What we do with your information
Information that you share with us is used to resolve your complaint to the best of our ability. This means passing on any relevant information to the energy supplier involved in order to secure an appropriate outcome on your case. For example informing the energy supplier if there are young children in your household in order to prevent an energy supply being disconnected.
Complaints received by the Extra Help Unit are used to monitor the performance of energy companies and to identify trends. We also use the information to raise issues with the industry regulator Ofgem. The Extra Help Unit may share complaint themes with the regulator but not your personal details.
How long we keep your information
All information about you will be held for 3 years after your case has been closed. After this time all attachments, text notes and your name and address will be deleted. If your case is reopened within the initial 2 years, then the timer resets. If there is a significant reason for your case not to be deleted, then it is possible to mark your case to ensure that it is not deleted. We would discuss this with you at the time in such circumstances.