Call Recording Policy

1. Introduction
Ishbilia Restaurant is committed to upholding the highest standards of customer service,
security, and legal compliance. To support these objectives, telephone calls to and from the
restaurant may be recorded. This policy outlines the rationale, procedures, and legal obligations
associated with call recording, ensuring compliance with relevant UK legislation,
including:
• The UK General Data Protection Regulation (UK GDPR)
• The Data Protection Act 2018
• The Privacy and Electronic Communications Regulations (PECR)
• The Investigatory Powers Act 2016
• The Consumer Rights Act 2015
This policy applies to all employees and customers of Ishbilia Restaurant and covers both
inbound and outbound telephone communications.

2. Purpose of Call Recording
Call recordings are collected and processed for the following legitimate business purposes:
• Training & Quality Assurance – To monitor and improve customer service and staff
performance.
• Security & Dispute Resolution – To verify bookings, resolve complaints, and address
potential misunderstandings.
• Legal & Regulatory Compliance – To protect the business and employees from abusive
or fraudulent activity and to comply with applicable laws.
• Consumer Protection – To uphold fair treatment of customers and comply with their
rights under UK consumer laws.

3. Legal Basis for Call Recording
Under UK GDPR, Ishbilia Restaurant relies on the following lawful bases for processing call
recordings:
• Legitimate Interests – To ensure quality assurance, resolve disputes, and maintain
security.
• Legal Obligation – To comply with legal requirements, including consumer protection
laws.
• Contractual Necessity – Where the recording is necessary for fulfilling a customer
booking or order.
• Explicit Consent (if applicable) – In cases where a recording may be used beyond
these purposes, specific consent will be obtained.

4. Notification of Call Recording
To ensure transparency and compliance with PECR, customers and employees will be informed
that calls may be recorded through:
Pre-recorded Announcement:
• Customers will hear: “Your call may be recorded for training, quality assurance, and
security purposes.”
• Website Notification: A statement on Ishbilia Restaurant’s website will inform
customers about call recording practices.
• Booking Confirmation Emails: A notice will be included in relevant communications.
• Signage: A visible sign at the restaurant indicating that calls may be recorded.

5. Data Protection & Storage of Recordings
Ishbilia Restaurant ensures that all call recordings are handled in accordance with UK GDPR
and the Data Protection Act 2018 by implementing the following measures:
• Confidentiality & Security: Recordings are stored securely with restricted access for
authorised personnel only.
• Retention Period: Call recordings are retained for a maximum of 90 days, unless
required for legal reasons or ongoing investigations.
• Access Control: Call recordings will not be shared with third parties unless required by
law (e.g., law enforcement requests or court orders).
• Secure Disposal: After the retention period, recordings will be securely deleted to
prevent unauthorised access.

6. Customer Rights & Subject Access Requests (SARs)
Under UK GDPR, customers have the right to access their call recordings. Customers can make
a Access Request with:
Proof of identity (e.g., passport, driver’s licence)
Details of the call (e.g., date, time, phone number used)
Preferred format (e.g., transcript or audio file)
Exemptions: Requests may be refused or redacted if the recording:
• Contains the personal data of another individual.
• Includes sensitive business information.
• Relates to an ongoing legal investigation.

7. Handling Abusive or Inappropriate Calls
• Customer Misconduct: If a customer engages in abusive behaviour, threats, or
harassment, the recording may be used as evidence to ban them from the restaurant or
take legal action.
• Staff Misconduct: If an employee is found using inappropriate language or
unprofessional behaviour, the matter will be handled under the restaurant’s disciplinary
procedures.
• Dispute Resolution: Ishbilia Restaurant prioritises resolving complaints professionally
and diplomatically.

8. Contact for Call Recording Inquiries
Customers who wish to inquire about this policy, make a Subject Access Request (SAR), or raise
concerns can contact:
Email: info@ishbilia.com
Phone: +44 (0) 2072357788
Address: Ishbilia Restaurant, 8-9 William Street, London, SW1X 9HL, UK

9. Legal Compliance & Amendments
• This policy will be reviewed periodically to ensure ongoing compliance with UK laws and
industry best practices. Updates will be communicated through Ishbilia Restaurant’s
official channels.
• By continuing the call after hearing the recording disclaimer, customers accept that the
call may be recorded.
• Call recordings will never be used for marketing purposes and will always be handled
with strict confidentiality.
• This policy is subject to change in accordance with UK legal and regulatory
requirements.

Conclusion
Ishbilia Restaurant is committed to maintaining transparency, security, and compliance in all
aspects of customer communication. Our call recording policy is designed to enhance service
quality, protect both customers and staff, and ensure adherence to UK legal and regulatory
requirements. We handle all recordings with strict confidentiality and only use them for
legitimate business purposes, such as training, dispute resolution, and security.
By continuing a call after hearing the recording disclaimer, customers acknowledge and accept
this policy. We reserve the right to update this policy as needed to remain compliant with UK
laws and best practices. If you have any questions or require further information, please contact
us using the details provided.