Privacy Policy, Cookies & Call Recording

1. Call Recording, AI Assistant & Transcription Disclosure

Explicit Consent & Legal Basis: In accordance with the Privacy and Electronic Communications Regulations (PECR) and UK GDPR, telephone calls made to our helpline may be recorded and transcribed for quality assurance, training, job qualification, and dispute resolution purposes.

AI Qualifications & Processing: We utilize automated Artificial Intelligence (AI) speech recognition to transcribe incoming call audio into searchable job specifications to match your repair requirements with qualified trade engineers.

Data Retention & Access: Call audio recordings and transcripts are securely stored with encryption and retained for a maximum of 90 days, after which they are permanently purged unless required for ongoing legal or insurance claims.

2. Personal Data We Collect

• Contact Information: Name, phone number, email address, and property address.
• Job Details: Property type, descriptions of building/plumbing/electrical faults, damage photographs or video files uploaded via forms.
• Technical Data: IP address, browser type, device information, session cookies, and analytics tags (GA4).

3. How We Use Your Personal Data & Lawful Basis

We process your data under the following lawful bases under UK GDPR:

• Performance of Contract: To triage emergency job requests, provide price estimates, dispatch engineers, and communicate job progress.
• Legitimate Interests: To improve operational routing, prevent fraud, maintain accounting records, and resolve billing disputes.
• Legal Obligation: Maintaining financial records for HMRC (retained for 6 years) and insurance compliance reporting.

4. Data Sharing & Subcontractor Routing

Your details are shared strictly with the assigned attending contractor or partner trade organization handling your job. We do NOT sell, lease, or trade your personal data to unverified third-party lead brokers.

5. Automated Decision-Making Safeguard (GDPR Art 22)

While AI tools assist with initial call categorization and postcode area routing, no fully automated decision with legal or significant effect is made without human oversight. Callers retain the right to request human review of any qualification or pricing assessment.

6. Pricing, Attendance Fee & Cancellation Policy

Call-Out & Initial Attendance: Attendance by an engineer incurs a standard initial call-out charge covering travel, initial diagnosis, and make-safe containment work for the first hour.

Cancellation Policy: Cancellations made at least 2 hours prior to scheduled engineer arrival receive a full refund. Cancellations made once an engineer is en route or has arrived at the property incur the standard initial attendance call-out fee.

7. Your Data Subject Rights & DPO Contact

Under UK Data Protection law, you have the right to request access to, correction of, or deletion of your personal data. Contact our Data Protection Officer:

Email: [email protected] | DPO Contact, My Trusted Builder Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ