Privacy Policy – Your Office & PA Ltd

1. Who We Are

Your Office & PA Ltd provides UK-based telephone answering and virtual receptionist services to businesses.

For the purposes of data protection law, we act as:

• A data controller for our own business operations, including our website and marketing
• A data processor when handling calls and messages on behalf of our clients

If you have any questions about this policy or how we handle your data, you can contact us at:

Email: [email protected]
Website: www.yourofficeandpa.co.uk

2. The Information We Collect

a. Information you provide to us directly

When you contact us or use our website, we may collect:

• Name
• Email address
• Telephone number
• Business details
• Any information included in your enquiry

b. Information we handle on behalf of our clients

As part of our telephone answering service, we may collect and process:

• Caller names and contact details
• Messages and enquiry details
• Appointment or booking information
• Any information provided during a call

This information is collected on behalf of our clients and processed strictly in line with their instructions.

c. Call recordings

We record all inbound and outbound calls for:

• Training and quality monitoring
• Service improvement
• Dispute resolution

Call recordings are typically retained for approximately 3–4 months, depending on system storage limits, after which they are automatically deleted.

3. How We Use Your Information

We use personal data to:

• Respond to enquiries and provide information about our services
• Deliver our telephone answering and virtual receptionist services
• Manage client relationships and service delivery
• Improve our services and staff training
• Send relevant marketing communications (where you have opted in)

4. Our Role: Data Controller vs Data Processor

When we act as a Data Controller

We are responsible for data relating to:

• Our website users
• Enquiries and prospects
• Marketing communications
• Our own business operations

When we act as a Data Processor

When handling calls for our clients, we:

• Process personal data on their behalf
• Act only on their instructions
• Do not use this data for our own purposes

The client remains the data controller in these situations.

5. Lawful Basis for Processing

We process personal data under the following lawful bases:

• Contract – to provide services to our clients
• Legitimate interests – to operate and improve our business
• Consent – for marketing communications (you can withdraw this at any time)

6. Sharing Your Information

• We only share data where necessary and appropriate:
  With our clients (to pass on call messages and information)
• With trusted service providers who support our business, including:
  • Telephony systems (Gamma Horizon)
  • CRM and marketing platforms (including ActiveCampaign)
  • Email systems (Microsoft)
• Where required by law or regulatory obligations

We do not sell personal data to third parties.

7. Data Security

We take appropriate technical and organisational measures to protect personal data, including:

• Secure systems and access controls
• Staff training and confidentiality agreements
• Restricted access to client information
• Regular monitoring and system updates

8. How Long We Keep Data

We retain data only for as long as necessary:

• Enquiries: typically up to 12 months
• Client-related data: in line with contractual requirements
• Call recordings: approximately 3–4 months
• Financial and legal records: up to 6 years

9. Your Rights

Under UK data protection law, you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request deletion of your data
• Restrict or object to processing
• Request transfer of your data

To exercise any of these rights, please contact us using the details above.

10. Marketing Communications

If you choose to receive marketing from us:

• You can unsubscribe at any time using the link in our emails
• We use ActiveCampaign to manage marketing communications
• We will never send unsolicited marketing messages

11. Cookies

Our website may use cookies to improve user experience and analyse website traffic.
You can control cookie settings through your browser.

12. Contact and Complaints

If you have any concerns about how we handle your data, please contact us first.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

Website: https://ico.org.uk