Privacy Policy

Welcome to Loop’s privacy policy. This privacy policy applies to your use of our websites www.loop.homes, www.loophome.app, www.trustpower.com and the Loop app. 

We respect your privacy and are committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data and tell you about your privacy rights and how the law protects you. 

By signing up to use our app, websites, or services, you are accepting and consenting to the practices described in this policy. 

For the purpose of the Data Protection Act 2018, we act as a data controller in relation to your personal data. We use data processors as listed under Section 9 who only process personal data in line with our instructions, unless it is required to do otherwise by law. 

1. Who we are and how to contact us

Loop is owned and operated by Trust Power Limited (we, our). We are a limited company registered in England and Wales under company number 10144503. Our registered office is at Hutwood Court Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB. 

Trust Power Limited is the data controller and is responsible for the personal data we collect through your use of our websites and the Loop app.

To provide our services to you, Procode Technology Limited, Hutwood Court, Bournemouth Road, Eastleigh, SO53 3QB is the partner we use to access your consumption data as part of the services that we are offering you.

If you need to contact our Data Protection Officer then you can do so by emailing privacy@loop.homes or writing to us at Data Protection Officer, Trust Power Limited, Hutwood Court Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB. Whilst we would prefer you contact us first you can also contact Procode’s Data Protection Officer by emailing Procodedpo@procode.email or writing to us at Procode, Hutwood Court, Bournemouth Road, Eastleigh, SO53 3QB.

To provide our services to you we will need to process your consumption data. This is done for the purposes of providing the Loop services to you.

We will process your consumption data where we have consent from you to do so. We will confirm you are still happy for us to process this data on a 2 year basis. We will also only hold onto and process this data for as long as you are a customer and then in compliance with our data retention standards.

If you have a type 2 device we will ask you if you consent to connect/ join that device. In these instances, we will, with your consent, process your data from the type 2 device, where you withdraw consent we will unjoin from your device.

If you decide that you do not want us to access and use your data then you can withdraw your consent to us accessing this data at any time.

If you would like to withdraw your consent, you can email privacy@loop.homes / remove it directly on our app where we provide you with our services / or write to us Data Protection Officer, Trust Power Limited, Hutwood Court Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB. When you do this, we will remove your consent from our platform in a timely manner.

2. Purpose of this privacy notice

Trust Power collects and processes your personal data through your use of our websites www.loop.homes, www.loophome.app, www.trustpower.com and the Loop app. 

These websites are not intended for children, and we do not knowingly collect data relating to children. 

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data.  This privacy policy supplements other notices and is not intended to override them.

3. How is your personal data collected?

We use different methods to collect data from and about you including through: 

• Direct interactions. You may give us personal data by filling in forms on our websites and app or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you: 

• signup to use the app and give consent to retrieve your smart meter data;  
• carrying out a price comparison; 
• subscribe to receive our updates; 

• participate in discussion boards or other social media functions on our service; 
• request marketing to be sent to you; or 
• make a general enquiry. 

• Automated technologies or interactions. As you interact with our websites and app, we may automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, pixels, server logs and other similar technologies. We may also receive technical data about you if you visit other websites employing our cookies. Further information about cookies can be found in our Cookies Policy.

4. The personal data we collect from you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). 

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows: 

• Identity Data includes name, address, credit or bank card details that you provide us. 
• Contact Data includes email address and telephone numbers that you provide us. 
• Log-in Details includes your username and password 
• Household Information includes information about your household such as the number of members information about the size of your home and roof details. 
• Energy usage includes information from your smart meter about your energy usage, patterns of usage, the energy supplier you have chosen, the cost of your energy usage and your property’s supply point reference number (MPAN). 
• Technical Data includes internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access these websites. 
• Usage Data includes information about how you use our websites and the Loop app. 
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences. 

5. How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances: 

• Where we need to perform the services we are about to enter into or have entered into with you. 
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests. 
• Where we have your consent. 
• Where we need to comply with a legal or regulatory obligation. 

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. 

6. Direct Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. 

Promotional communications from us when you are a Loop User 

We may use your Identity, Contact, Technical and Usage Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing). 

You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and, in each case, you have not opted out of receiving that marketing. 

Non-Loop Users 

If you do not use the Loop app, you may still sign up to our e-newsletter via our website. In this circumstance we will only send communications to you where we have your consent to do so. 

Third-party marketing 

We will get your express opt-in consent before we share your personal data with any company outside of Loop for marketing purposes. 

Opting out 

You always have a right to opt out of direct marketing. You can ask us to stop sending you marketing messages at any time by contacting us at any time. 

7. Keeping your personal data up to date

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us or if you move address. 

8. Third parties we use and share your personal data with

We use selected organisations to help us deliver the services to you. We may share your personal data with selected external third parties and may receive information about you from them, including: 

• Hosting providers, and other service providers that we use purely for the purposes of carrying out our obligations and exercising our rights; 
• Price comparison sites that we use to provide our tariff and energy price comparison service to you;
• Third parties who provide us with your Smart Meter data (provided you have asked us to obtain such Smart Meter data from them), in particular we may need to provide them with sufficient information to allow them to verify your identity and the fact that we are authorised to access your Smart Meter data;
• Third parties where you ask us to send your referral code to them, for example selected solar installers;
• We may share your personal information with any member of our company, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.
• Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, we will let you know. The new owners may use your personal data in the same way as set out in this privacy notice.
• Law enforcement agencies where we are required to do so by law. 

 We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions. We also use external third parties who are our processors and process personal data on our behalf. This includes out IT providers and other service providers. 

9. International transfers

Our data is hosted with the European Economic Area. 

If we do need to transfer your personal data out of the EEA or UK, and it is not transferred to a country that has been deemed to provide an adequate level of protection for personal data by the European Commission, we will ensure protection is afforded to it by ensuring at least one of the following safeguards is implemented: 

(a)  Use specific contracts approved by the European Commission which give personal data the same protection it has in the European Union. If you would like to obtain a copy of these contracts you can contact us. 

(b)   Where we use service providers based in the US, we may transfer personal data to them if they are certified under the EU-US Privacy Shield, which requires them to provide similar protection to personal data shared between the Europe and the US.

10. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality. 

11. How long will we keep your personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, audit or reporting requirements. 

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. 

Once every 24 months will we request a revalidation of your address and consent to collect, store and process your energy consumption, generation, and tariff information. 

If your user account is inactive for 24 or more months, we may terminate your account. Once your account is terminated, you acknowledge and agree that we will permanently delete your account and all the personal data associated with it. 

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you. 

12. Your rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. You can exercise any of these rights by contacting us. 

You can ask:

• that we provide you access to your information;
• that any inaccurate information we hold about you is corrected;
• that we delete information about you in certain situations;
• that we stop using your personal information for certain purposes;
• us to revisit decisions made about you by completely automated means;
• that personal data you have given us be provided to you in a common machine-readable format, or sent to a third party where this is technically feasible.

The rights set out above may apply in limited circumstances, and we may not always be able to comply with your request to exercise these rights. We will try to respond to a request to exercise your rights within one month. In some cases we may need to extend this timeframe by a maximum of two months, where this is required we will notify you without delay.

13. Your right to complain to the ICO

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

14. Changes to the Privacy Policy

We may change this Privacy Policy from time to time. If we make a significant change to how we use your information, we will inform you via email if you are a user of the Loop app or subscribe to our marketing emails, and a pop-up notice on our websites.