Call Recording Notice

Calls may be recorded

Calls to and from the business may be recorded and transcribed. Where a call is recorded, you are told at the start of the call, before any substantive conversation takes place.

If you would prefer not to be recorded, say so and the call can continue without recording or be arranged another way. Declining does not affect how your enquiry is handled.

Recording consent law varies by state: some require the consent of every party to the call, others only one. What is described above does not vary with it. Every recorded call is announced at the start and anyone on it can decline, which meets the stricter rule as well as the looser one, so there is nothing to work out about which state you are in.

Automated callers

Where a call is placed by an automated agent, that agent identifies itself as artificial intelligence. It does not present itself as a human being. See the Artificial Intelligence Disclosure.

Automated calls are placed only to people who have previously engaged with the business, where the operator holds a consent record for the number, and only between eight in the morning and nine at night in the recipient’s local time.

What happens to recordings

Recordings and transcripts are stored as part of the record of the conversation and are attached to the timeline for that party. Retention periods will be stated on this page in the reviewed version.

You can ask what recordings we hold about you, and ask for them to be deleted, using the privacy rights request form.

Stopping calls

To stop calls entirely, say so on any call, reply STOP to any message, or make a request through the privacy rights request form. A request to stop is honored immediately across every channel at once.