Why we record our calls

If you call us, or we call you, the conversation will be recorded. This is a normal practice for a lender, but we think it is worth explaining clearly.

Why we do it

• Accuracy — a recording is a reliable record of what was discussed and agreed, which protects both you and us.
• Quality — recordings help us monitor and improve the service our team provides.
• Training — they help us train our people to handle calls well and sensitively.

Recordings are treated as personal data. They are stored securely, access is limited to those who need it, and they are kept only for as long as necessary. Our Audio Recording page explains the practice in detail, and our Privacy Policy sets out your rights over your information, including how to ask for a copy of what we hold.