Privacy Policy

Who are we?

We are Complete Home Energy Solutions Ltd. You can contact us using the details below:

• Email: [email protected]
• Telephone: 0800 599 9890
• Address: Level One Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH

Our Data Contact Lead

If you have any questions about your personal information or this policy, you can contact us using the details above.

Why do we collect and use your personal information?

We collect and use your personal information to provide our home energy improvement services, respond to enquiries, manage customer relationships, and fulfil contractual and legal obligations.

We may also use your personal information to send marketing communications about similar products and services by email. Each marketing email includes an unsubscribe option, and you can opt out at any time.

What is our lawful basis for processing your personal information?

Under UK GDPR, the lawful bases we rely on include:

• Contract: Where processing is necessary to deliver our services.
• Legal obligation: Where we are required to comply with the law or regulatory requirements.
• Legitimate interests: To operate and improve our business, communicate with customers, and market similar services to existing customers in line with PECR.

What happens if you do not provide your personal information?

If you do not provide the information we request, we may be unable to provide our services or respond fully to your enquiry.

Who do we share your personal information with?

We may share your information with trusted third parties where necessary, including:

• Finance providers such as Novuna Personal Finance
• Law enforcement agencies and regulators where legally required
• Professional advisers including accountants, solicitors, and compliance consultants
• Service providers supporting our IT, marketing, or business operations

How long do we keep your personal information?

We retain personal data for up to six years after we stop providing services to you, in line with legal and regulatory requirements.

Marketing data is retained until you unsubscribe or withdraw consent.

Your rights under UK GDPR

You have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request deletion once services have ended
• Restrict or object to processing
• Withdraw consent at any time
• Request data portability

We will respond to all valid requests within one month.

How to make a complaint

If you have concerns about how we handle your data, please contact us using the details above.

You can also contact the Information Commissioner’s Office:

• Online: https://ico.org.uk/concerns/
• Telephone: 0303 123 1113

Cookies and tracking

Our website uses cookies and similar technologies to distinguish you from other users, improve your experience, and analyse how our website is used.

What are cookies?

Cookies are small text files stored on your device when you visit a website. They help websites function correctly, remember preferences, and collect analytical information.

Types of cookies we use

• Essential cookies: Required for the website to function correctly.
• Functional cookies: Remember your preferences and settings.
• Analytics cookies: Help us understand how visitors use our website so we can improve performance.
• Marketing cookies: Used to deliver relevant advertising where applicable.

Third party cookies

We use Google Analytics to analyse website usage. Google Analytics uses cookies to collect information such as IP address, browser type, pages visited, and time spent on the site.

Google’s privacy policy is available at https://www.google.com/policies/privacy/.

Managing cookies

You can manage or disable cookies through your browser settings. Please note that disabling some cookies may affect the functionality of our website.

Policy updates

We may update this policy from time to time to reflect changes in legislation or how we operate. Please check this page periodically for updates.

Review date

This policy was last reviewed in 2025 and is reviewed at least annually or when a material change occurs.