Privacy Policy

Privacy Statement

Scottish Water Business Stream Limited, (company number SC29492), having a registered office at 7 Lochside View, Edinburgh EH12 9DH, is committed to protecting and respecting your privacy. 

In this privacy statement references to "we", "Business Stream" (and connected words such as "us" or "our") refer to Scottish Water Business Stream Limited. We use the term "personal information", to describe the information we receive or collect about you. 

This privacy statement (together with our terms of use and any other documents referred to on it) explain how we collect, use and share and/otherwise process your personal information. Please read the following carefully to understand our views and practices regarding your personal information and how we will treat it. By submitting personal information to us you are deemed as agreeing to the use of these details as described in this privacy statement. 

Our site may, from time to time, contain links to and from the websites of our partner networks. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.  Please check these policies before you submit any personal information to these websites.

1. Information we may collect from you

We may collect and process the following personal information about you:

1.1    Information that you provide by registering with us, corresponding with us by phone, email or otherwise, or if you receive a service from us. The information you give us may include your name, address, e-mail address, reference number, supply point ID and phone number. If you contact us, we may keep a record of that correspondence; 

1.2    Information such as court proceedings or other information relating to creditworthiness that may be obtained from a credit check we may undertake;

1.3    Information that you submit by using our site’s online payment facility, or over the phone with us, where you submit your credit/debit card details to WorldPay Limited ("WorldPay") which provides secure, online, real-time payment services to Business Stream. Further information about WorldPay can be found below at paragraph 13 of this privacy statement; and

1.4    We may additionally collect information about how you access our services, including technical information such as the Internet Protocol (IP) address used to connect your computer to the internet.

2. Information we may collect from third parties

2.1    We may collect information given to us by someone else on your behalf.  If you give us information on behalf of someone else, you confirm that they have given you their personal information and that they have agreed to us using their personal information as set out in this document. 

2.2    If you give us sensitive information about yourself or others (such as details of special needs for bills), you agree (and confirm that the relevant person the information is about has agreed) to us processing this information in the way set out in this document.

2.3    If you are making a joint application or you have told us about some other financial association with someone else, a ‘financial association’ between you and that other person (or people) will be made by the credit reference agencies. This will link your financial records with that other person (or people) so that we take account of both (or all) of your records in all future applications either or both (or all) of you make. This will continue until one of you successfully sends a notice to the credit reference agencies asking for the financial association with that person to be removed.

3. WorldPay - automated payment process – credit and debit card information

3.1    WorldPay is a secure online, real-time payment service provider, which supports all major credit and debit cards. WorldPay is part of The Royal Bank of Scotland banking group. WorldPay – and not Business Stream – is the data controller of this information. 

3.2    WorldPay is bound by data protection laws. If you have any queries regarding WordPay’s data protection policy, you can contact them at

3.3    If you would like a copy of the information WorldPay hold about you, you can write to: The Royal Bank of Scotland plc, 36 St Andrew Square, Edinburgh, EH2 2YB. Please note a fee may be payable.

3.4    Business Stream does not store, hold use or process your credit/debit card details at any time.

3.5    If you make a payment over the phone, a confirmation SMS text message will be sent to you to confirm the payment amount and the account to be credited.

3.6    Business Stream will ask you to supply your customer reference, name, amount to pay, supply address and email address. This information may be kept for a period of up to six years for accounting purposes by Business Stream. You will then be transferred to a secure payment area maintained by WorldPay, where you will be prompted for your credit/debit card details to complete the transaction.

3.7    WorldPay processes your payment and provides Business Stream with confirmation and details of your payment. These details include your IP address. 

4. Legal basis for processing information

4.1    We will process your personal information lawfully and fairly in accordance with data protection laws. We may process your personal information where:

4.1.1  It is necessary for performing our functions and activities generally;

4.1.2  It is necessary to provide you with services;

4.1.3  You have consented to our processing of your personal information;

4.1.4  We have a legal obligation to do so; or

4.1.5  We have a legitimate interest to do so, for example on a business sale or fraud prevention purposes.

5. Uses made of your personal information

5.1    We may use personal information you give to us in the following ways:

5.1.1  To identify you when you contact us;

5.1.2  To exercise our rights and to perform our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us;

5.1.3  To monitor and record any communications with you for quality assurance, compliance and to detect and prevent fraud or money laundering;

5.1.4  To provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;

5.1.5  To permit selected third parties to provide you, with information about goods or services we feel may interest you;

5.1.6  To notify you about changes to our service; 

5.1.7  To release any information we are required to release by law, regulation or court order;

5.1.8  To release information to any regulatory organisation (such as the Water Industry Commission for Scotland, Ofwat, the Central Market Agency (CMA) and the Market Operator Services Limited (MOSL)) or anyone employed by or contracted to such organisation;

5.1.9  To protect the health and safety of the public in an emergency or in the interests of national security;

5.1.10 To carry out credit checks and for fraud prevention purposes; and

5.1.11 To allow you to participate in interactive features of our service.

5.2    We will use the information we collect about you to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, advertising, statistical and survey purposes, together with security analysis and in order to ensure effective interaction with you.

6. Where we store your personal information 

6.1    The personal information that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA").It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the processing of your personal information, the processing of your payment details and the provision of support services. Countries your personal information may be transferred to or processed in include the United States of America and India. By submitting your personal data, you agree to this transfer, storing or processing.

6.2    Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

6.3    Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your personal information transmitted to our site; any transmission is at your own risk. Once we have received your personal information, we will use strict procedures and security features to try to prevent unauthorised access.

7. Disclosure of your personal information

7.1    You agree that we have the right to share your personal information with:

7.1.1  Any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006;

7.1.2   Business partners, suppliers and sub-contractors for the performance of any contract that we enter into with them or you;

7.1.3   Selected third parties including Utilitywise;

7.1.4   Any regulatory organisation (such as the Water Industry Commission for Scotland, the Central Market Agency (CMA) and the Market Operator Services Limited) or anyone employed by or contracted to such organisation;

7.1.5   Anti-fraud organisations and credit references agencies for the purpose of assessing your creditworthiness;

7.1.6   Analytics and search engine providers, that assist us in the improvement and optimisation of our site; and

7.1.7   Our professional advisers and services providers.

7.2    We will disclose your personal information to third parties:

7.2.1  In the event that we sell or buy any business or assets, in which case we will disclose your personal information to the prospective seller or buyer of such business or assets;

7.2.2  If we or substantially all of our assets are acquired by a third party, in which case personal information held by us about our customers will be one of the transferred assets; or

7.2.3  If we are under a duty to disclose or share your personal information in order to comply with any legal or regulatory obligation, or in order to enforce or apply the terms of any other agreements to which you and we are a party, or to protect the rights, property, or safety of Business Stream, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

8. Marketing 

8.1    We may use your personal information for marketing purposes in accordance with choices that you make from time to time when interacting with us.

8.2    More generally, however, to the extent permitted by law, we may use your personal information to tell you about other services we offer that are similar to those that you have already purchased or enquired about. Where we have obtained your details in the course of a previous sale or negotiations of a previous sale to you, we may contact you by electronic means with information about services similar to those which were the subject of this previous transaction unless you tell us you do not want us to by opting out.

8.3    We may also use your information (or permit selected third parties) to provide you with information about services we feel may be of interest to you.

8.4    We may send you marketing material by email, by post, online and by any other communication channels, in accordance with applicable law and your preferences.

8.5    We may send you service messages, which are essential for our services. These include messages relating to managing your account and to fulfilling your requests. If you opt out of receiving marketing messages, you will continue to receive these service messages.

8.6    You can opt-out/object to the processing of your personal information for marketing purposes at any time by contacting us using the details at the end of this privacy statement.

9. Your rights

9.1    You have the right to be informed whether we are processing your personal information. The law gives you the right to access personal information we hold about you. 

9.2    You have the right to liaise with us to discuss the use of your personal information. If you wish to update any of your personal information collected by us through our site, you can do so by visiting and selecting "My Account". There you can select the relevant web form and complete it by following the on-screen instructions. 

9.3    You have the right to complain to the Information Commissioners Office (ICO) – – if you have any concerns about the way your personal information is being processed by us.

9.4    You may exercise your rights at any time by contacting us by contacting us via the Contact us page.

10. Cookies

We also use cookies and for detailed information on the cookies, please see our Cookie Policy

11. Changes to our privacy statement

We reserve the right to change the terms of this privacy statement from time to time. Any changes we may make to our privacy statement in the future will be posted on this page and, where appropriate, notified to you by e-mail.

12. Retention of your personal information

We will hold your personal information for as long as we are providing our services to you and afterwards for as long as may be necessary for establishing, exercising or defending legal rights. 

13. How to contact us 

If you have any questions or comments about how we use your personal information or about this privacy statement, or would like to exercise your rights, please contact us via our Contact us page.