Privacy Policy

Who are we?

This privacy policy statement sets out the data processing practices carried out through your use of this web site by 1st Call Gas Services LTD. We are authorised and regulated by the Financial Conduct Authority FRN 842708. We act as a credit broker not a lender and offer finance from a lender.

T: 0114 2722586
E : customerservices@1stcallgas.com

If you have any requests concerning your personal information or any queries with regard to these practices please contact us.

Links

This privacy policy only covers 1st Call Gas Services LTD web site at www.1stcallgas.com.

Information collected

We collect personal information from visitors to this web site through the use of enquiry forms and every time you e-mail us your details. Other than this, we do not store or capture personal information but simply log your IP address (this is the technical standard which ensures messages get from one host to another and that the messages are understood) which is automatically recognised by the web server.

Use of personal information

We process personal information collected via this web site for the purposes of:

• Identifying potential customers.

• Dealing with your requests and enquiries.

• Customers who have a credit agreement with one of our panel of lenders

• Providing you with information about products and services offered by 1st Call Gas Services LTD

We do not sell personal information collected through this site or use your personal information for any other purposes than those stated above.

Cookies

Cookies may be used by us to provide you with customised information from our web site. A cookie is an element of data that a web site can send to your browser, which may then store it on your system. Cookies allow us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited and to determine the most popular areas of our web site. Cookies may also allow us to make our web site more user friendly by, for example, allowing us to save your password so that you do not have to re-enter it every time to visit our web site.

We use cookies so that we can give you a better experience when you return to our web site. Most web browsers automatically accept cookies. You do not have to accept cookies, and you should read the information that came with your browser software to see how you can set up your browser to notify you when you receive a cookie, this will give you the opportunity to decide whether to accept it. If you disable cookies from your browser you may not be able to access certain features of a particular web site.

For more information about our use of cookies please https://ico.org.uk/for-the-public/online/cookies/

Security

We endeavour to take all reasonable steps to protect your personal information. All the data collected by us is stored on a secure server. The secure server software encrypts all information you input before it is sent to us.

Using your information for fraud prevention

We may share your personal information with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, details of this fraud will be passed to those agencies to prevent fraud and money laundering.

Checking your identity

We may ask you to provide physical evidence of identity verification as a lender will search the files of credit reference agencies which will keep a record of their search, whether or not your application for a loan proceeds. This is not seen by us or shared with any other 3rd parties unless written consent is received from you.

Money Laundering Checks

To comply with Anti-Money Laundering regulation, there are times when the lender will need to confirm or re confirm your name and address. This is not seen or shared with any other 3rd parties unless written consent is received from you.

How we manage Special Category Data

In the unlikely event of us receiving Special Category Data as defined in GDPR: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/lawful-basis-for-processing/special-category-data/

1st Call Gas Services LTD will inform you of the receipt of this information to discuss the deletion of this data.

Disclosures

1st Call Gas Services LTD will not disclose personal information to other companies and suppliers as we do not use third parties to process your data.

Internet-based Transfers

Given that the Internet is a global environment, using the Internet to collect and process personal data necessarily involves the transmission of data on an international basis. Therefore, by browsing this web site and communicating electronically with us you acknowledge and agree to our processing of personal data in this way.

Personal Data and your rights

If we collect any personal data from you, you have the right to receive/amend/delete information about the personal data we hold about you. 1st Call Gas Services LTD do not charge a fee for this unless we believe the request is excessive or unfounded. If we refuse a request we will tell the individual why and that they have the right to complain to the supervisory authority and to judicial remedy. 1st Call Gas Services LTD will do this without undue delay and at the latest within 1-month.

If at any time you no longer wish to receive any of our e-bulletins, newsletters or other information for which you have subscribed our partner retailer process, then please contact us so that we can remove your relevant details.

Changes to this Privacy Policy

We may make changes to this Privacy Policy from time to time. You should check this page regularly to see our most up to date policy. We will tell you about any changes to this Privacy policy by showing the date of the changes in the ‘Last updated’ section below. By using the website after the date we make any changes, you are agreeing to the changes.

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Call Recording Policy
Policy Purpose:
The purpose of this policy is to govern the procedures for telephone call recording within 1st Call Gas Services Limited (the Company), and the management of access to, and use of, the recordings. The policy aims to minimise intrusion by restricting the recording of calls, the access to, and use of these recordings to limited and specific purposes.
 

Legislation:
The recording and monitoring of telephone calls is affected by several items of legislation, in particular:

Human Rights Act 1998
Data Protection Act 2018 (GDPR)
Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 (LBP Regulations)
Telecommunications (Data Protection and Privacy) Regulations 1999
Payment Card Industry Data Security Standards (PCI DSS)
ICO Employment Practices Code

Recording Information:
1st Call Gas Services telephony system is capable of recording calls using HiHi Business Call Recording.

Although not all calls will be automatically recorded, it should be assumed that they are as all company telephone lines have the function to save a recording of the call. 

Call recordings where the caller provides details of a payment card for the purposes of making a payment to 1st Call Gas Services Limited will be manually paused in order to comply with Payment Card Industry Security Standards (PCI DSS).

Purpose of Call Recordings:

Calls are recorded and retained for the following purposes:

To monitor the quality of call handling and customer service and to ensure the information we provide is consistent and accurate.
Staff training, coaching and support
To verify what was discussed within the call should a dispute or complaint arise
To protect staff from abusive behaviour
To verify the customers agreement during certain service requests
Calls may also be used as evidence within an investigation should a misconduct, performance, or capability concern arise.
To verify the details of the call for the purposes of, or in connection with, any legal proceedings

Retention and Storage of Call Recordings:

All call recordings will be retained for a period of 30 days on the HiHi. This system Stores conversations in a private online portal. All recordings will be deleted after 30 days, unless retained for a specific business purpose.
 

Access to Call Recordings:

Access to call recordings are controlled in line with principles under Data Protection legislation and is limited to the Support Services Manager and Directors. Should any other employees of 1st Call Gas Services Limited require access to call recordings, permission to access must be granted by a Director, and for non-employees via a Subject Access Request.

Call recordings can be obtained by Line Managers for training and quality assurances purposes. Specific call recordings may be accessed by Line Managers, HR or any Disciplinary Hearing Panel as evidence in relation to any disciplinary process. In these cases, requests for access must be made in writing for authorisation from a Company Director.

In the case of a request from an external body with law enforcement powers in connection with the prevention, detection, or investigation of crime e.g., the Police, Home Office, DWP, HMRC etc. the request must be made in writing to the Company Directors who will consider the request.

The UK Data Protection legislation allows persons access to information that we hold about them. This includes recorded telephone calls. Therefore, the recordings will be stored in such a way to enable the General Data Protection Regulations Representative to retrieve information relating to one or more individuals as easily as possible.

Any unauthorised access of call recordings may lead to disciplinary action. Browsing of recordings for no valid reason is not permitted.
 

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