Utility Discount

Privacy Policy

How we collect, use, share, and protect your personal data.

Please note that the privacy information on this page only covers this website – you will be given a copy of the full Terms and Conditions regarding your Utility Discount bill before agreeing to switch provider.

Personal Details and Data Protection Privacy

This Privacy Policy explains how Real Life Services Ltd and its group companies ("we", "us", "our") collect, use, share and protect your personal data when you use our websites, services or interact with us.

This policy applies to websites operated by:

  • Utility Discount
  • Real Life Services Ltd
  • So Green Ltd
  • Any associated trading styles or brands within the Real Life Services Ltd group

This policy applies only to our websites and services. Where you engage directly with a third-party provider, their own privacy policy will apply.

Your privacy is very important to us so this policy explains more about:

Who we are

Data Controller: Real Life Services Ltd, trading as Utility Discount
Registered in England and Wales, company number 05207741
Registered office: Eagle Tower, Montpellier Drive, Cheltenham GL50 1TA
ICO registration number: Z888716X
Write to us: Customer Services, Real Life Services Ltd, 6 Harrier Close, Calne, Wiltshire SN11 9UT
Telephone: 08000987641
Email: customercare@utility.discount

Real Life Services Ltd is the Data Controller responsible for your personal data, whichever of our websites or brands you use.

So Green Ltd is a company in the same group (see the list above) and also appears on our partners list as an energy supplier or broker.

The data we collect

We collect information about you when you register your online enquiry, agree to use our services, contact us for any reason and via cookies when you visit our websites. We process your data for certain legitimate business purposes including enabling us to respond to your enquiry about our services and to process any order for our services you make. We may use your contact details to get in touch by phone, email or SMS and to give you the opportunity to complete your order or to give us feedback.

We may collect and process the following categories of personal data:

  • Identity Data
    • Full name
    • Gender
    • Date of birth
  • Contact Data
    • Address
    • Email address
    • Telephone number
  • Service Data
    • Current utility or service provider
    • Energy usage details
    • Meter numbers
    • Home ownership status
    • Financial details relevant to your enquiry
    • Current payments or tariff details
  • Technical Data
    • IP address
    • Browser type
    • Device information
    • Cookie identifiers
    • Website usage data
  • Call Data
    • Recordings of telephone calls with our team
    • Transcripts of those calls and the results of quality reviews
  • Marketing & Communication Data
    • Preferences in receiving marketing
    • Communication history
    • Consent records

We do not knowingly collect personal data from individuals under 18.

Energy Usage & Supply Information

With your permission, we may obtain information about your gas and electricity supply, usage, and meter details from industry data services, including services provided through the ElectraLink API.

This information may include:

  • Your energy consumption and usage history
  • Meter Point Administration Number (MPAN) and Meter Point Reference Number (MPRN)
  • Meter type and technical details
  • Current supplier and tariff-related information
  • Address and supply status information

We use this data to:

  • Provide an energy-switching service across our panel of suppliers
  • Assess potential savings and suitable tariffs
  • Verify supply details and improve quote accuracy
  • Support customer service and account management

We will only access and process this information where we have a lawful basis to do so, including your consent where required, and in accordance with applicable UK data protection laws, including the UK GDPR and Data Protection Act 2018.

Your data is processed securely and only shared with relevant energy suppliers, trusted service providers, and industry participants where necessary to provide our services.

Marketing, Communication and Cookies

The information we hold for you may also be used to keep in contact with you by phone, email or SMS and to let you know about other services from within our group that you might be interested in. Only if you have said yes (the partner tick box on our forms, or on our marketing preferences page), we will pass your details to the organisations on our partners list so they can contact you with their own offers. No one else receives your details for marketing.

If you no longer wish to be contacted for marketing purposes please use our Marketing Preferences Page or click here.

Website usage information is collected using cookies. If you require any more information on the data we hold for you please contact us on customercare@utility.discount.

Third party vendors, including Google, show Real Life Services Ltd group advertisements on the internet. Third party vendors, including Google, use cookies to serve ads based on a user's prior visits to Utility Discount. Users may opt out of Google's use of cookies by visiting the Google advertising opt-out page and/or managing preferences in their Google Ads settings.

How we collect your data

We collect personal data:

  • When you submit an enquiry
  • When you complete a form on our website
  • When you call us
  • When you respond to advertising
  • Through cookies and tracking technologies
  • From publicly available sources
  • From third-party data partners (where lawful)

How we use your personal data

We use your personal data to:

  • Respond to enquiries
  • Provide quotations
  • Process service applications
  • Facilitate energy or utility switching
  • Connect you with relevant service providers
  • Provide customer support
  • Improve our services
  • Monitor call quality, train our staff and check our sales are fair and compliant
  • Comply with legal obligations
  • Conduct marketing and lead generation activity

What we use your data for, and how long we keep it

This table sets out each main purpose, why the law lets us do it, how long we keep the data and how you can stop it. Details of the call recording rules are in the call recording section.

Answering your enquiry, giving you a quote and, if you ask us to, switching your supplier or provider Contract: taking steps at your request, and carrying out the switch. Deleted 2 years after we last had contact with you, unless you have bought from us. If you become a customer, we keep your sale record for as long as we need it for your sale and to meet our legal obligations. Tell us not to use your details, or ask us to delete them (see Your rights below). We cannot carry out a switch without them.
Phone calls from us about savings offers or when your tariff is due for renewal Your consent (the second tick box on our forms, or the opt-in we ask for on a call). Until you say stop, and no longer than 13 months after your latest enquiry or quote. After that we remove this permission. Say stop on any call, untick the box on our marketing preferences page, or contact us. You can also register with the Telephone Preference Service.
Partners on our partners list contacting you with their own offers Your consent (the third tick box on our forms, or the opt-in we ask for on a call). Partners only get your details for this if you have said yes. We remove this permission 13 months after your latest enquiry or quote, if you have not renewed it. Each partner keeps what we pass them under its own privacy policy. Untick "3rd party marketing" on our marketing preferences page, say stop on any call, or contact us. We then stop passing on your details; to stop a partner using what it already holds, contact that partner as well.
Email or text marketing from us Your consent. Until you unsubscribe or withdraw your consent. Use the unsubscribe link in an email, follow the opt-out instructions in the text (for example, text STOP to the number shown), use our marketing preferences page, or contact us.
Recording our calls with you Legitimate interests: to confirm what was agreed, to handle queries and complaints, and to train our staff. 6 months. 6 years if you became our customer (all your calls with us are then kept for that time). A recording we cannot link to a call is kept for 6 months. You can object to recording; tell the adviser at the start of the call, or contact us.
Typing up (transcribing) and AI review of our calls, for quality, training and checking our sales are fair Legitimate interests: keeping our service fair, clear and compliant. The transcript is kept for the same time as the recording: 6 months, or 6 years if you became our customer. The AI review of a call is kept the same way; for a call on a sale it is kept with the sale record for 6 years. The temporary copy of the audio used for the transcription is deleted straight after. Transcripts that we copy into internal quality studies are a separate copy. The words in those study records are cleared after 12 months. The full transcript files for those studies are held securely and are deleted automatically after 12 months. Contact us to object. See How We Use AI.
Remembering your cookie choice and measuring and advertising on our website Your consent for cookies that are not strictly necessary. Strictly necessary cookies do not need it. Cookies last for the times in our Cookie Policy. We keep a record of your cookie choice for 2 years and our records of website activity for 12 months. Change your choice in the cookie settings at any time, or clear cookies in your browser.
A short "do not contact" record, so an opt-out or deletion is respected Legal obligation and legitimate interests: we must not contact someone who has opted out. Kept after your other details are deleted, as a scrambled (hashed) phone number or email address rather than your full details. Contact us if you want to be contacted again.

We do not pass your details to anyone for their marketing unless you have said yes. Our partners are listed in full on the partners page.

Lawful Bases for Processing (UK GDPR Article 6)

We process personal data under one or more of the following lawful bases:

  • Consent – where you have given clear consent for marketing or third-party contact.
  • Contract – where processing is necessary to take steps at your request before entering into a contract.
  • Legitimate Interests – including commercial lead generation activity, business development, improving services, and fraud prevention (we always assess that our legitimate interests do not override your rights).
  • Legal Obligation – where required to comply with law or regulatory authorities.

Call Recording, Transcription & Use of AI

Telephone calls to and from our team are recorded and transcribed. We use automated speech-to-text transcription and AI-assisted analysis on these calls for quality assurance, staff training and coaching, and to check that our calls and sales are fair, clear and compliant. Where possible, personal details are automatically removed from transcripts before they are analysed.

There are two separate copies, and they are kept for different times:

  • The recording of the call is kept for 6 months, or 6 years if you became our customer (all your calls with us are then kept for that time). A recording we cannot link to a call is kept for 6 months.
  • The transcript is kept for the same time as the recording: 6 months, or 6 years if you became our customer. The AI review of a call is kept the same way; for a call on a sale it is kept with the sale record for 6 years.
  • Copies in internal quality studies. Where we copy a transcript into internal quality studies are a separate copy. The words in those study records are cleared after 12 months. The full transcript files for those studies are held securely and are deleted automatically after 12 months.
  • The temporary copy of the audio used to produce the transcript is deleted straight after the transcript has been made.

This processing is carried out on our behalf by trusted cloud and AI providers, acting only on our instructions under written data protection terms. We rely on our legitimate interests for this processing and have completed a Data Protection Impact Assessment. We do not make decisions about you that have legal or similarly significant effects based solely on automated processing — any decision about your enquiry, quote, order or switch is made by a person.

You can object to this processing or ask for a copy of a recording or transcript using the contact details below. Find out more on our How We Use AI page.

Lead Generation & Sale of Data

In addition to providing our own services, Real Life Services Ltd group (including Utility Discount, So Green Ltd and associated brands) operates as a client acquisition and lead generation and marketing company and are paid an acquisition fee from introducing third parties.

Where you submit your details via our websites, landing pages, advertisements, telephone calls, or partner websites, your information may be:

  • Used to assess your eligibility for products or services
  • Passed to the organisations on our partners list, but only if you have said yes to partner contact
  • Used for marketing by those partners, but only if you have said yes

If you have said yes, those partners may contact you by the method you agreed to (for example by phone) about products or services relevant to your enquiry. If you have not said yes, they do not get your details for marketing.

Our third party partners

This is the full list of organisations we may pass your details to for marketing, and only if you have said yes. It is the same list as on our partners page.

Energy suppliers and brokers

Financial service providers

Telecoms providers

So Green Ltd is part of the Real Life Services group and also appears in this list as an energy supplier or broker.

We only share data with organisations that are contractually bound to comply with UK GDPR, maintain appropriate security measures, and process data lawfully. Where required under PECR regulations, we obtain your explicit consent before sharing your data for electronic marketing.

We process and share your personal data under one or more of the following lawful bases: your consent, performance of a contract, legitimate interests (including commercial lead generation activity), or legal obligation. Where processing is based on consent, you may withdraw this at any time using our Marketing Preferences Page or by clicking here.

Marketing Communications

We pass your personal data to the organisations on our partners list for the purpose of marketing their products or services to you only if you have said yes. We tell you at the point of data collection, ask for your explicit consent, and give you clear ways to opt out.

If you do not wish your data to be shared or used for third-party marketing purposes, you may:

You have the right to object to direct marketing at any time. You also have the right to register with the Telephone Preference Service (TPS): www.tpsonline.org.uk

Data Sharing

We pass personal data collected through our websites or marketing channels to the partners on our partners list, for their own marketing, only where you have given your consent. We do not sell sensitive personal data.

We may share personal data with:

  • Group companies
  • Service providers and suppliers
  • Marketing partners (only those on our partners list, and only if you have said yes)
  • Data processors
  • Regulatory authorities
  • Legal advisors
  • Law enforcement

We may disclose data:

  • Where required by law
  • In connection with legal proceedings
  • To prevent fraud or criminal activity
  • During business sale, merger or restructuring

International Transfers

Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, such as UK adequacy regulations, Standard Contractual Clauses, or Binding Corporate Rules.

Data Retention

The table in What we use your data for, and how long we keep it gives the period for each purpose. In short:

  • Enquiry and quote details: deleted 2 years after we last had contact with you, unless you have bought from us (we keep your sale record while we need it for your sale and to meet our legal obligations).
  • Permission for marketing calls and partner contact: removed 13 months after your latest enquiry or quote, unless you renew it.
  • Call recordings, transcripts and AI review results: 6 months, or 6 years if you became our customer (AI reviews of calls on a sale are kept with the sale record for 6 years). If you ask us to delete your details, we also delete your recordings and transcripts. Transcripts that we copy into internal quality studies are a separate copy. The words in those study records are cleared after 12 months. The full transcript files for those studies are held securely and are deleted automatically after 12 months.
  • The temporary audio copy used for transcription: deleted straight after the transcript is made.
  • Cookie choices: 2 years. Records of website activity: 12 months.
  • A scrambled record of your phone number or email address is kept after deletion so that an opt-out is still respected. It cannot be turned back into your number or address.

Data is securely deleted or anonymised when it is no longer needed. Anonymised, aggregated statistics that cannot identify you may be kept for longer.

Data Security

We implement appropriate technical and organisational measures including encryption, access controls, secure hosting, confidentiality obligations for staff, and secure data processing agreements with partners.

Your rights and access to the information we hold

We are committed to the security of your personal information and we have security procedures in place to protect against the loss, misuse or alteration of information under our control. We have security measures in place to protect our database and access to this database is restricted. All information collected via the website is encrypted. All our employees who have access to, and are associated with the processing of personal data, are obliged to respect the confidentiality of your personal data.

Your individual rights as a data subject

  • Right of access – You have the right to ask us for copies of your personal information. This right always applies. There are some exemptions, which means you may not always receive all the information we process. You can read more about this here.
  • Right of rectification – You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. This right always applies. You can read more about this here.
  • Right to be forgotten – In certain circumstances you can ask for the data we hold about you to be erased from our records. You can read more about this here.
  • Right to restriction of processing – Where certain conditions apply you have a right to restrict the processing. You can read more about this here.
  • Right of portability – You have the right to have the data we hold about you transferred to another organisation. You can read more about this here.
  • Right to object – You have the right to object to certain types of processing such as direct marketing. You can read more about this here.

You have the right to request a copy of all the information we hold about you. If you would like a copy of all or some of this information please contact us at our head office, email customercare@utility.discount or call 08000987641. We log every request the day it arrives and reply within one month.

We want to make sure that all information we hold for you is accurate and up to date. Please keep us informed of any changes to your contact details or any other information which may impact on our ability to provide our services. You have the right to request that we remove or update any information that you think is inaccurate.

You can also withdraw your consent for live or automated calls from anyone by registering your telephone number on the Telephone Preference Service. Details can be found at www.tpsonline.org.uk.

Complaints

If you are unhappy with how we have handled your personal data, please complain to us first, using the contact details below, and we will try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at any time:
Information Commissioner's Office (ICO)
ico.org.uk/make-a-complaint

Data Protection Officer
Real Life Services Ltd Group
6 Harrier Close
Calne
Wiltshire
SN11 9UT
Tel: 08000987641
Email: customercare@utility.discount

Cookies

The full list of the cookies and similar technologies we use, what each one does and how long it lasts is in our Cookie Policy. We use them to:

  • Improve website functionality
  • Analyse website traffic
  • Deliver targeted advertising

You can manage cookie preferences via your browser settings, Google Ads settings, or by using the cookie settings button on our Cookie Policy page.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be published on this page with an updated revision date.

Manage Marketing Preferences

Please use our Marketing Preferences Page to manage how we market to you.

Changes made to this privacy policy on 16-10-2026.