Privacy Policy

HIU Service is a trading name of Unperplexed Limited and we are committed to respecting your privacy and to complying with applicable data protection and privacy laws. 

When we refer to we, us or our in this privacy policy we mean our businesses and products and services offered by HIU Service, including supplying products and services. 

You may choose to visit our websites ( without choosing to disclose any personally identifiable information about yourself. During the course of your visit we may collect other non-personally identifiable information and may use cookies relating to your browsing history.

Our Contact Details 

Our registered office is Carlton House, Grammar School Street, Bradford, West Yorkshire, United Kingdom, BD1 4NS. 

To exercise your rights in relation to your personal information, please Get in Touch or email

You can write to our data protection officer at Data Protection Officer, Unperplexed Limited, New York House, 1 Harper Street, Leeds, LS2 7EA.

If you have any data protection complaints, you are able to contact the Information Commissioner's Office (ICO) ( We would always like to help with any concerns you may have, so please get in touch with our team. 

Why do we have a  Privacy Policy?  

We collect certain personal information from you when you use our website, access or interact with our services, when you get in touch with us, when you enquire or purchase any of our products or services, and during any process to sign up, change or cancel services or products we may provide.  

The purpose of our privacy policy is to let you know:

  • how and why we collect your personal information;
  • how we use and disclose your personal information (and to whom);
  • how we protect your personal information; and
  • your legal rights and how the law protects you.

Changes to our Privacy Policy  

If we make any changes to our privacy policy, we will post changes on this page. 

Collecting your personal information  

We always endeavor to collect and use your personal information only with your knowledge and consent. This typically includes where you submit your details to enquire about our products and services, request technical support, submit you CV and other information as part of a job application and when you use our services.

The type of personal information we collect for these purposes may include your name, telephone number, email address, postal or other addresses and bank information. It shall be used within our legitimate interests to discuss you’re your enquiry, whether it be an enquiry, technical support or a job application.

If you choose to provide us with personal information, it will be used in support of the intended purposes and subject to any preferences indicated by you. 

The information we collect includes: 

  • Contact data including your name, email address, postal address, phone number and other relevant information we need to contact or identify you in relation to our products or services.
  • Financial data including your bank account and payment information relating to our products or services.
  • Technical information and data such as your internet protocol (IP) address, browser type, browser version, operating system and other technology used to access our websites.
  • Usage data that includes information about how you use our websites, products and services for the purposes of maintaining functionality and improvements to those websites, products and services.  
  • Marketing and communication preferences covering your preferences in relation receiving marketing information from us and our third parties as well as your communication preferences. We do not undertake any marketing activities using data obtained for the purposes of providing services such as billing and consumer management services on behalf of our Clients or data within our Mabdeck or mySycous metering and billing portal.  
  • Energy supply data including your account activity data, technical details on your meter and other related assets, charging and tariff information and consumption data.  
  • Special categories of data that includes health and financial vulnerability data, if applicable, to include you on the Priority Services Register, if you request this service. 

We use aggregated data that is anonymised and does not reveal your identity in order to improve our operations and ensure we are providing you with the best service possible. This includes using energy consumption data for the purpose of energy analysis, efficiency and improvement of our products and services.  

We may collect non-personally identifying information about your visit to our websites based on your browsing activities, including through the use of ‘cookies’. This non-personal identifying information may include the pages you browse and products and services viewed, for example. This information will help us understand the preferences of visitors to our website to enhance our future development and products.

How will we use your information  

We’ll only use your personal information where we’re allowed to by law. Generally, this will be under one or more of the following circumstances: 

  • to perform our contract we have or will have with you; 
  • providing you with technical or product support; 
  • processing and delivering orders we receive from you; 
  • administering your account and other account queries; 
  • to perform our contract where we have been appointed as a service provider to provide services on another organisations behalf; 
  • it’s necessary for us to run our business and give you the best possible service; 
  • where we need to comply with a legal or regulatory obligation; and/or 
  • for marketing purposes where you have agreed to us using your personal data. We explicitly exclude the use of personal data for marketing purposes when obtained to perform our contract where we have been appointed as a service provider or data has been supplied through the Mabdeck or mySycous metering and billing portals. Marketing preferences can be updated at anytime by getting in touch with us or using the unsubscribe link.

Contacting you  

We’ll contact you by the method we’ve agreed with you in our terms and conditions or as updated. 

Credit Checks 

If we deliver any goods or services prior to receiving payment, except where we have been appointed as a service provider, we reserve the right to obtain a credit report based on statistical analysis by credit reporting agencies so as to protect our rightful interests. Credit checks are conducted on registered companies only, we do not conduct credit checks on individual consumers.   

Sycous currently use the following credit agency to complete credit checks: 

Experian Ltd; The Sir John Peace Building, Experian Way, NG2 Business Park, Nottingham, NG80 1Z; 

For the purpose of this credit check, we will transmit the personal data required and use the information obtained about the statistical probability of payment default. You have the option to select a payment method, such as pro-forma, which does not require this credit check. Credit checks are monitored throughout the period an account remains active.

When will we disclose your information to others?  

We may share your personal information in order to fulfil our contractual obligations and provide services to you. 

We may disclosure information about you to service providers who provide services such as payment, engineering, data collection and other services that are necessary to enable us to perform our contractual obligations. Where third parties are processing data on our behalf, they won’t use your personal information for their own purposes and we only permit them to use it in accordance with our instructions and the law. 

We do not sell or pass your information to third parties except in the case detailed above, or where you have provided express permission or is strictly necessary to provide products and services you have requested.

For example, we may disclosure limited personal information for the purpose of providing a product or service, such as a service provider to collect monies by debit or credit card or for providing functionality within our systems or services.

We do not disclosure personal data under any circumstances except to meet any legal or regulatory requirement (for example, compliance with court orders) or obligations in accordance with the applicable law.  

We may also be obliged to disclose your personal information to meet any legal or regulatory requirements in accordance with applicable law. 

We do not permit organisations listed to pass your personal information outside of the EU.

Protecting your information  

We follow security procedures to ensure your personal information remains protected. These procedures are reviewed to ensure they remain robust. We also have procedures in places to protect your data, such as verifying your identity when you contact us. 

We are constantly reviewing and enhancing its technical, physical and managerial procedures and rules to protect your personal data from unauthorised access, accidental loss and/or destruction. We use industry standard TLS certificates to provide encryption of data in transit, for example, all access to HIU Service websites and management portals is covered by HTTPS.

You should be aware that communications over the Internet, such as emails, are not secure unless they have been encrypted. Your communications may route through a number of countries before being delivered. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control and recommend that you do not transmit any personal information in this manner.

Social media, blogs, reviews and external links 

Any social media posts or comments you send to us will be shared under the terms of the relevant social media platform (e.g. Facebook / Twitter / LinkedIn) on which they are written and could be made public.

As we do not control these platforms we are not responsible for this kind of sharing. We recommend you should review the terms and conditions and privacy policies of the social media platforms you use. 

We may also use any item shared as being public across other platforms.

Where we provide a hyperlink to an external source on our websites we do this to provide additional information or to access additional relevant services. We take reasonable steps to ensure these sites are suitable but cannot take responsibility for the information contained within external locations, or the accuracy of external content. 

How long do we keep your information for?  

We only retain your information so long as we actually need it for the purpose you originally intended. This will generally be the length of time you have an account with Sycous or use our products and services or the length of time required to meet our legal, data protection and privacy obligations.

 In terms of potential sales information, we will keep information for no longer than 5 years, unless we receive information that the data is inaccurate or consent is withdrawn at any time following which we will immediately remote the data.

Monitoring and or recording of all your Communications  

Monitoring or recording of your calls, emails, text messages and other communications may take place in accordance with UK law, and in particular for business purposes, such as for quality control and training, to prevent unauthorised use of our services, products and websites as well as to ensure effective systems operation and in order to prevent or detect crime.

Personal Data and Processing Activities 


Personal Data 

Lawful Basis 

Providing products or services, including quotations and deliveries 

Contact data 

Financial data 

Technical data 


Performance of our contract with you 

Performance of our contract as a Service provider 

Necessary for us to run our business and provide our service to you 

Necessary for us to run our business (e.g. to undertake credit check or other credit control activity) 

Contacting you to follow-up on an enquiry 

Contact data 

Technical data 

Performance of our contract as a Service provider 

Necessary for us to run our business and provide our service to you 

Provide information about goods or services that might be of interest to you.  

Contact data 

Marketing and communications data 

Consent and preferences 

Necessary for us to run our business  


Train our team and ensure a consistent and quality service is provided including the recording of calls 

Contact data 

Call recording 

Necessary for us to run our business in maintaining our levels of service and provide training  

Using data analytics to monitor and improve our website, products/services 

Technical data 

Usage data 

Necessary for us to run our business in maintaining our levels of service and grow our business, including informing our strategies  

Providing services to you, including: 

  • registering a service agreement 
  • accepting payments  
  • raising charges 
  • collecting and recovering monies owed to us or others 

Carrying out our business processes to provide a service to your or undertake our role as a service provider 

Contact data 

Financial data 

Technical data 

Special categories of data 

Performance of our contract with you 

Performance of our contract as a Service provider 

Necessary for us to run our business and provide our service to you 

Necessary for us to run our business (e.g. to undertake credit control activities)