Notice: Call recording will be coming into place

From 22nd November 2021 all calls to the Customer Services Team will be recorded.

The primary purpose for call recoding is for training and awareness. Recorded calls will also be used for quality monitoring and/or complaint handling. This will mostly be used by our Customer Service team; it may also be used as evidence when allegations are made.

Calls will be monitored and stored so that they can be referred to at a later date for up to 90 days. Calls may be retained for a longer period of time, in some circumstances, if staff have downloaded the calls within those 90 days. Their retention will then become subject to the Document and Data Retention Policy.

For more detail you can read our Privacy Notice and Call recording Policy here