Call Recording and Monitoring
We may record and monitor inbound and outbound telephone calls for legitimate business purposes, including staff training, quality assurance, service improvement, regulatory compliance, and the accurate record‑keeping of customer interactions. These recordings may capture personal data, such as your name, contact details, or any other information that you choose to share with us during the call. As such, all call recordings are processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, which require organisations to handle personal data fairly, lawfully, and transparently.
Where call recording is in place, callers are notified at the outset of the conversation, in line with recognised industry guidance, which states that customers must be informed that a call may be recorded and the purpose of such recording prior to the conversation taking place. This ensures individuals are aware of the processing of their personal data and can choose whether or not to continue the call.
Call recordings are stored securely, retained only for as long as necessary to fulfil the purposes for which they were collected, and accessed solely by authorised personnel. Individuals may request access to recordings that contain their personal data, subject to our standard verification procedures and data protection obligations
