how we protect any information that you give us when you use this website or are a recipient of our services, and how to exercise your rights.
We do update this Policy from time to time so please do review this Policy regularly
DATA CONTROLLER
The data controller responsible for this website is Synergy Group Svcs Ltd, registered in England and Wales with company number 12719204 and has its registered office at 71-75 Shelton St, London, WC2H 9JQ.
Synergy Group Svcs Ltd is registered with the Information Commissioner's Office.
This website may contain links to third-party websites, which have their own data controllers and privacy policies. This privacy policy applies only to this website
LAWFUL BASIS FOR PROCESSING
For each method by which we collect personal data, this privacy policy documents our lawful basis for processing the data. Where we rely on your consent to process your data, we explain how you can withdraw your consent and delete your data.
PERSONAL DETAILS AND DATA PROTECTION PRIVACY
Synergy Group Svcs Ltd is an independent consultancy of electricity, gas, and water for businesses.
We work with suppliers to help secure better rates for business energy and water customers, as well as providing a one stop service for all customer support needs.
Your privacy is important to us. We have a strict confidentiality policy and do not share your contact details, other than as outlined below and which will only be used in accordance with this privacy statement.
We may collect the following types of information:
• your name, business names and address, contact telephone number(s) and email address. For verification purposes we may also collect your date of birth (for partnerships and sole traders)
• information required to provide you with a service (e.g., details of your existing utility supplier, contract expiry dates, meter readings and consumptions, full electricity meter point administration numbers (MPAN) and Gas meter point reference numbers (MPRN) details)
• website data including, but not limited to, traffic data, location data, weblogs and other communication data.
• details of our services that you have used
• your payment or financial information such as credit or debit card details and bank account details, which may relate to the setting up of a direct debit, which we will process in accordance with the direct debit guarantee scheme.
DATA HELD
Personal data is not held for any purpose other than the administration of your account.
Personal data processed for any purpose or purposes shall not be kept for longer than is necessary, (up to 6 years unless stated otherwise) and will be updated, archived or securely deleted if it goes out of date.
WE COLLECT AND PROCESS PERSONAL DATA ABOUT OUR:
customers
suppliers and service providers
advisers, consultants and other professional bodies
employees and prospective employees
enquirers and complainants
WHY WE COLLECT AND PROCESS PERSONAL DATA
with your consent; and/or
to perform the contract we have entered with you (or discharge other contractual obligations); and/or
to comply with our legal obligations; and/or
to pursue our legitimate interests in the relationship we have with you as a business contact or client (and your rights do not override our interests).
to meet our legal and regulatory obligations as an employer and as a consultancy of energy services
SHARING YOUR DATA WITH THIRD PARTIES
Access to your personal information is only allowed when required by the law or is required as part of fulfilling our service obligations.
We may share your personal data with:
Utility suppliers as part of securing a quotation and/or arranging a supply contract.
Third-party suppliers where we have subcontracted to them the performance of any or all of our obligations under our contract with you.
Credit agencies (for the purpose of credit risk management), and professional advisors to enforce or apply the terms of any contracts between us and you.
Regulatory authorities (such as Trading Standards), Government departments (such as HMRC), or the police in order to comply with any legal obligations or to assist in fraud prevention and detection.
Other third parties where we reasonably believe that such action is necessary to comply with a legal obligation or to protect our rights and property, or act in urgent circumstances to protect the personal safety of our staff or agents, users of our products or services, or members of the public.
We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so.
The buyer and its professional advisors should we wish to sell any or all of our business and/or our assets in which case personal data we hold about our customers will potentially be one of the assets we sell.
WE MAY COLLECT PERSONAL DATA FROM ANY NUMBER OF SOURCES INCLUDING:
Information you provide by visiting our website (www.utilitysynergy.com) by completing online enquiry forms regarding our products and/or services, contacting us, recorded telephone conversations (recorded as necessary to meet energy supplier requirements and also for our own quality controls and training, email correspondence, contracting with us and responding to surveys and/or prize draws).
Publicly available information such as Companies House, LinkedIn and other social media, search engines such as Google.
Directly from our referring partners, where we use referring partners to identify new or potential clients and to purchase data.
From industry specialists, such as ECOES, to access meter information solely when authorised by our customers and required to do so to fulfil our professional obligation. We also collect meter point details directly from customers, introducers and suppliers. This data enables us to obtain quotations for customers from suppliers.
Third-party providers such as debt recovery agencies, contractors, and business introducers.
INDIVIDUAL RIGHTS
To ensure fair and transparent processing it is important that we inform you of your rights with regards to how your personal data is processed
The GDPR regulations give you rights over how your personal data is processed. You can exercise your rights by contacting us. In some cases, you can also exercise your rights through automated systems, as described at the relevant points in this privacy policy.
We will need to confirm your identity before your request can be processed.
YOUR RIGHT TO BE INFORMED
This is our privacy notice which informs you of who we are, why we are processing your personal data, with whom we share your personal data and how we have collected it. These details are set out above.
Our privacy notice can be found on our website and is signposted on our web portals and other key business documentation. Our staff are trained to provide this notice in a variety of formats on request.
If you would like to discuss this privacy notice or suggest ways which we could improve the content or its communication then please contact Synergy Group Svcs Ltd on 0800 955 6802 / 020 7993 6802 and you will be put through to the data protection manager or email datamanager@utilitysynergy.com
YOUR RIGHT TO ACCESS
As a data subject you have the right to access the personal data we hold about you and check that we are lawfully processing it.
To make a data subject access request (DSAR) this can be done in writing by emailing us datamanager@utilitysynergy.com or alternatively writing to us at:
The Data Protection Manager
Synergy Group Svcs Ltd
71-75 Shelton St
Covent Garden
London
WC2H 9JQ
You can also speak to a member of staff on 0800 955 6802 / 020 7993 6802 who will put you in contact with the data protection manager should you have any questions or queries relating to a DSAR. A reasonable fee will be applied and payable in order to fulfil a data subject access request (DSAR).
In line with legal requirements we do not have a data protection officer due to the nature and volume of our processing activities. However, we have appointed a data protection manager who will act in an equivalent capacity.
Once we receive your request we will ask you to verify your identity and ask you to specify the data or processing activity that you require so that we can confirm your expectations and respond within a period of one calendar month.
We do have the right to refuse a DSAR should it be manifestly unfounded or excessive and we can apply a reasonable additional fee and/or extend the time to respond should the request be complex (in which case you would be informed within 1 month).
We do have the right to also charge additional reasonable fees if you make numerous requests for the same information.
YOUR RIGHT TO RECTIFICATION
Where personal data is inaccurate or incomplete you have the right for it to be rectified on our systems. In such cases we will act promptly to put things right.
So that we can quickly resolve your query we may ask you to provide some supporting evidence to show that the data needs to be altered.
If you require your personal data to be rectified you can contact us on 0800 955 6802 / 020 7993 6802 and we will put you in contact with the data protection manager, or you can email datamanager@utilitysynergy.com.
YOUR RIGHT TO ERASURE
This enables you to ask us to delete or remove personal data where there is no good reason for us to continue to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to withdraw consent (see below).
Sometimes, however, we may refuse a request to erase such data in order, for example, to comply with a legal obligation.
If you require your personal data to be erased you can contact us on 0800 955 6802 / 020 7993 6802 and we will put you in contact with the data protection manager, or you can email datamanager@utilitysynergy.com.
YOUR RIGHT TO RESTRICTED PROCESSING
This enables you to ask us to restrict the processing of your personal data. For example, if you do not want us to erase your data you may ask us to restrict our processing activities instead.
If you wish for restricted processing to be applied to your personal data you can contact us on 0800 955 6802 / 020 7993 6802 and we will put you in contact with the data protection manager, or you can email datamanager@utilitysynergy.com.
YOUR RIGHT TO WITHDRAW CONSENT
In circumstances where you may have provided your consent to the processing of your personal data for a specific purpose, you have the right to withdraw your consent for that specific processing activity at any time.
To withdraw your consent you can contact us on 020 7993 6802 and we will put you in contact with the data protection manager, or you can email datamanager@utilitysynergy.com.
Once we have received notification that you have withdrawn your consent, we will no longer process your data for the purpose or purposes you originally agreed to, unless we have another lawful basis for doing so such as a contractual or legal reason.
SECURITY
We are committed to ensuring that your information is secure.
The GDPR regulations requires us to implement appropriate technical measures to protect data.
To prevent unauthorised access or disclosure, we have put in place suitable physical organisational procedures to safeguard and secure the information we collect online.
We use Transport Layer Security (TLS, also known as SSL) to encrypt any data you supply to us through our website. Additional technical measures are described at the relevant points in this privacy policy
We ensure that our staff are properly trained so that they can process your data securely and safely.
We verify the identity of any individual who requests access to data before granting access.
We have in place workplace CCTV to ensure security and compliance with health and safety regulations.
Safeguards are regularly reviewed by senior management as part of our wider data protection policy which sets out how we aim to preserve the confidentiality, integrity, and availability of personal data we hold.
REPORTING A CONCERN TO US OR TO THE INFORMATION COMMISSIONER’S OFFICE
If you have a concern regarding how we handle your personal data then we kindly request that you inform us about it first so that we can work with you in an effort to resolve it.
You can report a concern or raise a complaint with us initially by contacting us on 0800 955 6802/ 020 7993 6802 and we will put you in contact with the data protection manager, or you can email datamanager@utilitysynergy.com.
Alternatively, you can write to us by sending your letter to:
The Data Protection Manager
Synergy Group Svcs Ltd
71-75 Shelton St
Covent Garden
London
WC2H 9JQ
We aim to acknowledge your complaint within ten business days of receipt and provide a resolution within one calendar month. If we are unable to meet this timescale, we will write to notify you in advance.
If you are not satisfied with our proposed resolution to your complaint you can raise the matter directly with the Information Commissioner’s Office (ICO). The ICO will take steps to address your concern and provide guidance and support to us so that we can put things right.
Synergy Group Svcs Ltd is a data controller and is registered with the ICO.
Details as to how to get in touch with the ICO or report a concern can be found on their website at www.ico.org.uk.