Recording calls

As part of our commitment to providing the best possible service to our customers we may record telephone calls to and from our customer service centres. This helps us to provide you with a better service.

We record calls:

  • for staff training purposes, to help us improve the quality of our customer service and to ensure the information we provide is consistent and accurate
  • to ensure we’ve not missed any important information you have provided
  • to ensure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone or if there is a dispute.

We understand your personal information is important and we’re committed to protecting your privacy. We store the recordings securely for 6 months and destroy them after this period, unless they’re part of a dispute, in which case we reserve the right to keep the call recordings as part of the dispute resolution.

You can request access to and the correction of personal information we hold about you. Unless we have lawful reason for withholding this information we’ll provide you with access. Find out how you can request access to this information.