Privacy Policy

Effective Date: 27 March 2026
Last Updated: 27 March 2026

1. Introduction

This Privacy Policy explains how First Call Helpdesk (“we”, “us”, “our”) collects, uses, and protects your personal data when you use our website and services.

We are committed to complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Who We Are

Data Controller: First Call Helpdesk
Email: info@firstcallhelpdesk.co.uk
Phone: 01189 195 255

3. Our Services

We provide business support services, including:

Inbound call answering and message handling
Helpdesk and customer support services
Out-of-hours call handling
IT support coordination and ticket logging
Customer service outsourcing
Appointment booking and diary management

In delivering these services, we may process personal data on behalf of our clients and act as either a data controller or data processor depending on the circumstances.

4. What Personal Data We Collect

Name and company details
Contact information (email address, phone number)
Call recordings and call notes
Service-related information provided during enquiries
Technical data (IP address, browser type, device information)
Website usage data

5. How We Collect Your Data

Telephone calls handled by our helpdesk
Email and website contact forms
Client service interactions
Cookies and tracking technologies

6. How We Use Your Data

Provide call handling and helpdesk services
Log and manage support requests via our ticketing systems
Forward messages and information to our clients
Monitor and improve service quality and staff training
Respond to enquiries
Comply with legal obligations

7. Lawful Bases for Processing

We rely on the following lawful bases:

Contract: To deliver agreed services
Legitimate Interests: To operate, monitor, and improve our services
Consent: For marketing communications where applicable
Legal Obligation: To comply with regulatory requirements

8. Call Recording

All calls are recorded for training, monitoring, and quality assurance purposes. Callers are notified at the start of the call. Recordings are securely stored and access is restricted to authorised personnel only.

9. Sharing Your Data

We may share your data with:

Our clients (where we act on their behalf in delivering services)
IT and communication providers
Professional advisers (legal, accounting)
Regulators or legal authorities where required

We do not sell personal data.

10. Third-Party Processors

We use trusted third-party service providers to deliver our services, including:

VoIP and call handling systems (GoTo Connect)
Ticketing and support management systems (Freshdesk)

These providers process personal data on our behalf and are contractually required to maintain appropriate security and data protection standards.

11. International Transfers

Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, such as adequacy regulations or Standard Contractual Clauses.

12. Data Retention

We retain personal data only as long as necessary for service delivery and legal obligations. Call recordings and support tickets are retained for a defined period and regularly reviewed to ensure they are not kept longer than necessary.

13. Your Rights

You have the right to:

Access your personal data
Correct inaccurate data
Request deletion of your data
Restrict processing
Object to processing
Request data portability
Withdraw consent at any time

To exercise your rights, contact us at info@firstcallhelpdesk.co.uk or call 01189 195 255.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
https://www.ico.org.uk

14. Cookies

We use cookies to improve user experience and analyse website traffic. Non-essential cookies will only be used with your consent via our cookie banner.

15. Data Security

We implement appropriate technical and organisational measures to protect your data, including secure systems, restricted access controls, and encryption where appropriate.