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Call recording

As part of our commitment to providing the best possible service to our customers we record all telephone calls answered and made by our call centre. This helps us to identify ways that we can provide you with a better service.

We record calls:

  • for staff training purposes, helping us to improve the quality of our customer service and to ensure the information we provide is consistent and accurate
  • for reporting on the types and numbers of enquiries we receive
  • so we can find ways to simplify our service to you, and
  • to ensure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone and/or if there is a dispute.

We understand your personal information is important and we are committed to protecting your privacy. We store the recordings securely for up to seven years and destroy them after this period. 
 
You can request access to and correction of the personal information we hold about you. Unless we have lawful reason for withholding this information we will provide you with access. To access or update your personal information please call us on 07 577 7000.


Last Reviewed: 22/02/2017