Flogas Britain’s Customer Privacy Policy

Flogas Britain Limited (Flogas Britain) is a DCC plc company. We started in 1984, providing Liquid Petroleum Gas (LPG) to houses and businesses in Britain that are ‘off-grid’ or ‘difficult to serve’. The team at Flogas Britain is evolving our products and services to help support customers through the energy transition—now, we can offer a full range of new and bio-energies.

Why We Have This Policy?

This policy explains how we collect, use, and protect your personal information at Flogas Britain as we work hard to ensure we do energy right by you.

Our top priority is the safety of everyone who engages with our products and services. Our second priority is ensuring you receive seamless and secure service. We must gather and manage certain information about you to achieve the safety and service we expect.

Questions About This Policy?

If you have questions, our Data Administrator is here to help. They can be contacted at:

Data Protection,
Flogas Britain
Rayns Way, Watermead Business Park,
Syston, Leicester, LE7 1PF

Email: [email protected]
Phone: 0800 574 574

What Information We Collect?

To work effectively and provide a service to you, we may gather the following information:

• Name
• Contact details (like your email address)
• Personal information (like your date of birth)
• Electronic identifiers (like IP addresses)
• Health data, where you disclose it to us as part of our cold weather priority (CWP) scheme
• Delivery details such as postcode and GPS location.
• Payment information to process payments.
• Demographic info (like your preferences and interests)
• Other relevant details (for customer offers and surveys)
• CCTV footage if you visit our sites (you’ll see signs where CCTV is in use)

Sometimes, we get your information from third parties, like data profiling companies or public sources (e.g., the electoral roll). Where we do so, we will always check that appropriate permissions are in place to utilise this data.

How We Use Your Information?

We collect information to understand your needs and provide better service. Here’s how we use it:

Account Management: We maintain accurate records, including your name, address, phone number, date of birth, title, email, username, and encrypted password. This helps us verify your identity and manage your account efficiently.

Service Provision: Your information helps us deliver our products and services effectively.

CWP Scheme: If you’re part of our Cold Weather Priority scheme, we keep a record of the data you share with us. This data may be sensitive, and we will take extra care to protect it. However, with your permission and for your safety, we may share it with the local authority and fire service for safety assessments and support.

Quality and Compliance: We might monitor and store calls or emails for training, audits, and compliance purposes.

Service Improvement: Your data and feedback allow us to enhance our product and service offerings continuously.

Communication: We may contact you via email, SMS, phone, or mail to manage your account, process orders, and handle payments.

Website Customisation: We tailor our site to reflect your interests and provide a personalised experience.

Marketing and Promotions: As a current or potential customer, with your permission, we might inform you about new products, special offers, and other exciting updates. (You can opt-out anytime.) Occasionally, we may use your personal data to help refine our marketing and promotional materials to better suit your needs.

Market Research: Your opinions help us refine our services to suit your needs better.

Payment Information: We manage direct debits and ensure your payment data is secure and complies with PCI standards. This process might involve sharing your information with credit reference agencies, which won’t affect your credit score.

Information Sharing

To ensure smooth service delivery, we may share your information with third parties in these scenarios:

Service Delivery: We work with companies providing specialist services like installations, meter readings, mailings, engineering, IT support, and customer contact services.

Data Profiling: Partner companies help us understand trends and customer preferences.

CWP Scheme: Under our cold weather priority service, we may share your health-related information with the fire service for safety checks with your consent.

Brokers: We may share relevant details with brokers to validate any quotation they provide, only in response to your enquiry.

Legal Obligations: We comply with UK laws and may share information when legally required, including potential criminal acts or security threats.

Safety Process: All health, safety, security, or environmental incidents are reported via Cority. Details are available at the link to Cority’s privacy policy.

Group Sharing: To ensure that you always receive up-to-date information on the best products and services we can offer, we may share your personal data with any member of our group (which means our subsidiaries, our ultimate holding company, and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006). A current list of relevant group companies can be found here.

We will always protect and, where possible, encrypt your data and ensure any third parties we work with use your data only for the intended purposes, protecting it as safely as we do.

Access To Your Data

You have the right to see the personal information we hold about you. To make a Subject Access Request, write to us at:

Data Protection,
Flogas Britain
Rayns Way, Watermead Business Park,
Syston, Leicester, LE7 1PF

Email: [email protected]
Phone: 0800 574 574

Data Retention

We retain your information based on its relevance and legal requirements:

Marketing Information:	Retained for two years from your last order or engagement.
Domestic Customers:	Account information is kept for seven years to comply with tax and contract requirements.
Commercial Customers:	Information relating to typical contract renewals may be retained longer.
Website usage data:	We retain data for 26 months to help us understand trends and improve our site.
CCTV footage:	We retain this for our facilities’ safety and security as applicable.

Data Consent

You can withdraw your data consent options at any time. To do so, you can contact us by any method, including e-mail or telephone. The contact details are listed above under ‘access to your data.’

Correcting Your Data

If you believe any information we hold needs to be corrected, updated, or completed, please write, email, or call us. After verifying your identity, we will promptly correct any inaccuracies.

Erasure

You can request that we delete your data anytime, though we may retain some account information for legal requirements or account resolution.

It’s important to understand that your right to access /amend/delete the personal information we hold about you is not absolute, and there are some exceptions. For example:

•     If the information is kept for preventing, detecting, or investigating crimes.
•     If someone in confidence provided the data.

If you’d like your personal information removed from our system or transferred to another service provider, we can provide it to you or, in some cases, transfer it directly.

To exercise these rights, contact our Data Administrator. We’ll respond within one month and explain any applicable exceptions.

Managing Your Data

You have control over how your personal information is collected and used. Here’s how you can manage it:

OPT IN: When filling in forms on our website or elsewhere, do not tick any boxes asking permission to use your personal information for specific purposes, such as marketing.

To opt out of marketing, click “unsubscribe” from our emails or contact us at [email protected]

OPT-OUT: untick the relevant box if you don’t want to receive communications.

Legitimate Basis

As an active customer, we may send you marketing material by post or phone, as we believe we have a legitimate interest in doing so without infringing on your privacy.

However, you have the right to object to this at any time.

Our assurance to you.

We will never sell your personal information to third parties. However, we may share information with third parties for processing purposes, as explained in our section on ‘What we do with the information we gather.’

Employee Data Usage

If you are a current or former employee, worker, or contractor, a separate privacy policy applies to your personal data. You can obtain this policy from our company intranet or by contacting our HR team at [email protected].

Enhancing Your Digital Experience

We collect data like your IP address, browser, device type, and referring webpage to improve your online interactions using Cookies (small pieces of code). Our typical cookie usage falls into three areas: 

Preferences:	Cookies allow us to remember your preferences for easier access.
Experience:	Cookies help us make your online experience better.
Usage Monitoring:	Cookies help us understand which pages are helpful to you.

The Cookies We Use

Cookies are used by the software we have embedded on our website. Here is a list of the cookies we use and why we use them

Cookie	Action	Purpose	Retention
Google Analytics	Cookies collect non-personally identifiable information like browser types and operating systems.	This helps us improve our website and services. We use them to understand: Visitor numbers to our websites. Popular pages and sections. Time spent on our site. What information visitors are looking for	14 Months
Hotjar	Tracks user behaviour such as clicks, scrolling, and time spent on specific pages through anonymised heatmaps.	It helps us understand how users interact with our website, allowing us to identify areas for improvement. This insight ensures we deliver a better experience and optimised content based on visitors’ navigation. This includes: Behaviour Tracking – analyse user interactions on the siteHeat maps – visualise clicks, moves and scrollsFeedback – Collect user survey and poll responsesConversion Analysis – identify drop-off points in the user journey.	365 Days
HubSpot	Collects data on user interactions, such as form submissions and page views, and links it to user profiles.	Enables us to personalise communication and automate marketing efforts. We use these cookies to monitor leads, track conversions, and provide tailored content that meets visitor needs and preferences.	13 Months
HighSpot	Records engagement metrics on content shared via email or the web, such as view counts, time spent, and feedback.	Helps us gauge the effectiveness of our sales and marketing content. This data enables us to optimise resources, ensuring that relevant materials are used to support better customer engagement and communication.	12 Months
Facebook Pixels	Tracks user interactions on our website and links them to Facebook profiles for targeted advertising.	Allows us to deliver relevant adverts on Facebook based on visitors’ activity on our site. We use this information to measure ad performance, build custom audiences, and ensure users see content aligned to their interests.	Unspecified
Trustpilot	Collects information about user interactions with review widgets and trust badges displayed on the website.	Used to gather feedback on customer experience and display customer reviews, helping us to build trust and improve the quality of our products and services.	Varies (Users control)
YouTube	Tracks viewing behaviours and engagement on embedded videos.	Provides insights on video interactions, helping us optimise video content based on user preferences and ensure a more engaging on-site experience.	18 Months

Security

The security of your data is paramount. We protect it with physical, electronic, and managerial measures. Only authorised employees and checked agents (who have committed to processing your data in accordance with legal requirements) can access your data for specified purposes.

Account Security

When you contact us, we might ask for certain information to verify your identity and manage your account efficiently.

We may use your data for identity verification to prevent fraud—we will never ask for your full password. These checks may involve disclosing your information to credit reference agencies, who may keep a record of that information. This is not a credit check; your credit rating will be unaffected.

Help us to keep your private account information safe:

• Do not use the same password for all your accounts
• Ensure the password is kept secure in a secure password-keeper app
• Watch out for Phishing fraudulent emails.

Genuine Flogas emails will:

• Always include part of your account number in communications,
• Never link to a payment portal from an email.
• We will never ask for your password.

We will do all we can to help you recognise genuine emails from Flogas. If you are not sure if an email is legitimate, please email [email protected]

Data Transfers

On rare occasions, some software will process your data outside the EU; when this happens, we ensure that it complies with EU-equivalent data protection standards through legal agreements.

When your data may be transferred outside the UK and EEA. We ensure protection through the following:

• Adequate protection levels as deemed by the European Commission.
• Specific contracts ensuring data protection standards.
• Privacy Shield frameworks for US-based providers.

Data Breaches

We strive to protect your privacy and keep you informed of any significant changes. In case of a data breach with high risk to your personal data, we’ll the Information Commissioner’s Office (ICO) and, where appropriate, you promptly, including:

• Breach description.
• Likely consequences.
• Measures taken or proposed.
• How you can mitigate the effects of breaches.

Legal Basis for Processing

We process your data based on the following:

• Contract: For internal record-keeping, training, and account management.
• Legitimate Interests: To improve services for specific marketing activities, health, safety, public interest, or security purposes.
• Consent: For electronic marketing, market research, and CWP scheme enrolment.
• Legal Obligation: To comply with requests from authorities to comply with a legal obligation.

We Are Listening

We always welcome comments and suggestions for improving our products and services. By providing feedback, you agree that all rights to the content, including ownership and usage rights, are automatically transferred to us (Flogas Britain Limited). This means we have full legal ownership and may use your suggestions without any obligation to you.

And Finally

Please keep an eye on this page for updates. Our policy evolves to meet new standards and technologies.

• This version is effective from October 2024.
• This policy replaces all previous versions.