Our Privacy Policy & Complaints Handling Procedure

This privacy policy is for this website [www.optimiseenergy.uk] and served by [Optimise Energy UK] and governs the privacy of its users who choose to use it.

The policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners. Furthermore the way this website processes, stores and protects user data and information will also be detailed within this policy.

The Website

This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies to all UK national laws and requirements for user privacy.

Use of Cookies

This website uses cookies to better the users experience while visiting the website. Where applicable this website uses a cookie control system allowing the user on their first visit to the website to allow or disallow the use of cookies on their computer / device. This complies with recent legislation requirements for websites to obtain explicit consent from users before leaving behind or reading files such as cookies on a user's computer / device.

Cookies are small files saved to the user's computers hard drive that track, save and store information about the user's interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.

Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors.

This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computers hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information. You can read Google's privacy policy here for further information.

Other cookies may be stored to your computers hard drive by external vendors when this website uses referral programs, sponsored links or adverts. Such cookies are used for conversion and referral tracking and typically expire after 30 days, though some may take longer. No personal information is stored, saved or collected.

Contact & Communication

Users contacting this website and/or its owners do so at their own discretion and provide any such personal details requested at their own risk. Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 1998. Every effort has been made to ensure a safe and secure form to email submission process but advise users using such form to email processes that they do so at their own risk.

This website and its owners use any information submitted to provide you with further information about the products / services they offer or to assist you in answering any questions or queries you may have submitted. This includes using your details to subscribe you to any email newsletter program the website operates but only if this was made clear to you and your express permission was granted when submitting any form to email process. Or whereby you the consumer have previously purchased from or enquired about purchasing from the company a product or service that the email newsletter relates to. This is by no means an entire list of your user rights in regard to receiving email marketing material. Your details are not passed on to any third parties.

Email Newsletter

This website operates an email newsletter program, used to inform subscribers about products and services supplied by this website. Users can subscribe through an online automated process should they wish to do so but do so at their own discretion. Some subscriptions may be manually processed through prior written agreement with the user.

Subscriptions are taken in compliance with UK Spam Laws detailed in the Privacy and Electronic Communications Regulations 2003. All personal details relating to subscriptions are held securely and in accordance with the Data Protection Act 1998. No personal details are passed on to third parties nor shared with companies / people outside of the company that operates this website. Under the Data Protection Act 1998 you may request a copy of personal information held about you by this website's email newsletter program. A small fee will be payable. If you would like a copy of the information held on you please write to the business address at the bottom of this policy.

Email marketing campaigns published by this website or its owners may contain tracking facilities within the actual email. Subscriber activity is tracked and stored in a database for future analysis and evaluation. Such tracked activity may include; the opening of emails, forwarding of emails, the clicking of links within the email content, times, dates and frequency of activity.

This information is used to refine future email campaigns and supply the user with more relevant content based around their activity.

In compliance with UK Spam Laws and the Privacy and Electronic Communications Regulations 2003 subscribers are given the opportunity to un-subscribe at any time through an automated system. This process is detailed at the footer of each email campaign. If an automated un-subscription system is unavailable clear instructions on how to un-subscribe will by detailed instead.

External Links

Although this website only looks to include quality, safe and relevant external links, users are advised adopt a policy of caution before clicking any external web links mentioned throughout this website.

The owners of this website cannot guarantee or verify the contents of any externally linked website despite their best efforts. Users should therefore note they click on external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.

Adverts and Sponsored Links

This website may contain sponsored links and adverts. These will typically be served through our advertising partners, to whom may have detailed privacy policies relating directly to the adverts they serve.

Clicking on any such adverts will send you to the advertisers website through a referral program which may use cookies and will track the number of referrals sent from this website. This may include the use of cookies which may in turn be saved on your computers hard drive. Users should therefore note they click on sponsored external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.

Social Media Platforms

Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.

Users are advised to use social media platforms wisely and communicate / engage upon them with due care and caution in regard to their own privacy and personal details. This website nor its owners will ever ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email.

This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.

Shortened Links in Social Media

This website and its owners through their social media platform accounts may share web links to relevant web pages. By default some social media platforms shorten lengthy urls [web addresses] (this is an example: http://bit.ly/zyVUBo).

Users are advised to take caution and good judgement before clicking any shortened urls published on social media platforms by this website and its owners. Despite the best efforts to ensure only genuine urls are published many social media platforms are prone to spam and hacking and therefore this website and its owners cannot be held liable for any damages or implications caused by visiting any shortened links.

Resources & Further Information

Optimise Energy UK Complaints Handling Procedure

Optimise Energy UK Complaints Handling Procedure

Get in touch if you are unhappy with our service via email at info@optimiseenergy.uk  or call 01746 761500.

We strive to offer the highest level of expertise and care at every stage of the service we offer. However, if something does go wrong and you want to make a complaint, we will be fully committed to fixing it as efficiently as possible.

Below you’ll find all the information you need about making a complaint, including how to contact us and what we promise to do next.

If your complaint is made by email or post, we will be in touch within one working day to confirm it’s been received and that we’re working on it.

We’ll keep you updated on the progress of your complaint at least every two working days.

We aim to resolve any complaint within seven working days.

If the problem isn’t resolved within seven working days, as we are signed up to the TPI Code of Practice, we will (with your consent) escalate the complaint to the Independent Code Manager. He’ll send an initial written response within 5 working days. He will let you know what will happen next and when he’ll be in touch regarding any next steps, actions or sanctions.

If you notice an issue or problem with your broker or energy supplier

If you’re unhappy with the service you’ve received from Optimise Energy UK, one of our employees or one of our suppliers, let us know and we’ll look into it straight away.

Your providers phone number and website will be on your bill along with how to make a complaint by email, in writing or via phone.

Log the complaint with your provider

If the complaint is simple you may be able to resolve it with a quick phone call. However if you get no resolution then raise a formal complaint as this has certain timeframes that need to be hit by brokers and suppliers. Simply explain the problem and what you want to happen to resolve the issues, you will then be given the next steps.

Supply evidence for the complaint

We suggest that you keep a record o all calls and communication including names the people spoke to. If it is a complex case and you call it is strongly advised an email follow up is sens an audit trail.

Allow time for your provide to investigate fully

Your provider has 6 – 8 weeks depending on which one you use to resolve your complaint. This gives them enough time to assess the situation and the evidence provided to find a suitable resolution. During this time you may be contacted for additional information.

A decision may be made prior to the 8 week deadline, if  a decision is made you’ll receive a “deadlock letter” containing the final offer and time scales for fulfilment of this offer.

Escalating the complaint to the Ombudsman

If you are in receipt of a deadlock letter or the case isn’t resolved within the 8 weeks then you can take your complaint to the Ombudsman. At this stage you will need to share all the complaint details, evidence and some personal information so they can assess your case. Without sharing this information they will not be able to process your case.

Provider notification

Once the Ombudsman has processed your case they will pass this onto the broker or supplier. All cases are logged on the Ombudsman portal and any feedback such as offers or apologies will be on the there to view.

Full assessment

If the complaint remains unresolved the Ombudsman will carry out a full assessment of the case and base decisions on a fair and equitable basis. This will take into account both sides of the story, relevant regulation, the law and what is deemed acceptable as good industry practice.

Some cases can take a long time so ensuring you share all details and evidence will only help to expediate the process.

Offer and closure

The provider is bound to the resolution if you choose to accept it. You will be supported by the Ombudsman and their team of specialist should you require it.

If the case isn’t complied with in a reasonable time you free to enforce the resolution in the court as the decision is legally binding.

If your complaint is about a supplier or you are unhappy with the response that you receive, you may also contact the Energy Ombudsman

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org

How to get in touch with us

It’s a good idea to keep any current bills, statements or other relevant documentation handy throughout the process.

You can reach the safe hands of our customer service team by:

Phone – 01746 761500 (lines open between 9am & 5.30pm Monday to Friday).

Email – info@optimiseenergy.uk 

Post – Complaints,
Optimise Energy UK Ltd

3 Salop Street,



WV16 4QU