Challenging call recording demands

MaPAs told to record all customer calls – Accord challenges decision

The decision by the business to tell MaPAs to record their calls without advising customers wasn’t discussed with Accord before it was rolled out.

The following newsflash has been sent to our LBG MaPA members to provide an update on our concerns.

We completely understand why some of you aren’t comfortable with that decision.

In two meetings held on 19^th and 24^th February, we shared the feedback we’d received (anonymously, of course) and made clear our concerns about:

• the lack of consultation with Accord
• why the business wants you to do this
• whether the practice breaches data protection law
• the morality of secretly recording customers
• the impact on staff morale

We’ve got another session with the mortgage leadership and risk teams on Monday 1^st March to try to find a positive way forward.

We’ll update you after that.

In the meantime, if you want to add your views to those already received please drop me an email – [email protected]

Best wishes
Ged

Newsflash ends.