Privacy Policy

Last updated: 24 August 2026

Call Catch Scotland provides call-answering and enquiry-handling services for businesses.

For questions about this policy or how personal information is handled, please contact:

Call Catch Scotland
Email: info@callcatchscotland.co.uk
Website: www.callcatchscotland.co.uk

Where legally required, the identity and contact details of the individual or business operating Call Catch Scotland will be provided to the relevant person or authority.

This policy applies to:

• Visitors to the Call Catch Scotland website. 
• Businesses that enquire about, purchase or use our services. 
• Individuals who telephone businesses using our call-answering service. 
• Individuals whose information is provided to us in connection with an enquiry. 

Where we handle an enquiry on behalf of a client business, that business will normally determine why the caller’s information is collected and used. In those circumstances, the client business is generally the data controller and Call Catch Scotland acts as a data processor on its behalf.

Call Catch Scotland acts as a data controller when handling information for its own business purposes, such as managing customer accounts, responding to enquiries, administering payments and conducting lawful marketing.

Depending on how you interact with us, we may collect:

• Your name. 
• Telephone number or callback number. 
• Email address. 
• Postcode or service location. 
• Details of the work, service or assistance you are enquiring about. 
• The business you contacted. 
• The date, time and duration of a telephone call. 
• Call-routing information and related technical records. 
• Call recordings, transcripts or summaries, where these are created or enabled as part of the service. 
• Details of messages, emails and communications sent in connection with an enquiry. 
• Business contact details and account information. 
• Website information, such as IP address, device type and pages visited, where collected by our website or service providers. 

We aim to collect only information reasonably necessary to operate the service and respond to enquiries.

Our service is not intended to collect sensitive information such as medical details, payment-card details, passwords or other highly confidential information. Please do not provide such information during a call unless the relevant business has specifically requested it and has appropriate arrangements in place.

If unnecessary sensitive information is supplied, we will seek to handle or remove it appropriately, subject to the relevant business’s instructions and applicable legal requirements.

We may obtain personal information when:

• You telephone a business that uses our call-answering service. 
• You contact Call Catch Scotland directly. 
• You complete a contact form or submit an enquiry through our website. 
• A client business provides relevant information needed to establish or operate its service. 
• Information is generated automatically through call handling, message delivery or website use. 
• We obtain publicly available business contact details for lawful business-to-business prospecting. 

Where we obtain business contact information from public sources, we use it in accordance with applicable data protection and electronic marketing rules.

Some calls may be answered or supported using automated or artificial intelligence-assisted technology.

This technology may be used to:

• Answer calls when the intended business is unavailable. 
• Ask for the caller’s name and contact details. 
• Collect a postcode or service location. 
• Record the nature of an enquiry. 
• Create a written call summary or transcript. 
• Forward relevant enquiry details to the appropriate business. 
• Generate a confirmation message to the caller. 

The purpose of this technology is to ensure that callers can leave their details and that businesses receive information about missed enquiries.

The AI-assisted service is not intended to provide professional, medical, legal or emergency advice, confirm availability, agree prices, make binding commitments or make decisions that produce legal or similarly significant effects.

Any decision about whether to respond to an enquiry, provide a quotation, accept work or enter into a contract remains the responsibility of the relevant business.

Where calls are recorded or transcribed, appropriate information should be given to callers through a call announcement, the relevant business’s privacy information or another suitable communication.

We may use personal information to:

• Provide call-answering and enquiry-handling services. 
• Record and pass on customer enquiries to the intended business. 
• Send enquiry notifications by SMS, email or other agreed methods. 
• Send a service-related confirmation message to a caller. 
• Maintain enquiry logs and service records. 
• Establish, manage and support client accounts. 
• Respond to enquiries submitted to Call Catch Scotland. 
• Monitor service performance, troubleshoot technical issues and maintain service security. 
• Handle complaints, disputes and data protection requests. 
• Meet legal, tax, accounting and regulatory obligations. 
• Communicate with existing or prospective business customers where permitted by law. 

We do not sell personal information.

Information collected from callers on behalf of a client business is not used by Call Catch Scotland to market unrelated products or services to those callers.

Depending on the circumstances, we process personal information using one or more of the following lawful bases:

Contractual necessity: Where processing is necessary to enter into or perform a contract with a business customer.

Legitimate interests: Where processing is reasonably necessary to operate our service, respond to enquiries, maintain security, support clients or conduct permitted business-to-business marketing, provided those interests are not overridden by the individual’s rights.

Legal obligation: Where processing is necessary to comply with applicable legal, tax, accounting or regulatory requirements.

Consent: Where consent is required, such as for certain non-essential cookies or electronic marketing communications.

When acting as a data processor for a client business, Call Catch Scotland processes caller information on the client’s documented instructions. The client business is responsible for establishing its own appropriate lawful basis for handling customer enquiries.

Messages sent to acknowledge an enquiry, confirm that information has been received or pass enquiry details to the relevant business are service communications.

These messages are intended to support the enquiry and are not intended to promote unrelated products or services.

Any marketing communications sent by Call Catch Scotland will comply with applicable UK data protection and electronic marketing rules.

Where consent is required for marketing emails, texts, WhatsApp messages or similar communications, we will obtain appropriate consent before sending them unless another lawful exception applies.

Recipients can object to direct marketing or ask us to stop contacting them by emailing:

info@callcatchscotland.co.uk

We maintain appropriate records of marketing objections and requests not to be contacted.

We may share relevant personal information with:

• The business to which an enquiry relates. 
• Telecommunications and call-routing providers. 
• AI-assisted call-handling providers. 
• SMS and messaging providers. 
• Email providers. 
• Secure cloud storage and spreadsheet providers. 
• Automation and workflow providers. 
• Website hosting, maintenance or analytics providers. 
• Professional advisers, insurers, regulators or public authorities where necessary. 

Our service may use providers such as Twilio, Retell AI, Zapier and Google, depending on the systems used to deliver the relevant service.

These providers may process information as service providers or subprocessors in connection with call handling, communications, storage, automation and service administration.

We seek to use appropriate contractual terms, security measures and data protection arrangements when engaging service providers.

We do not sell personal information or disclose it to third parties for their own unrelated marketing purposes.

Some service providers may store, access or process personal information outside the United Kingdom.

Where a transfer of personal information outside the UK is subject to UK data protection transfer rules, we will seek to ensure that an appropriate lawful transfer mechanism or safeguard is in place.

Depending on the circumstances, this may include:

• UK adequacy regulations. 
• An appropriate recognised data-transfer framework. 
• The UK International Data Transfer Agreement or UK Addendum to approved contractual clauses. 
• Other safeguards or arrangements recognised under applicable UK data protection law. 

Further information about relevant safeguards may be requested by contacting:

info@callcatchscotland.co.uk

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods depend on:

• The nature of the information. 
• The services being provided. 
• The instructions of the relevant client business. 
• Applicable legal, accounting or regulatory requirements. 
• Whether the information is required to deal with a complaint, dispute or security incident. 
• The retention settings and technical limitations of relevant service providers. 

Caller enquiry information, call recordings, transcripts and related logs should be reviewed periodically and deleted or anonymised when no longer required.

Business account, contractual and financial information may be retained for longer where necessary to meet legal or accounting obligations.

Where we act as a data processor, client enquiry information will be deleted or returned in accordance with our agreement with the relevant business, subject to any legal requirement to retain it.

We take appropriate technical and organisational steps to protect personal information against unauthorised access, accidental loss, misuse or inappropriate disclosure.

Measures may include:

• Restricted access to business accounts and customer information. 
• Password-protected systems and devices. 
• Multifactor authentication where available. 
• Appropriate access permissions for documents, spreadsheets and software. 
• Use of established telecommunications, messaging and cloud service providers. 
• Regular review of access and account security. 
• Procedures for identifying and responding to suspected data security incidents. 

No electronic transmission or storage system can be guaranteed completely secure. However, we aim to use security measures proportionate to the nature of the information processed.

Depending on the circumstances, you may have the right to:

• Request access to your personal information. 
• Ask for inaccurate information to be corrected. 
• Request deletion of information where applicable. 
• Ask us to restrict certain processing. 
• Object to processing based on legitimate interests. 
• Object to the use of your information for direct marketing. 
• Request the transfer of certain information to another organisation where the right to data portability applies. 
• Withdraw consent where processing is based on consent. 
• Receive relevant information about automated decision-making where applicable. 

These rights are not absolute and may depend on the circumstances and legal basis for processing.

To exercise your rights, contact:

info@callcatchscotland.co.uk

We may request reasonable information to verify your identity.

Where an enquiry relates to a business for which we act as a data processor, we may forward your request to that business or ask you to contact it directly. We will assist the relevant business as required by applicable law and our agreement with it.

Where we are responsible for responding, we will normally respond within one calendar month, subject to any lawful extension.

Our website may use cookies or similar technologies necessary for its operation, security and basic functionality.

Where non-essential cookies or similar technologies are used, including certain analytics, advertising or tracking technologies, we will provide appropriate information and obtain consent where required before those technologies are used.

You may also be able to manage cookies through your browser or any cookie settings made available on our website.

Our services are intended primarily for business customers and adults making service enquiries.

We do not knowingly collect children’s personal information except where it is incidentally provided as part of a genuine enquiry and is necessary for the relevant business to respond.

If you are concerned about how your personal information has been handled, please contact us first:

Email: info@callcatchscotland.co.uk

You also have the right to raise a concern with the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Website: https://ico.org.uk
Telephone: 0303 123 1113

We may update this policy from time to time to reflect changes in our services, legal requirements or processing activities.

The latest version will be published on our website with its updated revision date.