At Smart Energy, we value your privacy, and take it seriously.

Our privacy promise to you comprises how we treat your information and put you in control of what happens to it. It’s based around four main areas of protection, security, technology, accountability and trust:


If we ask for your information, we will:

  • Ensure you know why we need it;
  • Simply ask for what we need;
  • Store your information securely;
  • let you know if - and importantly why - we share it with others;
  • Just keep it for as long as we need to;
  • not make it available for any commercial or third-party marketing purposes without first seeking your permission.


We respect and maintain your right to make informed decisions about your information. Fair processing of information means exactly that:  you have control over how your information is used. You can find out more about how we can help you to do this below.


We will only use your information to help give you the best outcome from solar. This means to improve services for you, communicate with you, and to fulfil our legal obligations as a solar provider. 

In return, we ask you to give us accurate information and tell us if there are any changes such as a new address. This helps us keep your information reliable and up-to-date.



We understand that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy and trust of all of our Smart Energy customers. As per Parts 5 and 6, below, we do not collect personal data about you unless it will be collected and used as permitted by law.

Please read this Privacy Policy carefully and ensure that you understand it. 

Policy Details

  1. Definitions and Interpretation

In this Policy the following terms shall have the following meanings:

“Account” – If applicable, means an account required to access and/or use certain areas and features of Our Site;

“Cookie” – Means a small text file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site. Details of the Cookies used by Our Site are set out in Part 14, below; and

“Cookie Law” – means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003;]

  1. Information About Us

Our Site is owned and operated by:

Smart Energy Solar Limited (UK)

Company number 12074286

Email address: [email protected]

Telephone number: +44 23 9388 0348

  1. What Does This Policy Cover?

This Privacy Policy applies only to our collection of personal information from you to conduct services for you, alongside the use of our website. 

  1. What is Personal Data?

Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

  1. What Are My Rights?

If we hold information about you, you have the right to:

  • be informed about the data information we hold about you
  • access the information we hold about you
  • have your personal information corrected if it is incomplete or inaccurate,
  • ask us to restrict how we process your information
  • object to certain ways we use your information
  • in some circumstances, you may have a right to object to Ofgem processing your information.

To see the full suite of new consumer rights available to you under GDPR, please refer to the ICO website.

You can find out if we hold any personal information about you by making a ‘subject access request’ (SAR) under the General Data Protection Regulation. If we do hold information about you we will:

  • give you a description of it
  • tell you why we are holding it
  • tell you who it could be disclosed to
  • let you have a copy of the information in an intelligible form.

You can also get information about:

  • agreements we have with other organisations for sharing information
  • circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics
  • our instructions to staff on how to collect, use and delete personal data
  • how we check that the information we hold is accurate and up to date.

In a nutshell, under the GDPR, you have the following rights, which we will always work to uphold:

  1. a) The right to be informed about our collection and use of your personal data. This Privacy Policy should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details above.
  2. b) The right to access the personal data we hold about you. Part 13 will tell you how to do this.
  3. c) The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details above to find out more.
  4. d) The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we have. Please contact us using the details above.
  5. e) The right to restrict (i.e. prevent) the processing of your personal data.
  6. f) The right to object to us using your personal data for a particular purpose or purposes.
  7. g) The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.
  8. h) Rights relating to automated decision-making and profiling. We do not use your personal data in this way.

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details below.

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

  1. What Personal Data Do We Collect?

Subject to the following we do not collect any personal information from you without your knowledge. If you send us an email or complete our online contact form or complete a form from one of our specialists, we may collect your name, your email address and any other information which you choose to give us. This also applies if you visit our premises and complete any orders with personally identifiable data, the information on which we would use to complete the order and may be kept for guarantee purposes.

This includes Information that you actively submit

In addition to the information that is automatically collected, we also process data that the users have actively given to us.

Examples of data that the users actively submit:

  • e-mail, phone number, address, date of birth, payment information etc.

This may also be information that you share with us via social media, through participation in a competition, or in relation to signing up for receiving one of our newsletters. Moreover, it could be information that is submitted to us through enquiries with our customer service specialists.

We collect and store your personal information for specific purposes

We collect and store your personal information related to specific purposes or other legal business-related purposes. This is a non-exhaustive list and happens when we need to: 

  • Adjust the contents of the digital solutions;
  • Confirm your identity during communication with online orders, i.e. basket functionality, payment, communication etc.
  • Have an archive of the registered products and associated personal information
  • Possibly participate in digital customer surveys, competitions, lotteries, etc
  • With your specific consent, be able to contact you via the contact information that you have submitted, for marketing, sales, commercial and analyses purposes. 

Please also see Part 14 on our use of Cookies and similar technologies and our Cookie Policy.

  1. How Do You Use My Personal Data?

Under the GDPR, we must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. Your personal data may be used for any of the following purposes:

  • Providing and managing your Account;
  • If applicable, Providing and managing your access to Our Site;
  • Personalising and tailoring your experience on Our Site;
  • Supplying our products AND/OR services to you. Your personal details are required in order for us to enter into a contract with you.
  • Personalising and tailoring our products AND/OR services for you.
  • Communicating with you. This may include responding to emails or calls from you.
  • Supplying you with information by email AND/OR post that you have opted-in to (you may unsubscribe or opt-out at any time by contacting us using the details above.
  • Analysing your use of Our Site and gathering feedback to enable us to continually improve Our Site and your user experience.

With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email AND/OR telephone AND/OR text message AND/OR post with information, news, and offers on our products AND/OR services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.

Third Parties whose content may appear on Our Site may use third-party Cookies, as detailed below in Part 14. Please refer to Part 14 for more information on controlling cookies. Please note that we do not control the activities of such third parties, nor the data that they collect and use themselves, and we advise you to check the privacy policies of any such third parties.

We do not use any automated systems for carrying out any kind of profiling or decision-making.

  1. How Long Will You Keep My Personal Data?

We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected.

There is no fixed time if you are a customer i.e. you have purchased our goods or services. We may keep your data for reasons of guarantee or to contact you in the future if you have opted in to marketing emails from us about our goods and services. You can opt-out yourself at any time by contacting us on the above details.

If you have made an enquiry via our contact form and have indicated that you are happy to receive marketing emails from us about our goods and services, there is no fixed time period. You can opt-out yourself at any time by contacting us on the above details.

If you have made an enquiry by any means but have not provided express permission for us to send you marketing emails about our goods and services in the future, we will only retain your data if the reason for the enquiry dictates that it is reasonable to do so. Once it becomes unreasonable to do so, we will delete your details. You can opt-out yourself at any time by contacting us on the above details.

  1. How and Where Do You Store or Transfer My Personal Data?

We will only store or transfer your personal data in the UK. This means that it will be fully protected under the GDPR. The security of your personal data is essential to us and to protect your data, we take a number of important measures, including the following:

  • Personal data is kept securely either physically in a locked area and/or password protected on our systems.
  • If there is ever any need for transmission of your personal data over digital means, we ensure this is done securely.
  • Only certain authorised personnel ever have access to this data.
  1. Do You Share My Personal Data?

We will not share any of your personal data with any third parties for any purposes, subject to one important exception.

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

If for any legal reason any personal data is ever transferred outside of the EEA, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the GDPR, as explained above in Part 9. If any of your personal data is required by a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 9.


  1. How Can I Control My Personal Data?

In addition to your rights under the GDPR, set out in Part 5, when you submit personal data via Our Site, you may be given options to restrict our use of your personal data. In particular, we aim to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us which you may do by unsubscribing using the links provided in our marketing emails OR at the initial point of providing your details by not giving your permission for marketing emails on the contact form.

You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you from receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receive.

  1. How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

All subject access requests should be made in writing and sent to the email or postal addresses shown above. There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request normally within 14 days and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

  1. How Do You Use Cookies?

Our Site may place and access certain first-party Cookies on your computer or device. First-party Cookies are those placed directly by and are used only by us to facilitate and improve your experience of Our Site and to provide and improve our products and/or services. We have carefully chosen these Cookies and have taken steps to ensure that your privacy and personal data is protected and respected at all times.

By using Our Site, you may also receive certain third-party Cookies on your computer or device. Third-party Cookies are those placed by websites, services, and/or parties other than us. Third-party Cookies are used on Our Site for collecting usage data (E.g. Google Analytics). These Cookies are not integral to the functioning of Our Site and your use and experience of Our Site will not be impaired by refusing consent to them.

All Cookies used by and on Our Site are used in accordance with current Cookie Law.

Before Cookies are placed on your computer or device, you will be shown a pop-up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies.

Certain features of Our Site may depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed below, but please be aware that Our Site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.

Our Site uses analytics services provided by Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling us to better understand how Our Site is used. This, in turn, enables us to improve Our Site and the products and/or services offered through it.

The analytics service used by Our Site uses Cookies to gather the required information. You do not have to allow us to use these Cookies, however, whilst our use of them does not pose any risk to your privacy or your safe use of Our site, it does enable us to continually improve Our Site, making it a better and more useful experience for you.

In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all Cookies or only third-party Cookies. By default, most internet browsers accept Cookies, but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.

You can choose to delete Cookies on your computer or device at any time, however, you may lose any information that enables you to access Our Site more quickly and efficiently including, but not limited to, login and personalisation settings.

It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.

This website uses cookies. We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. You consent to our cookies if you continue to use our website.

Cookies are small text files that can be used by websites to make a user’s experience more efficient.

The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission.

This site uses different types of cookies. Some cookies are placed by third-party services that appear on our pages.

You can at any time change or withdraw your consent from the Cookie Declaration on our website.

Learn more about who we are, how you can contact us and how we process personal data in our Privacy Policy.

Your consent applies to the following domains:

This website uses cookies. We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. You consent to our cookies if you continue to use our website.

Cookies are small text files that can be used by websites to make a user's experience more efficient.

The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies, we need your permission.

This site uses different types of cookies. Some cookies are placed by third-party services that appear on our pages.

You can at any time change or withdraw your consent from the Cookie Declaration on our website.

Please state your consent ID and date when you contact us regarding your consent.

Your consent applies to the following

Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.

  1. Changes to this Privacy Policy and access to information

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be immediately posted on Our Site and you will be deemed to have accepted the terms of the Privacy Policy on your first use of Our Site following the alterations. We recommend that you check this page regularly to keep up-to-date.

Alternatively, if you would like to access your information, please email [email protected] or call +44 23 9388 0348


At Smart Energy Solar Ltd, we believe that if a customer wishes to file a complaint or express  dissatisfaction, it should be easy for them to do so. It is Smart Energy Solar procedure to  receive complaints and consider them as an opportunity to learn, adapt, improve and  provide a better service. 

In addition, a quick resolution of a complaint, in a way that respects and values the person’s  feedback, can be one of the most important factors in recovering the persons confidence in  our products and services. It can also help prevent further escalation of the complaint. A  responsive, efficient, and fair complaint management procedure can assist us to achieve this  on each complaint. 

The purpose of this procedure is to ensure that complaints are dealt with consistently and  properly and that all comments and complaints are taken seriously. This organisation  expects staff at all levels to be committed to fair, effective and efficient complaint handling. 


Smart Energy Solar Ltd will ensure that:  

Our customers have a right to…  

  • be treated fairly and sensitively;  
  • be kept informed about what is happening with their complaint;  
  • and be advised of the service standards they should expect;  
  • the timescale for acknowledging and responding to a complaint; and any right of  appeal.  

Our employees will…  

be sensitive to the particular needs of customers;  

treat complaints as confidential, where possible;  

be accessible and clearly identified.  

Our procedure will…  

  • be open, easily accessible and widely promoted to all our customers and those who  represent them 
  • be easy to understand and use by all customers and employees;  
  • set out how to complain and how a complaint should be handled


A complaint is an expression of dissatisfaction about our products, services, our staff, our actions or lack of actions taken regarding operations, facilities, advertising and marketing information and any body or company acting on our behalf. 

A formal complaint means a complaint that has not been successfully resolved through our complaint management systems outlined in this procedure. The complainant has chosen to formalise the complaint by completing our complaint form, or by writing to us. 

An informal complaint means a complaint that has been received by us, by phone, email,  postal mail or in person, which has not been submitted on our complaint form. 


Smart Energy Solar Ltd is authorised and regulated by the Financial Conduct Authority (FCA). As a regulated firm we will have to report to the FCA annually. We will need to report on all complaints received in relation to credit-related regulated activities only. 

All customer complaints are recorded on our complaints log, we will record on the log file the customer has paid for the goods using the lenders finance product. We can then easily recognise those customers who must be provided with information about the Financial  Ombudsman services. 


To process a complaint, Smart Energy Solar will hold personal data about the complainant.  This includes data the complainant provides us and information that other people provide,  about the complaint, in response to our enquiries.  

Smart Energy Solar will hold this data securely and only use it to help process the complaint.  The identity of the person making the complaint will only be made known to those who need to consider the complaint and will not be revealed to any other person or be made public by us. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies, or allegations are made which involve the conduct of any third parties, for example, delivery of the goods from a manufacturer. Under the Freedom of Information Act 2000, customers have a right to obtain a copy of their personal data. However, there are exceptions to this right. We normally destroy our complaint files six years after the complaint has been closed. We will maintain records for finance customers for a maximum of 10-years.


Any complaint verbal or written, including electronically, will be referred to our complaint’s manager at the earliest opportunity or to a member of the management if the complaints contact is unavailable. We will also: 

  • Record details on the firm’s complaints management system immediately • We will not delay your complaint by asking you to write to us about your complaint • We will acknowledge the complaint in writing promptly 
  • We will make contact to seek clarification on any points where necessary • Fully investigate the complaint 
  • Keep you informed of our progress 
  • Discuss with you our findings and proposed response 
  • Provide clear deadlines to respond 
  • Provide the customer with a Final Response 

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks. 

Customers may express dissatisfaction to us about our products, services, staff or advertising. We will need to establish if the complaint relates to the information given, the firm or the service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints contact will review this matter and take the complaint  to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes. 


We will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction: 

  • Deal with complaints promptly and fairly 
  • Give complainants clear replies and, where appropriate, fair redress • We may take up to 8-weeks to provide a response 

We will: 

  • Document and report the complaint
  • Provide written information to the customer on the progress of their complaint
  • Determine if we need to attend the customers property where the goods have  been installed 
  • Arrange an appointment to survey the property 
  • Interview staff/installers 
  • Gather evidence including photographs 
  • Review and evaluate the information collated 
  • Take any necessary action 
  • Document your conclusions 
  • Follow-up


It is the firm’s procedure to treat all complainants the same, however, eligible complainants,  customers that have purchased goods and services using a lenders finance, are legally defined and have additional rights in law that we must acknowledge and adhere to. 


  • Made by, or on behalf of an eligible complainant
  • Relating to regulated activity. 
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss,  material distress or material inconvenience. 


This will set out clearly our decision and the reasons for it. If any compensation is offered a  clear method of calculation will be shown. 

The firm must include details of the Financial Ombudsman Service in the final response if  dealing with an eligible complainant and a regulated activity, we will: 

▪ Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost ▪ Indicate whether or not we consent to waive the relevant time limits. 


Complaints that can be settled to the customer’s satisfaction within three business days can be recorded and communicated differently. 

Where we consider a complaint to be resolved to the customer’s satisfaction under this  section, the firm will promptly send a ‘Summary Resolution Communication’, being a written  communication from them which:  

(1) refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction. 

(2) The firm will tell the customer that if they subsequently decide that they are  dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the  complaint to the Financial Ombudsman Service; 

(3) Provide the website address of the Financial Ombudsman Service; and (4) Refer to the availability of further information on the website of the Financial Ombudsman Service. 

In addition to sending you a Summary Resolution Communication, the firm may also use  other methods to communicate the information where: 

(1) We consider that doing so may better meet the customer’s needs; or (2) They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages.


DISP 1.7 Complaints forwarding rules - FCA Handbook 

The FCA has specific rules about informing our customers if we believe that their complaint may be solely or jointly the responsibility of another firm, person, body or regulator. As a  business we must ensure we document this on the customers file and provide the customer with written communication of this. This may be done via post, or email. There may be some circumstances, where the customer has communicated their preferred method of communication, that we communicate in the customers preferred method. 

We will communicate this as soon as possible and explain the reasons for our decision in a  clear and concise way. 

A respondent (the firm) that has reasonable grounds to be satisfied that another respondent  may be solely or jointly responsible for the matter alleged in 

a complaint may forward the complaint, or the relevant part of it, in writing to that other  respondent, provided it: (1) does so promptly; (2) 

  1. does so promptly; 
  2. informs the complainant (customer) promptly in a final response of why the complaint has been forwarded by it to the other respondent, and of the other respondent's contact details; and 
  3. where jointly responsible for the fault alleged in the complaint, it complies with its own obligations under this chapter in respect of that part of the complaint it has not forwarded 

As a firm we may receive a Complaint via Complaint forwarding. On receiving a  forwarded complaint, the standard time limits will apply from the date on which the respondent receives the forwarded complaint. 


We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service. 

Our final response must include: 

(a) if we accept the complaint and, where appropriate, offers redress or remedial action; or 

(b) offers redress or remedial action without accepting the complaint or (c) rejects the complaint and we will give our reasons for doing so; 

and which: we will provide our customers with a copy of the Financial Ombudsman Service standard explanatory leaflet and the contact details including full postal address, phone number, email and a link to their online complaint form. 

If you remain dissatisfied, you may refer your complaint to the Financial Ombudsman Service.


We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to  pay promptly any fees levied by the Ombudsman.  


You have the right to refer your complaint to the Financial Ombudsman Service, free of  charge – but you must do so within six months of the date of our final response letter.  If you do not refer your complaint in time, the Ombudsman will not have our permission to  consider your complaint and so will only be able to do so in very limited circumstances. For  example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

The Ombudsman might not be able to consider your complaint if: 

  • what you’re complaining about happened more than six years ago, and • you’re complaining more than three years after you realised (or should have realised) that there was a problem.

We think that your complaint was made outside of these time limits, but this is a matter for the  Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission  to consider your complaint and so will only be able to do so in very limited circumstances  


The Financial Ombudsman Service, Exchange Tower, London E14 9SR 

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123  (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad) 

Email: [email protected] 


You can make a complaint through one of the Financial Ombudsman Services online forms, and find out more about the information you’ll need to have to hand  before you start filling the form in. 

Make a complaint online (


Yours truly,


Smart Energy (UK)


Date : November 2022