Call recording privacy statement

This statement was first published in December 2023. We’ll review this statement regularly.

This statement should be read as an addition to our full privacy notice which you can find here.

About us

Hymans Robertson LLP provides administration and other services to UK pension schemes.

If you’ve been directed to this call recording privacy statement, it’s because you have contacted us (or been contacted by us) by phone and either you are a member or beneficiary of a pension scheme that we administer or because you have an enquiry about a member or beneficiary.

However, please note that the trustees of the pension scheme are responsible for the pension scheme and benefits. If you’d like to request information about membership of the pension scheme, please ask us. We’ll provide what we can, or refer your enquiry to the trustees for a response.

Why we record calls

Because we’re regulated by the UK’s Financial Conduct Authority (FCA) we’re under a duty to act in a way that helps to protect consumers, which includes pension scheme members and beneficiaries. This is known as “consumer duty”.

As part of that duty, we record telephone calls to and from our administration telephone numbers. This makes us a data controller of that information.

Recording of calls is necessary for our legitimate interests. These include protecting you, us and our staff and complying with FCA consumer duty rules.

Which calls do you record?

We record calls you make to us and calls we make to you about your membership or benefits in the scheme, or the member or beneficiary you’re calling about (if you’re someone else).

We’ll tell you at the start of the call if we are recording it. If you don’t want us to record it, please hang up and contact us by email or in writing.

What information is collected?

When a call is recorded we’ll collect:

  • a recording of the conversation
  • your phone number
  • the date and time of the call
  • your personal details in order to identify you.

How do you use call recordings?

We’ll use call recordings:

  • to assist in quality monitoring
  • to investigate and resolve a complaint or dispute
  • for the detection, investigation and prevention of crime (including fraud)

Who will you share call recordings with?

We may be asked to share a call recording with the trustees of your pension scheme.

We may also share recording where necessary for law enforcement, investigation of fraud, criminal or court proceedings or at the request of a regulator or ombudsman, for example the Financial Conduct Authority, the Pensions Regulator or the Pensions Ombudsman.

Retaining call recordings

Recordings are kept securely and confidentially deleted after five years.

Other information about you

If you’re a member or beneficiary of the pension scheme, we’ll hold other information about you. However, we only use this information on behalf of the trustees as their data processor.

If you’d like information about the information the trustees hold and how they use it, please ask us for a copy of the scheme privacy notice.

More details

Our privacy notice contains information about:

  • How we protect your personal information
  • How long we keep your personal information
  • Your rights
  • How to contact our Data Protection Officer

You can find it here.

Please also read the scheme privacy notice, available from us upon request.