Cookies Policy

1. What Are Cookies

Cookies are small text files placed on your device when you visit a website. They help websites work properly and provide information to the website owner about how the site is used.

2. How We Use Cookies

This website uses cookies in the following categories:

• Strictly necessary cookies: These are essential for the website to function. They cannot be switched off. They include cookies that manage your session, remember your cookie consent preferences, and support optional tools such as live chat and the guided eligibility flow on our ECO4 scheme page when you choose to open them.
• Analytics cookies: These help us understand how visitors use the site, such as which pages are visited and how long people spend on them, so we can improve the website.
• Advertising cookies: These may be set by our advertising partners to build a profile of your interests and show you relevant advertisements on other websites.

Cookies on this website are set by us and by third-party services we use. A full list of active cookies is available through our cookie consent tool.

3. Live Chat and Eligibility Checker

We use two contracted third-party tools on this website. They serve different purposes and run on different pages.

3.1 Live chat

Our live-chat feature is provided by a specialist messaging supplier based in Germany, acting for UKEM only as a data processor under a written agreement. It lets you message our support team directly. The chat entry point appears on most pages but not on certain dedicated landing pages such as our ECO4 scheme page and our Make a Complaint page (which use guided flows instead, see below).

When the chat loads, that supplier may set cookies and use local browser storage to remember your conversation, recognise you on return visits, and distinguish visitors for our team. If you open the chat and send a message, the content of that conversation, your name, and any contact details you provide are processed on our behalf and transferred to us so we can respond.

3.2 Eligibility checker (ECO4 scheme page)

On our ECO4 scheme page, buttons that invite you to check grant eligibility open a guided questionnaire hosted by a separate automation supplier based in the Netherlands, also appointed as our data processor under a written agreement. The flow asks a short series of questions to see whether you might qualify. We use it on that page instead of live chat so the two tools are not shown together.

When you start the checker, that supplier may set cookies and use local browser storage to remember your progress and to avoid restarting the same flow on a return visit. The answers you give and any contact details you provide are processed on our behalf and transferred to us so we can follow up about your enquiry.

3.3 Complaints form (Make a Complaint page)

On our Make a Complaint page, the button to start a complaint opens a guided questionnaire from the same automation supplier as the ECO4 checker (see above), under the same data-processing agreement. The flow collects the details we need to log and investigate your complaint. We use it on that page instead of live chat so the two tools are not shown together.

When you start the form, that supplier may set cookies and use local browser storage to remember your progress. The answers you give and any contact details you provide are processed on our behalf and transferred to us so we can acknowledge and handle your complaint.

3.4 Further information and blocking

If you want the trading name, address, or current privacy notice for either supplier, email customercare@ukem.co.uk.

If you do not want either tool to load, you can block it through your browser's content-blocking or extension settings. Closing a chat or checker does not by itself delete data already stored in your browser; to remove it, clear cookies and site data for this domain.

4. Your Choices

When you first visit this website, you will be shown a cookie consent banner. You can accept or reject non-essential cookies. You can change your preferences at any time by clicking the cookie settings link in the website footer.

You can also control cookies through your browser settings. Most browsers allow you to block or delete cookies. Please be aware that blocking all cookies may affect the functionality of this website.

5. Changes to This Policy

We may update this Cookies Policy from time to time. The date at the top of this page indicates when it was last updated.

6. Contact

If you have any questions about our use of cookies, please contact us at customercare@ukem.co.uk.

For more information about cookies, visit www.allaboutcookies.org or www.youronlinechoices.com/uk.