helloBill acts on your behalf with providers, under the Letter of Authority you signed. To do that we hold your account details, the details about your home and services you gave us or that were passed on by the partner you came to us through, and the record of what you authorised. The set-up or switch journey doesn't read your email or your bank, and helloBill only acts for the person whose account it is.
How long we keep things depends on what they are:
your Letter of Authority and the record of what you authorised: up to six years after the set-up or after your account closes, because they prove what you agreed to;
your payment references: normally up to six years, because financial records have to be kept;
your account and household details: while your account is open, then up to six years only where we need them for legal, accounting or dispute reasons;
details collected to set up or switch a service: while it needs them, then normally up to 12 months;
support and complaint records: normally up to three years after the case closes.
The full retention table is in our Privacy notice.