Call Recording

Telephone recording privacy notice

Why we process your information
We record telephone calls you make to our customer contact centre to:

• check for mistakes
• train staff
• prevent, detect, investigate and prosecute fraud
• help plan and make improvements to our services
• We do this in the interests of offering a good service to our customers and to protect from fraud.

Alternative methods of communication are available.

Sometimes, calls may not be recorded if:

• there is a technical fault with the telephony system
• a call handler is using equipment which does not let calls be recorded
• you’ve been transferred to a different line 

Your information will not be transferred outside the UK or European Economic Area.

Sharing your call recording
Your information may be shared with other organisations if they have a legal right to it.

How long we keep your call recording
We will delete call recordings up to 6 months after the call was made. This ensures that any subsequent investigations can be completed.

Your rights
The information you provided will be managed as required by Data Protection law.

You have the right to receive a copy of the call recording.

You have the right to request that the call recording be deleted if you believe we are processing it for longer than necessary.

The right to be forgotten, known as the right to erasure, is one of the data subject rights provided by the General Data Protection Regulation (GDPR). This right allows individuals to request that their personal data be erased in certain circumstances.

Under the GDPR rules, individuals have the right to ask for their personal data be deleted if:

1. The data is not or is no longer necessary for the purpose for which it was collected.
2. The individual withdraws their consent to process the data; there is no other lawful basis for processing it.
3. The individual objects to processing of their data, and there are no overriding legitimate grounds for the processing.
4. The data was unlawfully processed.
5. The data has to be erased to comply with a legal obligation.

If a person requests that their data be deleted, the data controller must respond without undue delay and no later than one month from the date of the request. The data controller must verify the identity of the individual making the request and then assess whether the request is valid.

If the request is valid, the data controller must erase the personal data without delay unless there is a legitimate reason for keeping the data, such as to comply with a legal obligation.

It’s important to note that the right to be forgotten is not absolute, and there may be situations where an individual cannot exercise it, for example, if the data processing is necessary to exercise their right to freedom of expression and information or for the establishment, exercise, or defence of legal claims.

Please contact us using the 'Contact Us' form if you have any questions or concerns and prefer not to use the telephone.