Energy terms and conditions

Our terms and conditions - Energy comparison service

Introduction

Gocompare.com offers an energy comparison service though our website which enables you to compare prices and other product features from energy providers (referred to as “our Energy Comparison Website”). Our Energy Comparison Website is provided to you on our behalf by Runpath Group Limited (referred to as “Runpath”). Details about Runpath are shown in the “About our energy services” section below.

In these Terms and Conditions, “we”, “our” and “us” means Gocompare.com Limited and “you” and “your” means any person who uses our Energy Comparison Website. Where we refer to "group" we mean Gocompare.com Group plc, you can find the full list of Gocompare.com group companies on our website www.gocompare.com/about/about-gocompare.

If you are unsure about any aspect of these Terms & Conditions, or have any questions regarding our relationship with you, please contact us.

1. About our energy services

Our Energy Comparison Website enables you to compare prices and other product features from energy providers and is provided to you on our behalf by Runpath. Should you choose to, Runpath will arrange for you to switch provider. You can complete the switch online or via telephone.

Prior to completing your switch of energy provider you will be transferred to a website which is operated by Runpath on our behalf.

Runpath is a company registered in England and Wales with Registration No 06824947 and having its registered office at 131 Finsbury Pavement, London, EC2A 1NT.

2. How are we paid?

You will not be charged for using our Energy Comparison Website. Instead, if you use our Energy Comparison Website to switch energy provider or tariff, your new energy provider will pay us and Runpath commission.

About Gocompare.com

The Company

Gocompare.com Limited is registered in England and Wales (Company number 05799376) and our registered address is Imperial House, Imperial Way, Newport, Gwent, NP10 8UH, United Kingdom.

Use of our Energy Comparison Website

i. Our Energy Comparison Website allows you to access Runpath’s online service which compares a number of energy products and services.

ii. The Energy Comparison Website is only available to residents of England, Wales and Scotland. Residents of Northern Ireland will not be able to use the Energy Comparison Website due to Northern Ireland operating on the Single Electricity Market (SEM), which is separate from the rest of the UK.

iii. You are only permitted to use our Energy Comparison Website if you are using it for personal use. Commercial use of our Energy Comparison Website is strictly prohibited and we reserve the right to take steps – including legal action - against any person or company who uses our Energy Comparison Website or services for commercial use or in any other unauthorised manner. Unauthorised use includes (but is not limited to) breach of copyright, processing multiple quotes for other customers or companies, and other companies checking their prices against those presented on this website.

iv. You are not permitted to do anything that may affect the security of our Energy Comparison Website or any information or material stored within it.

v. You may not operate any link to our Energy Comparison Website without our first obtaining our written permission. Any such permission may be revoked without notice and we reserve the right to require you to remove any link immediately and at any time.

What are your responsibilities?

1. Energy obligations

Runpath will on our behalf provide you with a set of results detailing the available energy tariffs. These results will be dependent on you having fully and correctly answered all questions indicated. You are responsible for ensuring that the information that you add is both full and correct.

If you have any questions relating to the switch then you may raise these with Runpath prior to committing to the switch.

Please note that the energy providers will all operate their own individual privacy policies and terms and conditions which you will agree to when you agree to switch. It is imperative that you carefully read these terms and conditions and privacy policy prior to committing to switching provider.

2. Other obligations

a) You must keep your password confidential and it must not be disclosed to or shared with anyone. You are solely responsible for all use of your account on our Energy Comparison Website.

b) You must not misuse our Energy Comparison Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Energy Comparison Website, the server on which our Energy Comparison Website is stored, or any server, computer or database connected to it.

What are our responsibilities?

We and Runpath are responsible to you for:

i. any claim you may have against us for a personal injury or in respect of your death if caused by our negligence; and

ii. any statements made by our employees to you which are not true statements of fact and which are made by that employee with fraudulent intent.

Except in the case of (i) or (ii) above (where our liability to you is unlimited), our and Runpath’s liability to you will be limited to the upper level of our insurance limit which may vary from time to time.

Neither us or Runpath are responsible to you for:

i. any reliance that you may place on any material or commentary posted on our Energy Comparison Website. Please note that nothing contained in our Energy Comparison Website or the material published on it is intended to amount to advice on which you should rely;

ii. any losses you suffer because the information you put into our Energy Comparison Website is inaccurate or incomplete;

iii. any losses you suffer if the information you put into our Energy Comparison Website is accurate but the energy provider’s website has not accurately reflected that information because its system or Runpath’s system is not working correctly;

iv. any losses you suffer if you misrepresent any fact which may influence the energy provider’s decision to accept your switch;

v. any losses you suffer because you cannot use our Energy Comparison Website at any time;

vi. any losses you suffer through connecting to any website owned by Runpath or any other linked third party websites or any statements, information, content, products or services that are published on, or may be accessible from, any linked third party website and we do not guarantee that they are free from viruses or anything else that could be infectious or destructive;

vii. any errors in or omissions from our Energy Comparison Website;

viii. any losses you may suffer by relying on any commentary, postings or reviews (of our services or that of our partners) on our or any third party website;

ix. any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Energy Comparison Website or to your downloading of any material posted on it, or on any website linked to it;

x. the privacy policies and practices of other linked third party websites, even if you access them using links from our Energy Comparison Website; and/or

xi. any unauthorised access or loss of personal information that is beyond our control.

Complaints

We set ourselves and our business partners very high standards and do our utmost to maintain these high standards in everything we do. In rare situations where you may feel those standards have not been maintained we would like you to tell us or Runpath as this is the only way we will be able to improve our service. If your complaint is about the provision of our Energy Comparison Website or a tariff then we would encourage you to contact Runpath in the first instance. However, we are more than happy to hear from you if you would like to contact us too.

How do you do this?

Runpath’s customer services team is always happy to help and will respond initially within 1 working day. You can contact Runpath at address: Runpath, 131 Finsbury Pavement, London, EC2A 1NT; via the online form; or by email at complaints@runpath.com.

Hopefully, Runpath will be able to resolve your complaint to your satisfaction. If, however, anything is unclear or you’re unhappy with their response, please contact the person that handled your complaint. They’ll do all they can to answer your questions and reach an agreement.

Ombudsman Services: Energy

If your complaint is still unresolved, you can ask for a review from the Ombudsman: Energy service. They will be able to help if your complaint fulfils certain criteria.

Write to them at:

Ombudsman Services:
Energy
PO Box 966
Warrington
WA4 9DF

Call on: 0330 440 1624

Email them at: osenquiries@os-energy.org

If you would like to contact us here at Gocompare.com then please click here to use our online contact forms or contact us in the following ways:

Email: feedback@gocompare.com

In Writing: Gocompare.com Limited
Imperial House, Imperial Way,
Newport, Gwent, NP10 8UH
United Kingdom

Telephone: 01633 654 019

Please note that our office opening hours are Monday to Friday 9am to 5.30pm, excluding bank holidays. Calls may be recorded for training, quality and monitoring purposes.

Where appropriate we may refer your complaint to Runpath or the relevant energy provider, who will then reply to your complaint directly.

Energy privacy policy

In this Privacy Policy, “we”, “our” and “us” means Gocompare.com Limited and “you” and “your” means any person who uses the Energy Comparison Website.We understand how important your privacy is and we take its security seriously. This Privacy Policy should be read in conjunction with our Energy Terms and Conditions and our Cookie Policy.

Please note that your use of our services will indicate your acceptance of this Privacy Policy and as having granted us the permissions set out below.

Data protection

1. Our Goal

This policy has been developed because we want you to feel confident about the privacy and security of the personal data you enter on our Energy Comparison Website. We follow strict security procedures in the storage and disclosure of your information as required by law. Our security procedures mean that we may ask for proof of your identity before we will disclose personal data about you, or to you, be this on our Energy Comparison Website, via email, or over the telephone.

2. Data Controller

The data controller of your personal data is Gocompare.com Limited registered in England and Wales (Company number 5799376) and our registered address is Imperial House, Imperial Way, Newport, Gwent NP10 8UH.

3. Your right to know

We comply with and are registered under the data protection laws in the United Kingdom and take all reasonable care to prevent any unauthorised access to your personal data. Under the terms of the Data Protection Act 1998 you have a number of rights. If you require a copy of the personal data we have concerning you, please write to the Data Protection Officer, at the registered address above enclosing a cheque for the administration fee of £10.00 made payable to Gocompare.com. We are entitled to charge you this fee to cover our administrative costs.

4. Sensitive Personal Data

For some of our services it may be necessary to collect data from you that is considered to be sensitive personal data under the Data Protection Act 1998. Where necessary for the services or as otherwise set out in our privacy policy, we may pass that data to our business partners. By continuing to use our Energy Comparison Website you consent that you are happy for us to do this. If you are not happy, you may stop using our Energy Comparison Website at any time.

How we use your data for the energy service

In order to provide our service to you we need to collect and process personal information about you and disclose that information to Runpath who in turn will be required to pass it to the energy providers to complete the switch. This information is necessary to provide you with the information you have requested in respect of the available tariffs. We may also re submit your most recent comparison details when your tariff comes to an end. All personal data will be held in strictest confidence and used only for the purposes for providing the service you have requested, subject to certain exceptions as described below.

How else do we use your personal data?

1. Research

We, our nominated sub-contractors or other companies within the Gocompare.com group of companies may use your personal data to carry out market research and statistical analysis, on a personalised or aggregated basis. This market research and statistical analysis may assist us (and any of Gocompare.com’s group companies) in improving our website and any services offered to you or other individuals in the future.

2. Prevention of Fraud

At Gocompare.com we carry out analysis and research using our customers’ personal data in order to prevent or detect fraud. Where we feel it is appropriate to do so, we may share personal data with fraud prevention agencies and, if necessary, the police. Those bodies may utilise that data to investigate or combat fraud.

We contribute personal data regarding fraud, fraudulent behaviour and misuse to a number of databases and registers that have been set up to detect or prevent fraud. We will also provide personal data to our business partners and other third parties such as the police, law enforcement or fraud prevention agencies where we believe it is reasonably necessary for the detection or prevention of fraud. We may also provide personal data to other third parties if the terms of a court order require us to do so. All data to be shared for these purposes will take place in accordance with data protection laws in the United Kingdom.

Please also see the section entitled Device Reputation.

3. Switch Information

We will utilise some of your personal data for the purpose of validating the completed switches data provided by Runpath or other third parties.

4. Transferring your data outside of the European Economic Area ("EEA")

Some processing of your personal data may be undertaken by nominated sub-contractors outside of the EEA. In these circumstances the processing will be undertaken in accordance with the provisions of the Data Protection Act 1998. Your use of our services will be considered to be an indication of your consent to this transfer.

Please note that Runpath and the energy providers may carry out some of their administrative services from outside of the EEA. Where this is the case it will be set out in their terms and conditions and privacy policy.

What communications will you receive from us?

1. Service Emails

After completing an application online via our energy website, you agree that you will receive an initial email from us. This email will confirm you have used our Energy Comparison Website and that your tariff results have been saved for you. Should you choose to switch provider, Runpath will send you a confirmation email containing details of your new tariff. Where appropriate we will also send you a reminder when your tariff is due to end. You cannot opt out of receiving these emails.

2. Marketing

We and other group companies may use your information to keep you informed by post, telephone, SMS, email or other electronic means such as via social and digital media about current and new products, services, offers and promotions which may be of interest to you. We, or a carefully selected third party may also use the personal data you supply to perform market research, contact you to ask for your feedback or to remind you when your tariff comes to an end.

We utilise a third party software and storage solution to analyse the personal data that you have provided to us in order to ensure that the marketing that you receive is as relevant and beneficial to you as possible. We retain full ownership of your personal data and ensure that it is secure at all times.

If you are not happy for your personal data to be used in this way, you can unsubscribe to remove your details from our contact list. If you have further queries with regards to your personal data, please feel free to contact us.

Click here to use our online contact forms or contact us in the following ways:

Email: unsubscribe@gocompare.com

In writing: Gocompare.com Limited
Imperial House, Imperial Way,
Newport, Gwent, NP10 8UH
United Kingdom

Telephone: 01633 654 019

Calls may be recorded for training, quality and monitoring purposes.

Please be aware that communications over the Internet, such as emails/webmails, are not secure unless they have been encrypted. Your communications may route through a number of countries before being delivered - this is the nature of the Internet. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

Data enrichment

We may:

  • share and match your personal data with other companies within the Gocompare.com group; and
  • may validate and analyse your personal data (in some cases, match it against information that has been collected by a third party),

to ensure that the personal data is as accurate, consistent and well-organised as possible and to help us to improve the products and services that we offer to you.

As well as ensuring that any marketing material that we send you is appropriate to your needs, this process also ensures that our services continue to be as personalised and customer-focused as possible. (We will only use third party data where the third party can show that the data was collected and processed with consent).

How does Runpath and the energy providers use your personal data?

Runpath will use your personal data to assess and rate energy usage prior to issuing tariffs to you via our Energy Comparison Website. Should you choose to switch energy provider, Runpath will pass your personal data to the energy provider for the purpose of completing the switch. Some energy providers may search external sources (e.g. the edited electoral roll, county court judgments, bankruptcy registers) to assess your application for accuracy. Searches of this kind may be recorded by credit agencies but they won't affect your credit rating. Please also refer to the section on credit searches below.

The personal data you provide may also be used for purposes such as fraud prevention or for internal analysis (such as monitoring customer demographics, market trends or pricing analysis).

Do we pass personal data to third parties

Except as set out in this Privacy Policy, we will not disclose any of your personal data to other parties without your permission unless we are legally required to do so by, for example, a court order, for the purposes of prevention of fraud or other crime, or by a regulator. Also see the section on Confidentiality below.

Monitoring

Monitoring or recording of your calls, emails, text messages and other communications may take place in accordance with UK law, and in particular for business purposes such as: for quality control and training; processing necessary for the entering into or the performance of a contract; to prevent unauthorised use of our telecommunication systems and websites; to ensure effective systems operation; to meet any legal obligation; in order to prevent or detect crime; and for the purposes of the legitimate interests of the data controller.

Please visit the following websites for further information www.ico.org.uk and www.bis.gov.uk.

Credit searches


While we do not carry out credit searches on our Energy Comparison Website, your chosen energy provider may do so prior to allowing you to switch. This may happen regardless of whether you switch via the internet or phone.

Many energy providers operate a credit scoring system and will carry out checks with credit reference agencies, fraud prevention agencies, and other public and privately available sources of information. These checks may include electoral roll and credit information. Please refer directly to the energy provider’s terms and conditions for more details.


Device reputation

To protect our customers, we use services provided by a third-party to help our business providers decide whether to accept transactions from personal computers, mobile phones or other devices that are used to visit our Energy Comparison Website. We may also use this service to help decide whether to allow these devices to use our services. The third-party service checks whether these devices have been identified with fraudulent or abusive transactions in the past, such as reported instances of identity theft, promotion abuse or credit card fraud.

When you complete a quote or other comparison through our Energy Comparison Website, we will transmit data concerning certain technical attributes of your device such as the model, operating system, and browser version, as well as its IP address and city, all of which are used to confirm device identification. If we conclude that a device has or may have been used in connection with fraudulent, suspicious or abusive activity involving us or our business partners, we may transmit additional information to the third party (including relevant email addresses, customer identification numbers, associated phone numbers, vehicle registration number, or password clue information) that are connected to a suspect device.

If you have questions about our use of this device reputation service, please email us on fraudinsight@gocompare.com.

Please also see the section entitled 'Prevention of fraud' found under 'How else do we use your data'.

Please also refer to the way in which our Energy Comparison Website uses cookies, which is set out in our Cookie Policy.

Confidentiality

i. We will endeavour to treat all your personal data as private and confidential. Other than under the terms of this Privacy Policy we will not disclose any personal data about you. Please be aware however that under certain circumstances we may be subject to a legal obligation to disclose personal data about you, or there may be a public duty to disclose personal data.

ii. Should you decide to complain about the service we have provided to you, we may be obliged to forward details about your complaint, including your personal data, to the relevant ombudsman. You can be assured that they are similarly obliged to adhere to data protection legislation and to keep your personal data strictly confidential.


Use of cookies

A cookie is a small piece of code, sent from a website sends to a user’s internet browser, which allows that website to track the user’s previous activity when they return to that website. The way in which our Energy Comparison Website uses cookies is set out in our Cookie Policy.

Law

This Privacy Policy is subject to the laws of England and Wales and the exclusive jurisdiction of their Courts.

Security

i. Website security

We use the industry standard secure sockets layer (SSL) 128-bit encryption technology to ensure that all your personal data and transactional information is encrypted before transmission. To check that you are in a secure area of our Energy Comparison Website look at the bottom of your browser and you will see a closed padlock. All this technology and our policies are to safeguard your privacy from unauthorised access or improper use and we will continue to update these measures as new technology becomes available.

ii. Third party site security

If you use links on our Energy Comparison Website that lead you to external websites (including when you link through to an energy provider), we will have no control over the way your personal data will be processed. As other websites may handle your personal data in a different way, we recommend that you check the privacy policies of each website that you visit.

Intellectual property

i. We and Runpath are the owner or the licensees of all intellectual property rights in our Energy Comparison Website and in the material published on it. This includes, but is not limited to, all trademarks, logos, business names, trading names, design rights, database rights, copyright and any other intellectual property rights.

ii. You may print, download or store extracts from our Energy Comparison Website provided always that:

  • It is used solely for your personal, non-commercial use;
  • You will not copy, transmit or distribute them without our prior written approval;
  • All copies must retain any copyright or other intellectual property notices contained within the original material;
  • You acknowledge that all images displayed on our Energy Comparison Website are protected by copyright and may not be reproduced or appropriated in any manner without the prior written consent of their respective owner(s);
  • No logos, trade marks or service marks displayed on our Energy Comparison Website may be printed or downloaded, except as part of the text of which they form part;
  • You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences, logos, designs or any graphics separately from any accompanying text; and
  • Our status (and that of any identified contributors) as the authors of material on our Energy Comparison Website must always be acknowledged.

iii. If you print off, copy or download any part of our Energy Comparison Website in breach of these terms of use, your right to use our Energy Comparison Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made (in whatever format).

Legal

i. These Terms and Conditions apply to your use of our Energy Comparison Website.

ii. By accessing our Energy Comparison Website you agree to be bound by these Terms and Conditions, together with our Privacy Policy and Cookie Policy. If you do not wish to be bound by them then you should stop using our Energy Comparison Website immediately.

iii. We reserve the right to change these Terms and Conditions from time to time and without notice. You should therefore check these Terms and Conditions each time you visit our Energy Comparison Website.

iv. If any part of these Terms and Conditions is subsequently considered to be illegal, invalid or unenforceable then that provision should be treated as having been deleted without affecting the validity of the remaining terms.

v. These Terms and Conditions (together with our Privacy Policy and Cookie Policy) represent the entire agreement between you and us relating to your use of our Energy Comparison Website. These terms also supersede any previous agreements, including previous terms and conditions of our Energy Comparison Website.

vi. These Terms and Conditions are subject to the laws of England and Wales and the exclusive jurisdiction of their Courts.

Runpath may enforce directly against you the benefit of these Terms and Conditions (together with our Privacy Policy and Cookie Policy) (including without limitation the “What are your responsibilities”, “What are our responsibilities?”, “How does Runpath and the energy providers use your personal data” and “Intellectual property” sections).

Energy Ts&cs 14/03/2017

This is the version number of our Energy Ts&cs