The short version. We answer phone calls on behalf of businesses. That means we handle recordings and details of calls made by their customers. We keep that data in the UK, delete it after 90 days by default, never sell it, and never use it to train third-party AI models. If you called a business and reached our assistant, the business you rang — not us — decides what happens with your information, and you can contact them or us using the details below.
1. Who we are
CatchEveryCall is a service operated by Mercia Sales Engine Ltd ("we", "us"), a company registered in England and Wales (Company No. 16966606), registered office 139 Solihull Road, Solihull, West Midlands, B90 3HW.
For privacy questions or to exercise your rights, email privacy@catcheverycall.co.uk.
2. Two different roles we play
This matters, because it determines who is responsible for what.
When you visit this website or enquire about the service
We are the data controller. We decide why and how your information is used.
When our assistant answers a call for one of our client businesses
We are the data processor. The client business (for example, the plumbing firm you rang) is the data controller. They decide what the service is used for; we handle the call data on their written instructions under a contract that meets Article 28 of the UK GDPR. If you are a caller and want your information removed, you can ask either us or that business — we will act on their instruction and help them respond.
3. What we collect, and why
| Information | Why we have it | Lawful basis |
|---|---|---|
| Name, business name, email, phone number, trade and location — when you book a setup call or enquire | To respond to your enquiry, run the call, and provide a quote | Legitimate interests (responding to a business enquiry); steps prior to a contract |
| Call recordings and written transcripts of calls answered for a client | To take the caller's details accurately, book the job, send confirmations, and let the business check what was said | Controlled by our client business; typically their legitimate interests in running their business and serving customers |
| Caller details captured on a call: name, phone number, postcode or address, and what the job is | To book the appointment and pass it to the business | As above — controlled by the client business |
| Client account and billing records | To run the contract, invoice, and meet accounting obligations | Contract; legal obligation |
We do not use cookies for advertising or run third-party advertising trackers on this site.
4. Call recording
Calls answered by a CatchEveryCall assistant are recorded and transcribed. Callers are told this at the start of the call, before any details are taken. If a caller objects to being recorded, the assistant offers to continue without keeping notes beyond the booking details, or to arrange a callback from a person instead.
We do not ask for, and instruct our assistants never to take, payment card details, bank details, or account passwords over these calls.
5. How long we keep things
- Call recordings and transcripts: 90 days by default, then deleted. A client business may instruct us in writing to use a shorter period, or a longer one where they have their own lawful reason.
- Booking details passed to the business: held by that business under their own retention policy — ask them.
- Enquiries that don't become customers: up to 12 months.
- Client account and billing records: six years after the contract ends, as required for tax and accounting.
6. Who we share it with
We use a small number of suppliers to run the service. Each is bound by contract to protect the data and use it only for the purpose we specify:
- Voice and telephony platform — connects the call, converts speech to text and back.
- AI language model provider — generates the assistant's responses during a call. We use business terms that prohibit our data being used to train their models.
- Text message and email delivery providers — send confirmations and summaries.
- Cloud hosting and database provider — stores call records.
- Scheduling and payment providers — for booking setup calls and collecting subscription payments.
We do not sell personal data, and we do not share it for anyone else's marketing.
7. Where your data is held
We host call data in the United Kingdom or European Economic Area. Where a supplier processes data outside the UK, we rely on UK adequacy regulations or the International Data Transfer Addendum to the EU Standard Contractual Clauses, with appropriate safeguards in place. A current list of suppliers and their locations is available on request.
8. Your rights
Under UK data protection law you can ask us to: give you a copy of your data; correct it; delete it; restrict or object to how it's used; or provide it in a portable format. Where we act as a processor for a client business, we will pass your request to them and support their response.
To make a request, email privacy@catcheverycall.co.uk. We respond within one month. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113, though we'd appreciate the chance to put things right first.
9. Security
Access to call data is restricted to named personnel who need it to run or support the service. Data is encrypted in transit and at rest, access is logged, and recordings are deleted automatically at the end of the retention period.
10. Changes
If we change this policy we will update the date at the top of this page, and tell client businesses directly where the change is material.