How To Replay Your Recording

The Purpose Of The Code
To provide a clear statement of:

· who we are,

· the services we provide, and

· how to contact us and associated organisations.

This Code does not form part of any contract between us (Crosby Telecommunications Limited) and you (our customer). See Terms and Conditions for the complete Recordyourcall terms and conditions.

Contact Details

Website:
www.recordyourcall.co.uk

Email:
info@recordyourcall.co.uk

Phone:
0845 200 6000 (office hours: 9:00am-5:00pm, Mon-Fri)

Fax:
0845 200 6001

Address:
62 Liverpool Road
Crosby
Liverpool

L23 5SJ

Contact details of related organisations

Office of Communications (Ofcom)

Website:
www.ofcom.org

Email:
contact@ofcom.org.uk

Phone (contact centre):
0845 456 3000 or 020 7981 3040

Fax:
0845 456 3333

Address:
Ofcom Contact Centre, Riverside House,
2a Southwark Bridge Road,
London
SE1 9HA

The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS)

Website:
www.icstis.org

Phone:
020 7940 7474 (9:00am – 5:00pm, Monday – Friday)

Fax:
020 7940 7456

Address:
ICSTIS Ltd,
Clove Building,
4 Maguire Street, London
SE1 2NQ

Use Of Recorded Instructions
Recordyourcall uses recorded instructions to help you to record your calls and replay your recordings. If you have used Recordyourcall before, you may not need to listen to some of these instructions again. You can therefore interrupt some instructions by entering your selections while the instructions are playing.

Pressing the Star key while an instruction is playing returns you to the previous menu of options.

Some messages may not be interrupted. Keys you press while these messages are being played will be processed when the message finishes playing.

Recordyourcall Description
Recordyourcall allows you to record the calls you make and to replay the recordings over the phone. You can use Recordyourcall from fixed-line or mobile phones in the UK which allow the Recordyourcall access numbers: 0871 220 7676 (record) and 0871 220 7677 (replay).

It costs 10 pence per minute to record a call and 10 pence per minute to replay a recording (all prices include VAT) from a BT line. Charges from other operators and mobiles may vary.

There is no need for any other call recording and replay equipment and you do not need to register before using Recordyourcall.

How To Record Your Call
Dial 0871 220 7676 and, when asked, enter the number of the person you want to speak to, followed by Hash. You will then be given a PIN for your recording. You should make a note of this PIN, as you will need it to replay your recording later. Usually, the PIN is the last 6 digits of the other person’s number you dialled – but you can change this if you wish.

When the other person answers, you can start your conversation. You should consider telling the other person that the call is being recorded and your reason for making the recording. When you have finished, if you want to change your PIN, press Star followed by Hash. Recorded instructions will guide you through the process of changing your PIN to a number of your choice.

Recordings are stored for 30 days, starting from the date when the recording was made and the hour when recording ended.

See How To Record Your Call for more information on recording calls.

How To Replay Your Recording

Using the same phone as you used to record the call
Dial 0871 220 7676 and when asked enter your PIN followed by Hash. A summary of your call recordings will be announced and then the recording you select will be played. You can navigate through the recording by pressing 6 followed by Hash to skip forwards and 4 followed by Hash to skip backwards.

See Help >> How To Replay Your Recording Replay Menu for more details on how to navigate through a recording.

Using a phone which is not the one you used to record the call
You can replay your recording using a phone which is not the one used originally to make the recording. Dial 0871 220 7677 and when you are asked to enter your PIN, press Hash. You will then be asked to enter the number of the phone you used originally to make the recording, followed by Hash. After you have entered those, you will be asked to enter your PIN, followed by Hash. A summary of call recordings made from that phone number that relate to your PIN will be announced and the recording you select will be played.

Using phone systems which do not use CLI
Recordyourcall uses the number from which a call is made (called the CLI) to store details of the recording. Some company phone systems do not use the CLI, or instead use a central switchboard number which is not the same as the extension number from which a call is made. To replay a recording made on such a phone system, when you are asked to enter your PIN, press Hash. You will then be asked to enter the number of the phone you used originally to make the recording, followed by Hash. You should enter the other person’s number which you dialled when you made the recording. After you have done this you will be asked to enter your PIN, followed by Hash. The recording you select will be played.

See How To Replay Your Recording for more details on how to replay a recording.

How customers can access our services
Recordyourcall is available on two different access numbers; one to record a call - 0871 220 7676 - and the other to replay a recording - 0871 220 7677.

Customer service

Pricing
You will be charged by your Operator for calls you make using Recordyourcall. For all billing enquiries, please contact your Operator.

Within your phone bill, charges for calls made using Recordyourcall will be listed under “Calls to national rate numbers” or similar.

Call recording pricing
Calls cost 10 pence per minute inclusive of VAT. This cost includes connecting your call to the other person’s number. If you have itemised billing, then for recorded calls using Recordyourcall the “Called number” will be 0871 220 7676

Recording replay pricing
Calls cost 10 pence per minute inclusive of VAT. If you have itemised billing, the “Called number” will be 0871 220 7677

Complaint handling process
We aim to allow you to record your phone calls and to replay your recordings. If a problem occurs, we will try to solve it to your satisfaction.
The following are for guidance only and do not affect your statutory rights:

• If you cannot replay your recording within the 30-day time period
We need you to tell us:

· the date (and time, if known) when you made the recording;

· the number of the phone used to make the recorded call;

· the phone number you were trying to call, and

· your PIN.

We will investigate the problem and come back to you with a solution.

• If you cannot access Recordyourcall
We need you to tell us the date and time when you tried to access Recordyourcall so we can find out why you were denied access.

• If your call cannot be connected
Please check that the number you entered is a UK local or national number. Recordyourcall does not record calls to: international numbers; emergency and operator services; Personal Numbers (starting 070) and premium rate services. If you still want to complain to us, we need you to tell us:

· the date and time (if known) when you tried to call;

· the number of the phone from which you tried to call, and

· the phone number of the person you were trying to call.

To make a complaint, please contact us via one of the following:

Email:
customerservices@Recordyourcall.co.uk

Phone:
0845 200 6000 (office hours: 9:00am-5:00pm, Mon-Fri)

Fax:
0845 200 6001

Address:
Customer Services, 62 Liverpool Road, Crosby, Liverpool, L23 5SJ

Within one working day of receiving your complaint, we aim to review your problem, advise you by phone of our findings and where appropriate, tell you how long it will take us to provide a solution.

Dispute resolution procedures
Recordyourcall is a member of Otelo (also known as The Office of the Telecommunications Ombudsman). Otelo is an independent arbitration service that has been set up to sort out disagreements between member companies – such as Recordyourcall – and their customers.

If we have done all we can to resolve your complaint and if you tell us that you are still not satisfied, we will send you a ‘deadlock’ letter. In this letter we will state our final position and suggest that you refer your complaint to Otelo.

To refer your complaint to Otelo, you need to visit their web site and complete a complaint form. You must do this within 6 months of receiving our deadlock letter. Otelo will then investigate your complaint.

If Otelo decides that your complaint is justified, then as a member of Otelo, we are required to abide by their decision and take the action that they have stated. For more details of this process, please visit Otelo’s web site (details below).

Otelo

Website:
www.otelo.org.uk

Email:
enquiries@otelo.org.uk

Phone:
0845 050 1614 or 01925 430 049

Fax:
0845 050 1615 or 01925 430059

Address:
Otelo, PO Box 730, Warrington WA4 6WU

Customer rights

Data protection
See Privacy Policy for more information on data protection and Recordyourcall’s privacy policy.

Terms and conditions
See Terms and Conditions for the complete Recordyourcall terms and conditions.

Caller ID
Recordyourcall does not affect how your number is displayed to the person you are calling.