Privacy notice

Last updated: 13 August 2026

1. Who we are and our role in your data

Calltracks Limited (company number 06539973), registered at 147a High Street, Waltham Cross, Hertfordshire EN8 7AP, provides the call tracking, call recording, call analysis and related services described on this website. Barbuck is the brand under which those services are marketed. Barbuck Limited (company number 07299619) owns the brand and does not act as a data controller for these services.

Our role depends on how your information reaches us, and it is worth being clear about the difference because it decides who you should contact:

• When you deal with us directly — you contact us by telephone or email, or you are a contact at a client or supplier. Calltracks Limited is the data controller. Section 2 covers this.
• When you call, or visit the website of, an organisation that uses our services — a car dealership, for example. That organisation is the data controller and Calltracks Limited is their data processor. We handle that information on their written instructions and we do not decide why or how it is processed. Section 3 covers this, and section 8 tells you where to send a request.

2. When you deal with us directly

What we collect. Your name, company, job title, email address and telephone number when you contact us by telephone or email. If you are a client contact, the records needed to run the account and provide support. When you browse this website, information about your device and visit: IP address, browser type, referring pages, pages viewed, and date and time stamps.

If you telephone us. Calls to our own telephone numbers may be recorded, and may be answered or assisted by an automated voice agent. Where you are speaking to an automated agent, it will tell you so. We use the recording, and any transcript or analysis of it, to handle your enquiry, to train our own people, and to improve our service. We keep recordings for six months and any transcript for as long as you remain a client contact or prospective client, and then delete them.

Why, and our lawful basis.

Where we rely on legitimate interests we have considered whether those interests are outweighed by your rights, and you can ask us for that assessment.

Cookies and similar technologies on this website. We use cookies and similar technologies, including information stored in your browser’s local storage. You can review and manage your preferences through the cookie banner on this site. We use:

• Google Analytics 4 to understand how visitors use this website.
• Google Ads to measure the performance of our advertising.
• Our own call tracking technology, which stores an identifier in your browser and links your browsing to a subsequent telephone call, so we can see which pages preceded a call to us.
• Essential cookies needed to make the site work are set without consent, as the law allows.

We do not currently respond to browser Do Not Track signals, as there is still no agreed standard for interpreting them.

How long we keep it. Enquiries from prospective clients: 24 months from our last contact with you, unless you become a client. Client account records: for the life of the contract and six years afterwards, to cover our legal and tax obligations. Website analytics data: in line with the retention settings of the tools named above.

3. When you call, or visit the website of, one of our clients

Our clients use our services to understand which of their marketing activities generate telephone enquiries, and to review the quality of those calls. In this situation our client is the data controller. They decide what is collected and why. We act only on their instructions.

Website visits. When a client uses our visitor tracking on their website, an identifier stored in your browser (in cookies and in your browser’s local storage) identifies your browser. We record the pages visited, the full URL, your IP address and other information available on that website, on our client’s instructions.

If you do not go on to telephone the client, that browsing information is deleted after seven days. We do not keep it, and we do not use it for anything else.

If you do telephone one of the numbers we provide for that client, we link that call to your visit from the preceding seven days, so our client can see which of their marketing brought you to them. We keep that linked record for as long as we provide services to that client, and at the end of our contract with them it is deleted or returned to them as they instruct. The recording of the call itself is deleted much sooner, as set out below.

It is the client’s responsibility, as controller, to tell you about this in their own privacy notice and to obtain any consent the law requires for these cookies. Our contracts require them to do so.

Telephone calls. Where a client has asked us to, calls to the numbers we provide are recorded. What we hold is the caller’s telephone number, the number called, the time and duration, the routing of the call, and the recording itself. It is the client’s responsibility to tell callers that calls are recorded, and why.

What we do with it. We compile this information and make it available to our client through our reporting interface. We do not use it for our own purposes, we do not sell it, and we do not combine it across clients to build a profile of you.

How long we keep it. Website visit data where no call follows: seven days. Where a call does follow, we link it to the visit from up to seven days beforehand and keep that linked record for as long as we provide services to the client concerned. Call recordings: six months, unless the client has agreed a different period with us. Transcripts and any analysis derived from a recording: for as long as we provide services to the client concerned. When a client’s contract ends, their data is deleted or returned as they instruct.

4. Artificial intelligence and automated analysis

Some of our services use artificial intelligence. We would rather tell you plainly what that means than leave you to guess.

What the AI does. Where a client has asked for it, we may:

• Transcribe call recordings into text automatically, using speech recognition.
• Analyse that text to categorise what the call was about, identify whether the caller’s enquiry was resolved, and highlight calls where a customer appears to have had a poor experience or where an opportunity looks to have been missed.
• Score calls against criteria the client sets, to help them review and improve how enquiries are handled.
• Answer calls using an automated voice agent that can respond to routine questions, take details, book appointments and transfer callers to a person. Where you speak to an automated agent, it will tell you that it is one.

All of this is done for our client, as their processor, on their instructions.

What the AI does not do.

• We do not allow the providers of these AI systems to use client call data to train their models.
• We do not analyse voice recordings to infer the emotional state of a client’s staff. Assessing employees’ emotions from their voice is something we have chosen not to build.
• We do not make automated decisions that produce legal effects for you, or similarly significantly affect you. Our analysis informs people; it does not decide. Where a client uses our scoring to review how their staff handled calls, we require that a person makes any decision that follows, not the system.

Accuracy. Automatic transcription and analysis are not perfect. They are a guide for our clients, not a record of record. If you believe something we hold about you is wrong, section 8 explains how to have it corrected.

5. Who else is involved

We use a small number of carefully selected suppliers to deliver these services. Each is bound by a written contract requiring them to protect your information, to act only on instructions, and to meet the standards the law requires of us.

Where we act as a processor for a client, we tell that client about any change to this list and they may object, as our contract with them provides. Clients can ask us at any time for the full list of suppliers involved in delivering their services, including those engaged by the companies above.

We will also share information where the law requires it, or to establish or defend legal claims.

6. Where your information is held

Our systems and the data held in them are hosted in the United Kingdom and the European Economic Area.

Some of our suppliers, and suppliers engaged by them, process information outside the United Kingdom. Where that happens, we rely on the safeguards UK data protection law requires: either a finding by the UK government that the country concerned offers adequate protection, or contractual protections in the form of the International Data Transfer Agreement or the UK Addendum to the European Commission’s standard contractual clauses. You can ask us for details of the safeguards used for any particular transfer.

7. How we protect your information

We hold ISO 9001 and ISO 27001 certification. In addition:

• Access to systems is controlled, reviewed regularly, and granted on the principle of least privilege.
• Data is encrypted in transit.
• Our infrastructure sits behind industry standard firewalls.
• We engage accredited security specialists to test our infrastructure and procedures.
• Our IT and data security policies are reviewed and maintained, and all of our staff are required to follow them.

8. Your rights

You have the right to:

• ask for a copy of the information we hold about you;
• have inaccurate or incomplete information corrected;
• ask us to erase information, in certain circumstances;
• ask us to restrict how we use it, in certain circumstances;
• ask us to transfer it to another organisation, in certain circumstances;
• object to certain kinds of processing, including direct marketing, which you can stop at any time;
• object to decisions made purely by automated means, including profiling;
• withdraw your consent at any time, where we rely on consent; and
• complain to the Information Commissioner’s Office.

Where to send your request. Email privacy@calltracks.com, or write to us at the address in section 10.

If your request concerns a call you made to another organisation, or a visit to their website, that organisation is the data controller and holds the right to decide the outcome. Send your request to them if you can. If you send it to us, we will pass it on promptly, tell you we have done so, and help them respond.

We will respond within one month where we are the controller. If a request is complex we may extend that, and we will tell you if so.

9. Changes to this notice

We review this notice regularly and will update it when our services or the law change. The date at the top shows when it was last revised. Where a change materially affects how we use your information, we will take reasonable steps to bring it to your attention.

10. Contact us

Calltracks Limited
147a High Street
Waltham Cross
Hertfordshire EN8 7AP
Email: privacy@calltracks.com
Telephone: 020 3199 9000

If you are not satisfied with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk, or by telephone on 0303 123 1113.

About this notice. It is issued by Calltracks Limited and covers the services provided under the Barbuck brand. It is governed by, and should be read in line with, UK data protection law: the UK GDPR, the Data Protection Act 2018 as amended by the Data (Use and Access) Act 2025, and the Privacy and Electronic Communications (EC Directive) Regulations 2003.