How we handle callers' details
For anyone who rings a business that uses Tradeworthy to answer its phone. What happens to the details you give us on the call.
Version 1.0 · Published [?] October 2026
This page is for anyone who rings a business that uses Tradeworthy to answer its phone. It explains what happens to the details you give us on the call.
Who answers your call
Some businesses use Tradeworthy’s digital assistant to answer their calls. When you ring, you’ll hear the name of the business, that calls are recorded, and that you’re talking to a digital assistant. Its job is to put you through to the business, or make sure they get back to you.
Tradeworthy answers on behalf of the business you called and follows its instructions. In data protection terms, the business you called is the controller of your details and Tradeworthy is its processor. That means the business decides what happens to your details, and we only use them to provide this service to that business.
Calls are recorded
Every call is recorded. We also turn it into a written transcript and short call notes. We do this so the business gets your details right, and so we can check the assistant did its job properly. If you’d rather not be recorded, please contact the business another way, for example through its website.
What we take down
If you’re calling about a new job, the assistant asks for:
- your name
- your postcode (or the road or town, if you’re not sure of it)
- what needs doing, and when
- a mobile number, if your number doesn’t show on the call
Our system also keeps a record of the call itself: the number you rang from (if it shows), the time, which of the business’s numbers you rang, what kind of call it was, what happened, the recording, the transcript and the call notes.
You don’t need to tell us why you need the work done, or anything about your health or personal circumstances. We don’t ask for it, and the job details we send have no place for it.
What happens to your details
While you’re on the line, we try to put you through to the business. If they can’t take the call, we send them your details straight away by message (usually WhatsApp, or a text message if WhatsApp isn’t available). The business uses them to get back to you about the job.
If the call drops, we may ring you back once, a couple of minutes later, to finish taking your details. If we reach voicemail, we don’t leave a message.
If your call isn’t about a new job (for example you’re selling something, looking for work, or you’re already a customer), we may end the call and point you to the business’s website. On some lines we take your details and pass them on, so the business can decide what to do.
The assistant works out whether your call is about a new job. That only decides how your call is passed on. If it isn’t sure, it treats your call as a new job.
The business also gets a weekly report listing every call, including calls that weren’t about work. The business can’t play back recordings. It gets the call notes, and we can give it a full transcript, if we still hold it, if one is needed to settle a dispute about a call.
We never sell your details, never pass them to another business, and never use them to market anything of our own.
How long we keep your details
| What | How long we keep it |
|---|---|
| The call recording | Up to 30 days, then deleted. We never give recordings to the business |
| The details of a new-job enquiry: what you told us, the transcript and the call notes | Up to 2 years, then deleted. This lets the business recognise you if you call again |
| The recording, transcript and details of a call that wasn’t about a new job | Up to 30 days, then deleted |
| Your answer if you said you’d rather not get texts about the business | Up to 2 years, with the enquiry |
| Your number, if you replied STOP to a text | While the business uses Tradeworthy, so we never text you on its behalf again. If it stops, we give the record to the business so it can keep honouring your request, then delete our copy |
These are the longest we keep each kind of detail. We may delete them sooner.
If the business stops using Tradeworthy, we delete what we hold for it within 30 days of its contract ending. On the Convert plan (coming soon), the business can export its records during those 30 days, and then we delete them. The business keeps its own copy of the messages and reports we’ve sent it, for as long as it decides. Ask the business if you want to know more about that.
Some of our suppliers may keep copies for longer under their own terms. Backups that aren’t in everyday use are overwritten on the supplier’s own cycle.
Who else handles your details
We use specialist suppliers to run the service. They handle your details only on our instructions and under written contracts. They are:
- the telephone network and call routing provider
- the voice and speech recognition services that run the assistant
- an AI text service that writes the call notes from the transcript
- the system that stores the enquiry record
- the messaging services that deliver your details to the business (WhatsApp and text message)
The full list is in annex 3 of our data processing agreement.
If you found the business through Google, Google may keep its own record of your call under its own privacy policy. Ask Google about that record.
Transfers outside the UK
Some of our suppliers store or process data outside the UK, mainly in the United States and the European Economic Area. When your details leave the UK, the protection UK law requires is in place: either the UK has decided that the country, or the supplier’s certification scheme, protects personal data adequately, or the supplier has signed the UK’s approved contract terms for international transfers [?].
Your rights
You have the right to:
- get a copy of your details
- have wrong details corrected
- have your details deleted
- object to, or ask us to limit, how they’re used
- get your details in a form you can take elsewhere, where that applies
Because the business you called is in charge of your details, please send your request to that business. If you send it to us, we’ll pass it to them within 2 working days and help them answer it. You should normally get a reply within one month.
If you’re put through to the business and ask them not to keep your details, they’ll tell us, and we’ll delete what we took down on the call.
If you’re unhappy with how your details have been handled, please tell the business first. You can also complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
Texts
On the Capture and Cover plans, we never text callers.
On the Convert plan (coming soon), the business may use us to text you. That could be a confirmation of your enquiry, some information about the business (such as a brochure or a short video) within two weeks of your call, and occasional offers, no more than four a year. Before the call ends, the assistant tells you this, and you can say you’d rather not. Every text starts with the business’s name, comes from a number used only for that business, and lets you reply STOP to stop all texts from it.
Contact us
Tradeworthy Ltd. Registered in England and Wales, company number 17376267. Registered office: 66 Paul Street, London EC2A 4NA. ICO registration number ZC257197.
Our data protection contact: privacy@tradeworthy.co.uk
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