Privacy notice

1. Important information and who we are

1.1. Purpose of this Privacy Notice

This Privacy Notice aims to give you information on how GRIDSERVE uses and protects the personal data that it collects when you:

visit the website(s), self-service portal(s), and/or any mobile apps operated by GRIDSERVE;
complete a survey, give us feedback, or respond to a social media post;
use an EV Charging Facility operated by GRIDSERVE to recharge your electric vehicle; and/or
visit one of our Electric Forecourts®.

It is important that you read this Privacy Notice so that you are fully aware of how and why we are using your data, and the rights you have relating to that use.

As our products and services are aimed primarily at drivers of electric vehicles, the GRIDSERVE website and GRIDSERVE app are intended to be used by persons over 18 years of age; they are not intended for children, and we do not knowingly collect data relating to children.

1.2. What is personal data?

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

1.3. Data Controller

In this Privacy Notice whenever we use the words ‘GRIDSERVE’, ‘we’, ‘us’, or ‘our’ we are referring to a group of companies comprising GRIDSERVE Sustainable Energy Limited, a company incorporated and registered in England and Wales at Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN, with company number 10977981, and each of its subsidiary companies registered with the Information Commissioner’s Office as a data controller (which all have their registered office at the same address). Each company performs a different service, as set out below, but they may share certain internal functions (such as HR and IT), so when you interact with GRIDSERVE your data may be collected by, and/or shared among, a number of these companies to provide you with the relevant service. Each company acts as a Joint Controller of your personal data and this Privacy Notice covers the data processing activities of all the companies.

GRIDSERVE SUSTAINABLE ENERGY Limited (ICO Reg. No. ZA775429) – The parent company of the below entities.
GRIDSERVE UK OMM Limited (ICO Reg. No. ZA775428) – The company which operates, maintains, and manages GRIDSERVE premises and assets, including the vehicle chargers which are operated by other GRIDSERVE subsidiary companies.
GRIDSERVE EMEA DEPC Limited (ICO Reg. No. ZA775427) – This company employs GRIDSERVE staff and is registered with the ICO for the purpose of processing employee data.
GRIDSERVE Electric Hubs Limited (ICO Reg. No. ZB334588) – The company which operates the GRIDSERVE electric vehicle chargers not situated in one of our Electric Forecourts® or part of the Electric Highway® network.
GRIDSERVE Retail Limited (ICO Reg. No. ZB612235) – The intermediate parent company of each of the GRIDSERVE Electric Forecourt® companies.
GRIDSERVE Technologies Limited (ICO Reg. No. ZB261807) – The company which operates, maintains, and manages GRIDSERVE SCADA (supervisory control and data acquisition) systems, and vehicle telematics devices operated by other GRIDSERVE subsidiary companies.
Braintree Electric Forecourt Limited (ICO Reg. No. ZA775432) – The company which operates the Electric Forecourt® in Braintree, Essex.
Norwich East Electric Forecourt Limited (ICO Reg. No. ZB331062) – The company which operates the Electric Forecourt® in Postwick, Norwich.
Gatwick Electric Forecourt Limited (ICO Reg. No. ZB666585) – The company which operates the Electric Forecourt® in London Gatwick Airport, West Sussex.
Stevenage Electric Forecourt Limited (ICO Reg. No. ZB818562) – The company which operates the Electric Forecourt® in Knebworth Park, Stevenage.
The Electric Highway Company Limited (ICO Reg. No. ZA021417) – The company which operates a network of GRIDSERVE electric vehicle chargers situated mainly in motorway service areas.

1.4. Contact Details

We have appointed a Data Protection Compliance Officer who is responsible for overseeing our use of your personal data and the contents of this Privacy Notice. If you have any questions about this Privacy Notice, how we use your data, or if you wish to exercise any of your legal rights (as set out in section 9), please contact the Data Protection Compliance Officer using the details set out below:

By email: privacy@gridserve.com
By post: Data Protection Compliance Officer, GRIDSERVE Sustainable Energy Limited, Units 9 & 10 Westerngate, Hillmead Enterprise Park, Swindon, SN5 5WN

If you have a complaint about how we use your data, and we are unable to resolve it, you have the right to raise the matter with the Information Commissioner’s Office (ICO), the UK’s independent body set up to uphold information rights (www.ico.org.uk).

1.5. Your responsibilities

It is important that the personal data we hold about you is accurate and up to date. So please keep us informed if your personal data changes during your relationship with us.

1.6. Third-party links

Our website and/or apps may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for the ways in which they may use your personal data. When you leave our website (or app), we encourage you to read the privacy notice of every website/app you visit.

2. In a hurry?

It’s important that you read this Privacy Notice in full to properly understand what information we collect, how we may use it, and what your rights are – but if you don’t have time to read it all now, here’s a brief summary:

We collect information that is either personal data (information about you) or non-personal data (such as web pages accessed).
We collect information about our customers, individuals who visit our sites or premises, website visitors, app users, correspondents, and others who interact with us, and our employees.
We collect information to provide services or goods, to provide information, for administration, research, and analysis, improve the services we offer, ensure our website and app are functioning correctly, and for the prevention/detection of crime.
We only collect the information that we need in our quest to provide the best possible service.
We do our very best to keep personal information secure. For example, we use a secure internet connection whenever we collect personal data online.
Information is stored by us on cloud computers located in the UK. We may also process your data in other countries outside the UK but only where there is an adequate level of protection for personal data, or where the processing is controlled by appropriate contractual arrangements.
We never sell your data, and we will never share it with another company for their own marketing purposes.
We only share data where we are required by law or with carefully selected partners who do work for us. We may also share CCTV recorded images with business partners who operate within or adjacent to GRIDSERVE premises. All our partners are required by their contract or terms of service to treat your data as carefully as we would, to use it only as we instruct them to, and to allow us to check that they do this.
Our website and App use cookies – for more information see our Cookies Policy.
You have a number of rights relating to the use of your data, these are set out in full in Section 9.

These are the basic details, but don’t forget to come back later and read the full Privacy Notice (below), so you’ve got all the details you need.

3. Information we collect about you, how we use it and why

3.1. Information we collect

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

Identity Data includes any or all of first name(s), last name(s), username or similar identifier, marital status, title, date of birth, and gender.
Contact Data includes any or all of billing address, delivery address, email address, and telephone number(s).
Financial Data includes any or all of bank account and payment card details.
Marketing and Communications Data includes your preferences in receiving marketing from us (and our third parties) and your preferred method(s) of communication.
Profile Data includes any or all of your username and password, purchases or orders made by you, your interests, preferences, feedback, and survey responses.
Surveillance Data includes images captured by CCTV (and similar surveillance systems) if the individuals in the images can be identified. This data may also include the date and time you visited the location and details such as the make, model, and registration number of your vehicle.
Transaction Data includes any or all of details about payments to and from you and details of products and services you have purchased from us.
Technical Data includes any or all of internet protocol (IP) address, your login data, device type, 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 our website and/or apps.
Usage Data includes any or all of information about how you use our website, app, products, and services.
Vehicle Data includes data collected automatically from your vehicle when it is plugged in to charge at a GRIDSERVE charger, which may be linked to you and/or one of your payment methods, for example, to enable auto-charge via the app.

3.2. Aggregated Data

We collect, use, and share ‘aggregated data’ such as data relating to vehicle makes and models, statistical or demographic data for any purpose. Aggregated data could be derived from your personal data but is not considered personal data as it does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website or app feature. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data, which will be used by the terms of this privacy notice.

3.3. Sensitive Data

We do not collect any ‘special categories’ of personal data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions or offences (except where the commission of an offence may be captured by our CCTV system).

3.4. If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have entered into or are negotiating with you, then if you fail to provide that data when requested, we may not be able to perform the contract (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us.

3.5. 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 your Identity, Contact, Profile, and/or Financial Data by filling in forms or by corresponding with us by post, telephone, email, or otherwise. This includes personal data you provide when you:
- Apply for, or purchase products or services from GRIDSERVE.
- Create an account on our website or app.
- Request marketing to be sent to you.
- Enter a competition, promotion, or survey.
- Give us feedback or contact us.
Automated technologies or interactions: As you interact with our website or app, we may automatically collect Technical Data about your equipment, browsing actions, and patterns. We may collect this personal data by using cookies and other similar technologies.
Third parties or publicly available sources: We will receive personal data about you from various third parties and public sources as set out below:
- Analytics providers (such as Google).
- Advertising networks and search information providers.
- Contact, Financial, and Transaction Data from providers of technical, payment, and delivery services.
- Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register.

4. Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We will only send marketing emails or text messages:

After we have obtained your specific consent; or
Where we have obtained your email address in the course of providing, or negotiating the provision of, goods or services and the marketing email/text message relates to similar goods or services provided by us. You will be informed, and given the opportunity to object to, this use of your Contact Data at the time it is collected.

You have the right to withdraw your consent at any time. You can do this by clicking the ‘unsubscribe’ link which will be in every marketing email we send or by contacting us using the details in Section 1.4 above.

5. Disclosure of your personal information

5.1. Sharing your data

We may share your personal data with the parties set out below for the purposes set out in Section 3.6 above:

Internal Third Parties: Other companies in the GRIDSERVE Group acting as ‘joint controllers’ or ‘data processors’.
External Third Parties:
- Third-party service providers (subject to a contract which controls how they use your data).
- Professional advisers acting as data processors or joint controllers (including lawyers, bankers, auditors, and insurers who provide consultancy, banking, legal, insurance, and accounting services).
- HM Revenue & Customs, regulators (e.g., Information Commissioner’s Office (ICO)) and other authorities acting as data processors or joint controllers based in the UK who require reporting of processing activities in certain circumstances.
- 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, then the new owners may use your personal data in the same way as set out in this Privacy Notice.

CCTV surveillance images may also be shared with law enforcement agencies and with business partners operating within, or adjacent to, GRIDSERVE premises, provided:

They have demonstrated to us a valid legal basis for their use of the data; and
That use is compatible with a purpose specified in our CCTV Procedure as a legitimate purpose for GRIDSERVE’s use of the data.

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.

6. International transfers

We may transfer your personal data outside the UK. Whenever we do this, to ensure that your data is adequately protected and your personal data rights are maintained, we will ensure that either:

It is to a country where the laws provide an equivalent level of protection for personal data; or
We put in place appropriate safeguards, such as binding contracts which incorporate terms approved by the Information Commissioner’s Office.

7. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorized way, altered, or disclosed. 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 are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you if a breach occurs which presents a risk to your rights and freedoms.

8. Data retention

We will only retain your personal data for as long as necessary to fulfill the purposes we collected it for and, where relevant, for the purpose of satisfying any legal, regulatory, tax, accounting, or reporting requirements (in which case it may be retained for up to six years). We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect of our relationship with you.

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

9. Your legal rights

You have a number of rights under data protection laws in relation to your personal data, which are set out below. You will not have to pay a fee to exercise any of these rights, although we may charge a reasonable fee or refuse to comply if your request is clearly unfounded, repetitive, or excessive. We try to respond to all legitimate requests within one month. Occasionally, it could take us longer than a month if your request is particularly complex or you have made a number of requests; if this is the case, we will notify you and keep you updated.

The rights you have in relation to your personal data are:

Right of access: Obtain confirmation as to whether or not we are processing your personal data and receive a copy of the personal data we hold.
Right to rectification: Request correction of inaccurate or incomplete data.
Right to erasure: Request deletion of your data in certain circumstances.
Right to restrict processing: Request a restriction on how your data is used in specific scenarios.
Right to data portability: Request transfer of your data to you or a third party in a structured, commonly used, machine-readable format.
Right to object: Object to the processing of your personal data where we are relying on legitimate interests, or for direct marketing purposes, including profiling.
Right not to be subject to automated decision making: Prevent decisions made solely based on automated processing that affect you.

Where we are relying on consent to process your personal data, you also have the right to withdraw consent at any time. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us using the details in Section 1.4. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights); this is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Last updated November 2024.

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