Version: 28 October 2026
This policy explains how Spark Energy UK Ltd, trading as Spark (“we”, “us” or “our”), collects and uses personal information when you visit our websites, make an enquiry, request a quotation, purchase a system or receive support.
It covers our customer-facing websites and enquiry forms, including sparkhome.co.uk and savings.sparkhome.co.uk, and our sales, installation and aftercare activities.
1. Who we are and how to contact us
Spark Energy UK Ltd is the controller responsible for the personal information described in this policy.
Company number: 14381786
Address: St. Pegs Mill, Thornhill Beck Lane, Brighouse, HD6 4AH
Email: hello@sparkhome.co.uk
Telephone: 0330 818 7273
Please contact us using these details for privacy enquiries, concerns or requests about your personal information. You do not need to use a particular form or legal wording.
2. Information we collect
The information we collect depends on your enquiry and the services you receive. It may include:
- Contact information: your name, address, email address, telephone number and details of anyone you authorise to act for you.
- Property and installation information: photographs, roof layouts, surveys, electrical arrangements, access requirements and other information needed to design and install your system.
- Energy information: electricity bills, consumption, tariffs, meter details and information used to estimate generation, savings and suitable system sizes.
- Quotation and order information: proposed designs, equipment selections, quotations, contracts, signatures, appointments and payment records.
- Finance information: information needed to introduce you to a finance provider and administer the progress of your application or financed installation.
- Communications: emails, messages, call recordings, transcripts, summaries and notes of our discussions.
- Installation and aftercare records: commissioning results, certification, handover documents, warranty information, service requests and complaints.
- System information: equipment details, operating data and diagnostic information available through the manufacturer’s platform where your system is shared with us.
- Support needs: information you choose to provide about accessibility, communication needs or health-related adjustments.
- Website and advertising information: IP address, device and browser information, website activity, advertising click references, enquiry sources and privacy or marketing preferences.
We collect information relevant to the service or purpose concerned. We do not need your full medical history or unrelated personal information.
3. Where information comes from
Most information comes directly from you through our websites, enquiry forms, telephone calls, appointments and correspondence.
We also receive relevant information from:
- People you authorise to act for you.
- Surveyors, installers and other partners working on your installation.
- Equipment manufacturers and their support platforms.
- Distribution network operators.
- Certification, inspection and consumer-protection organisations.
- Finance partners involved in your application or order.
Our design tools also use mapping, aerial imagery and relevant property information.
4. Why we use your information
Data protection law requires us to have a lawful basis for using personal information. The basis depends on the activity.
| Purpose | Lawful basis |
|---|---|
| Responding to your enquiry, discussing your requirements, arranging appointments and preparing a quotation | Taking steps at your request before entering into a contract |
| Designing and installing your system, administering your order and payments, and providing agreed aftercare | Performing our contract with you |
| Recording important discussions, maintaining accurate customer records, reviewing service quality and investigating complaints | Our legitimate interests in providing reliable services and maintaining evidence of our dealings |
| Keeping records needed for warranties, resolving disputes and establishing or defending legal claims | Performing our contractual obligations and our legitimate interests in supporting customers and protecting our legal position, as applicable |
| Meeting accounting, tax and other duties imposed by law | Compliance with a legal obligation |
| Arranging certification, scheme registration and customer protection | Performing our contract or our legitimate interests in providing appropriately certified and protected installations |
| Protecting our systems, preventing fraud and maintaining business security | Our legitimate interests in protecting customers and our business |
| Sending promotional communications | Consent where required, or our legitimate interests where the applicable marketing rules permit this |
| Advertising tracking and associated conversion measurement | Consent |
| Recording and using health information to arrange support | Your explicit consent, unless a specific alternative legal basis and special-category condition apply |
Where we rely on legitimate interests, we consider the purpose, necessity and effect on your rights and reasonable expectations. You can contact us for further information or to object.
If information is necessary to prepare a quotation, fulfil your order or meet a legal requirement, withholding it may prevent us from providing the relevant service. We will explain this where it applies.
Optional marketing permission is not a condition of purchasing from Spark.
5. Calls, recordings and AI-assisted processing
We may record customer calls and use automated transcription and AI-generated summaries to maintain records, support our staff, review service quality and deal with queries or complaints.
This includes the post-sale care call, which records our discussion of your order, products, payment arrangements, important explanations and acknowledgements.
Our systems include Amazon Connect for call transcription and summaries. We also use business AI services, including ChatGPT Business and Claude Business, to assist with relevant administrative work, correspondence and information processing.
These activities may involve processing relevant call content, transcripts, correspondence or customer records. Information used for these purposes remains subject to this policy.
We have enabled the setting that opts our Amazon Connect content out of AWS’s optional service-improvement use.
Automated transcripts and summaries can contain errors. Please contact us if you believe a record is inaccurate or want a member of staff to review an issue.
If you have concerns about recording or AI-assisted processing, tell us so we can discuss your request and any available alternatives.
6. Additional support and health information
You may tell us about accessibility, communication or other needs so we can make appropriate arrangements.
We aim to record the practical assistance required rather than unnecessary medical or personal detail. Where we need to record and use health information for this purpose, we will explain what is needed, why it is needed and who requires access, and ask for your explicit permission.
Permission can be given verbally and recorded. You can decline or withdraw it by contacting us. We will discuss how we can support you without retaining unnecessary health information.
Relevant information is shared only with staff or service partners who need it to provide the agreed support. This may include the installation team.
These requirements also apply where health information appears in call recordings, transcripts or summaries. Such information is not used for advertising.
If we need to retain particular information after permission is withdrawn, we must have a separate lawful reason and, where required, an applicable condition for using health information. We will explain this where it affects your request.
7. Who we share information with
We share relevant information with organisations that help us provide our services or fulfil the purposes described in this policy.
These include:
- Business systems and hosting providers: SparkOS and its hosting provider, Amazon Web Services, together with Microsoft and other systems used to administer our services.
- Enquiry and communication providers: Leadform.io, Connex, Amazon Connect and Aircall.
- Design and integration providers: Pylon and Zapier.
- Business AI providers: OpenAI and Anthropic, through the business services described above.
- Surveyors, installers and service partners: where they need information to assess, install, inspect or support your system.
- Equipment manufacturers: including EcoFlow, for commissioning, account connection, diagnostics, support and warranty matters.
- Network operators and scheme organisations: including the relevant distribution network operator, MCS, HIES and EPVS, where applicable.
- Finance partners: the broker or lender involved where you choose to explore or arrange finance.
- Advertising platforms: Meta and Google for the advertising measurement described in section 10.
- Professional and regulatory recipients: advisers, insurers, regulators, dispute-resolution bodies and courts where relevant and lawful.
We limit the information shared to what is appropriate for the purpose.
Providers processing information on our behalf are required to act under appropriate instructions and contractual protections. Some recipients, such as lenders, manufacturers and scheme bodies, also act as independent controllers for their own responsibilities. Their privacy information explains those uses.
We do not pass your enquiry to other sales or installation businesses so they can contact you with their own offers.
8. Manufacturer services and remote monitoring
Where your system is shared with Spark through the manufacturer’s platform, we use the available equipment and operating information to provide agreed monitoring and support.
The manufacturer operates its own platform and application. Its privacy policy explains how it uses your account and system information separately from Spark.
You can remove Spark’s access through the relevant platform or contact us for assistance. Removing access prevents us from viewing your system remotely and may affect the remote support we can provide.
It does not automatically erase installation, warranty or support records we still need for the purposes described in this policy.
9. Contact about your enquiry and marketing
When you request a quotation, we use your contact details to send it to you, discuss your enquiry and arrange relevant next steps.
We also send necessary communications about appointments, orders, installation, payments and aftercare.
Further promotional emails are separate. We send these only where we have the permission required by electronic marketing law.
We may make follow-up marketing calls where permitted, taking account of your requests, our internal records of objections and applicable Telephone Preference Service rules.
You can ask us to stop marketing at any time by:
- Using the unsubscribe option in a marketing email.
- Telling the member of staff who contacts you.
- Contacting us using the details in section 1.
We will stop using your information for direct marketing when you object. We may retain a limited record of your objection so we can continue to respect it.
Opting out of marketing does not prevent necessary communications about an existing order or service. Retaining an enquiry does not, by itself, give us permission to send marketing.
10. Cookies, advertising and conversion measurement
Our websites use cookies and similar technologies for functions such as operating the website, remembering choices and measuring website or advertising activity.
Where consent is required, you can accept or reject the relevant technologies through the website’s privacy controls.
We use Meta and Google to measure the effectiveness of our advertising. This can involve reporting that an advertising interaction resulted in an enquiry or sale, using an advertising click reference and relevant customer identifiers, such as name, email address or telephone number.
Some identifiers may be converted into a coded value before matching, a process known as hashing. Hashed identifiers remain personal information where they can be matched to an individual.
Our conversion-upload process depends on the advertising click reference. Where advertising tracking is rejected, that reference is not collected and the corresponding customer conversion upload is not sent to the platform.
You can change your advertising choices through the relevant website controls. You can also contact us about your information or withdraw consent to processing that relies on it. Withdrawal does not invalidate processing carried out lawfully beforehand.
Necessary website functions and our ability to respond to your enquiry do not depend on accepting optional advertising tracking.
11. Where information is processed
SparkOS is hosted using Amazon Web Services in London.
Other providers may process information, provide support or allow authorised access from outside the UK. London hosting for SparkOS does not mean every service we use processes information exclusively in the UK.
Where a transfer is subject to the UK’s international-transfer rules, we require an applicable legal transfer mechanism. Depending on the recipient and destination, this may involve:
- UK recognition that the destination or relevant arrangement provides adequate protection.
- Appropriate contractual safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses, together with any necessary additional measures.
You can contact us for information about the safeguards relevant to your information and how to obtain a copy or explanation of them.
12. How long we keep information
We keep personal information for as long as it is needed for the relevant purpose, taking account of our services, warranties, legal obligations and any complaints or claims.
Our normal retention periods are:
| Information | Normal retention |
|---|---|
| Unsuccessful enquiries and quotations | Up to 24 months from your last substantive interaction with us |
| Routine enquiry and administrative call recordings and transcripts | Up to 12 months from the call, unless a specific record is needed for an order, complaint or claim |
| Care-call recordings and other selected evidence of important sales explanations | Normally six years after installation or cancellation, with longer retention only where specifically justified |
| Core contracts, designs, installation evidence, commissioning records, certification and warranty records | For the applicable support or warranty period, which may be up to 30 years from installation |
| Accounting and tax records | Normally six years from the end of the financial year to which they relate, or longer where required by law |
| Complaint records | Normally six years after closure, subject to any applicable legal or regulatory requirement or continuing claim |
| Health or additional-support information | Only for as long as needed to make and provide the relevant arrangements, unless a separate lawful reason requires particular information to be retained |
| Marketing objections and consent records | For as long as needed to respect your choices and demonstrate the relevant permission |
| Technical, monitoring and diagnostic records | According to the monitoring or support purpose, keeping information needed for a particular fault, warranty matter or claim only for the relevant period |
The 24-month enquiry period reflects the time customers may take to reconsider an installation or changes in their energy needs. Sending you an unanswered marketing message does not restart that period.
Long-term warranty retention applies to necessary evidence. It does not mean we keep every recording, health note, marketing record or piece of correspondence for 30 years.
Where a complaint, investigation, legal requirement or claim justifies longer retention, we retain the relevant information rather than the entire customer record without distinction.
Information that is no longer needed is deleted or anonymised. Manufacturers and other independent controllers apply their own retention arrangements to information they control.
13. Protecting your information
We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.
Access is limited according to the work people need to carry out. We also require appropriate protections from providers processing information on our behalf.
If a personal data breach requires notification under data protection law, we will notify the relevant authority and affected individuals as required.
14. Your rights
Depending on the circumstances, you have the right to:
- Obtain access to your personal information and a copy of it.
- Ask us to correct inaccurate or incomplete information.
- Ask us to erase information where there is no lawful reason to continue holding it.
- Ask us to restrict particular uses of your information.
- Object to processing based on legitimate interests.
- Receive certain information in a portable format.
- Withdraw consent where we rely on it.
You have an absolute right to object to the use of your information for direct marketing, including profiling connected with that marketing.
Other rights may depend on the circumstances. For example, an erasure request does not automatically require us to delete records we must retain by law or need for an applicable legal claim. We will explain any relevant limitation.
You also have rights relating to certain significant decisions made solely through automated processing, including applicable rights to human intervention and to challenge a decision.
To exercise your rights, contact us using the details in section 1. We may ask for proportionate information to verify your identity or authority to act for someone else.
We respond without undue delay and normally within one calendar month. Where the law permits an extension or a pause to obtain necessary information, we will explain this.
Requests are normally free. We may charge a reasonable fee or refuse a request only in the limited circumstances permitted by law.
15. Privacy complaints
If you are unhappy with how we have handled your personal information, please contact us using the details in section 1.
We will acknowledge your privacy complaint within 30 days, investigate it, keep you informed and explain the outcome without undue delay.
You can also complain to the Information Commissioner’s Office:
Website: ico.org.uk/make-a-complaint
Telephone: 0303 123 1113
For complaints about an installation, service or finance matter, our separate Complaints Procedure explains the relevant process. A complaint involving personal information will also be handled under the applicable data protection requirements.
16. Changes to this policy
We may update this policy when our services, systems or legal obligations change. The version date will show when it was last updated.
Where a change materially affects how we use your information, we will provide appropriate notice. Updating this policy does not replace any consent or other permission required for a new use.