Privacy and Cookies

The privacy of So Energy customers is taken seriously. As part of our role as your energy supplier, we'll have access to some of your personal and sensitive information. This Privacy Policy lays out to you that when we collect personal information from you, either when you purchase one of our products, take one of our services, use our website or contact us, how we store and use your personal data as well as how you can access and manage the information that we hold.

Please read this Privacy Policy carefully. Once you use this web site or our services available via it you will be deemed to have read and consented to the uses of your personal data set out in this Privacy Policy. You will also be deemed to have read and accepted this Privacy Policy and the Web Site Terms and Conditions of use.

Rest assured we will always act with your interests in mind and not disclose any information to third parties unless required to by law or necessary to fulfil our duties as requested by you.

Under the Data Protection Act 1998, there are obligations on us about how we need to handle your personal information. We shall always ensure all personal data is collected in a fair and lawful manner and used only for specified purposes. We will always make sure that any personal data collected and held is relevant to the product or service provided. We will never hold personal data any longer than is necessary for the purpose and we will dispose of it appropriately when it is no longer required.

How we'll use your information

From time to time, we may use your information to:

  • Help us improve our website, services and products we have on offer.
  • Help prevent and monitor any debt, fraud and loss that may occur.
  • Make sure that our employees are trained properly as well as meeting our regulatory and legal responsibilities. Through this, we may monitor and record your calls, emails or webchat to do so.
  • Give you the services you've asked for, this may include any loyalty and incentive schemes that we operate
  • Get in touch with you about products and services that we or our partners are offering.

When we contact you, we may use your information whether this is via electronic communication or if we visit in person.

When we disclose your information

The reasons we may allow other people and organisations to use your information:

  • To give you the product or services you've requested. We may have to give information to one of your family members, household, anyone acting on your behalf or other people who have an interest (like landlords or letting agents).
  • To help find and prevent debt, fraud or loss.
  • We'll have to disclose your details if any unpaid debt is transferred to another organisation.
  • For legal or regulatory purposes such as our regulator, Ofgem.
  • As part of government data-sharing initiatives. like those designed to help people who are struggling to pay for heating and electricity.
  • As part of any loyalty or reward schemes
  • If you're leaving us as an energy customer, we'll pass on your information on to your new suppliers. This may include any special assistance requirements and information about you as an energy customer.
  • For each customer who requires extra care, this may be recorded and shared in line with the Energy Retail's Association procedures. This means that we could pass on this information with your gas transporter, metering agent or network operator.
  • We may pass your information on to organisations that supervise the industry. This may include organisations such as GasSafe and the Electrical Contractors Association (ECA).
  • If we are asked to provide information to the police or law enforcement agencies we will require them to provide a warrant, unless we feel that it is in the best interests of our customers or the public to provide the information without a warrant.

Occasionally, we may need to pass your information to our agents and service providers, this may involve people or organisations outside of the European Economic Area (EEA). The laws of some of the jurisdictions in which these people or organisations are located may not be as robust as those of the UK. We will endeavour to take all steps reasonably possible to ensure that your data is treated securely and in accordance with this Privacy Policy. Accordingly, we have put in place strong contractual commitments with these organisations to ensure that our data transfers made to them or their own suppliers comply with European data protection law or have ensured that they are signatories to European Union approved privacy principles such as the USA's Safe Harbor.

If you give us information on behalf of someone else, you're confirming that you have given them the information in this contained in this policy, and that they've agreed for us to use their information. If you give us any sensitive information either about yourself or other people you are also confirming that the person the information is about has agreed to the Privacy Policy.

How we protect your information

We follow strict security procedures to protect personal information. This includes following certain guidelines (for example, checking your identity when you phone us).

We recommend that you do not disclose your account login details to anyone. Please always remember to log out of your account when you have finished accessing your online account.

From time to time So Energy may include hypertext links to sites which are created by individuals and companies outside of So Energy. We do this when there is a particular relevance to the topic you're reading about and the site we take you to. Whilst we endeavour to check that the content of these sites is suitable, we cannot take any responsibility for the practices of the companies who publish the sites that we link to, nor the integrity of the content contained within them.

Our Website

We may use 'cookies' to monitor how people use our website. Cookies help us to understand how our customers and visitors use our website so we can make improvements to its design, layout and functionality. Short-term cookies are also able to recognise your computer and remember non-personal information each time you use the site, so you can just pick up where you left off each time.

A 'Cookie' is a piece of information stored on your computer that records how you've used a website. Don't worry they're completely anonymous and we don't store any personal information.

If you don't want us to use your cookies, you can change the settings of your browser preventing it from accepting cookies, or to notify you when a website tries to put a cookie on your computer. Please bear in mind, if you do disable this function, you might not be able to use some of the products or services on our website.

Have a look at our cookies policy to find out more about cookies and how to manage them.

More Information

We may amend this policy from time to time. When that happens, we'll publish the amended version on our website. If you have any questions about our Privacy and Cookies Policy please email us at

Cookies help us deliver our services. By using our services, you agree to our use of cookies.