We take your privacy seriously and you can find out more here about your privacy rights and how we gather, use and share your personal information – that includes the personal information we already hold about you now and the further personal information we might collect about you, either from you or from a third party. How we use your personal information will depend on the products and services we provide to you.
How we gather personal information
Information that you provide to us directly:
- Over the phone or when you fill out an application
- Through our website
- When you visit our premises
- We also may obtain some personal information from monitoring or recording calls and when we use CCTV at our premises.
Information provided by other organisations such as housing associations and landlords:
- Your contact details
- Whether you have a vulnerability we need to be aware of to provide a service to you
When you use our website we may gather information about you via Cookies
Cookies are small text files containing information sent by a web server to a web browser, and stored on your computer, tablet or mobile phone when you visit certain web pages. The information is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.
If you select the ‘Only Necessary’ option from the Cookies pop-up shown when you first access our website, we will only place Cookies on your device that are necessary to make the website work well for you.
We will automatically log your IP address (the unique address that identifies your computer on the internet) which is automatically recognised on our web server. We may use IP addresses to help us administer our website. We do not link IP addresses to personally identifiable information.
If you select the ‘Accept All’ option from the Cookies pop-up, our website uses all of the following categories of cookies:
- “Session cookies” – these keep track of you while you navigate our website, and will be deleted from your computer when you close your browser.”Persistent cookies” – these enable our website to recognise you when you visit, and they remain stored on your computer until deleted, or until they reach a specified expiry date. They enable us to remember details such as your preferences and enable us to give you a better service.
- “Persistent cookies” – these enable our website to recognise you when you visit, and they remain stored on your computer until deleted, or until they reach a specified expiry date. They enable us to remember details such as your preferences and enable us to give you a better service.
- We use Google Analytics to analyse the use of our website. Google Analytics generates statistical and other information about use of our website such as number of new visitors to our website, how long visitors spend browsing our website and which pages they viewed by means of cookies which are stored on user’s computers.
- You can find out more about Google Analytics here: www.google.co.uk/intl/en/policies/privacy/.
How we use your personal information
We use your personal information to provide you with products and services, to comply with the law and enforce our legal rights (including debt recovery), and to improve and market our products and services.
To provide you with any products and services we need to know your name, address, contact telephone number and in some cases email address.
We need this personal information before we can provide our products and services to you, for example to allow us to check your identity. In some cases we won’t be able to provide products and services to you if we don’t have all the personal information we need. You do not have to provide us with this data but without it we cannot provide you with our services.
We sometimes need to gather, use and share additional personal information for specific purposes, which are set out in more detail below.
To operate and administer our products and services, including dealing with your complaints and fixing our mistakes, we will use:
- your contact details;
We might share all of the information we use for this purpose with third parties who help us to verify your contact details and deliver our products and services, such as our subcontractors. We use your information in this way because it is necessary to perform our contract with you and to meet our legal obligations.
To administer payments to and from you, we will use:
- your name, address, telephone number, bank details.
We may give this information to our third-party payment providers to process the payment to you.
To comply with our legal obligations, to prevent financial crime including fraud and money laundering we will use:
- any information you have given us, including our name and address, that we have obtained from a third party, or that we have obtained by looking at how you use our services, where it is necessary for us to use that information to comply with a legal obligation
We will give information to and receive information from third parties where that is necessary to meet our legal obligations, including credit reference agencies, fraud prevention agencies, the police and other law enforcement and government agencies, other banks and regulators.
To comply with our legal obligations, to support our vulnerable customers:
- information you give to us which identifies a vulnerability (such as a health condition); and
- information we may receive from another Group company which identifies vulnerability.
We will give information to and receive information about a vulnerability from third parties where that is necessary to meet our legal obligations, for example from police, social services or someone acting on your behalf.
For financial management and debt recovery purposes, we will use:
- your contact details;
- information we obtain from looking at how you have used our services, including information about your location that we may find from reviewing your accounts.
We will give information to and receive information from third parties where that is necessary to recover debts due by you to us, for example debt recovery agents’ sheriff officer or bailiff services. This might include passing personal information about you to a third party who we have transferred your debt to, and who will then contact you directly to collect that debt. If your debt is transferred to a third party, you will be advised of the identity of that third party.
We use your information in this way because it is necessary to perform our contract with you, to exercise our legal rights, and because it is fair and reasonable for us to do so.
For regulatory purposes, for training and to ensure and improve quality of service delivery, to ensure safety of our staff and customers, and to resolve queries or issues
- We will record or monitor phone calls with you.
- We also use CCTV on our premises to ensure the safety and security of our staff, customers and suppliers;
Our legal basis for using your personal information
We only use your personal information where that is permitted by the laws that protect your privacy rights. We only use personal information where:
- we have your consent (if consent is needed);
- we need to use the information to comply with our legal obligations;
- we need to use the information to perform a contract with you; and/or
- it is fair to use the personal information either in our interests or someone else’s interests, where there is no disadvantage to you – this can include where it is in our interests to contact you about products or services, market to you, or collaborate with others to improve our services.
Sometimes we need your consent to use your personal information (for example for marketing). We won’t always need consent to use personal information – for example if we need it to meet regulatory requirements or to perform a contract with you. Where you have given us consent, you have the right to withdraw it at any time.
Sharing and transferring personal Information
We may share your personal information with the organisations and agencies detailed above and also with our suppliers and other third parties where needed to provide you with the best service. Some of our suppliers may be based outside the UK. Where this is the case, we take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this policy.
Keeping personal information
We keep your personal information securely for as long as we need it for legitimate business purpose or purposes for which we originally collected it including for the purpose of satisfying any legal, accounting or reporting requirements.
Under certain circumstances, the law gives you the right to request:
- A copy of your personal information and to check that we are holding and using it in accordance with legal requirements.
- Correction of any incomplete or inaccurate personal information that we hold and use about you.
- Deletion of your personal information where there is no good reason for us continuing to hold and use it. You also have the right to ask us to do this where you object to us holding and using your personal information (details below).
- Temporarily suspend the use of your personal information, for example, if you want us to check that it is correct or the reason for processing it.
- The transfer of your personal information to another organisation.
- You can also object to us holding and using your personal information where our legal basis is a legitimate interest (either our legitimate interests or those of a third party), including the right to object to direct marketing.
If you would like further information regarding the use or storage of your personal data please address your correspondence to the Data Protection Manager:
T.B. Mackay Energy Services
219 Granton Road
or call 0131 552 6103 between 9am and 5pm (GMT) Mon-Fri.
Our Data Protection Officer is RGDP who can be contacted at email@example.com
We are committed to ensuring that your personal data is processed lawfully, fairly and securely. If you have any questions or concerns about the way in which we process your personal data, please contact us at the address above and we will attempt to resolve any issues you have. If you remain unsatisfied you can contact the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/.
This privacy notice was last updated on 21st July 2021.