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Telephone recording policy




The Lucketts Group of Companies (the company) 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.


Call recordings will only be used for the purposes specified in this policy. The call recording facility is automated and accommodates all calls made or received by the company.


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 made by or received into the Company 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 Data Protection Act 1998; and

• The Human Rights Act 1998.


Scope of policy

All calls call made to the Company will be recorded. 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; or

• It will aid standards in call handling through use in training and coaching our staff. However, this will only be permitted if the recording is edited so that the caller remains anonymous and the member of staff who was party to the call agrees to its being used in this way.


Collecting information

Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with the Data Protection Act 1998. 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 managerial staff after securing permission from the Head of Secretariat;

• Treated confidentially;

• Stored securely; and

• Not kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved.


Advising callers that calls are being monitored/recorded

This notice on our company website will service as notice that all calls made to or from the Company are recorded as previously described.


Where can I find out more?

For further information on the policy please contact The Company at

Lucketts Group

Broadcut, Wallington


PO16 8TB

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Worthing Coaches Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.

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