Privacy Policy

Solar Panel Advice Centre Privacy Policy

Solar Panel Advice Centre respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, submit an enquiry, request information, speak with our team, or otherwise interact with Solar Panel Advice Centre.

This policy applies to UK visitors and UK-based enquiries only.

For the purposes of this Privacy Policy, “Solar Panel Advice Centre”, “we”, “us” or “our” refers to Solar Panel Advice Centre, a trading brand connected with European Consumer Claims.

Our contact details are:

Solar Panel Advice Centre
The Old Boathouse
26 Thameside
Henley-on-Thames
RG9 2LJ

Email: compliance@solarpaneladvicecentre.co.uk

1. Who we are

Solar Panel Advice Centre provides information, guidance and enquiry support for UK consumers who may have concerns about solar panel purchases, sales practices, installation issues, system performance, contractual terms, or related consumer issues.

Where appropriate, enquiries may be reviewed, assessed or handled by European Consumer Claims or other relevant service providers, professional advisers, legal partners or administration partners.

Solar Panel Advice Centre does not take payments directly through this website. Where payment is required for any related service, this will be handled separately by European Consumer Claims or another appropriate corporate or payment provider.

2. The personal information we collect

We may collect personal information from you when you:

- Complete a website form
- Request a call back
- Contact us by phone, email, SMS, live chat or social media
- Download a guide, resource or document
- Subscribe to updates or marketing communications
- Provide documents or information relating to a solar panel enquiry
- Agree to have your enquiry assessed by us, European Consumer Claims or another relevant partner.

The personal information we may collect includes:

- Your name;
- Postal address;
- Email address;
- Telephone number;
- Preferred contact method;
- Details of your enquiry;
- Marketing preferences;
- Call notes and communication history;
- IP address and website usage information;
- Device, browser and technical information;
- Any documents, photographs or supporting evidence you choose to provide.

3. Solar panel enquiry information we may collect

Because our services relate to solar panel advice and potential consumer issues, we may also collect information about your solar panel purchase, installation, sales process, contract, system performance or related complaint.

This may include:

- The name of the solar panel installer or supplier;
- The date of sale or installation;
- The property where the system was installed;
- Whether the property is owned, mortgaged or otherwise occupied by you;
- The type of system installed, including solar panels, inverter, battery storage or related equipment;
- The cost of the system;
Any deposit or upfront payment made;
- Copies of contracts, quotations, invoices or sales documents;
- Information about projected savings, performance claims or representations made during the sale;
- Energy bills, meter readings or performance information, where relevant;
- Details of any complaints made to the installer, supplier or another party;
- Correspondence, photographs or evidence relating to your enquiry.

We only ask you to provide information that is relevant to assessing or responding to your enquiry.

4. How we collect your personal information

We may collect information:

- Directly from you when you complete a form, call us, email us, use live chat, respond to SMS or provide documents;
- From website tracking technologies, cookies, analytics and pixels, where permitted;
- From European Consumer Claims where your enquiry is being handled across connected brands or corporate systems;
- From third-party marketing, CRM, call handling or lead management platforms where you have interacted with our campaigns or website;
- From professional advisers or service partners where they are assisting with your enquiry.

5. How we use your personal information

We may use your personal information to:

- Respond to your enquiry;
- Contact you about your solar panel issue;
- Assess whether your circumstances may be suitable for further review;
- Arrange a call with a member of our team;
- Review documents you provide;
- Pass your enquiry to European Consumer Claims where appropriate;
- Pass your enquiry to a solicitor, legal partner, administration partner or professional adviser where appropriate;
- Manage your customer record;
- Provide updates about your enquiry;
- Send you information, guides, resources or service updates;
- Send marketing communications where we have permission or another lawful basis to do so;
- Improve our website, campaigns, services and customer experience;
- Measure advertising and website performance;
- Comply with legal, regulatory, accounting or administrative obligations;
- Protect our legal rights or respond to complaints.

6. Our lawful basis for using your information

Under UK data protection law, we must have a lawful basis for using your personal information.

Depending on the circumstances, we may rely on one or more of the following lawful bases:

Consent

We may rely on your consent where you ask us to contact you, submit an enquiry, agree to receive marketing communications, accept non-essential cookies, or ask us to share your details with a relevant partner.

You can withdraw consent at any time by contacting us at compliance@solarpaneladvicecentre.co.uk.

Legitimate interests

We may rely on legitimate interests where it is necessary for us to operate our business, respond to enquiries, manage customer relationships, assess service suitability, improve our website, prevent misuse, handle complaints, or keep records.

Where we rely on legitimate interests, we consider whether our interests are overridden by your rights and freedoms.

Contract or steps before entering into a contract

Where you ask us, European Consumer Claims or a relevant partner to provide a service, we may process your information to take steps before entering into a contract or to perform a contract.

Legal obligation

We may process your information where necessary to comply with legal, tax, accounting or compliance obligations.

Legal claims

Where necessary, we may process personal information to establish, exercise or defend legal claims.

7. Marketing communications

We may contact you by email, SMS, telephone or post about services, updates, resources or information that may be relevant to your enquiry.

Where required by law, we will only send electronic marketing communications where you have given consent or where another lawful route applies.

You can opt out of marketing communications at any time by:

- Clicking the unsubscribe link in an email;
- Telling our team during a call;
- Emailing compliance@solarpaneladvicecentre.co.uk.

Please note that if you opt out of marketing, we may still contact you about an active enquiry, service matter, legal matter, payment matter or administrative issue.

8. Telephone calls and SMS

If you provide your telephone number, we may contact you by phone or SMS in relation to your enquiry.

We may use call handling systems, CRM tools, call recording, call tracking or SMS platforms to manage enquiries, improve service quality, train staff, monitor compliance and keep accurate records.

Where calls are recorded, we will use recordings for quality monitoring, training, dispute resolution and compliance purposes.

9. Sharing your personal information

We may share your personal information with trusted third parties where this is necessary, relevant or appropriate.

This may include:

- Solicitors, legal service providers or legal partners;
- Administration partners;
- Professional advisers;
- Payment processing providers, where payment is handled by European Consumer Claims or another relevant entity;
- CRM providers;
- Email marketing platforms, including Mailchimp or similar providers;
- SMS and telephone communication providers;
- Live chat providers;
- Website hosting and IT providers;
- Analytics providers, including - Google Analytics or similar tools;
- Advertising platforms, including Meta, Google Ads or similar platforms;
- Document storage and administration providers;
- Regulators, courts, law enforcement bodies or public authorities where required by law.

We only share information where we have a lawful basis to do so and where the sharing is necessary for the relevant purpose.

10. European Consumer Claims and payment handling

Solar Panel Advice Centre does not take payments directly through this website.

If your enquiry progresses and a paid service is required, payment arrangements may be handled by European Consumer Claims or another appropriate corporate or payment processing provider.

Where this happens, we may share information necessary to identify you, administer your enquiry, create or manage a customer record, issue payment information, process payment, provide receipts, handle queries, maintain records and comply with legal or accounting obligations.

11. Cookies, analytics and tracking technologies

Our website may use cookies and similar technologies.

Cookies are small files placed on your device when you visit a website. Similar technologies may include pixels, tags, scripts, local storage and tracking tools.

We may use:

- Strictly necessary cookies to make the website work;
- Analytics cookies to understand how visitors use the website;
- Marketing cookies and pixels to measure advertising performance and show relevant adverts;
- Functional cookies to remember preferences or improve user experience;
- Live chat or form tracking tools to manage enquiries.

Non-essential cookies, analytics and marketing tracking technologies should only be used where you have given appropriate consent through our cookie banner or consent management tool.

You can manage or withdraw cookie consent through the website’s cookie settings, where available, or by adjusting your browser settings.

For more detailed information, please see our Cookie Policy.

12. Website forms and tracking

When you complete a form on our website, we may collect the information you submit together with technical information such as the page you visited, the time of submission, IP address, campaign source, advertising source or referral information.

This helps us understand which campaigns are working, respond to enquiries properly, prevent spam or misuse, and manage our customer records.

13. Documents you provide

If you provide documents relating to your solar panel purchase, installation, contract, complaint or potential legal matter, we will use those documents to review and assess your enquiry.

Please do not send us documents containing information about other people unless you have authority to do so or unless the information is relevant to your enquiry.

If your documents contain information about another person, such as a joint homeowner, spouse, partner, family member or joint account holder, we may process that information where necessary for the purposes described in this policy.

14. Special category data

We do not usually ask for special category data, such as health information, ethnicity, religious beliefs or political opinions.

However, in some cases, you may voluntarily provide sensitive information as part of your enquiry, for example if vulnerability, health, age, personal circumstances or personal or household pressure are relevant to your experience or how the solar panel system was sold to you.

Where we process this type of information, we will only do so where necessary and where we have a lawful condition under data protection law, such as your explicit consent, the establishment or defence of legal claims, or another lawful condition.

15. How long we keep your information

We will keep your personal information only for as long as necessary for the purposes for which it was collected.

The length of time we keep information may depend on:

- Whether you become a customer;
- Whether your enquiry progresses;
- Whether legal, complaint or payment records are created;
- Whether we need to keep records for legal, accounting or tax purposes;
- Whether there is a potential dispute or complaint;
- Whether you have opted in to receive marketing.

As a general guide, we may keep enquiry, customer, complaint and case-related records for up to seven years after the end of our relationship with you, unless a longer period is required or justified by law, legal proceedings, legal requirements or legitimate business needs.

Marketing preference records may be kept for as long as necessary to respect your opt-in or opt-out choices.

16. International transfers

Some of the service providers we use may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take steps designed to ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, UK international data transfer agreements or other lawful safeguards.

17. How we protect your information

We use appropriate technical and organisational measures to protect your personal information from unauthorised access, loss, misuse, alteration or disclosure.

These measures may include access controls, secure systems, staff training, password protection, secure storage, data minimisation and supplier due diligence.

No website, email system or online transmission is completely secure. You should take care when sending information to us electronically.

18. Your data protection rights

Under UK data protection law, you have rights in relation to your personal information.

These may include the right to:

- Ask for access to the personal information we hold about you;
- Ask us to correct inaccurate or incomplete information;
- Ask us to erase your information in certain circumstances;
- Ask us to restrict how we use your information;
- Object to certain uses of your information;
- Withdraw consent where we rely on consent;
- Complain to the Information Commissioner’s Office.

To exercise your rights, please contact:

compliance@solarpaneladvicecentre.co.uk

We may need to verify your identity before responding to your request.

19. Complaints

If you are unhappy with how we use your personal information, please contact us first so that we can try to resolve the issue.

You can contact us at:

compliance@solarpaneladvicecentre.co.uk

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.

20. Third-party websites

Our website may contain links to third-party websites.

We are not responsible for the privacy practices, content or security of third-party websites. You should read the privacy policies of any third-party websites you visit.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

Any changes will be posted on this page. Where appropriate, we may notify you of significant changes by email or through a notice on our website.

22. Contact us

If you have any questions about this Privacy Policy or how we use your personal information, please contact:

Solar Panel Advice Centre
The Old Boathouse
26 Thameside
Henley-on-Thames
RG9 2LJ

Email: compliance@solarpaneladvicecentre.co.uk

Last updated: July 2026