Privacy Policy – Lucent Flow (t/a Lucent Energy)

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Introduction

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Lucent Flow (trading as Lucent Energy) (“we”, “us”, “our”) is committed to protecting your personal data and handling it responsibly. This Privacy Policy explains how we collect, use, store, and protect personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR).

This policy applies to both commercial (business-to-business) and domestic customers, noting where specific consumer protections apply only to domestic clients.

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What Personal Data We Collect

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We may collect and process the following types of personal data:

• Name

• Contact details (such as address, telephone number, and email address)

• Property and installation details (including location and energy usage where relevant)

• Financial information (for billing or financing purposes)

• Communications with us (including emails and recorded telephone calls)

• Any other information provided during enquiries, consultations, or service delivery

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How We Use Your Personal Data​

We use personal data to:

• Respond to enquiries and manage customer relationships

• Design, quote, install, and maintain solar energy systems

• Administer contracts and deliver agreed services

• Provide customer support and handle complaints or disputes

• Meet legal, regulatory, and contractual obligations

• Improve service quality and internal training

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Lawful Basis for Processing

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We process personal data under one or more of the following lawful bases:

• Performance of a contract

• Legitimate interests (such as preparing quotations, system design, call recording, and business protection)

• Legal obligation

• Consent, where required

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Call Recording​

We may record incoming and outgoing telephone calls for training, quality assurance, and business protection purposes. Call recordings are stored securely, accessed only by authorised personnel, and retained for a limited period in line with our data retention policy.

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Data Sharing​

We may share personal data with:

• Third-party contractors and partners involved in delivering our services

• Financial institutions for payment processing or financing arrangements

• Regulatory or statutory bodies where required by law

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Domestic Customers – RECC

 

​For domestic consumers only, Lucent Flow (t/a Lucent Energy) is a member of the Renewable Energy Consumer Code (RECC).

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Where applicable, personal data relating to domestic customers may be shared with the RECC Code Administrator or its appointed auditors for compliance monitoring, service verification, and regulatory oversight.

RECC does not apply to commercial or business-to-business projects.

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Data Retention​

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and regulatory requirements. In most cases, customer data is retained for up to 6–7 years.

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Data Security​

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or misuse. This includes secure systems, access controls, and regular monitoring.

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Your Rights​

Under UK GDPR, you have the right to:

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• Access your personal data

• Request correction of inaccurate or incomplete data

• Request deletion of data where there is no lawful reason for us to retain it

• Restrict or object to certain types of processing

• Request data portability, where applicable

• Object to direct marketing

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To exercise your rights, please contact us using the details below.

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Contact Us

If you have any questions about this Privacy Policy or how we handle your personal data, please contact us:

Email: info@lucentenergy.co.uk
Phone: 01732 222292