Data protection privacy notice for customers and suppliers
This notice explains what personal data (information) we hold about you, how we collect it, and how we use and may share information about you. We are required to notify you of this information under data protection legislation.
Who collects the information
Gardele Limited Registered in England & Wales Company Number 11056284 is a ‘data controller’ ICO Data Protection ZA299788 and gathers and uses certain information about you.
Data protection principles
We will comply with the data protection principles when gathering and using personal information, as set out in our Data Protection policy.
About the information we collect and hold
We may collect and hold the following information:
· Your name and contact details;
· Your company information, including address and contact telephone numbers;
· E-mail addresses to forward orders, invoices, credit notes, statement of accounts and Remittances;
· Company and VAT registration numbers;
· Bank details
· Trading Accounts
· Director/Company Registration Details
How we collect the information
This information is collected from you at the initial contact or contract stage. Either via email, telephone or in person.
Why we collect the information and how we use it
We will typically collect and use this information for the following purposes :
· To open a customer account with us;
· To open an supplier account with one of our providers;
· To register for a business opportunity
· To pay supplier accounts
· To prove legitimacy of trading
All your data is treated with considerable care and applicable methods are in place to protect this.
How we may share the information
We may need to share some of the above categories of personal information with other parties, such as manufacturers, suppliers, energy providers or credit data processor companies and couriers to arrange timely shipping of your goods.
We will not share or sell your information with other companies for marketing purposes. The recipient of the information will be bound by confidentiality obligations.
Your rights to correct and access your information and to ask for it to be erased
Please contact Deborah Hill if (in accordance with applicable law) you would like to correct or delete information that we hold relating to you or if you have any questions about this notice.
Our Business Energy Customer Promise
At Gardele Utilities, customer service and commitment to UK SMEs has
been the driving force behind our brand, our mission is to provide customers
with the best possible service, helping them to save money and time when it
comes to switching their business energy bills.
As a business we strive to give our customers a first-class service, however we understand that occasionally things do not go as planned. We believe that you have the right to know what level of service you can expect from us all the time, even in those occasional moments that we fall short of the very high standards that we set ourselves.
To ensure we are delivering the highest quality customer service, we are committed to keeping certain promises to every single one of our customers.
These are our commitments to you…
1) We Will Keep Your Data Confidential
Our first promise is to respect your privacy. Whenever we perform a business energy price comparison you can rest safe in the knowledge that we will only request the information we need to perform our services. We only ask for the technical information so we can give you an accurate comparison.
We promise to never sell or pass on your information to any third parties. We will only ever use it to identify you to your new supplier, without it, we couldn't save you money on your new energy contract.
2) We Will Uphold Industry Standards
At Gardele Utilities, we’re committed to compliance and leading the way when it comes to regulation in the energy market. A lack of official government regulation currently means that the industry we work in is largely self-regulated.
We want to ensure we're always honest, open and transparent in the way we operate and that's why we're an opt-in member of the TPI Code of Practice. This means that, by comparing and switching your energy tariff with Gardele Utilities, your information will be in safe hands and we will never mislead you.
3) We Will Never Send Junk Mail
As a business owner, your inbox is probably fuller than most and we don’t want to be adding to your junk folder.
Any emails we send you will always contain useful information either about your energy contract renewal or running your business more generally. We will only ever send you emails from Gardele Utilities and will not allow third parties to contact you.
You can unsubscribe from our emails at any time (although we hope you don’t need to) and we are always happy to receive emails from you should you have any queries or complaints.
4) We Work For You
Our mission at Gardele Utilities is to provide the best possible service, and our research suggests that our customers want an honest, fast, hassle-free commercial energy comparison in order to find a cheaper gas and/or electricity contract. We are completely independent and work with all major suppliers, plus numerous independents, to ensure we are getting a broad market overview.
We simply present you with what is available in the energy market to help you make an informed decision based on your personal preferences and requirements. We will never pressure you to leave your current supplier, in fact, if we can find you a cheaper deal without having to switch you, we will do.
Should you wish to provide us with feedback or file a complaint (although we hope you never will) you can find our complaints policy below.
5) We Will Never Surprise You With Additional Charges
Nobody likes a nasty surprise, so we’ll never attach any additional charges to any of our energy comparisons.
We are always happy to be completely transparent about our prices. It is free to complete a comparison on our engine; you will never be charged for simply enquiring.
Upon your contract going live with your new supplier, we will either be paid an introduction fee or paid an amount, which is included within your price, over the life of your contract. The fee is contingent on your actual energy consumption over the lifetime of the contract.
6) We Will Be Efficient, Fast and Reliable
We’re committed to finding the best deal on YOUR business energy. We’ve made our business energy comparison process as quick and easy as possible. We only ask for the minimum information needed for a comparison to help speed up the process. Our energy experts are all given extensive training to efficiently guide the process of switching your business gas, electricity and/or water suppliers.
Our Complaints Policy
Here at Gardele Business Solutions we are passionate about giving our customers an exceptional service, however, we understand that occasionally things can go wrong.
If this happens, we’d really like your feedback - not only does it allow us an opportunity to resolve your concerns, it also helps us to learn and improve our customer service.
If you have a concern or are dissatisfied in some way, our Customer Experience Team will investigate your concerns in a fair and independent manner.
You can contact us with your concerns via:
Customer Experience Team
Gardele Business Solutions
4 Oak Coppice
To allow the Customer Experience Team to investigate and resolve your concerns, please ensure that you provide us with:
- your name
- business name
- business address
- telephone number
- email address
- explanation of your concerns
Upon receipt of your concerns, the Customer Experience Team will look to acknowledge your complaint within three working days and aim to resolve the matter within 5 working days.
However, whilst we will make every effort to resolve your complaint as soon as possible, there are some circumstances in which this may take longer. If it does take longer than this we will keep you updated with the progress of your complaint and, where possible, an anticipated resolution date.
After receiving an initial resolution to your complaint, if you remain dis-satisfied, your concerns can be escalated to our Customer Experience Team by contacting us on 01204492210or emailing us at firstname.lastname@example.org
Again, the Customer Experience Team will aim to provide you with a resolution within 5 working days. If this is not possible, you will be kept informed.
Third-Party Intermediary (TPI) Code of Practice
It's not easy bringing sanity to any industry but
we are working hard to do that.
That is why Gardele Utilities follow the Third-Party Intermediary (TPI) Code of Practice for small and medium businesses.
What is the TPI Code of Practice?
The TPI Code of Practice was designed to set a benchmark for responsible, high quality TPIs (Third Party Intermediaries) who operate on behalf of SMEs, liaising with suppliers to negotiate the best prices.
By agreeing to follow, we are promising our customers that we are committed to providing a high-quality service that is open, honest and transparent.
In such a competitive market, it is essential that we follow the guidelines to bring structure and regulation to the industry.
As a business energy customer, it is your responsibility to check that the TPI you are using is complying with the TPI Code of Practice. If they are not, you may be at risk of receiving a low quality and untrustworthy service.
What does the TPI Code of Practice mean for our customers?
Quality Customer Service – Our experienced energy consultants are fully trained to ensure that you receive the best customer service. We are well-equipped to provide you with all the information you will need to make an informed decision and will be happy to answer any questions you may have at any point during the switching process.
Freedom – We will never use high-pressure sales tactics or bombard you with unwanted communications. Our mission is to secure you a better deal on your business energy bills, but we understand that it is your business, and your choice.
Should you have any complaints or if you wish to stop receiving communications from us, all you need to do is drop us an email.
Transparency – We are committed to providing an open and honest service. It is our job to keep you fully informed during the switching process, and ensure you are sent all the necessary documentation.
Privacy – Data Protection is something we take very seriously here at Gardele Utilities. We manage our customer data lists closely to ensure you are only receiving the communications with regards to the switching process & Gardele Business Solutions, and we will never share your details with third parties, without your consent.
Fair Prices – You can call us directly and speak with one of our experienced energy consultants about the tariffs available to you. You can review over 150 different deals from 30 suppliers.
On average, we save businesses 40% on their annual energy costs, and we will always do our utmost to beat your current tariff. Our unique pricing tool ensures you get the best real-time* deal every time without needing to negotiate.
Upon the contract going live with your chosen supplier, we will either be paid an introductory fee or paid an amount, which is included in your price, over the life of your contract. We will always be fully transparent about how we are paid, and we will happily answer any questions you may have about this should you wish to know more.
Security – Energy contracts will never go forward without your full consent and understanding. By law we are required to have received a signed Letter of Authority (LOA) from yourself before we can act on your behalf with suppliers. When agreeing a contract over the phone, you can rest assured that we will read you the full contract, which is recorded, should it ever need to be revisited.
Our team will always be happy to repeat anything you may not have fully understood and will ensure you are happy with the terms and conditions before continuing with any new contract.
From the moment you verbally agree a new contract, you will be taken care of by our Pre-live Team who are always on hand to answer any questions you may have, and deal with any objections that may be raised.
Once your contract has gone live, you will be allocated an Account Manager who will be in regular contact to check you are still happy with the new contract. They will also be in touch when your contract is up for renewal to ensure you remain on the lowest priced tariff available to you.
real-time* - Real time prices are based on the wholesale market and are subject to change and are generally available for 24-48 hours