Privacy Policy

  1. Introduction

This Privacy Policy explains how Onwards Answering collects, uses, and
protects your personal data when you use our website and services.

We are committed to protecting your personal data and complying with the
UK General Data Protection Regulation (UK GDPR) and the Data Protection
Act 2018.

  1. Who We Are

Onwards Answering provides telephone answering and virtual receptionist
services across the UK, including call handling, message taking, and
appointment booking.

Data Controller Details:
Onwards Answering
Address: 34 Woodlands Rd, Glasgow G3 6UR
Email: [email protected]
Phone: 0141 286 4220

For data protection purposes, we act as:

  • A Data Controller for our own business operations
  • A Data Processor when handling data on behalf of our clients
  1. Information We Collect

3.1 Information You Provide

You may provide personal data when you:

  • Submit an enquiry
  • Request a quote or trial
  • Contact us by phone or email

This may include:

  • Name
  • Email address
  • Phone number
  • Business name and details

3.2 Call Handling Data

When providing services to clients, we may collect:

  • Caller names and contact details
  • Message content
  • Appointment details
  • Any information provided during the call

This data is processed strictly under client instruction.

3.3 Website Usage Data

We may automatically collect:

  • IP address
  • Browser type
  • Device information
  • Pages visited
  • Time spent on site
  1. How We Use Your Data

We use your personal data to:

  • Respond to enquiries
  • Deliver our services
  • Handle calls and messages on behalf of clients
  • Manage client accounts
  • Improve our website and services
  • Meet legal and regulatory obligations

When acting as a Data Processor, we only process data in line with
client instructions.

  1. Legal Basis for Processing

We rely on the following lawful bases:

  • Contractual necessity
  • Legitimate interests
  • Consent
  • Legal obligation
  1. Data Sharing

We do not sell your personal data.

We may share your data with:

  • Our clients, when handling calls on their behalf
  • IT providers, hosting providers, and support services
  • Legal or regulatory bodies where required

All third parties are required to protect your data.

  1. Data Retention

We retain personal data only for as long as necessary to:

  • Provide our services
  • Meet legal requirements
  • Resolve disputes

Call data and messages are retained in line with client agreements.

  1. Data Security

We use appropriate technical and organisational measures to protect your
data, including:

  • Secure systems and restricted access
  • Staff training on confidentiality and data protection
  • Controlled handling of call information
  1. Your Rights

Under UK GDPR, you have the right to:

  • Access your personal data
  • Correct inaccurate data
  • Request deletion
  • Object to processing
  • Restrict processing
  • Request data transfer
  • Withdraw consent

To exercise your rights, contact us using the details above.

  1. Cookies

Our website may use cookies to improve performance and user experience.

You can manage cookies through your browser settings.

  1. Third-Party Links

Our website may include links to other websites. We are not responsible
for their privacy practices.

  1. Contact

For any data protection queries, contact:

Onwards Answering
Email: [email protected]
Phone: 0141 286 4220

  1. Updates

We may update this policy from time to time. Updates will appear on this
page.