Andrew Craig Group Call Recording Policy

Updated on 26 February 2020

Introduction

The Andrew Craig group of companies has a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance and security purposes.

All calls received into Andrew Craig group companies will be recorded and will be retained for a limited period after which they will be deleted unless retained for the purposes specified in this policy.

Recordings will only be used for the purposes specified in this policy. References to “Andrew Craig”, “us”, or “we” relates to all brands and linked companies of Andrew Craig Limited (Reg No 03146863). This includes:

• Andrew Craig Ltd (sales & lettings)
• Andrew Craig Property Management llp
• Places Mortgages llp (trading as MAB and Mortgages Now)
• AC (LNH) llp
• Angel Building Services NE Ltd
• YBS (SL) Ltd

Purpose of this telephone recording policy

In order to maintain high standards and protect the public and staff we need to record all telephone calls  and retain them for a limited period of time. We shall ensure that the use of these recordings is fair and that we comply with the requirements of the relevant legislation.

This includes: 

• The Regulation of Investigatory Powers Act 2000
• The Telecommunications (Lawful Business Practice) (Interception of Communications Regulations) 2000
• The Telecommunications (Data Protection and Privacy) Regulations 1999
• The General Data Protection Regulation 2018
• The Data Protection Act 2018
• The Human Rights Act 1998.

Scope of policy

• Under normal circumstances, a call will not be retrieved or monitored unless: 
  it is necessary to investigate a complaint
• it is part of a management 'spot check' that customer service standards are being met. 
• there is a threat to the health and safety of staff or visitors or for the prevention or detection of crime.
• it is necessary to check compliance with regulatory procedures.
• it will aid standards in call handling, through use in training of our staff.

Collecting information

Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with data protection law. It will be:  

• adequate, relevant and not excessive
• used for the purpose(s) stated in this policy only and not used for any other purposes
• accessible only to senior staff after securing permission from the Managing Director or Partner
• treated confidentially
• stored securely
• not kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved.

Contact

Questions, comments and requests regarding this policy are welcomed and should be addressed to:

Andrew Craig Group, Albert House, Albert Drive, Gateshead. NE9 6HE.