Privacy and Cookie Policies 

B-Snug Limited -

Full Privacy and Cookie Notice

If you have any questions please feel free to get in touch via the 'contact us' page. 

Privacy Policy

B-Snug is committed to ensuring the privacy and security of your personal data. This Privacy Notice explains what personal data we collect about you as a user of our products and services, as a visitor to our website or user of the PassivLiving App, including how and why we process it, who we share it with, and your rights when it comes to your personal data.


B-Snug Limited (company number 11544119) is the data controller of your personal data (referred to in this Notice as “B-Snug” or “we” or “us” or “our”. If you have any questions about your personal data which are not answered by this Notice, please contact us at:​​

The Data Protection Manager, Address: Benyon House, Newbury Business Park, Berkshire, RG14 2PZ, Telephone number: 0333 240 0428, Email:


Changes to this Privacy Notice


We may change this Privacy Notice from time to time. We will alert you by posting a notice on our website when changes are made.


Current version: 30.9.19

Special Notice – if you are under 14 years old. Processing children’s’ personal data

B-Snug does not intentionally collect personal data of those under 14. If you are under 14 please do not send us your personal data (for example, your name, address and email address). If you wish to ask a question or use the B-Snug Website and/or App in any way which requires you to submit your personal data please get your parent or guardian to do so on your behalf.

What personal data do we collect?

We collect your personal data when you become a B-Snug customer, when you download our Apps and/or visit our website. This information may be either:

Information that you provide to us –

Customer registration information: When you contact us to express an interest in our goods or services, when we contact you to discuss our services or goods or when we register you as a customer so that you can receive a service or goods from B-Snug, we collect the following personal information about you:

  • name,

  • physical address,

  • e-mail address,

  • other contact details (such as your home and / or mobile telephone number),

  • bank account details, so that we may set up a direct debit in order to collect payments relating to the goods and services which we may provide to you and

  • Occupancy information, including the times you use energy, how you use your household appliances, your lighting and heating, and the energy efficiency of your home.



General enquiry information: If you submit a general enquiry to us, we will need to know your name and contact details in order to respond to your query. If we have already registered your details, we may link the enquiry to the existing customer information we hold.

  • Information that we obtain through your use of our services -

    • Website visitors: When you visit B-Snug's website, our system automatically records certain information such as your web request, your interaction with a service, Internet Protocol Address (IP Address - a number that can uniquely identify a specific computer or other network device on the internet), browser type, browser language, the date and time of your request and one or more cookies that may uniquely identify your browser.

    • Location information: B-Snug's services relate to your home, and as such if you use those services, B-Snug will receive information about the actual location of your home e.g. post code, so that we may obtain local weather information.

    • Occupancy information: The in-home hub device which we will provide to you when you agree to receive services from us records your occupancy schedule, which (depending on the services you take from us) may include the times you use energy, how you use your household appliances, your lighting and heating, and the energy efficiency of your home. At the point when you express an initial interest in our services we may also ask you some initial questions relating to your occupancy information as described within 'Customer registration information' above.

Personal information provided by third parties

If you are referred to us by one of our sub-contractors, the sub-contractor will provide us with your personal data where they have a lawful basis to do so, such as customer registration information (set out above) and your name and contact details so we can and make contact with you and assess your eligibility for our services.

Depending on the services you buy from us, we may also collect your personal data from sources such as credit reference agencies, industry data service providers, renewable energy infrastructure providers and government issued sanctions lists and media sources.



Credit reference agencies:


  • When you open up an account with us, your credit score will be provided to us by third party credit reference agencies

    Industry data service providers:

  • If you’re an energy customer, we’ll receive information from national databases for the gas and electricity markets. This will include information such as unique identifiers linked to your meter and the location of the registered property.

    Debt collection agencies:


  • If you have an outstanding debt with us, additional personal data may be provided to us by debt collection agencies. This could include updated contact details such as your new address.

    Tenants, landlords and letting agencies:

  • If you move into a property that is participating in the Domestic Renewable Heat Incentive (DRHI) scheme with us, your details may be provided to us by the previous tenant, your landlord or your letting agency. This could include your name, property address, email address and contact telephone number.

  • If you move out of a property that is participating in the DRHI scheme with us, and you have an outstanding debit or credit balance, we may receive your forwarding address or contact telephone number from your landlord or the new tenant.



Government issued sanctions lists and media sources:


  • As a customer, your information will be screened against government issued sanctions lists and media sources pre-contract and on a periodic basis post-contract but only for the purposes of ensuring our compliance with legal and regulatory obligations and/or to the extent permitted or required by local law.

  • The purpose of this screening is to enable us to protect our assets and employees/contractors and specifically to ensure that we can comply with trade control, anti-money laundering and/or bribery and corruption laws and other regulatory requirements. This screening does not result in any automated decision making.



Why do we process your personal data?


The personal data covered by this privacy notice is only processed:

  • where it is necessary for the performance of a contract entered into with you ; or


  • for a legitimate business interests: We are permitted to process your personal data if it is based on our ‘legitimate interests’ i.e. we have good, sensible, practical reasons for processing your personal data which is in the interests of B-Snug, of any company that is a member of our group of companies, which includes our ultimate parent company Royal Dutch Shell Plc or a third party. To do so, we have considered the impact on your interests and rights, and have placed appropriate safeguards to ensure that the intrusion on your privacy is reduced as much as possible.

  • You can object to processing that we carry out on the grounds of legitimate interests. See the section headed "Your Rights" to find out how.


  • Where it is necessary for us, or a member of our group of companies to comply with a legal obligation.

  • With your explicit consent.

Where the processing is based on consent, you have the right to withdraw your consent at any time. This will not affect the validity of the processing prior to the withdrawal of consent. Where you choose to withdraw your consent however, this may impact your ability to participate in a program or service going forward.

For what purposes do we process your personal data?


We process your personal data for the purposes of:

  • Providing services in accordance with the contract with you.

  • Maintaining and promoting contact and relationship with you.

  • Account registration and management including account verification (that is, ensuring that only you or someone you have authorized can access your account and information).

  • Customer service and responding to general enquiries and referrals.

  • Promotions and contests offered to B-Snug customers.


  • Managing and improving our website.

  • To comply with our regulatory requirements, for example those under OFGEM such as the Domestic Renewable Heat Incentive scheme.

  • To resolve any disputes relating to your service usage with us, or your previous supplier.

  • For the detection and prevention of crime, including any investigations into potential fraudulent activity.

  • To respond to requests for information from the police and government bodies, to support in criminal investigations.

  • To facilitate our compliance with legal and regulatory obligations including trade control, anti-money laundering and/or bribery and corruption laws.

Communication and marketing – my choices

If you are an existing customer, subject to your marketing preferences, or where you have otherwise expressly consented, we’ll send you relevant information about products and services that we think you’d benefit from.

We may send you service updates and notifications without your advance consent only where you are an existing customer and where such updates and/or notifications are necessary for the proper functioning of the App or other services that you use.

We’ll never sell our data to third parties for marketing purposes. However, subject to your marketing preferences, we may send you recommendations about third party products and services that could be of interest to you. This information could be sent to you via text, telephone, email or post.

You can opt out or update your marketing preferences at any time by unsubscribing from any of our marketing emails.


Who will you share my personal data with?

Your personal data will be shared with:


  • any company that is a member of our group of companies, which includes our ultimate parent company Royal Dutch Shell Plc, where necessary for internal administrative purposes, corporate strategy, auditing and monitoring sanctions screening and research and development. For more information on how your personal data will be used for sanctions screening, please see the ‘Information collected from other sources’ section of this Privacy Policy.

  • We may also share your personal information with our group companies where they provide products and services to us that help us to provide products and services to you as our customer.

  • With your consent, authorized third party companies that may supply products and/or services to our customers.

  • Authorized service providers involved in installation and maintenance services, application and account administration services, and other services related to administering our contract with you.

  • Authorised agents, licensees, service providers and/or subcontractors of B-Snug.

  • A competent public authority, government, regulatory or fiscal agency where it is necessary to comply with a legal or regulatory obligation to which the relevant Shell company/companies is subject to or as permitted by applicable law.

  • Any party to whom B-Snug proposes to transfer or sell any of its assets, rights and/or duties. If B-Snug or its assets are acquired by a third party, personal data held by B- Snug will be one of the transferred assets.

  • We may share ‘anonymised’ information (such as statistical data which does not refer to any individual specifically and which is not therefore classified as personal data), with other parties for example for the purposes of product enhancement.

Like any business, we rely on a variety of providers of other services to operate. If you would like to know the names of our other service providers please contact us at


Your Rights

You have additional rights in relation to your personal data.


  • You have the right of access to your personal data,

  • a right to request deletion of your personal data (but only where it is no longer required for a legitimate business purpose)

  • a right to request that the processing of the personal data is restricted

  • You have the right to receive personal data that concerns you and which you have provided to Shell, in a structured, digital form and transmit such data to another party, if this is technically feasible (this is known as the right to data portability).

  • You have the right not to be subject to any decisions made based solely on automated processing, including profiling, which produces legal effects or significantly affects you, and

  • You have the right to correct or change any data we hold about.


If you would like to exercise any of your data subject rights, please contact us at:

Cookie Policy


We use cookies and analyse the information they provide to enhance your user experience. This information is not used to develop a personal profile of you.


What is a cookie?

A cookie is a small amount of data, which often includes a unique identifier that is sent to your

computer or mobile phone (referred to here as a “device”) browser from a website’s computer and is stored on your device’s hard drive. Each website can send its own cookie to your browser if your browser’s preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to you by other sites. Many sites do this whenever a user visits their website in order to track online traffic flows.


If personal data is collected, websites and apps must get consent to send cookies to your computer or mobile device unless the cookies are strictly necessary to provide services to you. You can withdraw your consent to those cookies at any time even if you have previously consented. Our website will only collect personal data through cookies which are strictly necessary to provide services to you.


How do we use cookies?

The table below explains what cookies we use on our website and why we use them. It notes whether they are:

  • strictly necessary cookie. These cookies are essential to enable our website to function properly;

  • functionality cookie. These cookies allow the website to remember choices you make. They also enable enhanced, more personal features, e.g. a website may be able to provide you with local weather reports by using a cookie to remember which region you are in. Information collected by "functionality" cookies may or may not be anonymised, but they cannot track your browsing activity on other websites; or

  • performance cookie. These cookies collect information about how visitors use a website or app, for instance, which pages visitors go to most often and if they get error messages from web pages or screens. These cookies do not collect information that identifies a visitor. Any information collected by these cookies is anonymous. We only use such information to improve our website.

We also state in the table whether a cookie is a "persistent" or "session" cookie. The difference is that:


Persistent cookies remain on your device between browsing sessions. They are activated each time you visit the website that created that particular cookie. For example, where a "persistent cookie" is used on a website to remember your log-in details, you will not need to enter those details each time you visit that website.


Session cookies allow website operators to link the actions of a user during a browser session. A browser session starts when you open the browser window and finishes when you close the browser window. Session cookies are created temporarily. Once you close the browser, all session cookies are deleted.

Ready to make the switch today?

You could benefit from

Increased Comfort

Cost Control

Renewable Energy

Still undecided?

If you’re not quite ready to upgrade but want to stay informed, enter your email below and sign up to receive our latest news and offers:

Shell Centre,

London SE1 7NA

0333 240 0428

B-Snug is a wholly owned subsidiary of Shell U.K. Ltd,  and a member of the Renewable Energy Consumer Code.
Stay up to date with B-Snug on Facebook
  • Facebook

We are open: 8.30 - 6.00pm

Mon -Fri (excl. public holidays)

B-Snug is brought to market by PassivSystems Ltd, 
a Microgeneration Certification Scheme approved installer.

© 2020 by B-Snug. All rights reserved.