Privacy policy

Fixology Ltd is the company behind Callwise. Callwise is a trading style of Fixology Ltd. We are registered in England and Wales and our registered office is 47 Bradley Road, Luton, Bedfordshire, England, LU4 8SL.

For anything in this policy, write to hello@call-wise.com or to the address above.

We handle personal data in two different roles, and your rights work differently in each.

• We are the controller for people who visit this website, ring our number to try the assistant, or contact us about the service. We decide what happens to that data and this policy governs it.
• We are a processor for calls we answer on behalf of a client. Their callers’ data belongs to the client, who is the controller. We act on their written instructions under a data processing agreement, and their own privacy notice governs it. If you rang a business and reached Callwise, ask that business first. If you cannot reach them, contact us and we will help.

Every call Callwise handles is recorded and transcribed. The assistant states this at the start of the call, before anything else is discussed, so no caller is recorded without being told.

Recordings and transcripts are used to deliver the service to our client, to produce the summary and booking they receive, and to correct the assistant when it gets something wrong. They are not used to train third party models and they are not sold, rented or shared for marketing.

Special category data. Calls to a dental practice, a clinic or a law firm will contain health information or information about legal matters whether or not anyone intended that. Where we process it, we do so only on the client’s instructions and under their lawful basis, and we apply the same access controls as to everything else. We do not analyse it for any purpose of our own.

Access to recordings is limited to the people who need it to run and improve the service, under confidentiality obligations. Client staff can hear their own calls. We do not listen to calls belonging to one client on behalf of another.

This website does not call anybody. There is no form on it and we place no outbound calls from it. If you want to hear the assistant, you ring our number, and that call is recorded and transcribed like any other, with the assistant saying so when it answers.

• Why we may do it: our legitimate interest in demonstrating and improving the service, and in keeping a record of what was said to somebody who may become a client.
• What we keep: the recording, the transcript, and the number you rang from, for 30 days.
• What we do not do: add you to a marketing list, or ring you back unless you ask us to on the call.

Website visitors

Nothing until you act. No analytics runs unless you accept it in the cookie banner.

Calls you make to our number

The recording and transcript of the call, and the number you rang from.

Enquiries by phone or email

Whatever you tell us: name, business, contact details and what you asked about.

Clients

Contact and billing details, plus the configuration of your assistant.

Callers to a client

Whatever they say on the call, plus the number they called from. Held as processor.

Our lawful bases are: your consent for optional measurement; legitimate interests for replying to enquiries, demonstrating the service to people who ring us, and keeping everything secure; and contract for delivering the service to a client.

Call recordings, client calls

12 months

Transcripts and summaries, client calls

24 months

Calls made to our own number

30 days

Enquiries that go nowhere

12 months

Client records after the contract ends

30 days

Accounting records

6 years, as tax law requires

Clients can agree a shorter or longer retention period for their own calls in writing, and that agreed period overrides the table above for their data.

We use a small number of suppliers to run the service: a telephony and voice platform that carries and transcribes the calls, cloud hosting for this website and our systems, and business tools for email and accounting. They are bound by contract to process data only on our instructions.

A current list of the suppliers who handle personal data, naming each one, is available to any client or prospective client on request. Clients are told at least 30 days before we add a new one.

We do not sell personal data. We share it with law enforcement or regulators only where we are legally required to.

Personal data is processed in the United Kingdom and the European Economic Area. Where any supplier processes data outside the UK, we rely on UK adequacy regulations or on the International Data Transfer Addendum to the European Commission’s standard contractual clauses, together with a transfer risk assessment.

Data is encrypted in transit and at rest. Access is limited to the people who need it, protected by individual accounts and multi-factor authentication, and reviewed when somebody changes role or leaves. Recordings are not stored on laptops or removable media. If a breach affects your data and is likely to result in a risk to you, we will tell you.

Under UK GDPR you can ask us to:

• Give you a copy of the personal data we hold about you.
• Correct it if it is wrong.
• Delete it, where we have no overriding reason to keep it.
• Restrict or object to what we are doing with it.
• Provide it in a portable format.
• Stop relying on consent, at any time, without affecting what came before.

Email hello@call-wise.com and we will respond within one month. There is no charge.

If you rang a business and reached Callwise, that business is the controller of the call. Send your request to them. If they cannot be reached, send it to us and we will pass it on and help them answer it.

You can also complain to the Information Commissioner’s Office at ico.org.uk, or on 0303 123 1113. We would rather you came to us first so we can put it right.

This site stores one entry in your browser to remember your answer to the cookie banner, and runs no analytics unless you say yes. The detail is in the cookie notice.

If we change this policy we will update the date at the top. Where a change materially affects how we handle client or caller data, we will tell affected clients by email before it takes effect.