Privacy Policy

At Focus Assured, we are committed to safeguarding and preserving the privacy of our customers and website visitors. This Privacy Policy explains what happens to personal data that you provide to us, or that we collect from you whilst you visit our site. By using this site, you signify your acceptance of this policy. We may change this policy from time to time. Should we change the policy at any time, your continued use of the site signifies that you accept the changes to the policy.

We may collect the below information from you. Collection of this data includes, but is not limited to, engaging in a call or a live chat, completing an enquiries form, responding to a survey or signing up to our mailing list. You can at any time refuse to provide the information, but this may prevent you from engaging in certain activities and may limit our ability to provide services to you.

• Full Name
• Job role
• Email address
• Phone number
• Mailing address
• Current utility information
• IP address

We may collect the following information, whenever you interact with or browse our site.

• Browser name and technical browser information
• Means of connection to our site, e.g. operation system, internet service provider and other similar information

We record all of our inbound and outbound calls for training and verification purposes.

When a call is recorded we collect:

• a recording of the conversation
• your phone number
• The start and end time of the phone call

Call recordings may be used for the following purposes, including, but not limited to:

• assisting us with training and quality monitoring of our staff
• investigating and resolving complaints
• verifying conversations surrounding your energy/utility contracts

Call recordings are retained for a minimum of 6 years and a maximum of 12 years.

We may use the above data for the following purposes:

• To help us improve our customer service
• To become more efficient in our customer support and responses to customer enquiries
• To personalise your user experience
• To understand our users and audience
• To improve our site and customer user experience
• To improve our products and services
• To run promotions, surveys, live chat and other service features
• To generate potential business opportunities
• To send you requested information, including, but not limited to newsletters, market reports, surveys, marketing materials and other materials that may interest you
• To send periodic emails

We may also use the information provided and collected to respond to your enquiries, questions and any other requests you may have. If you decide to opt in to our mailing list, you will receive regular updates from us. You will always have the opportunity to opt out of this service, by clicking the “unsubscribe” button in the email.

If we hold data about you, you are entitled to:

• Ask what information we hold about you and why we hold it
• Request access to the data we hold about you
• Ask us to update or rectify any inaccurate data we hold
• Request a copy of the data we hold about you, in a generic format, for your own use or to send it to a service provider of your choice
• Stop the processing of or request erasure of your personal data for the following reasons:
  • It is no longer needed by us for the purpose of processing
  • Your interests override our lawful basis for processing
  • The processing of the personal data is or is becoming unlawful
  • The personal data being processed is inaccurate and needs to be updated/amended
• Restrict the use of your personal data
• Be informed about how we are meeting our obligations under the General Data Protection Regulation
• Make a formal complaint about the collection or processing of your personal data

To request any of the above, please email your request to compliance@focusassured.com

If we hold data about you, you are entitled to gain the following information:

• What personal data we hold about you
• Whether or not your personal data is being processed and why
• Where we collected that data from
• Whom your personal data is shared with. This includes any recipients outside the European Economic Area and the safeguards in place to protect such transfers
• How long your personal data is stored and how that period is decided
• Whether or not we carry out any automated decision making and what logic these decisions are based on

Requests must be sent to compliance@focusassured.com or FAO Compliance Manager, Focus Assured, 8 Beaumont Gate, Shenley Hill, Radlett, WD7 7AR.

You will need to include the following in your request:

• Proof of identity/authority to access the information
• A clear explanation of what you would like us to do
• Consent from any other data subject the information pertains to

Our responsibilities:

• Your data will be sent in an electronic format and you may be required to provide proof of identity before we can supply this data to you
• We will aim to take no more than 30 days to respond to your data request
• If, for any reason, there is a delay in processing your request, we will write to you within 20 days to let you know
• If your request is manifestly unfounded or excessive, we reserve the right not to comply with it. We will write to you within 30 days of your request to inform you why we will not be complying and the reasons of why we believe your request is excessive or unfounded

No charge will be made for complying with your data request. If the request is made for duplicate copies to be provided to parties other than the data subject making the request, or the request is found to be excessive or unfounded, a reasonable fee will be applied.

We adopt the appropriate data collection and storage practices to ensure that any personal data we hold on you is stored safely. We have security measures in place, such as password protection, secure servers and restricted access, to ensure that only the relevant people can view and process your data. We also ensure that all our partners and suppliers adhere to the General Data Protection Regulation. By doing so, we are ensuring that any personal data, shared with your permission, is being shared with compliant companies.

We handle and process all data according to the following data protection principles:

• All data is processed in a fair, lawful and transparent manner
• Personal data is only processed when relevant and necessary to do so. All transfers, storage, handling and processing of data is limited to the minimum necessary level
• Data is collected, stored and processed for the specified, explicit and legitimate reasons, explained before the data is collected
• Personal data is only stored for the minimum necessary period
• Data is kept up to date and we take all reasonable steps to ensure that inaccurate data is rectified or deleted as soon as possible
• Appropriate measures are adopted to ensure that all personal data is stored and processed in a secure manner
• The appropriate protections are in place to ensure that personal data is not unlawfully processed, accidentally lost, accessed without authorisation or transferred to other parties unnecessarily

We do not sell, trade or rent personal data. We may, however, share generic information in an aggregated demographic format without any personal data identification. This information will only be supplied to our trusted suppliers and partners. We may share your personal data with relevant third parties to enable us to provide our services to you. We will not share your data with any other third parties unnecessarily.

We may advertise our partners and suppliers on our site and provide links to their websites. All advertising and links to external content are used at your discretion. We do not accept any responsibility for the practices of those suppliers or partners advertised. These site may have their own privacy policy, which you should review before continuing to use their site. Your use of their site and any personal data they may collect will be subject to the provider’s policy and not ours.

We will obtain consent from you before sending you marketing emails or updates. This will be operated as an opt-in service, with anytime cancellation. Even if you do not opt in to our marketing list, we will still contact you with information about your contracts & services you have asked us to provide to you. If you are already our customer, we may contact you about associated services we believe may be beneficial to you.

We may update this policy from time to time so please review it regularly. By using this site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our site. Should we change the policy at any time, your continued use of the site signifies that you accept the changes to the policy.

By phone: 01923 854770
By Email: compliance@focusassured.com
By Post: FAO Compliance Manager, 8 Beaumont Gate, Shenley Hill, Radlett, Hertfordshire, WD7 7AR