The NHS Business Services Authority (NHSBSA) is responsible for this service.
Why we process your information
We may record telephone calls you make to our customer contact centre to:
- check for mistakes
- train staff
- prevent, detect, investigate and prosecute fraud
- help plan and make improvements to NHS services
We do this in the interests of offering a good service to our customers and to protect public funds.
If you object to this, you will need to end the call when you are told that calls may be recorded. Alternative methods of communication are available.
Sometimes, calls may not be recorded if:
- there is a technical fault with the telephony system
- a call handler is using equipment which does not let calls be recorded
- you’ve been transferred to a different line or have not dialled an 0300 number
Your information will not be transferred outside the UK or European Economic Area.
Sharing your call recording
Your information may be shared with other organisations if they have a legal right to it.
How long we keep your call recording
We will delete call recordings up to 6 months after the call was made. This ensures that any subsequent investigations can be completed.
The information you provided will be managed as required by Data Protection law.
You have the right to receive a copy of the call recording.
You have the right to request that the call recording be deleted if you believe we are processing it for longer than necessary.
Find out more about your rights and how we process information.