At Octopus Money, transparency, security, and quality are at the heart of everything we do. That's why we record all sessions with a coach or adviser — to ensure the best possible experience for our clients while maintaining the highest standards of protection.
How Call Recordings Help You
1. Ensure Compliance With FCA Rules
As an FCA regulated business, we're legally required to comply with strict rules about how we talk to customers and provide help with their money. Recording sessions helps us to ensure that all conversations comply with the regulations. In the rare event of a dispute or misunderstanding, we can refer back to the recording to clarify what was discussed. All recordings are securely stored with bank-grade encryption to protect your personal information.
2. Helping Coaches Deliver the Best Service
Our coaches use call recordings to ensure they have all the details they need when creating your financial plan. By having call recordings, they can double-check information and ensure nothing important is missed. This means you get the most accurate and tailored advice possible, and allows your coach to focus in the moment on having a great conversation without needing to make note of every detail.
3. Maintaining a High Standard Across All Sessions
We’re committed to providing top-quality financial coaching. Call recordings help us continuously improve by allowing our coaches to get feedback on their sessions from our expert Head Coaches. This helps us ensure consistency, accuracy, and excellence across all our coaching sessions.
Who Has Access to Call Recordings?
We take privacy and confidentiality seriously. Access to call recordings is tightly controlled and only available to those who require it to do their jobs.
If you have any questions about our recording policy, feel free to reach out—we’re happy to help!