6th August 2025

Personal Data Privacy – what we collect; how we collect and why we collect data about you

CB Heating (T/A EDF Heat Pumps) respects your privacy and values the trust you place in us when you share your personal data with us. The data we collect about you will depend on your use of this website and your relationship with CB Heating (T/A EDF Heat Pumps). To find out more about what personal data we collect, how we collect it and what we use it for, click on the relevant link below. These links take you to our Privacy Notices, which also provide details on how CB Heating (T/A EDF Heat Pumps)  is the “controller” of your data and who to contact if you have any questions as to how we handle your information:

• If you are a Customer who has procured, or is seeking to procure and air source heat pump from CB Heating (T/A EDF Heat Pumps), please click on the customer’s privacy notice tab below
• Employees of CB Heating (T/A EDF Heat Pumps)  should view the CB Heating (T/A EDF Heat Pumps) employee privacy policy
• If you are a Third Party, such as a visitor to CB Heating (T/A EDF Heat Pumps) sites or a contractor working at or with CB Heating (T/A EDF Heat Pumps) (including our embedded contractors), please view the Third Parties’ Privacy Notice.

This policy and our Privacy Notices will be changed occasionally, but if we change anything important about it (e.g. the information we collect, how we use it or why), we will highlight those changes to you.

CB Heating (T/A EDF Heat Pumps) Privacy Notice

CB Heating (T/A EDF Heat Pumps) (“we”, “us”, “our”) respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information, why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services. We regularly review this policy and will notify you of any significant changes by email or post. We encourage you to check this policy on a regular basis. If you have any questions or need any further clarity, please get in touch with our Data Protection Officer by emailing info@edfheatpump.co.uk

This policy was last updated on 6th August 2025.

Summary

We collect personal information from you, third party service providers or publicly available sources. This information often consists of things like your name, address and contact details (but can also include consumption data and metering information) and we use this information for the activities we have listed in the table below.

We are committed to keeping your personal information safe and we have technical and organisational measures in place to prevent unauthorised access or use of your information. We also require that our suppliers protect such information from unauthorised access use and disclosure.

Marketing Communications & Preferences

We will process your personal information to send you marketing communications because we have a legitimate interest in keeping you up to date with our products and services. This applies to all our past and current customers who have either opted in or have not opted out of receiving marketing communications and any other persons who have previously provided their personal information to us when expressing an interest in our products or services.

All emails containing direct marketing will have an unsubscribe option, and you can update any of your opt-in marketing preferences by phoning us on 0 0333 344 0717 or emailing marketing@edfheatpump.co.uk

Information we share

In certain circumstances, we may transfer your personal data to employees, contractors, and other third parties. Below are some examples of when your personal information is transferred to other third-party organisations.

• We may share information about you with other members of our group of companies so that we can provide the best service across our group. They are bound to keep your information in accordance with this privacy policy;
• We may also share your information with certain contractors or service providers, and they may process your personal data for us. They are always required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function.
• If we’re discussing selling or transferring part or all of our business – the information may be transferred to prospective purchasers under suitable terms as to confidentiality – or if sold, to buyers who can continue to provide services to you;
• If we’re required to by law, or under any regulatory code or practise we follow, or if we are asked by any public or regulatory authority – for example, the Police; Ofgem or Department for Energy Security and Net Zero – or bring or to defend any legal claims;
• If you are registered on our Priority Services Register, we will share your information with the relevant network operators (such as Distribution Network Operators and/or Gas Transporters) to assist them in securing a constant and safe supply of energy to your property; and/or
• Your personal data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be personal data;
• If you decide to change suppliers, we may share such information with the new supplier.

Automated decision making

We may make automated decisions on certain matters. For example, we may do this to decide whether we can provide our services to you based on our group records or a credit check. This will be informed by credit scoring where we share your information with credit reference agencies, screening on databases and confirmation of your information (including by third parties). Depending on the outcome of the credit check, a decision will be reached automatically as to whether we are able to provide products or services to you based on your credit worthiness. If this information is not provided, we cannot agree to provide a product or service for you.

Where and for how long your information will be held

We process personal information (which can be via third parties) within and outside the European Economic Area. We will make sure that the appropriate safeguards are in place prior to the transfer of personal information and in the majority of cases, we will have contractual protections in place which include standard data protection clauses.

We will keep your information for as long as it is reasonably necessary and this will depend on factors such as: the sensitivity of the information; whether you’ve still got an active account; any outstanding debt with us; if you have interacted with recent offers; to comply with our legal and regulatory obligations; resolve disputes; and enforce our agreements.

Your rights

You have certain rights in relation to your information but some of these rights will only apply in certain circumstances. They will generally not be available if there are outstanding contracts between us, if we required by law to keep the information or if the information is relevant to a legal dispute. If you would like to exercise or discuss any of these rights, please contact the Data Protection Officer.

• You can ask us to confirm if we are processing your information;
• You can ask for access to your information;
• You can ask to correct your information if it’s wrong;
• You can ask us to delete your information;
• You have a right to be forgotten and you can ask that our systems stop using your information;
• You can ask us to restrict how we use your information;
• You can ask us to help you move your information to other companies;
• You can ask us to stop using your personal information, but only in certain cases; and
• You have the right to complain to the relevant supervisory authority.