Privacy Policy
Privacy Policy
Last Updated: February 6, 2025
1. Introduction
Ultimate Utility Brokers Ltd (“we”, “us”, or “our”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and share personal information obtained through our website www.uubltd.com and through our business operations related to the sale of Gas, Electric, and Water services. By engaging with our services, you agree to the practices described in this policy.
2. Who We Are
- Company Name: Ultimate Utility Brokers Ltd
- Business Location: Newcastle Upon Tyne, England
- Contact Information:
- Email: enquiries@uubltd.com
- Telephone: 01661 824723
3. Information We Collect
We collect personal data that is necessary to facilitate the creation and management of utility contracts. This information includes:
- Contact Information: Phone numbers and email addresses
- Addresses: Business addresses (for limited companies) or home addresses (for sole traders)
- Financial Information: Bank details for setting up Direct Debits
- Meter Details: Information required for setting up and managing utility services, which includes meter numbers, usage details, current supplier, meter reads, and any other related meter details provided by you
4. How We Collect Your Data
We obtain personal data by:
- Direct Customer Provision: Information provided by customers during the application or contract process.
- Data Suppliers: Information purchased from trusted data suppliers to support our business operations.
We do not collect any non-personal data (such as cookies or tracking information) from our website.
5. Purpose of Data Collection
The personal data we collect is used solely for the purposes of:
- Drafting and managing contracts for utility services
- Communicating with customers regarding their contracts and service details
- Facilitating billing and setting up Direct Debit payments
- Assessing and managing meter-related information to ensure accurate billing and service delivery
We only collect data that is necessary to perform these functions and no additional information is gathered.
6. Data Storage and Security
- Storage: All collected data is securely stored in dedicated folders on our agents’ computers.
- Security Measures: We employ robust security measures including firewalls and laptop security systems to protect your personal data against unauthorized access, loss, or misuse.
7. Data Retention
We retain your personal data for as long as necessary to fulfil the purpose for which it was collected, typically until your utility contract concludes. Once your contract has ended, your data is securely disposed of in accordance with our data retention policies.
8. Sharing of Personal Data
We do not sell or pass your personal data to any external companies. Your data may only be shared with:
- Third Parties: Trusted partners such as utility suppliers and Third Party Intermediaries (TPIs) who assist us in providing our services.
These third parties are contractually obligated to use your data solely for the purpose of facilitating your service and to adhere to strict data protection standards.
9. Legal Basis for Processing
Our processing of your personal data is based on:
- Contractual Necessity: To provide you with the utility services you have requested.
- Legal Compliance: We ensure that our data handling practices comply with applicable data protection laws, including the General Data Protection Regulation (GDPR).
10. Your Rights
Under the GDPR and other relevant data protection laws, you have the right to:
- Access your personal data
- Request correction of any inaccurate or incomplete data
- Request deletion of your personal data once your contract has concluded (subject to any legal retention requirements)
- Object to or restrict the processing of your data in certain circumstances
To exercise any of these rights, please contact us using the contact details provided above.
11. Jurisdiction and Legal Compliance
Our operations are based in Newcastle Upon Tyne, England. We adhere to the GDPR along with other applicable data protection regulations. If you have any concerns about our compliance with data protection laws, please contact us for further clarification.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any changes will be posted on our website along with an updated “Last Updated” date. We encourage you to review our Privacy Policy periodically to stay informed about how we protect your data.
13. Contact Us
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at:
- Email: enquiries@uubltd.com
- Telephone: 01661 824723
Complaints Policy
Ultimate Utility Brokers Ltd – Complaints Process
Last Updated: September 9th, 2025
Introduction
We aim to provide a first class service for all of our
customers. However we recognise that occasionally we may not achieve every
aspect of that goal. Should that happen we have in place this complaint
procedure to ensure your concerns are both addressed and resolved.
We promise that in the event you make a complaint to us
we shall be courteous and be respectful in our dealings with you.
A copy of this complaint procedure is available to you
free on request: please just let us know if you wish us to post or email a copy
to you.
We set out below how our complaint procedure works and
the steps we ask you to take if you wish to complain. We also set out
your rights to complain to the Ombudsman should you not be satisfied with the
outcome of our review of your complaint.
The Procedure
1. Contact us
Please contact us by email, telephone or post.
Email: enquiries@uubltd.com
Telephone: 01661 824723
Post: Armstrong Building
Prestwick Park
Prestwick
Newcastle upon Tyne
NE20 9SJ
Our customer relations team are available business days
9am to 5pm.
2. Acknowledgement
We will, within seven working days of receiving your
complaint, send you an acknowledgement. In doing so we shall inform you
of the designated complaint manager who will deal with your complaint
throughout the process. Where possible your designated complaint manager
will be someone other than your previous main point of contact with
us.
3. Additional information or clarification
Your designated complaint manager may contact you seeking
additional information, documentation or clarification as to issues raised.
4. Our decision
Within ten working days of the acknowledgement of the
complaint we will let you know the outcome of our investigation. Should we be
unable to let you have our decision within that ten working day period we
update you as to progress and a revised anticipated date for providing our
decision.
5. Your decision
We ask that within ten working days of you receiving our
decision you let us know whether or not you accept our decision. If you
do not accept our decision then it will be helpful if you say. If you do not
accept our decision then it will help if you provide copies of any additional
documents and information that will assist in our review of the initial
investigation.
6. Decision review
Should you not accept our initial decision and you ask us
to review that decision we will carry out a review. Again we hope to
inform you of the outcome of that review within ten working days of you telling
us your decision. Similar to the initial decision process in the event we
do not anticipate letting you have our decision within ten working days we will
update you as to a revised decision date. We may also during that
decision review again ask you for additional information, documentation and or
clarification of issues raised.
7. Eight week letter
Whatever stage has been reached in the above process
eight weeks after we first received your complaint we shall send you an eight
week letter. Once you have received that letter you are entitled to
complain to the Ombudsman, more details as to that step are below.
8. Deadlock letter
If you chose to reject our decision (whether the original
decision or a revised decision) we will send you a deadlock letter. This
letter confirms that you have rejected our decision as to your complaint.
Once you receive this letter you are entitled to complain to the Ombudsman.
The Ombudsman
If you are a microbusiness you are entitled to take your
complaint to the Ombudsman should your complaint not be resolved either a eight
weeks after the complaint was first made to us or once you have received a
deadlock letter from us, whichever is sooner.
The Ombudsman is an independent body that decides the
outcome of disputes between us and our microbusiness customers. There is
no charge to you for the Ombudsman’s services.
If you accept the Energy Ombudsman’s decision
we must then honour that decision. You are not though bound to accept the
Energy Ombudsman’s decision and instead may choose to take other action such as
litigation.
The Ombudsman’s contact details:
Email: enquiry@ombudsman-services.org (emails
are responded to within five working days)
Telephone: 0330 440 1624 (8am-8pm Monday to Friday,
9am-1pm Saturday)
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Website: www.ombudsman-services.org
The Citizens Advice Bureau
If you need independent and practical advice you can also
contact the Citizens Advice Bureau. This service gives you free, confidential
and impartial advice.
Website: www.citizensadvice.org.uk
Terms & Conditions
Last Updated: September 9th, 2025
Ultimate Utility Brokers Ltd: terms and conditions
In these
terms and conditions UUB Ltd company registered number 07277357 whose
registered office is 12 Elm Drive, Sunderland, SR6 7DT is referred
to as UUB.
The
customer of UUB is referred to as the Customer
Definitions
“Agreement”: the contractual relationship between UUB and
the Customer as set out in these terms and conditions and Letter of Authority.
“Breach
Fee”: payment due from the Customer to
UUB in the event of a Customer Breach.
“Commencement Date”: has the meaning given in clause 1.
“Commission
Payment”: the payment UUB is entitled to
receive from the Supplier as a result of the Customer entering into the
Contract.
“Confidential
Information”: means such information as one party may provide to the
other as part of or in relation to this Agreement.
“Contract”: the contract entered into by the Customer (or
by UUB on the Customer’s behalf) with the Supplier for the supply of energy and
as part of the Services and any extensions to this Agreement.
“Customer Breach”: any act or omission of the Customer that
represents a breach of the terms of this Agreement by the Customer.
“Customer
Obligations”: as set out in clause 2.
“Data
Protection Legislation”: all relevant data
protection and privacy legislation in force from time to time in England and
Wales a non exhaustive list of which includes the General Data Protection
Regulation ((EU) 2016/679); the Data Protection Act 2018; the Privacy and Electronic
Communications Directive 2002/58/EC (as updated by Directive 2009/136/EC) and
the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as
amended.
“Letter
of Authority”: such
letters of authority being as the Customer may sign from time to time.
“Services”: the services that UUB will provide to the Customer
include presenting the Customer with details of a proposed supply contract(s)
from one (or a number) of Suppliers from UUB’s portfolio of suppliers for the
Customer to choose to accept and as set out in the Letter(s) of Authority.
“Supplier”: the supplier that the Customer choses to
enter into a Contract with.
“Working
Day”: Monday to Friday other than a
public holiday in England.
1.
SUPPLY OF
SERVICES
The
Customer agrees that:
(i) the Letter(s) of Authority constitutes a request by the Customer to
purchase Services in accordance with these conditions. This Agreement shall come into existence
(Commencement Date) when the Letter(s) of Authority signed by the Customer is
received by UUB;
(ii) in return for it requesting UUB to provide the Services UUB shall do so
and shall supply the Services to the Customer as per this Agreement; and
(iii) UUB is not a price comparison service. Although UUB works with many
suppliers of energy it does not have access to every such supplier.
UUB does
not guarantee that it will arrange what a third party may claim is the cheapest
supply available. UUB considers a number
of factors when assessing which suppliers and which supply contracts are best
suited to the Customer.
UUB will
seek the option(s) that in its opinion is/are best suited to the Customer with
price of the supply being just one of the factors to consider.
2.
CUSTOMER’S
OBLIGATIONS
(vi) to ensure that all information and documents
provided to UUB is complete, up to date and accurate at all times;
(v) to provide such assistance as UUB may
reasonably require from time to time in relation to the Services;
(vi) to immediately inform UUB in the event there
is any change in the Customer’s circumstances which may affect the provision of
the Services and or impact the Contract or proposed Contract;
(vii) to comply with the provisions of the Bribery Act 2010 and any other
applicable legislation;
(viii) not at any time whether directly or
indirectly instruct, direct, permit, cause or allow the Supplier to cease or
withhold the payment of any Commission Payment to UUB; and
(ix)
not at
any time to have entered into or enter into any other contract (for any reason
including due to a change in tenancy or change in occupancy) for the
supply of energy (“Other Contract”) for the intended period of the Contract
whereby that Other Contract provides energy and/or the Services, whether in
whole or in part, to be provided under the Contract.
3.
CUSTOMER’S
BREACH OF THE AGREEMENT: SUSPENSION AND TERMINATION
The Customer’s attention is drawn to this clause: the consequences of
the Customer breaching this agreement
Without
affecting any other right or remedy available to it UUB may as it sees fit
terminate or suspend the Agreement with immediate effect by giving written
notice to the Customer if:
(i) the
Customer commits a material breach of any term of the Agreement and (if such a
breach is remediable) fails to remedy that breach to UUB’s satisfaction within
fourteen days of the Customer being notified in writing to do so;
(ii) the Customer takes any step or action in connection with its entering
administration, provisional liquidation or any composition or arrangement with
its creditors (other than in relation to a solvent restructuring), is subject
to a winding up process (whether voluntarily or by order of the court, unless
for the purpose of a solvent restructuring), has a receiver appointed to any of
its assets or ceasing to carry on business; or
(iii) the Customer suspends, or threatens to suspend, or ceases or threatens to
cease to carry on all or a substantial part of its business.
In the
event of such termination or suspension UUB is relieved of all its obligations
under the Agreement.
Further
in the event of:
(i)
termination
(that may conclude suspension); or
(ii) any breach of a Customer Obligation for
whatever reason
the
Customer will on receipt of demand pay to UUB the Breach Fee. The Breach Fee
shall be a payment of whichever is higher either:
(i)
representing the Commission Payment (or such balance of the Commission Payment
yet to be paid to UUB) which UUB would have received from the Supplier but is
not received or will not be received due to the Customer Breach; or
(ii) a
fixed amount of £750 per meter.
The
Customer agrees that the Breach Fee, whether fixed or Commission Payment based,
represents the reimbursement of loss suffered by UUB resulting from the
Customer Breach. It does not represent
an unfair gain or windfall on the part of UUB that is in the nature of or is
capable of falling within the definition of a penalty.
The
Commission Payment for the purposes of this clause is calculated on the basis
of the consumption as set out in the Contract or related documents.
The
Breach Fee is due to be paid as per this clause irrespective of any date or
dates the Supplier may have been due to make the Commission Payment to UUB.
4.
CHANGE OF TENANCY
The Customer’s attention is drawn to this clause: the requirement to
notify UUB of a change of tenancy (as defined) and the consequences of failing
to do so
A COT involves either (i) a party not connected to or
associated with the Customer taking over the premises (a party is connected to
the Customer if it falls within the definition set out in sections 1122 and
1123 Corporation Tax Act 2010) or (ii) the premises becoming vacant for a
minimum period of three months following the Customer’s departure.
UUB’s fees are adjusted by a Supplier if a COT
occurs. It is therefore important that
UUB receives from the Customer at least fourteen Working Days before the date
of vacating the premises written confirmation of the change together with
evidence of the COT satisfactory to UUB, this may include (a non exhaustive
list by way of example only) a land sale contract/TR1, assignment or surrender
of a lease certified by the Customer’s solicitor.
The written notice from the Customer must include a
letter from the Customer’s solicitor
confirming that the vacation of the premises is a COT
as set out above and provide sufficient detail to enable UUB to satisfy itself
as to the nature of the COT.
Failure to so notify UUB in the event of a COT will
incur a fee for the loss/reduction in the commission the supplier pays to
UUB. In those circumstances UUB reserves
the right to charge the Customer a one off fee of £750 per meter or the total
value of the Commission Payment UUB would have received in relation to the
Contract, whichever is the higher figure.
In calculating the said fee UUB will apply a discount percentage to reflect
Commission Payment that has actually been received (subject to a minimum failed
Contract fee of £750 per meter).
The Customer’s attention is drawn to this clause:
in the event the Customer’s consumption of energy under the Contract falls
below a certain level it will be liable to make a payment to UUB
The Contract provides an estimate of the Customer’s
consumption. UUB’s commission Payment is calculated by reference to such
anticipated consumption.
In the event the actual consumption under a Contract as
confirmed by the relevant Supplier is more than 20% less than the anticipated
consumption as per the Contract over the term of the Contract the Customer
shall on demand pay to UUB an amount equal to the balance of the Commission
Payment UUB would have received had the consumption decrease not exceeded a 20%
decrease of the total anticipated consumption under the Contract.
6.
LITIGATION COSTS
The Customer’s attention is drawn to this clause:
should the Customer and UUB become involved in court proceedings then the
Customer shall reimburse UUB’s legal costs and expenses
In the event of the Customer and UUB becoming party to
any court proceedings for whatever reason and howsoever commenced or caused the
Customer shall reimburse UUB on demand on an indemnity basis for all legal
costs and expenses incurred by UUB directly or indirectly in connection with
those court proceedings.
7.
CONSEQUENCES
OF TERMINATION
Termination
or expiry of the Agreement shall not affect:
(i) any
rights, remedies, obligations or liabilities of the parties that have accrued
up to the date of termination or expiry;
(ii) the
liability of the Customer to UUB in the event of a Customer Breach; and
(ii)
in any
event any liability of the Customer to make a payment to UUB of this agreement.
8.
COMMISSION
PAYMENTS TO UUB
The Customer’s attention is drawn to this clause: the commission
payments that will be made to UUB
The
Customer agrees and acknowledges the Commission Payment will be due to be made
to UUB. The timing and amount of the Commission Payment varies from Supplier to
Supplier. The Commission Payment is included within the price charged per unit
of energy in the Contract. By way of example if the Commission Payment for the
supply of energy was 0.5 per unit then the amount payable per unit under the
Contract by the Customer would be (i) base price of the unit plus (ii) 0.5p per
unit.
Therefore
a supply of 40,000 units per year over a two year period would result in total
commission payment of £400 for that two year supply.
Should at
any time the Customer wish to be provided with more information as to the
Commission Payment then it should contact UUB
9.
LIMITATION
OF LIABILITY
The Customer’s attention is drawn to this clause: limits to the liability of UUB to the
Customer
The
Customer acknowledges and agrees that by entering into the Contract the
Customer contracts directly with the Supplier and not UUB for the supply of
energy. The Customer therefore further acknowledges that UUB incurs no
liability arising from or in connection with the Customer’s obligations and
liabilities arising under the Contract.
The
Agreement does not seek to avoid UUB’s liability to the Customer where such
liability arises from dishonesty on the part of UUB or death or personal injury
on the part of the Customer.
UUB’s
total liability (including any principal, interest, costs and charges
whatsoever and howsoever arising) to the Customer shall not in any event exceed
the amount of the Commission Payment received by UUB.
The
Customer acknowledges and agrees that UUB, its representatives, agents and
employees shall incur no liability to the Customer by virtue of the Agreement
or in relation to it save where such liability is incapable of being excluded
by law.
Subject
to the above UUB incurs no liability to the Customer that arises under or in
connection with this Agreement in respect of:
(i)
loss of profits;
(ii) loss of sales or business;
(iii) loss of agreements or contracts;
(iv) loss of anticipated savings;
(v) loss of or damage to
goodwill; or
(vi) indirect or consequential loss.
Should
the Customer assert liability on the part of UUB then it must notify UUB in
writing to that effect:
within
six calendar months of the first event said to give rise to such liability
coming to the attention of the Customer, its agents or representatives; or
within
six calendar months of the first event said to give rise to such liability
which ought reasonably to have come to the attention of the Customer.
The
notice must be in writing and must identify the event and the grounds for the
claim in reasonable detail and provide copies of all relevant documents and
information.
In the absence of such timely notification UUB
shall have no liability to the Customer.
UUB makes no express warranties and specifically
disclaims any implied warranties with respect to the performance of Services to
the extent permissible by law.
This
clause survives termination of the Agreement.
8. DATA PROTECTION
UUB does
not anticipate receiving any personal data (as defined in data protection
legislation from time to time) from the Customer other than contact details of
the relevant personnel who are responsible for dealing with the Agreement.
The
Customer agrees that UUB may share such contact details with the Supplier, its
agents and representatives.
Each
party shall comply with all the obligations imposed on a controller under the
Data Protection Legislation.
9. CONFIDENTIALITY
Neither
party shall disclose to any third party any Confidential Information in respect
of the other at any time acquired in connection with the Agreement and no
reference is to be made to this Agreement by either party in any advertising
publicity or promotional material without prior written consent of the other
party.
10. NOTICES
Any notice given to a party under or in connection with
the Agreement shall be in writing and shall be delivered by hand or by pre-paid
first-class post or other next Working Day delivery service at its registered
office (if a company) or its principal place of business (in any other case) or
by email (to such email address as the parties notify each other from time to
time)
Any notice shall be deemed to have been received:
(i) if delivered by hand, on signature of a delivery receipt or at the time the
notice is left at the proper address;
(ii) if sent by pre-paid first-class post or other next Working Day delivery
service, at 9.00 am on the second Working Day after posting or at the time
recorded by the delivery service; or
(iii) if sent by email the Working Day after the
email was sent.
11. DISPUTE RESOLUTION
If the
parties fail to reach agreement in the structured negotiations within twenty
one days either party may then refer any dispute to litigation.
12. GENERAL
MATTERS
The
Customer agrees that any payment it is due to make to UUB under the Agreement
or otherwise shall be paid within seven days of receiving demand for the same
and that it enjoys no right of set off, defence, counter claim or other reason
to withhold or delay payment.
VAT is due to be paid on any amount owed by the
Customer to UUB.
If any term or provision of the Agreement is held
invalid, illegal or unenforceable for any reason by any court of competent
jurisdiction, such provision shall be severed and the remainder of the
provisions shall continue in full force and effect as if the Agreement had been
agreed with the invalid, illegal or unenforceable provisions eliminated.
The Agreement constitutes the entire agreement
between the parties and supersedes any previous agreement or
understanding. The Agreement may not be
varied except in writing between the parties.
No failure or delay by either party in exercising
any of its rights under the Agreement shall be deemed to be a waiver of that
right, and no waiver by either party of any breach by the other shall be
considered as a waiver of any subsequent breach of the same or any other
provision.
The parties acknowledge and agree that the
Agreement shall not establish or constitute any relationship of partnership,
joint venture, franchise or agency between the parties and except as otherwise
expressly provided or agreed neither party shall have the power to bind the
other without the other’s prior written consent.
The Customer agrees not to assign, mortgage,
charge, transfer, subcontract, delegate, declare a trust over or deal otherwise
with any of its rights and obligations under this Agreement.
The Customer grants UUB a fully paid-up,
non-exclusive, royalty-free, non-transferable licence to copy and modify any
materials and information provided by to the Customer to a Supplier in relation
to a potential Contract.
UUB will use its reasonable endeavours to deliver
the Services in a timely manner but time shall not be of the essence for
performance of the Services.
The Customer agrees that UUB does not incur any
liability for delay in performing, or failure to perform, any of its
obligations as per this Agreement in the event such delay or failure result
from partially or entirely events, circumstances or causes beyond UUB’s
reasonable control.
Unless it expressly states otherwise this Agreement
does not give rise to any rights under the Contracts (Rights of Third Parties)
Act 1999 to enforce any term of the Contract.
This Agreement shall be governed by the laws of
England and Wales and the parties submit to the exclusive jurisdiction of the
courts of England and Wales.