Consultation slots available now07458 148224

Privacy Policy

Last updated: 24 August 2026

1. Call Recording, AI Assistant & Transcription Disclosure

In accordance with the Privacy and Electronic Communications Regulations (PECR) and UK GDPR, telephone calls made to our helpline may be recorded and transcribed for quality assurance, training, job qualification, and dispute resolution purposes.

We utilize automated Artificial Intelligence (AI) speech recognition to transcribe incoming call audio into searchable job specifications to match your repair requirements with qualified trade engineers in your postcode area.

Call audio recordings and transcripts are securely stored with encryption and retained for a maximum of 90 days, after which they are permanently purged unless required for ongoing legal or insurance claims.

2. Personal Data We Collect

Contact Information: Name, phone number, email address, property address, and postcode.

Job Details: Property type, descriptions of building/plumbing/electrical faults, damage photographs or video files uploaded via forms.

Technical Data: IP address, browser type, device information, session cookies, and analytics tags (GA4).

3. How We Use Your Personal Data & Lawful Basis

We process your data under the following lawful bases under UK GDPR:

4. Data Sharing & Subcontractor Routing

Your details are shared strictly with the assigned attending contractor or partner trade organization handling your job. We do NOT sell, lease, or trade your personal data to unverified third-party lead brokers.

5. Automated Decision-Making Safeguard (GDPR Art 22)

While AI tools assist with initial call categorization and service area routing, no fully automated decision with legal or significant effect is made without human oversight. Callers retain the right to request human review of any qualification or pricing assessment.

6. Pricing, Attendance Fee & Cancellation Policy

Call-Out & Initial Attendance: Attendance by an engineer incurs a standard initial call-out charge covering travel, initial diagnosis, and make-safe containment work for the first hour.

Cancellation Policy: Cancellations made at least 2 hours prior to scheduled engineer arrival receive a full refund. Cancellations made once an engineer is en route or has arrived at the property incur the standard initial attendance call-out fee.

7. Your Data Subject Rights & DPO Contact

Under UK Data Protection law, you have the right to request access to, correction of, or deletion of your personal data. Contact our Data Protection Officer:

Email: privacy@mytrustedbuilder.co.uk | Address: DPO Contact, My Trusted Builder Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

8. Cookies

Our website uses Google Analytics cookies to analyse website usage. These cookies collect anonymous information about how visitors use our site. You can control cookie settings through your browser. See our Cookie Policy for details.

9. Data Retention

We retain your personal data for:

10. Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction.

11. International Transfers

Google Analytics transfers data to the United States. Google is certified under the EU-US Data Privacy Framework, providing adequate safeguards for personal data.

12. Your Rights

Under UK GDPR, you have the right to:

To exercise these rights, contact us at 07458 148224.

13. Complaints

You have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe we have not complied with data protection law: https://ico.org.uk/make-a-complaint/