Not only are we committed to giving you the best possible service, we’re also committed to making sure your privacy is protected.

Our Privacy Policy has been created to let you know the following:

  • How we collect your personal information
  • What we use your personal information for
  • How and to whom we disclose your personal information
  • How we protect your personal information
  • How your personal information can be accessed

Within this Policy, by you, we mean the person who either signed up for an energy tariff, owns or rents a property which we supply, or is a secondary account holder on a customer’s account.

We, us or our is Gas & Power Limited. When supplying energy, we trade under the name HUB energy. When we refer to HUB energy, we are also referring to Gas & Power Limited.

If we make any changes to this Policy, this page will be updated. If the changes are significant, we’ll also contact you by email to inform you of the changes.


1. How we handle your personal information

What data we collect

Throughout your time as a customer, or during the process of becoming a customer, we’ll collect a range of information about you, including:

  • Your name
  • Telephone number
  • Email address
  • Postal address
  • Date of birth
  • Bank details

This information will be used to deliver the services we offer and to allow us to analyse the types of customers who use our services.

When we collect data

Your data could be collected at various points in your time as a HUB energy customer. This includes when you apply to join us or if you contact us for whatever reason. This isn’t just for our records; we also use this information to improve the services we provide to our customers.

How we use your information

We use your personal information for a number of reasons:

  • To provide services to you
  • To contact you
  • To request feedback
  • To train our staff and improve our services
  • To analyse the kinds of customers we have
  • To prevent fraud and money laundering

For some parts of our service such as customer services and debt management, we work with outsourcers who will also be able to access your personal information. All outsourcers with whom we work will follow strict data protection guidelines and adhere to all necessary data protection policies.

Our staff are fully trained in how to protect customer information and follow our customer handling guidelines to ensure we identify customers before sharing any personal information.

We will not share your information for any other reason without your prior consent, unless we are requested to do so by our regulator, Ofgem.

Disclosing information outside the EU

Sometimes the outsourcers we share your information with may have operations outside of the European Economic Area (EEA) in countries that do not have the same standards or protection for personal information as the UK.  If we, our agents or our service providers do this, we’ll always make sure that these organisations will secure your personal information.


When you first apply to be a customer, we’ll ask if you want to receive information from us about other products and services which we think will be of interest to you. We’ll also ask you how you’d like to hear about these products and services.

If you would like to be contacted, we’ll tell you about new products, offers and promotions from HUB. We will not share your information with any other organisations outside of HUB energy, without asking you first.

If at any time you decide you do not wish to receive marketing communications, you can contact us and we will change your contact preferences.


During the switching process, we will contact your existing energy supplier and ask them to provide personal information about you which will allow us to become your new supplier. In the same way, if you decide to leave us, your new supplier will request that we provide them with your personal information too.


Priority Services Register or special needs

As a responsible supplier, we assess our customers to identify if we feel they require any additional care or support. This could be because of their age, health, disability or financial circumstances. When we collect this information, we may share it with some or all of the following:

  • Another energy supplier, should you decide to join them
  • The outsourcers we work with to provide our services
  • The electrical distributors and gas network operator

Accessing your online account

Once you have set up your My HUB online account, do not share your login details with anyone. At no point will we ask you to tell us your login details.

Accessing your personal information

If you have a specific question about the personal information we have on our records, contact us and we will help you with your query.

Alternatively, you can access a record of all the personal information we have collected about you by making a Freedom of Information request, which will cost £10 to process.

Full details of how to contact us to make a Freedom of Information request can be found here.


2. How we use cookies


What are cookies

A cookie is a piece of information stored in a small file which is sent to and from web pages. They can be used to identify that you've visited websites before and some will be stored on your computer by your web browser. They are anonymous, so they don't store any personal information of any kind.

How do we use cookies?

We use cookies to understand how people use our websites and to help us to make your experience of our websites better.


Our website

We use short-term cookies to recognise your computer, tablet or mobile device as you move around our site and to remember any information you have entered into search boxes for next time you visit us.


Measuring web traffic

We use programs such as Google Analytics and to help us find out:

  • How many people visit our websites.
  • Which pages and parts are most popular.
  • How long people spend in each area
  • What information people are searching for.
  • These insights help us understand how to improve our websites.

Google Analytics uses cookies to collect non-personally identifiable information like:

  • Browser types
  • Operating systems
  • Referring sites that sent you to us
  • The date and time of a visit.


How can you manage cookies and where can you find further information?

If you don’t want us to use cookies in your web browser, you can remove them from your computer or change your browser settings so that it either blocks cookies altogether or asks you if you’d like to accept them from some websites.