1. Introduction

At Curley & Haines Group (“we”, “us”, or “our”), we are committed to protecting your privacy and handling your data with transparency, integrity, and respect.This Privacy Policy explains how we collect, use, store, and protect personal information — particularly in the context of our work providing renewable energy solutions, PPAs, and consultancy services to UK businesses.

2. What Data We Collect

We may collect and store the following personal data:Business contact details: name, job title, business email address, phone number, company name
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- Form submissions from our website (e.g. newsletter signup, enquiry forms)
- Email interactions (e.g. cold outreach, campaign clicks)
- Meeting details (e.g. Calendly bookings, call notes)
- Website analytics (e.g. via Google Analytics or similar tools)
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We do not collect sensitive personal data (e.g. health, financial, or biometric data).

2. How We Collect Data

We collect data when:

• You complete a form on our website
• You interact with an email from us (via our CRM or email marketing tools)
• You speak to our team or book a meeting
• You engage with our newsletter or blog
• You visit our website (via cookies and analytics tools)

We may also source business contact data from trusted third-party providers for legitimate B2B prospecting purposes, in line with GDPR’s “legitimate interest” basis.

3. Why We Use Your Data

We only use your data for the following purposes:

• To respond to your enquiry or request
• To provide relevant energy consultancy services and proposals
• To keep you informed of news, insights, or regulatory changes (via our newsletter or direct email)
• To improve our website, content, and user experience
• To comply with legal or regulatory obligations

4. Legal Basis for Processing

We process personal data under one or more of the following legal grounds:

• Consent — e.g. when you opt into our newsletter
• Legitimate interest — e.g. for B2B sales outreach relevant to your role
• Contractual necessity — e.g. when discussing or delivering services
• Legal obligation — where required by law

5. Data Sharing & Third Parties

We do not sell or trade your personal data.
We may share limited data with trusted third-party service providers who support our operations, including:

• CRM platforms
• Email marketing tools (e.g. Instantly)
• Website analytics services (e.g. Google Analytics)
• Cloud storage platforms (e.g. Google Drive)

All partners operate under strict data protection agreements and comply with GDPR.

6. How We Store & Protect Your Data

We take data security seriously.

• All data is stored on encrypted, password-protected platforms
• Access is restricted to authorised personnel only
• We regularly review and update our data protection practices

7. Your Rights

You have the right to:

• Access the personal data we hold about you
• Request correction or deletion of your data
• Withdraw your consent at any time (e.g. unsubscribe from emails)
• Object to processing or request data portability

To exercise your rights, please email us at: privacy@chgroup.co.uk

8. Cookies & Analytics

We use cookies and similar tracking tools to improve site performance and understand user behaviour. By using our website, you consent to our use of cookies as outlined in our [Cookie Policy].
You can adjust cookie settings in your browser at any time.

9. Updates to This Policy

We may update this policy occasionally to reflect legal or operational changes. We encourage you to review this page periodically.

10. Contact Us

If you have any questions about this policy or how we handle data, please contact us:
Curley & Haines Group
Email: privacy@chgroup.co.uk
Address: Rotunda Buildings, Montpellier Exchange, Cheltenham, Gloucestershire, England, GL50 1SX

1. Purpose

We are committed to providing a professional, transparent and fair service. This Complaints Handling Procedure sets out how we manage complaints in accordance with the expectations of Ofgem, the Energy Ombudsman, and applicable UK legislation. As a Third Party Intermediary (TPI), we act as an introducer and broker between businesses and licensed energy suppliers. While we are not an energy supplier, we maintain a formal complaints process to ensure accountability and fair resolution.

2. What Data We Collect

We may collect and store the following personal data:Business contact details: name, job title, business email address, phone number, company name
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- Form submissions from our website (e.g. newsletter signup, enquiry forms)
- Email interactions (e.g. cold outreach, campaign clicks)
- Meeting details (e.g. Calendly bookings, call notes)
- Website analytics (e.g. via Google Analytics or similar tools)
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We do not collect sensitive personal data (e.g. health, financial, or biometric data).

2. What Is a Complaint?

A complaint is: “Any expression of dissatisfaction, whether oral or written, relating to our services, actions, or omissions.”

This may include (but is not limited to):
● Misunderstanding of contract terms
● Alleged misrepresentation
● Commission disclosure concerns
● Data handling concerns
● Billing or supplier interaction concerns

3. How to Make a Complaint

Complaints can be submitted through the following channels:
Email: james@chgroup.co.uk
‍Telephone: +44 754764 759
‍Post: Rotunda Buildings, Montpellier Exchange, Cheltenham, Gloucestershire, England, GL50 1SX

Please include:
● Your full name and company name
● Contact details
● Details of the complaint
● Relevant documentation (if applicable)
● What resolution you are seeking

We will acknowledge all complaints within 5 working days.

4. Our Complaints Process

Stage 1 – Acknowledgement
‍● Complaint logged internally
● Unique reference number assigned
● Written acknowledgement issued within 5 working days
● Complaint handler assigned (independent of the matter where possible)

Stage 2 – Investigation
‍We will:
● Review all relevant communications and documentation
● Contact relevant internal staff or third parties where required
● Assess compliance with regulatory standards and contractual obligations
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We aim to provide a full written response within 10–15 working days.
If additional time is required, we will notify you with an explanation.
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‍Stage 3 – Final Response
‍Within 8 weeks of receiving the complaint, we will issue:
● A Final Response Letter explaining our findings
● Our decision
● Any remedial action (if applicable)
● Information about escalation rights
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If we are unable resolve the complaint within 8 weeks, you may escalate the matter as outlined below.

5. Escalation to the Energy Ombudsman

If:
● You are dissatisfied with our Final Response, or
● 8 weeks have passed without resolution
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You may refer the complaint to: Energy Ombudsman

‍Website: https://www.ombudsman-services.org/sectors/energy
Telephone: 0330 440 1624
Email: enquiry@ombudsman-services.org

The Energy Ombudsman is an independent Alternative Dispute Resolution (ADR) body approved by Ofgem under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015.

The Ombudsman’s decision is binding on us if accepted by you.

6. Our Commitments

We commit to:
● Acting honestly and transparently
● Clearly disclosing our role as a TPI
● Explaining how we are remunerated (where applicable)
● Maintaining accurate records of all advice and introductions
● Treating complainants fairly and without discrimination
● Ensuring complaints are handled free of charge

7. Record Keeping

We maintain:
● A complaints register
● Full documentation of investigations
● Outcomes and remedial actions
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Records are retained in accordance with the Data Protection Act 2018 and UK GDPR requirements.

8. Data Protection

All personal data provided in relation to a complaint will be handled in accordance with:
● Data Protection Act 2018
● UK General Data Protection Regulation
Data will only be used for the purpose of investigating and resolving the complaint.

9. Accessibility

If you require this procedure in:
● Large print
● Alternative format
● Assistance due to vulnerability or accessibility needs
Please contact us and we will make reasonable adjustments.

10. Continuous Improvement

Complaints are reviewed at management level to:
● Identify recurring issues
● Improve internal processes
● Ensure regulatory compliance
● Improve customer outcomes