We only ask for personal information when we truly need it to provide a service to you. We collect it by fair and lawful means, with your knowledge and consent. We also let you know why we’re collecting it and how it will be used.
How we use your data:
We use your personal data for the following purposes:
- To provide and improve our services.
- To communicate with you regarding updates, offers, and promotions (with your consent).
- To comply with legal obligations.
We only retain collected information for as long as necessary to provide you with your requested service. What data we store, we’ll protect within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use or modification.
We don’t share any personally identifying information publicly or with third-parties, except when required to by law.
Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and practices of these sites, and cannot accept responsibility or liability for their respective privacy policies.
You are free to refuse our request for your personal information, with the understanding that we may be unable to provide you with some of your desired services.
Your continued use of our website will be regarded as acceptance of our practices around privacy and personal information. If you have any questions about how we handle user data and personal information, feel free to contact us.
Call Recording & Monitoring (Inbound Calls Only)
Effective date: 28th October 2025
Who we are: Kardinal Independent Living, Registered address: Kardinal House, Southdownview Road, Worthing BN14 8NL . Privacy contact: Connor Hancorn, connorh@kardinalliving.co.uk, 01903 232326.
Pre-call announcement (short form)
“Welcome to Kardinal. Calls are recorded for training and quality purposes.”
This is a brief notice. Our full purposes and safeguards are set out below.
Do we record calls?
Yes. We record inbound calls to our published numbers. We do not record outbound calls.
Why we record (purposes & lawful basis)
We record calls to:
- improve service quality and train our team;
- resolve complaints and disputes fairly;
- analyse common questions to improve how we serve customers;
- look for common themes in calls (for example, questions we hear a lot) so we can improve our website and support pages. We review trends, not individual callers, and we don’t use recordings to contact you with marketing.
Lawful basis: Legitimate Interests (UK GDPR Art. 6(1)(f)). We balance our interests with your rights by limiting access, keeping recordings only for a short period, and applying privacy safeguards (including redaction and restricted access).
What we collect
- Call audio and basic metadata (date/time, duration, the numbers involved, and call-tracking source).
- Where enabled, a transcript to help us resolve issues more quickly.
- We do not intentionally collect special-category data; please avoid sharing sensitive information by phone.
Payments & card details
For your safety, we use automated redaction tools designed to remove any card numbers that might be mentioned. Please do not share full card details by phone.
How we use recordings
- Quality assurance and coaching
- Complaint handling and evidence for disputes
- Improving processes, FAQs and support materials based on recurring topics
- We won’t publish your voice or words for marketing, and we won’t use recordings to send you promotions.
Who we share data with (processors/recipients)
We use WhatConverts to provide tracking numbers, route inbound calls to our business line, and (where enabled) record and store those calls. WhatConverts may also provide transcripts and PCI redaction.
We may share recordings where legally required (e.g., with insurers, solicitors or regulators in the context of a claim). We do not sell personal data. A current list of our processors is available on request.
Security
We protect recordings with encryption in transit and at rest, role-based access controls, MFA/SSO for admins, and activity logging. Downloads and external sharing are restricted.
How long we keep recordings
We keep most recordings for up to 120 days, then delete them from our systems and routinely remove them from our WhatConverts account. If a recording relates to an active complaint or legal claim, we may keep it longer as evidence (up to the applicable limitation period).
International transfers
Some providers may store data outside the UK. Where this happens, we use approved safeguards (e.g., the UK International Data Transfer Agreement / EU SCCs) and assess the risks. You can ask us for a copy of the relevant safeguards.
Your choices and rights
If you’d prefer not to be recorded, please tell us at the start of the call and we’ll offer an alternative (for example, email, web chat, or a non-recorded line where feasible).
You have the right to access your data, rectify inaccuracies, erase data, restrict processing, object to processing (including recording), and, where applicable, data portability. To exercise your rights, contact [privacy email]. You can also complain to the UK Information Commissioner’s Office (ICO).
Automated decision-making
We do not use call recordings for automated decision-making or profiling that produces legal or similarly significant effects.
Data source
Personal data come directly from you during the call and from call metadata generated by our systems.
Changes to this notice
We may update this section from time to time. We’ll post any changes here and update the effective date above.
Pre-call message (what you’ll hear)
“Welcome to Kardinal. Calls are recorded for training and quality purposes”
This policy is effective as of 19 February 2019.