Call Recording Policy

 Introduction

At Properties Line Limited, we are committed to providing the highest quality service. As part of our efforts to maintain excellent service standards and for training and monitoring purposes, we may record telephone calls. This Call Recording Policy outlines the reasons for recording calls, how these recordings will be used, and how we protect your privacy.

1. Purpose of Call Recording

We record calls for the following purposes:

• Quality Monitoring: To assess the quality of our customer service and ensure that our staff provide the best possible service.
• Training and Development: To train our staff and improve their performance.
• Compliance: To ensure we comply with legal and regulatory requirements.
• Dispute Resolution: To help resolve any disputes or misunderstandings.

2. How We Use Call Recordings

Recorded calls may be used in the following ways:

• Service Improvement: To identify areas where we can improve our services.
• Training: To provide feedback and training to our staff.
• Verification: To verify information given during the call.
• Legal and Compliance: To provide evidence in the case of a legal dispute or regulatory investigation.

3. Data Protection and Security

We are committed to protecting your privacy and ensuring that call recordings are stored securely. The following measures are in place:

• Access Control: Access to call recordings is restricted to authorised personnel only.
• Storage: Call recordings are stored securely and are protected against unauthorised access.
• Retention: Call recordings are retained for a period of [specify duration] and are then securely deleted unless required for ongoing investigations or legal proceedings.

4. Your Rights

You have the following rights regarding call recordings:

• Right to Access: You have the right to request access to call recordings that involve you.
• Right to Erasure: You have the right to request the deletion of call recordings, subject to legal and regulatory requirements.
• Right to Restriction: You have the right to request that we restrict the processing of your call recordings under certain conditions.

To exercise any of these rights, please contact us at [email address].

5. Notification

At the start of any recorded call, you will be informed that the call is being recorded and the reasons for the recording. If you do not wish to have your call recorded, please inform the representative, and we will provide alternative ways to assist you.

6. Changes to This Policy

We may update our Call Recording Policy from time to time. Any changes will be posted on this page, and where appropriate, notified to you by email. Please check back frequently to see any updates or changes to our Call Recording Policy.

7. Contact Us

If you have any questions about this Call Recording Policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us.

• Email: info@propertiesline.co.uk
• Address: 6b Hapsford Road,

                 Litherland – Merseyside,

                 Liverpool L21 6NP,

                 United Kingdom

Properties Line Limited

Thank you for taking the time to read our Call Recording Policy.