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Privacy Policy

Privacy Policy

This tells you what happens to any personal data that you give to us, or any that we may collect from or about you. It applies to all products and services, and any processes where we collect your personal data. This privacy notice applies to personal information processed by or on behalf of Forest Fuels Limited.

 

Table of Contents

Background

1 Updates to this privacy notice

2 Forest Fuels Limited

3 What personal information about you do we have?

4 Where does your personal information come from?

5 What do we use your personal data for?

5.1 Trading

5.2 Improvements

5.3 Marketing

5.4 Compliance

6 What are the legal grounds for using your personal information?

6.1 Trading necessity

6.2 Our Legitimate interest

6.3 Compliance

7 When do we share your personal information with other organisations?

8 How can you review the information we hold and advise us of changes needed?

9 How you can review, add or withdraw your consents?

10 Is your personal information transferred outside the UK?

11 How do we share your information with Credit Reference and Fraud Prevention agencies?

12 Do you have to provide your personal information to us?

13 Monitoring processes that may involve your personal information

14 Do we use automated decision making?

15 How long do we keep your personal information?

16 What are your rights under data protection laws?

17 Your right to object

18 What are your marketing preferences and what do they mean?

19 Contact Us

Updates to this privacy notice

We may change this privacy notice from time to time to reflect changes in the law or our privacy practices. You can check this privacy notice whenever you visit our website – https://www.forestfuels.co.uk/ – or via the customer portal (see below).

Forest Fuels Limited

We are Forest Fuels Limited, and our registered office is at 1, Dover Street, London W1S 4LD. You may come into contact with us through Forest Fuels or one of our trading brands, such as PelletZone or WoodPellets2U. We are a data controller of your personal data.

We are part of the AMP Group of companies owned by Aggregated Micro Power Holdings plc. This includes any entity in which AMP holds more than 50% of shares.

We have a dedicated data protection officer (“DPO”). You can contact the DPO using the details below or by writing to our head office at Okehampton Business Centre, Higher Stockley Mead, Okehampton, EX20 1FJ, or emailing hello@forestfuels.co.uk marking it for the attention of the DPO.

What personal information about you do we have?

We process limited personal information to provide our products and services to you, including:

  • Personal details, such as title and full name
  • Contact details, such as phone, mobile, email, and your job title
  • Address details for delivery of our products or services, and for invoicing
  • Your date of birth/age only for the purposes of credit checking if required
  • Your gender only as disclosed within your contact details, such as title

We do not hold any payment details such as bank accounts or credit card information, although we do record the method by which you make payments, such as BACS or credit card.

Where does your personal information come from?

Primarily, you are the source of personal information that we hold. When you advise us of changes, we ensure that our records are updated accordingly.

We may receive your contact information from agents or boiler installers as part of the contracted installation or boiler commissioning process. You will have been fully informed and will have given permission for your details to be shared with us as part of that contract process.

We do use other information sources for specific purposes:

We do receive and share information about your use of related products or services held with our AMP Group companies including boiler servicing and maintenance through Highland Wood Energy, or Energy Supply Contracts which are arranged and delivered by the combination of AMP Group, Highland Wood Energy and Forest Fuels companies. This information is used to ensure that our Group products and services are tailored specifically to your biomass boiler needs.

If you have applied for a credit account, we will have asked you to complete a credit account application form and obtained your permission to run credit checks. Any personal information which we obtain from Credit Reference Agencies and Fraud Prevention Agencies (see the sections below), including public (for example, defaults, CCJs) and shared credit history, financial situation and financial history, we retain only for the purposes of reviewing credit worthiness and recording the credit terms approved.

We may also receive information from other sources such as HMRC, DWP, debt recovery and/or tracing agents, organisations to assist in prevention and detection of crime, police and law enforcement agencies.

We may buy or rent information about you or customers generally from third parties including demographic information, boiler details, marketing lists, publicly available information and other information to help improve our products and services or our business.

What do we use your personal data for?

To expand on the notes above, we use your personal data for the following:

Trading

  • Providing quotes requested by you for the supply of products or services
  • Providing the correct products and services for your installed biomass boiler
  • Arranging the delivery of products or services that you have ordered
  • Invoicing you for products or services provided
  • Credit control activities to ensure we receive payment for invoices issued to you
  • Assessing a credit application that you have submitted, considering the credit status, and monitoring that credit status thereafter for the duration that you have a credit account
  • Updating your records for changes notified by you to us

Improvements

  • To provide personalised content and services to you, such as tailoring our products and services, our digital customer experience and offerings, and deciding which offers or promotions to show you on our digital channels
  • To develop and improve the operation of our business
  • To facilitate the sale of one or more parts of our business
  • To test the performance of our products, services and internal processes
  • To develop new products and services and to review and improve current products and services

Marketing

  • For market research and analysis and developing statistics
  • To help us to offer you relevant products and services via direct marketing communications and related profiling, including deciding whether or not to offer you certain products and services. We may communicate by SMS, email, phone, post, social media and digital channels (for example, Facebook and YouTube). Offers may relate to any of our products and services, such as biomass fuel or consultancy, or AMP Group services such as boiler servicing and Energy Supply Contracts and Biomass Boiler Buyback, or any other offers and advice we think may be of interest to you
  • To provide insight and analysis of our customers both for ourselves and for the AMP Group companies as part of providing products or services, helping us improve products or services, or to assess or improve the operating of our businesses

Compliance

  • To comply with guidance, best practice and rules set by governmental and regulatory bodies
  • To comply with AMP Group policies and to comply with Stock Exchange Listing requirements
  • For management and auditing of our business operations including accounting
  • To monitor and to keep records of our communications with you and our staff (see below)
  • To enable other AMP Group companies to perform any of the above purposes

What are the legal grounds for using your personal information?

The following legal bases allow us to use your personal data:

Trading necessity

Where the information is needed to provide you with our products or services, such as:

  • Assessing the cost and viability of providing a product or service to you, including whether or not to offer that product, the price, payment method, and terms and conditions of that supply, including credit terms where applicable
  • Managing and communicating with you about the products or services that we supply, or handling your application or enquiry about other products or services we offer, including those provided by AMP Group companies
  • Updating your records, maintaining your account, invoicing, monitoring your credit status if you have a credit account, tracing you for the purposes of recovering debt where appropriate
  • Sharing your information with business partners, such as contract hauliers, or with AMP Group companies, to enable the delivery of products or provision of services you have contracted for us to provide

Our Legitimate interest

This includes information obtained or used where it is in our legitimate interests to do so, such as:

  • Managing and developing our business operations, testing the performance of our products, services, and internal processes including accounting and audit, developing new products and services
  • Monitoring and recording the communications between our staff with you (see Monitoring section below)
  • For market research and analysis and developing statistics
  • To help us to offer you relevant products and services via direct marketing communications and related profiling, including deciding whether or not to offer you certain products and services. We may communicate by SMS, email, phone, post, social media and digital channels (for example, Facebook and YouTube). Offers may relate to any of our products and services, such as biomass fuel or consultancy, or AMP Group services such as boiler servicing and Energy Supply Contracts and Biomass Boiler Buyback, or any other offers and advice we think may be of interest to you
  • To provide insight and analysis of our customers both for ourselves and for the AMP Group companies as part of providing products or services, helping us improve products or services, or to assess or improve the operating of our businesses

Compliance

To comply with our legal obligations.

Some requirements are set by legal guidelines and information must be retained to comply with those demands, such as:

  • Regulations set by HMRC, legislation such as the Companies Acts, or through Stock Exchange requirements on the AMP Group and all subsidiaries, including us, which may be audited by accountants or subject to Government enquiry or inspection
  • Guidance, Best Practice, and Regulations from Government and accreditation bodies, industry councils, and quality assurance schemes
  • Requirements from insurers relating to specific events or risks to meet policy conditions

Under the General Data Protection Regulations specifically, other information may be used with your consent for purposes such as:

  • For some direct marketing communications
  • For some of our profiling and data review activities
  • For sharing with other organisations for possible future opportunities

When do we share your personal information with other organisations?

We may share information for the purposes above with the following third parties:

With our AMP Group companies including AMP, Highland Wood Energy, and Forest Fuels companies. This information is used to ensure that our Group products and services are tailored specifically to your biomass boiler needs.

Business partners (for example, contract hauliers) who are a part of delivering your products and providing services, or operating our business (for example, insurers).

Governmental and regulatory bodies such as HMRC, and the Information Commissioner’s Office.

Other organisations and businesses who provide services to us such as debt recovery agencies, back up and server hosting providers, IT software and maintenance providers, document storage providers and suppliers of other back office functions.

Credit Reference and Fraud Prevention Agencies (see below).

Market research organisations and marketing companies who help us to develop and improve our products and services.

How can you review the information we hold and advise us of changes needed?

We are developing our Customer Portal to enable you to see the information that we hold. From a secure web login, you are able to notify us of changes required and you can see your account and recent order history.

If you do not yet have a secure login, please contact your customer account manager, or phone the customer services team on 01409 281977, or email using hello@forestfuels.co.uk to get started.

How you can review, add or withdraw your consents?

In the compliance section above we mentioned consent. This refers to information that we would like to use for specific purposes, but we rely upon your consent to do so.

The current consents that we have will be available for you to view through the Customer Portal. You can withdraw or add your consents to specific activities at any time through the portal. (See the section above for contact details.)

Is your personal information transferred outside the UK?

We are based in the UK and have no interests outside the European Economic Area. Your information is therefore not transferred beyond the UK.

Should this change in the future, we’ll make sure that suitable safeguards are in place, for example by using approved contractual agreements, unless certain exceptions apply.

How do we share your information with Credit Reference and Fraud Prevention agencies?

If you have applied for a credit account, to process your application we will run credit and identity checks on you with Credit Reference and Fraud Prevention Agencies. To do this we’ll supply your personal information to the agency and they will give us information about you. This will include information from your credit application. The agencies will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information.

We’ll use this information to:

  • Assess your creditworthiness and whether you can afford to take the product
  • Verify the accuracy of the data you have provided to us
  • Prevent criminal activity, fraud and money laundering
  • Manage your account(s)
  • Assess payment methods available to you
  • Trace and recover debts
  • Make sure any offers provided to you are appropriate to your circumstances

We’ll continue to exchange information about you with those agencies while you have a relationship with us. If you borrow and don’t repay in full and on time, agencies may record the outstanding debt. This information may be given to other organisations by those agencies. When agencies receive a search from us they will place a search footprint on your credit file that may be seen by other lenders.

If you’re making a joint application or tell us that you have a spouse or financial associate, we’ll link your records together, so you should make sure you discuss this with them, and share with them this information, before lodging the application. Agencies will also link your records together and these links will remain on your and their files until such time as you or your partner successfully files for a disassociation with the agencies to break that link.

Do you have to provide your personal information to us?

We may be unable to provide services or deliver products to you if certain information is not provided to us. We will let you know if some information we request is optional.

Monitoring processes that may involve your personal information

We may monitor where permitted by law and we’ll do this where the law requires it, or to comply with regulatory rules, to prevent or detect crime, in the interests of protecting the security of our communications systems and procedures and for quality control and staff training purposes. This information may be shared for the purposes described in the sections above.

In this section monitoring means any: listening to, recording of, viewing of, intercepting of, or taking and keeping records (as the case may be) of calls, email, text messages, social media messages, in person (face to face) meetings, website responses, and other communications.

Do we use automated decision making?

We currently do not use technology that makes automated decisions. However, with technological advancements there may come processes that determine whether to offer you a product or service, price, credit terms and conditions, or payment methods available using automated decision making. If we do this we will advise you where it is involved, with relevant contracts, legal authorisation, or seek your explicit consent if that is required.

How long do we keep your personal information?

In principle we will keep your personal information:

  • For as long as we have reasonable business needs, such as managing our relationship with you and managing our operations;
  • For as long as we provide goods or services to you and then for as long as someone could bring a claim against us;
  • Retention periods to comply with legal and regulatory requirements or guidance.

What are your rights under data protection laws?

All individuals have the following rights under the General Data protection Regulations. They don’t apply in all circumstances. If you wish to use any of them, we’ll explain at that time if they are engaged or not.

  • The right of data portability
  • The right to be informed about the processing of your personal information
  • The right to have your personal information corrected if it is inaccurate and to have incomplete personal information completed
  • The right to object to processing of your personal information
  • The right to restrict processing of your personal information
  • The right to have your personal information erased (the “right to be forgotten”)
  • The right to request access to your personal information and to obtain information about how we process it
  • The right to move, copy or transfer your personal information (“data portability”)
  • Rights in relation to automated decision making which has a legal effect or otherwise significantly affects you

We endeavour at all times to respect and to comply with these rights except where there are legal bases or compliance requirements to retain information contrary to those rights. In such cases we will advise you of the circumstances which prevent us meeting your request and the specific reasons.

You have the right to complain to the Information Commissioner’s Office which enforces data protection laws: https://ico.org.uk/. You can contact us using the details below.

Your right to object

You have the right to object to certain purposes for processing, in particular to data processed for direct marketing purposes and to data processed for reasons based on our legitimate interests.

To exercise your right to object, please contact our team by email (as we will require a written objection to start the process) using hello@forestfuels.co.uk and use the reference “Privacy Objection”.

What are your marketing preferences and what do they mean?

We may use your home address, phone numbers, email address and social media or digital channels (for example, Facebook, Google and message facilities in other platforms) to contact you according to your marketing preferences.

Your marketing preferences can be viewed and changed using the Customer Portal (as mentioned above). Alternatively, you can stop our marketing at any time by following the unsubscribe instructions in the communication.

Contact Us

If you have any questions about this privacy notice, or if you wish to exercise your rights or contact the DPO, you can contact us by emailing hello@forestfuels.co.uk marking it for the attention of the DPO. Alternatively, you can write to our head office at Okehampton Business Centre, Higher Stockley Mead, Okehampton, EX20 1FJ, marking it for the attention of the DPO.