We check so you're protected

Why do we ask for your identity and verify this when you contact us?

Quite simply we check so you're protected. We're committed to keeping your personal information safe. That's why we have a simple but important process in place to confirm your identity when you contact us. 

• Protecting your data: To protect your data and comply with UK GDPR requirements, we must make sure that we're speaking to the right person - either the account holder or someone authorised to discuss the account. This helps to prevent identity fraud and keeps your information secure. 
• How the identification and verification process works: When you call us about your account, we'll ask for your name, address and phone number. Once we've identified your account, we'll ask you two additional security questions to confirm your identity. This helps us make sure your information is accurate (another data protection principle we have to adhere to!), but in a way that keeps your personal data safe. 
• Just reporting something? If you're calling or emailing us to report a general issue like a repair (and not discussing personal account details), you may not need to go through the full verification process. If you are only calling to give us information and don't need us to tell you anything about your account, then as soon as we have your name, address and telephone number you can pass on the information you've called about. 

We appreciate your understanding and cooperation - its all part of how we protect your privacy and deliver the best possible service. We check so you're protected!