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Call Recording Protocol

We may record calls to and from our customer services team, or our Benefits teams. Our aim is to ensure we continually provide the highest levels of service to our customers, and by recording calls, we have an invaluable tool to help in training and development. Being able to record and replay calls also enables us to resolve any issues more quickly and effectively, and may help to detect and prevent fraud.

We understand that some customers may be concerned by this. The attached protocol should answer any queries or concerns about how and why we make recordings of calls, how secure and private they are, or how long we would expect to keep any recordings. If you do have any other questions, please contact us by telephoning the number on the left of this page, or send us an email, or write to us as per the address in this link contact us.



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