Privacy policy

What we collect

When you use Switch we may collect: your postcode, household usage estimates (e.g. annual kWh), basic contact details (name, email, phone) when you request a quote or join our newsletter, and standard analytics data (browser, device, pages visited).

How we use it

We use your data to (i) return personalised comparison results, (ii) pass your details to a chosen supplier when you ask us to set up a switch, (iii) email you the results of a quote, and (iv) measure how the site performs so we can improve it.

Who we share it with

Suppliers only see your details when you have explicitly asked us to forward them, for example when you click "Switch" on a tariff. We never sell your data to third parties for advertising. We use industry-standard analytics (Google Analytics) and error reporting (Sentry). Both are configured to anonymise IP addresses. We also store a first-party log of public page views (path, referrer, campaign tags, browser type, and a random id held in session storage). IP addresses in that log are shortened and hashed; names and emails are not stored. Page-view rows are deleted after 60 days.

Squid AI, our deals helper

When you chat with Squid AI we store the conversation (your questions, Squid AI's replies, which deals it showed and which you clicked), the page you opened it on, your browser type and a one-way hash of your IP address, so we can improve our deals and stop abuse. Before we store a chat we automatically mask email addresses, phone numbers, full postcodes, and card, account and sort-code numbers. Automatic masking can miss unusual formats, so please don't type personal or financial details into the chat. Chats are deleted 12 months after your last message. Squid answers from the deals and pages on SwitchSquid only; it runs on Anthropic's Claude AI service, which processes your messages to generate replies. We analyse questions in aggregate (with personal details removed) to improve answers and our guides.

To prevent abuse and fraud we also keep your full IP address with the chat for 30 days, then delete it automatically. Our lawful basis is our legitimate interest in keeping Squid AI safe for everyone. Only our administrators can see it, and it is never exported or used for marketing. Messages with offensive or abusive language are refused before they reach the AI: we record that the chat was flagged and the type of language (not the words themselves in our reports), and repeated refusals pause Squid for that connection until the next day.

Squid AI's optional form can email you deals, set a price alert, or remind you before your fixed energy deal ends. If you use it we store only what you give us: your email address, a mobile number if you add one, your name if you add it, and for an energy reminder the month your fix ends, your supplier if you choose one and the first part of your postcode (for example "B15"), never your full address. We also store what you were looking for and the exact consent wording you agreed to. We use these details only to send what you asked for, by email (or text, if you added a number); for an energy reminder, that reminder email is the service you asked for. We don't share these details with energy suppliers, brokers or anyone else, and we won't phone you unless you ask us to. Marketing is a separate, optional box: if you tick it we email you a link to confirm, and we only send marketing once you have pressed Confirm (double opt-in). You can unsubscribe at any time.

In messages you send in that chat after leaving your details, your email address and phone number are kept unmasked so we can follow up; card, account and sort-code numbers and postcodes are still masked. These details are deleted after 24 months.

If you ask Squid AI for a free call back, we store your name, phone number, email address if you add one, the time that suits you and a short summary of what you were looking for (linked to your chat), email our team an alert so they can call you quickly, use these details only to call you about that request (never for marketing), and delete your personal details automatically 90 days after your request.

To withdraw your consent, stop a reminder or alert, or have your Squid AI chats and details deleted at any time, email privacy@switchsquid.com or contact us. We'll act on it within one month.

Cookies

We use first-party cookies for session management and analytics cookies to understand site usage. Read our full cookies policy for the complete list.

Your rights

Under UK GDPR you have the right to access, correct, or delete the personal data we hold about you, and to withdraw consent at any time. To exercise any of these rights, email privacy@switchsquid.com.

Contact

If you have any questions about this policy, please get in touch.