Ian Mann & Son's Call Recording Policy

We appreciate your interest in our Call Recording Policy. At Ian Mann & Son, we have a telephone system that is capable of recording conversations. This standard practice provides us and most other businesses within the UK, with the opportunity to record telephone calls for quality monitoring, training, compliance and security purposes.

What law applies?

We always ensure that the use of these recordings is fair and that we comply with the requirements of the relevant legislation, and in particular, the 

• Regulation of Investigatory Powers Act 2000

• Telecommunications (Lawful Business Practice) (Interception of Communications Regulations) 2000

• Privacy and Electronic Communications Regulations 2013

• Data Protection Act 2018

• General Data Protection Regulation 2018

• Human Rights Act 1998.

Purpose

The purpose of this policy is to govern the procedures for telephone call recording within Ian Mann & Son and the management of access to and use of the recordings. Specifically, this policy aims to minimise intrusion by restricting the recording of calls and the access to and use of these recordings to limited and specific purposes. In order to maintain high standards and protect the public and our staff we need to record all inbound and outbound telephone calls made or received by our Customer Services Team and retain them for a limited period of time.

Scope

All calls made by or to our Customer Services Team will be recorded. A call can be retrieved or monitored when: i) it is necessary to investigate a complaint; ii) it is part of a management 'spot check' that customer service standards are being met; iii) it provides assurance of our quality standards; iv) there is a threat to the health and safety of staff or customers or for the prevention or detection of crime; v) it is necessary to check compliance with regulatory procedures; and vi) it will aid standards in call handling, through use in training of our staff.

Collecting information

General

Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with theUK`s Data Protection Act (“DPA”) and the EU's General Data Protection Regulation (“GDPR”). 

Opt Out

If the person making the call says that they do not wish to have their call recorded, the call recording will be stopped manually by the call operator.

Payment Details 

Where payment details are collected over the phone by our staff, the recording will be automatically stopped/paused and automatically re-started once these details have been taken.

Playback and Access

Any playback of recordings will take place in a private setting. All recordings will be stored securely online, and access to these is controlled and managed on a need to know basis and a clearly defined business need and reasons via a dedicated access procedure. 

Retention

No recordings are kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved. Backups are held for a period of 25 months.

Confidentiality 

All recordings are held in strict confidence and may only be accessed by Line Managers, Human Resources Managers or any Disciplinary Hearing Panel as evidence in relation to any disciplinary process. 

Access Request

The DPA and GDPR allow access to information that is held about an individual and their personal data including recorded telephone calls. Requests for copies of telephone conversations can be made at any time by email using ian-mann@btconnect.com or in writing to Ian Mann & Son Ltd of 90 Lower Fold, Marple Bridge, Stockport SK6 5DU. After assessing whether the information can be released, the requestor can be invited to our premise to hear the recording. The right to be forgotten does not override legal and compliance obligations. All requests for access to call recordings should include i) a Valid reason for request; ii) Date/Time of call; iii) Telephone number or extensions used to make /receive call; iv) Any other information on the nature of the call. The browsing of call recordings is not permitted.

Validity and questions

This Call Recording Policy was last updated on Thursday, 24th of August, 2023, and is the current and valid version. However, we want to point out that from time to time due to actual or legal changes a revision to this policy may be necessary. If you have any data protection questions, please feel free to contact us.