Privacy notice
Last updated 8 September 2026
This notice explains what we do with information collected when one of our representatives calls at your home, when you contact us, or when you use this website. It is written to meet our obligations under the UK GDPR and the Data Protection Act 2018.
Who we are
Utility Expert is a trading name of The Interactive Team Ltd, a company registered in England and Wales under number 08743412, with its registered office at 20-22 Wenlock Road, London, N1 7GU. Our operating office is at Erskine House, 1 North Avenue, Clydebank, G81 2DR. We are the data controller for the information described here, and we are registered with the Information Commissioner's Office under reference ZA085100.
For anything about your information, write to dataprotection@utilityexpert.uk or to the registered office marked for the attention of the Data Protection lead.
What we collect
- Your name, address and postcode.
- Your phone number and email address, where you give them.
- Details of your energy arrangements: your current supplier, tariff, payment method, roughly what you use, and whether you own or rent the property.
- Whether you asked not to be contacted again, and the date you asked.
- Recordings of calls made or transferred by us, for training, quality and compliance.
- If you tell us, information about circumstances that mean you need extra support — for example a disability, a serious illness, or being of pensionable age. This is special category data and we treat it accordingly.
We do not ask for and do not want your bank details, card numbers, PIN or online banking credentials. Nobody working for us has any reason to request them.
Why we use it, and our lawful basis
| What for | Lawful basis |
|---|---|
| Checking whether a better tariff is available and discussing it with you | Steps taken at your request before entering a contract, and our legitimate interests in marketing our services |
| Passing your details to an energy supplier or its authorised call centre so a sale can be completed | Steps taken at your request before entering a contract |
| Recording and monitoring calls for quality and compliance | Our legitimate interests in supervising our staff and meeting supplier and regulatory requirements |
| Keeping your address on our do-not-knock list | Legal obligation, and our legitimate interests in respecting your wishes |
| Investigating a complaint or a report about a caller | Legal obligation, and our legitimate interests in running our business properly |
| Recording that you need extra support | Your explicit consent, or substantial public interest where the law allows |
Where we rely on legitimate interests, we have weighed those interests against your rights and concluded that our use of your information is proportionate and would not surprise you. You can ask us for that assessment.
Who we share it with
- Energy suppliers and their authorised call centres, where you have asked to hear about a tariff. They become responsible for your information from that point and will have their own privacy notice.
- Our service providers — the companies that host our systems, run our telephony and store our records. They act on our instructions only and are bound by written contracts.
- Regulators, the police, or our professional advisers, where we are required or permitted by law to do so.
We do not sell your information to third parties for their own marketing.
Where it is held
Your information is normally held on systems inside the UK or the European Economic Area. Where a provider processes it elsewhere, we make sure an approved safeguard is in place, such as the UK International Data Transfer Addendum.
How long we keep it
- Where no sale results: up to 6 months, then deleted.
- Where a sale results: 6 years from the end of the contract, to deal with any dispute or regulatory query.
- Call recordings: 12 months, unless a complaint or investigation means we need to keep one longer.
- Do-not-knock and do-not-contact records: kept indefinitely, because deleting them is how we would end up contacting you again.
- Complaint records: 6 years from resolution.
Your rights
You can ask us to give you a copy of what we hold, correct anything wrong, delete it, restrict what we do with it, or send it to someone else in a usable format. You can object to us using it for marketing, and we will stop — there is no balancing exercise on that one. Where we rely on your consent, you can withdraw it at any time.
Ask by emailing dataprotection@utilityexpert.uk. It is free, and we will reply within one month.
If you are unhappy with how we have handled your information, tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
This website
This site does not use advertising or tracking cookies. If you send us a report or ask to go on the do-not-knock list, we receive what you type into the form and use it only for that purpose. Our host records standard technical logs, including IP addresses, to keep the site secure and available.
Changes
If we change how we use your information we will update this page and change the date at the top. Material changes will be brought to your attention where we hold contact details for you.