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Privacy Policy

Our priority at High Flame Gas Solutions is keeping your data secure and treating it with respect. We aim to handle your data fairly and lawfully at all times. We’re also committed to being transparent about what we do. This statement explains how we collect, use, transfer and store your personal data. We know that there’s a lot of information here, but it’s important that you understand your rights as a customer. We’ve tried to make it as easy as possible to navigate. It’s likely that we’ll update this notice from time to time in order to reflect changes in the law and/or to our privacy practices, our website will always show the most up to date version. General

1. Who are we?

When we refer to HFGS or the Company this means High Flame Gas Solutions, who’s registered office is

27 Woodpecker Way



NN14 4RZ

HFGS is the ‘Data Controller’ for your personal data. This means we have legal responsibility for how we collect and handle your data. The General Data Protection Regulation (GDPR) has revised provisions of the DPA 1998, as such our privacy policy has been amended accordingly. The GDPR is enforceable from 25th May 2018.

As our products and services may be provided to you by different companies or contracts who we have commercial arrangements with, it may be that your personal information i passed to the relevant company or companies

2. Contacting us You can contact us via our Contact Us section of this website.

Who does this statement apply to?

Customers and prospective customers Individuals, sole traders, partnerships and companies

(to the extent that the relevant company provides us with any personal data – for example employee names and email addresses

People we wish to promote products and services to

  • People who contact us on social media
  • People who visit our website
  • Peoplewho have responsibility for maning, or being a point of contact for another persons account


1. What we collect

  • Personal data Such as your name, address, date of birth, and other contact details such as your email address and telephone number.
  • Vulnerabiliy
  • information

  • Such as health or disability issues. Having this data helps us provide you
  • with the right services for you and to ensure your safety.
  • Financial
  • information

  • Such as your payment details and financial circumstances as detailed on
  • any finance applications by lenders or brokers we may introduce you to.
  • Information
  • about your property

  • Such as house type, number of bedrooms, number of bathrooms or showers etc
  • and any other data provided when you use the online quoting tool.
  • Records
  • of conversations/interactions with us

  • Such as records of your discussions with our customer support teams,
  • including call recordings, webchat and emails for training and monitoring
  • purposes. When you share comments and opinions with us, ask us questions
  • or make a complaint we may keep a record of this. This includes when you
  • send us emails, phone our support team or contact us via webchat or
  • through social media such as through Twitter or on Facebook.
  • Marketing
  • preferences

  • we will record your advertising and marketing preferences including any
  • requests for these communications to stop.
  • Exercising
  • your rights

  • if you exercise any of your statutory rights under data protection law, we
  • will keep a record of this and how we respond.
  • Device
  • and machine information

  • your Smartphone or computer’s IP address may tell us an approximate
  • location when you connect to our website, but this will be no more precise
  • than the city, state or country you are using your device in.
  • Lifestyle
  • and demographic insight information

  • Information about how you use our services and other information about
  • your demographic in order for us to offer you personalised energy products
  • and services.
  • Company
  • data

  • With regards to companies, data such as names, phone numbers and email
  • addresses of representatives of your company.

2. Data we may collect from other people or


In some circumstances

other organisations may share personal data with us such as;

  • Affiliates
  • who we are in partnership with to provide traffic or promotional offerings
  • Finance
  • brokers or lenders who will arrange funding, loans or finance facilities
  • for products and services we sell
  • Card
  • merchants who collect card payments for products and services we sell
  • Product
  • manufactures who provide aftercare services, warranty cover or extended
  • services
  • Social
  • media platforms
  • Landlords
  • or property agents

3. How we use your data – the legal basis and


We can only use your

personal information in compliance with data protection laws. Those laws

require that where we use your personal information, we must have the required

legal basis to do so.

Set out below are the

different legal bases we use at High Flame Gas Solutions as well as examples of the types of

processing we carry out:

Legal basis for processing: Performance of a

contract with you or in readiness for such a contract.


activities: (purpose)

  • To assess
  • your needs, provide you with a quotation and agree a contract with you.
  • To
  • register products with manufactures or warranty providers.
  • To
  • arrange finance products through nominated lenders.
  • To
  • process payments, refunds and set up payment plans.

Legal basis for processing: Consent


activities: (purpose)

Where you have provided

consent, we will rely on that to process your information for the purposes set

out at the time that the request for consent was made.

You can change that

consent at any time by contacting us.

  • Health
  • Data

  • if you have any vulnerabilities, we’ll ask for your explicit consent
  • before we add this to your account. This enables us to take extra steps to
  • ensure your safety and offer you additional services.
  • Promotion
  • of products and services

  • we’d like to use your personal data to communicate with you by email,
  • text, letter, telephone, social media and via our website. With your
  • consent, we will tell you about products and services, promotions,
  • tailored special offers and discounts that we think are likely to interest
  • you. If you’ve given us permission to send you marketing information, we
  • will respect your choices as to how you would like to receive this. We may
  • send you letters or call you without your prior agreement when we have a
  • legitimate interest in doing this- please refer to legitimate interest
  • section.

Legal basis for processing: Legal obligations

We have various rules and

obligations we must abide by. The majority of these are set out in the GDPR and

DPA policies. There are numerous other regulatory and legal obligations that as

a business we must follow.


activities (purpose)

  • Managing
  • your complaint or dispute will require us to process your information and
  • in certain circumstances require us to share it with bodies like Gas Safe
  • or the Financial Conduct Authority.
  • Orders
  • made by a Court, for example where we are ordered to disclose information
  • to law enforcement agencies.

Legal basis for processing: Legitimate interest

Where we or someone else

has a legitimate interest, we’ll ensure that our interest has been balanced

against your rights and freedoms as an individual.


activities (purpose)

  • We may
  • want to use your details to contact you about your order, to discuss
  • things such as unpaid invoices or to check information relating to your
  • finance agreement (where applicable).
  • We may
  • want to pass your information to organisations we work with who deliver a
  • service for us, such as third parties we contract with directly to help us
  • deliver services such as installers, trades people and manufacturers.
  • Advertising
  • organisations including social media and entertainment service providers,
  • which allows them to provide you with more relevant adverts.
  • For good
  • governance, accounting, managing and auditing our business operations so
  • that our business is effective and performs well.
  • Monitoring
  • and recording our dealings with you, for example to prove you’ve agreed a
  • contract with us, to help train our staff, or to help us give better
  • service.
  • To manage
  • our bad debt risk, including:
  1. Taking
  2. legal action against you if you do not pay for goods or services
  3. provided.
  4. Performing
  5. credit and anti-fraud checks to assess your application for credit and
  6. offer suitable payment terms

4. Who we share your data with

  • Regulators
  • such as Gas Safe
  • Manufacturers
  • of products which we have installed in your property
  • Finance
  • providers such as V12 Retail Finance/Kanda ect
  • Card
  • merchants such as Stripe/go-card-less/SumUp
  • Other
  • people you have authorised us to share data with, such as family members,
  • energy brokers, solicitors and debt management companies, so we can fulfil
  • your requirements.
  • Debt
  • collection agencies and other organisations assisting us with debt
  • recovery (for example, bailiffs, courts, private investigators and our
  • solicitors).
  • Network
  • Operators, for example so they can keep you informed about disruptions and
  • reconnections to your energy supply if there’s a loss of supply, an
  • emergency oran event happening that will cause disruption to your energy
  • supply.
  • Law
  • enforcement organisations working on the detection, investigation and
  • prevention of crime and enforcement of legislation.
  • Organisations
  • which offer referral and reward schemes on our behalf, and/or
  • organisations which offer you cash back for joining us.
  • Advertising
  • organisations including social media and entertainment service providers
  • to show you advertising about our products and services.

5. How do we protect your personal data?

Any personal information

we collect, record, or use in any way, be it on computer, hard copy or in any

other form is secured through our safeguarding processes to ensure that we meet

our obligations under the General Data Protection Regulation enforceable from

25th May 2018.

6. What are your rights surrounding your personal


The GDPR enhances your

rights surrounding your personal data. This includes:

  • The right
  • to be informed – we will provide you with a copy of this privacy policy
  • before seeking your consent to store/process your personal data.
  • The right
  • of access – you have the right to request a copy of any personal
  • information we hold on you. This will be provided in a structured format,
  • free of charge, within 30 days of your request. Requests can be made in
  • writing, by phone or by email, to any of the contact details provided
  • below.
  1. Tel:
  2. 07814184188
  3. Email:
  4. highflamegassolutions.co.uk
  • The right
  • to rectification – you have the right to request us to rectify any of your
  • personal data which you believe is inaccurate or incomplete. We will
  • respond within one month (this can be extended by two months where the request
  • for rectification is complex). Requests can be made in writing, by phone
  • or by email, to any of our contact details provided above.
  • The right
  • to erasure – you have the right to request ‘to be forgotten’, i.e. for us
  • to delete all records of your personal data. We will comply with your
  • request, unless we have a legal obligation to continue to hold your
  • personal data, in which case we will inform you of the reason we are
  • unable to complete your request.
  • The right
  • to restrict processing – you have the right to ‘block’ or suppress
  • processing of personal data – in this case we will retain just enough
  • information about you to ensure that the restriction is respected in
  • future.
  • The right
  • to data portability – you may request a copy of your personal data, in order
  • to use it for your own purposes across different services, e.g. moving it
  • from one IT environment to another in a safe and secure way.
  • The right
  • to object – you have the right to object to us processing your personal
  • data for direct marketing purposes, and historical or statistical
  • purposes, and we will respect this request as soon as we receive it (by
  • post / email / phone, details of which are provided above).
  • The right
  • to complain: If you wish to request further information about any of the above
  • rights, or if you are unhappy with how we have handled your information.
  • If you are not satisfied with our response to your complaint or believe
  • our processing of your information does not comply with data protection
  • law, you can make a complaint to the Information Commissioner’s Office.

If we collect or handle your personal data, you have rights as an individual which you can exercise in relation to the information we hold about you. If you’d like to express one of your rights, please email highflamegassolutions.co.uk

7. Right of access to your personal data You can find out if we hold any personal data about you, and access that data, by making a ‘subject access request’ under the Data Protection Act 2018 and the UK General Data Protection Regulation. If we do hold your personal data, we will provide you with a copy and information about what we do with it. Unless you ask us to provide it in a different way, we will email this to you where you have given us an email address. You can request access to our data by using any of the methods on our contact us page. If you only want to see certain items and you agree, we will try to deal with your request informally, for example, by providing you with the specific information you need over the telephone.

8. Other rights you have If you’ve given us consent to process your personal data, you have the right to withdraw that consent at any time by contacting us. You can request that we correct any mistakes, restrict or stop processing your data, or delete it. It’s worth noting that in some cases if you do ask us to correct, delete or stop processing it, we won’t always be required to do so – for example we may need to continue in order to keep records for regulators. If this is the case, we’ll explain why.

9. Your right to contact the Information Commissioner If you’re unhappy with any aspect of how we handle your personal data you also have the right to contact the Information Commissioner’s Office (ICO), the supervisory authority that regulates handling of personal information in the UK. You can contact them by going to their website phoning them on 0303 123 1113 or by post to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.






NN14 4RZ

Gas Safe Registration Number : 670011

Business Hours

MON : 8:00 AM – 5:00 PM

TUE : 8:00 AM – 5:00 PM

WED : 8:00 AM – 5:00 PM

THU : 8:00 AM – 5:00 PM

FRI : 8:00 AM – 5:00PM



*Some out of hours appointments maybe available, Contact us for more information.

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