Supplier Privacy Policy

Privacy is of utmost importance at Fuse Energy Supply Limited (“Fuse”). We recognise the significance of protecting information which is stored on our servers or network or is intended to be stored on our servers or network and which relates to an individual. The data we protect are the “Personal Data” which is any information that can be used to identify you directly or indirectly.

This Privacy Policy is designed to address regulatory requirements of the jurisdictions in which Fuse offers its services, including the General Data Protection Regulation (“GDPR”), as enacted by the European Commission and the UK General Data Protection Regulation (“UK GDPR”). This policy sets out how and when we collect, use and share your personal information that you, or others, provide to us. This Privacy Policy is periodically reviewed to ensure that any new obligations and changes to our business model are taken into consideration. consideration. We may amend this Privacy Policy at any time by posting an amended version on our website. This Privacy Policy was last updated on 7 July 2025.

Capitalised terms used in this Privacy Policy that are not otherwise defined shall have the meanings given to them in our Energy Supply Terms and Conditions

1. Who is collecting and using your data?

This Privacy Policy applies to Fuse Energy Supply Limited, a private limited company incorporated in England and Wales with company number 08469701, with its registered address at Fuse Energy, Level39, One Canada Square, Canary Wharf, E14 5AB (“Fuse” and together with its parent and subsidiary undertakings, the “Fuse Group”).

2. How can you contact us?

We have appointed a data protection officer (DPO), who is responsible for overseeing questions in relation to this privacy notice. If you have any questions, or any requests to exercise your legal rights, please do contact our DPO by email at dataprotection@fuseenergy.com.

If you are not happy with the way we have handled your data, or would like more information about your rights, you can contact the Information Commissioner's Office, the UK's independent authority on data privacy at www.ico.org.uk.

3. What personal data does Fuse collect?

We collect and process personal data about our customers and other individuals who we may interact with. We may collect and process the following types of personal information:

• Contact details: your name, date of birth, address, telephone number and email address or those of any person named on your account.
• Account details: your unique account number(s), password(s) (including biometric data, if applicable), details associated with your account (such as tariff, location of supply, meter information, account balance, payments, correspondence), payment details.
• Financial information: direct debit information, card information and/or bank account information that you use to pay Fuse.
• Your devices and location: information about your device and approximate location information provided by your IP address.
• Your interactions with Fuse: information about how you interact with us and use our services, and how these can be delivered to you.
• Energy supply information: the dates we supply your Energy, your Meter Point Administration Number (MPAN), and/or Meter Point Reference Number (MPRN), your Energy plan and usage (including regular meter readings).
• Complaints: details of any complaints you may have submitted to us.
• Marketing and communication preferences: your preferences and responses to marketing and other communications and information.
• Vulnerability information: information relating to your personal circumstances that may be used to help us better support you, such as data about your needs and the needs of other people in your household (including age, disabilities, health and/or any financial vulnerability).
• Contact history: records of your contact with Fuse, including via digital messaging (including via the mobile application) and emails.

4. How does Fuse collect your personal data?

Fuse may collect your personal data in different manners:

• Data you provide to us (e.g., your name, date of birth, phone number and address)
• Data we collect while you are a customer (e.g., information about your Energy usage from your meter, communication information)
• Data from third parties (e.g., credit reference agencies or social media websites)

5. How does Fuse use your data?

We are allowed to use personal data only if we have a proper reason to do so (also known as our ‘lawful basis’). There are four main ways that we are permitted to use your personal data:

Performance of a contract

When you use our services, almost all the personal information collection and use is necessary to provide the service. If you provide us your contact details to ask us a question, request more information or contact us, we use your details to reply and resolve any issues.

Legitimate interests

Some personal data collection and use is in our legitimate business interests. We assess both our interests and yours, to make sure that we do not cause any unjustified privacy intrusion and truly have a legitimate interest.

Legal obligation

We have legal obligations to collect, use and keep certain information for certain purposes.

Consent

Where we require consent, we will explain why and provide sufficient information to allow you to make an informed decision. When we receive consent to perform such activities, that consent may be withdrawn at any time by contacting us. If you decide you want to change your marketing preference, you can change your preference in your account or you email dataprotection@fuseenergy.com.

We may use your personal data for more than one purpose, depending on the circumstances. There may be situations where we rely on more than one lawful basis to achieve the same or similar purposes.

6. Who does Fuse share your information with?

Fuse may share your information with third parties in certain circumstances. Where we do so, it is done in accordance with this Privacy Policy and in compliance with data protection laws. We also ensure that these third parties only use your data in line with our instructions. Some of the organisations we may share your information with include:

• Other members of the Fuse Group, where necessary for the provision of our services.
• Contractors and subcontractors that we use to install smart meters or respond to emergencies.
• Our meter operators.
• Affiliates and partners, such as price comparison sites.
• Individuals you have authorised on your account.
• Other Energy suppliers, such as when you transfer away from Fuse.
• Debt collectors, where required.
• Aggregated smart meter data with our partners and regulatory and industry bodies.
• DNOs.
• Where we have a legal obligation from regulatory bodies e.g. energy regulators such as Ofgem.
• In relation to tracking pixels, this information may be shared with trusted third-party service providers, such as analytics platforms (e.g., Google Analytics), advertising networks (e.g., Meta, Google Ads, Spotify)
• Credit reference agencies and fraud prevention agencies, both when you first sign up and routinely whilst you have an account with us to help us assess your ability to pay for your energy bills, and any fraud, credit or security risks. There is also more information contained in each credit reference agency’s Credit Reference Agency Information Notice (“CRAIN”), which can be found here:
  • TransUnion: https://www.transunion.co.uk/crain
  • Equifax: https://www.equifax.co.uk/crain
  • Experian: https://www.experian.co.uk/legal/crain

Furthermore we might transfer your personal data in case our business (or part of it) is sold. Such a transfer will only happen to the extent Fuse needs to, and always in compliance with the relevant data protection laws.

7. Where does Fuse store your data?

We are based within the UK, however some of the third parties and agents that we work with may be based outside of the European Economic Area (EEA), so their processing of your personal information may involve a transfer of data outside of the EEA. Whenever we transfer your personal information outside of the EEA, we will always ensure it is protected by making sure we have safeguards in place. This might mean only transferring your personal information to a country that has been deemed by the European Commission to provide an adequate level of protection, or by using specific contractual protections (Standard Contractual Clauses (SCCs)). You can contact us for details of how we protect specific transfers of your data. All information that you provide us with is stored on our secure servers, or those of our third parties' data storage providers.

8. How long does Fuse keep your personal data?

Fuse only retains your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, accounting or administrative requirements. To determine the appropriate retention period for the personal information we hold, we consider the amount, nature and sensitivity of the personal information, the risk of harm from unauthorised use or disclosure of your personal information, the reasons why we handle your personal information, the applicable legal requirements and whether we can achieve those purposes through other means. In some circumstances, we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical analysis, such as looking at email open rates, or to improve our website and develop new products. In these cases, we may use this information indefinitely without further notice to you.

9. What are your rights with respect to data protection?

We have appointed a data protection officer (DPO), who is responsible for overseeing questions in relation to this privacy notice. If you have any questions, or any requests to exercise your legal rights, please do contact our DPO by email at dataprotection@fuseenergy.com.

You have the right to object to us handling your personal information where we are handling your personal information based on our legitimate interests. If you ask us to stop handling your personal information in this way, we will stop unless we can show you that we have compelling grounds as to why we should continue to use your personal information. You can also ask us to stop handling your personal information for marketing purposes at any time.

You have the right to access your personal information which we are handling, and you are entitled to receive confirmation and details about whether and how your personal information is being processed by us.

You have the right to require us to rectify any inaccurate personal information we hold about you. You also have the right to ask us to complete personal information which you think is incomplete.

You can restrict our processing of your personal information where:

• you think we hold inaccurate personal information about you;
• our handling of your personal information breaks the law, but you do not want us to delete it;
• we no longer need to process your personal information, but you want us to keep it for legal reasons; or
• where we are handling your personal information because we have a legitimate interest and are in the process of objecting to this use of your personal information.

You have the right to receive your personal information in a structured, standard machine-readable format, and the right to ask us to send your information to another organisation or to give it to you.

You have the right to require us to erase your personal information in the following circumstances:

• where we no longer need to use your personal information for the reasons we told you we collected it for;
• where we needed your consent to use your personal information, you have withdrawn your consent and there is no other lawful way we can continue to use your personal information;
• where you object to our use of your personal information and we have no compelling reason to carry on handling it;
• if our handling of your personal information has broken the law; and
• where we must erase your personal information to comply with a law we are subject to.

You have the right to lodge a complaint with the Information Commissioner's Office, the supervisory authority for data protection issues in the United Kingdom.

10. How will this Privacy Policy change?

We may change this privacy policy from time to time. If we make changes, we'll let you know by revising the date at the top of this policy. If they're major changes, then we may let you know by getting in touch with you.

11. Cookies

Our website uses cookies to enhance your browsing experience and to collect data for analytics purposes. This section explains what cookies are, how we use them, and how you can manage your preferences.

What Are Cookies?

Cookies are small text files stored on your device when you visit a website. They help the website function properly, provide a better user experience, and gather information about your interactions with the site.

Types of Cookies We Use

Advertisement & Analytics Cookies: We use analytics tools to collect information about how visitors use our website. These cookies help us understand which pages are visited, how long users stay on the site, any issues they encounter etc. This data is anonymised and used to maintain and improve the website's performance. For our website we use tracking pixels to collect information about how users interact with our content. These pixels help us analyze engagement, improve our services, and deliver targeted advertisements. The collected data may include IP addresses, browser details, and actions taken.

Communication Cookies: Communication cookies are used to support the functionality of our communication tools and services, such as live chat, customer support, and feedback mechanisms. These cookies may store user preferences or other session-based data to ensure a consistent and responsive user experience during your interactions with us. They may also help us understand how users engage with communication features so we can improve service quality.

Essential Cookies: When you sign in or sign up, we store an access authorization token to verify your access to your account and ensure that any actions taken are securely linked to you as well as help us resolve issues in our application. We furthermore store session and device identifiers to help detect and prevent spam, unauthorized access, and fraudulent activity.

The cookies provided in this table can vary as we and our partners and vendors update our systems, or where session identifiers are included in the cookie name.

How to Manage Cookies

You can manage your cookie preferences by clicking on “Accept” or “Decline” button on our cookie consent banner. Additionally, you can adjust your browser settings to block or delete cookies.