Privacy Notice for Recording Phone Calls

1. Introduction and who we are

This privacy notice aims to give you information on how Heineken processes the personal data it collects when recording phone calls that you place with our customer service centre.

Heineken UK Limited is the data controller and responsible for your personal data. Our full details are:

Heineken UK Limited

3-4 Broadway Park

South Gyle Broadway

Edinburgh

EH12 9JZ

United Kingdom

2. How we use personal data collected by recording phone calls

We may use your personal data collected by recording phone calls (including phone calls where you are transferred to Heineken’s third party technical services partner) for the following purposes:

 

  1. account management;
  2. prevention, detection, investigation and prosecution of fraud;
  3. complaint handling and resolution;
  4. measuring the quality of the call;
  5. internal training on call handling.

We have a legitimate interest in recording calls in order to offer our customers a good service and to protect our business.  If you object to the call recording, you will have the option to end the call when you are informed that calls may be recorded.  You will have the option to contact us through alternative means. 

 

All calls will be retained for a period of one year.

 

Although Heineken’s third party technical services partner will receive any personal data you provide after a recorded call has been transferred to them, we will not share the call recording with them or any other third party. 

 

Your information will not be transferred outside the European Economic Area.

3. Your rights

You have the right to make a complaint to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Under certain circumstances, you have the right to:

  • Withdraw consent.
  • Request access to your personal data.
  • Request correction of your personal data
  • Request erasure of your personal data.
  • Object to processing of your personal data.
  • Request restriction of processing your personal data.
  • Request transfer of your personal data.

If you wish to exercise any of these rights, please contact us at protectingyourdata@heineken.co.uk.