Fused Bills Privacy Notice

Introduction

In this notice, One Utility Bill Ltd. (referred to as "we," "our," or "us"), is a company registered in England under number 9534085, with a registered address at 5 Media Exchange, Newcastle upon Tyne, NE1 2QB trading as Fused Bills. We are dedicated to safeguarding the privacy and security of your personal information and managing it in accordance with our legal responsibilities under applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 (DPA), and Regulation (EU) 2016/679 (General Data Protection Regulation).

This privacy notice outlines our practices for collecting, using, sharing, and protecting your personal information (any information that can directly or indirectly identify you as an individual) when you use our products and services ("Services"), interact with us, including data collected from all websites and web applications ("Sites") under the Fused brand via https://fusedbills.co.uk

We are committed to being transparent about the data we collect and how we use and protect it. This Privacy Notice was last updated on 23 March 2026. Please contact us using the details below should you require any clarification regarding how we may have processed your data prior to this date.

Data Protection Principles

We are the data controller and responsible for your personal data. By engaging with our Services and our Sites, you consent to the collection and use of information in accordance with this notice, which can be amended or updated at any time.

We adhere to the following data protection principles:

Lawfulness, Fairness, and Transparency: We process data lawfully, fairly, and transparently.
Purpose Limitation: Data is collected for specified, explicit, and legitimate purposes.
Data Minimisation: We collect only the personal data necessary for those purposes.
Accuracy: We keep data accurate and up to date.
Storage Limitation: Data is retained only as long as necessary.
Integrity and Confidentiality (Security): Data is processed securely.

What Personal Data Do We Collect?

Personal Identity Information: Name, address, date of birth;
Personal Contact Information: Phone number(s), email address, home address, emergency contact;
Financial Data: Bank details, payment information, employment status;
New Property Information: Address information and moving dates;
Special Category Data: Health and dependents details information where required when receiving our Services;
Browser data: Internet Protocol (IP) address, sign in credentials, web browsers, operating system details, and browser history;
Call recording: Conversation recording, phone numbers;
Profile data: Username, password, account history;
Marketing and Communications: Marketing communication consent status, communications preferences.

How We Collect Personal Data?

Directly from you: online forms, account creation, competitions and surveys, phone calls, web chat conversations, feedback processes, emails and other correspondence.
From third parties: estate agents and other advisers we work with, partner websites, and product providers.
From automated systems: Internal IT systems and call recordings.
From other tenants on your behalf: Where you are part of a shared tenancy, the lead tenant may provide your personal details, including your name and email address, when setting up a package on behalf of the household.

What Purposes and Legal Bases for Processing Do We Use?

Contractual Necessity: To carry out activities described in the contract for the products and services that we will be providing you, or have already provided.
Legal Obligations:. Where necessary, we may use your personal data to comply with legal obligations. We will identify the relevant legal obligation when using this legal basis.
Legitimate Interests: We may use your personal data where it is necessary to operate our Sites, provide information about our products and services, conduct our business, and pursue our legitimate interests, such as fraud prevention and to give you the best and most secure customer experience. We will always use your data in a way that is proportionate.
Consent: Your personal data will only be used for a specific purpose if you give us your active and explicit consent. You can withdraw this consent at any time. Even if you choose not to receive marketing communications, you will still receive important service-related messages.
Vital Interests: Only in the instance of communicating with you or a product provider in an emergency

How Do We Treat Special Category Data?

We process special category data (health, etc.) only when:

We have your explicit consent.
It is necessary for legal obligations (e.g., reasonable adjustments for disabilities, health and safety).
It is in your vital interests (e.g. in the event of a health and safety incident)

How Do We Use The Information We Collect?

Category	Examples	Usage
Personal Identity Information:	Name Address Date of Birth	Registering information on our services Allowing for secure identification when you contact us
Personal Contact Information:	Email Phone numbers	Allowing us to maintain contact with you Allowing us to respond to your queries and update you on products you may be interested in Contacting you to explain our products and services
Financial Data	Bank account and Direct Debit information Payment card information	Setting up regular payment method Ensuring we can collect money owing to us
Special Category Data	Physical or mental health disability summaries Details of dependant	Ensuring that our services are appropriately adjusted to your needs Ensuring support in an emergency
Browser data	The time, date and duration of your visit to our website The sites from which you have come (the referral URL) The pages visited Your IP address.	Ensuring our products and services are accessible Improving our web based services to you Allowing us to tailor what information is presented to you
Call recording	A recording of your conversation Your phone number	Contact us for help and advice Allowing us to contact you when needed Monitoring the performance of our customer facing staff
Profile data	Email address	Support you access your account information Facilitate password changes and resets
Marketing and Communications	Contact preferences Your email address and phone number	Provide you with updates to changes to our products and services Using your information to deliver our marketing communications to you

Who Do We Share Data With?

We share your data securely with:

Product providers and service suppliers who provide package services such as energy and broadband suppliers
Sub processors who provide additional elements of our IT services such as website hosting
Third-party service providers such as marketing agencies and payment processors

Who	Why
Product Providers and Suppliers (for the services you choose)	In order to ensure you receive the services you have requested To ensure that any adjustments that are needed for you to access the services are provided When a package ends (or is cancelled), to i) close your account with us; and ii) enable the energy supplier to continue to supply your energy and bill you directly, in line with their statutory duty to maintain your supply of energy.
Other utility and services providers	In order to ensure that all the bills for services are packaged To update utility services with changes of tenancy and residency where bills are not packaged
IT Services	Cloud hosted services, handling all personal data, contact information and communication documents.
Logistics and customer service providers	3rd parties who support us in delivering our services to you (such as postal delivery services)
3rd Party Databases	In order to collect publicly available data to enhance the services that we provide to you
Fraud System	To protect us and your data against fraudulent or criminal activity
Local authorities	In order to maintain records for payments (or not) of council tax
Telephony providers	Call centre software, processing contact details and call recordings.
Professional advisers	Assist us better manage our business and our customer service by ensuring we comply with legal and regulatory obligations
Payment providers	To facilitate payments from you in a secure manner
Debt Collection Agency	In order to collect money that is owed to us
3rd Party Introducers	Updating approved partners and advisers who refer you to us for our services
Digital Marketing providers	To support us with our marketing communications and campaigns
Our Other Brands	Data from your estate agent is passed to us using the Notify app We may like to offer you new services from our OUB brand

Use of Artificial Intelligence and Machine Learning

To deliver efficient and high-quality utility management services, Fused Bills uses Artificial Intelligence and Machine Learning (AI) tools in some internal processes. We are committed to ensuring you trust our well-trained team members as our first priority.

How We Use AI:

Operational Efficiency: We use AI to support and assist our teams by automating repetitive tasks, summarising data from customer interactions, and drafting internal notes as well as assisting with responding to enquiries you may have with us. This makes our staff more effective and productive, allowing them to focus on resolving complex customer issues.
Quality Assurance (QA) and Training: Our systems use AI to analyse conversation data (calls and emails) for quality assurance and to monitor adherence to our internal compliance and sales standards. This ensures consistency and helps us provide better coaching for our team members.
Data Analysis: AI helps us identify trends in customer data, such as common complaints or early risk triggers, allowing us to proactively fix systemic issues.
Marketing: Support timely and personalised experience from our marketing communications to you.
Data Security and Control: We maintain strict control over your data. We do not allow processing of your data outside the European Economic Area (EEA) and the UK, and we partner with processors that adhere to rigorous security standards.

What AI Does NOT Do:

Fused Bills does not use AI to make automated decisions that have a legal or significant effect on you. Specifically:

No Critical Automated Decisions: AI is never used to make the final decision on the outcome of a customer complaint or final bill. All significant decisions are made by our staff.
No Direct Customer Contact: While significant decisions are made by our human staff, AI may be used to support initial communications, guiding your initial contact to the most appropriate team or self-help resource to ensure a faster, more effective resolution (e.g., through automated messages, or webchats).
No External Model Training: The data and insights derived from customer interactions are used exclusively for our internal operational improvement. We never share this data to train public AI models or models available to other businesses. Your information remains within our control.

Lawful Basis for Processing:

We process this data (including voice data and transcripts) under our Legitimate Interests to continuously monitor and improve the quality and security of our services as well as delivering reduced operating cost and errors which benefits our customers. We have assessed that this internal processing is necessary for our business operations and does not override your fundamental rights and freedoms.

How Do We Ensure That Your Data And Information Is Safe?

Fused Bills takes the security of your Information very seriously and therefore implements appropriate technical and organisational measures to protect your data from unauthorised access, loss, or destruction. We ensure third-party providers have adequate data protection measures in place through data processing agreements and appropriate risk assessments.

We employ security measures which aim to protect the information provided by you from access by unauthorised persons and against unlawful processing, accidental loss, destruction or damage.

We also expect you to take reasonable steps to safeguard your own privacy when transferring information to us, such as not sending confidential information over unprotected email, ensuring email attachments are password-protected or encrypted and only using secure methods of postage when original documentation is sent to us.

3rd party service providers who process your personal data on our behalf may be located in the UK or elsewhere in the world where different privacy laws may apply, which may not offer the same level of protection as UK law. We only make these arrangements or transfers where we are satisfied that adequate levels of protection are in place to protect any information held in that country and that the service provider acts at all times in compliance with applicable privacy laws

How Long Do We Keep Your Data And Information For?

Your personal information will be retained by us only for the time necessary to fulfil the obligations for which it was collected, including to comply with legal, regulatory, accounting, or administrative obligations.

Under certain conditions, we may anonymise your personal data (making it impossible to link back to you) for purposes like research or statistical analysis, such as examining email open rates, or for enhancing our website and creating new products without further notifying you.

When deciding how long to keep your personal information, we take into account its volume, type, and sensitivity, the potential risk of harm from its unauthorised use or exposure, our purposes for processing your information, all relevant legal requirements, and whether those objectives can be achieved by other means.

What Marketing Activity Do We Undertake?

We will only contact you in relation to new products and/or services if you have agreed to receive information from us by either requesting an illustration or quote for the costs of our services, or are already a customer of one of our brands.

We will use a variety of methods of contact, but you can tell us if you wish to change the way we do this.

How Do We Use Cookies?

Our Sites use cookies (including cookies to obtain an overall view of visitor habits and visitor volumes to Our Sites). To view more information on what cookies we use and how we use them, please review our separate Cookies Policy.

Your Rights

You can contact us to exercise any of the following rights using this form:

Access: Request a copy of your data by making a subject access request.
Rectification: Correct inaccurate data to ensure it is accurate and up to date.
Erasure: Delete your data (in certain circumstances).
Restriction: Object to or limit data processing where it is no longer necessary for the original purpose of processing.
Portability: Receive your data in a readable format in order to transfer it to a new data controller.
Withdraw Consent: Withdraw consent at any time, but we only collect the personal data that is necessary for the purposes outlined in this notice.
Complaint: Lodge a complaint with the Data Protection Officer (DPO) or the Information Commissioner's Office (ICO).

What Is Our Policy On Children’s Data?

Our Services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children under 18 years of age other than an estimate of their age range. If we become aware that a child under 18 (or their parent or guardian) has provided us with personal information that is not related to our Services, we will take steps to delete such information. If you become aware that a child has provided us with personal information, please contact us via data@oneutilitybill.co or our Customer Support team.

Contact Information

For questions about this notice, contact us via email data@oneutilitybill.co or by phone 0191 622 0102. If you prefer, you can contact the Information Commissioner's Office (ICO) via ico.org.uk or 0303 123 1113

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