Our Policies

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

Ultimate Utility Brokers Ltd – Complaints Process

Last Updated: February 6, 2025

At Ultimate Utility Brokers Ltd, we are committed to ensuring that all customer concerns and complaints are dealt with promptly, fairly, and transparently. If you have a complaint regarding our services, including our handling of personal data or any other aspect of our operations, please follow the steps outlined below.

Step 1: Submit Your Complaint Directly to Us

• How to Submit:
  Email your complaint to complaints@uubltd.com.
• What to Include:
  • Your full name
  • Contact details (such as phone number and/or email address)
  • A detailed description of your complaint
  • Any relevant reference numbers or supporting documentation that will help us understand and investigate your concern
• Acknowledgment:
  We will acknowledge receipt of your complaint within five (5) business days of receiving your email.

Step 2: Investigation and Resolution

• Investigation Process:
  Upon receiving your complaint, we will conduct a thorough investigation. This process may involve reviewing your complaint details, speaking with relevant team members, and examining any related documentation.
• Response Timeline:
  Our aim is to provide you with a substantive response within 30 calendar days.
  • If additional time is needed to resolve your complaint, we will inform you of the delay and provide a revised timeline.
• Resolution:
  We will communicate our findings and any actions taken to you via email or your preferred contact method. If your complaint is resolved to your satisfaction, we will confirm closure of the matter.

Step 3: Escalation to the Energy Ombudsman

• Further Action:
  If you are not satisfied with our response or if you believe your complaint has not been resolved adequately, you have the right to escalate your complaint to the Energy Ombudsman.
• Contacting the Energy Ombudsman:
  For further information on how to contact the Energy Ombudsman and submit your complaint, please visit the Energy Ombudsman website or ask us for guidance during our response process.

We Value Your Feedback

Your feedback is crucial in helping us improve our services. We take all complaints seriously and are dedicated to addressing your concerns as quickly and efficiently as possible.

If you have any questions regarding our complaints process, please contact us at:

• Complaints Email: complaints@uubltd.com
• Telephone: 01661 824723